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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q27-Q32):

NEW QUESTION # 27
Identify the sequence of steps you must follow to disable the Service Communication channels.

A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.

Answer: C

NEW QUESTION # 28
Which three statements are true about building Digital Customer Service (DCS) applications?

A. Only one version of a DCS application can be active in production at any time.
B. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
C. Many DCS applications can be active in production at the same time.
D. DCS application can be embedded in other sites.

Answer: A,B,D

NEW QUESTION # 29
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

A. Verify that Root Catalog is selected on the product groups.
B. Validate that Allow Duplicate is selected on the product item.
C. Verify that Eligible for Service is selected on the product item.
D. Validate that the product item is active and published.

Answer: D

NEW QUESTION # 30
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A. Entitlement rules are not valid for the service request.
B. The scheduled process has not been set up.
C. No default coverages are set up.
D. The Starts When criteria of the milestones is not True.

Answer: B,C,D

NEW QUESTION # 31
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. Enable new locales for the languages to be used and provision designated users to translate the articles.
C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Answer: B

NEW QUESTION # 32
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