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

2. Identify three considerations before starting the configuration of assignment rules to service requests.

A) the rule sets you want to create and the rules to include in each rule set
B) the candidates of queues to use as criteria for your rule assignments
C) the attributes of service requests to use as criteria for your rule assignments
D) the candidates of service requests to use as criteria for your rule assignments
E) the attributes of queues to use as criteria for your rule assignments

3. Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A) Milestones are commitments to handle SRs within certain timelines.
B) Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
C) Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
D) Milestones are customizable by an administrator to include any number of organization-specific milestone types.
E) Milestones are actions on a service request (SR) that must be completed by a specific time.

4. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
B) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
C) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
D) Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

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

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

Solutions: