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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Analytics | - Service analytics
|
| Topic 2: Service Request Management | - Case and ticket handling
|
| Topic 3: Oracle Fusion Service Overview | - Core Service Architecture
|
| Topic 4: Knowledge Management | - Knowledge articles
|
| Topic 5: Field Service and Dispatch | - Field service operations
|
| Topic 6: Integrations and Extensions | - Integration capabilities
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- B. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
- C. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
- D. Milestones are actions on a service request (SR) that must be completed by a specific time.
- E. Milestones are commitments to handle SRs within certain timelines.
Which three types of data are included in the interaction associated with a normal call flow?
- A. Channel
- B. Start time of the call
- C. Contact name
- D. Agent name
- E. Service Request create date
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
- A. The environment was not provisioned correctly and the service module is missing.
- B. The team members don't have the Email Administrator Role provisioned.
- C. The team members have not established the e-mail feature on the Offerings page.
- D. There are no specific e-mail tasks available.
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
- A. The environment was not provisioned correctly and the service module is missing.
- B. The team members don't have the Email Administrator Role provisioned.
- C. The team members have not established the e-mail feature on the Offerings page.
- D. There are no specific e-mail tasks available.
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.
- A. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
- B. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
- C. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
- D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
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