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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q66-Q71):

NEW QUESTION # 66
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A. Modify the Profile Value and save.
B. Select View > Detach.
C. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
D. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
E. Unlock and publish the new selected profile value.
F. Lock the Profile Option for editing.

Answer: A,D,E

NEW QUESTION # 67
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 user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
C. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
D. The batch job for recommendations has not been executed.
E. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.

Answer: B

NEW QUESTION # 68
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 only Vertical Toolbar that you can enable is the Notifications Toolbar.
C. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
D. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

Answer: C

NEW QUESTION # 69
Digital Customer Service application configuration settings in json.cfg include which four options?

A. Service request links
B. Default timezone
C. Knowledge management language locales
D. Knowledge management article links
E. Default notification preferences
F. Default communication preferences
G. Default chat channel preferences
H. Product and category filtering

Answer: A,C,D,H

NEW QUESTION # 70
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
B. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
C. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
D. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
E. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.

Answer: A,C,E

NEW QUESTION # 71
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