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| Section | Weight | Objectives |
|---|
| Omnichannel Communications | 15% | - Media toolbar and agent notifications - Work routing and queue setup - Email, chat and CTI configuration
|
| Fusion Service Overview and Setup | 15% | - Security model, roles and access control - Functional Setup Manager (FSM) usage - Service configuration basics
|
| Knowledge Management | 15% | - Article management and access - Knowledge base setup and configuration
|
| Service Request Management | 25% | - SR categories, assignment rules and routing - SR creation, lifecycle and processing - Milestones and action plans - Service catalog and entitlements
|
| Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - DCS architecture and deployment - Authentication, profiles and security
|
| Customization, Productivity and Analytics | 10% | - OTBI reporting and integration basics - Application Composer and extensions - SmartText, hotkeys and audit features
|
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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q46-Q51):
NEW QUESTION # 46
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
- A. Roles and privileges
- B. Icons
- C. Exports
- D. Reports
- E. Fields
- F. Object workflow
- G. Objects
- H. Themes
Answer: C,D,E,G
NEW QUESTION # 47
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Grant the agent Administrator permissions to add new search filters.
- B. Create a new search through the application composer.
- C. Create several personalized searches and create them to each other.
- D. Add fields from the advanced search functionality.
Answer: B
NEW QUESTION # 48
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 service request assignment will be unpredictable.
- B. The queue defined in the first evaluated rule is always assigned to the service request.
- C. An error will occur; no queue is assigned to the service request.
- D. The queue defined by default is the one assigned to the service request.
Answer: B
NEW QUESTION # 49
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to copy a service request.
- B. They can be assigned to a custom action script.
- C. They can all be modified.
- D. They allow a user to forward a service request.
- E. They have default values.
- F. They allow a user to escalate a service request.
Answer: C,D,E,F
NEW QUESTION # 50
Which three types of data are included in the interaction associated with a normal call flow?
- A. Channel
- B. Contact name
- C. Start time of the call
- D. Agent name
- E. Service Request create date
Answer: B,D,E
NEW QUESTION # 51
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