Oracle 1Z0-1064-26 Certification Sample Questions and Answers

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Oracle 1Z0-1064-26 Sample Questions:

01. What do email profile options control for inbound email processing?
a) Whether an interaction is logged for the SR.
b) How inbound email creates or updates the SR.
c) Which agent an internal conversation notifies.
d) Which reusable layout an outbound reply uses.
 
02. How is bulk data such as accounts and contacts loaded into Oracle Fusion Service?
a) Through a saved import mapping with no activity run.
b) Through a scheduled process that purges old records.
c) Through export management, which extracts data to a file.
d) Through import management, running an import activity.
 
03. Before running a large contact import, what must be prepared?
a) A scheduled import activity with no file.
b) A completed export of the contact object.
c) A source file and its field mapping.
d) A reviewed import error report.
 
04. Why do agents use internal conversations on a service request?
a) To alert the agent that the SR was assigned.
b) To send the customer the formatted resolution.
c) To log the customer's inbound communication.
d) To collaborate privately with the team on it.
 
05. Agents must be warned before a first-response milestone is about to breach.
Which capability provides the warning?
a) A change to the coverage's service levels.
b) A milestone notification on the coverage.
c) A new milestone added to the coverage.
d) An Action Plan task for the response.
 
06. Which capability alerts an agent when an event occurs on their service request?
a) An email profile option.
b) An internal conversation.
c) An interaction record.
d) An agent notification.
 
07. SRs are not landing in the correct specialized queues after creation.
Which configuration should be reviewed?
a) The omnichannel routing rules for agents.
b) The queue assignment rule criteria.
c) The service queues' own definitions.
d) The agents' capacity settings.
 
08. Customers without a specific contract should still receive baseline entitled service targets.
Which construct provides this?
a) A global default coverage as the fallback.
b) An Action Plan template for those customers.
c) An Entitlement Performance report threshold.
d) A milestone applied without any coverage.
 
09. When a call arrives, the caller's contact and open SR should appear automatically for the agent.
Which CTI capability provides this?
a) The CTI toolbar's transfer control.
b) A screen pop of the caller's record.
c) A hotkey that opens the SR list.
d) A SmartText snippet for the greeting.
 
10. Incoming SRs should be automatically categorized to speed routing and handling.
Which AI feature fits?
a) SR Classification that assigns the category.
b) Activities, tracking the SR's tasks and calls.
c) SR Similarity, surfacing related past SRs.
d) Knowledge AI, surfacing relevant articles.

Answers:

Question: 01

Answer: b

Question: 02

Answer: d

Question: 03

Answer: c

Question: 04

Answer: d

Question: 05

Answer: b

Question: 06

Answer: d

Question: 07

Answer: b

Question: 08

Answer: a

Question: 09

Answer: b

Question: 10

Answer: a

 

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