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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

A) Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
B) Modify the original base locales of the articles to match the target language.
C) Enable new locales for the languages to be used and provision designated users to translate the articles.
D) Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.

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

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

3. 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) 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.
B) 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.
C) 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.
D) 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.

4. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A) No default coverages are set up.
B) The Starts When criteria of the milestones is not True.
C) The scheduled process has not been set up.
D) Entitlement rules are not valid for the service request.

5. Which three statements are true about building Digital Customer Service (DCS) applications?

A) Many DCS applications can be active in production at the same time.
B) DCS application can be embedded in other sites.
C) Only one version of a DCS application can be active in production at any time.
D) DCS includes a "reference implementation template" that illustrates recommended implementation practices.

Solutions: