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1.

A Support
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Identifier (1) Points
(SI) is a
numeric
value that
identifies
the
products
your
company
has
purchased.
It is
required
to access
My Oracle
Support.

True (*)
False

Correct

2. Who approves End Users and sets their access levels for My
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Oracle Support?
(1) Points

Oracle Support
Your Organization
Your Customer User Administrator (CUA) (*)
You do not need approval for access
None of the above

Correct

3. Oracle Support manages roles and responsibilities for all users


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associated to a Support Identifier in My Oracle Support. (1) Points

True
False (*)

Oracle Customers are able to manage


their own My Oracle Support access
by establishing Customer User
Administrators from their
organization

4. As a customer or partner, what is the best way to locate a


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Support Identifier (SI)? (1) Points

Log a Service Request


Log a non-technical Service Request or ask a colleague on
your team who might be using the SI you want (*)
Post a question in the Using My Oracle Support
Community
You can look up your Support Identifiers in your Support
Contract
Both 2 and 4

Correct

5. Select the recommended reason (best practice) why a


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Customer User Administrator (CUA) would activate Auto (1) Points
Approve for a Support Identifier.

There is no reason for the CUA to actively review a


request for ANY Support Identifier, so using Auto
Approve is always the best approach for any request
To quickly provide generic access to knowledge base and
My Oracle Support Community functions for user
requests. This allows users to immediately begin using
My Oracle Support, while the CUA manually reviews
requests for advanced functions such as SR Create
privilege. (*)
This is a security risk; therefore, a CUA would never use
this feature
To stop receiving email notifications from users
requesting access
None of the above

Correct

6. Joe is a CUA for his company. His team members are globally
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located (and so are his assets). As a result, he has multiple SIs
(1) Points
and is struggling to easily manage the SIs and assets. What
feature in My Oracle Support can help him?

There is nothing available in My Oracle Support. Joe has


to call his Oracle Sales Representative to get this fixed.
Joe can make use of the features in Administrative,
Support Identifiers to Create New SI where he can co-
locate users and assets. (*)
Joe has to log a Non Technical Service Request and
Oracle Support will set up a new SI for him.
None of the above

Correct

My Oracle Support Introduction


(Answer all questions in this section)

7. Joe wants to easily review feature updates in the latest release


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of My Oracle Support. He understands a recommended best (1) Points
practice is to mark the document (My Oracle Support Release
Notes) as a Favorite and set up Hot Topics Emails to notify
him about changes to knowledge article updates for the
product, My Oracle Support. When the release notes are
updated, he will get an automated email.

True (*)
False

Correct

8. As a user of My Oracle Support, you want to get the most


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value from the customizable dashboard layout. Which of the (1) Points
following are best practices to customize your layout and
make it work for you? Select all that apply.

(Choose all correct answers)

Add as many regions as you can to the dashboard to


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

9. You believe your account is associated with a Hardware SI


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(but your dashboard is NOT showing the Assets region). What (1) Points
steps should you take to resolve?

Select the Contact Us link in My Oracle Support and ask


for help
Contact an Oracle colleague and ask for advice
Go to your My Account page and validate that you have
access to View Assets for the designated SI. By design,
the Assets region is ONLY available to hardware
customers.
Select Customize on the My Oracle Support home page
and make sure the Asset widget is available to select for
your dashboard, and select it.
Both 3 and 4. (*)

Correct

10. My Oracle Support has pre-set dashboard configuration


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options based on role. For example, I can go to the Customize
(1) Points
link and select (Hardware User) to automatically add the
regions to my dashboard associated with this user type.

True
False (*)

Correct

11. Once I have access to My Oracle Support, my CUA is my first


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point of contact for any access issues I experience with My (1) Points
Oracle Support.

True (*)
False

Correct

12. Your colleague, Li, is new to My Oracle Support. You have


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been asked to show him how to get up to speed quickly on the (1) Points
basic core functions of My Oracle Support. What is the
recommended FIRST step for Li?
Li should access My Oracle Support Community and post
all his questions about the portal there.
You direct Li to complete My Oracle Support
Accreditation as his FIRST step in learning about the
basics.
Li needs to get basic training, so you suggest that he set
aside time to complete the foundational My Oracle
Support How-To training videos. You show him how to
access this content from the Getting Started region. (*)
You advise Li to just use the phone to log Service
Requests
None of the above.

Correct

Knowledge Search and Browse


(Answer all questions in this section)

13. Mary is aware of PowerView filters. Is there another


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recommended way to quickly search for content in My Oracle (1) Points
Support based on product?

Use the (Search & Browse) feature on the Knowledge tab


to select your product and enter your search term. (*)
Post a thread in My Oracle Support Community
Use the global search bar
Check the Certifications tab

Correct

14. Amy and Joe are searching for performance information in


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My Oracle Support. When they compared results, Amy saw (1) Points
that Joe was getting a longer list of search results. If Amy
wants to increase the number of search suggestions for future
searches, she can go to the Settings tab, Knowledge
Preferences and can UPDATE her current setting (Number of
Search Suggestions) from 5 to 10. She also would want to
make sure this preference is set to ON.

True (*)
False

Correct
15. You want to maximize your search approach in My Oracle
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Support to make sure you find relevant content quickly and (1) Points
easily. How many search terms should you use?

Only use ONE search term to ensure you get all possible
replies
There is no exact number. You should enter a phrase
(rather than a single term). If you are looking to include a
specific term (i.e., My Oracle Support Training), use
quotes around the full term you want included (*)
You should include 5 search terms for the best possible
result
More than 10 search terms is recommended

Correct

16. Tom is always looking to improve his productivity. He often


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searches in My Oracle Support and spends time each week (1) Points
reviewing his search results. A colleague recommended that
he set up and use PowerViews to help filter and focus his
information needs. What can Tom accomplish by creating a
PowerView?

He can replace the global search functionality by creating


a PowerView
He can create a PowerView for a specific product, and
turn it on when needed to automatically filter Knowledge
and other regions. He can also create multiple
PowerViews to display information that he needs for
different products. (*)
He can automate information updates to his email as each
PowerView has the option to trigger an email when
specified content is updated.
None of the above

Correct

17. You will often see terms such as Search Helper or Search
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Assistant (or both of these terms) in a title. What service are (1) Points
these features providing?

An option you can select under Knowledge Preferences


Voice-activated help feature that you can turn on in My
Oracle Support
A new section in the Service Request process
A search helper or search assistant is a guided path to a
known solution (*)

Correct

18. During SR Creation flow, My Oracle Support will offer you


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suggested solutions as you define your problem. You have the (1) Points
option to turn off these suggested solution results (My
Account, Knowledge Preferences), although it is a
recommended best practice to leave the suggestions turned on.

True (*)
False

Correct

Product Certifications
(Answer all questions in this section)

19. You need to search for certification data to prepare for your
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team meeting. However, you are NOT sure of the exact
(1) Points
product name to use in the Certifications tab. What is the
recommended approach to find what you need?

Open a new technical Service Request with Oracle


Support
You may be able to find your product by typing a portion
of the name. Try a few possible names for your product,
including abbreviations. As you type, you can select your
desired product from the options displayed. Many Oracle
products are findable with aliases (*)
Create a new discussion and ask the Certifications
community
Check your SI to find out exactly how to input the product
name
None of the above

Correct

20. The Support Information provided by the Certifications search


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does NOT include Ongoing Support information related to
(1) Points
availability of patches for your product.
True
False (*)

Correct

21. Is there any reason to check the Certifications tab on a regular


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basis if your company has NOT upgraded any of your
(1) Points
products?

Yes, to check the support dates to understand when your


products stop being supported and track this information
in your upgrade plan (*)
No, you would only check during an active upgrade
planning cycle
No, there is no new information on the Certifications tab
unless you received a Hot Topics E-Mail
None of the above

Correct

22. What does the Certifications tab in My Oracle Support


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provide to the user? (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

Correct

23. A product is certified for a SPECIFIC release of an operating


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system (OS) on a particular hardware platform. For example, (1) Points
Oracle Database (11.2.0.3.0) on Oracle Solaris 11 (SPARC)

True (*)
False

Correct
24. The Certifications tab in My Oracle Support is able to directly
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answer most of your certification questions. The exception is (1) Points
older information that may not be included.

True (*)
False

Correct

Patches and Updates


(Answer all questions in this section)

25. How do you download a patch from the Patch Details page?
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Please select all answers that apply.
(1) Points

(Choose all correct answers)

A user cannot directly download a patch from this site


From the patch search results, click on a patch number to
view the patch detail, then click Download (*)
From the patch search results, highlight a row, then select
Download from the option bar (*)
Open a Service Request to ask Oracle Support to
download the patch from this site
Search the knowledge base for an article on patching for
your product and click the download links

Incorrect

26. Your colleague, Jane, needs to find a patch in My Oracle


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Support. She wants to know a fast and easy way to locate a
(1) Points
patch for Primavera. You recommend that she click on the
Patches & Updates tab and then use the Product or Family
search. She can input the product name and use the filters to
search.

True (*)
False

Correct
27. What approach would you take to find out about Oracle
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recommended patch sets for your product? (1) Points

Use the Patch Advanced Search, selecting product and


release of interest, and checking the (Show recommended
patches only) checkbox (*)
Add the Recommended Patch Sets region to your
dashboard
Create a new discussion in the appropriate patching
community and ask your trusted network
Use Google to find out what recommended patches are
available
Log a Service Request

Correct

28. To download aspecific patch, you must have Patch Download


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Access in your account that matches the Download Access on (1) Points
the patch AND your customer user administrator (CUA) must
set Access Patches to DOWNLOAD (not View Only) for your
account.

True (*)
False

Correct

29. You are relatively new to patching your Oracle Product.


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Where can you get additional clarification on My Oracle
(1) Points
Support functionality related to patching?

From the Patches & Updates tab, select the help link
(upper right) to view patching-related information like
Patch Searches and Patch Details (*)
Log a non-technical service request to get a brief demo
from Oracle Support on patching
Use the General Patch Questions region on the Patches &
Updates tab and locate the general patch questions link
and type in your question
Log a technical Service Request to ask for advice on
patching

Correct
30. You have a question about a patch you are downloading.
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What is the option that Oracle recommends? (1) Points

Call Oracle Support and ask a Support Engineer


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

Correct
31.Which of the
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following (1) Points
attributes
describe the
value of My
Oracle
Support
Community?

Available to users 7x24x365. You can always engage


in the global community at a convenient time in your
work day
Each community is staffed with a special set of Oracle
support engineers who engage exclusively with online
questions
Leverage the shared experience of your peers and
subject-matter experts to quickly expand your
knowledge and awareness
Using communities allows you to bypass the standard
Service Request creation process in My Oracle
Support and fast-track your issues
Both 1 and 3 (*)

Correct

32. You recently created a new discussion in My Oracle


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Support Community. When you go back to view it, you do
(1) Points
not see it in the community where you posted it. What is
the best approach to locate your discussion?
Your posting was likely deleted by a moderator
because it was in the wrong community. You should
post it again.
Log a Service Request
View your profile and click Content and you will see
all the questions you have posted (*)
Create a new discussion and ask the community if
they know what happened to your last discussion
None of the above

Correct

33. Your Community e-mail box is quickly filling up with


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emails. You need to easily get it back under control. What
(1) Points
actions can you take to resolve this issue?

(Choose all correct answers)

Make sure you FOLLOW only top-level communities


to reduce emails
From the dropdown next to your name, select
(Preferences) and review your Email Preferences.
Make changes to best meet your objectives. (*)
Validate that you are NOT following the top-level My
Oracle Support (MOSC) Community as you get email
for EVERY update in every space. (*)
There is nothing you can do to filter the number of
emails you receive

Correct

34. In the accreditation series, we cover the importance of


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finding the right sub-space for your questions to ensure a
(1) Points
fast response from the subject experts. What happens if
you post a product-specific question into the general Using
My Oracle Support Community?

A moderator for the community will directly email


you to request that you remove this question
The question will trigger an automatic email that alerts
you to ask the question in a different community
The 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

Correct

35. The same Oracle Support Engineers that resolve technical


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Service Requests also participate in My Oracle Support (1) Points
Community to share their knowledge and expertise as part
of this trusted community.

True (*)
False

Correct

36. If you have general questions about My Oracle Support


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and have not found answers in the help menu or in the (1) Points
knowledge base, a best practice is to post your question to
Using My Oracle Support Community.

True (*)
False

Correct

Best Practices for Hardware and Software


(Answer all questions in this section)

37. For the supported products, what are the benefits of


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installing and using Oracle Configuration Manager
(1) Points
(OCM)?

Monitor changes and review health checks


Use the Upgrade Planner
Create fully qualified Service Requests
View Reports
All of the above (*)

Correct

38. Why does Oracle Support ask for configuration data?


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(1) Points
Oracle Support does not ask for configuration data
The data 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
Requests
None of the above

Correct

39. What is the best definition of a Fully Qualified Service


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Request?
(1) Points

A Service Request must have attached log files to be


fully qualified
A Service Request that provides just a few facts to get
Oracle Support engaged
A Service Request that has all the information
included in the fields as well as appropriate diagnostic
output attached so that the Oracle Support Engineer
can immediately get started (*)
Only Service Requests created by ASR are considered
fully qualified
A Service Request logged by your CUA

Correct

40. On the Systems tab, you can view Health


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Recommendations BEFORE you enable a collection
(1) Points
mechanism.

True
False (*)

Correct

41. To install Auto Service Request (ASR), you need to


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validate all of the following: User has Assets access level (1) Points
in My Oracle Support, there is an instance of AR manager
installed on the network, asset is ASR qualified, ASR
install process can be performed on the asset, ASR
activation process has been completed by associating a
contact in My Oracle Support, and Service Tools Bundle is
installed.
True (*)
False

Correct

42. The output of Oracle Configuration Manager (OCM) will


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list out the required firmware for your Oracle Systems
(1) Points
products.

True
False (*)

Correct

Create and Manage Service Requests


(Answer all questions in this section)

43. You have heard a lot about the importance of logging


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detailed service requests in the accreditation series. Why (1) Points
does it really matter to you as a user? Correctly identify
which response highlights the key benefit of creating a
Fully Qualified Service Request.

Special fast-track handling in the Support Queue


Minimum delays
Minimum delays AND faster resolution (*)
The Oracle Support engineer will immediately open a
Chat session with you to discuss your issue
None of the above

Correct

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

True (*)
False

Correct
45. You are in the process of logging a new Service Request.
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During Step 2 (Solutions), you see a solution that does (1) Points
resolve your issue. What should you do next?

Continue logging the Service Request and make a note


to review the solutions at a later time
Turn off the option to view suggested solutions to
speed up your process to create a new SR
Exit the Service Request process and do NOT log this
Service Request (click Cancel and OK) (*)
None of the above

Correct

46. A recommended best practice is to organize all the data


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associated with your issue BEFORE you initiate a new (1) Points
Service Request. A Fully Qualified SR provides Oracle
Support with as much detail as possible about your issue.
This includes what happened, users impacted, single or
repeat occurrences, any changes, and related diagnostic
data to attach to the Service Request.

True (*)
False

Correct

47. A recommended best practice is to validate your access


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levels in My Oracle Support BEFORE you create a service (1) Points
request. Where can you validate your access?

My Account, Support Identifiers. Check for Create


and Update access for your Support Identifiers (*)
Ask your CUA
My Account, View Users. Look up your name and see
your current access levels
Attempt to open a new SR and see if you can submit

Correct

48. The following is a common problem that Users encounter


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when trying to log a Service Request. They do not have
(1) Points
the correct access level in My Oracle Support and/or do
not have the correct Support Identifier approved and
associated with their account
True (*)
False

Correct

Oracle Support Policies


(Answer all questions in this section)

49. What is the BEST method to stay informed about the latest
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information on Oracle Technical Support policies?
(1) Points

Bookmark the Oracle Support Technical Support


Policy page and visit it when you have a question (*)
Set up Hot Topics E-mail notifications and select
Support Policies as the KM document type
Download the Oracle Technical Support Policies and
use these as your reference guide
Log a Service Request and ask Support to provide
information about support policies

Correct

50. What are the recommended ways to locate content about


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the End Date of support for a product? Select all that (1) Points
apply.

(Choose all correct answers)

Access oracle.com and locate the technical and


lifetime policies under the Support tab (*)
Call your Oracle Sales or Account Representative
Use the Certifications tab and review the support-
specific content (*)
Log a Service Request and request information about
support dates

Correct

51. The Lifetime Support Stages for your Oracle Products are:
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Premier Support, Extended Support, and Sustaining (1) Points
Support.
True (*)
False

Correct

52. What is the RECOMMENDED approach to resolve the


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issue of not being able to download a specific patch for a
(1) Points
Product (after the Support Date has passed).

Log a Service Request and ask Oracle to send it to you


Contact your Oracle Sales representative and ask them
to call Oracle Support and send you the patch
Contact your Oracle Sales representative and purchase
Extended Software support for your product that needs
patching (*)
Use Google to see if the patch is available somewhere
on the Internet

Correct

53. For some product and release combinations on the


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Certifications tab, you may be able to view Ongoing (1) Points
Support information related to availability of patches for
that combination.

True (*)
False

Correct

54. You want to see a Support Benefits comparison table to


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understand what is covered in Premier, Extended, and
(1) Points
Sustaining Support. What is the recommended approach to
access the table and complete your review?

Post a question to the Using My Oracle Support


Community
Log a non-technical Service Request
Mark the Oracle Lifetime Support Policies (Document
971415.1) a favorite in My Oracle Support
Locate the Lifetime Support Benefits table on the
Oracle Lifetime Support Policies page to review the
details in the comparison table (*)

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

55. The Mobile My Oracle Support application is only


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available to Users with the Customer User Administrator (1) Points
(CUA) role

True
False (*)

Correct

56. You are able to CREATE a new Service Request using the
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Mobile My Oracle Support interface
(1) Points

True
False (*)

Correct

57. You are a CUA for your company. You are currently in a
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three-day organizational meeting and are concerned about (1) Points
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.

True
False (*)

Correct

58. The two main functions you can accomplish in Mobile My


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Oracle Support are to VIEW and UPDATE Service
(1) Points
Requests and search the knowledge base

True (*)
False

Correct
59. A best practice to get the most value from Mobile My
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Oracle Support would be to mark any bugs or documents (1) Points
as FAVORITES that you want to review when you are at
your desk. You will not waste time trying to find them
again when you go back to the My Oracle Support portal.

True (*)
False

Correct

60. The Customer User Administrator (CUA) for your


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organization is able to utilize Mobile My Oracle Support
(1) Points
to REVIEW access requests with just a smart phone and
Internet access.

True (*)
False

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