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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q21-Q26):

NEW QUESTION # 21
Which two statements are true regarding the Audit History tab of a Service Request?

A. It is available only to authorized administrators.
B. It allows users to save searches for later reuse.
C. It is exportable to Excel.
D. It is enabled by default.
E. It is searchable by date range, username, event type, event severity, and event duration.

Answer: B,D

NEW QUESTION # 22
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, Category, Severity
B. Title
C. Title, Category, Severity, Status
D. Title, Status, Problem Description
E. Title, Status

Answer: C

NEW QUESTION # 23
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. Categories facilitate the assignment of an agent to the service request.
D. Filter the selection of the product related to the service request, when filtering by a particular category.
E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

Answer: B,C,E

NEW QUESTION # 24
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
B. It enables anonymous users to search the DCS knowledge base.
C. It does not require matching passwords between Engagement Cloud and DCS.
D. It is configured exclusively via the Engagement Cloud Security Console.

Answer: B,D

NEW QUESTION # 25
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

A. Resolution is due on Saturday, 2 PM EST.
B. First Response is due on Friday, 12 noon EST.
C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

Answer: B,C

NEW QUESTION # 26
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