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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Hotkeys and shortcuts 3. Dashboards and analytics
Topic 2: Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Notifications and performance tracking 2. Milestones and operating calendars 3. Coverage and service tiers
Topic 3: 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 4: Notifications, Emails, and Interactions	- Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools - Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels
Topic 5: 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 6: Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. User and role management 2. Scheduled processes and automation 3. Profile options and system configuration 4. SR outcomes and resolutions 5. Service catalog and category hierarchy - Application Composer extensions 1. Object workflows 2. Groovy scripting for business logic 3. Custom objects and fields
Topic 7: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Screen pop functionality 3. Redwood CTI toolbar setup
Topic 8: Work Assignment and Routing	- Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention - Queues and assignment rules 1. Queue configuration 2. Agent capacity and availability 3. Assignment rules based on SR attributes
Topic 9: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q78-Q83):

NEW QUESTION # 78
Which option describes the automated page presentation for incoming calls?

A. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
B. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
C. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
D. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone

Answer: C

NEW QUESTION # 79
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A. Users have not been given the "Knowledge Analyst" role.
B. The User Group selected for authoring articles has been set to 'External".
C. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
D. The Base Locale for the articles has not been enabled in the correct language.

Answer: A

NEW QUESTION # 80
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
B. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
C. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Answer: C

NEW QUESTION # 81
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. Verify that Eligible for Service is selected on the product item.
C. Validate that the product item is active and published.
D. Validate that Allow Duplicate is selected on the product item.

Answer: C

NEW QUESTION # 82
Which three statements are true?

A. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
B. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
C. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
D. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.

Answer: A,B,C

NEW QUESTION # 83
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