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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Digital Customer Service (DCS) | 20% | - DCS architecture and deployment - Themes, templates and page customization - Authentication, profiles and security |
| Service Request Management | 25% | - Milestones and action plans - SR creation, lifecycle and processing - Service catalog and entitlements - SR categories, assignment rules and routing |
| Customization, Productivity and Analytics | 10% | - OTBI reporting and integration basics - SmartText, hotkeys and audit features - Application Composer and extensions |
| Omnichannel Communications | 15% | - Work routing and queue setup - Media toolbar and agent notifications - Email, chat and CTI configuration |
| Fusion Service Overview and Setup | 15% | - Service configuration basics - Functional Setup Manager (FSM) usage - Security model, roles and access control |
| Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
1. Which three statements are true about building Digital Customer Service (DCS) applications?
A) DCS includes a "reference implementation template" that illustrates recommended implementation practices.
B) Only one version of a DCS application can be active in production at any time.
C) Many DCS applications can be active in production at the same time.
D) DCS application can be embedded in other sites.
2. What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?
A) Create a Service Request.
B) Chat with an Agent about a Service Request.
C) Delete a Service Request.
D) View and edit attachments to a Service Request.
E) Add a message to a Service Request.
3. To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?
A) Title, Category, Severity, Status
B) Title
C) Title, Status
D) Title, Status, Problem Description
E) Title, Category, Severity
4. Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
A) Select View > Detach.
B) Modify the Profile Value and save.
C) Lock the Profile Option for editing.
D) Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
E) Unlock and publish the new selected profile value.
F) Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
5. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?
A) In Advanced Search, confirm Record Set = Assigned to Me.
B) Change the section identified with Status = New
C) Click the Show Advanced Search icon.
D) In Advanced Search, select Action > Update.
E) In Advanced Search, Add Channel Type = Web.
F) In Advanced Search, save and select the "Set as Default" box.
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: A,B,C,D | Question # 3 Answer: A | Question # 4 Answer: B,D,E | Question # 5 Answer: A,B,C,E,F |
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