Oracle Fusion Service 2026 Implementation Professional

QUESTION NO: 1
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A. Lock the Profile Option for editing. B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD. C. Select View > Detach. D. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options. E. Unlock and publish the new selected profile value. F. Modify the Profile Value and save.

Correct Answer: B,E,F

QUESTION NO: 2
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, Status C. Title, Category, Severity, Status D. Title, Category, Severity E. Title, Status, Problem Description

Correct Answer: C

QUESTION NO: 3
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. The queue defined in the first evaluated rule is always assigned to the service request. B. The queue defined by default is the one assigned to the service request. C. An error will occur; no queue is assigned to the service request. D. The service request assignment will be unpredictable.

Correct Answer: A

QUESTION NO: 4
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. 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. C. 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. 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

QUESTION NO: 5
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A. Create standard text to be posted to the message thread. B. Add an extension column to the milestone object to hold the warning threshold value. C. Specify the warning threshold for the milestone in the standard coverages. D. Configure an object workflow action to send the email when the milestone status changes to warning. E. Configure an analytics report showing milestones in warning status. F. Configure the email template to be used for notification.

Correct Answer: C,E,F

QUESTION NO: 6
Which three statements are true?

A. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications. B. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services. C. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications. D. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

Correct Answer: A,B,D

QUESTION NO: 7
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

A. Images B. Variables C. Tables D. Other SmartText entries E. URLs F. Text

Correct Answer: B,C,D,F

QUESTION NO: 8
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A. Add product ID(s) to the database component. B. Add the Product object to your DCS application. C. Add images as the product image will not be pulled from Engagement Cloud. D. Configure products groups and product items in Engagement Cloud.

Correct Answer: A,B,D

Oracle Fusion Service 2026 Implementation Professional - 1Z0-1064-26 Exam Questions