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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Work Assignment and Routing	- Queues and assignment rules 1. Agent capacity and availability 2. Queue configuration 3. Assignment rules based on SR attributes - Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution
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
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Screen pop functionality 3. Call flows configuration
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
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. Service catalog and category hierarchy 4. Profile options and system configuration 5. SR outcomes and resolutions
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
Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. SmartText configuration 3. Dashboards and analytics
Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q61-Q66):

NEW QUESTION # 61
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
B. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
C. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
D. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.

Answer: D

NEW QUESTION # 62
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

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

Answer: A,B,C,E

NEW QUESTION # 63
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. In Advanced Search, Add Channel Type = Web.
B. In Advanced Search, select Action > Update.
C. Click the Show Advanced Search icon.
D. Change the section identified with Status = New
E. In Advanced Search, confirm Record Set = Assigned to Me.
F. In Advanced Search, save and select the "Set as Default" box.

Answer: A,C,D,E,F

NEW QUESTION # 64
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A. There are no specific e-mail tasks available.
B. The environment was not provisioned correctly and the service module is missing.
C. The team members have not established the e-mail feature on the Offerings page.
D. The team members don't have the Email Administrator Role provisioned.

Answer: C

NEW QUESTION # 65
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

A. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
B. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
C. The configured frequency to retrieve emails is too long.
D. Incoming messages have a custom filter.

Answer: D

NEW QUESTION # 66
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