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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. 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. SR outcomes and resolutions 4. Service catalog and category hierarchy 5. User and role management
Topic 2: Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Coverage and service tiers 2. Notifications and performance tracking 3. Milestones and operating calendars - Action Plans 1. Execution within service requests 2. Action plan templates
Topic 3: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Screen pop functionality 3. Redwood CTI toolbar setup
Topic 4: Notifications, Emails, and Interactions	- Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools - Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels
Topic 5: Work Assignment and Routing	- Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention - Queues and assignment rules 1. Agent capacity and availability 2. Queue configuration 3. Assignment rules based on SR attributes
Topic 6: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 7: Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
Topic 8: 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 9: 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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q29-Q34):

NEW QUESTION # 29
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. Create a Service Request.
B. Add a message to a Service Request.
C. Chat with an Agent about a Service Request.
D. View and edit attachments to a Service Request.
E. Delete a Service Request.

Answer: A,C,D,E

NEW QUESTION # 30
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

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

Answer: B,D,E,F

NEW QUESTION # 31
Your customer has three service request child categories under the top-level service request category "Accounts":
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
D. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.

Answer: B

NEW QUESTION # 32
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?

A. The signed-in user does not have the appropriate access privileges to a toolbar.
B. You entered a toolbar height that is not more than 70 pixels.
C. The only toolbar enabled is the default one, and you must configure at least two.
D. You have not enabled the Computer Telephony Integration (CTI) service.
E. You did not enable the vertical toolbar which is required, while the horizontal is optional.

Answer: D,E

NEW QUESTION # 33
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

A. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
B. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
D. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
E. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
F. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.

Answer: C

NEW QUESTION # 34
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