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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q71-Q76):

NEW QUESTION # 71
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A. You can generate tasks for the SR object from the workflow.
B. You can send an e-mail notification to specified recipients.
C. You will be required to code any new workflow actions in Groovy.
D. You can modify the workflow to update field values within the SR object.
E. You can define the workflow to run when certain fields of the SR object are changed.
F. You must make the changes using the Page Composer tool.

Answer: A,B,D,E

NEW QUESTION # 72
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. In Advanced Search, Add Channel Type = Web.
B. Click the Show Advanced Search icon.
C. In Advanced Search, select Action > Update.
D. In Advanced Search, save and select the "Set as Default" box.
E. In Advanced Search, confirm Record Set = Assigned to Me.
F. Change the section identified with Status = New

Answer: A,B,D,E,F

NEW QUESTION # 73
What three things should you do once you have established a global default coverage?

A. Create an ESS job to Aggregate Service Requests.
B. Use Application Composer to include milestones on the Service Request Layout if desired.
C. Create an ESS job to Monitor Service Request Milestones.
D. Use Application Composer to configure warning emails about milestone compliance events.

Answer: A,B,C

NEW QUESTION # 74
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 improve the filtering of Knowledge articles that might contain a potential solution to the problem.
B. Categories determine the steps an agent must follow to close the service request.
C. The hierarchical structure of the categories helps to improve the service request classification.
D. Categories facilitate the assignment of an agent to the service request.
E. Filter the selection of the product related to the service request, when filtering by a particular category.

Answer: A,C,D

NEW QUESTION # 75
Which two are required to publish a completed Digital Customer Service (DCS) application?

A. moving the application to Staging and subsequently to Production status
B. nothing (DCS applications are always available to all users.)
C. a single "publish" action to complete the task
D. system administrator approval

Answer: A,B

NEW QUESTION # 76
......

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