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Oracle Fusion Service 2026 Implementation Professional Sample Questions:
1. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?
A) Make them available to employees and agents via My Knowledge.
B) Make them available externally to customers via My Digital Customer Service (DCS).
C) Make them available to external users by giving them access to the internal "My Knowledge" page.
D) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
E) Make them available internally to agents as part of the Service Request Knowledge Panel.
2. 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, Add Channel Type = Web.
B) In Advanced Search, save and select the "Set as Default" box.
C) Click the Show Advanced Search icon.
D) In Advanced Search, select Action > Update.
E) Change the section identified with Status = New
F) In Advanced Search, confirm Record Set = Assigned to Me.
3. If you want to disable the ability to delete activities for all users, what action should you perform?
A) Remove the "delete activities" button from all pages used by the users who have this access.
B) Remove the "delete activities" privilege from all the roles for users who have this access.
C) Remove the users of the roles who have the "delete activities" access.
D) Remove the "delete activities" role from all the users who have this role.
4. 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) Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
B) 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.
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 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.
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) 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.
C) Select the Manage Capacities task.
D) In the Work Assignments section, modify the default value in the Capacity field to a new value.
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: A,B,C,E,F | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A,B |






