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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
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
Work Assignment and Routing	- Queues and assignment rules 1. Agent capacity and availability 2. Assignment rules based on SR attributes 3. Queue configuration - Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Service catalog and category hierarchy 2. Profile options and system configuration 3. SR outcomes and resolutions 4. Scheduled processes and automation 5. User and role management - Application Composer extensions 1. Object workflows 2. Custom objects and fields 3. Groovy scripting for business logic
Customer Entitlements and Action Plans	- Action Plans 1. Action plan templates 2. Execution within service requests - Entitlements and SLAs 1. Notifications and performance tracking 2. Milestones and operating calendars 3. Coverage and service tiers
Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
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
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Screen pop functionality 3. Call flows configuration

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q76-Q81):

NEW QUESTION # 76
Digital Customer Service application configuration settings in json.cfg include which four options?

A. Default notification preferences
B. Default chat channel preferences
C. Default timezone
D. Knowledge management language locales
E. Product and category filtering
F. Default communication preferences
G. Service request links
H. Knowledge management article links

Answer: D,E,G,H

NEW QUESTION # 77
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. Modify the Profile Value and save.
B. Select View > Detach.
C. Unlock and publish the new selected profile value.
D. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
E. Lock the Profile Option for editing.
F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

Answer: A,C,F

NEW QUESTION # 78
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

A. DCS is a visual development tool for creating applications in VBCS.
B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
D. VBCS is a visual development tool for creating applications in DCS.

Answer: C,D

NEW QUESTION # 79
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. Add a message to a Service Request.
B. Chat with an Agent about a Service Request.
C. View and edit attachments to a Service Request.
D. Create a Service Request.
E. Delete a Service Request.

Answer: B,C,D,E

NEW QUESTION # 80
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A. Adjust the inbound message filters.
B. Adjust permissions on all customer's profiles.
C. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer: C

NEW QUESTION # 81
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