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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q61-Q66):

NEW QUESTION # 61
Select three correct limits and restrictions when importing data from a file.

A. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
B. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
C. By default, the import starts immediately after it is activated.
D. Both create and update operations are available for imported records.
E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

Answer: B,C,D

NEW QUESTION # 62
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A. Select Create Category > Create Child Category.
B. Select the task Manage Service Request Categories.
C. Select Service Catalog in Functional Areas.
D. Check the Active flag.
E. Select Create Category > Create Top-Level Category.
F. Select Status = "Active".
G. Complete Category Name.

Answer: A,B,E,F

NEW QUESTION # 63
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

A. Resolution is due on Saturday, 2 PM EST.
B. First Response is due on Friday, 12 noon EST.
C. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
D. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

Answer: B,D

NEW QUESTION # 64
Digital Customer Service application configuration settings in json.cfg include which four options?

A. Default chat channel preferences
B. Default notification preferences
C. Knowledge management language locales
D. Knowledge management article links
E. Default communication preferences
F. Default timezone
G. Product and category filtering
H. Service request links

Answer: C,D,G,H

NEW QUESTION # 65
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
B. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

Answer: C

NEW QUESTION # 66
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