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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q43-Q48):

NEW QUESTION # 43
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. Add a message to a Service Request.
B. View and edit attachments to a Service Request.
C. Chat with an Agent about a Service Request.
D. Delete a Service Request.
E. Create a Service Request.

Answer: B,C,D,E

NEW QUESTION # 44
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. In includes a preview option for all standard and custom object pages.
C. It requires proper permissions to use the tools and additional permissions to edit the desired object.
D. It requires the use of a sandbox to modify the fields associated with standard and custom objects.

Answer: D

NEW QUESTION # 45
Which two steps are needed to create a new business object in Digital Customer Service?

A. Assign the new business object to a page.
B. Map a Visual Builder Cloud Service business object to the object API.
C. Assign object access roles to an administrative user.
D. Assign the new business object to a new component.

Answer: B,C

NEW QUESTION # 46
In which three situations can default coverage be applied?

A. to a specific customer account
B. for a specific SR status
C. globally, to all service requests that do not have any other coverage
D. for a specific period of time
E. for a specific SR category

Answer: C,D,E

NEW QUESTION # 47
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A. Complete Category Name.
B. Check the Active flag.
C. Select Create Category > Create Child Category.
D. Select Service Catalog in Functional Areas.
E. Select Status = "Active".
F. Select Create Category > Create Top-Level Category.
G. Select the task Manage Service Request Categories.

Answer: C,E,F,G

NEW QUESTION # 48
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