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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Work Assignment and Routing	- Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention - Queues and assignment rules 1. Assignment rules based on SR attributes 2. Agent capacity and availability 3. Queue configuration
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
Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Dashboards and analytics 3. Hotkeys and shortcuts
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. SR outcomes and resolutions 2. Scheduled processes and automation 3. Profile options and system configuration 4. Service catalog and category hierarchy 5. User and role management
Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
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
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Notifications and performance tracking 2. Coverage and service tiers 3. Milestones and operating calendars - Action Plans 1. Action plan templates 2. Execution within service requests

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q32-Q37):

NEW QUESTION # 32
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 Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
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 Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".

Answer: D

NEW QUESTION # 33
Identify the sequence of steps you must follow to disable the Service Communication channels.

A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.

Answer: E

NEW QUESTION # 34
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. Time Period
B. Available
C. Start/Stop
D. Duration
E. Interval

Answer: D

NEW QUESTION # 35
In which three situations can default coverage be applied?

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

Answer: B,C,E

NEW QUESTION # 36
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 use of a simpler hierarchy
C. allows you to use the same product hierarchy as sales
D. allows the display of a product hierarchy specifically for service purposes

Answer: A,C

NEW QUESTION # 37
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