Oracle Fusion Service 2026 Implementation Professional

Question 1

Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

B. is real time

C. also synchronizes userIDs and passwords between DCS and Engagement Cloud

D. is required for every DCS instance

Correct Answer: B,D

Question 2

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 application can be embedded in other sites.

D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.

Correct Answer: A,C,D

Question 3

You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

A. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".

B. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".

C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".

D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.

E. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.

F. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.

Correct Answer: F

Question 4

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, Category, Severity

B. Title, Status, Problem Description

C. Title

D. Title, Category, Severity, Status

E. Title, Status

Correct Answer: D

Question 5

Which four actions does the REST API for Service Requests (SRs) allow?

A. Update SR assignee

B. Create SR

C. Delete SR by SR number

D. Update SR milestone

E. Delete SR by SR title

Correct Answer: A,B,C,D

Question 6

When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A. 1,3,2,4

B. 1,2,3,4

C. 3,2,4,1

D. 2,4,3,1

Correct Answer: B

Question 7

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. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

C. 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.

D. 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.

Correct Answer: A

Question 8

Which two options are true about reporting on milestones?

A. Administrator-defined milestone data is not included in Analytics.

B. An as-delivered SLA Infolet shows near-overdue and overdue milestones.

C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.

D. No standard reports on milestones are provided.

Correct Answer: A,B

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

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