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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: 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
Topic 2: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 3: Redwood UX and AI Features	- Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline - AI capabilities 1. Knowledge recommendations 2. SR classification AI
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. Work starvation prevention 2. Cross-channel workload distribution
Topic 5: 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 6: Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Hotkeys and shortcuts 3. Dashboards and analytics
Topic 7: Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Coverage and service tiers 2. Milestones and operating calendars 3. Notifications and performance tracking - Action Plans 1. Action plan templates 2. Execution within service requests
Topic 8: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Call flows configuration 3. Screen pop functionality
Topic 9: 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. Profile options and system configuration 2. User and role management 3. Scheduled processes and automation 4. SR outcomes and resolutions 5. Service catalog and category hierarchy

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q41-Q46):

NEW QUESTION # 41
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will _________.

A. have to contact Oracle Support for the permission to deploy your custom DCS application
B. be required to create all of your own components for the display of Engagement Cloud objects
C. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
D. not be able to preview your application before you publish it

Answer: B

NEW QUESTION # 42
Digital Customer Service application configuration settings in json.cfg include which four options?

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

Answer: B,C,E,H

NEW QUESTION # 43
Which option describes the automated page presentation for incoming calls?

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

Answer: B

NEW QUESTION # 44
What three things should you do once you have established a global default coverage?

A. Use Application Composer to configure warning emails about milestone compliance events.
B. Use Application Composer to include milestones on the Service Request Layout if desired.
C. Create an ESS job to Aggregate Service Requests.
D. Create an ESS job to Monitor Service Request Milestones.

Answer: B,C,D

NEW QUESTION # 45
Identify the sequence of steps you must follow to disable the Service Communication channels.

A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".

Answer: C

NEW QUESTION # 46
......

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