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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

A) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
B) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
C) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
D) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.

2. Which three statements are true?

A) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
B) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
C) Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
D) Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

3. What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A) Add images as the product image will not be pulled from Engagement Cloud.
B) Configure products groups and product items in Engagement Cloud.
C) Add the Product object to your DCS application.
D) Add product ID(s) to the database component.

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

5. Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A) Users have not been given the "Knowledge Analyst" role.
B) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
C) The User Group selected for authoring articles has been set to 'External".
D) The Base Locale for the articles has not been enabled in the correct language.

Solutions: