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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Redwood CTI toolbar setup 3. Call flows configuration
Topic 2: Managing and Extending Service Requests	- Application Composer extensions 1. Groovy scripting for business logic 2. Object workflows 3. Custom objects and fields - Service Request configuration and lifecycle management 1. SR outcomes and resolutions 2. Profile options and system configuration 3. User and role management 4. Scheduled processes and automation 5. Service catalog and category hierarchy
Topic 3: 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 4: Work Assignment and Routing	- Queues and assignment rules 1. Queue configuration 2. Agent capacity and availability 3. Assignment rules based on SR attributes - Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention
Topic 5: 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. Action plan templates 2. Execution within service requests
Topic 6: Notifications, Emails, and Interactions	- Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools - Email processing 1. Inbound/outbound email channels 2. Email templates and interaction tracking
Topic 7: Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform
Topic 8: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 9: Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Dashboards and analytics 3. Hotkeys and shortcuts

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q31-Q36):

NEW QUESTION # 31
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A. Specify the warning threshold for the milestone in the standard coverages.
B. Configure an analytics report showing milestones in warning status.
C. Add an extension column to the milestone object to hold the warning threshold value.
D. Configure an object workflow action to send the email when the milestone status changes to warning.
E. Create standard text to be posted to the message thread.
F. Configure the email template to be used for notification.

Answer: A,B,F

NEW QUESTION # 32
Which option describes the automated page presentation for incoming calls?

A. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
B. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
C. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
D. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone

Answer: B

NEW QUESTION # 33
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A. Contacts
B. Sales opportunities
C. Notes
D. Social network
E. Service requests

Answer: B,D,E

NEW QUESTION # 34
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
B. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

Answer: A

NEW QUESTION # 35
Which two options are true about reporting on milestones?

A. Administrator-defined milestone data is not included in Analytics.
B. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
C. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
D. No standard reports on milestones are provided.

Answer: A,C

NEW QUESTION # 36
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