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Sun ZFS Storage Appliance Help Desk Support Consultant – Online Assessment

Sun ZFS Storage Appliance Help Desk Support Consultant – Online Assessment

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Published by Mihail Gheorghe
2013.01.11 Sun ZFS Storage Appliance Help Desk Support Consultant – Online Assessment
2013.01.11 Sun ZFS Storage Appliance Help Desk Support Consultant – Online Assessment

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Creating Customer Value

(Answer all questions in this section)
1. List all benefi ts of using My Oracle Support .
(Choose all correct answers)
ll) lt is Oracle's next generati on support platform. (")
ll) lt is an easy to navigate, web-based portal that provi des personalized, proactive, and collaborative support . (")
0 Answers 1,2 & 3 only
0 Provi des you access to the My Oracle Support Community, where you can parti cipate in discussions, and exchange knowledge with an extensive network of peers and
Oracle experts. (")
ll) lt is the single point -of-entry for all interacti ons with Oracle Support (")
~ Corrrect
2. This regi on contains the capability to drill down and see the details for any of the systems in your collected configurations. You can compare point in time history of your systems
as well, allowing you to identify any changes that have occurred over time.
@ Systems region (")
News region
Getting started region
Draft Service Request regi on
Service Request regi on
~ Corrrect
3. This regi on from the dashboard provi des an overall view of system health across the enterprise, configurati on, or specific targets based on how you have set up your dashboard.
This regi on is only available to those customers who are taking advantage of the Configurati on Manager.
System Health Region (")
Getting started region
@ Service Request region
News Region
Draft Service Request region
0 Incorrect, refer to the Creating Customer Value training for more information
4. This online assessment tool is designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance- with the
goal to help customers get maximum value from their Oracle investments
@ Customer Success Self-Assessment (")
Customer Services Catalog
Sustaining Support
Transfer of Informati on (TOI)
Newsletters
~ Corrrect
5. Patches and Updates tab· This functionality has been complet ely redesigned with the migration from Metalink and Metalink 3 to My Oracle Support . This tab now provi des the user
with a dashboard centric, Patch Home Page allowing the user to:
(Choose all correct answers)
0 Provi des Patch Recommendations making it easier to obtain and deploy fi xes for known cri tical issues (' )
0 1dentifying collections of patches which a customer might want to consider applying as a group. (' )
0 Ability to vi ew and download patches from the Patch Recommendations and Search capability Viewing Patch and Update Information in the My Oracle Support interface (' )
0 Search for patches by Patch Number, Product, Product Family and Saved Searches through the Simple Search option (' )
0 You will be presented with information about how many customers have downloaded that particular patch. (' )
~ Corrrect
Page 1 of 10 ~ ( Summary)
Creating Customer Value
(Answer all questions in this section)
6. This is Oracle's simple, predictable, and the most comprehensive policy available, it helps drive your business by putting you in control of your upgrade strategy success.
Lifetime Support Policy (' )
Premier Support
Extended support
@ Sustaining Support
None of the above
f3 Incorrect, refer to the Creating Customer Value training for more informati on
7. The Inventory and Usage region is available even for those who are not using the Configurati on Manager.
True
@ False (' )
~ Corrrect
8. From this region you can drill down to specific dashboard where you will fi nd the details on what each health check was looking at, the potential system issues, what risk is
involved with the current setting and suggestions for how to miti gate that risk.
Getting started region
System Health Region (' )
Draft Servi ce Request region
@ Servi ce Request region
News Region
f3 Incorrect, refer to the Creating Customer Value training for more information
9. The My Oracle Support framework was created using FLEX Technology from Adobe. Using the Flash vi ewer allowed the fl exibility to design a system that is very user friendly.
@True (' )
False
~ Correct
10. This training resource is built for practical real·worl d situations, allowing you to gain valuable hands·on experi ence as well as use the presented solutions as the foundation for
production implementation, dramatically reducing time to deployment.
@ Oracle By Example (OBE) (')
Sustaining Support
Transfer of Information (TOI)
Customer SeiVices Catalog
Newsletters
~ Corrrect
( Previous) Page 2 of 10 ~ ( Summary)
Creating Customer Val ue
(Answer all questions in this section)
11. Identify the support model described: Support model that provi des information about the latest issues and patches, then you as a customer revi ew what solutions may or may not
apply in your environment.
@Tradi tional support model
Pro-active support model (' )
Predi ctive support model
None of the above
All of the above
f3 Incorrect, refer to the Creating Customer Value training for more information
Oracle's Lifetime Support Poli cy
(Answer all questions in this section)
12. Lifeti me Support supports you at Every Stage of the Applications Life Cycle
@True (' )
False
~ Corrrect
13. Lifeti me Support is only Applicable to which of the following Oracle Products?
JDEdwards
PeopleSoft
Oracle E-Business
Siebel
@All of the above (' )
~ Corrrect
14. It is Oracle's policy to force upgrades aft er a customer has had 10 years in sustaining support .
True
@ False (' )
~ Corrrect
MVSP Overview
(Answer all questions in this section)
15. MVSP can be a replacement for support
@True
False (' )
0 Incorrect. Refer to the Multi-Vendor Support Program Overvi ew training for more information.
( Previous) Page 3 of 10 ~ ( Summary)
MVSP Overview
(Answer all questions in this section)
16. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true?
Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN.
Useful MVSP enrollment informati on can be found on the OPN portal under Support > Learn About Support Offerings and Benefi ts.
@A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. (' )
The MVSP is offered as a value-added benefit at no additi onal costs to Oracle Partners as part of their OPN membership.
A Partner should enroll in the MVSP proactively if they provi de support services to mutual customers.
~ Correct
17. Which of the following statements regarding our value propositi on to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true?
Provi des a consistent, collaborative support process by which to engage with Oracle Support .
@ Provi des a consistent support process for all of a Partne( s support needs, regardless of a Mutual Custome( s involvement. (')
Reduces training commitment by not having to pursue in-depth training on Oracle products you do not support .
Enables practi ces that align with many industry support certifications.
Reduces costs by not having to create and maintain tradi ti onal cooperative support agreements.
~ Correct
18. Which of the following statements reflect the value proposition to our Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)?
(Choose all correct answers)
0 Increases the time to implementation for multi -vendor solutions.
0 Increases the risk and costs associated with owning multi-vendor soluti ons.
0 1mproves response by having all parties involved in the collaborati on. (')
0 Strives to prevent the frustration of "finger-pointing" between vendors and improves overall satisfaction. (' )
0 Provi des enhanced support value for multi-vendor implementations. (')
~ Correct
'-1 vv .. ...... .
19. There are no call rest rict ions with other members at the TSANet Classic level
@True
False(")
a Incorrect. Refer to the Support Program Overview training for more information.
Oracle Support Basics
(Answer all questions in this section)
20. To request Severity 1 Support what should you have in place?
Oracle onsite
SR Escalation
@ 24x7 availability to work with Support (•)
Ability to provide remote access via OCS
Correct
( Previous) Page 4 of 10 ( Summary)
Oracle Support Basics
(Answer all questions in t his section)
21. True or False? An SR should be escalated when the severity assigned does not reflect the true business impact
@True
False (' )
0 Incorrect, refer to the Oracle Support Basics training for more information
22. When should a SR severity be changed?
When escalating a SR
As soon as the SR is opened
@ When the impact on the business changes (' )
Never
t!:i Correct
23. If you wish to escalate further up the Oracle Management chain what must you have in place?
Authorisation from your Oracle Account Manager
An additional business case
OCS session arranged
@ Escalation contacts further up your internal organisation (' )
t!:i Correct
24. Which 3 of the following does My Oracle Support allow you access to?
(Choose all correct answers)
0 Oracle Education Schedules
0 Patches (' )
0 Oracle User Community (' )
0 Bug information (' )
t!:i Correct
25. What can you expect following an escalation request?
@ Oracle Support manager telephones you to discuss your problem and agree to an action plan (")
Support Engineer passes SR to another engineer
Oracle Consultant onsite within 24 hours
24x7 working until problem resolved
~ Correct
( Previous) Page 5 of 10 ~ ( summary)
Oracle Support Basics
(Answer all questions in this section)
26. Which severity should a SR be raised at if there if a minor impact on the business?
Severity1
@ Severity3 (')
Severity 2
Severity 4
~ Correct
27. When a problem in an SR is putting a proj ect milestone at ri sk when would be the most effective time to escalate?
@As soon as the SR is raised
24 hours before the milestone
2 days before the milestone
7-14 days before the milestone (')
f3 Incorrect, refer to the Oracle Support Basics training for more information
28. Before raising an SR which of the following would you not need to do?
Set up an Oracle Collaborative Support session (')
Run diagnostic tools
@ Check My Oracle Support for any resoluti ons to similar issues
Ensure you understand the business impact
G Incorrect, refer to the Oracle Support Basics training for more information
My Oracle Support
(Answer all questions in this section)
29. You can search for particular Document ID using PowerView
@True
False (')
f3 Incorrect. Refer to the Quick Search in My Oracle Support training for more information
30. The Service Request Home Page contains Service Requests, Draft Service Requests and Bug Summary
True (')
@ False
f3 Incorrect. Refer to the Service Request Management training for more information
( Previous) Page 6 of 10 ~ ( Summary)
My Oracle Support
(Answer all questions in this section)
31. How many fil ters can you add using PowerView
@As many as you need (' )
5
None
10
~ Corrrect
32. When creating a new Service Request, you can autofill your request using
(Choose all correct answers)
0 Proj ect Information
0 Service Request Profile (' )
0 System Configuration (' )
0 Default SR Profile
0 Existing Service Request (' )
G Incorrect. Refer to the Service Request Management training for more information
My Oracle Support Community
(Answer all questions in this section)
33. The Main Community Home page or tab is compri sed of a number of regions including My Communities, Rank, Tags, Top Parti cipants, Community Spotlight, recent content,
getting started, news and announcements, and events
@True (' )
False
~ Correct
~ Loorrecr
34. This tab in My Oracle Support community is a way for you to organize and easily find community content.
@Tags tab (')
People fi nder tab
Profile tab
Private Messages tab
Discussions and Documents tab
~ Correct
35. The Main Community Home Page contains links to new member ori entation resources, recorded trainings, FAQs, and a variety of other helpful resources for those of you just
starting out in the communities.
@True (')
False
~ Correct
( Previous) Page 7 of 10 ~ ( Summary)
My Oracle Support Community
(Answer all questions in this section)
36. This is the region where the message from an Oracle Executive is often highlighted.
@The News and Announements region
The Tags region
The Spotlight region (' )
The Recent content region
The Getting started region
0 Incorrect. Refer to the My Oracle Support Community training for more information.
37. This tab in My Oracle Support community shows recentl y created communities content.
People finder tab
Discussions and Documents tab (' )
Tags tab
Private Messages tab
@ Profile tab
0 Incorrect. Refer to the My Oracle Support Community training for more information.
38. In the Rewards and Recognition Program of the My Oracle Support Community, the User Reputation Model calculates points based on member participation, document
contribution, as well as customer and partner feedback.
@True (' )
False
~ Correct
Oracle Collaborative Support Program
(Answer all questions in this section)
39. Which of the following are the benefits of using Oracle Collaborative Support ?
(Choose all correct answers)
0 Faster resolution of issues (' )
0 Provi de training on how to use a Product
0 1mprove Customer Satisfaction (' )
0 Provi de customer with license discounts
0 All of the above
~ Correct
40. Oracle Web Conferencing allows you to do the following
Save a screen snapshot
Share an application
Share Document
Draw on the whiteboard
All of the above (j
~ Correct
( Previous ) Page 8 of10 ~ ( summary)
Oracle Collaborative Support Program
(Answer all questions in this section)
41 . When you enroll for a free eSeminar, the Conference Key is sent through a confirmati on email.
@True (')
False
~ Correct
How to Escalate a Service Request within Oracle Support
(Answer all questions in this section)
42. You can expect the following after requesting for a SeiVice Request escalation
You will receive a call from Oracle Support Manager
The manager will go over your issue with you, making sure there is mutual understanding.
The manager provi des you with an acti on plan
The manager ensures that the appropri ate resources are assigned and all acti ons are completed.
@All of the above (')
~ Correct
43. A Customer should ensure the following before requesting for a SeiVice Request Escalati on
Revi ew the SeiVice Request for correctness of problem statement
Update SR with business impact
Update SR with milestone date
@Assess the appropri ateness of severity level
All of the above (')
G Incorrect. Refer to the How to Escalate a SeiVice Request within Oracle Support training for more information.
Customer Service Soft-skills Training Best Practices
(Answer all questions in this section)
44. To define the difference between mediocre companies, poor performers and Market Leaders
(Choose all correct answers)
0 Know when to say no professionall y to customer requests and provi ding alternate solutions (' )
0 Understand the concept that business cannot exist without satisfied customers who help sustain revenues (')
0 Set reasonable and measureable expectations with their customers (')
0 Create world-class customer contact (')
0 Understand the difference between customer's needs and wants (')
f3 Incorrect. Refer to the Customer Servi ce Soft-skills Training Best Practices training for more information.
45. Understand the difference between what your customers want and what your customers need helps provi de positive customer experience. Provi ding targeted information and advi ce
they can use them to focus more on what they need than on what they think they want.
@True (')
False
~ Correct
( Previous) Page 9 of 10 ~ ( Summary)
Customer Service Soft-skills Training Best Practices
(Answer all questions in this section)
46. Not having answers or know how to obtain information in a timely manner contribute to customer frustration.
@True (')
False
~ Correct
47. What the customers want? Customers want and expect the following from Oracle and it's partners. Select all that applies.
(Choose all correct answers)
0 Be the Center of Attention when they have Needs - they want to feel they have pri ori ty and attention when issues arise. (')
0 expect us to be proactive and to anticipate their wants and needs (')
0 staff needs to be proficient in all available communication options and know when to appropri ately use each (')
0 Effectively read customer's preferred communication style (')
0 None of the above
G Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information.
48. Which of the following statements are true and will make happy customers more happier. (Select all that applies).
(Choose all correct answers)
0 Most customers gladly will accept any documentation or materi als you believe may help them utilize their software more efficientl y. (')
0 Provi de your customers with new product or servi ce information before it is widely disseminated. (')
0 Keep track of the things you have done in the past to make them happy; do more of the same (')
0 Strive toward making your relationships with your customers true partnerships rather than that of just a vendor-customer (')
0 Understand your customers' plans for future utilization, expansion and make the appropri ate recommendations for upgrading to newer or different software or
releases. (')
G Incorrect . Refer to the Customer Servi ce Soft-skills Training Best Practices training for more information.
49. Superi or Ownership Experience is all about relationships, trust, commitment, communication, doing the ri ght thing
@True (')
False
~ Correct
50. Effective Communication skills are NOT essential in developing satisfied customers.
True
@ False (' )
~ Correct
( Previous) Page 10 of 10 ( Summary)
1. This stage
of Life time
Support
provides
technical
support,
including
access to
our online
support
tools,
knowledge
bases, and
technical
support
experts. It
is available
for as long
as you
license
your
Oracle
products.
Mark for Review
(1) Points


