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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q50-Q55):

NEW QUESTION # 50
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

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

Answer: A,C,D,F

NEW QUESTION # 51
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
B. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
C. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
D. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
E. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

Answer: A,B,C

NEW QUESTION # 52
You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.

A. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
B. You can download large volumes of SR data from the Analytics interface.
C. You must retrieve large volumes of data through a REST API endpoint.
D. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

Answer: B,D

NEW QUESTION # 53
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A. 3,2,4,1
B. 1,2,3,4
C. 1,3,2,4
D. 2,4,3,1

Answer: B

NEW QUESTION # 54
Identify three considerations before starting the configuration of assignment rules to service requests.

A. the candidates of queues to use as criteria for your rule assignments
B. the candidates of service requests to use as criteria for your rule assignments
C. the rule sets you want to create and the rules to include in each rule set
D. the attributes of queues to use as criteria for your rule assignments
E. the attributes of service requests to use as criteria for your rule assignments

Answer: A,B,C

NEW QUESTION # 55
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