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

1Z0-1064-26 Exam Questions
  • Exam Code: 1Z0-1064-26
  • Exam Name: Oracle Fusion Service 2026 Implementation Professional
  • Updated: Aug 13, 2026
  • Q & A: 79 Questions and Answers
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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            1. Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
                                                                            What are two advantages of creating a new service catalog instead of using an existing one?

                                                                            A) allows the display of a product hierarchy specifically for service purposes
                                                                            B) allows you to use the same product hierarchy as sales
                                                                            C) requires less work and effort
                                                                            D) allows use of a simpler hierarchy


                                                                            2. You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
                                                                            Identify two valid approaches to get this large volume of data.

                                                                            A) You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
                                                                            B) You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
                                                                            C) You can download large volumes of SR data from the Analytics interface.
                                                                            D) You must retrieve large volumes of data through a REST API endpoint.


                                                                            3. Your customer asked you to modify the default severity value for new service requests.
                                                                            Which three steps should you follow to make the change?

                                                                            A) Modify the Profile Value and save.
                                                                            B) Select View > Detach.
                                                                            C) Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
                                                                            D) Lock the Profile Option for editing.
                                                                            E) Unlock and publish the new selected profile value.
                                                                            F) Select the profile SVC_SR_DEFAULT_SEVERITY_CD.


                                                                            4. Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
                                                                            Identify three advantages of selecting the category correctly.

                                                                            A) Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
                                                                            B) Categories determine the steps an agent must follow to close the service request.
                                                                            C) The hierarchical structure of the categories helps to improve the service request classification.
                                                                            D) Filter the selection of the product related to the service request, when filtering by a particular category.
                                                                            E) Categories facilitate the assignment of an agent to the service request.


                                                                            5. Select three correct limits and restrictions when importing data from a file.

                                                                            A) If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
                                                                            B) Both create and update operations are available for imported records.
                                                                            C) By default, the import starts immediately after it is activated.
                                                                            D) Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
                                                                            E) The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.


                                                                            Solutions:

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

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