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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q10-Q15):

NEW QUESTION # 10
Which three statements are true?

A. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
B. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
C. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
D. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

Answer: B,C,D

NEW QUESTION # 11
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
B. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
E. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

Answer: A,B,D

NEW QUESTION # 12
Which three types of data are included in the interaction associated with a normal call flow?

A. Service Request create date
B. Agent name
C. Start time of the call
D. Contact name
E. Channel

Answer: A,B,D

NEW QUESTION # 13
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. Create an ESS job to Aggregate Service Requests.
C. Use Application Composer to configure warning emails about milestone compliance events.
D. Use Application Composer to include milestones on the Service Request Layout if desired.

Answer: A,B,D

NEW QUESTION # 14
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?

A. You entered a toolbar height that is not more than 70 pixels.
B. The signed-in user does not have the appropriate access privileges to a toolbar.
C. You did not enable the vertical toolbar which is required, while the horizontal is optional.
D. The only toolbar enabled is the default one, and you must configure at least two.
E. You have not enabled the Computer Telephony Integration (CTI) service.

Answer: C,E

NEW QUESTION # 15
......

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