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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Digital Customer Service and Chat | - Digital Customer Service (DCS)
|
| Topic 2: Work Assignment and Routing | - Queues and assignment rules
|
| Topic 3: Customer Entitlements and Action Plans | - Action Plans
|
| Topic 4: Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Topic 5: Notifications, Emails, and Interactions | - Email processing
|
| Topic 6: Data Migration and Integration | - Data import/export
|
| Topic 7: Productivity and Contact Center Tools | - Agent productivity tools
|
| Topic 8: Redwood UX and AI Features | - AI capabilities
|
| Topic 9: Managing and Extending Service Requests | - Application Composer extensions
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
1. Which option describes the automated page presentation for incoming calls?
A) a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
B) a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
C) a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
D) a feature that displays a detailed caller profile based on your customer's country when you answer your phone
2. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
A) The scheduled process has not been set up.
B) Entitlement rules are not valid for the service request.
C) No default coverages are set up.
D) The Starts When criteria of the milestones is not True.
3. A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
A) Social network
B) Sales opportunities
C) Service requests
D) Notes
E) Contacts
4. Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
A) Select Create Category > Create Child Category.
B) Select Status = "Active".
C) Select Service Catalog in Functional Areas.
D) Check the Active flag.
E) Select the task Manage Service Request Categories.
F) Complete Category Name.
G) Select Create Category > Create Top-Level Category.
5. 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) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
B) First Response is due on Friday, 12 noon EST.
C) If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
D) Resolution is due on Saturday, 2 PM EST.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A,C,D | Question # 3 Answer: A,B,C | Question # 4 Answer: A,B,E,G | Question # 5 Answer: A,B |



