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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

A) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
B) First Response is due on Friday, 12 noon EST.
C) If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
D) Resolution is due on Saturday, 2 PM EST.

2. Which four actions does the REST API for Service Requests (SRs) allow?

A) Create SR
B) Update SR assignee
C) Delete SR by SR title
D) Delete SR by SR number
E) Update SR milestone

3. Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A) requires less work and effort
B) allows the display of a product hierarchy specifically for service purposes
C) allows use of a simpler hierarchy
D) allows you to use the same product hierarchy as sales

4. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?

A) You have to edit the e-mail template and add HTML code to customize the standard text section.
B) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D) You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

5. Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

A) You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
B) You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
C) You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
D) You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.

Solutions: