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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Call flows configuration 3. Screen pop functionality
Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. Dashboards and analytics 3. SmartText configuration
Managing and Extending Service Requests	- Application Composer extensions 1. Object workflows 2. Groovy scripting for business logic 3. Custom objects and fields - Service Request configuration and lifecycle management 1. SR outcomes and resolutions 2. Scheduled processes and automation 3. User and role management 4. Profile options and system configuration 5. Service catalog and category hierarchy
Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Milestones and operating calendars 2. Notifications and performance tracking 3. Coverage and service tiers - Action Plans 1. Execution within service requests 2. Action plan templates
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
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. Internal collaboration tools 2. In-app notifications
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 (Q74-Q79):

NEW QUESTION # 74
Which three statements are true?

A. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
B. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
C. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
D. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.

Answer: B,C,D

NEW QUESTION # 75
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

A. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
B. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
C. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
D. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

Answer: B,D

NEW QUESTION # 76
In which three situations can default coverage be applied?

A. globally, to all service requests that do not have any other coverage
B. for a specific period of time
C. to a specific customer account
D. for a specific SR category
E. for a specific SR status

Answer: A,B,D

NEW QUESTION # 77
Which two are true characteristics about the lifecycle of a service request?

A. "Closed" status is set by an automatic job after a specified number of days.
B. "Customer working" is one of the five seeded status types.
C. Users can reopen a service request when the status is set to "Closed".
D. Users can reopen a service request when the status is set to "Resolved".
E. If required, users can manually set the "Closed" status for a service request.

Answer: A,D

NEW QUESTION # 78
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
B. Modify the default values in the Capacity fields for the channels.
C. Select the Manage Capacities task.
D. In the Work Assignments section, modify the default value in the Capacity field to a new value.

Answer: A,B

NEW QUESTION # 79
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