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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Coverage and service tiers 2. Notifications and performance tracking 3. Milestones and operating calendars
Topic 2: 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 3: Notifications, Emails, and Interactions	- Email processing 1. Inbound/outbound email channels 2. Email templates and interaction tracking - Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools
Topic 4: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 5: Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. User and role management 2. SR outcomes and resolutions 3. Profile options and system configuration 4. Scheduled processes and automation 5. Service catalog and category hierarchy - Application Composer extensions 1. Groovy scripting for business logic 2. Custom objects and fields 3. Object workflows
Topic 6: Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. Knowledge recommendations 2. SR classification AI
Topic 7: 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. Cross-channel workload distribution 2. Work starvation prevention
Topic 8: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Screen pop functionality 3. Redwood CTI toolbar setup
Topic 9: 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 (Q65-Q70):

NEW QUESTION # 65
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A. Notes
B. Contacts
C. Sales opportunities
D. Service requests
E. Social network

Answer: C,D,E

NEW QUESTION # 66
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. Select the Manage Capacities task.
B. Modify the default values in the Capacity fields for the channels.
C. 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.
D. In the Work Assignments section, modify the default value in the Capacity field to a new value.

Answer: B,C

NEW QUESTION # 67
Digital Customer Service application configuration settings in json.cfg include which four options?

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

Answer: C,D,F,G

NEW QUESTION # 68
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. In Advanced Search, save and select the "Set as Default" box.
B. In Advanced Search, confirm Record Set = Assigned to Me.
C. Click the Show Advanced Search icon.
D. In Advanced Search, Add Channel Type = Web.
E. Change the section identified with Status = New
F. In Advanced Search, select Action > Update.

Answer: A,B,C,D,E

NEW QUESTION # 69
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

A. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
B. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
C. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
D. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.

Answer: B,D

NEW QUESTION # 70
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