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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 "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 "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
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 "Silver Accounts" child category and deselect the "Active" Column.

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

3. Which two options are true about reporting on milestones?

A) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
B) Administrator-defined milestone data is not included in Analytics.
C) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
D) No standard reports on milestones are provided.

4. One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A) Add fields from the advanced search functionality.
B) Create several personalized searches and create them to each other.
C) Create a new search through the application composer.
D) Grant the agent Administrator permissions to add new search filters.

5. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
B) Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
C) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
D) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.

Solutions: