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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. SmartText configuration 3. Dashboards and analytics
Topic 2: Managing and Extending Service Requests	- Application Composer extensions 1. Object workflows 2. Custom objects and fields 3. Groovy scripting for business logic - Service Request configuration and lifecycle management 1. Profile options and system configuration 2. Scheduled processes and automation 3. SR outcomes and resolutions 4. Service catalog and category hierarchy 5. User and role management
Topic 3: Redwood UX and AI Features	- Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline - AI capabilities 1. SR classification AI 2. Knowledge recommendations
Topic 4: Work Assignment and Routing	- Queues and assignment rules 1. Assignment rules based on SR attributes 2. Queue configuration 3. Agent capacity and availability - Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention
Topic 5: Digital Customer Service and Chat	- Chatbot and automation 1. Virtual assistant configuration - Digital Customer Service (DCS) 1. Embedding Fusion Service in external apps 2. UI themes and branding
Topic 6: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 7: Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Notifications and performance tracking 2. Milestones and operating calendars 3. Coverage and service tiers
Topic 8: Notifications, Emails, and Interactions	- Notifications and collaboration 1. Internal collaboration tools 2. In-app notifications - Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels
Topic 9: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Screen pop functionality 3. Redwood CTI toolbar setup

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q23-Q28):

NEW QUESTION # 23
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows use of a simpler hierarchy
B. allows you to use the same product hierarchy as sales
C. allows the display of a product hierarchy specifically for service purposes
D. requires less work and effort

Answer: B,D

NEW QUESTION # 24
Which statement is correct when describing the process of adding assignment rules from Service Setup?

A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
B. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
C. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
D. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

Answer: C

NEW QUESTION # 25
Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. is required for every DCS instance
B. also synchronizes userIDs and passwords between DCS and Engagement Cloud
C. is real time
D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

Answer: A,C

NEW QUESTION # 26
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

A. URLs
B. Variables
C. Text
D. Other SmartText entries
E. Tables
F. Images

Answer: B,C,D,E

NEW QUESTION # 27
Your customer has three service request child categories under the top-level service request category "Accounts":
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
B. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.

Answer: D

NEW QUESTION # 28
......

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