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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q17-Q22):

NEW QUESTION # 17
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

A. Make them available to employees and agents via My Knowledge.
B. Make them available internally to agents as part of the Service Request Knowledge Panel.
C. Make them available externally to customers via My Digital Customer Service (DCS).
D. Make them available to external users by giving them access to the internal "My Knowledge" page.
E. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

Answer: A,C,E

NEW QUESTION # 18
Which three types of data are included in the interaction associated with a normal call flow?

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

Answer: B,D,E

NEW QUESTION # 19
Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
B. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.

Answer: C

NEW QUESTION # 20
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A. Title
B. Title, Status, Problem Description
C. Title, Status
D. Title, Category, Severity
E. Title, Category, Severity, Status

Answer: E

NEW QUESTION # 21
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A. The batch job for recommendations has not been executed.
B. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
C. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
D. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
E. The profile CSO_ENABLE_SVC_KMHOME is set to Y.

Answer: B

NEW QUESTION # 22
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