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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Dashboards and analytics 3. Hotkeys and shortcuts
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Service catalog and category hierarchy 2. Profile options and system configuration 3. Scheduled processes and automation 4. User and role management 5. SR outcomes and resolutions - Application Composer extensions 1. Custom objects and fields 2. Groovy scripting for business logic 3. Object workflows
Notifications, Emails, and Interactions	- Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels - Notifications and collaboration 1. Internal collaboration tools 2. In-app notifications
Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
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
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
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Milestones and operating calendars 2. Notifications and performance tracking 3. Coverage and service tiers
Redwood UX and AI Features	- Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline - AI capabilities 1. SR classification AI 2. Knowledge recommendations

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q57-Q62):

NEW QUESTION # 57
Which four statements are correct about hotkeys for Action Commands?

A. They allow a user to escalate a service request.
B. They allow a user to copy a service request.
C. They can all be modified.
D. They have default values.
E. They allow a user to forward a service request.
F. They can be assigned to a custom action script.

Answer: A,C,D,E

NEW QUESTION # 58
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, Status
B. Title, Status
C. Title, Category, Severity
D. Title
E. Title, Status, Problem Description

Answer: A

NEW QUESTION # 59
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. Create a Service Request.
B. View and edit attachments to a Service Request.
C. Add a message to a Service Request.
D. Delete a Service Request.
E. Chat with an Agent about a Service Request.

Answer: A,B,D,E

NEW QUESTION # 60
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A. Roles and privileges
B. Objects
C. Fields
D. Icons
E. Themes
F. Exports
G. Object workflow
H. Reports

Answer: B,C,F,H

NEW QUESTION # 61
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

A. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
B. Enable new locales for the languages to be used and provision designated users to translate the articles.
C. Modify the original base locales of the articles to match the target language.
D. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.

Answer: B

NEW QUESTION # 62
......

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