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Oracle 1Z0-1064-26 Exam Syllabus Topics:

SectionObjectives
Integrations and Extensions- Integration capabilities
  • 1. Third-party system integration
    • 2. REST APIs and integration flows
      Reporting and Analytics- Service analytics
      • 1. Operational reporting
        • 2. Dashboards and KPIs
          Service Request Management- Case and ticket handling
          • 1. Creation, routing, and assignment rules
            • 2. SLAs and escalation management
              - Customer interaction handling
              • 1. Omnichannel support processes
                • 2. Communication templates and notifications
                  Knowledge Management- Knowledge articles
                  • 1. Creation and lifecycle management
                    • 2. Search and recommendation usage
                      Oracle Fusion Service Overview- Service Configuration Basics
                      • 1. Basic setup and administration
                        • 2. Security roles and access control
                          - Core Service Architecture
                          • 1. Fusion Service data model and components
                            • 2. Service request lifecycle management
                              Field Service and Dispatch- Field service operations
                              • 1. Scheduling and dispatch rules
                                • 2. Work order management

                                  Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                  You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
                                  What will be the expected result in the assignment of a queue for these service requests?

                                  • A. The queue defined in the first evaluated rule is always assigned to the service request.
                                  • B. The service request assignment will be unpredictable.
                                  • C. An error will occur; no queue is assigned to the service request.
                                  • D. The queue defined by default is the one assigned to the service request.
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A  🗳️

                                  Which four statements are correct about hotkeys for Action Commands?

                                  • A. They can all be modified.
                                  • B. They have default values.
                                  • C. They allow a user to copy a service request.
                                  • D. They allow a user to forward a service request.
                                  • E. They allow a user to escalate a service request.
                                  • F. They can be assigned to a custom action script.
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A,B,D,E  🗳️

                                  Which two statements are true regarding the Audit History tab of a Service Request?

                                  • A. It is available only to authorized administrators.
                                  • B. It allows users to save searches for later reuse.
                                  • C. It is enabled by default.
                                  • D. It is searchable by date range, username, event type, event severity, and event duration.
                                  • E. It is exportable to Excel.
                                  Reveal Solution  Discussion  0

                                  Correct Answer: B,C  🗳️

                                  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. View and edit attachments to a Service Request.
                                  • C. Delete a Service Request.
                                  • D. Add a message to a Service Request.
                                  • E. Chat with an Agent about a Service Request.
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A,B,C,E  🗳️

                                  You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

                                  • A. Available
                                  • B. Interval
                                  • C. Duration
                                  • D. Time Period
                                  • E. Start/Stop
                                  Reveal Solution  Discussion  0

                                  Correct Answer: C  🗳️

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