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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
Topic 2: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 3: Notifications, Emails, and Interactions	- Email processing 1. Inbound/outbound email channels 2. Email templates and interaction tracking - Notifications and collaboration 1. Internal collaboration tools 2. In-app notifications
Topic 4: Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
Topic 5: Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. User and role management 2. SR outcomes and resolutions 3. Service catalog and category hierarchy 4. Scheduled processes and automation 5. Profile options and system configuration - Application Composer extensions 1. Object workflows 2. Custom objects and fields 3. Groovy scripting for business logic
Topic 6: Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. Knowledge recommendations 2. SR classification AI
Topic 7: Work Assignment and Routing	- Queues and assignment rules 1. Queue configuration 2. Assignment rules based on SR attributes 3. Agent capacity and availability - Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution
Topic 8: 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
Topic 9: Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Milestones and operating calendars 2. Coverage and service tiers 3. Notifications and performance tracking - Action Plans 1. Action plan templates 2. Execution within service requests

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q58-Q63):

NEW QUESTION # 58
You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.

A. You must retrieve large volumes of data through a REST API endpoint.
B. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
C. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
D. You can download large volumes of SR data from the Analytics interface.

Answer: B,D

NEW QUESTION # 59
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. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
C. Select View > Detach.
D. Modify the Profile Value and save.
E. Unlock and publish the new selected profile value.
F. Lock the Profile Option for editing.

Answer: B,D,E

NEW QUESTION # 60
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A. Title
B. Title, Status
C. Title, Category, Severity, Status
D. Title, Status, Problem Description
E. Title, Category, Severity

Answer: C

NEW QUESTION # 61
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. The hierarchical structure of the categories helps to improve the service request classification.
B. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
C. Filter the selection of the product related to the service request, when filtering by a particular category.
D. Categories determine the steps an agent must follow to close the service request.
E. Categories facilitate the assignment of an agent to the service request.

Answer: A,B,E

NEW QUESTION # 62
Which two options are true about reporting on milestones?

A. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
B. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
C. No standard reports on milestones are provided.
D. Administrator-defined milestone data is not included in Analytics.

Answer: B,D

NEW QUESTION # 63
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