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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Work Assignment and Routing	- Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution - Queues and assignment rules 1. Assignment rules based on SR attributes 2. Agent capacity and availability 3. Queue configuration
Topic 2: Notifications, Emails, and Interactions	- Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools - Email processing 1. Inbound/outbound email channels 2. Email templates and interaction tracking
Topic 3: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Screen pop functionality 3. Call flows configuration
Topic 4: 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. Execution within service requests 2. Action plan templates
Topic 5: Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Topic 6: 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. Scheduled processes and automation 2. User and role management 3. Service catalog and category hierarchy 4. SR outcomes and resolutions 5. Profile options and system configuration
Topic 7: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 8: Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Hotkeys and shortcuts 3. Dashboards and analytics
Topic 9: 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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q69-Q74):

NEW QUESTION # 69
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. Duration
C. Time Period
D. Interval
E. Start/Stop

Answer: B

NEW QUESTION # 70
If you want to disable the ability to delete activities for all users, what action should you perform?

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

Answer: D

NEW QUESTION # 71
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 Resolutions
B. Manage Service Request Categories
C. Manage Service Request Status Values
D. Manage Service Request Products
E. Manage Service Request Queue
F. Manage Service Request Severities

Answer: B,C,D,E

NEW QUESTION # 72
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 completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C. You have to edit the e-mail template and add HTML code to customize the standard text section.
D. 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.

Answer: D

NEW QUESTION # 73
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. Create a Service Request.
B. Chat with an Agent about a Service Request.
C. Delete a Service Request.
D. Add a message to a Service Request.
E. View and edit attachments to a Service Request.

Answer: A,B,C,E

NEW QUESTION # 74
......

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