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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Topic 2: Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
Topic 3: 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 4: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 5: Digital Customer Service and Chat	- Chatbot and automation 1. Virtual assistant configuration - Digital Customer Service (DCS) 1. UI themes and branding 2. Embedding Fusion Service in external apps
Topic 6: Work Assignment and Routing	- Queues and assignment rules 1. Agent capacity and availability 2. Queue configuration 3. Assignment rules based on SR attributes - Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention
Topic 7: Notifications, Emails, and Interactions	- Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels - Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools
Topic 8: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Call flows configuration 3. Redwood CTI toolbar setup
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. Scheduled processes and automation 2. Service catalog and category hierarchy 3. SR outcomes and resolutions 4. User and role management 5. Profile options and system configuration

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q71-Q76):

NEW QUESTION # 71
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

A. Verify that Root Catalog is selected on the product groups.
B. Validate that the product item is active and published.
C. Validate that Allow Duplicate is selected on the product item.
D. Verify that Eligible for Service is selected on the product item.

Answer: B

NEW QUESTION # 72
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
B. Milestones are commitments to handle SRs within certain timelines.
C. Milestones are actions on a service request (SR) that must be completed by a specific time.
D. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
E. Milestones are customizable by an administrator to include any number of organization-specific milestone types.

Answer: A,D,E

NEW QUESTION # 73
Which three types of data are included in the interaction associated with a normal call flow?

A. Contact name
B. Channel
C. Agent name
D. Service Request create date
E. Start time of the call

Answer: A,C,D

NEW QUESTION # 74
What is the main function of the Data Security Policies?

A. defines the privileges and roles a particular user can have
B. defines the views the application can access
C. defines the views or functionalities the user can access
D. defines the actions a particular user can do
E. defines the data a particular user can see and/or modify

Answer: C

NEW QUESTION # 75
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. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
B. Adjust permissions on all customer's profiles.
C. Adjust the inbound message filters.
D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer: A

NEW QUESTION # 76
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