Pass your actual test at first attempt with Oracle 1Z0-1064-21 training material
Last Updated: Aug 04, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Security and Access Control | 8% | - Roles and Privileges - Data Security |
| Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Entitlements and Service Level Agreements | 20% | - Coverage and Entitlement Setup - Milestones and Escalations - SLA Configuration |
| Service Request Management | 25% | - Categories, Types, and Statuses - Service Request Lifecycle - Assignment Rules and Queues |
| Digital Customer Service | 20% | - Customization and Components - Templates and Layouts - DCS Application Architecture |
| Knowledge Management | 15% | - Knowledge Base Setup - Integration with Service Requests - Article Management and Search |
1. Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?
A) Enable new locales for the languages to be used and provision designated users to translate the articles.
B) Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
C) Modify the original base locales of the articles to match the target language.
D) Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
2. Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?
A) You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
B) You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
C) You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
D) You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
3. Identify three considerations before starting the configuration of assignment rules to service requests.
A) the rule sets you want to create and the rules to include in each rule set
B) the attributes of service requests to use as criteria for your rule assignments
C) the candidates of service requests to use as criteria for your rule assignments
D) the candidates of queues to use as criteria for your rule assignments
E) the attributes of queues to use as criteria for your rule assignments
4. Which three types of data are included in the interaction associatedwith a normal call flow?
A) Channel
B) Contact name
C) Service Request create date
D) Agent name
E) Start time of the call
5. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?
A) In Advanced Search, save and select the "Set as Default" box.
B) Click the Show Advanced Search icon.
C) In Advanced Search, Add Channel Type = Web.
D) Change the section identified with Status = New
E) In Advanced Search, confirm Record Set = Assigned to Me.
F) In Advanced Search, select Action > Update.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A,D | Question # 3 Answer: A,C,D | Question # 4 Answer: B,C,D | Question # 5 Answer: A,B,C,D,E |
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