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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q72-Q77):

NEW QUESTION # 72
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 user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
B. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
C. The batch job for recommendations has not been executed.
D. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
E. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.

Answer: A

NEW QUESTION # 73
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 determine the steps an agent must follow to close the service request.
B. The hierarchical structure of the categories helps to improve the service request classification.
C. Filter the selection of the product related to the service request, when filtering by a particular category.
D. Categories facilitate the assignment of an agent to the service request.
E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

Answer: B,D,E

NEW QUESTION # 74
Which two are required to publish a completed Digital Customer Service (DCS) application?

A. system administrator approval
B. nothing (DCS applications are always available to all users.)
C. a single "publish" action to complete the task
D. moving the application to Staging and subsequently to Production status

Answer: B,D

NEW QUESTION # 75
What is the main function of the Data Security Policies?

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

Answer: E

NEW QUESTION # 76
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn-test.fa.extservice.incoming.2@oracle.com. {# #SR0000003056# #}" Which statement is true?

A. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D. You have to edit the e-mail template and add HTML code to customize the standard text section.

Answer: A

NEW QUESTION # 77
......

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