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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q63-Q68):

NEW QUESTION # 63
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

A. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
B. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
E. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
F. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.

Answer: D

NEW QUESTION # 64
Which two options are true about reporting on milestones?

A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
B. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
C. No standard reports on milestones are provided.
D. Administrator-defined milestone data is not included in Analytics.

Answer: A,D

NEW QUESTION # 65
Which two are required to publish a completed Digital Customer Service (DCS) application?

A. nothing (DCS applications are always available to all users.)
B. a single "publish" action to complete the task
C. moving the application to Staging and subsequently to Production status
D. system administrator approval

Answer: A,C

NEW QUESTION # 66
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. Adjust permissions on all customer's profiles.
B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
C. Adjust the inbound message filters.
D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer: B

NEW QUESTION # 67
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
B. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
D. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service

Answer: D

NEW QUESTION # 68
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