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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Which two are true characteristics about the lifecycle of a service request?

A) "Closed" status is set by an automatic job after a specified number of days.
B) Users can reopen a service request when the status is set to "Closed".
C) "Customer working" is one of the five seeded status types.
D) Users can reopen a service request when the status is set to "Resolved".
E) If required, users can manually set the "Closed" status for a service request.

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) 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.

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

4. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A) Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
B) Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
C) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
D) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

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

Solutions: