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) Which milestone warning fires on an entitled SR.
b) How inbound email is processed into a new or existing SR.
c) Which agent a work item is routed to by omnichannel.
d) Which knowledge article the chatbot finds and surfaces to a customer.
 
02. How is bulk data such as accounts and contacts loaded into Oracle Fusion Service?
a) Through a coverage milestone that schedules the data.
b) Through omnichannel routing that assigns the data.
c) Through an email template that formats and styles the data.
d) Through import management and an import activity.
 
03. Before running a large contact import, what must be prepared?
a) An omnichannel routing rule for the contacts.
b) A published DCS theme and layout for the contacts.
c) A source file and a field mapping.
d) A SmartText snippet for the contacts.
 
04. Why do agents use internal conversations on a service request?
a) To define the entitled response time for the SR.
b) To send the formatted resolution email to the customer.
c) To assign the SR onto an available agent queue.
d) To collaborate privately with colleagues on the SR internally.
 
05. Agents must be warned before a first-response milestone is about to breach.
Which capability provides the warning?
a) A SmartText snippet in the SR notes.
b) An email template for the customer reply or follow-up.
c) A milestone notification on approach or breach.
d) A queue assignment rule for the SR.
 
06. Which capability alerts an agent when an event occurs on their service request?
a) A queue assignment rule.
b) An email template.
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 queue assignment rule configuration.
b) Email templates mapped per queue.
c) The DCS themes for the portal.
d) The interaction records for the SRs.
 
08. Customers without a specific contract should still receive baseline entitled service targets.
Which construct provides this?
a) An email template for baseline customers.
b) A global default coverage for baseline entitlements.
c) A queue assignment rule for baseline customers.
d) A milestone notification with no 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) A SmartText snippet inserted into the reply.
b) A queue assignment rule routing the call.
c) A screen pop surfacing the caller's record.
d) A coverage milestone tracking the call time.
 
10. Incoming SRs should be automatically categorized to speed routing and handling.
Which AI feature fits?
a) SR Classification, which auto-assigns the SR's category.
b) An email template, which formats a reply.
c) SR Similarity, which surfaces related past SRs.
d) A coverage milestone, which tracks a time target.

Answers:

Question: 01

Answer: b

Question: 02

Answer: d

Question: 03

Answer: c

Question: 04

Answer: d

Question: 05

Answer: c

Question: 06

Answer: d

Question: 07

Answer: a

Question: 08

Answer: b

Question: 09

Answer: c

Question: 10

Answer: a

 

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