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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: 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 2: Work Assignment and Routing	- Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution - Queues and assignment rules 1. Assignment rules based on SR attributes 2. Agent capacity and availability 3. Queue configuration
Topic 3: Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Dashboards and analytics 3. Hotkeys and shortcuts
Topic 4: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 5: 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 6: 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 7: 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
Topic 8: Managing and Extending Service Requests	- Application Composer extensions 1. Groovy scripting for business logic 2. Custom objects and fields 3. Object workflows - Service Request configuration and lifecycle management 1. Profile options and system configuration 2. Scheduled processes and automation 3. Service catalog and category hierarchy 4. SR outcomes and resolutions 5. User and role management
Topic 9: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q45-Q50):

NEW QUESTION # 45
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. It allows edits to dashboard pages.
B. In includes a preview option for all standard and custom object pages.
C. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
D. It requires proper permissions to use the tools and additional permissions to edit the desired object.

Answer: C

NEW QUESTION # 46
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

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

Answer: B,C,D,E

NEW QUESTION # 47
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, Status
B. Title, Status, Problem Description
C. Title, Category, Severity
D. Title
E. Title, Category, Severity, Status

Answer: E

NEW QUESTION # 48
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
B. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
E. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
F. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.

Answer: D

NEW QUESTION # 49
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
B. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
C. Adjust permissions on all customer's profiles.
D. Adjust the inbound message filters.

Answer: A

NEW QUESTION # 50
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