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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Entitlements and Action Plans | - Action Plans
|
| Topic 2: Productivity and Contact Center Tools | - Agent productivity tools
|
| Topic 3: Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Topic 4: Data Migration and Integration | - Data import/export
|
| Topic 5: Managing and Extending Service Requests | - Application Composer extensions
|
| Topic 6: Redwood UX and AI Features | - AI capabilities
|
| Topic 7: Work Assignment and Routing | - Queues and assignment rules
|
| Topic 8: Notifications, Emails, and Interactions | - Email processing
|
| Topic 9: Digital Customer Service and Chat | - Chatbot and automation
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Update resource manager
- B. Update resource member
- C. Delete activity
- D. Delete message
- E. Update SR reference
Correct Answer: B,C,E 🗳️
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. Only one version of a DCS application can be active in production at any time.
- B. Many DCS applications can be active in production at the same time.
- C. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
- D. DCS application can be embedded in other sites.
Correct Answer: A,C,D 🗳️
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
- B. Title, Category, Severity, Status
- C. Title, Status, Problem Description
- D. Title, Status
- E. Title, Category, Severity
Correct Answer: B 🗳️
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the rule sets you want to create and the rules to include in each rule set
- B. the candidates of queues to use as criteria for your rule assignments
- C. the candidates of service requests to use as criteria for your rule assignments
- D. the attributes of queues to use as criteria for your rule assignments
- E. the attributes of service requests to use as criteria for your rule assignments
Correct Answer: A,B,C 🗳️
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. 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.
- B. 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.
- C. 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.
- D. 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.
Correct Answer: B 🗳️
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