Lifetime Support Policy




Premier Support




Extended support




Sustaining Support (*)




None of the above






Corrrect



2. This region allows for quick and easy monitoring of all your open
issues right at the dashboard.
Mark for Review
(1) Points


Knowledge region




Service Requests region (*)




News region




Draft Service Request region




Getting started region






Corrrect



3. It is a support capability that automates the exchange of configuration
information between Oracle Support and our customers, enabling
proactive detection of issues our customers may encounter, and
allowing for faster resolution times in instances where you do run into
an issue.
Mark for Review
(1) Points


Support Diagnostics tool




Remote Diagnostcs Agent




Configuration Manager (*)




Change assistant




Upgrade wizard






Corrrect



4. This resource brings you news, technical content, and technical
updates from the various Oracle Support teams. They are created for
the purpose of enhancing your service experience with Oracle
Support by proactively providing you with valuable information.
Mark for Review
(1) Points


Customer Services Catalog




Sustaining Support




Transfer of Information (TOI)




Newsletters (*)




Lifetime Support Policy






Corrrect



5. This training resource is built for practical real-world situations,
allowing you to gain valuable hands-on experience as well as use the
presented solutions as the foundation for production implementation,
dramatically reducing time to deployment.
Mark for Review
(1) Points


Oracle By Example (OBE) (*)




Sustaining Support




Customer Services Catalog




Newsletters




Transfer of Information (TOI)





Incorrect, refer to the Creating Customer
Value training for more information



6. This is another resource containing recorded discussions during
which development outlines functionality included within new product
releases.
Mark for Review
(1) Points


Sustaining Support




Customer Services Catalog




Transfer of Information (TOI) (*)




Lifetime Support Policy




Newsletters





Incorrect, refer to the Creating Customer
Value training for more information



7. This online assessment tool is designed to share Global Software
Support good practices across 5 domains - Strategy, Process,
People, Technology and Governance – with the goal to help
customers get maximum value from their Oracle investments
Mark for Review
(1) Points



Customer Success Self-Assessment (*)




Newsletters




Customer Services Catalog




Transfer of Information (TOI)




Sustaining Support






Corrrect



8. Identify the support model described: This support model centered
around reactively working customer issues. You work with support on
the issue, identify a solution, and then move to implement that
solution.
Mark for Review
(1) Points


Traditional support model (*)




Pro-active support model




Predictive support model




None of the above




All of the above






Correct



9. To customize the Regions on the Main Dashboard you can drag-and-
drop those you want included and rearrange them according to how
you want them to show up.
Mark for Review
(1) Points


True (*)




False






Correct



10. This a a resource available in oracle.com that provides full list of
services, which presents to customers the complete portfolio of
Oracle Customer Services making it easier to find the right services
based on their solution lifecycle needs.
Mark for Review
(1) Points


Lifetime Support Policy




Newsletters




Sustaining Support




Customer Services Catalog (*)




Transfer of Information (TOI)






Corrrect

11.

Identify the
support
model
described:
This support
model
support
software
Mark for Review
(1) Points
defects are
identified
and
customers
are
automatically
notified of
the potential
problem and
it’s impact.


Traditional support model




Pro-active support model




Predictive support model (*)




None of the above




All of the above






Correct




Oracle's Lifetime Support Policy

(Answer all questions in this section)


12. Extended Support has a what % uplift over the current Premier
support fee for the first year of the Extended Support period.
Mark for Review
(1) Points


15%




5%




20%




10% (*)




2%





Incorrect. Refer to the Lifetime Support
training for more information.



13. Certifications with most New Third Party Products/Versions are
covered under which level(s) of support?
Mark for Review
(1) Points


Premier Support (*)




Extended Support




Sustaining Support




Premier & Extended Support




None of the Above






Corrrect



14. Premier Support Extends for how many years after a product's
release?
Mark for Review
(1) Points



10 years




8 Years




5 years (*)




No limit




1 Year






Corrrect




MVSP Overview

(Answer all questions in this section)


15. which year was TSANet established?
Mark for Review
(1) Points


1990




1991




1993 (*)




1994




1992






Correct



16. There are no call restrictions with other members at the TSANet
Mission Critical level
Mark for Review
(1) Points


True (*)




False






Correct



17. To support mutual customer, MVSP vendor must use customer's
CSI to log SR to Oracle to ensure that the customer is a current
Oracle support customer
Mark for Review
(1) Points


True




False (*)






Correct



18. A "Mutual Customer" under the Multi-Vendor Support Program must
have an active support contract with BOTH Oracle and a
participating Partner.
Mark for Review
(1) Points


True (*)




False






Correct



19. As an active OPN member, you are automatical become OPN-
MVSP benefit.
Mark for Review
(1) Points


True




False (*)






Correct




Oracle Support Basics

(Answer all questions in this section)


20. Which is a valid name of a diagnostic tool for Oracle Server?
Mark for Review
(1) Points


SR (Service Request)




RDA (Remote Diagnostic Agent) (*)




Configuration Manager




OWC (Oracle Webconference)






Correct

21.

Which
severity
should a
SR be
raised at
if there if
a minor
impact on
the
business?
Mark for Review
(1) Points


Severity1




Severity3 (*)




Severity 4




Severity 2






Correct



22. When should a SR severity be changed?
Mark for Review
(1) Points


Never




When the impact on the business changes (*)




When escalating a SR




As soon as the SR is opened






Correct



23. Which of the following is not a benefit of the Oracle Diagnostic Tools?
Mark for Review
(1) Points


Application customers can run proactive tests




Customer can log an SR and leave all action with Oracle until
resolved (*)



Reduces SR ping-pong




Captures customer configuration information






Correct



24. True or False? The first level of escalation will bring Support
Management attention to your SR
Mark for Review
(1) Points


True (*)




False






Correct




My Oracle Support

(Answer all questions in this section)


25. Oracle recommends that customers install CPU Patches immediately
Mark for Review
(1) Points


True (*)




False






Corrrect



26. How many filters can you add using PowerView
Mark for Review
(1) Points


None




1




5




10




As many as you need (*)






Corrrect



27. Lifecycle PowerView Filter requires Configuration
Mark for Review
(1) Points


True (*)




False






Corrrect



28. In what ways can you customize your dashboard
Mark for Review
(1) Points


Minimize and maximize regions




Drag and drop regions




Sort attributes ascending or descending




None of the above




All of the above (*)





Incorrect. Refer to the My Oracle Support
training for more information.




My Oracle Support Community

(Answer all questions in this section)


29. Your Personal Information region in User Profile in My Oracle Support
Community contains
Mark for Review
(1) Points

(Choose all correct answers)



Name (*)




Email (*)




Phone (*)




Race




None of the Above






Correct



30. This tab in My Oracle Support Community is a way for you to organize
and easily find community content.
Mark for Review
(1) Points


Tags tab (*)




People finder tab




Private Messages tab




Profile tab




Discussions and Documents tab





Incorrect. Refer to the My Oracle Support
Community training for more information.



Page 3 of 6


21.

Which
severity
should a
SR be
raised at
if there if
a minor
impact on
the
business?
Mark for Review
(1) Points



Severity1




Severity3 (*)




Severity 4




Severity 2






Correct



22. When should a SR severity be changed?
Mark for Review
(1) Points


Never




When the impact on the business changes (*)




When escalating a SR




As soon as the SR is opened






Correct



23. Which of the following is not a benefit of the Oracle Diagnostic Tools?
Mark for Review
(1) Points


Application customers can run proactive tests




Customer can log an SR and leave all action with Oracle until
resolved (*)



Reduces SR ping-pong




Captures customer configuration information






Correct



24. True or False? The first level of escalation will bring Support
Management attention to your SR
Mark for Review
(1) Points


True (*)




False






Correct




My Oracle Support

(Answer all questions in this section)


25. Oracle recommends that customers install CPU Patches immediately
Mark for Review
(1) Points


True (*)




False






Corrrect



26. How many filters can you add using PowerView
Mark for Review
(1) Points



None




1




5




10




As many as you need (*)






Corrrect



27. Lifecycle PowerView Filter requires Configuration
Mark for Review
(1) Points


True (*)




False






Corrrect



28. In what ways can you customize your dashboard
Mark for Review
(1) Points


Minimize and maximize regions




Drag and drop regions




Sort attributes ascending or descending




None of the above




All of the above (*)





Incorrect. Refer to the My Oracle Support
training for more information.




My Oracle Support Community

(Answer all questions in this section)


29. Your Personal Information region in User Profile in My Oracle Support
Community contains
Mark for Review
(1) Points

(Choose all correct answers)



Name (*)




Email (*)




Phone (*)




Race




None of the Above






Correct



30. This tab in My Oracle Support Community is a way for you to organize
and easily find community content.
Mark for Review
(1) Points


Tags tab (*)




People finder tab




Private Messages tab




Profile tab




Discussions and Documents tab





Incorrect. Refer to the My Oracle Support
Community training for more information.



Page 3 of 6


31.

My Oracle
Support
Community is
set-up using
Categories,
Communities,
Discussions,
and Threads.
Mark for Review
(1) Points


True (*)




False






Correct



32. My Oracle Support Community members have the ability to report
any abuse that may be occurring within a discussion or document
Mark for Review
(1) Points


True (*)




False






Correct



33. By default everyone’s Tags in My Oracle Support Community will
be displayed in the left hand column of the Tag Cloud Region
Mark for Review
(1) Points


True (*)




False






Correct



34. In My Oracle Support Community, once you subscribe, all
community content, including discussions, documents, community
lists, and top participants will be filtered by your subscription
Mark for Review
(1) Points


True (*)




False






Correct




Oracle Collaborative Support Program

(Answer all questions in this section)


35. Voice streaming enables the host to broadcast his voice to
attendees, and the attendees can listen to the host either through
their telephone or through their PC speakers.
Mark for Review
(1) Points


True (*)




False






Correct



36. If you encounter issues in installing Oracle Web Conference
Console , you should
Mark for Review
(1) Points


Try using a different browser




Troubleshoot using New User Test (*)




Contact Oracle Support Hotline




Contact your Network administrator




None of the above






Correct



37. In the OWC Toolbar , click on the following to enable Desktop
Sharing
Mark for Review
(1) Points


Attendee drop down list




Share 'Nothing'




Conference Details button




Share ‘Entire Desktop’ (*)




Chat icon






Correct




Oracle Configuration Manager

(Answer all questions in this section)


38. How are RDA generated configurations created?
Mark for Review
(1) Points


They are created when you install OCM.




They are automatically generated when you run RDA.




They are automatically created when you log an SR with an
RDA output attached. (*)



Oracle Support Engineers create them when they connect
using OWC.



Your My Oracle Support administrator creates them when they
install OCM





Corrrect



39. What are the different types of configurations?
Mark for Review
(1) Points

(Choose all correct answers)



Manually entered




Automatically generated by RDA (*)




Auto collected (*)




Configs associated with projects




All of these





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



40. How often does OCM collect the auto-config data?
Mark for Review
(1) Points


Every time you log an SR against that configuration.




As often as you want - you can set it up as a batch process.




Every 24 hours (*)




Once a week




You run the OCM manually.





Incorrect. Refer to the Software Config
Manager training for more information.
41.

Name two
pro-active
features of
the
Configuration
Manager
Mark for Review
(1) Points

(Choose all correct answers)



System Healthchecks (*)




Patch Advice (*)




SQL Tuning




Configuration Comparison




Hang Analysis






Correct



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


Configuration




Patches and Updates




Collector (*)




Service Requests




Knowledge






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



43. Complete inventory reporting is available ONLY if we are using the
Configuration Manager
Mark for Review
(1) Points


True (*)




False






Correct




Service Request Priority Routing Using Configuration Manager

(Answer all questions in this section)


44. Once the Configuration information is uploaded the customer then
can log Service Requests directly against an uploaded configuration
right from the My Oracle Support Interface
Mark for Review
(1) Points


True (*)




False






Correct




Remote Diagnostics Agents and Database Diagnostic Scripts

(Answer all questions in this section)


45. What is the minimum RDA version required to have RAC multi-node
support
Mark for Review
(1) Points


3.1




3.6




5.3




4.2 (*)




4.7






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



46. Name the types of Service Requests where RDA is essential
Mark for Review
(1) Points

(Choose all correct answers)



ORA-00600 internal errors (*)




Instalaltion and configuration (*)




Performance related issues (*)




Upgrade media requests




Answers to "How To" questions






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



47. 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



48. 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


News and Notes (*)




Certification




Healthcheck region




Collector Download




Knowledge Articles






Correct




How to Escalate a Service Request within Oracle Support

(Answer all questions in this section)


49. You should consider escalating an SR when
Mark for Review
(1) Points

(Choose all correct answers)



you encounter a critical roadblock (*)




you are dissatisfied with the resolution or response to a Service
Request (*)



the SR was raised with the wrong severity




Project deadline is within 10 days (*)




All of the above






Correct



50. If you wish to escalate further up the Oracle Management chain
what must you have in place?
Mark for Review
(1) Points


Authorisation from your Oracle Account Manager




Escalation contacts further up your internal organisation (*)




OCS session arranged




An additional business case






Incorrect. Refer to the How to Escalate a
Service Request within Oracle Support
training for more information.

41.

Name two
pro-active
features of
the
Configuration
Manager
Mark for Review
(1) Points

(Choose all correct answers)



System Healthchecks (*)




Patch Advice (*)




SQL Tuning




Configuration Comparison




Hang Analysis






Correct



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


Configuration




Patches and Updates




Collector (*)




Service Requests




Knowledge






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



43. Complete inventory reporting is available ONLY if we are using the
Configuration Manager
Mark for Review
(1) Points


True (*)




False






Correct




Service Request Priority Routing Using Configuration Manager

(Answer all questions in this section)


44. Once the Configuration information is uploaded the customer then
can log Service Requests directly against an uploaded configuration
right from the My Oracle Support Interface
Mark for Review
(1) Points



True (*)




False






Correct




Remote Diagnostics Agents and Database Diagnostic Scripts

(Answer all questions in this section)


45. What is the minimum RDA version required to have RAC multi-node
support
Mark for Review
(1) Points


3.1




3.6




5.3




4.2 (*)




4.7






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



46. Name the types of Service Requests where RDA is essential
Mark for Review
(1) Points

(Choose all correct answers)



ORA-00600 internal errors (*)




Instalaltion and configuration (*)




Performance related issues (*)




Upgrade media requests




Answers to "How To" questions






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



47. 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



48. 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


News and Notes (*)




Certification




Healthcheck region




Collector Download




Knowledge Articles






Correct




How to Escalate a Service Request within Oracle Support

(Answer all questions in this section)


49. You should consider escalating an SR when
Mark for Review
(1) Points

(Choose all correct answers)



you encounter a critical roadblock (*)




you are dissatisfied with the resolution or response to a Service
Request (*)



the SR was raised with the wrong severity




Project deadline is within 10 days (*)




All of the above






Correct



50. If you wish to escalate further up the Oracle Management chain
what must you have in place?
Mark for Review
(1) Points


Authorisation from your Oracle Account Manager




Escalation contacts further up your internal organisation (*)




OCS session arranged




An additional business case






Incorrect. Refer to the How to Escalate a
Service Request within Oracle Support
training for more information.

5. This training
resource is built
for practical real-
world situations,
allowing you to
gain valuable
hands-on
experience as
well as use the
presented
solutions as the
foundation for
production
implementation,
dramatically
reducing time to
deployment.
Mark for Review
(1) Points



Sustaining Support




Newsletters




Transfer of Information (TOI)




Oracle By Example (OBE) (*)




Customer Services Catalog





Incorrect, refer to the Creating Customer
Value training for more information
7. Patches and
Updates tab-
This
functionality
has been
completely
redesigned
with the
migration
from Metalink
and Metalink
3 to My
Oracle
Support. This
tab now
provides the
user with a
dashboard
centric,
Patch Home
Page
allowing the
user to:
Mark for Review
(1) Points

(Choose all correct answers)



Ability to view and download patches from the Patch Recommendations
and Search capability Viewing Patch and Update Information in the My
Oracle Support interface (*)



Identifying collections of patches which a customer might want to
consider applying as a group. (*)



Search for patches by Patch Number, Product, Product Family and
Saved Searches through the Simple Search option (*)



Provides Patch Recommendations making it easier to obtain and deploy
fixes for known critical issues (*)



You will be presented with information about how many customers have
downloaded that particular patch. (*)




Incorrect, refer to the Creating Customer Value
training for more information
21. Which of the
following does
not apply to
Oracle
Collaborative
Support?
Mark for Review
(1) Points



Used by Support Engineers to demonstrate functionality (*)




Used by Support Engineers for problem verification




Used by Support Engineers for real time viewing of error messages and
log and trace files



Accessed via My Oracle Support





Incorrect, refer to the Oracle Support Basics
training for more information
28. This tab in
the My
Oracle
Support
community
is where
your contact
information
including an
alias can be
defined and
updated.
Mark for Review
(1) Points


Profile tab (*)




Discussions tab




Tags tab




People finder tab




Private Messages tab





Incorrect. Refer to the My Oracle Support
Community training for more information
31. When you
enroll for a
free
eSeminar,
the
Conference
Key is sent
through a
confirmation
email.
Mark for Review
(1) Points



True (*)




False






Correct

38.

Looking at
historical
configuration
data, some
dates may be
greyed out.
Why?
Mark for Review
(1) Points



Older records are not preserved




No collection was made on such dates (*)




Weekends or public holidays




Only random dates are made available




All of the above






Correct

39.

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 (*)






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



40. 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

50.

High
Customer
Satisfaction
means:
Mark for Review
(1) Points

(Choose all correct answers)



Reducing the number of service requests (*)




Reducing the time to resolve issues (*)




Lowering the number of escalation (*)




1 & 2 only




None of the above





Incorrect. Refer to the Customer Service Soft-skills Training
Best Practices training for more information.


1. Which of the following products compete directly with the Sun Storage 6780 A
rray? Mark for Review
(1) Points

EMC CX4-480 and EMC CX4-960

HDS AMS2300 and HDS AMS2500

HP EVA 8100

All of the above (*)


Correct


2. Drives from FLA300 and FLC200 trays are not compatible with CSM 200 and dr
ives for the CSM 200 are not compatible with older trays because______________.
Mark for Review
(1) Points

The drives in the FLA300 and the FLC200 are on what is called a Carrier Blade
and they will not physically fit in the CMS 200 tray.

The drives in the FLA300 and the FLC200 do fit and can be interchanged becau
se of DACstore technology.

The drives do fit, you just cant mix 2 Gb/sec drives and 4 Gb/sec drives in t
he same tray.

The drives in the FLA300 and the FLC200 are in larger canisters and will not
physically fit in the CSM 200 tray. (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


3. Which of the following competitors of Sun Storage does not use Storage Per
formance Council for independent performance testing for their arrays? Mark for
Review
(1) Points

HP

IBM

HDS

EMC (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


4. Which of the following products are not supported by CAM 6.0? Mark for Re
view
(1) Points

(Choose all correct answers)

CAM supports all storage arrays currently sold by Sun

The FLX240, FLX280 and FLX380 storage arrays (*)

The 9900 Series arrays (*)

The 6780, 6140, 6580, 2530, and 2540 arrays


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


5. All controller trays optical SFP and I/O modules' copper interconnect conn
ections are designed with_________. Mark for Review
(1) Points

Dual-Link Capacity technology

Ultra-Scale technology

DACstore technology

Port bypass technology (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
6. The CSM 200 drive tray holds a maximum of ______ drives. Mark for Review
(1) Points

16 (*)

12

112

14


Correct


7. Why does 6780 have four Ethernet Ports? Mark for Review
(1) Points

Two ports for remote management over the network, one for each controller. T
wo ports for connecting to NAS storage devices.

Two ports for remote management over the network, one for each controller. T
wo ports for authorized service personnel troubleshooting and diagnostics, one f
or each controller. (*)

This is incorrect. There are only three Ethernet ports.

Two ports for authorized service personnel troubleshooting and diagnostics,
one for each controller. Two ports for use in future upgrades.


Correct


8. The new Sun Storage 6780 has________________ that allows businesses to imp
rove productivity and drive topline growth by supporting more transactions in th
e same data center footprint and grow the storage and bandwidth capacity without
sacrifice across IOPs. Mark for Review
(1) Points

CAM with pre-configured support and certification

Both of these

Multidimensional scalability (*)

None of these


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


9. The 6580 has a maximum of _____ Gb data cache. Mark for Review
(1) Points

32

16

4

8 (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


10. Which of the following statements defines a storage pool? Mark for Revie
w
(1) Points

A collection of volumes that share a profile defining the common configurati
on of the volumes.

A set of attributes that can be applied to a pool to allocate storage, inste
ad of having to set each attribute individually. (*)

A set of drives that the controller logically groups together to provide one
or more volumes to an application host.

A logical structure on a storage system and is created by slicing a virtual
disk into a stripe set with a defined capacity.


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
11. SATA drives can be mixed with either 2 Gb/sec or 4 Gb/sec FC drives in the
same tray. Mark for Review
(1) Points

True (*)

False


Correct


12. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________
____. Mark for Review
(1) Points

The drives will not be seen by the tray and will just be ignored. (*)

All of the drives will run at the slower speed - 2 Gb/sec.

The 2 Gb/sec drives will run at 4 Gb/sec.

The drives will run at 2 Gb/sec.


Correct


13. The back-end design of 6780 has___________________. Select all that apply
. Mark for Review
(1) Points

(Choose all correct answers)

2 Ethernet Ports

A maximum of 4 drives per dual-loop

Short, quick drive loops that reduce latency and create more responsive appl
ications (*)

16 switched drive ports (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


14. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4
Gb/sec speeds like the FC drives? Mark for Review
(1) Points

They are actually 4 Gb/sec drives.

A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin
k capability.

A SATA Interface Card (SIC)which provides these drives with a dual-link capa
bility. (*)

They can only perform at 3 Gb/sec speeds.


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


15. ______________competes directly with EMC CX4-480 in capacity and EMC CX4-
960 in performance. Mark for Review
(1) Points

6780 (*)

6580

6140

2540


Correct
16. SANtricity is still available________________. Mark for Review
(1) Points

as a purchasable option to existing SANtricity customers only, requiring Bus
iness Unit approval prior to ship. (*)

is no longer available.

as a free software package to all customers.

as a purchasable option only.


Correct


17. Integrated data services usage requires a purchased license key. Mark fo
r Review
(1) Points

True (*)

False


Correct


18. The 6580 array supports 16 drive trays while 6780 supports___ drive trays
. Mark for Review
(1) Points

28 (*)

19

14

16


Correct


19. Which of the following is one of the major features of the DACstore? Mar
k for Review
(1) Points

DACstore exists on every drive and can be read by all LSI controllers. (*)

DACstore is no longer available except to existing SANtricity customers.

Customers recognize huge ROI as DACstore information can be read by any cont
roller in any other vendors controller tray.

DACstore allows end users to pull drives from a 6140/6540 and place them in
an EMC CX30 Series array.


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


20. 6580 and 6780 offer the same number of 4 GB/s FC host ports. Mark for Re
view
(1) Points

True

False (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
21. Oracle will not be supporting the Linux OS? Mark for Review
(1) Points

True

False (*)


Corrrect


22. By what percentage can Configuration Support Manager increase Service Req
uest Resolution time ? Mark for Review
(1) Points

20%

50%

10%

80%

40% (*)


Corrrect


23. Extended Support continues for how many years after Premier Support? Mar
k for Review
(1) Points

6 months

3 Years (*)

8 Years

15 Years

1 Years


Corrrect


24. Configuration Support Manager can prepopulate a Service Request with conf
iguration data? Mark for Review
(1) Points

True (*)

False


Corrrect


25. Maintenance Wizard is a support tool for Siebel based products? Mark for
Review
(1) Points

True

False (*)


Incorrect. Refer to the Value of Support training for more information.
26. Superior Ownership Experience is Oracle's commitment to maximize the value
of customer's enterprise software by which of the following? Mark for Review
(1) Points

Reduce Total Cost of Ownership

Maximize Return

Minimize Risk

Build Relationships for Partner & Customer Success

All of the Above (*)


Incorrect. Refer to the Value of Support training for more information.


27. Which of the following are examples of Proactive Preventative Support off
erings? Mark for Review
(1) Points

(Choose all correct answers)

HealthChecks (*)

DBA

RDA

Configuration Support Manager (*)

Maintenance Wizard (*)


Incorrect. Refer to the Value of Support training for more information.


28. The Global Support Infrastructure is made up of which of the following?
Mark for Review
(1) Points

(Choose all correct answers)

20,000 Software Developers

24X7 Mission Critical Support (*)

7000+ Support Professionals (*)

50 Local Languages

12X5 Mission Critical Support


Corrrect


29. ACS Solution Support Center provides which of the following service offer
ings? Mark for Review
(1) Points

(Choose all correct answers)

Service Delivery Manager

High Speed Access

In-House Support Representation

24x7 Systems Monitoring (*)

Preventative Maintenance (*)


Corrrect


30. Technical Account Management and Expert Services came from the PeopleSoft
Acquisition Mark for Review
(1) Points

True

False (*)


Incorrect. Refer to the Value of Support training for more information.
31. Which of the following are modules of Oracle Premier Support? Mark for Rev
iew
(1) Points

(Choose all correct answers)

Proactive Automated Support (*)

Global Support Outerstructure

Lifetime Support (*)

Product Enhancement and Updates (*)

Ecosystem Support (*)


Incorrect. Refer to the Lifetime Support training for more information.


32. Lifetime Support Supports you at Every Stage of the Applications Life Cyc
le Mark for Review
(1) Points

True (*)

False


Corrrect


33. Certifications of New Oracle Products are covered under which level(s) of
support? Mark for Review
(1) Points

Premier Support

Extended Support

Lifetime Support

Premier & Extended Support (*)

None of the Above


Corrrect


34. Oracle has how many User Groups? Mark for Review
(1) Points

400+ (*)

100+

1,200+

50+

1,000+


Corrrect


35. Premier Support Extends for how many years after a product's release? Ma
rk for Review
(1) Points

No limit

8 Years

1 Year

10 years

5 years (*)


Corrrect
36. In Applications Unlimited, Customer Driven Product Roadmaps represent more
of what to our customers? Mark for Review
(1) Points

More Choice

More Value

More Visibility (*)

More Time

All of the above


Incorrect. Refer to the Lifetime Support training for more information.


37. Certifications with New Third Party Products/Versions are covered under w
hich level(s) of support? Mark for Review
(1) Points

Premier Support (*)

Extended Support

Lifetime Support

Premier & Extended Support

None of the Above


Incorrect. Refer to the Lifetime Support training for more information.


38. Year 6 has a what % uplift over the current Premier support fee. Mark fo
r Review
(1) Points

2%

10% (*)

5%

20%

15%


Incorrect. Refer to the Lifetime Support training for more information.


39. It is Oracle's policy to force upgrades after a customer has had 10 years
in sustaining support. Mark for Review
(1) Points

True

False (*)


Incorrect. Refer to the Lifetime Support training for more information.




Multi-Vendor Support Program (MVSP)
(Answer all questions in this section)

40. Which of the following statements are Partner requirements for participat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points

(Choose all correct answers)

Partner must apply and received confirmation of acceptance for use of the MV
SP benefit. (*)

Partner must be accepted into all Product Focus Areas in order to participat
e in the MVSP.

Partner must be a current OPN member in good standing. (*)

Partner must be trained on all Oracle products they wish to engage with Orac
le Support through the MVSP.

Partner must have a published profile in OPN Solutions Catalog. (*)


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.
41. Which of the following statements regarding our value proposition to our Pa
rtners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review

(1) Points

Reduces training commitment by not having to pursue in-depth training on Ora
cle products you do not support.

Reduces costs by not having to create and maintain traditional cooperative s
upport agreements.

Provides a consistent support process for all of a Partner's support needs,
regardless of a Mutual Customer's involvement. (*)

Enables practices that align with many industry support certifications.

Provides a consistent, collaborative support process by which to engage with
Oracle Support.


Correct


42. Which of the following statements are Partner requirements for collaborat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points

(Choose all correct answers)

As part of the MVSP, Partners have the option of collaborating with Oracle S
upport on a Mutual Customer support issue.

Partner must provide the Mutual Customers support identification number when
collaborating with Oracle Support. (*)

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

Partner must provide and maintain standard contact and escalation informatio
n for the MVSP. (*)

Partner must direct Mutual Customers to contact Oracle Support directly on O
racle-related issues.


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


43. A "Mutual Customer" under the Multi-Vendor Support Program must have an a
ctive support contract with BOTH Oracle and a participating Partner. Mark for R
eview
(1) Points

True (*)

False


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


44. Which of the following statements regarding enrollment in the Multi-Vendo
r Support Program (MVSP) is NOT true? Mark for Review
(1) Points

A partner should wait to enroll in the MVSP until they encounter a multi-ven
dor support issue from a mutual customer. (*)

The MVSP is offered as a value-added benefit at no additional costs to Oracl
e Partners as part of their OPN membership.

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS
P portal page on OPN.

Useful MVSP enrollment information can be found on the OPN portal under Supp
ort > Learn About Support Offerings and Benefits.

A Partner should enroll in the MVSP proactively if they provide support serv
ices to mutual customers.


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


45. Which of the following statements reflect the value proposition to our Mu
tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for
Review
(1) Points

(Choose all correct answers)

Increases the risk and costs associated with owning multi-vendor solutions.

Strives to prevent the frustration of finger-pointing between vendors and impr
oves overall satisfaction. (*)

Increases the time to implementation for multi-vendor solutions.

Improves response by having all parties involved in the collaboration. (*)

Provides enhanced support value for multi-vendor implementations. (*)


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.
1. The CSM 200 drive tray holds a maximum of ______ drives. Mark for Review
(1) Points

16 (*)

112

12

14


Correct


2. Which of the following products compete directly with the Sun Storage 6780
Array? Mark for Review
(1) Points

EMC CX4-480 and EMC CX4-960

HDS AMS2300 and HDS AMS2500

HP EVA 8100

All of the above (*)


Correct


3. The 6580 array supports 16 drive trays while 6780 supports___ drive trays.
Mark for Review
(1) Points

28 (*)

16

14

19


Correct


4. Which of the following competitors of Sun Storage does not use Storage Per
formance Council for independent performance testing for their arrays? Mark for
Review
(1) Points

HP

EMC (*)

IBM

HDS


Correct


5. Which of the following products are not supported by CAM 6.0? Mark for Re
view
(1) Points

(Choose all correct answers)

The 9900 Series arrays (*)

CAM supports all storage arrays currently sold by Sun

The 6780, 6140, 6580, 2530, and 2540 arrays

The FLX240, FLX280 and FLX380 storage arrays (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
6. Common management and data services across the entire 6000-series product li
ne is a must. Mark for Review
(1) Points

True (*)

False


Correct


7. The 6580 has a maximum of _____ Gb data cache. Mark for Review
(1) Points

4

8 (*)

32

16


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


8. The four main value propositions for the 6140 arrays are__________________
__. Mark for Review
(1) Points

Fast availability, non-disruptive time-to-benefit, highly flexible, lower co
st

Fast time-to-benefit, non-disruptive flexibility, high availability systems,
and lower overall costs (*)

Highly time-to-benefit, lower flexibility, fast availability systems, and lo
wer overall costs

Fast time-to-market, semi-disruptive flexibility, highly available systems,
and lower TCO


Correct


9. SANtricity is still available________________. Mark for Review
(1) Points

is no longer available.

as a purchasable option to existing SANtricity customers only, requiring Bus
iness Unit approval prior to ship. (*)

as a free software package to all customers.

as a purchasable option only.


Correct


10. ______________competes directly with EMC CX4-480 in capacity and EMC CX4-
960 in performance. Mark for Review
(1) Points

6140

2540

6780 (*)

6580


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
11. When using Snapshot, multiple point-in-time images can be made available to
restore data to a more recent time_________. Mark for Review
(1) Points

By looking at the scoreboard and picking a time right before the failure to
restore to.

In order to restore lost or damaged files the snapshot copy must be mounted
and the files copied from the snapshot copy back to the base volume. (*)

Snapshot is not available for the 6140, 6580, or 6780 arrays.

Using the rollback feature.


Correct


12. The new Sun Storage 6780 has________________ that allows businesses to im
prove productivity and drive topline growth by supporting more transactions in t
he same data center footprint and grow the storage and bandwidth capacity withou
t sacrifice across IOPs. Mark for Review
(1) Points

None of these

Both of these

Multidimensional scalability (*)

CAM with pre-configured support and certification


Correct


13. In CAM the alarms are linked to________. Mark for Review
(1) Points

The Command Line Interface

Service Procedures in the Service Advisor (*)

The call home feature through the Ethernet port

Remote monitoring and the local Sun Service team


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


14. 2 Gb/sec and 4 Gb/sec FC drives can be mixed in the same tray. Mark for
Review
(1) Points

True

False (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


15. Which of the following is one of the major features of the DACstore? Mar
k for Review
(1) Points

DACstore exists on every drive and can be read by all LSI controllers. (*)

Customers recognize huge ROI as DACstore information can be read by any cont
roller in any other vendors controller tray.

DACstore is no longer available except to existing SANtricity customers.

DACstore allows end users to pull drives from a 6140/6540 and place them in
an EMC CX30 Series array.


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
16. 6580 and 6780 offer the same number of 4 GB/s FC host ports. Mark for Revi
ew
(1) Points

True

False (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


17. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4
Gb/sec speeds like the FC drives? Mark for Review
(1) Points

A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin
k capability.

They are actually 4 Gb/sec drives.

They can only perform at 3 Gb/sec speeds.

A SATA Interface Card (SIC)which provides these drives with a dual-link capa
bility. (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


18. Which of the following features is one of the dynamic reconfiguration fea
tures offered by 6580 and 6780? Mark for Review
(1) Points

Volume Expansion

RAID Migration

Controller Firmware Upgrades

All of the above (*)


Correct


19. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________
____. Mark for Review
(1) Points

All of the drives will run at the slower speed - 2 Gb/sec.

The 2 Gb/sec drives will run at 4 Gb/sec.

The drives will run at 2 Gb/sec.

The drives will not be seen by the tray and will just be ignored. (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


20. All controller trays optical SFP and I/O modules' copper interconnect con
nections are designed with_________. Mark for Review
(1) Points

Port bypass technology (*)

Dual-Link Capacity technology

DACstore technology

Ultra-Scale technology


Correct
21. Configuration Support Manager can prepopulate a Service Request with config
uration data? Mark for Review
(1) Points

True (*)

False


Corrrect


22. Which 2 of the following are benefits of running HealthChecks? Mark for
Review
(1) Points

(Choose all correct answers)

Reduced Cost (*)

Optimized System Performance (*)

Increased Risk

Active Problem Avoidance

None of the Above


Incorrect. Refer to the Value of Support training for more information.


23. Ecosystem Support consists of which of the following? Mark for Review
(1) Points

Knowledge Management Tools

Web-based Support

Joint Escalation Teams (JET) (*)

Grass-Roots Support

Specialized Oracle Support Services


Corrrect


24. The Global Support Infrastructure is made up of which of the following?
Mark for Review
(1) Points

(Choose all correct answers)

50 Local Languages

12X5 Mission Critical Support

24X7 Mission Critical Support (*)

7000+ Support Professionals (*)

20,000 Software Developers


Corrrect


25. Extended Support continues for how many years after Premier Support? Mar
k for Review
(1) Points

1 Years

3 Years (*)

8 Years

6 months

15 Years


Corrrect
26. Technical Account Management and Expert Services came from the PeopleSoft A
cquisition Mark for Review
(1) Points

True

False (*)


Incorrect. Refer to the Value of Support training for more information.


27. By how much time can Configuration Support Manager reduce time to log a S
ervice Request ? Mark for Review
(1) Points

10%

75%

30% (*)

5%

50%


Corrrect


28. ACS Solution Support Center provides which of the following service offer
ings? Mark for Review
(1) Points

(Choose all correct answers)

24x7 Systems Monitoring (*)

High Speed Access

In-House Support Representation

Preventative Maintenance (*)

Service Delivery Manager


Incorrect. Refer to the Value of Support training for more information.


29. Superior Ownership Experience is Oracle's commitment to maximize the valu
e of customer's enterprise software by which of the following? Mark for Review
(1) Points

Reduce Total Cost of Ownership

Maximize Return

Minimize Risk

Build Relationships for Partner & Customer Success

All of the Above (*)


Corrrect


30. Maintenance Wizard is a support tool for Siebel based products? Mark for
Review
(1) Points

True

False (*)


Incorrect. Refer to the Value of Support training for more information.
31. In Applications Unlimited, Customer Driven Product Roadmaps represent more
of what to our customers? Mark for Review
(1) Points

More Choice

More Value

More Visibility (*)

More Time

All of the above


Corrrect


32. It is Oracle's policy to force upgrades after a customer has had 10 years
in sustaining support. Mark for Review
(1) Points

True

False (*)


Incorrect. Refer to the Lifetime Support training for more information.


33. Which of the following are modules of Oracle Premier Support? Mark for R
eview
(1) Points

(Choose all correct answers)

Proactive Automated Support (*)

Global Support Outerstructure

Lifetime Support (*)

Ecosystem Support (*)

Product Enhancement and Updates (*)


Incorrect. Refer to the Lifetime Support training for more information.


34. Lifetime Support Supports you at Every Stage of the Applications Life Cyc
le Mark for Review
(1) Points

True (*)

False


Corrrect


35. Certifications of New Oracle Products are covered under which level(s) of
support? Mark for Review
(1) Points

Premier Support

Extended Support

Lifetime Support

Premier & Extended Support (*)

None of the Above


Corrrect
36. Premier Support Extends for how many years after a product's release? Mark
for Review
(1) Points

5 years (*)

8 Years

1 Year

10 years

No limit


Incorrect. Refer to the Lifetime Support training for more information.


37. Lifetime Support is only Applicable to which of the following Oracle Prod
ucts? Mark for Review
(1) Points

JDEdwards

PeopleSoft

Oracle Ebusiness

Siebel

All of the above (*)


Corrrect


38. While in Sustaining Support, the pricing is equal to pricing as if in Pre
mier Support Mark for Review
(1) Points

True (*)

False


Corrrect


39. Year 6 has a what % uplift over the current Premier support fee. Mark fo
r Review
(1) Points

15%

2%

20%

5%

10% (*)


Incorrect. Refer to the Lifetime Support training for more information.




Multi-Vendor Support Program (MVSP)
(Answer all questions in this section)

40. A "Mutual Customer" under the Multi-Vendor Support Program must have an a
ctive support contract with BOTH Oracle and a participating Partner. Mark for R
eview
(1) Points

True (*)

False


Correct
41. Which of the following statements regarding enrollment in the Multi-Vendor
Support Program (MVSP) is NOT true? Mark for Review
(1) Points

The MVSP is offered as a value-added benefit at no additional costs to Oracl
e Partners as part of their OPN membership.

A Partner should enroll in the MVSP proactively if they provide support serv
ices to mutual customers.

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS
P portal page on OPN.

A partner should wait to enroll in the MVSP until they encounter a multi-ven
dor support issue from a mutual customer. (*)

Useful MVSP enrollment information can be found on the OPN portal under Supp
ort > Learn About Support Offerings and Benefits.


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


42. Which of the following statements are Partner requirements for participat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points

(Choose all correct answers)

Partner must be accepted into all Product Focus Areas in order to participat
e in the MVSP.

Partner must be trained on all Oracle products they wish to engage with Orac
le Support through the MVSP.

Partner must have a published profile in OPN Solutions Catalog. (*)

Partner must apply and received confirmation of acceptance for use of the MV
SP benefit. (*)

Partner must be a current OPN member in good standing. (*)


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


43. Which of the following statements are Partner requirements for collaborat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points

(Choose all correct answers)

Partner must direct Mutual Customers to contact Oracle Support directly on O
racle-related issues.

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

Partner must provide the Mutual Customers support identification number when
collaborating with Oracle Support. (*)

Partner must provide and maintain standard contact and escalation informatio
n for the MVSP. (*)

As part of the MVSP, Partners have the option of collaborating with Oracle S
upport on a Mutual Customer support issue.


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


44. Which of the following statements reflect the value proposition to our Mu
tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for
Review
(1) Points

(Choose all correct answers)

Increases the time to implementation for multi-vendor solutions.

Increases the risk and costs associated with owning multi-vendor solutions.

Improves response by having all parties involved in the collaboration. (*)

Strives to prevent the frustration of finger-pointing between vendors and impr
oves overall satisfaction. (*)

Provides enhanced support value for multi-vendor implementations. (*)


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


45. Which of the following statements regarding our value proposition to our
Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi
ew
(1) Points

Provides a consistent, collaborative support process by which to engage with
Oracle Support.

Provides a consistent support process for all of a Partner's support needs,
regardless of a Mutual Customer's involvement. (*)

Reduces training commitment by not having to pursue in-depth training on Ora
cle products you do not support.

Reduces costs by not having to create and maintain traditional cooperative s
upport agreements.

Enables practices that align with many industry support certifications.


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.





1. Which of the following features is one of the dynamic reconfiguration featu
res offered by 6580 and 6780? Mark for Review
(1) Points

Volume Expansion

RAID Migration

Controller Firmware Upgrades

All of the above (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


2. In CAM the alarms are linked to________. Mark for Review
(1) Points

The call home feature through the Ethernet port

Service Procedures in the Service Advisor (*)

The Command Line Interface

Remote monitoring and the local Sun Service team


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


3. All controller trays optical SFP and I/O modules' copper interconnect conn
ections are designed with_________. Mark for Review
(1) Points

Ultra-Scale technology

DACstore technology

Dual-Link Capacity technology

Port bypass technology (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


4. Why does 6780 have four Ethernet Ports? Mark for Review
(1) Points

Two ports for remote management over the network, one for each controller. T
wo ports for connecting to NAS storage devices.

This is incorrect. There are only three Ethernet ports.

Two ports for remote management over the network, one for each controller. T
wo ports for authorized service personnel troubleshooting and diagnostics, one f
or each controller. (*)

Two ports for authorized service personnel troubleshooting and diagnostics,
one for each controller. Two ports for use in future upgrades.


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


5. ______________competes directly with EMC CX4-480 in capacity and EMC CX4-9
60 in performance. Mark for Review
(1) Points

6780 (*)

6140

6580

2540


Correct
6. The new Sun Storage 6780 has________________ that allows businesses to impro
ve productivity and drive topline growth by supporting more transactions in the
same data center footprint and grow the storage and bandwidth capacity without s
acrifice across IOPs. Mark for Review
(1) Points

Both of these

None of these

CAM with pre-configured support and certification

Multidimensional scalability (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


7. Which of the following products compete directly with the Sun Storage 6780
Array? Mark for Review
(1) Points

EMC CX4-480 and EMC CX4-960

HDS AMS2300 and HDS AMS2500

HP EVA 8100

All of the above (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


8. When using Snapshot, multiple point-in-time images can be made available t
o restore data to a more recent time_________. Mark for Review
(1) Points

Using the rollback feature.

Snapshot is not available for the 6140, 6580, or 6780 arrays.

In order to restore lost or damaged files the snapshot copy must be mounted
and the files copied from the snapshot copy back to the base volume. (*)

By looking at the scoreboard and picking a time right before the failure to
restore to.


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


9. Which of the following 6000-series products is the highest performer on SP
C-2 Test? Mark for Review
(1) Points

6140

6780 (*)

6580


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


10. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________
____. Mark for Review
(1) Points

All of the drives will run at the slower speed - 2 Gb/sec.

The drives will run at 2 Gb/sec.

The 2 Gb/sec drives will run at 4 Gb/sec.

The drives will not be seen by the tray and will just be ignored. (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
11. 6140 Arrays can concurrently support multiple RAID levels with drive mixing
technologies. Mark for Review
(1) Points

True (*)

False


Correct


12. Drives from FLA300 and FLC200 trays are not compatible with CSM 200 and d
rives for the CSM 200 are not compatible with older trays because______________.
Mark for Review
(1) Points

The drives do fit, you just cant mix 2 Gb/sec drives and 4 Gb/sec drives in t
he same tray.

The drives in the FLA300 and the FLC200 are on what is called a Carrier Blade
and they will not physically fit in the CMS 200 tray.

The drives in the FLA300 and the FLC200 do fit and can be interchanged becau
se of DACstore technology.

The drives in the FLA300 and the FLC200 are in larger canisters and will not
physically fit in the CSM 200 tray. (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


13. The four main value propositions for the 6140 arrays are_________________
___. Mark for Review
(1) Points

Fast time-to-market, semi-disruptive flexibility, highly available systems,
and lower TCO

Fast availability, non-disruptive time-to-benefit, highly flexible, lower co
st

Highly time-to-benefit, lower flexibility, fast availability systems, and lo
wer overall costs

Fast time-to-benefit, non-disruptive flexibility, high availability systems,
and lower overall costs (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


14. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4
Gb/sec speeds like the FC drives? Mark for Review
(1) Points

A SATA Interface Card (SIC)which provides these drives with a dual-link capa
bility. (*)

A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin
k capability.

