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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Customer Entitlements and Action Plans	- Action Plans 1. Action plan templates 2. Execution within service requests - Entitlements and SLAs 1. Milestones and operating calendars 2. Notifications and performance tracking 3. Coverage and service tiers
Managing and Extending Service Requests	- Application Composer extensions 1. Object workflows 2. Custom objects and fields 3. Groovy scripting for business logic - Service Request configuration and lifecycle management 1. SR outcomes and resolutions 2. Scheduled processes and automation 3. Profile options and system configuration 4. User and role management 5. Service catalog and category hierarchy
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
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
Work Assignment and Routing	- Queues and assignment rules 1. Assignment rules based on SR attributes 2. Agent capacity and availability 3. Queue configuration - Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. SmartText configuration 3. Dashboards and analytics
Digital Customer Service and Chat	- Chatbot and automation 1. Virtual assistant configuration - Digital Customer Service (DCS) 1. Embedding Fusion Service in external apps 2. UI themes and branding

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q70-Q75):

NEW QUESTION # 70
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 time schedule
B. a configured profile option to schedule the retrieval of emails
C. an inbound message filter per sender
D. a configured job to process inbound emails

Answer: A

NEW QUESTION # 71
Which four statements are correct about hotkeys for Action Commands?

A. They allow a user to copy a service request.
B. They have default values.
C. They can be assigned to a custom action script.
D. They can all be modified.
E. They allow a user to forward a service request.
F. They allow a user to escalate a service request.

Answer: B,D,E,F

NEW QUESTION # 72
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. Filter the selection of the product related to the service request, when filtering by a particular category.
B. The hierarchical structure of the categories helps to improve the service request classification.
C. Categories facilitate the assignment of an agent to the service request.
D. Categories determine the steps an agent must follow to close the service request.
E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

Answer: B,C,E

NEW QUESTION # 73
If you want to disable the ability to delete activities for all users, what action should you perform?

A. Remove the "delete activities" privilege from all the roles for users who have this access.
B. Remove the "delete activities" button from all pages used by the users who have this access.
C. Remove the "delete activities" role from all the users who have this role.
D. Remove the users of the roles who have the "delete activities" access.

Answer: D

NEW QUESTION # 74
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 "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
B. 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.
C. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
D. 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.

Answer: D

NEW QUESTION # 75
......

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