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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: 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 2: Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform
Topic 3: Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. SmartText configuration 3. Dashboards and analytics
Topic 4: Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Milestones and operating calendars 2. Coverage and service tiers 3. Notifications and performance tracking
Topic 5: 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. Work starvation prevention 2. Cross-channel workload distribution
Topic 6: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 7: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Screen pop functionality 3. Redwood CTI toolbar setup
Topic 8: 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 9: 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. Service catalog and category hierarchy 2. User and role management 3. SR outcomes and resolutions 4. Profile options and system configuration 5. Scheduled processes and automation

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q25-Q30):

NEW QUESTION # 25
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. First Response is due on Friday, 12 noon EST.
B. Resolution is due on Saturday, 2 PM EST.
C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

Answer: A,C

NEW QUESTION # 26
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

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

Answer: A

NEW QUESTION # 27
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. Click the Show Advanced Search icon.
B. Change the section identified with Status = New
C. In Advanced Search, save and select the "Set as Default" box.
D. In Advanced Search, Add Channel Type = Web.
E. In Advanced Search, select Action > Update.
F. In Advanced Search, confirm Record Set = Assigned to Me.

Answer: A,B,C,D,F

NEW QUESTION # 28
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. In the Work Assignments section, modify the default value in the Capacity field to a new value.
C. Select the Manage Capacities task.
D. Modify the default values in the Capacity fields for the channels.

Answer: A,D

NEW QUESTION # 29
Your customer has three service request child categories under the top-level service request category "Accounts":
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
B. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.

Answer: A

NEW QUESTION # 30
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