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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Hotkeys and shortcuts 3. Dashboards and analytics
Notifications, Emails, and Interactions	- Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels - Notifications and collaboration 1. In-app notifications 2. Internal collaboration tools
Redwood UX and AI Features	- Redwood interface configuration 1. Activities timeline 2. Workflow implementation platform - AI capabilities 1. SR classification AI 2. Knowledge recommendations
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. Scheduled processes and automation 3. Profile options and system configuration 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
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
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
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
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. Execution within service requests 2. Action plan templates

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which two are required to publish a completed Digital Customer Service (DCS) application?

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

Answer: A,D

NEW QUESTION # 16
To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?

A. Multiple users cannot use your sandbox at the same time.
B. Your changes are isolated and do not impact other users' configuration environments or the production environment.
C. You can set a second sandbox as Active at the same time in order to begin working on another new object.
D. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.

Answer: B,D

NEW QUESTION # 17
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
B. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
D. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects

Answer: A

NEW QUESTION # 18
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 "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
B. 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.
C. 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.
D. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.

Answer: B

NEW QUESTION # 19
Which statement is correct when describing the process of adding assignment rules from Service Setup?

A. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
B. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
C. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
D. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

Answer: C

NEW QUESTION # 20
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