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Oracle 1Z0-1064-26 Exam Syllabus Topics:

SectionObjectives
Topic 1: Productivity and Contact Center Tools- Agent productivity tools
  • 1. Dashboards and analytics
    • 2. SmartText configuration
      • 3. Hotkeys and shortcuts
        Topic 2: 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 3: Work Assignment and Routing- Queues and assignment rules
                • 1. Queue configuration
                  • 2. Agent capacity and availability
                    • 3. Assignment rules based on SR attributes
                      - Omnichannel routing
                      • 1. Cross-channel workload distribution
                        • 2. Work starvation prevention
                          Topic 4: Computer Telephony Integration (CTI)- Telephony integration setup
                          • 1. Call flows configuration
                            • 2. Screen pop functionality
                              • 3. Redwood CTI toolbar setup
                                Topic 5: Data Migration and Integration- Data import/export
                                • 1. Import Management tool
                                  • 2. FBDI import
                                    Topic 6: 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. Service catalog and category hierarchy
                                            • 2. Profile options and system configuration
                                              • 3. Scheduled processes and automation
                                                • 4. SR outcomes and resolutions
                                                  • 5. User and role management
                                                    Topic 7: Customer Entitlements and Action Plans- Entitlements and SLAs
                                                    • 1. Notifications and performance tracking
                                                      • 2. Milestones and operating calendars
                                                        • 3. Coverage and service tiers
                                                          - Action Plans
                                                          • 1. Execution within service requests
                                                            • 2. Action plan templates
                                                              Topic 8: 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 9: Redwood UX and AI Features- Redwood interface configuration
                                                                    • 1. Activities timeline
                                                                      • 2. Workflow implementation platform
                                                                        - AI capabilities
                                                                        • 1. SR classification AI
                                                                          • 2. Knowledge recommendations

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                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q22-Q27):

                                                                            NEW QUESTION # 22
                                                                            What should you do to enable Password Reset in Digital Customer Service (DCS)?

                                                                            Answer: D


                                                                            NEW QUESTION # 23
                                                                            Identify three considerations before starting the configuration of assignment rules to service requests.

                                                                            Answer: A,B,E


                                                                            NEW QUESTION # 24
                                                                            Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
                                                                            What is causing the problem?

                                                                            Answer: C


                                                                            NEW QUESTION # 25
                                                                            One of your service agents needs a new search filter on his Service Requests' list page.
                                                                            How can the agent achieve this?

                                                                            Answer: C


                                                                            NEW QUESTION # 26
                                                                            Your customer is asking for a modification of Lookup Types in Service Request.
                                                                            You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
                                                                            Which four lookups can be modified from this task list?

                                                                            Answer: B,C,D,E


                                                                            NEW QUESTION # 27
                                                                            ......

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