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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            1. You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
                                                                            Which is the main reason for this issue?

                                                                            A) The environment was not provisioned correctly and the service module is missing.
                                                                            B) The team members have not established the e-mail feature on the Offerings page.
                                                                            C) There are no specific e-mail tasks available.
                                                                            D) The team members don't have the Email Administrator Role provisioned.


                                                                            2. Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
                                                                            Which are two reasons for this behavior?

                                                                            A) You have not enabled the Computer Telephony Integration (CTI) service.
                                                                            B) You did not enable the vertical toolbar which is required, while the horizontal is optional.
                                                                            C) The only toolbar enabled is the default one, and you must configure at least two.
                                                                            D) You entered a toolbar height that is not more than 70 pixels.
                                                                            E) The signed-in user does not have the appropriate access privileges to a toolbar.


                                                                            3. Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

                                                                            A) You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
                                                                            B) You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
                                                                            C) You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
                                                                            D) You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.


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


                                                                            5. Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
                                                                            What is the problem?

                                                                            A) Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
                                                                            B) The configured frequency to retrieve emails is too long.
                                                                            C) An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
                                                                            D) Incoming messages have a custom filter.


                                                                            Solutions:

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

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