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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q38-Q43):

NEW QUESTION # 38
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
B. Users have not been given the "Knowledge Analyst" role.
C. The Base Locale for the articles has not been enabled in the correct language.
D. The User Group selected for authoring articles has been set to 'External".

Answer: B

NEW QUESTION # 39
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. Adjust permissions on all customer's profiles.
B. Adjust the inbound message filters.
C. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer: C

NEW QUESTION # 40
If you want to disable the ability to delete activities for all users, what action should you perform?

A. Remove the users of the roles who have the "delete activities" access.
B. Remove the "delete activities" role from all the users who have this role.
C. Remove the "delete activities" privilege from all the roles for users who have this access.
D. Remove the "delete activities" button from all pages used by the users who have this access.

Answer: A

NEW QUESTION # 41
Which statement is correct when describing the process of adding assignment rules from Service Setup?

A. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
B. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
C. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
D. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.

Answer: D

NEW QUESTION # 42
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

A. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
B. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
C. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
D. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

Answer: D

NEW QUESTION # 43
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