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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Work Assignment and Routing	- Queues and assignment rules 1. Agent capacity and availability 2. Assignment rules based on SR attributes 3. Queue configuration - Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution
Topic 2: 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
Topic 3: Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. SmartText configuration 3. Dashboards and analytics
Topic 4: 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. Coverage and service tiers 3. Milestones and operating calendars
Topic 5: Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Scheduled processes and automation 2. Service catalog and category hierarchy 3. Profile options and system configuration 4. SR outcomes and resolutions 5. User and role management - Application Composer extensions 1. Object workflows 2. Groovy scripting for business logic 3. Custom objects and fields
Topic 6: Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Topic 7: Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Topic 8: 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
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 (Q18-Q23):

NEW QUESTION # 18
Which three subobject functions are included in the REST API for Service Requests (SRs)?

A. Update resource member
B. Update SR reference
C. Update resource manager
D. Delete activity
E. Delete message

Answer: A,B,D

NEW QUESTION # 19
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
B. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
C. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

Answer: B

NEW QUESTION # 20
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn-test.fa.extservice.incoming.2@oracle.com. {# #SR0000003056# #}" Which statement is true?

A. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D. You have to edit the e-mail template and add HTML code to customize the standard text section.

Answer: B

NEW QUESTION # 21
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

A. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
B. VBCS is a visual development tool for creating applications in DCS.
C. DCS is a visual development tool for creating applications in VBCS.
D. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.

Answer: A,B

NEW QUESTION # 22
What three things should you do once you have established a global default coverage?

A. Create an ESS job to Monitor Service Request Milestones.
B. Use Application Composer to configure warning emails about milestone compliance events.
C. Use Application Composer to include milestones on the Service Request Layout if desired.
D. Create an ESS job to Aggregate Service Requests.

Answer: A,C,D

NEW QUESTION # 23
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