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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Knowledge Management | - Knowledge articles
|
| Reporting and Analytics | - Service analytics
|
| Oracle Fusion Service Overview | - Core Service Architecture
|
| Service Request Management | - Case and ticket handling
|
| Integrations and Extensions | - Integration capabilities
|
| Field Service and Dispatch | - Field service operations
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?
- A. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- B. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- C. You have to edit the e-mail template and add HTML code to customize the standard text section.
- D. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
Correct Answer: A 🗳️
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Object workflows
- B. Languages
- C. Pages
- D. Object triggers
- E. Business objects
- F. Themes
- G. UI components
- H. Templates
Correct Answer: A,C,D,E,F,H 🗳️
What three things should you do once you have established a global default coverage?
- A. Use Application Composer to configure warning emails about milestone compliance events.
- B. Create an ESS job to Aggregate Service Requests.
- C. Create an ESS job to Monitor Service Request Milestones.
- D. Use Application Composer to include milestones on the Service Request Layout if desired.
Correct Answer: B,C,D 🗳️
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It enables anonymous users to search the DCS knowledge base.
- B. It does not require matching passwords between Engagement Cloud and DCS.
- C. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- D. It is configured exclusively via the Engagement Cloud Security Console.
Correct Answer: A,D 🗳️
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?
- A. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
- B. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
- C. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
- D. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
Correct Answer: A 🗳️
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