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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) Resolution is due on Saturday, 2 PM EST.
C) First Response is due on Friday, 12 noon EST.
D) If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

2. You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.

A) You can download large volumes of SR data from the Analytics interface.
B) You must retrieve large volumes of data through a REST API endpoint.
C) You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
D) You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

3. You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A) You can send an e-mail notification to specified recipients.
B) You must make the changes using the Page Composer tool.
C) You can define the workflow to run when certain fields of the SR object are changed.
D) You can modify the workflow to update field values within the SR object.
E) You will be required to code any new workflow actions in Groovy.
F) You can generate tasks for the SR object from the workflow.

4. Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A) Milestones are commitments to handle SRs within certain timelines.
B) Milestones are actions on a service request (SR) that must be completed by a specific time.
C) Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
D) Milestones are customizable by an administrator to include any number of organization-specific milestone types.
E) Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.

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

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

Solutions: