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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Managing and Extending Service Requests	- Service Request configuration and lifecycle management 1. Scheduled processes and automation 2. Profile options and system configuration 3. Service catalog and category hierarchy 4. User and role management 5. SR outcomes and resolutions - Application Composer extensions 1. Custom objects and fields 2. Groovy scripting for business logic 3. Object workflows
Topic 2: 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. Agent capacity and availability 3. Queue configuration
Topic 3: Customer Entitlements and Action Plans	- Action Plans 1. Execution within service requests 2. Action plan templates - Entitlements and SLAs 1. Notifications and performance tracking 2. Milestones and operating calendars 3. Coverage and service tiers
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: Productivity and Contact Center Tools	- Agent productivity tools 1. Hotkeys and shortcuts 2. SmartText configuration 3. Dashboards and analytics
Topic 6: 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
Topic 7: Data Migration and Integration	- Data import/export 1. FBDI import 2. Import Management tool
Topic 8: Redwood UX and AI Features	- AI capabilities 1. Knowledge recommendations 2. SR classification AI - Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline
Topic 9: Computer Telephony Integration (CTI)	- Telephony integration setup 1. Screen pop functionality 2. Redwood CTI toolbar setup 3. Call flows configuration

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q55-Q60):

NEW QUESTION # 55
Identify three considerations before starting the configuration of assignment rules to service requests.

A. the rule sets you want to create and the rules to include in each rule set
B. the attributes of queues to use as criteria for your rule assignments
C. the attributes of service requests to use as criteria for your rule assignments
D. the candidates of service requests to use as criteria for your rule assignments
E. the candidates of queues to use as criteria for your rule assignments

Answer: A,D,E

NEW QUESTION # 56
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

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

Answer: B,C,F

NEW QUESTION # 57
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. Chat with an Agent about a Service Request.
B. Delete a Service Request.
C. Create a Service Request.
D. Add a message to a Service Request.
E. View and edit attachments to a Service Request.

Answer: A,B,C,E

NEW QUESTION # 58
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?

A. Manage Service Request Products
B. Manage Service Request Severities
C. Manage Service Request Status Values
D. Manage Service Request Queue
E. Manage Service Request Resolutions
F. Manage Service Request Categories

Answer: A,C,D,F

NEW QUESTION # 59
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

A. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
B. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
C. VBCS is a visual development tool for creating applications in DCS.
D. DCS is a visual development tool for creating applications in VBCS.

Answer: B,C

NEW QUESTION # 60
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