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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. You are creating or editing a SmartText entry. Which four options can you insert into the entry?

A) Text
B) URLs
C) Other SmartText entries
D) Variables
E) Tables
F) Images

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

3. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?

A) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B) You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D) You have to edit the e-mail template and add HTML code to customize the standard text section.

4. 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) 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.
C) Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
D) 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.
E) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

5. Which option describes the automated page presentation for incoming calls?

A) a feature that displays a detailed caller profile based on your customer's country when you answer your phone
B) a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
C) a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D) a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone

Solutions: