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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

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

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

2. When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A) 3,2,4,1
B) 2,4,3,1
C) 1,2,3,4
D) 1,3,2,4

3. You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A) You will be required to code any new workflow actions in Groovy.
B) You can modify the workflow to update field values within the SR object.
C) You must make the changes using the Page Composer tool.
D) You can send an e-mail notification to specified recipients.
E) You can generate tasks for the SR object from the workflow.
F) You can define the workflow to run when certain fields of the SR object are changed.

4. Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?

A) You have not enabled the Computer Telephony Integration (CTI) service.
B) The signed-in user does not have the appropriate access privileges to a toolbar.
C) You did not enable the vertical toolbar which is required, while the horizontal is optional.
D) You entered a toolbar height that is not more than 70 pixels.
E) The only toolbar enabled is the default one, and you must configure at least two.

5. 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 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.
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) 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.
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.

Solutions: