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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q14-Q19):

NEW QUESTION # 14
Your customer has three service request child categories under the top-level service request category "Accounts":
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
B. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.

Answer: A

NEW QUESTION # 15
Which two statements are true regarding the Audit History tab of a Service Request?

A. It is exportable to Excel.
B. It is available only to authorized administrators.
C. It is enabled by default.
D. It allows users to save searches for later reuse.
E. It is searchable by date range, username, event type, event severity, and event duration.

Answer: C,D

NEW QUESTION # 16
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

A. an inbound message filter per sender
B. a configured job to process inbound emails
C. an inbound message filter per time schedule
D. a configured profile option to schedule the retrieval of emails

Answer: C

NEW QUESTION # 17
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

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

Answer: C,D,E,F

NEW QUESTION # 18
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A. You can send an e-mail notification to specified recipients.
B. You will be required to code any new workflow actions in Groovy.
C. You must make the changes using the Page Composer tool.
D. You can generate tasks for the SR object from the workflow.
E. You can modify the workflow to update field values within the SR object.
F. You can define the workflow to run when certain fields of the SR object are changed.

Answer: A,D,E,F

NEW QUESTION # 19
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