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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Redwood UX and AI Features | - AI capabilities
|
| Topic 2: Work Assignment and Routing | - Queues and assignment rules
|
| Topic 3: Digital Customer Service and Chat | - Chatbot and automation
|
| Topic 4: Notifications, Emails, and Interactions | - Notifications and collaboration
|
| Topic 5: Productivity and Contact Center Tools | - Agent productivity tools
|
| Topic 6: Managing and Extending Service Requests | - Application Composer extensions
|
| Topic 7: Data Migration and Integration | - Data import/export
|
| Topic 8: Customer Entitlements and Action Plans | - Entitlements and SLAs
|
| Topic 9: Computer Telephony Integration (CTI) | - Telephony integration setup
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
1. 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) Resolution is due on Saturday, 2 PM EST.
D) If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
2. Oracle Engagement Cloud provides tools to add or modify which six types of entities?
A) Roles and privileges
B) Reports
C) Exports
D) Object workflow
E) Objects
F) Themes
G) Icons
H) Fields
3. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
A) Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
B) Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
C) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
D) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
E) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
4. In which three situations can default coverage be applied?
A) for a specific SR category
B) for a specific period of time
C) for a specific SR status
D) globally, to all service requests that do not have any other coverage
E) to a specific customer account
5. Which two options are true about role synchronization for Digital Customer Service (DCS)?
A) is required for every DCS instance
B) also synchronizes userIDs and passwords between DCS and Engagement Cloud
C) is real time
D) enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: B,C,E,H | Question # 3 Answer: A,B,C | Question # 4 Answer: A,B,D | Question # 5 Answer: A,C |

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