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- Service Request configuration and lifecycle management
1. Profile options and system configuration
2. Scheduled processes and automation
3. SR outcomes and resolutions
4. Service catalog and category hierarchy
5. User and role management
Topic 6: Customer Entitlements and Action Plans
- Entitlements and SLAs
1. Notifications and performance tracking
2. Coverage and service tiers
3. Milestones and operating calendars
- Action Plans
1. Execution within service requests
2. Action plan templates
Topic 7: Digital Customer Service and Chat
- Chatbot and automation
1. Virtual assistant configuration
- Digital Customer Service (DCS)
1. UI themes and branding
2. Embedding Fusion Service in external apps
Topic 8: Data Migration and Integration
- Data import/export
1. Import Management tool
2. FBDI import
Topic 9: Productivity and Contact Center Tools
- Agent productivity tools
1. Dashboards and analytics
2. Hotkeys and shortcuts
3. SmartText configuration
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
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. 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.
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. Resolution is due on Saturday, 2 PM EST.
B. First Response is due on Friday, 12 noon EST.
C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles. What option could cause this problem?
A. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
B. Users have not been given the "Knowledge Analyst" role.
C. The User Group selected for authoring articles has been set to 'External".
D. The Base Locale for the articles has not been enabled in the correct language.
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