1Z0-1064-26 exam dumps

Oracle 1Z0-1064-26 Value Package

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  • Exam Code: 1Z0-1064-26
  • Exam Name: Oracle Fusion Service 2026 Implementation Professional
  • No. of Questions: 79 Questions and Answers
  • Updated: Sep 30, 2026

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Oracle 1Z0-1064-26 Exam Syllabus Topics:

SectionObjectives
Topic 1: Notifications, Emails, and Interactions- Notifications and collaboration
  • 1. In-app notifications
    • 2. Internal collaboration tools
      - Email processing
      • 1. Email templates and interaction tracking
        • 2. Inbound/outbound email channels
          Topic 2: Work Assignment and Routing- Queues and assignment rules
          • 1. Queue configuration
            • 2. Agent capacity and availability
              • 3. Assignment rules based on SR attributes
                - Omnichannel routing
                • 1. Work starvation prevention
                  • 2. Cross-channel workload distribution
                    Topic 3: Computer Telephony Integration (CTI)- Telephony integration setup
                    • 1. Screen pop functionality
                      • 2. Redwood CTI toolbar setup
                        • 3. Call flows configuration
                          Topic 4: 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 5: Managing and Extending Service Requests- Application Composer extensions
                                  • 1. Groovy scripting for business logic
                                    • 2. Custom objects and fields
                                      • 3. Object workflows
                                        - Service Request configuration and lifecycle management
                                        • 1. Profile options and system configuration
                                          • 2. Scheduled processes and automation
                                            • 3. SR outcomes and resolutions
                                              • 4. Service catalog and category hierarchy
                                                • 5. User and role management
                                                  Topic 6: Customer Entitlements and Action Plans- Entitlements and SLAs
                                                  • 1. Notifications and performance tracking
                                                    • 2. Coverage and service tiers
                                                      • 3. Milestones and operating calendars
                                                        - Action Plans
                                                        • 1. Execution within service requests
                                                          • 2. Action plan templates
                                                            Topic 7: 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
                                                                  Topic 8: Data Migration and Integration- Data import/export
                                                                  • 1. Import Management tool
                                                                    • 2. FBDI import
                                                                      Topic 9: Productivity and Contact Center Tools- Agent productivity tools
                                                                      • 1. Dashboards and analytics
                                                                        • 2. Hotkeys and shortcuts
                                                                          • 3. SmartText configuration

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
                                                                            Which two steps do you have to follow to limit the channel capacity as required?

                                                                            • A. Modify the default values in the Capacity fields for the channels.
                                                                            • B. In the Work Assignments section, modify the default value in the Capacity field to a new value.
                                                                            • C. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
                                                                            • D. Select the Manage Capacities task.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A,C  🗳️

                                                                            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. Create a Service Request.
                                                                            • B. Chat with an Agent about a Service Request.
                                                                            • C. Add a message to a Service Request.
                                                                            • D. Delete a Service Request.
                                                                            • E. View and edit attachments to a Service Request.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A,B,D,E  🗳️

                                                                            Which four actions does the REST API for Service Requests (SRs) allow?

                                                                            • A. Update SR milestone
                                                                            • B. Update SR assignee
                                                                            • C. Delete SR by SR number
                                                                            • D. Create SR
                                                                            • E. Delete SR by SR title
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A,B,C,D  🗳️

                                                                            Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
                                                                            Condition Column Severity = High
                                                                            Calendar = 9AM to 5 PM, Monday - Friday, US EST
                                                                            Resolution Metric = 2880
                                                                            Resolution Warning Threshold 120
                                                                            First Response Metric = 360
                                                                            First Response Warning Threshold

                                                                            • A. Resolution is due on Saturday, 2 PM EST.
                                                                            • B. First Response is due on Friday, 12 noon EST.
                                                                            • C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
                                                                            • D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: B,C  🗳️

                                                                            Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
                                                                            What option could cause this problem?

                                                                            • A. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
                                                                            • B. Users have not been given the "Knowledge Analyst" role.
                                                                            • C. The User Group selected for authoring articles has been set to 'External".
                                                                            • D. The Base Locale for the articles has not been enabled in the correct language.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: B  🗳️

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