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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. Object workflows 3. Custom objects and fields - Service Request configuration and lifecycle management 1. Scheduled processes and automation 2. Profile options and system configuration 3. Service catalog and category hierarchy 4. User and role management 5. SR outcomes and resolutions
Topic 2: Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. Dashboards and analytics 3. SmartText configuration
Topic 3: Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Topic 4: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 5: 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. Notifications and performance tracking 3. Milestones and operating calendars
Topic 6: 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
Topic 7: 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 8: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
Topic 9: 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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q67-Q72):

NEW QUESTION # 67
Which statement is correct when describing the process of adding assignment rules from Service Setup?

A. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
B. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
C. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
D. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

Answer: A

NEW QUESTION # 68
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A. Modify the Profile Value and save.
B. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
C. Unlock and publish the new selected profile value.
D. Lock the Profile Option for editing.
E. Select View > Detach.
F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

Answer: A,C,F

NEW QUESTION # 69
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

A. Make them available to external users by giving them access to the internal "My Knowledge" page.
B. Make them available externally to customers via My Digital Customer Service (DCS).
C. Make them available to employees and agents via My Knowledge.
D. Make them available internally to agents as part of the Service Request Knowledge Panel.
E. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

Answer: B,C,E

NEW QUESTION # 70
Which three statements are true?

A. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
B. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
C. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
D. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

Answer: B,C,D

NEW QUESTION # 71
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 requires proper permissions to use the tools and additional permissions to edit the desired object.
B. It allows edits to dashboard pages.
C. In includes a preview option for all standard and custom object pages.
D. It requires the use of a sandbox to modify the fields associated with standard and custom objects.

Answer: D

NEW QUESTION # 72
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