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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
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
Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Dashboards and analytics 3. Hotkeys and shortcuts
Customer Entitlements and Action Plans	- Action Plans 1. Action plan templates 2. Execution within service requests - Entitlements and SLAs 1. Coverage and service tiers 2. Milestones and operating calendars 3. Notifications and performance tracking
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. User and role management 2. SR outcomes and resolutions 3. Service catalog and category hierarchy 4. Profile options and system configuration 5. Scheduled processes and automation
Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Notifications, Emails, and Interactions	- Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels - Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools
Redwood UX and AI Features	- Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline - AI capabilities 1. Knowledge recommendations 2. SR classification AI
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
Work Assignment and Routing	- Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution - Queues and assignment rules 1. Agent capacity and availability 2. Queue configuration 3. Assignment rules based on SR attributes

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q58-Q63):

NEW QUESTION # 58
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

A. Resolution is due on Saturday, 2 PM EST.
B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
C. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
D. First Response is due on Friday, 12 noon EST.

Answer: B,D

NEW QUESTION # 59
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A. 1,3,2,4
B. 1,2,3,4
C. 2,4,3,1
D. 3,2,4,1

Answer: B

NEW QUESTION # 60
What three things should you do once you have established a global default coverage?

A. Use Application Composer to configure warning emails about milestone compliance events.
B. Create an ESS job to Monitor Service Request Milestones.
C. Create an ESS job to Aggregate Service Requests.
D. Use Application Composer to include milestones on the Service Request Layout if desired.

Answer: B,C,D

NEW QUESTION # 61
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A. The queue defined in the first evaluated rule is always assigned to the service request.
B. The queue defined by default is the one assigned to the service request.
C. The service request assignment will be unpredictable.
D. An error will occur; no queue is assigned to the service request.

Answer: A

NEW QUESTION # 62
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A. The Base Locale for the articles has not been enabled in the correct language.
B. Users have not been given the "Knowledge Analyst" role.
C. The User Group selected for authoring articles has been set to 'External".
D. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".

Answer: B

NEW QUESTION # 63
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