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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Productivity and Contact Center Tools	- Agent productivity tools 1. Dashboards and analytics 2. SmartText configuration 3. Hotkeys and shortcuts
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
Notifications, Emails, and Interactions	- Email processing 1. Inbound/outbound email channels 2. Email templates and interaction tracking - Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools
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. Notifications and performance tracking 3. Coverage and service tiers
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. Service catalog and category hierarchy 3. SR outcomes and resolutions 4. Scheduled processes and automation 5. User and role management
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Redwood CTI toolbar setup 3. Call flows configuration
Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Work Assignment and Routing	- Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention - Queues and assignment rules 1. Queue configuration 2. Agent capacity and availability 3. Assignment rules based on SR attributes
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 (Q32-Q37):

NEW QUESTION # 32
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. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
B. Adjust permissions on all customer's profiles.
C. Adjust the inbound message filters.
D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer: A

NEW QUESTION # 33
Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
B. also synchronizes userIDs and passwords between DCS and Engagement Cloud
C. is required for every DCS instance
D. is real time

Answer: C,D

NEW QUESTION # 34
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

A. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
B. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
C. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
D. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.

Answer: A,B

NEW QUESTION # 35
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A. Objects
B. Roles and privileges
C. Icons
D. Object workflow
E. Themes
F. Fields
G. Exports
H. Reports

Answer: A,F,G,H

NEW QUESTION # 36
Which option describes the automated page presentation for incoming calls?

A. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
B. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D. a feature that displays a detailed caller profile based on your customer's country when you answer your phone

Answer: D

NEW QUESTION # 37
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