They are actually 4 Gb/sec drives.

They can only perform at 3 Gb/sec speeds.


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


15. Besides cache size, how do you differentiate between the 6140 - 2 GB cach
e and 6140 - 4 GB cache controllers? Mark for Review
(1) Points

The 6140 - 2 GB has 1 CPU and the 6140 - 4 GB has 2 CPUs.

The 6140 - 2 GB has a 670 MHz CPU and the 6140 - 4 GB has 1.24 MHz CPU.

The only difference is the cache size.

The 6140 - 2 GB has two 4 Gb/s host ports per controller and the 6140 - 4 GB
has four 4 - Gb/s host ports per controller. (*)


Correct
16. The 6580 has a maximum of _____ Gb data cache. Mark for Review
(1) Points

16

32

8 (*)

4


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


17. 6580 and 6780 offer the same number of 4 GB/s FC host ports. Mark for Re
view
(1) Points

True

False (*)


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


18. Which of the following products are not supported by CAM 6.0? Mark for R
eview
(1) Points

(Choose all correct answers)

The 9900 Series arrays (*)

The FLX240, FLX280 and FLX380 storage arrays (*)

CAM supports all storage arrays currently sold by Sun

The 6780, 6140, 6580, 2530, and 2540 arrays


Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.


19. The 6140 controller tray______________. Mark for Review
(1) Points

holds two IOM modules.

is available in two options: the 6140 2 GB cache and the 6140 4 GB cache. (*
)

None of these

uses the same CRU components as the 6780.


Correct


20. Common management and data services across the entire 6000-series product
line is a must. Mark for Review
(1) Points

True (*)

False


Correct
21. By how much time can Configuration Support Manager reduce time to log a Ser
vice Request ? Mark for Review
(1) Points

5%

75%

10%

30% (*)

50%


Corrrect


22. Technical Account Management and Expert Services came from the PeopleSoft
Acquisition Mark for Review
(1) Points

True

False (*)


Incorrect. Refer to the Value of Support training for more information.


23. ACS Solution Support Center provides which of the following service offer
ings? Mark for Review
(1) Points

(Choose all correct answers)

High Speed Access

Preventative Maintenance (*)

Service Delivery Manager

In-House Support Representation

24x7 Systems Monitoring (*)


Incorrect. Refer to the Value of Support training for more information.


24. Maintenance Wizard is which of the following? Mark for Review
(1) Points

An Automated SR Writer

A Powerful Upgrade Assistance Tool (*)

A Powerful Diagnostic Tool

RDA


Incorrect. Refer to the Value of Support training for more information.


25. The Global Support Infrastructure is made up of which of the following?
Mark for Review
(1) Points

(Choose all correct answers)

20,000 Software Developers

24X7 Mission Critical Support (*)

7000+ Support Professionals (*)

50 Local Languages

12X5 Mission Critical Support


Corrrect
26. Which 2 of the following are benefits of running HealthChecks? Mark for Re
view
(1) Points

(Choose all correct answers)

Reduced Cost (*)

Optimized System Performance (*)

Increased Risk

Active Problem Avoidance

None of the Above


Incorrect. Refer to the Value of Support training for more information.


27. Oracle will not be supporting the Linux OS? Mark for Review
(1) Points

True

False (*)


Corrrect


28. By what percentage can Configuration Support Manager increase Service Req
uest Resolution time ? Mark for Review
(1) Points

20%

10%

40% (*)

80%

50%


Incorrect. Refer to the Value of Support training for more information.


29. Extended Support continues for how many years after Premier Support? Mar
k for Review
(1) Points

1 Years

15 Years

3 Years (*)

8 Years

6 months


Corrrect


30. Maintenance Wizard is a support tool for Siebel based products? Mark for
Review
(1) Points

True

False (*)


Incorrect. Refer to the Value of Support training for more information.
31. It is Oracle's policy to force upgrades after a customer has had 10 years i
n sustaining support. Mark for Review
(1) Points

True

False (*)


Incorrect. Refer to the Lifetime Support training for more information.


32. Which of the following are modules of Oracle Premier Support? Mark for R
eview
(1) Points

(Choose all correct answers)

Lifetime Support (*)

Proactive Automated Support (*)

Ecosystem Support (*)

Product Enhancement and Updates (*)

Global Support Outerstructure


Incorrect. Refer to the Lifetime Support training for more information.


33. Premier Support Extends for how many years after a product's release? Ma
rk for Review
(1) Points

8 Years

5 years (*)

1 Year

10 years

No limit


Incorrect. Refer to the Lifetime Support training for more information.


34. While in Sustaining Support, the pricing is equal to pricing as if in Pre
mier Support Mark for Review
(1) Points

True (*)

False


Corrrect


35. Lifetime Support Supports you at Every Stage of the Applications Life Cyc
le Mark for Review
(1) Points

True (*)

False


Corrrect
36. Lifetime Support is only Applicable to which of the following Oracle Produc
ts? Mark for Review
(1) Points

JDEdwards

PeopleSoft

Oracle Ebusiness

Siebel

All of the above (*)


Corrrect


37. Certifications of New Oracle Products are covered under which level(s) of
support? Mark for Review
(1) Points

Premier Support

Extended Support

Lifetime Support

Premier & Extended Support (*)

None of the Above


Incorrect. Refer to the Lifetime Support training for more information.


38. Certifications with New Third Party Products/Versions are covered under w
hich level(s) of support? Mark for Review
(1) Points

Premier Support (*)

Extended Support

Lifetime Support

Premier & Extended Support

None of the Above


Incorrect. Refer to the Lifetime Support training for more information.


39. Oracle has how many User Groups? Mark for Review
(1) Points

1,200+

50+

400+ (*)

1,000+

100+


Corrrect




Multi-Vendor Support Program (MVSP)
(Answer all questions in this section)

40. Which of the following statements regarding our value proposition to our
Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi
ew
(1) Points

Reduces costs by not having to create and maintain traditional cooperative s
upport agreements.

Provides a consistent support process for all of a Partner's support needs,
regardless of a Mutual Customer's involvement. (*)

Enables practices that align with many industry support certifications.

Reduces training commitment by not having to pursue in-depth training on Ora
cle products you do not support.

Provides a consistent, collaborative support process by which to engage with
Oracle Support.


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.
41. Which of the following statements are Partner requirements for participatio
n in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points

(Choose all correct answers)

Partner must apply and received confirmation of acceptance for use of the MV
SP benefit. (*)

Partner must have a published profile in OPN Solutions Catalog. (*)

Partner must be trained on all Oracle products they wish to engage with Orac
le Support through the MVSP.

Partner must be accepted into all Product Focus Areas in order to participat
e in the MVSP.

Partner must be a current OPN member in good standing. (*)


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


42. Which of the following statements are Partner requirements for collaborat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points

(Choose all correct answers)

Partner must provide and maintain standard contact and escalation informatio
n for the MVSP. (*)

As part of the MVSP, Partners have the option of collaborating with Oracle S
upport on a Mutual Customer support issue.

Partner must direct Mutual Customers to contact Oracle Support directly on O
racle-related issues.

Partner must provide the Mutual Customers support identification number when
collaborating with Oracle Support. (*)

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


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


43. Which of the following statements regarding enrollment in the Multi-Vendo
r Support Program (MVSP) is NOT true? Mark for Review
(1) Points

A partner should wait to enroll in the MVSP until they encounter a multi-ven
dor support issue from a mutual customer. (*)

Useful MVSP enrollment information can be found on the OPN portal under Supp
ort > Learn About Support Offerings and Benefits.

The MVSP is offered as a value-added benefit at no additional costs to Oracl
e Partners as part of their OPN membership.

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS
P portal page on OPN.

A Partner should enroll in the MVSP proactively if they provide support serv
ices to mutual customers.


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.


44. A "Mutual Customer" under the Multi-Vendor Support Program must have an a
ctive support contract with BOTH Oracle and a participating Partner. Mark for R
eview
(1) Points

True (*)

False


Correct


45. Which of the following statements reflect the value proposition to our Mu
tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for
Review
(1) Points

(Choose all correct answers)

Increases the risk and costs associated with owning multi-vendor solutions.

Strives to prevent the frustration of finger-pointing between vendors and impr
oves overall satisfaction. (*)

Provides enhanced support value for multi-vendor implementations. (*)

Increases the time to implementation for multi-vendor solutions.

Improves response by having all parties involved in the collaboration. (*)


Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.































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