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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            1. Identify the sequence of steps you must follow to disable the Service Communication channels.

                                                                            A) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
                                                                            B) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
                                                                            C) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
                                                                            D) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
                                                                            E) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.


                                                                            2. Which statement is correct when describing the process of adding assignment rules from Service Setup?

                                                                            A) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
                                                                            B) Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
                                                                            C) Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
                                                                            D) Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.


                                                                            3. 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) Validate that the product item is active and published.
                                                                            B) Verify that Eligible for Service is selected on the product item.
                                                                            C) Verify that Root Catalog is selected on the product groups.
                                                                            D) Validate that Allow Duplicate is selected on the product item.


                                                                            4. Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
                                                                            Which option allows the customer to address the problem, so that all users can get articles in their native language?

                                                                            A) Modify the original base locales of the articles to match the target language.
                                                                            B) Enable new locales for the languages to be used and provision designated users to translate the articles.
                                                                            C) Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
                                                                            D) Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.


                                                                            5. 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


                                                                            Solutions:

                                                                            Question # 1
                                                                            Answer: A
                                                                            Question # 2
                                                                            Answer: B
                                                                            Question # 3
                                                                            Answer: A
                                                                            Question # 4
                                                                            Answer: B
                                                                            Question # 5
                                                                            Answer: A

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