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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q78-Q83):

NEW QUESTION # 78
Which four statements are correct about hotkeys for Action Commands?

A. They have default values.
B. They can all be modified.
C. They allow a user to escalate a service request.
D. They allow a user to forward a service request.
E. They can be assigned to a custom action script.
F. They allow a user to copy a service request.

Answer: A,B,C,D

NEW QUESTION # 79
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

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

Answer: A,B,D

NEW QUESTION # 80
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

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

Answer: A,D,G,H

NEW QUESTION # 81
What is the main function of the Data Security Policies?

A. defines the views or functionalities the user can access
B. defines the actions a particular user can do
C. defines the views the application can access
D. defines the data a particular user can see and/or modify
E. defines the privileges and roles a particular user can have

Answer: A

NEW QUESTION # 82
In which three situations can default coverage be applied?

A. for a specific SR status
B. for a specific SR category
C. to a specific customer account
D. globally, to all service requests that do not have any other coverage
E. for a specific period of time

Answer: B,D,E

NEW QUESTION # 83
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