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| Section | Weight | Objectives |
|---|
| Omnichannel Communications | 15% | - Media toolbar and agent notifications - Email, chat and CTI configuration - Work routing and queue setup
|
| Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - Authentication, profiles and security - DCS architecture and deployment
|
| Service Request Management | 25% | - SR creation, lifecycle and processing - Milestones and action plans - Service catalog and entitlements - SR categories, assignment rules and routing
|
| Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access
|
| Customization, Productivity and Analytics | 10% | - SmartText, hotkeys and audit features - Application Composer and extensions - OTBI reporting and integration basics
|
| Fusion Service Overview and Setup | 15% | - Security model, roles and access control - Functional Setup Manager (FSM) usage - Service configuration basics
|
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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q22-Q27):
NEW QUESTION # 22
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
- A. Check the Active flag.
- B. Select the task Manage Service Request Categories.
- C. Complete Category Name.
- D. Select Service Catalog in Functional Areas.
- E. Select Create Category > Create Top-Level Category.
- F. Select Status = "Active".
- G. Select Create Category > Create Child Category.
Answer: B,E,F,G
NEW QUESTION # 23
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Service request links
- B. Default notification preferences
- C. Default chat channel preferences
- D. Default communication preferences
- E. Product and category filtering
- F. Knowledge management language locales
- G. Knowledge management article links
- H. Default timezone
Answer: A,E,F,G
NEW QUESTION # 24
What is the main function of the Data Security Policies?
- A. defines the actions a particular user can do
- B. defines the views the application can access
- C. defines the data a particular user can see and/or modify
- D. defines the views or functionalities the user can access
- E. defines the privileges and roles a particular user can have
Answer: D
NEW QUESTION # 25
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?
- A. Configure the self-registrations to restrict registration to only existing Contacts.
- B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
- C. Disable the anonymous access option in your DCS application.
- D. Configure your self-registrations so that they are automatically approved.
Answer: A,C,D
NEW QUESTION # 26
Which two are true characteristics about the lifecycle of a service request?
- A. Users can reopen a service request when the status is set to "Resolved".
- B. Users can reopen a service request when the status is set to "Closed".
- C. "Closed" status is set by an automatic job after a specified number of days.
- D. If required, users can manually set the "Closed" status for a service request.
- E. "Customer working" is one of the five seeded status types.
Answer: A,C
NEW QUESTION # 27
......
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