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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
B) Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
D) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.

2. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A) The queue defined in the first evaluated rule is always assigned to the service request.
B) The service request assignment will be unpredictable.
C) The queue defined by default is the one assigned to the service request.
D) An error will occur; no queue is assigned to the service request.

3. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?

A) You have to edit the e-mail template and add HTML code to customize the standard text section.
B) You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

4. Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A) The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
B) The profile CSO_ENABLE_SVC_KMHOME is set to Y.
C) The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
D) The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
E) The batch job for recommendations has not been executed.

5. Which three statements are true?

A) Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
B) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
C) Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
D) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.

Solutions: