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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A) Click the Show Advanced Search icon.
B) Change the section identified with Status = New
C) In Advanced Search, select Action > Update.
D) In Advanced Search, Add Channel Type = Web.
E) In Advanced Search, confirm Record Set = Assigned to Me.
F) In Advanced Search, save and select the "Set as Default" box.

2. 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) An error will occur; no queue is assigned to the service request.
B) The service request assignment will be unpredictable.
C) The queue defined in the first evaluated rule is always assigned to the service request.
D) The queue defined by default is the one assigned to the service request.

3. 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 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.
B) Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C) 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.
D) 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.

4. Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A) Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
B) Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
C) Do not choose any optional criteria columns.
D) Choose all optional result columns.

5. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A) Object workflows
B) Languages
C) Themes
D) Templates
E) Business objects
F) Object triggers
G) UI components
H) Pages

Solutions: