oracle support assessment

Test: E-Business Suite Support Assessment (v3.0)Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct answer.

This 18-question assessment test is the final component of the E-Business Suite Support Specialist guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Oracle E-Business Suite Support Specialist courses. Passing a >80% of this assessment makes you eligible to become an E-Business Suite Support Specialist. (v3.0)

Oracle Configuration Manager(Answer all questions in this section)

1. Which tab in My Oracle Support should you use to access materials regarding the Configuration Manager? Mark for

Review (1) Points

KnowledgeConfigurationService RequestsPatches and UpdatesCollector (*)

Correct

2. Where should support agent be installed? Mark for Review

(1) Points

On the applications server.On every machine on which the customer wants automically refreshed configurations. (*)On the database server.On every PC.On the web server.

Corrrect

3. How are RDA generated configurations created? Mark for Review

(1) Points

They are automatically created when you log an SR with an RDA output attached. (*)They are created when you install OCM.Your My Oracle Support administrator creates them when they install

OCMThey are automatically generated when you run RDA.Oracle Support Engineers create them when they connect using OWC.

Incorrect. Refer to the Software Config Manager training for more information.

4. What kind of performance impact can be expected on the system while the OCM collector is running? Mark for

Review (1) Points

Tolerable degradation if executed off-peak hoursSevere degradation because of the heavy tracing involvedImproved performanceIncreased degradation with increased number of collectionNegligible impact (*)

Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Support training for more information.

5. While reviewing details of a configuration, I am able to create a service request without having to go to the Service Request tab in My Oracle Support Mark for

Review (1) Points

True (*)False

Correct

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6. What time of day does OCM collect auto-config data? Mark for Review

(1) Points

At 3am.The same time of day as you installed OCM. (*)At midnight.You can specify the time when setting up the batch process.Whenever you want because you have to run OCM manually.


7. What do product alerts provide you with? Mark for Review

(1) Points

(Choose all correct answers)

Critical alerts associated with a configuration. (*)Links to documentation. (*)Links to the bug description. (*)


8. What is included in a configuration? Mark for Review

(1) Points


User login dataHardware details (*)Software versions (*)Business dataOperating system information (*)

Corrrect

9. Name two pro-active features of the Configuration Manager Mark for Review

(1) Points


Hang AnalysisSQL TuningSystem Healthchecks (*)Configuration ComparisonPatch Advice (*)

Correct

Remote Diagnostics Agents and Database Diagnostic Scripts(Answer all questions in this section)

10. What are the three steps required to get the RDA report for Oracle Support Mark for Review

(1) Points

Download RDA from My Oracle Support, execute and attach the report to a Service Request (*)Uncompress the RDA bundle in Oracle Home, execute and mail the report to the support engineerOpen a web conferencing session with the support engineer. Engineer will execute and download the report from the customer's serverAny one of the above method can be usedDownload the agent from My Oracle Support, configure and upload done automatically

Correct

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11. New releases of the Remote Diagnostic Agent is made available on a continuous basis. Which section of the My Oracle Support portal will provide the alert for this availability?

Mark for Review

(1) Points

CertificationNews and Notes (*)Collector DownloadHealthcheck regionKnowledge Articles

Correct

12. Only Unix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RAC environment Mark for

Review (1) Points

True (*)False

Correct

R12 Payables(Answer all questions in this section)

13. When upgrading to supplier integrated with TCA existing supplier, sites and contacts will be migrated to TCA. Mark for

Review (1) Points

True (*)False

Correct

14. By representing Suppliers as part of the trading community, you have access to many features provided by TCA such as: (Select all that applies) Mark for

Review (1) Points


Data Librarian function & processes (*)Integrated enrichment capabilities (*)Address validation (*)Data consistency (*)None of the above

Correct

15. One business benefit of supplier integration with TCA is the trading community model a highly flexible architecture that allows you to: Mark for

Review (1) Points


Added tax registrations and settingsPayment enhancementsaccurately represent the complex relationships among entities (*)fully model the real world entities (*)Services Tolerance template assignment

Correct




R12 Support Resources(Answer all questions in this section)

16. TRUE or FALSE. Recommended Patches make it easier for customers to obtain and deploy fixes for known critical issues encountered in targeted environments and configurations.

Mark for Review

(1) Points

True (*)False

Correct

17. This is a simple, predictable, and the most comprehensive policy available, It helps drive your business success and it covers your entire technology stack, from database to middleware to applications.

Mark for Review

(1) Points

Life Time Support Policy (*)

My Oracle Support CommunityRemote diagnostic AgentNone of the aboveAll of the above

Correct

18. Once installed this tool offers project management capabilities, time based reporting, identification of all the necessary steps, pre-requisites and patches in order to perform an upgrade.

Mark for Review

(1) Points

Maintenance Wizard (*)Configuration ManagerSupport DiagnosticsORA-600/7445 Lookup ToolRemote diagnostic Agent

Correct

Previous Page 4 of 4 Summary




1. What are some typical configuration information are collected by OCM? Mark for Review

(1) Points

System Global AreaHigh Availability (RMAN Configuration)CPU Usage StatisticsSession informationAll of the above (*)

Correct

2. How often does OCM collect the auto-config data? Mark for Review

(1) Points

Every time you log an SR against that configuration.Once a weekAs often as you want - you can set it up as a batch process.You run the OCM manually.Every 24 hours (*)


3. Customers need to pay a certain percentage of extra support fee on top of the premier support to enjoy the features of the Configuration Manager Mark for

Review (1) Points

TrueFalse (*)

Correct

4. What are the different types of configurations? Mark for Review

(1) Points


Manually enteredAutomatically generated by RDA (*)Auto collected (*)Configs associated with projectsAll of these

Corrrect

5. I am able to view the system health of each system individually and not the entire enterprise at once Mark for

Review (1) Points

True

False (*)

Correct





6. What is a healthcheck? Mark for Review

(1) Points

One of the Support offerings available to ACS customers.Dynamically generated reports based on the systems information gathered by support agent. (*)Dynamically generated reports based on the output of Support Diagnostics.Manually run reports based on the systems information gathered by support agent.Another name for RDA output.


7. Thousands of enterprise wide configuration can be filtered by using a My Oracle Support feature called Mark for

Review (1) Points

Configuration SelectorNo such featurePowerview (*)System FilterTarget Info Viewer


8. Where should support agent be installed? Mark for Review

(1) Points

On the database server.On the web server.On the applications server.On every machine on which the customer wants automically refreshed configurations. (*)On every PC.

Corrrect

9. Complete inventory reporting is available ONLY if we are using the Configuration Manager Mark for

Review (1) Points

True (*)False




Mark for Review

(1) Points

Collector DownloadNews and Notes (*)Healthcheck regionKnowledge ArticlesCertification

Correct


Test: E-Business Suite Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct answer.



11. Remote Diagnostic Agent output is encrypted and special privileges are required to view it. Mark for

Review (1) Points

TrueFalse (*)

Correct

12. What is the minimum RDA version required to have RAC multi-node support Mark for Review

(1) Points

3.15.34.73.64.2 (*)

Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information.


13. List the benefits of the invoice lines in R12 Payables. Mark for Review

(1) Points


Easy and flexible data entry (*)Ability to capture & view information about the invoice (*)

Resembles the real life model (*)Easier approach to handle special invoice (*)Better accounting mechanism (*)

Incorrect. Refer to the R12 Payables training for more information.

14. Select all the process changes which are applicable in R12 Payables Invoice lines. Mark for

Review (1) Points


Invoice workbench now contains header & multi-record representation for lines (*)New forms to perform price/quantity corrections (*)Invoice line can be matched against a PO shipment or a receipt (*)Charges can be entered at the line level and then prorated across all items lines (*)Freight can be entered at the header and then prorated across all item lines (*)


15. R12 payables improve end user productivity by allowing users to do quick match by entering just the PO number on the invoice header. System automatically creates the invoice lines.

Mark for Review

(1) Points

True (*)False

Correct




R12 Support Resources(Answer all questions in this section)

16. TRUE or FALSE. Planning Your Oracle E-Business Suite Upgrade from Release 11i to Release 12.1 offers best practice advice to customers currently on Release 11i who are planning a Release 12.1 upgrade. IT professionals involved with planning, managing, or running a Release 12.1 upgrade project are the primary audience.

Mark for Review

(1) Points

True (*)False

Correct

17. My Oracle Support Community is: (select all that applies) Mark for Review

(1) Points


a multi-channel interactive community for sharing information, posting support questions and answers, and providing suggestions about Oracle products, services, and related technologies. (*)It is Oracle’s multi-channel platform for online collaborative support (*)It’s also a micro-community within Oracle’s existing community which includes Oracle’s Technology Network(OTN), etc. (*)My Oracle Support Community is available to all support customers and partners who have legal access to My Oracle Support (*)None of the above

Incorrect. Refer to the R12 Support Resources training for more information.

18. Which tool or document describes the value associated with the new features and enhancements planned for Oracle E-Business Suite Release 12.1 (inclusive of features and enhancement from Release 12)

Mark for Review

(1) Points

Maintenance WizardBest Practice White PaperR12 information centerEBS Dianostic Support PackRelease Value Propositions (*)

Incorrect. Refer to the R12 Support Resources training for more information.

Previous Page 4 of 4 Summary




1. How far back can I retrieve the historical configuration data? Mark for Review

(1) Points

Since the first collection (*)Only the last 10 collectionsLast 30 daysLast 90 daysLast 7 days

Correct

2. What is a healthcheck? Mark for Review

(1) Points

Dynamically generated reports based on the output of Support Diagnostics.One of the Support offerings available to ACS customers.Dynamically generated reports based on the systems information gathered by support agent. (*)Manually run reports based on the systems information gathered by support agent.Another name for RDA output.


3. Customers need to pay a certain percentage of extra support fee on top of the premier support to enjoy the features of the Configuration Manager Mark for

Review (1) Points

TrueFalse (*)

Correct

4. Complete inventory reporting is available ONLY if we are using the Configuration Manager Mark for

Review (1) Points

True (*)False

Correct

5. What benefits are not available if you use RDA generated configurations? Mark for Review

(1) Points


Project creation & trackingProduct alertsHealthchecks (*)Detailed configuration view (*)Service request submissions






6. You can download the OCM collector immediately upon logon to My Oracle Support without going through the collector tab. Mark for

Review (1) Points

True (*)False

Correct

7. What is included in a configuration? Mark for Review

(1) Points


Operating system information (*)Software versions (*)User login dataBusiness dataHardware details (*)

Corrrect

8. What are the different types of configurations? Mark for Review

(1) Points


Manually enteredAutomatically generated by RDA (*)Auto collected (*)Configs associated with projectsAll of these

Corrrect

9. What do product alerts provide you with? Mark for Review

(1) Points


Critical alerts associated with a configuration. (*)Links to documentation. (*)

Links to the bug description. (*)



10. What is the minimum RDA version required to have RAC multi-node support Mark for Review

(1) Points

3.65.34.2 (*)4.73.1

Correct






Mark for Review

(1) Points

Collector DownloadHealthcheck regionKnowledge ArticlesCertificationNews and Notes (*)

Correct

12. Remote Diagnostic Agent (RDA) is Mark for Review

(1) Points

Real Application Cluster monitoring agentA set of command line diagnostic scripts (*)Diagnostic script executed by Oracle product developmentA part of Oracle Enterprise Manager's diagnosticNone of the above




Review (1) Points

True (*)False

Correct


Review (1) Points


Payment enhancementsServices Tolerance template assignmentaccurately represent the complex relationships among entities (*)Added tax registrations and settingsfully model the real world entities (*)

Correct


(1) Points


Easier approach to handle special invoice (*)Better accounting mechanism (*)Ability to capture & view information about the invoice (*)Resembles the real life model (*)Easy and flexible data entry (*)







Mark for Review

(1) Points

Collector DownloadHealthcheck regionKnowledge ArticlesCertificationNews and Notes (*)

Correct

12. Remote Diagnostic Agent (RDA) is Mark for Review

(1) Points

Real Application Cluster monitoring agentA set of command line diagnostic scripts (*)Diagnostic script executed by Oracle product developmentA part of Oracle Enterprise Manager's diagnosticNone of the above




Review (1) Points

True (*)False

Correct


Review (1) Points


Payment enhancementsServices Tolerance template assignmentaccurately represent the complex relationships among entities (*)Added tax registrations and settingsfully model the real world entities (*)

Correct


(1) Points


Easier approach to handle special invoice (*)Better accounting mechanism (*)Ability to capture & view information about the invoice (*)Resembles the real life model (*)Easy and flexible data entry (*)



Test: General Product Support Assessment (v4.0)Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct answer.

This 65-question assessment test is the final component of the General Product Support Specialist guided learning path. This assessment will allow you to test your knowledge level of the information learned from the General Support Specialist courses. Passing a >80% of this assessment makes you eligible to become an General Product Support Specialist. (v4.0).

Customer User Administrator and Support Identifiers(Answer all questions in this section)

1. Oracle Support manages roles and responsibilities for all users associated to a Support Identifier in My Oracle Support. Mark for

Review (1) Points

TrueFalse (*)

Correct

2. It is an Oracle recommended best practice to have multiple CUAs for each Support Identifier (although you are allowed to select only one per SI). Mark for

Review (1) Points

True (*)False

Incorrect

3. Support Identifier groups allow you to group assets and products from the same Support Identifiers into virtual groups (or containers). Mark for

Review (1) Points

TrueFalse (*)

Correct

4. The Customer User Administrator (CUA) manages access levels for other CUAs (who share the same Support Identifier). Mark for

Review (1) Points

True (*)False

Correct

5. Who approves End Users and sets their access levels for My Oracle Support? Mark for Review

(1) Points

Oracle SupportYour OrganizationYour Customer User Administrator (*)None of the aboveYou do not need approval for access

Correct




Customer User Administrator and Support Identifiers(Answer all questions in this section)

6. As a customer or partner, how would you locate a Support Identifier? Mark for Review

(1) Points

Log a Service RequestLog a non-technical Service Request (*)Post a question in the Using My Oracle Support CommunityAsk a colleague on your team who might be using the SI you want

Correct

My Oracle Support Introduction(Answer all questions in this section)

7. You have a Hardware SI and your dashboard is NOT showing the Assets widget. What is the first step you should take to resolve this issue? Mark for

Review (1) Points

Click the Contact Us link in My Oracle Support and ask for helpContact an Oracle colleague and ask for adviceGo to your My Account page and confirm if you have access to View Assets for the designated SI. If your Assets column says 'No Access', you will not be able to add the Assets widget (*)Select 'Customize Page' on the My Oracle Support home page and make sure the Asset widget is displayed on your dashboardNone of the above

Correct

8. You would like to locate content about what changed in the LATEST My Oracle Support release. Which of the following statements best describes the steps you would follow?

Mark for Review

(1) Points

Access the My Oracle Support Resource Center and view the Release Notes (*)Search for 'Release Notes' in the Global Search and go through the different results.Post a question in the Using My Oracle Support Community asking what changes have been made in the last releaseCall Oracle and log a Service Request to ask what changes have been made.

Correct

9. My Oracle Support has pre-set dashboard configuration options based on role. For example, I can go to the Customize link and select "Hardware User" to automatically add the widgets to my dashboard associated with this user type

Mark for Review

(1) Points

True

False (*)

Correct

10. My CUA is my first point of contact for any access issues I experience with My Oracle Support Mark for

Review (1) Points

True (*)False

Correct

Previous Page 2 of 13Next Summary



My Oracle Support Introduction(Answer all questions in this section)

11. As a user of My Oracle Support, you want to get the most value from the customizable dashboard layout. Which of the following are best practices to customize your layout and make it work for you? Select all that apply.

Mark for Review

(1) Points


Reduce wasted time and frustration by organizing your dashboard to match your job role and product (*)Add as many widgets as you can to the dashboard to maximize what you see when you loginConsider modifying your dashboard any time your role changes or you have a new product interest (*)Do not customize what you see in the dashboard. When you first login to My Oracle Support, you have access to all the recommended widgets by defaultAsk your CUA to suggest a layout

This is a key benefit of the My Oracle Support interface. Take the time to organize the content exactly the way you want to see it and use it. Make it work for you.

12. As a customer, you want to stay informed about ALL UPDATES to content related to My Oracle Support. Which of the following options is the best Mark for

approach? Review (1) Points

Follow @myoraclesupport on TwitterLog a non-technical support Service Request and have the Oracle Support team tell you what is newView the User Resource Center on your dashboard to see the latest content (mark it as a favorite) (*)Subscribe to Hot Topics E-Mail: From Selected Products, click Add and search for My Oracle Support, select "Knowledge Articles" and Apply your changes.None of the above

You can follow us on Twitter or log a non-technical Service Request. However, our recommended best practice is to view My Oracle Support Resource Center, available on the dashboard or by searching 'My Oracle Support Resource Center'

13. The number of tabs you see in My Oracle Support depends on the Support Identifiers associated with your account. Mark for

Review (1) Points

True (*)False

Correct

Knowledge Search and Browse(Answer all questions in this section)

14. A common problem that Users experience in My Oracle Support when searching: User enters a key word in the Global Search box and views the results. User cannot find the desired information due to the large volume of content returned with this approach.

Mark for Review

(1) Points

True (*)False

Correct

15. What is a Search Assistant? Mark for Review

(1) Points

An option you can select under Knowledge Preferences

Voice-activated help feature that you can turn on in My Oracle SupportSome products have created Search Assistants which allow you to identify where a product issue is occurring and then recommend documents based on your selection (*)A new section in the Service Request process

Incorrect




Knowledge Search and Browse(Answer all questions in this section)

16. You are looking to install the Oracle E-Business Suite (EBS) product range. How would you find one document that outlines everything you need to know?

Mark for Review

(1) Points

Log a Service Request and ask for Oracle Support to send you the informationSearch in the Global Search box with the term 'EBS'Read the documentation on http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.htmPost a question in the EBS Community asking where you can find a document with everything you need to know about EBSOn the knowledge Base widget in My Oracle Support, enter Oracle E-Business Suite on the Search & Browse tab to access the information center (and view all the available content in one location) (*)

The answer is based on the constraint of 'ONE document'; logging an SR or posting a question is not searching for one document (that are other activities you can do to find content).

17. PowerView is a type of search that you can use in place of Global Search Mark for Review

(1) Points

TrueFalse (*)

The PowerView feature allows you to filter search results by product family or other options

18. What is the best way to find content in My Oracle Support based on product? Mark for

Review (1) Points

Post a thread in My Oracle Support CommunityUse the 'Search & Browse' feature on the Knowledge tab and product-based information centers (*)Global Search barCheck the Certifications tab

Incorrect

19. Any time you type a search into the Global Search bar (on any tab), the results are provided on the Knowledge tab Mark for

Review (1) Points

True (*)False

Correct

Product Certifications(Answer all questions in this section)

20. A product is certified for a specific release of an operating system (OS) on a particular hardware platform. For example, Oracle Database (11.2.0.3.0) on Oracle Solaris 11 (SPARC)

Mark for Review

(1) Points

True (*)False

Correct




Product Certifications(Answer all questions in this section)

21. What does the Certifications tab in My Oracle Support provide to the user? Mark for Review

(1) Points

A quick way to log Service Requests related to Certification questions.This tab is only available to you in My Oracle Support if you purchase a special support contract. The average user does not have access.Access to product certification information (*)None of the above

Incorrect

22. Is there any reason to check the Certifications tab on a regular basis if my company has NOT upgraded any of our products? Select the most correct answer(s).

Mark for Review

(1) Points


Yes, to check the support dates to understand when products stop being supported (*)No, you would only check during an active upgrade planning cycleNo, there is no new information on the Certifications tab unless you received a Hot Topics E-MailYes, because you can pick the releases you are currently running and the Certifications tab will list out the patch levels (if required) (*)

Incorrect

23. I am not sure of the exact product name to use in the Certifications tab. What is the best approach? Mark for

Review (1) Points

Locate the product name glossary on the Knowledge tabYou should be able to find your product by typing a portion of the name. The Certifications search is equipped with aliases that will suggest product options to you (*)Create a new thread and ask the Certifications communityCheck your SI to find out exactly how to input the product nameNone of the above

If the product is not listed, it indicates the product is not available. Select the Feedback button to alert the Certifications team to investigate and possibly add the product.

24. What is the definition of a certification? Mark for Review

(1) Points

A combination of Oracle and third-party products that Oracle has tested and should work together.A combination of Oracle and third-party products, operating systems, or hardware that Oracle has tested and should work together. (*)A testing matrix that Oracle provides via the Certifications tab that allows you to compare combinations of Oracle and third-party productsA combination of Oracle and third-party products, operating systems, or hardware that Oracle believes should work together

Incorrect

Patches and Updates(Answer all questions in this section)

25. What products can use patch plans? Identify an answer within My Oracle Support with the best description. Mark for

Review (1) Points

You set this preference in My Account to identify patch plans you want to useDatabase, Fusion Middleware, and Enterprise Manager (*)All Oracle ProductsOnly products which have collector installed and configuration is being sent to OracleDatabase, Fusion Applications, Fusion Middleware and Cloud

Incorrect




Patches and Updates(Answer all questions in this section)

26. Regardless of your specific Oracle products, the general process to download patches in My Oracle Support is the same Mark for

Review (1) Points

True (*)False

Correct

27. You have a question about the patch you are downloading. Which is the best option from the following choices? Mark for

Review (1) Points

Locate the patch via search on the Patches & Updates page > select the patch number to view the patch details > select Start a discussion or reply to discussion based on what is available (*)Log into My Oracle Support Community, locate your product and post your questionSubmit a Service Request with your question as the summaryCall Oracle Support and ask a Support Engineer

Correct

28. A great resource for additional help in My Oracle Support is the 'context-sensitive' help located in the upper-right. You can view detailed answers to common questions about topics such as Patching.

Mark for Review

(1) Points

True (*)False

Incorrect

29. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the most correct method to do this? Mark for

Review (1) Points

Log a Service Request with Oracle Support and ask for the Support Engineer to send me the required patches.Select Patches and Updates Tab > Quick Links JD Edwards > search for JD Edwards EnterpriseOne > Release is 9.1, agree to license and select search (*)Select Patches and Updates Tab > Patch Plan > select my configuration > select the release 9.1 > Select Analysis > download the patches after I read any message displayed.Select Patches and Updates Tab > Advanced Search > Search for JD Edwards EnterpriseOne > Release is 9.1 and select search

Incorrect

30. You have some questions about a recommended patch set for your products. What is the best practice for you to ask specific questions and get feedback?

Mark for Review

(1) Points

Create a new thread in the appropriate patching community and discuss with the members of your community. (*)Use the Patch Search region on Patches & Updates tab, Product or Family (Advanced) search. Select release and type (Patchset) and search. Sort patches based on date to see the latest displayed firstUse Google to find out what recommended patches are availableAdd the 'Recommended Patch Sets' widget to your dashboardLog a Service Request

Correct




My Oracle Support Community(Answer all questions in this section)

31. You recently created a new discussion in My Oracle Support Community. When you go back to view it, you do not see it in the community where you thought you had posted it. What can you do to locate your posting?

Mark for Review

(1) Points

Your discussion was likely deleted by a moderator because it was in the wrong communityLog a Service RequestLook under Browse, Content, Authored within My Oracle Support Community. (*)You can post another new thread and ask the community if they know what happened to your last postingNone of the above

If a posting is moved, it means an administrator identified it as being in the wrong space; community administrators can move a posting to the correct space to ensure a SME with the knowledge can answer.

32. What is a typical consequence of posting a product-specific question into the 'Using My Oracle Support' Community? Mark for

Review (1) Points

A moderator for the community will directly email you to request that you remove this questionThe question will trigger an automatic email that alerts you to ask the question in a different communityThe moderator for the community will see that the question is not in the right community and will attempt to find the right community for your question. This impacts the time to resolution of your question (*)None of the above

Incorrect

33. The same Oracle Support Engineers that resolve technical Service Requests also participate in My Oracle Support Community to share their knowledge and expertise as part of this trusted community.

Mark for Review

(1) Points

True (*)False

Correct

34. Which of the following attributes describe the value of My Oracle Support Community? Mark for

Review (1) Points

Available to users 7x24x365. You can engage in the global community at a convenient time in your work day and leverage the shared experience of peers and subject-matter experts. (*)Each community is staffed with a special set of Oracle support engineers who engage exclusively with online questionsUsing communities allows you to bypass the standard Service Request creation process in My Oracle Support and fast-track your issuesNone of the above

Incorrect

35. How can you change your user number to a NAME in My Oracle Support Community? Mark for

Review (1) Points

In My Oracle Support - Click the drop down arrow next to your user name, click My Account and then update the name fieldClick the drop down arrow next to your name and click Edit Profile. Click Your Profile and then click Edit next to your user name. (*)Any of the above.Call Oracle Support and log a service request ticket.

Incorrect




My Oracle Support Community(Answer all questions in this section)

36. When should you mark an answer Correct? Mark for Review

(1) Points

When the answer is technically correct, even if you do not agree with what is being recommended (*)Don't mark answers correct until you see what other users have to sayWhen the answer is the answer you expect to seeYou can't mark answers correct

Correct

37. How can you view Subspaces you are following? Mark for Review

(1) Points

My profile > More > PlacesIn the region "Spaces I am following"In Activity > Content Streams, I can view places that I am followingAll of the above (*)

Incorrect

Using Support Best Practices for Hardware & Software(Answer all questions in this section)

38. You have a planned outage window at the end of the quarter. You can access features available in My Oracle Support that will enable you to make decisions about which patches to install

Mark for

Review (1) Points

True (*)False

Correct

39. You can view Health Recommendations in My Oracle Support before you enable a collection mechanism. Mark for

Review (1) Points

TrueFalse (*)

The analysis runs against the configuration data captured by the collector

40. If a customer or partner has a Hardware Support Identifier (SI), what permissions do general My Oracle Support Users need to view Assets in My Oracle Support?

Mark for Review

(1) Points

None. It is available to all usersAsset-View access level (*)CUA Access levelSR Create & Update

Incorrect




Using Support Best Practices for Hardware & Software(Answer all questions in this section)

41. To install Auto Service Request (ASR), you need to validate all of the following: User has Assets access level in My Oracle Support, there is an instance of the ASR manager installed on the network, asset is ASR qualified, ASR install process can be performed on the asset, ASR activation

Mark for Review

(1) Points

process has been completed by associating a contact in My Oracle Support, and Service Tools Bundle is installed.

True (*)False

Correct

42. How is this type of collected data valuable to you? Mark for Review

(1) Points

It provides specific patching recommendationsThe data collected provides an understanding of the configuration of Oracle software, revision levels, and the operating system and patching levels (*)The data helps to determine how often you log Service RequestsThe data links to certification information on the Certifications tab for operating systemsNone of the above

Incorrect

43. Oracle Enterprise Manager Harvest Job is a collection tool that gathers information about your Oracle set-ups, configuration, and OS. You can automate this information transfer with Oracle

Mark for Review

(1) Points

True (*)False

Correct

Create and Manage Service Requests(Answer all questions in this section)

44. If you select Severity 1 for your issue, you will need to provide a management contact in the workflow, and your identified manager will be contacted by Oracle Support

Mark for Review

(1) Points

True (*)False

Correct

45. Users create a new Service Request by moving through a structured step-by-step process that starts by asking the User to identify the Severity before describing the problem

Mark for Review

(1) Points

TrueFalse (*)

Incorrect




Create and Manage Service Requests(Answer all questions in this section)

46. Which of the following is NOT an acceptable way to send data to Oracle? Mark for Review

(1) Points

Upload the relevant files when creating the SRUpload files to Oracle using sftp with SR number as part of the file nameUpload Hardware related files using supportfiles.oracle.comSend an email to Support Engineer's personal email address with support data (*)

Incorrect

47. You are in the process of logging a new Service Request. During Step 2 (Solutions), you see a solution that does resolve your issue. What should you do next?

Mark for Review

(1) Points

Continue logging the Service Request and make a note to review the solutions at a later timeTurn off the option to view suggested solutions to speed up your process to create a new SRExit the Service Request process and do not log this Service Request (Click Cancel and OK) (*)None of the above

The knowledge base attempts to identify solutions based on the information you provide. Taking the time to provide accurate and detailed information increases the likelihood of a suggested solution addressing your issue

48. The following is a common problem that Users encounter when trying to log a Service Request: they do not have the correct access level in My Oracle Support and/or do not have the correct Support Identifier approved and associated with their account

Mark for Review

(1) Points

True (*)False

Correct

49. What are two key benefits of taking the time to create a Fully Qualified Service Request? Mark for

Review (1) Points

Special fast-track handling in the Support QueueMinimum delaysMinimum delays and faster resolution (*)You can only add attachments to a Fully Qualified Service RequestNone of the above

Incorrect

50. What is the best process to follow when you have a question for Oracle Support? Mark for

Review (1) Points

Call Oracle SupportLog a technical support Service Request via My Oracle SupportPost a detailed question thread in a relevant community within My Oracle Support (*)Search the knowledge base

The question is asking for the ﾓ best ﾔ process to follow for a Question. You can search the knowledge base, but asking for help in the community may give you a faster and more targeted answer as you can interact with subject-matter experts




Mobile My Oracle Support(Answer all questions in this section)

51. The Mobile My Oracle Support application is only available to Users with the Customer User Administrator (CUA) role Mark for

Review (1) Points

TrueFalse (*)

Incorrect

52. What is the best description of Mobile My Oracle Support? Mark for Review

(1) Points

A new type of My Oracle Support Community intended for users who want to review threads with their mobile deviceA version of My Oracle Support that you can download to run on your desktopMy Oracle Support web-based application optimized for mobile devices (*)A new messaging system that emails you SR updates via your smart phoneNone of the above

Incorrect

53. You receive a Tweet from Oracle while you are in a meeting. There is some interesting information about one of your products. You can quickly log into Mobile My Oracle Support and search the knowledge base to get more details to share with your colleagues during the meeting.

