You are on page 1of 12

1.

Customer User Administration and Support Identifiers


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

Answers
1.TRUE
2.FALSE

2. As a customer or partner, what is the best way to locate a Support Identifier (SI)?

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

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

Answers
1.There is nothing available in My Oracle Support. Joe has to call his Oracle Sales
Representative to get this fixed.
2.Joe can make use of the features in Administrative, Support Identifiers to Create New SI
where he can co-locate users and assets.
3.Joe has to log a Non Technical Service Request and Oracle Support will set up a new SI for
him.
4.None of the above

4. Who approves End Users and sets their access levels for My Oracle Support?

Answers
1.Oracle Support
2.Your Organization
3.Your Customer User Administrator (CUA)
4.You do not need approval for access
5.None of the above

5. The Customer User Administrator (CUA) can manage access levels for other CUAs for the SAME
Support Identifier (SI).

Answers
1.TRUE
2.FALSE

6. 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).
Answers
1.TRUE
2.FALSE

2. My Oracle Support Introduction


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

Answers
1.TRUE
2.FALSE

2. 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 regions to my dashboard
associated with this user type.

Answers
1.TRUE
2.FALSE

3. Joe wants to easily review feature updates in the latest release of My Oracle Support. He
understands a recommended best 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.

Answers
1.TRUE
2.FALSE
3.
4.

4. 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.

Answers
1.Reduce wasted time and frustration by organizing your dashboard to match your job role and
product
2.Add as many regions as you can to the dashboard to maximize what you see when you login
3.Consider modifying your dashboard any time your role changes or you have a new product
interest
4.Ask your CUA to suggest a layout
5.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

5. You believe your account is associated with a Hardware SI (but your dashboard is NOT showing the
Assets region). What steps should you take to resolve?

Answers
1.Select the Contact Us link in My Oracle Support and ask for help
2.Contact an Oracle colleague and ask for advice
3.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.
4.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.
5.Both 3 and 4.

6. Sam is a new user to My Oracle Support and wants to be more proactive in how he supports his
products. What recommended option should Sam follow to meet his objective?

Answers
1.From the Knowledge tab, Sam can select Get Proactive under Knowledge Links.
2.Sam can bookmark the Get Proactive Portfolio 432.1 and access this at any time.
3.Sam can post a question on Using My Oracle Support about how to be more proactive.
4.Sam can complete Level 1 accreditation and preview Level 2 Accreditations for the products
he supports to validate his knowledge of proactive approaches and solutions.
5.All of the above

3. Knowledge Search and Browse


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

Answers
1.Only use ONE search term to ensure you get all possible replies
2.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
3.More than 10 search terms is recommended
4.You should include 5 search terms for the best possible result

2. When you type a search string into the global search bar (on any tab), your search results are
usually provided on the Knowledge tab unless you search for a specific Service Request number.

Answers
1.TRUE
2.FALSE

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

Answers
1.A search helper or search assistant is a guided path to a known solution
2.Voice-activated help feature that you can turn on in My Oracle Support
3.An option you can select under Knowledge Preferences
4.A new section in the Service Request process

4. A common problem that Users can experience in My Oracle Support when searching: The user
ONLY enters a single word in the global search box for the search and gets a huge list of possible results.
User cannot quickly or easily find the desired information, although it may be in the results.

Answers
1.TRUE
2.FALSE
5. Amy and Joe are searching for performance information in My Oracle Support. When they compared
results, Amy saw 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.

Answers
1.TRUE
2.FALSE
3.
4.
5.

6. During SR Creation flow, My Oracle Support will offer you suggested solutions as you define your
problem. You have the 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.

Answers
1.TRUE
2.FALSE

4. Product Certifications
1. What is the definition of a certification?

Answers
1.A combination of Oracle and third-party products, operating systems, or hardware that Oracle
believes should work together
2.A combination of Oracle and third-party products, operating systems, or hardware that Oracle
has tested and should work together.
3.A testing matrix that Oracle provides via the Certifications tab that allows you to compare
combinations of Oracle and third-party products
4.None of the above
5.

2. The Support Information provided by the Certifications search does NOT include Ongoing Support
information related to availability of patches for your product.

Answers
1.TRUE
2. FALSE

3. Your team is planning to upgrade your Oracle E-Business Suite installed product. You are a couple
releases behind the latest version. You can use the Certifications search to compare certifications for
multiple releases to make a recommendation to your team.

Answers
1.TRUE
2. FALSE

4. What does the Certifications tab in My Oracle Support provide to the user?
Answers
1.A quick way to log Service Requests related to Certification questions.
2.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.
3.Access to product certification information
4.None of the above
5.

