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Test: Core Services Help Desk Support Consultant Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct answer.
This 68-question assessment test is one of the final components of this Help Desk Support
Consultant guided learning path. This assessment will allow you to test your knowledge level of the
information learned from the Oracle core services courses. Passing a >80% of this assessment, as well as
all other required online assessments and certification exams from your Help Desk GLP makes you
eligible to become a Help Desk Support Consultant.
My Oracle Support Introduction
(Answer all questions in this section)

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


True


False (*)



[Correct] Correct


2. 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] Correct


3. 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] Correct


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


True (*)


False



[Correct] Correct


5. 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)


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


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


Ask your CUA to suggest a layout


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


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



[Correct] Correct


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6. 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] Correct


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


Access '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


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



[Correct] Correct



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

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


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 (*)


An option you can select under Knowledge Preferences


A new section in the Service Request process



[Correct] Correct


9. What is the best way to find content in My Oracle Support based on product?
Mark for Review
(1) Points


Use the 'Search & Browse' feature on the Knowledge tab and product-based information centers
(*)


Check the Certifications tab


Post a thread in My Oracle Support Community


Global Search bar



[Correct] Correct


10. 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] Correct


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


On the knowledge tab in My Oracle Support: select 'Search and Browse' and enter Oracle E-
Business Suite and access the information center to view all the available content in one location (*)


Read the documentation on http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.htm


Search in the Global Search box with the term 'EBS'


Log a Service Request and ask for Oracle Support to send you the information


Post a question in the EBS Community asking where you can find a document with everything
you need to know about EBS



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


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


True


False (*)



[Correct] Correct


13. Why would I want to review and update my current settings for Knowledge
Preferences (Settings tab, My Account)? Mark for Review
(1) Points


Allows you to provide feedback to My Oracle Support on ways to improve the quality and
content of the knowledge base


You can update your knowledge widgets to customize your dashboard


You can make specific choices to customize your search experience with options like number of
search suggestions and default search source (*)


All of the above


None of the above



[Incorrect] Incorrect



Product Certifications
(Answer all questions in this section)

14. I am not sure of the exact product name to use in the Certifications tab. What is
the best approach? Mark for Review
(1) Points


Locate the product name glossary on the Knowledge tab


You should be able to find your product by typing a portion of the name. The Certifications
search is equipped with aliases that will suggest product options to you (*)


Create a new thread and ask the Certifications community


Check your SI to find out exactly how to input the product name


None of the above



[Correct] Correct


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


True (*)


False



[Correct] Correct


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16. What is the definition of a certification? Mark for Review
(1) Points


A combination of Oracle and third-party products that Oracle has tested and should work
together.


A combination of Oracle and third-party products, operating systems, or hardware that Oracle
believes should work together


A testing matrix that Oracle provides via the Certifications tab that allows you to compare
combinations of Oracle and third-party products


A combination of Oracle and third-party products, operating systems, or hardware that Oracle
has tested and should work together. (*)



[Correct] Correct


17. The Certifications tab in My Oracle Support is able to directly answer all of your
certification questions in a single location. Mark for Review
(1) Points


True


False (*)



[Correct] Correct


18. What does the Certifications tab in My Oracle Support provide to the user?
Mark for Review
(1) Points


A quick way to log Service Requests related to Certification questions.


This tab is only available to you in My Oracle Support if you purchase a special support contract.
The average user does not have access.


Access to product certification information (*)


None of the above



[Correct] Correct



Patches and Updates
(Answer all questions in this section)

19. 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] Correct


20. You have some questions about a recommended patch set for your products.
What is the best practice for you to ask specific questions and get feedback? Mark for Review
(1) Points


Use Google to find out what recommended patches are available


Log a Service Request


Create a new thread in the appropriate patching community and discuss with the members of
your community. (*)


Add the 'Recommended Patch Sets' widget to your dashboard


Use the Patch Search region on Patches & Updates tab, Product or Family (Advanced) search.
Select release and type (Patchset) and search. Sort patches based on date to see the latest displayed
first



[Correct] Correct


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21. 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 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


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


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. (*)


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



[Correct] Correct


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


True


False (*)



[Correct] Correct


23. What products can use patch plans? Identify an answer within My Oracle
Support with the best description. Mark for Review
(1) Points


Database, Fusion Applications, Fusion Middleware and Cloud


Database, Fusion Middleware, and Enterprise Manager (*)


Only products which have collector installed and configuration is being sent to Oracle


