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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

A) Incoming messages have a custom filter.
B) Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
C) The configured frequency to retrieve emails is too long.
D) An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

2. One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A) Create a new search through the application composer.
B) Create several personalized searches and create them to each other.
C) Add fields from the advanced search functionality.
D) Grant the agent Administrator permissions to add new search filters.

3. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A) Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
B) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
C) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
D) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

4. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
B) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
C) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
D) Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

5. 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) 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.
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.

Solutions: