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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            Which three types of data are included in the interaction associated with a normal call flow?

                                                                            • A. Service Request create date
                                                                            • B. Start time of the call
                                                                            • C. Agent name
                                                                            • D. Channel
                                                                            • E. Contact name
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A,C,E  🗳️

                                                                            You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
                                                                            Which is the correct first action in configuring "My Knowledge"?

                                                                            • A. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
                                                                            • B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
                                                                            • C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
                                                                            • D. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
                                                                            • E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
                                                                            • F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: E  🗳️

                                                                            You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
                                                                            In which way can you enable the service requests to be shareable on Oracle Social Network?

                                                                            • A. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
                                                                            • B. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
                                                                            • C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
                                                                            • D. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A  🗳️

                                                                            Which two options are true about reporting on milestones?

                                                                            • A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
                                                                            • B. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
                                                                            • C. Administrator-defined milestone data is not included in Analytics.
                                                                            • D. No standard reports on milestones are provided.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A,C  🗳️

                                                                            Oracle Engagement Cloud provides tools to add or modify which six types of entities?

                                                                            • A. Themes
                                                                            • B. Objects
                                                                            • C. Roles and privileges
                                                                            • D. Icons
                                                                            • E. Exports
                                                                            • F. Object workflow
                                                                            • G. Reports
                                                                            • H. Fields
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: B,E,G,H  🗳️

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