Oracle 1Z0-1064-26 Exam : Oracle Fusion Service 2026 Implementation Professional

  • Exam Code: 1Z0-1064-26
  • Exam Name: Oracle Fusion Service 2026 Implementation Professional
  • Updated: Aug 15, 2026
  • Q & A: 79 Questions and Answers

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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            1. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
                                                                            What could be causing this behavior?

                                                                            A) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
                                                                            B) Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
                                                                            C) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
                                                                            D) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.


                                                                            2. Which two options are true about reporting on milestones?

                                                                            A) Administrator-defined milestone data is not included in Analytics.
                                                                            B) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
                                                                            C) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
                                                                            D) No standard reports on milestones are provided.


                                                                            3. Which three subobject functions are included in the REST API for Service Requests (SRs)?

                                                                            A) Delete activity
                                                                            B) Update SR reference
                                                                            C) Update resource manager
                                                                            D) Delete message
                                                                            E) Update resource member


                                                                            4. Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
                                                                            Which statement is true?

                                                                            A) The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
                                                                            B) You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
                                                                            C) The only Vertical Toolbar that you can enable is the Notifications Toolbar.
                                                                            D) The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.


                                                                            5. Oracle Engagement Cloud provides tools to add or modify which six types of entities?

                                                                            A) Objects
                                                                            B) Reports
                                                                            C) Fields
                                                                            D) Icons
                                                                            E) Exports
                                                                            F) Roles and privileges
                                                                            G) Themes
                                                                            H) Object workflow


                                                                            Solutions:

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

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