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Oracle 1Z0-1064-26 Exam Syllabus Topics:

SectionObjectives
Work Assignment and Routing- Queues and assignment rules
  • 1. Agent capacity and availability
    • 2. Queue configuration
      • 3. Assignment rules based on SR attributes
        - Omnichannel routing
        • 1. Work starvation prevention
          • 2. Cross-channel workload distribution
            Redwood UX and AI Features- AI capabilities
            • 1. SR classification AI
              • 2. Knowledge recommendations
                - Redwood interface configuration
                • 1. Activities timeline
                  • 2. Workflow implementation platform
                    Data Migration and Integration- Data import/export
                    • 1. Import Management tool
                      • 2. FBDI import
                        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
                                Computer Telephony Integration (CTI)- Telephony integration setup
                                • 1. Call flows configuration
                                  • 2. Redwood CTI toolbar setup
                                    • 3. Screen pop functionality
                                      Managing and Extending Service Requests- Service Request configuration and lifecycle management
                                      • 1. SR outcomes and resolutions
                                        • 2. User and role management
                                          • 3. Service catalog and category hierarchy
                                            • 4. Profile options and system configuration
                                              • 5. Scheduled processes and automation
                                                - Application Composer extensions
                                                • 1. Groovy scripting for business logic
                                                  • 2. Object workflows
                                                    • 3. Custom objects and fields
                                                      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
                                                                Productivity and Contact Center Tools- Agent productivity tools
                                                                • 1. Dashboards and analytics
                                                                  • 2. Hotkeys and shortcuts
                                                                    • 3. SmartText configuration
                                                                      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

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            Which three subobject functions are included in the REST API for Service Requests (SRs)?

                                                                            • A. Update SR reference
                                                                            • B. Update resource member
                                                                            • C. Update resource manager
                                                                            • D. Delete message
                                                                            • E. Delete activity
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A,B,E  🗳️

                                                                            Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

                                                                            • A. Verify that Eligible for Service is selected on the product item.
                                                                            • B. Validate that Allow Duplicate is selected on the product item.
                                                                            • C. Validate that the product item is active and published.
                                                                            • D. Verify that Root Catalog is selected on the product groups.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: C  🗳️

                                                                            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 won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
                                                                            • C. Your changes are isolated and do not impact other users' configuration environments or the production environment.
                                                                            • D. You can set a second sandbox as Active at the same time in order to begin working on another new object.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: B,C  🗳️

                                                                            You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
                                                                            What will be the expected result in the assignment of a queue for these service requests?

                                                                            • A. The queue defined by default is the one assigned to the service request.
                                                                            • B. The service request assignment will be unpredictable.
                                                                            • C. The queue defined in the first evaluated rule is always assigned to the service request.
                                                                            • D. An error will occur; no queue is assigned to the service request.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: C  🗳️

                                                                            Which four statements are correct about hotkeys for Action Commands?

                                                                            • A. They have default values.
                                                                            • B. They allow a user to escalate a service request.
                                                                            • C. They can be assigned to a custom action script.
                                                                            • D. They allow a user to forward a service request.
                                                                            • E. They can all be modified.
                                                                            • F. They allow a user to copy a service request.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A,B,D,E  🗳️

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