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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Digital Customer Service and Chat	- Digital Customer Service (DCS) 1. Embedding Fusion Service in external apps 2. UI themes and branding - Chatbot and automation 1. Virtual assistant configuration
Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. SR classification AI 2. Knowledge recommendations
Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Notifications, Emails, and Interactions	- Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels - Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Service catalog and category hierarchy 2. User and role management 3. Profile options and system configuration 4. Scheduled processes and automation 5. SR outcomes and resolutions - Application Composer extensions 1. Object workflows 2. Groovy scripting for business logic 3. Custom objects and fields
Work Assignment and Routing	- Queues and assignment rules 1. Queue configuration 2. Assignment rules based on SR attributes 3. Agent capacity and availability - Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention
Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Notifications and performance tracking 2. Coverage and service tiers 3. Milestones and operating calendars
Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Dashboards and analytics 3. Hotkeys and shortcuts
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 (Q78-Q83):

NEW QUESTION # 78
Select the correct procedure to enable the Audit History tab for Service Requests.

A. 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.
B. 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.
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 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.

Answer: A

NEW QUESTION # 79
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A. The team members don't have the Email Administrator Role provisioned.
B. The environment was not provisioned correctly and the service module is missing.
C. The team members have not established the e-mail feature on the Offerings page.
D. There are no specific e-mail tasks available.

Answer: C

NEW QUESTION # 80
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A. Manage Service Request Severities
B. Manage Service Request Resolutions
C. Manage Service Request Queue
D. Manage Service Request Products
E. Manage Service Request Categories
F. Manage Service Request Status Values

Answer: C,D,E,F

NEW QUESTION # 81
What three things should you do once you have established a global default coverage?

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

Answer: A,B,C

NEW QUESTION # 82
Digital Customer Service application configuration settings in json.cfg include which four options?

A. Default chat channel preferences
B. Default notification preferences
C. Product and category filtering
D. Service request links
E. Knowledge management article links
F. Knowledge management language locales
G. Default communication preferences
H. Default timezone

Answer: C,D,E,F

NEW QUESTION # 83
......

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