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Updated: Sep 25, 2026

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Oracle 1Z0-1064-26 Exam Overview:

Certification Vendor:Oracle
Exam Name:Oracle Fusion Service 2026 Implementation Professional
Exam Number:1Z0-1064-26
Related Certifications:Oracle Fusion Service Implementation Professional (previous versions)
Exam Duration:90 minutes
Exam Format:Multiple Choice, Scenario-based questions
Available Languages:English
Real Exam Qty:50
Passing Score:68%
Recommended Training:Oracle University Fusion Service training
Exam Registration:Oracle Certification Portal
Sample Questions:Oracle 1Z0-1064-26 Sample Questions
Exam Way:Online proctored or testing center (Oracle University)
Pre Condition:No formal prerequisite required; recommended experience with Oracle Fusion Service implementation
Official Syllabus URL:https://education.oracle.com/

Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

                                                                            Oracle Fusion Service 2026 Implementation Professional Sample Questions:

                                                                            Question #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. 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.
                                                                            • B. 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.
                                                                            • C. 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.
                                                                            • D. 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.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: B  🗳️

                                                                            Question #2

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

                                                                            • A. Object workflow
                                                                            • B. Exports
                                                                            • C. Icons
                                                                            • D. Fields
                                                                            • E. Reports
                                                                            • F. Roles and privileges
                                                                            • G. Objects
                                                                            • H. Themes
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: B,D,E,G  🗳️

                                                                            Question #3

                                                                            You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

                                                                            • A. Interval
                                                                            • B. Available
                                                                            • C. Time Period
                                                                            • D. Duration
                                                                            • E. Start/Stop
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: D  🗳️

                                                                            Question #4

                                                                            You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
                                                                            What will be the expected result in the assignment of a queue for these service requests?

                                                                            • A. The queue defined in the first evaluated rule is always assigned to the service request.
                                                                            • B. An error will occur; no queue is assigned to the service request.
                                                                            • C. The service request assignment will be unpredictable.
                                                                            • D. The queue defined by default is the one assigned to the service request.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A  🗳️

                                                                            Question #5

                                                                            Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
                                                                            Which two steps do you have to follow to limit the channel capacity as required?

                                                                            • A. Modify the default values in the Capacity fields for the channels.
                                                                            • B. Select the Manage Capacities task.
                                                                            • C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
                                                                            • D. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
                                                                            Reveal Solution  Discussion  0

                                                                            Correct Answer: A,D  🗳️

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