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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q68-Q73):

NEW QUESTION # 68
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

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

Answer: B,C,D,F

NEW QUESTION # 69
Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
D. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.

Answer: C

NEW QUESTION # 70
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 "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
B. 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.
C. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
D. 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.

Answer: B

NEW QUESTION # 71
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. Select Create Category > Create Child Category.
B. Select Create Category > Create Top-Level Category.
C. Select Service Catalog in Functional Areas.
D. Check the Active flag.
E. Select the task Manage Service Request Categories.
F. Complete Category Name.
G. Select Status = "Active".

Answer: A,B,E,G

NEW QUESTION # 72
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
B. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
C. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
D. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
E. The batch job for recommendations has not been executed.

Answer: C

NEW QUESTION # 73
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