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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Your customer has three service request child categories under the top-level service request category "Accounts":
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
B) In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
C) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
D) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.

2. Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

A) Incoming messages have a custom filter.
B) An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
C) Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
D) The configured frequency to retrieve emails is too long.

3. Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?

A) You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
B) The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
C) The only Vertical Toolbar that you can enable is the Notifications Toolbar.
D) The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.

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

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

Solutions: