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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Work Assignment and Routing	- Omnichannel routing 1. Work starvation prevention 2. Cross-channel workload distribution - Queues and assignment rules 1. Assignment rules based on SR attributes 2. Queue configuration 3. Agent capacity and availability
Topic 2: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 3: Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. SR classification AI 2. Knowledge recommendations
Topic 4: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Screen pop functionality 3. Call flows configuration
Topic 5: 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 6: 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. Custom objects and fields 2. Object workflows 3. Groovy scripting for business logic
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: 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
Topic 9: 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 (Q55-Q60):

NEW QUESTION # 55
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

A. The configured frequency to retrieve emails is too long.
B. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
C. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
D. Incoming messages have a custom filter.

Answer: D

NEW QUESTION # 56
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A. Modify the Profile Value and save.
B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
C. Select View > Detach.
D. Unlock and publish the new selected profile value.
E. Lock the Profile Option for editing.
F. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.

Answer: A,B,D

NEW QUESTION # 57
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

A. Modify the original base locales of the articles to match the target language.
B. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
C. Enable new locales for the languages to be used and provision designated users to translate the articles.
D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Answer: C

NEW QUESTION # 58
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. 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.
B. 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.
C. 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.
D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Answer: B

NEW QUESTION # 59
Which three statements are true about building Digital Customer Service (DCS) applications?

A. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
B. DCS application can be embedded in other sites.
C. Many DCS applications can be active in production at the same time.
D. Only one version of a DCS application can be active in production at any time.

Answer: A,B,D

NEW QUESTION # 60
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