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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: 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
Topic 2: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
Topic 3: Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. Knowledge recommendations 2. SR classification AI
Topic 4: 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
Topic 5: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 6: Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Coverage and service tiers 2. Milestones and operating calendars 3. Notifications and performance tracking
Topic 7: 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. User and role management 3. Service catalog and category hierarchy 4. Scheduled processes and automation 5. Profile options and system configuration
Topic 8: Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
Topic 9: Notifications, Emails, and Interactions	- Notifications and collaboration 1. Internal collaboration tools 2. In-app notifications - Email processing 1. Inbound/outbound email channels 2. Email templates and interaction tracking

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q23-Q28):

NEW QUESTION # 23
Which three subobject functions are included in the REST API for Service Requests (SRs)?

A. Delete activity
B. Update resource manager
C. Update SR reference
D. Delete message
E. Update resource member

Answer: A,C,E

NEW QUESTION # 24
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
B. Milestones are commitments to handle SRs within certain timelines.
C. Milestones are actions on a service request (SR) that must be completed by a specific time.
D. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
E. Milestones are customizable by an administrator to include any number of organization-specific milestone types.

Answer: A,D,E

NEW QUESTION # 25
Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
D. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.

Answer: A

NEW QUESTION # 26
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 the self-registrations to restrict registration to only existing Contacts.
B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
C. Disable the anonymous access option in your DCS application.
D. Configure your self-registrations so that they are automatically approved.

Answer: A,C,D

NEW QUESTION # 27
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

A. Text
B. Images
C. Variables
D. Tables
E. Other SmartText entries
F. URLs

Answer: A,C,D,E

NEW QUESTION # 28
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