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

Answers
1.Open a new technical Service Request with Oracle Support
2.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
3.Create a new discussion and ask the Certifications community
4.Check your SI to find out exactly how to input the product name
5.None of the above

6. The Certifications tab in My Oracle Support is able to directly answer most of your certification
questions. The exception is older information that may not be included.

Answers
1.TRUE
2.FALSE
3.
4.
5.

5. Patches and Updates


1. The product name used by the patch system in My Oracle Support is the same as the product name
used for service requests or the Knowledge base. To find the product name, start entering the product
name that you are looking for in the Product box and the product selector will narrow down the choices to
help you find the right product

Answers
1.TRUE
2.FALSE

2. How do you download a patch from the Patch Details page? Please select all answers that apply.

Answers
1.A user cannot directly download a patch from this site
2.From the patch search results, click on a patch number to view the patch detail, then click
Download
3.From the patch search results, highlight a row, then select Download from the option bar
4.Search the knowledge base for an article on patching for your product and click the download
links
5.Open a Service Request to ask Oracle Support to download the patch from this site
3. What approach would you take to find out about Oracle recommended patch sets for your product?

Answers
1.Create a new discussion in the appropriate patching community and ask your trusted network
2.Use the Patch Advanced Search, selecting product and release of interest, and checking the
(Show recommended patches only) checkbox
3.Log a Service Request
4.Use Google to find out what recommended patches are available
5.Add the Recommended Patch Sets region to your dashboard

4. Regardless of your specific Oracle products, the general process to download patches in My Oracle
Support is usually the same.

Answers
1.TRUE
2.FALSE

5. You have a question about a patch you are downloading. What is the option that Oracle
recommends?

Answers
1.Submit a Service Request with your question as the summary
2.Call Oracle Support and ask a Support Engineer
3.Log into My Oracle Support Community, locate your product and post your question
4.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

6. You are relatively new to patching your Oracle Product. Where can you get additional clarification on
My Oracle Support functionality related to patching?

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

6. My Oracle Support Community


1. If you have general questions about My Oracle Support and have not found answers in the help
menu or in the knowledge base, a best practice is to post your question to Using My Oracle Support
Community.

Answers
1.TRUE
2.FALSE

2. You have a question regarding Oracle Database. You are new to the community framework and are
not sure how to locate a relevant Database-oriented community. What is your best approach? Check all
that apply.
Answers
1.Using the banner navigation, click the Space List down arrow, locate the Oracle Database
MOSC space and click it view the related sub-spaces
2.You can type in your Database question in the search bar and drill into likely answers to
identify a Database Community for your area of interest.
3.Open a non-technical Service Request
4.Post this question in the Using My Oracle Support Community
5.

3. As an experienced user, you are familiar with spaces and sub-spaces in Community. Is the following
example correct? Oracle Database (MOSC) is a top-level space and Database Networking (MOSC) is the
sub-space you select to post a database networking question.

Answers
1.TRUE
2.FALSE

4. You want to post a question to a My Oracle Support Community. How do you locate the correct
community for your product and type of question?

Answers
1.Post your question in the Using My Oracle Support community to make sure as many users
as possible can view it.
2.Using the Navigation Banner, select your product, then drill down into a specific sub-space
related to your question. Ask your question to the sub-space and it will be reviewed by users with
the right product knowledge to help
3.Log a technical Support Request for assistance
4.Ask your Customer User Administrator to grant you access to the community in question and
it will appear the next time you log in
5.

5. Which of the following attributes describe the value of My Oracle Support Community?

Answers
1.Available to users 7x24x365. You can always engage in the global community at a
convenient time in your work day
2.Each community is staffed with a special set of Oracle support engineers who engage
exclusively with online questions
3.Leverage the shared experience of your peers and subject-matter experts to quickly expand
your knowledge and awareness
4.Using communities allows you to bypass the standard Service Request creation process in
My Oracle Support and fast-track your issues
5.Both 1 and 3

6. Sally has as some ideas to improve the Oracle Support Accreditation series. How can she share her
ideas with other users and the Accreditation Team?

Answers
1.Log a Non Technical Service Request via the Contact Us process.
2.Post her ideas as questions on the Using My Oracle Support Community
3.Use the Create, Idea option and select the Oracle Support Accreditation (MOSC) community
to post her ideas
4.Call her Oracle Sales representative and provide feedback.

7. Best Practices for Hardware and Software


1. From a hardware perspective, what are the benefits of downloading Oracle Services Tools Bundle
and enabling Auto Service Request (ASR)?

Answers
1.Experience faster problem resolution by eliminating the need to initiate contact with Oracle for
certain hardware failures, reducing number of phone calls needed
2.Automatically log Service Requests
3.Create a fully qualified Service Request
4.All of the above

2. For the supported products, what are the benefits of installing and using Oracle Configuration
Manager (OCM)?

Answers
1.Monitor changes and review health checks
2.Use the Upgrade Planner
3.Create fully qualified Service Requests
4.View Reports
5.All of the above

3. 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 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.

Answers
1.TRUE
2.FALSE

4. 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 recommended and security patches to
install.

Answers
1.TRUE
2.FALSE

5. The output of Oracle Configuration Manager (OCM) will list out the required firmware for your Oracle
Systems products.

Answers
1.TRUE
2.FALSE

6. Why does Oracle Support ask for configuration data?

Answers
1.Oracle Support does not ask for configuration data
2.The data provides an understanding of the configuration of Oracle software, revision levels,
and the operating system and patching levels
3.The data helps to determine how often you log Service Requests
4.None of the above

8. Create and Manage Service Requests


1. A recommended best practice is to organize all the data associated with your issue BEFORE you
initiate a new 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.

Answers
1.TRUE
2.FALSE

2. You have heard a lot about the importance of logging detailed service requests in the accreditation
series. Why does it really matter to you as a user? Correctly identify which response highlights the key
benefit of creating a Fully Qualified Service Request.

Answers
1.Special fast-track handling in the Support Queue
2.Minimum delays
3.Minimum delays AND faster resolution
4.The Oracle Support engineer will immediately open a Chat session with you to discuss your
issue
5.None of the above

3. If your systems are down and 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.

Answers
1.TRUE
2.FALSE

4. Which of the following is the best example of a complete Service Request Problem Summary?

Answers
1.Blue screen
2.MySql is experiencing a connection problem
3.Application is slow in the afternoon
4.MySql (using JDBC eWay) is experiencing a connection problem: ClassName not found

5. 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?

Answers
1.Continue logging the Service Request and make a note to review the solutions at a later time
2.Turn off the option to view suggested solutions to speed up your process to create a new SR
3.Exit the Service Request process and do NOT log this Service Request (click Cancel and OK)
4.None of the above
6. When should Severity 1 be selected for your Service Request?

Answers
1.To get immediate attention to your Service Request
2.When your business has stopped functioning due to an issue on your Oracle System,
Software, or Application
3.When your testing system is down
4.When you are considering calling management attention to your issue
5.All of the above

9. Mobile My Oracle Support


1. The Customer User Administrator (CUA) for your organization is able to utilize Mobile My Oracle
Support to REVIEW access requests with just a smart phone and Internet access.

Answers
1.TRUE
2.FALSE

2. What is the best description of Mobile My Oracle Support?

Answers
1.A new type of My Oracle Support Community intended for users who want to review
discussions with their mobile device
2.A version of My Oracle Support that you can download to run on your desktop
3.My Oracle Support web-based application optimized for mobile devices
4.A new messaging system that emails you SR updates via your smart phone
5.None of the above

3. The two main functions you can accomplish in Mobile My Oracle Support are to VIEW and UPDATE
Service Requests and search the knowledge base

Answers
1.TRUE
2.FALSE

4. 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.

Answers
1.TRUE
2.FALSE

5. A best practice to get the most value from Mobile My Oracle Support would be to mark any bugs or
documents 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.

Answers
1.TRUE
2.FALSE
6. 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.

Answers
1.TRUE
2.FALSE

10. Oracle Support Policies


1. What are the recommended ways to locate content about the End Date of support for a product?
Select all that apply.

Answers
1.Use the Certifications tab and review the support-specific content
2.Access oracle.com and locate the technical and lifetime policies under the Support tab
3.Log a Service Request and request information about support dates
4.Call your Oracle Sales or Account Representative

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

Answers
1.Log a Service Request and ask Oracle to send it to you
2.Contact your Oracle Sales representative and ask them to call Oracle Support and send you
the patch
3.Contact your Oracle Sales representative and purchase Extended Software support for your
product that needs patching
4.Use Google to see if the patch is available somewhere on the Internet

3. The Lifetime Support Stages for your Oracle Products are: Premier Support, Extended Support, and
Sustaining Support.

Answers
1.TRUE
2.FALSE

4. What is the BEST method to stay informed about the latest information on Oracle Technical Support
policies?

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

5. For some product and release combinations on the Certifications tab, you may be able to view
Ongoing Support information related to availability of patches for that combination.

Answers
1.TRUE
2.FALSE

6. You want to see a Support Benefits comparison table to understand what is covered in Premier,
Extended, and Sustaining Support. What is the recommended approach to access the table and complete
your review?

Answers
1.Post a question to the Using My Oracle Support Community
2.Locate the Lifetime Support Benefits table on the Oracle Lifetime Support Policies page to
review the details in the comparison table
3.Log a non-technical Service Request
4.Mark the Oracle Lifetime Support Policies (Document 971415.1) a favorite in My Oracle
Support

You might also like