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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
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
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Call flows configuration 3. Redwood CTI toolbar setup
Work Assignment and Routing	- Queues and assignment rules 1. Assignment rules based on SR attributes 2. Queue configuration 3. Agent capacity and availability - Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Profile options and system configuration 2. Service catalog and category hierarchy 3. SR outcomes and resolutions 4. User and role management 5. Scheduled processes and automation - Application Composer extensions 1. Custom objects and fields 2. Object workflows 3. Groovy scripting for business logic
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. Execution within service requests 2. Action plan templates
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
Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
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 (Q72-Q77):

NEW QUESTION # 72
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

A. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
B. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
C. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
D. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

Answer: D

NEW QUESTION # 73
What is the main function of the Data Security Policies?

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

Answer: B

NEW QUESTION # 74
Which two keyboard shortcuts can be modified?

A. OK
B. Save and Continue
C. Cancel
D. Create Service Request
E. Save and Close

Answer: A,D

NEW QUESTION # 75
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
B. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
C. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
D. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.

Answer: B

NEW QUESTION # 76
Select the correct procedure to enable the Audit History tab for Service Requests.

A. 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.
B. 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.
C. 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.
D. 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.

Answer: D

NEW QUESTION # 77
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