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Last Updated: Oct 11, 2026

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Oracle 1Z1-993 Exam Overview:

Certification Vendor:Oracle
Exam Name:Oracle Engagement Cloud 2018 Implementation Essentials
Exam Number:1Z0-993
Available Languages:English
Exam Format:Multiple Select, Multiple Choice
Real Exam Qty:76
Certificate Validity Period:18 months
Exam Duration:120 minutes
Passing Score:65%
Exam Price:$245 USD
Recommended Training:Oracle University Training
Exam Registration:Pearson VUE Registration
Oracle Education
Sample Questions: DOWNLOAD DEMO
Exam Way:Online proctored or onsite at Pearson VUE test centers
Pre Condition:No formal prerequisites recommended; basic CRM and Oracle Cloud knowledge is beneficial
Official Syllabus URL:https://education.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=5001&get_params=p_exam_id:1Z0-993

Oracle 1Z1-993 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Engagement Cloud Architecture & Customization20%- Customization tools and options
- DCS architecture and components
- Functional Setup Manager (FSM)
- Security model and roles
Topic 2: Knowledge Management10%- KM security and categories
- KM enablement and configuration
Topic 3: Feature Enablement & Configuration5%- Desktop and interface configuration
- Enable Engagement Cloud features
Topic 4: Entitlements and Service Level Agreements15%- Entitlement concepts and coverage
- Standard and default coverage setup
- Milestone management
Topic 5: Service Request Management20%- SR processing and search
- Configure service request categories
- Service catalog and assignment rules
- Set up SR creation and handling
Topic 6: Integration & Data Management15%- CTI and email integration
- Integration architecture
- File-based import and export
Topic 7: Analytics & Reporting15%- Infolets, subject areas and queries
- Modify and configure reports

The Oracle 1Z1-993 Exam, Question by Question

Oracle Engagement Cloud 2018 Implementation Essentials is an official exam run by Oracle under exam code 1Z1-993. Passing it awards the Oracle Engagement Cloud 2018 Certified Implementation Specialist certification, which sits at the Specialist tier. Certified professionals remain in shorter supply than the market wants, which is precisely why this exam keeps showing up in conversations about better roles and better pay.

The Oracle Engagement Cloud 2018 Implementation Essentials exam gives you 120 minutes to work through 76 questions. That is a tight ratio, and it punishes candidates who get emotionally attached to any single item. The fix is mechanical: answer what you know, flag what you do not, and keep moving. A few full-length timed runs in the SurePassExams test engine, with its randomized question order, will calibrate your pace far better than untimed reading ever could.

The official fee for Oracle Engagement Cloud 2018 Implementation Essentials is $245 USD, and 65% is what passing takes. The uncomfortable part: retakes cost the full $245 USD again, which makes preparation the cheapest line item in this whole project. Before booking, put yourself through repeated scored sessions with the SurePassExams practice tests and compare results over time; a stable margin above the passing line, not a single lucky run, is when you are ready.

No formal prerequisites recommended; basic CRM and Oracle Cloud knowledge is beneficial

Vendor rules do get revised, so treat this as your starting point and confirm the current eligibility details before booking via the official exam page.

Oracle Engagement Cloud 2018 Implementation Essentials registration runs through these official channels.

Worth noting when you schedule: the exam is delivered Online proctored or onsite at Pearson VUE test centers.

Yes, Oracle points Oracle Engagement Cloud 2018 Implementation Essentials candidates toward the following training.

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Oracle Engagement Cloud 2018 Implementation Essentials breaks down into 7 official domains, led by Analytics & Reporting (15%), Feature Enablement & Configuration (5%), and Entitlements and Service Level Agreements (15%). You will find the full topic-by-topic outline above on this page; use the weightings to budget your study hours where they pay back the most.

Oracle Engagement Cloud 2018 Implementation Essentials Sample Questions:

Question #1

Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

  • A. Entitlement rules are not valid for the service request.
  • B. The scheduled process has not been set up.
  • C. No default coverages are set up.
  • D. The Starts When criteria of the milestones is not True.
Reveal Solution  Discussion  0

Correct Answer: B,C,D  🗳️

Question #2

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?

  • A. The only toolbar enabled is the default one, and you must configure at least two.
  • B. The signed-in user does not have the appropriate access privileges to a toolbar.
  • C. You entered a toolbar height that is not more than 70 pixels.
  • D. You have not enabled the Computer Telephony Integration (CTI) service.
  • E. You did not enable the vertical toolbar which is required, while the horizontal is optional.
Reveal Solution  Discussion  0

Correct Answer: D,E  🗳️

Question #3

What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

  • A. Chat with an Agent about a Service Request.
  • B. Add a message to a Service Request.
  • C. Create a Service Request.
  • D. View and edit attachments to a Service Request.
  • E. Delete a Service Request.
Reveal Solution  Discussion  0

Correct Answer: A,C,D,E  🗳️

Question #4

Which option describes the automated page presentation for incoming calls?

  • A. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
  • B. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
  • C. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
  • D. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #5

Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

  • A. Check the Active flag.
  • B. Select Create Category > Create Top-Level Category.
  • C. Select Status = "Active".
  • D. Complete Category Name.
  • E. Select Create Category > Create Child Category.
  • F. Select the task Manage Service Request Categories.
  • G. Select Service Catalog in Functional Areas.
Reveal Solution  Discussion  0

Correct Answer: B,C,E,F  🗳️

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