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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
| Notifications, Emails, and Interactions | - Email processing
|
| Customer Entitlements and Action Plans | - Action Plans
|
| Work Assignment and Routing | - Queues and assignment rules
|
| Managing and Extending Service Requests | - Service Request configuration and lifecycle management
|
| Data Migration and Integration | - Data import/export
|
| Digital Customer Service and Chat | - Digital Customer Service (DCS)
|
| Redwood UX and AI Features | - AI capabilities
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.
- A. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
- B. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
- C. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
- D. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
Correct Answer: D 🗳️
Which two are true characteristics about the lifecycle of a service request?
- A. Users can reopen a service request when the status is set to "Resolved".
- B. "Closed" status is set by an automatic job after a specified number of days.
- C. If required, users can manually set the "Closed" status for a service request.
- D. Users can reopen a service request when the status is set to "Closed".
- E. "Customer working" is one of the five seeded status types.
Correct Answer: A,B 🗳️
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
- A. a configured profile option to schedule the retrieval of emails
- B. an inbound message filter per time schedule
- C. an inbound message filter per sender
- D. a configured job to process inbound emails
Correct Answer: B 🗳️
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Add fields from the advanced search functionality.
- B. Create several personalized searches and create them to each other.
- C. Create a new search through the application composer.
- D. Grant the agent Administrator permissions to add new search filters.
Correct Answer: C 🗳️
If you want to disable the ability to delete activities for all users, what action should you perform?
- A. Remove the users of the roles who have the "delete activities" access.
- B. Remove the "delete activities" role from all the users who have this role.
- C. Remove the "delete activities" privilege from all the roles for users who have this access.
- D. Remove the "delete activities" button from all pages used by the users who have this access.
Correct Answer: A 🗳️
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