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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Managing and Extending Service Requests	- Application Composer extensions 1. Groovy scripting for business logic 2. Custom objects and fields 3. Object workflows - Service Request configuration and lifecycle management 1. SR outcomes and resolutions 2. Service catalog and category hierarchy 3. Profile options and system configuration 4. Scheduled processes and automation 5. User and role management
Topic 2: 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. Execution within service requests 2. Action plan templates
Topic 3: 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
Topic 4: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 5: 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 6: 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 7: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Call flows configuration 3. Redwood CTI toolbar setup
Topic 8: Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. Dashboards and analytics 3. SmartText configuration
Topic 9: Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q76-Q81):

NEW QUESTION # 76
Identify the sequence of steps you must follow to disable the Service Communication channels.

A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.

Answer: A

NEW QUESTION # 77
Which option describes the automated page presentation for incoming calls?

A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
B. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone

Answer: A

NEW QUESTION # 78
Which two keyboard shortcuts can be modified?

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

Answer: C,D

NEW QUESTION # 79
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. Modify the original base locales of the articles to match the target language.
B. Enable new locales for the languages to be used and provision designated users to translate the articles.
C. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
D. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.

Answer: B

NEW QUESTION # 80
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. 2,4,3,1
B. 1,3,2,4
C. 1,2,3,4
D. 3,2,4,1

Answer: C

NEW QUESTION # 81
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