My Oracle Support Introduction

(Answer all questions in this section)


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

(Choose all correct answers)



Consider modifying your dashboard any time your role changes or you have
a new product interest (*)



Reduce wasted time and frustration by organizing your dashboard to match
your job role and product (*)



Do not customize what you see in the dashboard. When you first login to
My Oracle Support, you have access to all the recommended widgets by
default



Add as many widgets as you can to the dashboard to maximize what you
see when you login



Ask your CUA to suggest a layout






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



2. As a customer, you want to stay informed about ALL UPDATES to content related
to My Oracle Support. Which of the following options is the best approach?
Mark for Review
(1) Points


Follow @myoraclesupport on Twitter




Log a non-technical support Service Request and have the Oracle Support
team tell you what is new



View the User Resource Center on your dashboard to see the latest content
(mark it as a favorite) (*)



Subscribe to Hot Topics E-Mail > Articles and Information > Add Search for
My Oracle Support (product), select "Knowledge Articles" and Apply your
changes.



None of the above






Correct



3. You would like to locate content about what changed in the LATEST My Oracle
Support release. Which of the following statements best describes the steps you
would follow?
Mark for Review
(1) Points


Call Oracle and log a Service Request to ask what changes have been
made.



Access 'My Oracle Support Resource Center' and view the Release Notes (*)




Search for 'Release Notes' in the Global Search and go through the different
results.



Post a question in the 'Using My Oracle Support Community' asking what
changes have been made in the last release





Correct



4. My CUA is my first point of contact for any access issues I experience with My
Oracle Support
Mark for Review
(1) Points


True (*)




False






Correct



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


True




False (*)






There are no user type dashboard customizations that you can select. My
Oracle Support allows you to select from many widgets to create a
dashboard that works uniquely for your role and interests. It is fast and
easy to change it any time you want.


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


6. The number of tabs you see in My Oracle Support depends on the Support
Identifiers associated with your account.
Mark for Review
(1) Points


True (*)




False






Incorrect



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


Select the "Contact Us" link in My Oracle Support and ask for help




Contact an Oracle colleague and ask for advice




Go to your "My Account" page and confirm if you have access to View
Assets for the designated SI. If your Assets column says 'No Access', you
will not be able to add the Assets widget (*)



Select 'Customize Page' on the My Oracle Support home page and make
sure the Asset widget is displayed on your dashboard



None of the above






Correct




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


8. During the step-by-step 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 when you create a Service Request.
Mark for Review
(1) Points


True (*)




False






Correct



9. A common problem that Users experience in My Oracle Support when
searching: User enters a key word in the Global Search box and views the
results. User cannot find the right information due to the large volume of
Mark for Review
(1) Points
content returned with this approach.


True (*)




False






Incorrect



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


True (*)




False






Correct



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


11. What is a Search Helper?
Mark for Review
(1) Points


A new section in the Service Request process




An option you can select under Knowledge Preferences




Voice-activated help feature that you can turn on in My Oracle Support




Some products have created search helpers which allow you to identify
where a product issue is occurring and then recommend documents based
on your selection (*)





Incorrect



12. What is Advanced Search?
Mark for Review
(1) Points


Advanced Search allows you to refine a number of variables to significantly
improve your results. Search on words or phrases using an "AND' in the
search query and identify the sources. (*)



It refers to the Refine Search window on the Knowledge tab




A type of PowerView filter that you can set




Another name for the Global Search region






Correct



13. I would access 'Refine Search" on the Service Requests tab to further refine
and improve my search
Mark for Review
(1) Points


True




False (*)






The 'Refine Search' functionality is located on the Knowledge tab




Patches and Updates
(Answer all questions in this section)


14. Regardless of your specific Oracle products, the general process to download
patches in My Oracle Support is the same
Mark for Review
(1) Points


True (*)




False






Correct



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


True (*)




False






Correct



Patches and Updates
(Answer all questions in this section)


16. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the
most correct method to do this?
Mark for Review
(1) Points


Select Patches and Updates Tab > Patch Plan > select my configuration >
select the release 9.1 > Select Analysis > download the patches after I
read any message displayed.



Select Patches and Updates Tab > Advanced Search > Search for JD
Edwards EnterpriseOne > Release is 9.1 and select search



Log a Service Request with Oracle Support and ask for the Support
Engineer to send me the required patches.



Select Patches and Updates Tab > Quick Links JD Edwards > search for JD
Edwards EnterpriseOne > Release is 9.1, agree to license and select
search (*)





Incorrect



17. From within My Oracle Support, select the best description of how to download
the latest firmware patch for Netra Blade X3-2B
Mark for Review
(1) Points


From the My Oracle Support Community – Post a question to ask for the
link to download the latest firmware patch for Netra Blade X3-2B



Log a Service Request in My Oracle Support and ask for a link to the patch
to download it.



From Global search enter Netra Blade X3-2B and Patch, select enter and
from the results select view the document follow the link to
Oracle.com/technetwork/systems, Find and locate the Netra Blade X3-2B
click the link to download the patch



Patches and Updates > Advanced Search > Enter Netra Blade X3-2B >
Select Release > Add a filter line Add Description is “Firmware” and view
and download the results. (*)





Correct



18. I can use Patch Plans and Upgrade Plans without having Oracle Configuration
Manager installed.
Mark for Review
(1) Points


True




False (*)






Incorrect



19. You have a question about the patch you are downloading. Which is the best
option from the following choices?
Mark for Review
(1) Points


Submit a Service Request with your question as the summary




Call Oracle Support and ask a Support Engineer




Locate the patch via search on the Patches & Updates page > select the
patch number to view the patch details > select Start a discussion or reply
to discussion based on what is available (*)



Log into My Oracle Support Community, locate your product and post your
question



You can log into My Oracle Support Community; however, if you are on
the patching tab and are in the process of downloading, then the best

option is to trigger the request to the community from the 'start a
discussion' feature.



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


20. The same Oracle Support Engineers that resolve technical Service Requests also
participate in My Oracle Support Community to share their knowledge and
expertise as part of this trusted community.
Mark for Review
(1) Points


True (*)




False






Incorrect



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


21. 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.
Mark for Review
(1) Points


True (*)




False






Correct



22. Which of the following attributes describe the value of My Oracle Support
Community?
Mark for Review
(1) Points


Available to users 7x24x365. You can always engage in the global
community at a convenient time in your work day



Each community is staffed with a special set of Oracle support engineers
who engage exclusively with online questions



Leverage the shared experience of your peers and subject-matter experts
to quickly expand your knowledge and awareness



Using communities allows you to bypass the standard Service Request
creation process in My Oracle Support and fast-track your issues



Both 1 and 3 (*)






Correct



23. You heard about a new community and want to check it out. When you open
My Oracle Support Community, you only see a few options listed in the 'Find a
Community' pane on the left navigation. What do you need to do to access the
complete list of available communities?
Mark for Review
(1) Points


Ask your Customer User Administrator (CUA) to change your Community
access settings under My Account



What you see is being filtered by your subscriptions. Click the
'Subscriptions On' button on the menu bar to turn off subscriptions
(remove content filters within Communities). You should immediately see
the list of options appear. (*)



Go back into the My Oracle Support dashboard and select My Oracle
Support Community again to refresh the view.



Log a non-technical Service Request




None of the above






Incorrect



24. You can choose to receive email updates based on my community
subscriptions. This is a great way to stay connected to the latest information
being shared in the community.
Mark for Review
(1) Points


True (*)




False






Correct



25. What is a typical consequence of posting a product-specific question into the
'Using My Oracle Support' Community?
Mark for Review
(1) Points


A moderator for the community will directly email you to request that you
remove this question



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



The moderator for the community will see that the question is not in the
right community and will attempt to find the right community for your
question. This impacts the time to resolution of your question (*)



None of the above






Correc


My Oracle Support Community

(Answer all questions in this section)


26. You recently created a new posting in My Oracle Support Community. When
you go back to view it, you do not see it in the community where you thought
you had posted it. What can you do to locate your posting?
Mark for Review
(1) Points



Your posting was likely deleted by a moderator because it was in the
wrong community and they frequently monitor




Log a Service Request




You can look on the Discussions tab (My Discussions) within My Oracle
Support Community (*)




You can post another new thread and ask the community if they know
what happened to your last posting




None of the above





If a posting is moved it’s due to the fact it is in the wrong community, the
community administrators move the posting to the correct community to

ensure the SME with the knowledge can answer your posting.





Using Support Best Practices for Hardware & Software

(Answer all questions in this section)


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



Prevent known issues




Automatically log Service Requests




Create a fully qualified Service Request




All of the above (*)




None of the above






Correct




28. The output of Oracle Configuration Manager (OCM) will list out the required
firmware for your Oracle Systems products
Mark for Review
(1) Points



True




False (*)






False, as OCM is for Oracle Software




29. For the supported products, what are the benefits of installing and using Oracle
Configuration Manager (OCM)?
Mark for Review
(1) Points



Monitor changes and review health checks




Use the Upgrade Planner




Create fully qualified Service Requests




View Reports




All of the above (*)






Correct




30. What is the best definition of a Fully Qualified Service Request?
Mark for Review
(1) Points



A Service Request that provides just a few facts to get Oracle Support
engaged




A Service Request logged by your CUA




Only Service Requests created by ASR are considered fully qualified




A Service Request that has all the information included in the fields as well
as appropriate diagnostic output attached so that the Oracle Support
Engineer can immediately get started (*)




A Service Request must have attached log files to be Fully Qualified






Correct

dddddddddddddddddddddddddddddddUsing Support Best Practices for
Hardware & Software

(Answer all questions in this section)


31. You can view Health Recommendations in My Oracle Support before you enable
a collection mechanism.
Mark for Review
(1) Points



True




False (*)






The analysis runs against the configuration data captured by the collector




32. How can collected data help you when you create a Fully Qualified Service
Request?
Mark for Review
(1) Points



It provides details on the last 5 service requests you logged in case you
want to review them




You can view configuration changes by comparing system configuration
between two points. This data is valuable to answer the question "has
anything changed on your system" as it relates to the presenting problem
(*)




There is no specific impact from this type of data collection. It is just
information to help you with planning




It identifies upcoming configuration changes that you can share with the
Support Engineer






Incorrect






Oracle Support Policies

(Answer all questions in this section)


33. What items are covered by your Premier Support Policy? Select all that apply.
Mark for Review
(1) Points


(Choose all correct answers)




Access to Oracle Support Engineers to de-code customized code and
undertake script development




Access to Oracle Engineers to perform mapping business requirements to
product functionality




Access to Oracle Product knowledge and Oracle Product bug fixes (*)




Access to new functionality included in Oracle Patches and Upgrades (*)




Access to My Oracle Support Community (*)






Correct




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



Contact your Oracle Sales representative and purchase Extended Software
support for your product that needs patching (*)




Google to see if the patch is available somewhere on the Internet




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




Contact your Oracle Sales representative and ask them to call Oracle
Support and send you the patch






Correct




35. What is the recommended way to locate content about the End Date of support
for a product? Select all that apply.
Mark for Review
(1) Points


(Choose all correct answers)




Access oracle.com and review the support PDF and search for support
dates (*)




Log a Service Request and request information about support dates




Use the Certifications tab and review the support-specific content (*)




Call your Oracle Sales or Account Representative








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



Oracle Support Policies

(Answer all questions in this section)



36. What are the best methods to stay informed about the latest information on
Oracle Technical Support policies?
Mark for Review
(1) Points


(Choose all correct answers)




Search technical support on oracle.com and review the posted policy PDFs
often (*)




Download the Oracle Technical Support Policies and use these as your
reference guide




Search in My Oracle Support for 'Technical Support Polices' (*)




Log a Service Request and ask Support to provide information about
support policies





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






ESD

(Answer all questions in this section)


37. Which items generate static electricity?
Mark for Review
(1) Points



Work surfaces




Clothing




People




All of the above (*)






Correct




38. Low humidity environments reduce the voltage generated from friction and
moving,
Mark for Review
(1) Points



True




False (*)






Correct




39. The leading cause of semiconductor failure is due to?
Mark for Review
(1) Points



Electrostatic discharge (*)




The increased use of 45nm technology in manufacturing semiconductors




Damage during shipments




Incorrect power supply used with the system






Correct




40. Standing up can generate up to 1,400 volts.
Mark for Review
(1) Points



True (*)




False





Correct


ESD

(Answer all questions in this section)

41. What is the difference between a soft failure and a hard failure?
Mark for Review
(1) Points



Soft failures occurs in the software. Hard failures occurs in the hardware.




Hard failures represent 80% of all failures




Soft failures are easily detected and rapidly fixed. Hard failures are difficult
to identify and fix.




Soft failures weaken components and is difficult to detect. Hard failures
are easy to identify and trace back to ESD. (*)






Incorrect. Refer to the ESD Prevention training for more information.




42. Which of the following descriptions best defines ESD?
Mark for Review
(1) Points



The sudden transfer, or discharge, of electricity from one object to
another. (*)




The failure of an item that would result in failure of the system.




Damage to system components due to the use of an incorrect power
supply




The ability of a part to withstand a static charge without failure.






Incorrect. Refer to the ESD Prevention training for more information.




43. Why are ESD "soft failures" the most serious type of failures?
Mark for Review
(1) Points



The damage is immediate and easily detected




They represent 40% of all failures




The damage is not immediately noticed or detected (*)




They represent 60% of failures






Correct




44. Which of the following is NOT one of the rules for preventing ESD damage?
Mark for Review
(1) Points



Store and transport ESD-sensitive items in static-shielding containers




Make sure your grounding straps are not in contact with your skin. (*)




Handle electronic components only when you are properly grounded




Keep items away from electronic components






Incorrect. Refer to the ESD Prevention training for more information.






ASR

(Answer all questions in this section)


45. For assets managed by Oracle Service Delivery Partners:True or False: After
receiving an ASR notification email that indicates that a draft Service Request
has been created, the Partner must immediately use My Oracle Support to
promote the Draft Service Request to a Technical Service Request.
Mark for Review
(1) Points



True




False (*)





Incorrect. The Partner should only promote the Draft Service Request if
they need Oracle Support assistance to resolve the problem.




ASR

(Answer all questions in this section)


46. Which of the follow data does ASR send to Oracle?
Mark for Review
(1) Points


(Choose all correct answers)




hostname (*)




serial number (*)




fault event code (*)




IP address






Incorrect.




47. For assets managed by Oracle Service Delivery Partners:What My Oracle
Support Privileges are needed to manage ASR assets? (Activate, Add Contact,
etc.)
Mark for Review
(1) Points



Create Service Request privilege on the end-customer Support Identifer




Administrator privilege on the Partner Support Identifier (*)




View Asset privilege on the end-customer Support Identifier






Correct




48. For assets managed by Oracle Service Delivery Partners:Who is responsible for
approving ASR pending activations in My Oracle Support?
Mark for Review
(1) Points



Customer




Oracle Service Deliver Partner (*)




Oracle Field Engineer






Correct




49. Oracle customers can ony install one ASR Manager per Oracle Support
Identifier.
Mark for Review
(1) Points



True




False (*)





Incorrect. Customers can install multiple ASR Managers to meet their
organization's needs.




50. A pre-requisite for activting ASR for an asset is providing a Contact name in My
Oracle Support. Which Support Identifier privileges are required for the My
Oracle Support user selected as a Contact?
Mark for Review
(1) Points


(Choose all correct answers)




View Asset (*)




Administrator




Create Service Request (*)






Incorrect.




ASR
(Answer all questions in this section)


51. For assets managed by Oracle Service Delivery Partners:Who can be a Contact
for a Partner-managed ASR asset?
Mark for Review
(1) Points


Oracle Field Engineer




My Oracle Support user with Create Service Request privilege on the end-
customer Support Identifier



My Oracle Support user with "Create Service Request" and "View Asset"
privileges on the Partner Support Identifer (*)





Correct



52. For which of the following event types does ASR create Service Requests?
Mark for Review
(1) Points

(Choose all correct answers)




OS crash




File system full




Firmware needs to be updated




Power supply faults (*)




Fan failures (*)






Incorrect.



53. ASR is available at no additional cost to Oracle Premier Support for Systems
and Hardware Warranty plans
Mark for Review
(1) Points




True (*)





False






Correct



54. For assets managed by Oracle Service Delivery Partners:What kind of Service
Request does ASR create when faults are detected on Partner-managed ASR
Assets?
Mark for Review
(1) Points


Draft Service Request (*)





Technical Service Request





On-Demand Service Request








Incorrect.