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Last Updated: Sep 28, 2026
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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Fusion Service Overview and Setup | 15% | - Functional Setup Manager (FSM) usage - Security model, roles and access control - Service configuration basics |
| Omnichannel Communications | 15% | - Work routing and queue setup - Email, chat and CTI configuration - Media toolbar and agent notifications |
| Customization, Productivity and Analytics | 10% | - SmartText, hotkeys and audit features - Application Composer and extensions - OTBI reporting and integration basics |
| Service Request Management | 25% | - SR categories, assignment rules and routing - Service catalog and entitlements - Milestones and action plans - SR creation, lifecycle and processing |
| Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - DCS architecture and deployment - Authentication, profiles and security |
| Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
- B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
- C. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
- D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
Correct Answer: B 🗳️
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. system administrator approval
- B. a single "publish" action to complete the task
- C. nothing (DCS applications are always available to all users.)
- D. moving the application to Staging and subsequently to Production status
Correct Answer: C,D 🗳️
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold
- A. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- B. Resolution is due on Saturday, 2 PM EST.
- C. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- D. First Response is due on Friday, 12 noon EST.
Correct Answer: A,D 🗳️
You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.
- A. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- B. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- C. You can download large volumes of SR data from the Analytics interface.
- D. You must retrieve large volumes of data through a REST API endpoint.
Correct Answer: A,C 🗳️
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
- A. Adjust the inbound message filters.
- B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- C. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- D. Adjust permissions on all customer's profiles.
Correct Answer: B 🗳️
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