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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Topic 2: Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Profile options and system configuration 2. Service catalog and category hierarchy 3. SR outcomes and resolutions 4. Scheduled processes and automation 5. User and role management - Application Composer extensions 1. Object workflows 2. Groovy scripting for business logic 3. Custom objects and fields
Topic 3: 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 4: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 5: 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
Topic 6: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Redwood CTI toolbar setup 3. Call flows configuration
Topic 7: Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Hotkeys and shortcuts 3. Dashboards and analytics
Topic 8: 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 9: Notifications, Emails, and Interactions	- Notifications and collaboration 1. Internal collaboration tools 2. In-app notifications - Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q21-Q26):

NEW QUESTION # 21
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
B. It is configured exclusively via the Engagement Cloud Security Console.
C. It does not require matching passwords between Engagement Cloud and DCS.
D. It enables anonymous users to search the DCS knowledge base.

Answer: B,D

NEW QUESTION # 22
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A. Add images as the product image will not be pulled from Engagement Cloud.
B. Add product ID(s) to the database component.
C. Add the Product object to your DCS application.
D. Configure products groups and product items in Engagement Cloud.

Answer: B,C,D

NEW QUESTION # 23
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 Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
C. 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.
D. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.

Answer: A

NEW QUESTION # 24
If you want to disable the ability to delete activities for all users, what action should you perform?

A. Remove the users of the roles who have the "delete activities" access.
B. Remove the "delete activities" privilege from all the roles for users who have this access.
C. Remove the "delete activities" button from all pages used by the users who have this access.
D. Remove the "delete activities" role from all the users who have this role.

Answer: A

NEW QUESTION # 25
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A. Manage Service Request Categories
B. Manage Service Request Severities
C. Manage Service Request Products
D. Manage Service Request Resolutions
E. Manage Service Request Queue
F. Manage Service Request Status Values

Answer: A,C,E,F

NEW QUESTION # 26
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