est: SPARC Enterprise High-End Server Support - Help Desk Support Consultant Assessment1. How many cores does each SPARC64 VI CPU have? Mark for Review (1) PointsFourTwoOneSixCorrect Correct2. What type of PCI cards do the M8000 and M9000 servers support? Mark for Review (1) PointsPCI-EPCI-XBoth PCI-E and PCI-XNone of the aboveIncorrect Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overview and Architecture training for more information.3. How many server products make up the Sun SPARC Enterprise MX000 server line? Mark for Review (1) PointsFourFiveEightTwoCorrect Correct4. How many Physical System Board sets (PSBs) can reside in a M9000-64 server? Mark for Review (1) PointsSixteenEightFourTwenty-fourIncorrect Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overview and Architecture training for more information.5. How many rack units (RUs) does the M4000 server utilize? Mark for Review (1) Points10 RU8 RU12 RU6 RUCorrect Correct6. What are the possible configurations for an extended system board (XSB)? Mark for Review (1) Pointsdual-mode and quad-modeuni-mode, dual-mode, and quad-modeuni-mode and quad-modeuni-mode and dual-modeCorrect Correct7. What type of PCI cards do the M4000 and M5000 servers support? Mark for Review (1) PointsPCI-EPCI-XBoth PCI-E and PCI-XNone of the aboveCorrect Correct8. What are the maximum number of high-density disk drives that can reside in a high-end server's IOU? Mark for Review (1) PointsSixTwoFourEightCorrect Correct9. What is a physical system board composed of? Mark for Review (1) PointsMemory and I/OCPU, Memory, and I/OCPU and memoryCPU and I/OCorrect Correct10. How many domains can you configure in a fully loaded M8000 server? Mark for Review (1) PointsTwenty-fourFourEightSixteenCorrect Correct11. Which of the following is a true statement? Mark for Review (1) PointsNone of the above.CPUs and memory reside on the same board in the mid-range servers.CPUs and memory reside on different boards in the high-end servers.CPUs and memory reside on different boards in the mid-range servers.Incorrect Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overview and Architecture training for more information.12. Which of the following servers uses the crossbar unit, XBU? Mark for Review (1) Pointsentry-level MX000 servershigh-end MX000 serversmid-range MX000 serversthe entire range of MX000 serversCorrect Correct13. How many service processors do the entry-level and mid-range MX000 servers have? Mark for Review (1) Points1320Correct Correct14. What type of interconnect is used in the MX000 server line? Mark for Review (1) PointsUPAInfinibandJupiterSun FireCorrect Correct15. Which of the following statements is correct in defining the purpose of the Service Processor in the MX000 servers? Mark for Review (1) PointsIt is an ASIC that provides an interface between the MACs, the CPUs, and the I/O controllers.It allows you to configure domains.It provides console to the domains.It monitors power to the system.16. What is the minimum processor speed that the Jupiter bus supports? Mark for Review (1) Points2 GHz1.5 GHz2.5 GHz1.75 GHzIncorrect Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overview and Architecture training for more information.17. What type of processors does the M3000 server support? Mark for Review (1) PointsSPARC64 VIISPARC64 VIboth SPARC64 VI and SPARC64 VIIUltraSPARC IVCorrect Correct18. What type of CPUs do the Sun SPARC Enterprise MX000 servers support? Mark for Review (1) PointsUltraSPARC T1UltraSPARC III/IVUltraSPARC I/IISPARC64 VI/VIICorrect Correct19. Which of the following is not a function of the service processor (XSCFU)? Mark for Review (1) PointsConfigures and monitors the platformManages Capacity on DemandActs as an OS installation server for the domainsProvides system consoleCorrect Correct20. How many Physical System Board sets (PSBs) can reside in a M8000 server? Mark for Review (1) PointsFourTwelveSixteenEightCorrect Correct21. What are the maximum number of memory boards (MEMBs) that a M5000 server supports? Mark for Review (1) PointsEightFourTwoSixCorrect CorrectCreating Customer Value(Answer all questions in this section)22. This region contains the capability to drill down and see the details for any of the systems in your collected configurations. You can compare point in time history of your systems as well, allowing you to identify any changes that have occurred over time. Mark for Review (1) PointsNews regionSystems regionService Request regionDraft Service Request regionGetting started regionCorrect Corrrect23. The Inventory and Usage region is available even for those who are not using the Configuration Manager. Mark for Review (1) PointsTrueFalseCorrect Corrrect24. This region contains a breakdown of the different environments including how the software is distributed among different hosts, database versions, application server versions, and applications. Mark for Review (1) PointsGetting started regionDraft Service Request regionInventory and Usage regionService Request regionNews RegionIncorrect Incorrect, refer to the Creating Customer Value training for more information25. This resource brings you news, technical content, and technical updates from the various Oracle Support teams. They are created for the purpose of enhancing your service experience with Oracle Support by proactively providing you with valuable information. Mark for Review (1) PointsSustaining SupportLifetime Support PolicyTransfer of Information (TOI)Customer Services CatalogNewslettersCorrect Corrrect26. Our main focus in Support is to assist in minimizing any disruptions to your system. We do this through Mark for Review (1) Points(Choose all correct answers)Problem Avoidance through the Configuration manager health checksSelf Service Resolution - resolving problems without the need to contact Oracle SupportReduction in resolution time - minimizing the time spent to resolve an issueAnswers 1 & 2 onlyNone of the aboveCorrect Correct27. This region where we push important information from Oracle to our customers about what is happening within support, about critical patches that have become available, about significant changes that may be occurring within support. Mark for Review (1) PointsDraft Service Request regionService Request regionGetting started regionBreaking News regionNews regionCorrect Corrrect28. From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how to mitigate that risk. Mark for Review (1) PointsService Request regionGetting started regionNews RegionDraft Service Request regionSystem Health RegionCorrect Corrrect29. To customize the Regions on the Main Dashboard you can drag-and-drop those you want included and rearrange them according to how you want them to show up. Mark for Review (1) PointsTrueFalseCorrect Correct30. When using the Configuration Manager this region provides the opportunity to share with Oracle Support the details of what is going on within your configurations. your support engineer not only has access to your environment details when working an issue. Engineers have visibility (through projects). Mark for Review (1) PointsNews regionGetting started regionDraft Service Request regionKnowledge regionProjects regionCorrect CorrrectIncorrect Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overview and Architecture training for more information31. This a a resource available in oracle.com that provides full list of services, which presents to customers the complete portfolio of Oracle Customer Services making it easier to find the right services based on their solution lifecycle needs. Mark for Review (1) PointsSustaining SupportTransfer of Information (TOI)Lifetime Support PolicyNewslettersCustomer Services CatalogCorrect Corrrect32. To customize the Regions on the Main Dashboard you can drag-and-drop those you want included and rearrange them according to how you want them to show up. Within the Content of a Region you can do the following: (Choose all that applies) Mark for Review (1) Points(Choose all correct answers)Resize, re-order, sort, add or remove the regionGroup the content within the regionExport directly to a CSV file or Print a view.Minimize or maximize the regionEach region is context-sensitive with right-click menus.Incorrect Incorrect, refer to the Creating Customer Value training for more informationOracle's Lifetime Support Policy(Answer all questions in this section)33. Extended Support has a what % uplift over the current Premier support fee for the first year of the Extended Support period. Mark for Review (1) Points15%2%10%5%20%Correct Corrrect34. Premier Support Extends for how many years after a product's release? Mark for Review (1) Points10 years5 yearsNo limit1 Year8 YearsCorrect Corrrect35. Certifications of New Oracle Products are covered under which level(s) of support? Mark for Review (1) PointsPremier SupportExtended SupportSustaining SupportPremier & Extended SupportNone of the AboveCorrect Corrrect36. There are no call restrictions with other members at the TSANet Classic level Mark for Review (1) PointsTrueFalseCorrect Correct37. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review (1) PointsThe MVSP is offered as a value-added benefit at no additional costs to Oracle Partners as part of their OPN membership.Useful MVSP enrollment information can be found on the OPN portal under Support > Learn About Support Offerings and Benefits.Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN.A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer.A Partner should enroll in the MVSP proactively if they provide support services to mutual customers.Correct Correct38. Under MVSP model, customer call a vendor for a problem. While the support analyst decides involvement from another vendor, he will log SR to another vendor, then customer follow the SR to another vendor. Mark for Review (1) PointsTrueFalseCorrect Correct39. Which of the following is the support challenges at the multiple vendor computing environment? Mark for Review (1) PointsComplexity of MVS environmentsRising Multi-Vendor Support ActivityExpanding call Resolution TimesProhibitive Training Demands for technical analystsnone of the aboveAll of the aboveIncorrect Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.40. Which of the following statements reflect the value proposition to our Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points(Choose all correct answers)Increases the risk and costs associated with owning multi-vendor solutions.Improves response by having all parties involved in the collaboration.Strives to prevent the frustration of finger-pointing between vendors and improves overall satisfaction.Provides enhanced support value for multi-vendor implementations.Increases the time to implementation for multi-vendor solutions.Correct Correct41. Before raising an SR which of the following would you not need to do? Mark for Review (1) PointsSet up an Oracle Collaborative Support sessionCheck My Oracle Support for any resolutions to similar issuesEnsure you understand the business impactRun diagnostic toolsCorrect Correct42. True or False? The most effective way to escalate an SR is to contact your Oracle Partner Manager Mark for Review (1) PointsTrueFalseCorrect Correct43. Which of the following is not the responsibility of a Support Engineer? Mark for Review (1) PointsRespond to new incoming SRsContribute to the knowledge base contentProvide resolutions or workaroundsEducate customers on how to use the productsCorrect Correct44. When can you log a SR via My Oracle Support? Mark for Review (1) PointsEvery Day, 9am to 5.30 pmIt depends on the level of your Support serviceMonday to Friday, 9am to 5.30 pm24x7Correct Correct45. What is Oracle's on-line Support Service? Mark for Review (1) PointsMy Oracle SupportService RequestOPNPremierCorrect Correct46. Which of the following is not a benefit of the Oracle Diagnostic Tools? Mark for Review (1) PointsReduces SR ping-pongCaptures customer configuration informationCustomer can log an SR and leave all action with Oracle until resolvedApplication customers can run proactive testsCorrect Correct47. What is the most effective way to escalate a SR? Mark for Review (1) PointsUpdate SR in My Oracle Support and then call into SupportCall into SupportUpdate My Oracle SupportVia your Oracle Account ManagerCorrect Correct48. True or False? The first level of escalation will bring Support Management attention to your SR Mark for Review (1) PointsTrueFalseCorrect Correct49. How do you report a bug to Oracle Development Mark for Review (1) PointsContact Development directContact Oracle Support and they will give you a number for DevelopmentContact Oracle Support and they will raise a bug with Development if appropriateContact Development via Oracle Partner ManagerCorrect CorrectMy Oracle Support Community(Answer all questions in this section)50. True or False. Another community benefit is the Rewards and Recognition Program. In this program, we find opportunities to recognize users for their participation and success within the community. Mark for Review (1) PointsTrueFalseCorrect Correct51. This tab in My Oracle Support community shows recently created communities content. Mark for Review (1) PointsProfile tabTags tabPrivate Messages tabPeople finder tabDiscussions and Documents tabCorrect Correct52. Collaborative Support is the ability to rapidly resolve service incidents in customer environments through a collaborative resolution model (commonly known as a Community). Mark for Review (1) PointsTrueFalseCorrect Correct53. The My Oracle Support Community is set-up using Categories, Communities, Discussions, and Threads. Mark for Review (1) PointsTrueFalseCorrect Correct54. What are the benefits participating in the My Oracle Support Community? Mark for Review (1) Points(Choose all correct answers)You can communicate using the discussion forums .You can stay ahead of the information curve by hearing what's going on in the industry, attend events, as well as advisor webcasts.You can consume the available information, increasing your expertise through document search and discussion reviews .You can collaborate and share information within your network.You can connect with industry experts, your peers, and Oracle giving you the ability to expand your network.Correct Correct55. This is the region where the message from an Oracle Executive is often highlighted. Mark for Review (1) PointsThe Tags regionThe Recent content regionThe Spotlight regionThe Getting started regionThe News and Announements regionCorrect Correct56. Which of the following are the benefits of using Oracle Collaborative Support ? Mark for Review (1) Points(Choose all correct answers)Faster resolution of issuesProvide training on how to use a ProductImprove Customer SatisfactionProvide customer with license discountsAll of the aboveIncorrect Incorrect. Refer to the Collaborative Support Program Overview training for more information.57. If you encounter issues in installing Oracle Web Conference Console , you should Mark for Review (1) PointsTry using a different browserTroubleshoot using New User TestContact Oracle Support HotlineContact your Network administratorNone of the aboveCorrect Correct58. Oracle Web Conferencing allows you to do the following Mark for Review (1) PointsSave a screen snapshotShare an applicationShare DocumentDraw on the whiteboardAll of the aboveIncorrect Incorrect. Refer to the Collaborative Support Program Overview training for more information.How to Escalate a Service Request within Oracle Support(Answer all questions in this section)59. When a Service Request meets the de-escalation criteria or is no longer critical , the Escalation Owner can de-escalate it , with your agreement. Mark for Review (1) PointsFalseTrueCorrect Correct60. You should consider escalating an SR when Mark for Review (1) Points(Choose all correct answers)you encounter a critical roadblockyou are dissatisfied with the resolution or response to a Service Requestthe SR was raised with the wrong severityProject deadline is within 10 daysAll of the aboveIncorrect Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information.61. When reviewing communication standards in your company it's important to review and address the following subject. List all that applies. Mark for Review (1) Points(Choose all correct answers)Observe proper etiquette in address customers.Develop protocol for conducting and managing conference callsSpeak in a tone that offers support and confidence.Understand how to properly address conflict and issues to defuse emotionUse different vocabularies for addressing managers vs high tech database administratorCorrect Correct62. Select ALL important points to consider to ensuring a productive relationship with your customers. Mark for Review (1) Points(Choose all correct answers)Define and structure service provided what is provided and how, time lines, milestonesUnder promise and over deliverPlan and execute well by focusing on both proactive and reactive techniques to minimize stressTeach the customer how to better interact with your processesTeach and develop time-management skills for your employees prioritization of tasks, urgency vs impactCorrect Correct63. Mastering and achieving great customer service and communication skills with your customers will build Customer Loyalty Mark for Review (1) PointsTrueFalseCorrect Correct64. Superior Ownership Experience is all about relationships, trust, commitment, communication, doing the right thing Mark for Review (1) PointsTrueFalseCorrect Correct65. A great deal of customer escalations can be prevented by awareness of customer on knowing what to expect. . Mark for Review (1) PointsTrueFalseCorrect Correct66. To help build an effective customer service model for your business it's important to identify and build an effective communication and knowledge model based on the similarities and common characteristics of your customers. Mark for Review (1) PointsTrueFalseCorrect Correct67. High Customer Satisfaction means: Mark for Review (1) Points(Choose all correct answers)Reducing the number of service requestsReducing the time to resolve issuesLowering the number of escalation1 & 2 onlyNone of the aboveCorrect Correct