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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Which three types of data are included in the interaction associated with a normal call flow?

A) Agent name
B) Service Request create date
C) Start time of the call
D) Channel
E) Contact name

2. 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 completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B) 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.
C) 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.
D) You have to edit the e-mail template and add HTML code to customize the standard text section.

3. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
B) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
C) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D) Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
E) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

4. Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
B) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
C) Adjust permissions on all customer's profiles.
D) Adjust the inbound message filters.

5. Which two options are true about reporting on milestones?

A) Administrator-defined milestone data is not included in Analytics.
B) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
C) No standard reports on milestones are provided.
D) An as-delivered SLA Infolet shows near-overdue and overdue milestones.

Solutions: