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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
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
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
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Screen pop functionality 3. Call flows configuration
Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. SR classification AI 2. Knowledge recommendations
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. User and role management 5. Profile options and system configuration - Application Composer extensions 1. Groovy scripting for business logic 2. Object workflows 3. Custom objects and fields
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
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
Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Notifications and performance tracking 2. Coverage and service tiers 3. Milestones and operating calendars - Action Plans 1. Execution within service requests 2. Action plan templates

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q29-Q34):

NEW QUESTION # 29
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

A. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
B. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
D. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
E. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
F. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.

Answer: C

NEW QUESTION # 30
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

A. Incoming messages have a custom filter.
B. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
C. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
D. The configured frequency to retrieve emails is too long.

Answer: A

NEW QUESTION # 31
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?

A. You entered a toolbar height that is not more than 70 pixels.
B. You did not enable the vertical toolbar which is required, while the horizontal is optional.
C. You have not enabled the Computer Telephony Integration (CTI) service.
D. The only toolbar enabled is the default one, and you must configure at least two.
E. The signed-in user does not have the appropriate access privileges to a toolbar.

Answer: B,C

NEW QUESTION # 32
Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
B. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.

Answer: C

NEW QUESTION # 33
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A. An error will occur; no queue is assigned to the service request.
B. The queue defined in the first evaluated rule is always assigned to the service request.
C. The service request assignment will be unpredictable.
D. The queue defined by default is the one assigned to the service request.

Answer: B

NEW QUESTION # 34
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