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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform
Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Notifications and performance tracking 2. Milestones and operating calendars 3. Coverage and service tiers
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. Agent capacity and availability 3. Queue configuration
Notifications, Emails, and Interactions	- Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools - Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels
Digital Customer Service and Chat	- Digital Customer Service (DCS) 1. UI themes and branding 2. Embedding Fusion Service in external apps - Chatbot and automation 1. Virtual assistant configuration
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Redwood CTI toolbar setup 3. Call flows configuration
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Profile options and system configuration 2. Scheduled processes and automation 3. User and role management 4. Service catalog and category hierarchy 5. SR outcomes and resolutions - Application Composer extensions 1. Groovy scripting for business logic 2. Object workflows 3. Custom objects and fields
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q16-Q21):

NEW QUESTION # 16
Which three types of data are included in the interaction associated with a normal call flow?

A. Agent name
B. Contact name
C. Service Request create date
D. Start time of the call
E. Channel

Answer: A,B,C

NEW QUESTION # 17
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 Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
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 Child categories, search for the "Accounts" category and deselect the "Active" Column.

Answer: A

NEW QUESTION # 18
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. Modify the default values in the Capacity fields for the channels.
C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
D. Select the Manage Capacities task.

Answer: A,B

NEW QUESTION # 19
Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
B. also synchronizes userIDs and passwords between DCS and Engagement Cloud
C. is real time
D. is required for every DCS instance

Answer: C,D

NEW QUESTION # 20
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows use of a simpler hierarchy
B. allows you to use the same product hierarchy as sales
C. requires less work and effort
D. allows the display of a product hierarchy specifically for service purposes

Answer: B,C

NEW QUESTION # 21
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