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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. Hotkeys and shortcuts 3. SmartText configuration
Topic 2: 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 3: 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
Topic 4: Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Profile options and system configuration 2. User and role management 3. Service catalog and category hierarchy 4. SR outcomes and resolutions 5. Scheduled processes and automation - Application Composer extensions 1. Groovy scripting for business logic 2. Object workflows 3. Custom objects and fields
Topic 5: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 6: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Screen pop functionality 3. Call flows configuration
Topic 7: 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
Topic 8: 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 9: 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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q18-Q23):

NEW QUESTION # 18
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. Click the Show Advanced Search icon.
B. In Advanced Search, Add Channel Type = Web.
C. In Advanced Search, select Action > Update.
D. Change the section identified with Status = New
E. In Advanced Search, confirm Record Set = Assigned to Me.
F. In Advanced Search, save and select the "Set as Default" box.

Answer: A,B,D,E,F

NEW QUESTION # 19
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

A. Enable new locales for the languages to be used and provision designated users to translate the articles.
B. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
C. Modify the original base locales of the articles to match the target language.
D. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.

Answer: A

NEW QUESTION # 20
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
B. Adjust the inbound message filters.
C. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
D. Adjust permissions on all customer's profiles.

Answer: A

NEW QUESTION # 21
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

A. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
B. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
C. Resolution is due on Saturday, 2 PM EST.
D. First Response is due on Friday, 12 noon EST.

Answer: A,D

NEW QUESTION # 22
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

A. Incoming messages have a custom filter.
B. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
C. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
D. The configured frequency to retrieve emails is too long.

Answer: A

NEW QUESTION # 23
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