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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q19-Q24):

NEW QUESTION # 19
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. 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.
B. 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.
C. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
D. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
E. 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.

Answer: A,B,C

NEW QUESTION # 20
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_KNOWLEDGE_FAVORITING is set to N.
B. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
C. The batch job for recommendations has not been executed.
D. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

Answer: D

NEW QUESTION # 21
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 > Select the "Disable" column in "Service entitlements"
B. 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.
C. 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".
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 Communication Channels > Deselect the "Communication" option.
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 all the options.

Answer: D

NEW QUESTION # 22
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. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
B. Select View > Detach.
C. Unlock and publish the new selected profile value.
D. Lock the Profile Option for editing.
E. Modify the Profile Value and save.
F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

Answer: C,E,F

NEW QUESTION # 23
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A. Object workflow
B. Icons
C. Themes
D. Reports
E. Exports
F. Roles and privileges
G. Objects
H. Fields

Answer: D,E,G,H

NEW QUESTION # 24
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