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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. Hotkeys and shortcuts 3. SmartText configuration
Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Notifications and performance tracking 2. Milestones and operating calendars 3. Coverage and service tiers - Action Plans 1. Action plan templates 2. Execution within service requests
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Screen pop functionality 3. Redwood CTI toolbar setup
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. Profile options and system configuration 3. SR outcomes and resolutions 4. Service catalog and category hierarchy 5. Scheduled processes and automation
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. Cross-channel workload distribution 2. Work starvation prevention
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
Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
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
Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. SR classification AI 2. Knowledge recommendations

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

NEW QUESTION # 66
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
B. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
C. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
D. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.

Answer: B

NEW QUESTION # 67
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A. Manage Service Request Queue
B. Manage Service Request Severities
C. Manage Service Request Categories
D. Manage Service Request Status Values
E. Manage Service Request Products
F. Manage Service Request Resolutions

Answer: A,C,D,E

NEW QUESTION # 68
Which three types of data are included in the interaction associated with a normal call flow?

A. Contact name
B. Channel
C. Agent name
D. Start time of the call
E. Service Request create date

Answer: A,C,E

NEW QUESTION # 69
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A. Add the Product object to your DCS application.
B. Add product ID(s) to the database component.
C. Configure products groups and product items in Engagement Cloud.
D. Add images as the product image will not be pulled from Engagement Cloud.

Answer: A,B,C

NEW QUESTION # 70
Which two keyboard shortcuts can be modified?

A. OK
B. Save and Close
C. Create Service Request
D. Cancel
E. Save and Continue

Answer: A,C

NEW QUESTION # 71
......

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