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Oracle Fusion Service 2026 Implementation Professional Sample Questions:

1. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A) The service request assignment will be unpredictable.
B) An error will occur; no queue is assigned to the service request.
C) The queue defined by default is the one assigned to the service request.
D) The queue defined in the first evaluated rule is always assigned to the service request.

2. Identify three considerations before starting the configuration of assignment rules to service requests.

A) the candidates of service requests to use as criteria for your rule assignments
B) the attributes of queues to use as criteria for your rule assignments
C) the candidates of queues to use as criteria for your rule assignments
D) the attributes of service requests to use as criteria for your rule assignments
E) the rule sets you want to create and the rules to include in each rule set

3. What three things should you do once you have established a global default coverage?

A) Create an ESS job to Monitor Service Request Milestones.
B) Create an ESS job to Aggregate Service Requests.
C) Use Application Composer to configure warning emails about milestone compliance events.
D) Use Application Composer to include milestones on the Service Request Layout if desired.

4. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A) No default coverages are set up.
B) The scheduled process has not been set up.
C) The Starts When criteria of the milestones is not True.
D) Entitlement rules are not valid for the service request.

5. Digital Customer Service application configuration settings in json.cfg include which four options?

A) Knowledge management language locales
B) Knowledge management article links
C) Default chat channel preferences
D) Product and category filtering
E) Default timezone
F) Default notification preferences
G) Default communication preferences
H) Service request links

Solutions: