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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. 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) 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.
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) 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) 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.

2. Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

A) Validate that the product item is active and published.
B) Validate that Allow Duplicate is selected on the product item.
C) Verify that Root Catalog is selected on the product groups.
D) Verify that Eligible for Service is selected on the product item.

3. Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A) Modify the default values in the Capacity fields for the channels.
B) In the Work Assignments section, modify the default value in the Capacity field to a new value.
C) Select the Manage Capacities task.
D) In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.

4. If you want to disable the ability to delete activities for all users, what action should you perform?

A) Remove the "delete activities" role from all the users who have this role.
B) Remove the users of the roles who have the "delete activities" access.
C) Remove the "delete activities" privilege from all the roles for users who have this access.
D) Remove the "delete activities" button from all pages used by the users who have this access.

5. A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A) Notes
B) Social network
C) Service requests
D) Contacts
E) Sales opportunities

Solutions: