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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: 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. Assignment rules based on SR attributes 3. Queue configuration
Topic 2: Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. Dashboards and analytics 3. SmartText configuration
Topic 3: Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. Knowledge recommendations 2. SR classification AI
Topic 4: Notifications, Emails, and Interactions	- Notifications and collaboration 1. Internal collaboration tools 2. In-app notifications - Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels
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: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
Topic 7: Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Milestones and operating calendars 2. Coverage and service tiers 3. Notifications and performance tracking - Action Plans 1. Execution within service requests 2. Action plan templates
Topic 8: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 9: 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. SR outcomes and resolutions 2. Scheduled processes and automation 3. Profile options and system configuration 4. Service catalog and category hierarchy 5. User and role management

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q21-Q26):

NEW QUESTION # 21
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

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

Answer: A,D,E,F

NEW QUESTION # 22
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

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

Answer: C,D,E,H

NEW QUESTION # 23
Which two are required to publish a completed Digital Customer Service (DCS) application?

A. nothing (DCS applications are always available to all users.)
B. a single "publish" action to complete the task
C. moving the application to Staging and subsequently to Production status
D. system administrator approval

Answer: A,C

NEW QUESTION # 24
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

A. Make them available to employees and agents via My Knowledge.
B. Make them available externally to customers via My Digital Customer Service (DCS).
C. Make them available to external users by giving them access to the internal "My Knowledge" page.
D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
E. Make them available internally to agents as part of the Service Request Knowledge Panel.

Answer: A,B,D

NEW QUESTION # 25
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A. Do not choose any optional criteria columns.
B. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
D. Choose all optional result columns.

Answer: A,B,C

NEW QUESTION # 26
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