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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q53-Q58):

NEW QUESTION # 53
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

A. Text
B. URLs
C. Tables
D. Images
E. Other SmartText entries
F. Variables

Answer: A,C,E,F

NEW QUESTION # 54
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A. Fields
B. Reports
C. Themes
D. Roles and privileges
E. Icons
F. Object workflow
G. Objects
H. Exports

Answer: A,B,G,H

NEW QUESTION # 55
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. The signed-in user does not have the appropriate access privileges to a toolbar.
B. You entered a toolbar height that is not more than 70 pixels.
C. You did not enable the vertical toolbar which is required, while the horizontal is optional.
D. You have not enabled the Computer Telephony Integration (CTI) service.
E. The only toolbar enabled is the default one, and you must configure at least two.

Answer: C,D

NEW QUESTION # 56
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
B. Categories determine the steps an agent must follow to close the service request.
C. Filter the selection of the product related to the service request, when filtering by a particular category.
D. Categories facilitate the assignment of an agent to the service request.
E. The hierarchical structure of the categories helps to improve the service request classification.

Answer: A,D,E

NEW QUESTION # 57
Which four actions does the REST API for Service Requests (SRs) allow?

A. Update SR milestone
B. Update SR assignee
C. Delete SR by SR number
D. Delete SR by SR title
E. Create SR

Answer: A,B,C,E

NEW QUESTION # 58
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