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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Hotkeys and shortcuts 3. Dashboards and analytics
Topic 2: 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 3: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Call flows configuration 3. Redwood CTI toolbar setup
Topic 4: 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. Scheduled processes and automation 2. User and role management 3. Profile options and system configuration 4. SR outcomes and resolutions 5. Service catalog and category hierarchy
Topic 5: Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Coverage and service tiers 2. Notifications and performance tracking 3. Milestones and operating calendars
Topic 6: Notifications, Emails, and Interactions	- Notifications and collaboration 1. Internal collaboration tools 2. In-app notifications - Email processing 1. Inbound/outbound email channels 2. Email templates and interaction tracking
Topic 7: Work Assignment and Routing	- Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution - Queues and assignment rules 1. Assignment rules based on SR attributes 2. Queue configuration 3. Agent capacity and availability
Topic 8: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 9: 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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q10-Q15):

NEW QUESTION # 10
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. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
B. Select View > Detach.
C. Modify the Profile Value and save.
D. Lock the Profile Option for editing.
E. Unlock and publish the new selected profile value.
F. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.

Answer: A,C,E

NEW QUESTION # 11
Identify three considerations before starting the configuration of assignment rules to service requests.

A. the rule sets you want to create and the rules to include in each rule set
B. the candidates of service requests to use as criteria for your rule assignments
C. the candidates of queues to use as criteria for your rule assignments
D. the attributes of queues to use as criteria for your rule assignments
E. the attributes of service requests to use as criteria for your rule assignments

Answer: A,B,C

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

Answer: A,D

NEW QUESTION # 13
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

A. Time Period
B. Start/Stop
C. Interval
D. Duration
E. Available

Answer: D

NEW QUESTION # 14
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A. Select Create Category > Create Child Category.
B. Select the task Manage Service Request Categories.
C. Select Service Catalog in Functional Areas.
D. Check the Active flag.
E. Select Create Category > Create Top-Level Category.
F. Select Status = "Active".
G. Complete Category Name.

Answer: A,B,E,F

NEW QUESTION # 15
......

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