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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
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
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
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
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
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. Hotkeys and shortcuts 3. SmartText configuration
Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Digital Customer Service and Chat	- Chatbot and automation 1. Virtual assistant configuration - Digital Customer Service (DCS) 1. Embedding Fusion Service in external apps 2. UI themes and branding
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Managing and Extending Service Requests	- Application Composer extensions 1. Object workflows 2. Custom objects and fields 3. Groovy scripting for business logic - Service Request configuration and lifecycle management 1. User and role management 2. Scheduled processes and automation 3. Profile options and system configuration 4. Service catalog and category hierarchy 5. SR outcomes and resolutions

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q10-Q15):

NEW QUESTION # 10
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A. Do not choose any optional criteria columns.
B. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
D. Choose all optional result columns.

Answer: A,B,C

NEW QUESTION # 11
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn-test.fa.extservice.incoming.2@oracle.com. {# #SR0000003056# #}" Which statement is true?

A. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C. You have to edit the e-mail template and add HTML code to customize the standard text section.
D. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

Answer: B

NEW QUESTION # 12
In which three situations can default coverage be applied?

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

Answer: A,B,D

NEW QUESTION # 13
Which two statements are true regarding the Audit History tab of a Service Request?

A. It is available only to authorized administrators.
B. It is searchable by date range, username, event type, event severity, and event duration.
C. It is enabled by default.
D. It allows users to save searches for later reuse.
E. It is exportable to Excel.

Answer: C,D

NEW QUESTION # 14
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?

A. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
B. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
C. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
D. The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.

Answer: A

NEW QUESTION # 15
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