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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q26-Q31):

NEW QUESTION # 26
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?

A. The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
B. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
C. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
D. The only Vertical Toolbar that you can enable is the Notifications Toolbar.

Answer: C

NEW QUESTION # 27
Which three subobject functions are included in the REST API for Service Requests (SRs)?

A. Delete activity
B. Delete message
C. Update resource manager
D. Update resource member
E. Update SR reference

Answer: A,D,E

NEW QUESTION # 28
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

A. Modify the original base locales of the articles to match the target language.
B. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
D. Enable new locales for the languages to be used and provision designated users to translate the articles.

Answer: D

NEW QUESTION # 29
Which two are required to publish a completed Digital Customer Service (DCS) application?

A. nothing (DCS applications are always available to all users.)
B. moving the application to Staging and subsequently to Production status
C. a single "publish" action to complete the task
D. system administrator approval

Answer: A,B

NEW QUESTION # 30
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
B. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
C. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
D. Milestones are commitments to handle SRs within certain timelines.
E. Milestones are actions on a service request (SR) that must be completed by a specific time.

Answer: A,B,C

NEW QUESTION # 31
......

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