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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

A) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
B) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
C) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
D) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

2. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) 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.
B) Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
C) 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.
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.

3. Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A) Manage Service Request Products
B) Manage Service Request Severities
C) Manage Service Request Resolutions
D) Manage Service Request Queue
E) Manage Service Request Status Values
F) Manage Service Request Categories

4. Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A) The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
B) The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
C) The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
D) The profile CSO_ENABLE_SVC_KMHOME is set to Y.
E) The batch job for recommendations has not been executed.

5. Which two are required to publish a completed Digital Customer Service (DCS) application?

A) system administrator approval
B) a single "publish" action to complete the task
C) nothing (DCS applications are always available to all users.)
D) moving the application to Staging and subsequently to Production status

Solutions: