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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. 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) 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.
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) Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
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.

2. 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) Grant the agent Administrator permissions to add new search filters.
D) Create a new search through the application composer.

3. Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A) Icons
B) Themes
C) Fields
D) Object workflow
E) Objects
F) Reports
G) Exports
H) Roles and privileges

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

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

5. 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) 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.
D) 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.

Solutions: