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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 2: Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
Topic 3: Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform
Topic 4: Managing and Extending Service Requests	- Application Composer extensions 1. Custom objects and fields 2. Object workflows 3. Groovy scripting for business logic - Service Request configuration and lifecycle management 1. SR outcomes and resolutions 2. Profile options and system configuration 3. Scheduled processes and automation 4. Service catalog and category hierarchy 5. User and role management
Topic 5: 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 6: Digital Customer Service and Chat	- Digital Customer Service (DCS) 1. UI themes and branding 2. Embedding Fusion Service in external apps - Chatbot and automation 1. Virtual assistant configuration
Topic 7: 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. Milestones and operating calendars 3. Notifications and performance tracking
Topic 8: 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. Work starvation prevention 2. Cross-channel workload distribution
Topic 9: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Screen pop functionality 3. Call flows configuration

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Oracle Fusion Service 2026 Implementation Professional 認定 1Z0-1064-26 試験問題 (Q16-Q21):

質問 # 16
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A. Create standard text to be posted to the message thread.
B. Configure the email template to be used for notification.
C. Configure an object workflow action to send the email when the milestone status changes to warning.
D. Configure an analytics report showing milestones in warning status.
E. Add an extension column to the milestone object to hold the warning threshold value.
F. Specify the warning threshold for the milestone in the standard coverages.

正解：B、D、F

質問 # 17
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?

A. You have not enabled the Computer Telephony Integration (CTI) service.
B. You did not enable the vertical toolbar which is required, while the horizontal is optional.
C. You entered a toolbar height that is not more than 70 pixels.
D. The only toolbar enabled is the default one, and you must configure at least two.
E. The signed-in user does not have the appropriate access privileges to a toolbar.

正解：A、B

質問 # 18
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
B. The hierarchical structure of the categories helps to improve the service request classification.
C. Categories determine the steps an agent must follow to close the service request.
D. Filter the selection of the product related to the service request, when filtering by a particular category.
E. Categories facilitate the assignment of an agent to the service request.

正解：A、B、E

質問 # 19
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A. Unlock and publish the new selected profile value.
B. Select View > Detach.
C. Lock the Profile Option for editing.
D. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
E. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
F. Modify the Profile Value and save.

正解：A、E、F

質問 # 20
What is the main function of the Data Security Policies?

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

正解：C

質問 # 21
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