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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Productivity and Contact Center Tools | - Agent productivity tools
|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Digital Customer Service and Chat | - Chatbot and automation
|
| Work Assignment and Routing | - Queues and assignment rules
|
| Data Migration and Integration | - Data import/export
|
| Customer Entitlements and Action Plans | - Action Plans
|
| Redwood UX and AI Features | - Redwood interface configuration
|
| Managing and Extending Service Requests | - Application Composer extensions
|
| Notifications, Emails, and Interactions | - Notifications and collaboration
|
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. An error will occur; no queue is assigned to the service request.
- B. The queue defined by default is the one assigned to the service request.
- C. The service request assignment will be unpredictable.
- D. The queue defined in the first evaluated rule is always assigned to the service request.
Correct Answer: D 🗳️
Which option describes the automated page presentation for incoming calls?
- A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
- B. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
- C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
- D. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
Correct Answer: A 🗳️
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?
- A. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
- B. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
- C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
- D. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
Correct Answer: A,C 🗳️
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?
- A. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
- B. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
- C. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
- D. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
Correct Answer: B 🗳️
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to copy a service request.
- B. They allow a user to escalate a service request.
- C. They allow a user to forward a service request.
- D. They can all be modified.
- E. They can be assigned to a custom action script.
- F. They have default values.
Correct Answer: B,C,D,F 🗳️
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