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Oracle 1Z0-1064-26 Exam Syllabus Topics:

SectionObjectives
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. SR outcomes and resolutions
          • 5. User and role management
            - Application Composer extensions
            • 1. Groovy scripting for business logic
              • 2. Object workflows
                • 3. Custom objects and fields
                  Topic 2: Data Migration and Integration- Data import/export
                  • 1. Import Management tool
                    • 2. FBDI import
                      Topic 3: Work Assignment and Routing- Omnichannel routing
                      • 1. Work starvation prevention
                        • 2. Cross-channel workload distribution
                          - Queues and assignment rules
                          • 1. Assignment rules based on SR attributes
                            • 2. Agent capacity and availability
                              • 3. Queue configuration
                                Topic 4: Customer Entitlements and Action Plans- Entitlements and SLAs
                                • 1. Coverage and service tiers
                                  • 2. Notifications and performance tracking
                                    • 3. Milestones and operating calendars
                                      - Action Plans
                                      • 1. Execution within service requests
                                        • 2. Action plan templates
                                          Topic 5: Redwood UX and AI Features- AI capabilities
                                          • 1. SR classification AI
                                            • 2. Knowledge recommendations
                                              - Redwood interface configuration
                                              • 1. Workflow implementation platform
                                                • 2. Activities timeline
                                                  Topic 6: Productivity and Contact Center Tools- Agent productivity tools
                                                  • 1. SmartText configuration
                                                    • 2. Hotkeys and shortcuts
                                                      • 3. Dashboards and analytics
                                                        Topic 7: Notifications, Emails, and Interactions- Email processing
                                                        • 1. Email templates and interaction tracking
                                                          • 2. Inbound/outbound email channels
                                                            - Notifications and collaboration
                                                            • 1. In-app notifications
                                                              • 2. Internal collaboration tools
                                                                Topic 8: Computer Telephony Integration (CTI)- Telephony integration setup
                                                                • 1. Redwood CTI toolbar setup
                                                                  • 2. Call flows configuration
                                                                    • 3. Screen pop functionality
                                                                      Topic 9: Digital Customer Service and Chat- Chatbot and automation
                                                                      • 1. Virtual assistant configuration
                                                                        - Digital Customer Service (DCS)
                                                                        • 1. UI themes and branding
                                                                          • 2. Embedding Fusion Service in external apps

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            1. Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
                                                                            What is the cause of this new behavior?

                                                                            A) an inbound message filter per time schedule
                                                                            B) a configured profile option to schedule the retrieval of emails
                                                                            C) a configured job to process inbound emails
                                                                            D) an inbound message filter per sender


                                                                            2. What is the main function of the Data Security Policies?

                                                                            A) defines the data a particular user can see and/or modify
                                                                            B) defines the views the application can access
                                                                            C) defines the privileges and roles a particular user can have
                                                                            D) defines the views or functionalities the user can access
                                                                            E) defines the actions a particular user can do


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

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


                                                                            4. Which three statements are true?

                                                                            A) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
                                                                            B) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
                                                                            C) Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
                                                                            D) Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.


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

                                                                            A) Themes
                                                                            B) Fields
                                                                            C) Object workflow
                                                                            D) Exports
                                                                            E) Reports
                                                                            F) Roles and privileges
                                                                            G) Icons
                                                                            H) Objects


                                                                            Solutions:

                                                                            Question # 1
                                                                            Answer: A
                                                                            Question # 2
                                                                            Answer: D
                                                                            Question # 3
                                                                            Answer: B,D
                                                                            Question # 4
                                                                            Answer: A,B,D
                                                                            Question # 5
                                                                            Answer: B,D,E,H

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