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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q36-Q41):

NEW QUESTION # 36
Which three statements are true about building Digital Customer Service (DCS) applications?

A. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
B. Only one version of a DCS application can be active in production at any time.
C. DCS application can be embedded in other sites.
D. Many DCS applications can be active in production at the same time.

Answer: A,B,C

NEW QUESTION # 37
Which three types of data are included in the interaction associated with a normal call flow?

A. Contact name
B. Channel
C. Agent name
D. Service Request create date
E. Start time of the call

Answer: A,C,D

NEW QUESTION # 38
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A. Grant the agent Administrator permissions to add new search filters.
B. Create several personalized searches and create them to each other.
C. Add fields from the advanced search functionality.
D. Create a new search through the application composer.

Answer: D

NEW QUESTION # 39
What should you do to enable Password Reset in Digital Customer Service (DCS)?

A. Enable the "Password Reset" option in the User Administration component.
B. Add the Password Reset component to your DCS application.
C. Obtain the Change Password Link and add it to your DCS page.
D. Instruct users that they can only change their password by chatting with an agent.

Answer: C

NEW QUESTION # 40
You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.

A. You can download large volumes of SR data from the Analytics interface.
B. You must retrieve large volumes of data through a REST API endpoint.
C. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
D. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

Answer: A,D

NEW QUESTION # 41
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