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| Section | Objectives |
|---|
| Topic 1: Knowledge Management | - Knowledge articles
- 1. Creation and lifecycle management
- 2. Search and recommendation usage
|
| Topic 2: Reporting and Analytics | - Service analytics
- 1. Operational reporting
- 2. Dashboards and KPIs
|
| Topic 3: Integrations and Extensions | - Integration capabilities
- 1. Third-party system integration
- 2. REST APIs and integration flows
|
| Topic 4: Field Service and Dispatch | - Field service operations
- 1. Work order management
- 2. Scheduling and dispatch rules
|
| Topic 5: Oracle Fusion Service Overview | - Core Service Architecture
- 1. Service request lifecycle management
- 2. Fusion Service data model and components
- Service Configuration Basics
- 1. Basic setup and administration
- 2. Security roles and access control
|
| Topic 6: Service Request Management | - Case and ticket handling
- 1. SLAs and escalation management
- 2. Creation, routing, and assignment rules
- Customer interaction handling
- 1. Communication templates and notifications
- 2. Omnichannel support processes
|
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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q41-Q46):
NEW QUESTION # 41
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. 1,2,3,4
- B. 3,2,4,1
- C. 2,4,3,1
- D. 1,3,2,4
Answer: A
NEW QUESTION # 42
Which two keyboard shortcuts can be modified?
- A. Save and Close
- B. Save and Continue
- C. Cancel
- D. Create Service Request
- E. OK
Answer: D,E
NEW QUESTION # 43
If you want to disable the ability to delete activities for all users, what action should you perform?
- A. Remove the users of the roles who have the "delete activities" access.
- B. Remove the "delete activities" button from all pages used by the users who have this access.
- C. Remove the "delete activities" role from all the users who have this role.
- D. Remove the "delete activities" privilege from all the roles for users who have this access.
Answer: A
NEW QUESTION # 44
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 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.
- B. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
- C. 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.
- D. 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.
Answer: C
NEW QUESTION # 45
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. 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.
- B. 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.
- 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 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.
Answer: A
NEW QUESTION # 46
......
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