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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q54-Q59):

NEW QUESTION # 54
To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?

A. Your changes are isolated and do not impact other users' configuration environments or the production environment.
B. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
C. You can set a second sandbox as Active at the same time in order to begin working on another new object.
D. Multiple users cannot use your sandbox at the same time.

Answer: A,B

NEW QUESTION # 55
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

A. Available
B. Start/Stop
C. Interval
D. Time Period
E. Duration

Answer: E

NEW QUESTION # 56
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. 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.
B. 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.
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 # 57
Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.

Answer: B

NEW QUESTION # 58
Which two options are true about reporting on milestones?

A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
B. No standard reports on milestones are provided.
C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
D. Administrator-defined milestone data is not included in Analytics.

Answer: A,D

NEW QUESTION # 59
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