1Z0-1064-26 Sample Questions & Answers
Built around configuring and extending service requests, the top-weighted skill, plus customer entitlements, notifications and conversations, queue and omnichannel routing, digital customer service alongside live chat, Redwood features, and CTI setup.
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- Question 1IntermediateSelect 2
Managing and Extending Service Requests · Configure Service Request Outcomes and Resolutions
Which TWO resolutions are mapped by default to the seeded outcome 'Unable to Solve Defect Logged' in Oracle Fusion Service? (Select TWO)
Show answer & explanation
Correct answers: A, D
In Oracle Fusion Service out-of-the-box configuration, the seeded outcome 'Unable to Solve Defect Logged' is mapped to: 'Enhancement Logged', 'Training Required', and 'No Fault Found'. Conversely, 'Knowledge Article' and 'Workaround identified' are mapped to 'Solution Provided', while 'Resolved by Customer' is mapped to 'Customer Abandoned'.
'No Fault Found' is one of the ready-to-use resolutions mapped to 'Unable to Solve Defect Logged'.
- Question 2Intermediate
Managing and Extending Service Requests · Configure Object Workflow
A developer writes a custom Groovy trigger script in Application Composer intended to send an email notification when a Service Request's Severity is elevated. The developer places the condition 'if (isAttributeChanged('SeverityCd'))' inside an 'After Changes Posted to Database' trigger, but the script fails to detect attribute modifications at runtime. Why does this trigger fail?
Show answer & explanation
Correct answer: B
In Application Composer Groovy scripting, isAttributeChanged() checks whether an attribute's in-memory value differs from its original database value. This function operates exclusively within Before triggers (Before Insert or Before Update). Once execution reaches 'After Changes Posted to Database', the entity's current state matches the posted database state, causing isAttributeChanged() to return false or produce an error. Oracle recommends tracking changed values in a Before trigger or using an Object Workflow rule condition instead.
- Question 3Advanced
Managing and Extending Service Requests · Configure Object Workflow
An implementer configures an Object Workflow on the Service Request object that triggers an outbound email notification to the customer when the SR status changes to 'Resolved'. Customers frequently reply to this notification asking clarifying questions, but each customer reply generates a brand new Service Request instead of updating the existing SR. Which configuration error in the outbound email notification template causes this behavior?
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Correct answer: A
Oracle Fusion Service's inbound email processor relies on tracking tokens—specifically {##SrNumber##} or {##MessageId##}—embedded in the subject line or message body of outbound emails. When a customer replies, the inbound processor scans for these tokens to associate the incoming message with the existing SR. If the outbound Object Workflow email template omits these tags, the processor cannot correlate the email to the existing record and defaults to creating a new Service Request.
- Question 4IntermediateSelect 2
Managing and Extending Service Requests · Configure Object Workflow
When creating an Object Workflow in Application Composer for the Service Request object, which TWO action types can be configured to execute directly when workflow event conditions are satisfied? (Select TWO)
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Correct answers: C, E
Field Updates is a native action type supported by Object Workflows in Application Composer.
In Application Composer, Object Workflows support two primary automated action types: Email Notification (sending messages using pre-configured email templates) and Field Updates (updating specified object attributes when criteria are met). Database Triggers and Groovy Web Service Calls are defined in other sections of Application Composer (Server Scripts/Web Services), not as Object Workflow action types.
- Question 5Beginner
Managing and Extending Service Requests · Configure Object Workflow
In Application Composer, an administrator configures an Object Workflow event condition on the Service Request object to notify a supervisor when an SR milestone enters a warning state. Complete the Groovy boolean expression for this condition:
if (isAttributeChanged('WarnedFlag') && _____ == 'Y') return true;
return false;Show answer & explanation
Correct answer: C
The internal attribute tracking milestone warning state in Fusion Service is 'WarnedFlag'. To evaluate whether the record has just crossed into a warned state, the Groovy expression checks whether 'WarnedFlag' has changed and currently equals 'Y':
if (isAttributeChanged('WarnedFlag') && WarnedFlag == 'Y') return true;. IsWarned, MilestoneWarningStatus, and svc_warned_flag are invalid attribute names. - Question 6Beginner
Configuring Customer Entitlements and Action Plans · Define Milestone
Which scheduled background process must be configured to run continuously at frequent intervals to calculate milestone compliance, evaluate warning thresholds, and trigger milestone expiration events across all active Service Requests?
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Correct answer: D
The scheduled process 'Monitor Service Request Milestones' evaluates open service requests against their assigned entitlement milestone targets (such as First Response Metric and Resolution Metric). It updates milestone statuses, sets warning flags, marks breaches, and sends compliance notifications. 'Process Service Request SLAs' and 'Evaluate Entitlement Schedules' do not exist in Fusion Service.
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