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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q78-Q83):

NEW QUESTION # 78
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

A. DCS is a visual development tool for creating applications in VBCS.
B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
D. VBCS is a visual development tool for creating applications in DCS.

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

Answer: C

NEW QUESTION # 80
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, confirm Record Set = Assigned to Me.
B. In Advanced Search, select Action > Update.
C. In Advanced Search, Add Channel Type = Web.
D. Change the section identified with Status = New
E. Click the Show Advanced Search icon.
F. In Advanced Search, save and select the "Set as Default" box.

Answer: A,C,D,E,F

NEW QUESTION # 81
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. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
D. Disable the anonymous access option in your DCS application.

Answer: A,B,D

NEW QUESTION # 82
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. It allows edits to dashboard pages.
B. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
C. It requires proper permissions to use the tools and additional permissions to edit the desired object.
D. In includes a preview option for all standard and custom object pages.

Answer: B

NEW QUESTION # 83
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