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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Screen pop functionality 3. Redwood CTI toolbar setup
Topic 2: Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform
Topic 3: 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. Queue configuration 3. Agent capacity and availability
Topic 4: Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Notifications and performance tracking 2. Milestones and operating calendars 3. Coverage and service tiers - Action Plans 1. Action plan templates 2. Execution within service requests
Topic 5: Managing and Extending Service Requests	- Application Composer extensions 1. Custom objects and fields 2. Groovy scripting for business logic 3. Object workflows - Service Request configuration and lifecycle management 1. Service catalog and category hierarchy 2. Profile options and system configuration 3. SR outcomes and resolutions 4. User and role management 5. Scheduled processes and automation
Topic 6: Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. SmartText configuration 3. Dashboards and analytics
Topic 7: 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 8: 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
Topic 9: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q13-Q18):

NEW QUESTION # 13
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
B. The Base Locale for the articles has not been enabled in the correct language.
C. Users have not been given the "Knowledge Analyst" role.
D. The User Group selected for authoring articles has been set to 'External".

Answer: C

NEW QUESTION # 14
What three things should you do once you have established a global default coverage?

A. Create an ESS job to Aggregate Service Requests.
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 Monitor Service Request Milestones.

Answer: A,C,D

NEW QUESTION # 15
Which statement is correct when describing the process of adding assignment rules from Service Setup?

A. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
B. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
C. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
D. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.

Answer: A

NEW QUESTION # 16
Select the correct procedure to enable the Audit History tab for Service Requests.

A. 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.
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 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.
D. 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.

Answer: C

NEW QUESTION # 17
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A. Service requests
B. Contacts
C. Sales opportunities
D. Social network
E. Notes

Answer: A,C,D

NEW QUESTION # 18
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