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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A) Unlock and publish the new selected profile value.
B) Select View > Detach.
C) Lock the Profile Option for editing.
D) Modify the Profile Value and save.
E) Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
F) Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

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

3. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

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

4. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

A) Make them available to external users by giving them access to the internal "My Knowledge" page.
B) Make them available internally to agents as part of the Service Request Knowledge Panel.
C) Make them available externally to customers via My Digital Customer Service (DCS).
D) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
E) Make them available to employees and agents via My Knowledge.

5. You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.

A) You can download large volumes of SR data from the Analytics interface.
B) You must retrieve large volumes of data through a REST API endpoint.
C) You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
D) You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

Solutions: