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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q49-Q54):

NEW QUESTION # 49
Which option describes the automated page presentation for incoming calls?

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

Answer: A

NEW QUESTION # 50
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

A. Verify that Eligible for Service is selected on the product item.
B. Validate that the product item is active and published.
C. Validate that Allow Duplicate is selected on the product item.
D. Verify that Root Catalog is selected on the product groups.

Answer: B

NEW QUESTION # 51
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
B. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
C. Milestones are actions on a service request (SR) that must be completed by a specific time.
D. Milestones are commitments to handle SRs within certain timelines.
E. Milestones are customizable by an administrator to include any number of organization-specific milestone types.

Answer: A,B,E

NEW QUESTION # 52
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 configure warning emails about milestone compliance events.
C. Create an ESS job to Aggregate Service Requests.
D. Use Application Composer to include milestones on the Service Request Layout if desired.

Answer: A,C,D

NEW QUESTION # 53
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. Administrator-defined milestone data is not included in Analytics.
D. No standard reports on milestones are provided.

Answer: A,C

NEW QUESTION # 54
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