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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

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

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

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

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. Which four actions does the REST API for Service Requests (SRs) allow?

A) Update SR assignee
B) Delete SR by SR title
C) Delete SR by SR number
D) Update SR milestone
E) Create SR

5. Which three types of data are included in the interaction associated with a normal call flow?

A) Contact name
B) Service Request create date
C) Start time of the call
D) Channel
E) Agent name

Solutions: