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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q14-Q19):

NEW QUESTION # 14
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 team members don't have the Email Administrator Role provisioned.
C. The team members have not established the e-mail feature on the Offerings page.
D. The environment was not provisioned correctly and the service module is missing.

Answer: C

NEW QUESTION # 15
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. Incoming messages have a custom filter.
B. The configured frequency to retrieve emails is too long.
C. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
D. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

Answer: A

NEW QUESTION # 16
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. Unlock and publish the new selected profile value.
B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
C. Lock the Profile Option for editing.
D. Select View > Detach.
E. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
F. Modify the Profile Value and save.

Answer: A,B,F

NEW QUESTION # 17
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
B. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
C. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
D. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
E. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

Answer: A,C,D

NEW QUESTION # 18
In which three situations can default coverage be applied?

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

Answer: C,D,E

NEW QUESTION # 19
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