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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
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
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Call flows configuration 2. Redwood CTI toolbar setup 3. Screen pop functionality
Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. SmartText configuration 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. Internal collaboration tools 2. In-app notifications
Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. SR outcomes and resolutions 2. Service catalog and category hierarchy 3. Scheduled processes and automation 4. User and role management 5. Profile options and system configuration - Application Composer extensions 1. Custom objects and fields 2. Groovy scripting for business logic 3. Object workflows
Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Coverage and service tiers 2. Milestones and operating calendars 3. Notifications and performance tracking
Work Assignment and Routing	- Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention - Queues and assignment rules 1. Assignment rules based on SR attributes 2. Queue configuration 3. Agent capacity and availability
Redwood UX and AI Features	- AI capabilities 1. SR classification AI 2. Knowledge recommendations - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q11-Q16):

NEW QUESTION # 11
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A. Adjust the inbound message filters.
B. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
C. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
D. Adjust permissions on all customer's profiles.

Answer: C

NEW QUESTION # 12
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
B. In includes a preview option for all standard and custom object pages.
C. It requires proper permissions to use the tools and additional permissions to edit the desired object.
D. It allows edits to dashboard pages.

Answer: A

NEW QUESTION # 13
Select three correct limits and restrictions when importing data from a file.

A. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
B. By default, the import starts immediately after it is activated.
C. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
D. Both create and update operations are available for imported records.
E. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.

Answer: B,D,E

NEW QUESTION # 14
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A. Create standard text to be posted to the message thread.
B. Add an extension column to the milestone object to hold the warning threshold value.
C. Configure an object workflow action to send the email when the milestone status changes to warning.
D. Specify the warning threshold for the milestone in the standard coverages.
E. Configure the email template to be used for notification.
F. Configure an analytics report showing milestones in warning status.

Answer: D,E,F

NEW QUESTION # 15
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A. The environment was not provisioned correctly and the service module is missing.
B. The team members have not established the e-mail feature on the Offerings page.
C. The team members don't have the Email Administrator Role provisioned.
D. There are no specific e-mail tasks available.

Answer: B

NEW QUESTION # 16
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