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| Section | Objectives |
|---|
| Integrations and Extensions | - Integration capabilities
- 1. Third-party system integration
- 2. REST APIs and integration flows
|
| Field Service and Dispatch | - Field service operations
- 1. Scheduling and dispatch rules
- 2. Work order management
|
| Oracle Fusion Service Overview | - Service Configuration Basics
- 1. Security roles and access control
- 2. Basic setup and administration
- Core Service Architecture
- 1. Fusion Service data model and components
- 2. Service request lifecycle management
|
| Knowledge Management | - Knowledge articles
- 1. Creation and lifecycle management
- 2. Search and recommendation usage
|
| Reporting and Analytics | - Service analytics
- 1. Dashboards and KPIs
- 2. Operational reporting
|
| Service Request Management | - Case and ticket handling
- 1. Creation, routing, and assignment rules
- 2. SLAs and escalation management
- Customer interaction handling
- 1. Communication templates and notifications
- 2. Omnichannel support processes
|
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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q71-Q76):
NEW QUESTION # 71
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
- A. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- B. Adjust the inbound message filters.
- C. Adjust permissions on all customer's profiles.
- D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
Answer: A
NEW QUESTION # 72
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 # 73
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. The scheduled process has not been set up.
- B. The Starts When criteria of the milestones is not True.
- C. No default coverages are set up.
- D. Entitlement rules are not valid for the service request.
Answer: A,B,C
NEW QUESTION # 74
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?
- A. Delete a Service Request.
- B. Add a message to a Service Request.
- C. Create a Service Request.
- D. Chat with an Agent about a Service Request.
- E. View and edit attachments to a Service Request.
Answer: A,C,D,E
NEW QUESTION # 75
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Instruct users that they can only change their password by chatting with an agent.
- B. Obtain the Change Password Link and add it to your DCS page.
- C. Add the Password Reset component to your DCS application.
- D. Enable the "Password Reset" option in the User Administration component.
Answer: B
NEW QUESTION # 76
......
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