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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle 1Z0-1064-26 Exam Preparation Material

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q44-Q49):

NEW QUESTION # 44
In which three situations can default coverage be applied?

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

Answer: B,C,E

NEW QUESTION # 45
What should you do to enable Password Reset in Digital Customer Service (DCS)?

A. Add the Password Reset component to your DCS application.
B. Enable the "Password Reset" option in the User Administration component.
C. Obtain the Change Password Link and add it to your DCS page.
D. Instruct users that they can only change their password by chatting with an agent.

Answer: C

NEW QUESTION # 46
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

A. Tables
B. Variables
C. Images
D. URLs
E. Other SmartText entries
F. Text

Answer: A,B,E,F

NEW QUESTION # 47
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 Top-Level Category.
B. Select Service Catalog in Functional Areas.
C. Select the task Manage Service Request Categories.
D. Check the Active flag.
E. Select Status = "Active".
F. Complete Category Name.
G. Select Create Category > Create Child Category.

Answer: A,C,E,G

NEW QUESTION # 48
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A. Specify the warning threshold for the milestone in the standard coverages.
B. Configure an analytics report showing milestones in warning status.
C. Configure the email template to be used for notification.
D. Configure an object workflow action to send the email when the milestone status changes to warning.
E. Create standard text to be posted to the message thread.
F. Add an extension column to the milestone object to hold the warning threshold value.

Answer: A,B,C

NEW QUESTION # 49
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