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| Section | Objectives |
|---|
| Topic 1: Productivity and Contact Center Tools | - Agent productivity tools
- 1. Dashboards and analytics
- 2. SmartText configuration
- 3. Hotkeys and shortcuts
|
| Topic 2: Notifications, Emails, and Interactions | - Email processing
- 1. Inbound/outbound email channels
- 2. Email templates and interaction tracking
- Notifications and collaboration
- 1. In-app notifications
- 2. Internal collaboration tools
|
| Topic 3: Work Assignment and Routing | - Queues and assignment rules
- 1. Queue configuration
- 2. Agent capacity and availability
- 3. Assignment rules based on SR attributes
- Omnichannel routing
- 1. Cross-channel workload distribution
- 2. Work starvation prevention
|
| Topic 4: Computer Telephony Integration (CTI) | - Telephony integration setup
- 1. Call flows configuration
- 2. Screen pop functionality
- 3. Redwood CTI toolbar setup
|
| Topic 5: Data Migration and Integration | - Data import/export
- 1. Import Management tool
- 2. FBDI import
|
| Topic 6: Managing and Extending Service Requests | - Application Composer extensions
- 1. Object workflows
- 2. Custom objects and fields
- 3. Groovy scripting for business logic
- Service Request configuration and lifecycle management
- 1. Service catalog and category hierarchy
- 2. Profile options and system configuration
- 3. Scheduled processes and automation
- 4. SR outcomes and resolutions
- 5. User and role management
|
| Topic 7: Customer Entitlements and Action Plans | - Entitlements and SLAs
- 1. Notifications and performance tracking
- 2. Milestones and operating calendars
- 3. Coverage and service tiers
- Action Plans
- 1. Execution within service requests
- 2. Action plan templates
|
| Topic 8: Digital Customer Service and Chat | - Digital Customer Service (DCS)
- 1. Embedding Fusion Service in external apps
- 2. UI themes and branding
- Chatbot and automation
- 1. Virtual assistant configuration
|
| Topic 9: Redwood UX and AI Features | - Redwood interface configuration
- 1. Activities timeline
- 2. Workflow implementation platform
- AI capabilities
- 1. SR classification AI
- 2. Knowledge recommendations
|
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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q22-Q27):
NEW QUESTION # 22
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Add the Password Reset component to your DCS application.
- B. Enable the "Password Reset" option in the User Administration component.
- C. Instruct users that they can only change their password by chatting with an agent.
- D. Obtain the Change Password Link and add it to your DCS page.
Answer: D
NEW QUESTION # 23
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the rule sets you want to create and the rules to include in each rule set
- B. the candidates of service requests to use as criteria for your rule assignments
- C. the attributes of service requests to use as criteria for your rule assignments
- D. the attributes of queues to use as criteria for your rule assignments
- E. the candidates of queues to use as criteria for your rule assignments
Answer: A,B,E
NEW QUESTION # 24
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 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.
- B. 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.
- C. 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.
- D. 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.
Answer: C
NEW QUESTION # 25
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Add fields from the advanced search functionality.
- B. Create several personalized searches and create them to each other.
- C. Create a new search through the application composer.
- D. Grant the agent Administrator permissions to add new search filters.
Answer: C
NEW QUESTION # 26
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
- A. Manage Service Request Severities
- B. Manage Service Request Products
- C. Manage Service Request Categories
- D. Manage Service Request Status Values
- E. Manage Service Request Queue
- F. Manage Service Request Resolutions
Answer: B,C,D,E
NEW QUESTION # 27
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