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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
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. Internal collaboration tools 2. In-app notifications
Redwood UX and AI Features	- Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline - AI capabilities 1. Knowledge recommendations 2. SR classification AI
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Redwood CTI toolbar setup 3. Call flows configuration
Work Assignment and Routing	- Queues and assignment rules 1. Agent capacity and availability 2. Assignment rules based on SR attributes 3. Queue configuration - Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. Hotkeys and shortcuts 3. SmartText configuration
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
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Service catalog and category hierarchy 2. Scheduled processes and automation 3. User and role management 4. Profile options and system configuration 5. SR outcomes and resolutions - Application Composer extensions 1. Groovy scripting for business logic 2. Object workflows 3. Custom objects and fields
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 (Q55-Q60):

NEW QUESTION # 55
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. 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.
C. 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.
D. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
E. 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.

Answer: A,B,E

NEW QUESTION # 56
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A. Select View > Detach.
B. Lock the Profile Option for editing.
C. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
D. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
E. Unlock and publish the new selected profile value.
F. Modify the Profile Value and save.

Answer: C,E,F

NEW QUESTION # 57
What is the main function of the Data Security Policies?

A. defines the data a particular user can see and/or modify
B. defines the views the application can access
C. defines the views or functionalities the user can access
D. defines the actions a particular user can do
E. defines the privileges and roles a particular user can have

Answer: C

NEW QUESTION # 58
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. Social network
C. Sales opportunities
D. Contacts
E. Notes

Answer: A,B,C

NEW QUESTION # 59
If you want to disable the ability to delete activities for all users, what action should you perform?

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

Answer: A

NEW QUESTION # 60
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