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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Notifications, Emails, and Interactions | - Email processing
|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Data Migration and Integration | - Data import/export
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
| Work Assignment and Routing | - Omnichannel routing
|
| Customer Entitlements and Action Plans | - Action Plans
|
| Digital Customer Service and Chat | - Digital Customer Service (DCS)
|
| Managing and Extending Service Requests | - Service Request configuration and lifecycle management
|
| Redwood UX and AI Features | - Redwood interface configuration
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones are actions on a service request (SR) that must be completed by a specific time.
- B. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- C. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
- D. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
- E. Milestones are commitments to handle SRs within certain timelines.
Correct Answer: B,C,D 🗳️
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. Delete a Service Request.
- B. Create a Service Request.
- C. Chat with an Agent about a Service Request.
- D. View and edit attachments to a Service Request.
- E. Add a message to a Service Request.
Correct Answer: A,B,C,D 🗳️
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is exportable to Excel.
- B. It is available only to authorized administrators.
- C. It allows users to save searches for later reuse.
- D. It is searchable by date range, username, event type, event severity, and event duration.
- E. It is enabled by default.
Correct Answer: C,E 🗳️
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to copy a service request.
- B. They allow a user to escalate a service request.
- C. They have default values.
- D. They can all be modified.
- E. They allow a user to forward a service request.
- F. They can be assigned to a custom action script.
Correct Answer: B,C,D,E 🗳️
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?
- A. Change the section identified with Status = New
- B. Click the Show Advanced Search icon.
- C. In Advanced Search, confirm Record Set = Assigned to Me.
- D. In Advanced Search, Add Channel Type = Web.
- E. In Advanced Search, save and select the "Set as Default" box.
- F. In Advanced Search, select Action > Update.
Correct Answer: A,B,C,D,E 🗳️




