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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q46-Q51):

NEW QUESTION # 46
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
B. It enables anonymous users to search the DCS knowledge base.
C. It is configured exclusively via the Engagement Cloud Security Console.
D. It does not require matching passwords between Engagement Cloud and DCS.

Answer: B,C

NEW QUESTION # 47
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. for a specific SR category
D. to a specific customer account
E. for a specific SR status

Answer: A,B,C

NEW QUESTION # 48
Which statement is correct when describing the process of adding assignment rules from Service Setup?

A. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
B. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
C. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
D. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

Answer: A

NEW QUESTION # 49
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will _________.

A. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
B. have to contact Oracle Support for the permission to deploy your custom DCS application
C. be required to create all of your own components for the display of Engagement Cloud objects
D. not be able to preview your application before you publish it

Answer: C

NEW QUESTION # 50
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 did not enable the vertical toolbar which is required, while the horizontal is optional.
B. The only toolbar enabled is the default one, and you must configure at least two.
C. The signed-in user does not have the appropriate access privileges to a toolbar.
D. You entered a toolbar height that is not more than 70 pixels.
E. You have not enabled the Computer Telephony Integration (CTI) service.

Answer: A,E

NEW QUESTION # 51
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