A support administrator needs to add a custom resolution code, 'Firmware Patch Applied', and map it to the ready-to-use outcome 'Solution Provided' so agents can select it when resolving service requests. Which Functional Setup Manager task and lookup type must be used to configure this resolution code?
Answer and explanation
Correct answer: D
In Oracle Fusion Service, the task 'Manage Service Request Outcomes and Resolutions' in Setup and Maintenance allows administrators to manage both outcomes and resolutions, as well as the mappings between them. Service request resolutions are stored under the standard lookup type ORA_SVC_SR_RESOLUTION_CD. The other lookup types mentioned (SVC_SR_RESOLUTION_TYPE, ORA_SVC_CLOSURE_REASON, and SVC_SR_STATUS_RESOLUTION) are incorrect or do not represent the seeded resolution lookup.
Question 2
True or False: In Oracle Fusion Service, custom Service Request outcome lookup codes should begin with the prefix 'SVC_' to distinguish them from seeded values, and mapping resolutions to an outcome restricts the resolutions available for selection when an agent chooses that outcome in the Resolve Service Request modal dialog.
Answer and explanation
Correct answer: A
This statement is true. Oracle explicitly recommends prefixing custom outcome codes with 'SVC_' to prevent collisions with seeded lookup codes. Furthermore, when resolutions are mapped to outcomes in the 'Map Resolutions to Outcomes' configuration interface, selecting an outcome in the runtime Resolve Service Request dialog dynamically filters the resolution choice list to display only those mapped entries.
Question 3
A global enterprise software company is standardizing its post-incident resolution tracking across three regional technical assistance centers (Americas, EMEA, APAC). During requirements analysis, the service delivery director mandates that when tier-2 engineers resolve an incident, they must record a primary business Outcome and a granular technical Resolution.
The implementation team has created several new resolution entries via the task 'Manage Service Request Resolutions'. However, during preliminary user acceptance testing in the Redwood Service Center, tier-2 engineers report that when they click 'Resolve Service Request', the Outcome field populates with default options, but the Resolution choice list displays 'No results found' for all newly created resolutions.
Which root cause explains why the new resolutions are unavailable to the engineers, and what administrative action is required to resolve this issue?
flowchart LR
A[Manage Service Request Resolutions] -->|Create Codes| B(Unmapped Resolutions in ORA_SVC_SR_RESOLUTION_CD)
B -.->|Missing Association?| C{Resolve Dialog Runtime}
C -->|Outcome Selected| D[Filtered Resolution Dropdown: Empty]
Answer and explanation
Correct answer: B
Creating resolutions using only the task 'Manage Service Request Resolutions' defines the lookup codes under ORA_SVC_SR_RESOLUTION_CD but leaves them unassociated with any outcome. In Fusion Service, the Resolve Service Request dialog filters resolutions based on the selected outcome. If a resolution is not mapped to an outcome via the 'Map Resolutions to Outcomes' section in 'Manage Service Request Outcomes and Resolutions', the choice list remains empty upon selecting that outcome. There is no scheduled process named 'Flatten Service Request Outcomes and Resolutions', and resolution mapping does not require profile option activation or Groovy validation.
Question 4
Multiple answers
Which TWO resolutions are mapped by default to the seeded outcome 'Unable to Solve Defect Logged' in Oracle Fusion Service? (Select TWO)
Answer and explanation
Correct answers: A, D
In Oracle Fusion Service out-of-the-box configuration, the seeded outcome 'Unable to Solve Defect Logged' is mapped to: 'Enhancement Logged', 'Training Required', and 'No Fault Found'. Conversely, 'Knowledge Article' and 'Workaround identified' are mapped to 'Solution Provided', while 'Resolved by Customer' is mapped to 'Customer Abandoned'.
'No Fault Found' is one of the ready-to-use resolutions mapped to 'Unable to Solve Defect Logged'.
Question 5
A developer writes a custom Groovy trigger script in Application Composer intended to send an email notification when a Service Request's Severity is elevated. The developer places the condition 'if (isAttributeChanged('SeverityCd'))' inside an 'After Changes Posted to Database' trigger, but the script fails to detect attribute modifications at runtime. Why does this trigger fail?
Answer and explanation
Correct answer: B
In Application Composer Groovy scripting, isAttributeChanged() checks whether an attribute's in-memory value differs from its original database value. This function operates exclusively within Before triggers (Before Insert or Before Update). Once execution reaches 'After Changes Posted to Database', the entity's current state matches the posted database state, causing isAttributeChanged() to return false or produce an error. Oracle recommends tracking changed values in a Before trigger or using an Object Workflow rule condition instead.
Question 6
An implementer configures an Object Workflow on the Service Request object that triggers an outbound email notification to the customer when the SR status changes to 'Resolved'. Customers frequently reply to this notification asking clarifying questions, but each customer reply generates a brand new Service Request instead of updating the existing SR. Which configuration error in the outbound email notification template causes this behavior?
Answer and explanation
Correct answer: A
Oracle Fusion Service's inbound email processor relies on tracking tokens—specifically {##SrNumber##} or {##MessageId##}—embedded in the subject line or message body of outbound emails. When a customer replies, the inbound processor scans for these tokens to associate the incoming message with the existing SR. If the outbound Object Workflow email template omits these tags, the processor cannot correlate the email to the existing record and defaults to creating a new Service Request.
