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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Managing and Extending Service Requests	- Application Composer extensions 1. Object workflows 2. Groovy scripting for business logic 3. Custom objects and fields - 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
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Call flows configuration 3. Screen pop functionality
Notifications, Emails, and Interactions	- Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools - Email processing 1. Inbound/outbound email channels 2. Email templates and interaction tracking
Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
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
Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Hotkeys and shortcuts 3. Dashboards and analytics
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Customer Entitlements and Action Plans	- Action Plans 1. Action plan templates 2. Execution within service requests - Entitlements and SLAs 1. Coverage and service tiers 2. Notifications and performance tracking 3. Milestones and operating calendars
Work Assignment and Routing	- Queues and assignment rules 1. Queue configuration 2. Assignment rules based on SR attributes 3. Agent capacity and availability - Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q69-Q74):

NEW QUESTION # 69
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. 1,2,3,4
B. 3,2,4,1
C. 1,3,2,4
D. 2,4,3,1

Answer: A

NEW QUESTION # 70
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

A. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
B. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
C. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
D. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

Answer: D

NEW QUESTION # 71
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?

A. Configure the self-registrations to restrict registration to only existing Contacts.
B. Disable the anonymous access option in your DCS application.
C. Configure your self-registrations so that they are automatically approved.
D. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.

Answer: A,B,C

NEW QUESTION # 72
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. 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.
B. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
C. 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.
D. 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.
E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

Answer: C,D,E

NEW QUESTION # 73
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. 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.
B. 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.
C. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
D. 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.

Answer: B

NEW QUESTION # 74
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