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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A) Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
B) Categories determine the steps an agent must follow to close the service request.
C) The hierarchical structure of the categories helps to improve the service request classification.
D) Filter the selection of the product related to the service request, when filtering by a particular category.
E) Categories facilitate the assignment of an agent to the service request.

2. Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A) It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
B) It enables anonymous users to search the DCS knowledge base.
C) It does not require matching passwords between Engagement Cloud and DCS.
D) It is configured exclusively via the Engagement Cloud Security Console.

3. Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A) Adjust the inbound message filters.
B) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
C) Adjust permissions on all customer's profiles.
D) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

4. Which statement is correct when describing the process of adding assignment rules from Service Setup?

A) Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
B) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
C) Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
D) Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.

5. Which four statements are correct about hotkeys for Action Commands?

A) They allow a user to escalate a service request.
B) They allow a user to copy a service request.
C) They allow a user to forward a service request.
D) They have default values.
E) They can all be modified.
F) They can be assigned to a custom action script.

Solutions: