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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q27-Q32):

NEW QUESTION # 27
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. Filter the selection of the product related to the service request, when filtering by a particular category.
B. Categories determine the steps an agent must follow to close the service request.
C. Categories facilitate the assignment of an agent to the service request.
D. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
E. The hierarchical structure of the categories helps to improve the service request classification.

Answer: C,D,E

NEW QUESTION # 28
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. 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.
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. 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.

Answer: A

NEW QUESTION # 29
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, save and select the "Set as Default" box.
B. Click the Show Advanced Search icon.
C. In Advanced Search, select Action > Update.
D. In Advanced Search, Add Channel Type = Web.
E. In Advanced Search, confirm Record Set = Assigned to Me.
F. Change the section identified with Status = New

Answer: A,B,D,E,F

NEW QUESTION # 30
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. requires less work and effort
B. allows the display of a product hierarchy specifically for service purposes
C. allows you to use the same product hierarchy as sales
D. allows use of a simpler hierarchy

Answer: A,C

NEW QUESTION # 31
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A. Themes
B. Languages
C. UI components
D. Object workflows
E. Pages
F. Business objects
G. Templates
H. Object triggers

Answer: A,D,E,F,G,H

NEW QUESTION # 32
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