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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q66-Q71):

NEW QUESTION # 66
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A. The queue defined by default is the one assigned to the service request.
B. The queue defined in the first evaluated rule is always assigned to the service request.
C. The service request assignment will be unpredictable.
D. An error will occur; no queue is assigned to the service request.

Answer: B

NEW QUESTION # 67
Which two statements are true regarding the Audit History tab of a Service Request?

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

Answer: D,E

NEW QUESTION # 68
Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. also synchronizes userIDs and passwords between DCS and Engagement Cloud
B. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
C. is real time
D. is required for every DCS instance

Answer: C,D

NEW QUESTION # 69
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 your self-registrations so that they are automatically approved.
B. Configure the self-registrations to restrict registration to only existing Contacts.
C. Disable the anonymous access option in your DCS application.
D. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.

Answer: A,B,C

NEW QUESTION # 70
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows you to use the same product hierarchy as sales
B. requires less work and effort
C. allows use of a simpler hierarchy
D. allows the display of a product hierarchy specifically for service purposes

Answer: A,B

NEW QUESTION # 71
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