Mark for Review

(1) Points

True (*)False

Correct

54. I am able to create a new Service Request using the Mobile My Oracle Support interface Mark for

Review

(1) Points

TrueFalse (*)

The option to create new Service Requests is currently not available in Mobile My Oracle Support

55. The two main functions you can accomplish in My Oracle Support Mobile are to view and update Service Requests and search the knowledge base Mark for

Review (1) Points

True (*)False

Correct




Mobile My Oracle Support(Answer all questions in this section)

56. You are a CUA for your company. You are currently in a three-day organizational meeting and are concerned about getting behind on new user requests for access to My Oracle Support. Unfortunately, you will not be able to approve any requests through the mobile application as it only allows you to search the knowledge base.

Mark for Review

(1) Points

TrueFalse (*)

The CUA is able to approve or deny requests via the mobile interface

Oracle Support Policies(Answer all questions in this section)

57. What items are covered by your Premier Support Policy? Select all that apply. Mark for

Review (1) Points


Access to My Oracle Support Community (*)Access to new functionality included in Oracle Patches and Upgrades (*)Access to Oracle Engineers to perform mapping business requirements to product functionalityAccess to Oracle Product knowledge and Oracle Product bug fixes (*)Access to Oracle Support Engineers to de-code customized code and undertake script development

Oracle Support is available to support you on Oracle Products, however Oracle Support is not a resources to train and develop customized solutions for your organization.

58. What is the best approach to resolve the issue of not being able to download a specific patch for a Product (after the Support Date has passed).

Mark for Review

(1) Points

Contact your Oracle Sales representative and purchase Extended Software support for your product that needs patching (*)Contact your Oracle Sales representative and ask them to call Oracle Support and send you the patchGoogle to see if the patch is available somewhere on the InternetLog a Service Request and ask Oracle to send it to you

Correct

59. What is the recommended way to locate content about the End Date of support for a product? Select all that apply. Mark for

Review (1) Points


Access oracle.com and review the support PDF and search for support dates (*)Use the Certifications tab and review the support-specific content (*)Log a Service Request and request information about support datesCall your Oracle Sales or Account Representative

All of the answers are correct to some degree; however, the question is asking for the recommended way. As outlined in the videos, the recommended way is to use the Certifications tab or access the content on oracle.com and view the support PDFs for the latest content.

60. What are the best methods to stay informed about the latest information on Oracle Technical Support policies? Mark for

Review (1) Points


Search technical support on oracle.com and review the posted policy PDFs often (*)Download the Oracle Technical Support Policies and use these as your reference guideSearch in My Oracle Support for 'Technical Support Polices' (*)Log a Service Request and ask Support to provide information about support policies

All of the answers are possible options to stay informed about the Oracle Technical Support Policies; however, the best methods are 1 and 3.




OCVS Overview(Answer all questions in this section)

61. By participating in OCVS as either a TSANet or OPN member vendors are required to enter into time consuming or costly support or legal agreements.

Mark for Review

(1) Points

TrueFalse (*)

Incorrect. Refer to the Oracle Collaborative Vendor Support (OCVS) Overview training for more information.

62. Which of the following statements are Partner requirements for collaboration in Oracle Collaborative Vendor Support (OCVS)? Mark for

Review (1) Points


Partner must establish their own severity levels and response timeframes for Mutual Customer support issues.

As part of OCVS, Partners have the option of collaborating with Oracle Support on a Mutual Customer support issue.Partner must provide the Mutual Customer ﾒ s support identification number when collaborating with Oracle Support. (*)Partner must direct Mutual Customers to contact Oracle Support directly on Oracle-related issues.Partner must provide and maintain standard contact and escalation information for the OCVS. (*)


63. Which of the following statements reflect the value proposition to our Mutual Customers as a result of Oracle Collaborative Vendor Support (OCVS)?

Mark for Review

(1) Points


Strives to prevent the frustration of "finger-pointing" between vendors and improves overall satisfaction. (*)Provides enhanced support value for multi-vendor implementations. (*)Improves response by having all parties involved in the collaboration. (*)Increases the risk and costs associated with owning multi-vendor solutions.Increases the time to implementation for multi-vendor solutions.


64. Under the OCVS model, a customer calls a vendor for a technical problem. While the support analyst decides involvement from another vendor, he will log an SR to the other vendor, then customer follows the other verndor's SR process.

Mark for Review

(1) Points

TrueFalse (*)


65. OCVS can be used as a replacement for support Mark for Review

(1) Points

TrueFalse (*)


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