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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Digital Customer Service and Chat	- Chatbot and automation 1. Virtual assistant configuration - Digital Customer Service (DCS) 1. UI themes and branding 2. Embedding Fusion Service in external apps
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Service catalog and category hierarchy 2. User and role management 3. SR outcomes and resolutions 4. Scheduled processes and automation 5. Profile options and system configuration - Application Composer extensions 1. Groovy scripting for business logic 2. Object workflows 3. Custom objects and fields
Notifications, Emails, and Interactions	- Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools - Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels
Work Assignment and Routing	- Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution - Queues and assignment rules 1. Queue configuration 2. Agent capacity and availability 3. Assignment rules based on SR attributes
Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Milestones and operating calendars 2. Coverage and service tiers 3. Notifications and performance tracking - Action Plans 1. Execution within service requests 2. Action plan templates
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 (Q63-Q68):

NEW QUESTION # 63
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?

A. The signed-in user does not have the appropriate access privileges to a toolbar.
B. The only toolbar enabled is the default one, and you must configure at least two.
C. You did not enable the vertical toolbar which is required, while the horizontal is optional.
D. You have not enabled the Computer Telephony Integration (CTI) service.
E. You entered a toolbar height that is not more than 70 pixels.

Answer: C,D

NEW QUESTION # 64
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A. Create several personalized searches and create them to each other.
B. Create a new search through the application composer.
C. Grant the agent Administrator permissions to add new search filters.
D. Add fields from the advanced search functionality.

Answer: B

NEW QUESTION # 65
Which two options are true about reporting on milestones?

A. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
B. Administrator-defined milestone data is not included in Analytics.
C. No standard reports on milestones are provided.
D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.

Answer: B,D

NEW QUESTION # 66
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. The hierarchical structure of the categories helps to improve the service request classification.
B. Categories facilitate the assignment of an agent to the service request.
C. Filter the selection of the product related to the service request, when filtering by a particular category.
D. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
E. Categories determine the steps an agent must follow to close the service request.

Answer: A,B,D

NEW QUESTION # 67
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 # 68
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