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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
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
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. SR outcomes and resolutions 2. Service catalog and category hierarchy 3. Scheduled processes and automation 4. User and role management 5. Profile options and system configuration - Application Composer extensions 1. Groovy scripting for business logic 2. Custom objects and fields 3. Object workflows
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Redwood CTI toolbar setup 3. Call flows configuration
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. Coverage and service tiers 3. Milestones and operating calendars
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. SmartText configuration 2. Dashboards and analytics 3. Hotkeys and shortcuts
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
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. Embedding Fusion Service in external apps 2. UI themes and branding - Chatbot and automation 1. Virtual assistant configuration

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q26-Q31):

NEW QUESTION # 26
What should you do to enable Password Reset in Digital Customer Service (DCS)?

A. Enable the "Password Reset" option in the User Administration component.
B. Add the Password Reset component to your DCS application.
C. Obtain the Change Password Link and add it to your DCS page.
D. Instruct users that they can only change their password by chatting with an agent.

Answer: C

NEW QUESTION # 27
Which two are true characteristics about the lifecycle of a service request?

A. "Closed" status is set by an automatic job after a specified number of days.
B. Users can reopen a service request when the status is set to "Closed".
C. Users can reopen a service request when the status is set to "Resolved".
D. If required, users can manually set the "Closed" status for a service request.
E. "Customer working" is one of the five seeded status types.

Answer: A,C

NEW QUESTION # 28
Which four actions does the REST API for Service Requests (SRs) allow?

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

Answer: A,B,D,E

NEW QUESTION # 29
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A. You can modify the workflow to update field values within the SR object.
B. You can send an e-mail notification to specified recipients.
C. You must make the changes using the Page Composer tool.
D. You will be required to code any new workflow actions in Groovy.
E. You can define the workflow to run when certain fields of the SR object are changed.
F. You can generate tasks for the SR object from the workflow.

Answer: A,B,E,F

NEW QUESTION # 30
In which three situations can default coverage be applied?

A. for a specific period of time
B. globally, to all service requests that do not have any other coverage
C. for a specific SR category
D. for a specific SR status
E. to a specific customer account

Answer: A,B,C

NEW QUESTION # 31
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