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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q73-Q78):

NEW QUESTION # 73
Which three subobject functions are included in the REST API for Service Requests (SRs)?

A. Update resource manager
B. Delete activity
C. Update SR reference
D. Delete message
E. Update resource member

Answer: B,C,E

NEW QUESTION # 74
What three things should you do once you have established a global default coverage?

A. Create an ESS job to Monitor Service Request Milestones.
B. Use Application Composer to include milestones on the Service Request Layout if desired.
C. Create an ESS job to Aggregate Service Requests.
D. Use Application Composer to configure warning emails about milestone compliance events.

Answer: A,B,C

NEW QUESTION # 75
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A. You can modify the workflow to update field values within the SR object.
B. You can generate tasks for the SR object from the workflow.
C. You must make the changes using the Page Composer tool.
D. You can define the workflow to run when certain fields of the SR object are changed.
E. You will be required to code any new workflow actions in Groovy.
F. You can send an e-mail notification to specified recipients.

Answer: A,B,D,F

NEW QUESTION # 76
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A. The service request assignment will be unpredictable.
B. An error will occur; no queue is assigned to the service request.
C. The queue defined in the first evaluated rule is always assigned to the service request.
D. The queue defined by default is the one assigned to the service request.

Answer: C

NEW QUESTION # 77
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A. The team members don't have the Email Administrator Role provisioned.
B. There are no specific e-mail tasks available.
C. The team members have not established the e-mail feature on the Offerings page.
D. The environment was not provisioned correctly and the service module is missing.

Answer: C

NEW QUESTION # 78
......

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