All Oracle Products


You set this preference in My Account to identify patch plans you want to use



[Incorrect] Incorrect


24. What are the best ways to download a patch? Please select all answers that
apply. Mark for Review
(1) Points

(Choose all correct answers)


Search the knowledge base for an article on patching for your product and click the download
links (*)


Open a Service Request to ask Oracle Support to download the patch from this site


From my Patch Search Results > mouse-over the line (not patch number) and select the
download option (*)


A user cannot directly download a patch from this site


From My Patch Search Results > click patch number > Download (*)



[Correct] Correct



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

25. 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



[Correct] Correct


Page 5 of 14

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


True (*)


False



[Correct] Correct


27. You want to post a question to a My Oracle Support Community; however, you
cannot see the community you are interested in when you launch My Oracle Support Community and
view the main page. How do you resolve this? Mark for Review
(1) Points


Post your question in the 'Using My Oracle Support' community


Log a technical Support Request for assistance


Edit your subscriptions to include the desired community (*)


Ask your Customer User Administrator to grant you access to the community in question and it
will appear the next time you log in



[Correct] Correct


28. 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] Correct


29. 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] Correct


30. 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] Correct


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31. 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



[Correct] Correct



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

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


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


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



[Correct] Correct


33. 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] Correct


34. How is this type of collected data valuable to you? Mark for Review
(1) Points


It provides specific patching recommendations


The data collected provides an understanding of the configuration of Oracle software, revision
levels, and the operating system and patching levels (*)


The data helps to determine how often you log Service Requests


The data links to certification information on the Certifications tab for operating systems


None of the above



[Correct] Correct


35. If a customer or partner has a Hardware Support Identifier (SI), what
permissions do general My Oracle Support Users need to view Assets in My Oracle Support? Mark
for Review
(1) Points


CUA Access level


Asset-View access level (*)


SR Create & Update


None, it is available to all users



[Correct] Correct


Page 7 of 14

36. You have a planned outage window at the end of the quarter. You can access features available
in My Oracle Support that will enable you to make decisions about which patches to install Mark
for Review
(1) Points


True (*)


False



[Correct] Correct


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


A Service Request logged by your CUA


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


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


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


Only Service Requests created by ASR are considered fully qualified



[Correct] Correct



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

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


True (*)


False



[Correct] Correct


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


True (*)


False



[Correct] Correct


40. When should Severity 1 be selected? Mark for Review
(1) Points


To get immediate attention to your Service Request


When your business has stopped functioning due to an issue on your Oracle System, Software,
or Application (*)


When your testing system is down


Only when you have requested an Escalation of the issue


All of the above



[Incorrect] Incorrect


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41. A recommended best practice is to organize all the data associated with your issue before you
initiate a new Service Request. A Fully Qualified SR provides Oracle Support with as much detail as
possible about your issue. This includes what happened, users impacted, single or repeat occurrences,
any changes, and related diagnostic data to attach to the Service Request Mark for Review
(1) Points


True (*)


False



[Correct] Correct


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


Continue logging the Service Request and make a note to review the solutions at a later time


Turn off the option to view suggested solutions to speed up your process to create a new SR


Exit the Service Request process and do not log this Service Request (Click Cancel and OK) (*)


None of the above



[Correct] Correct


43. The main way that users with 'Create and Update' privilege log Service Requests
in My Oracle Support is by selecting 'Create SR' on the Service Requests tab Mark for Review
(1) Points


True (*)


False



[Correct] Correct


44. What are some of the ways to send data to Oracle. Select all that apply. Mark
for Review
(1) Points

(Choose all correct answers)


Upload the relevant files when creating the SR (*)


Upload files to Oracle using sftp with SR number as part of the file name (*)


Upload Hardware related files using supportfiles.oracle.com (*)


Send an email to Support Engineer's personal email address with support data



[Incorrect] Incorrect



Oracle Support Policies
(Answer all questions in this section)

45. 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


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


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


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


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



[Correct] Correct


Page 9 of 14

46. 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



[Correct] Correct


47. 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 (*)


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


Log a Service Request and request information about support dates


Call your Oracle Sales or Account Representative



[Correct] Correct


48. 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 Engineers to perform mapping business requirements to product functionality


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


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


Access to My Oracle Support Community (*)


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



[Correct] Correct



Resolve your Oracle Service Requests faster using ASR
(Answer all questions in this section)

49. 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 (*)



[Correct] Corrrect


50. The ASR Manager uses a two-way encrypted connection to Oracle. Mark
for Review
(1) Points


True


False (*)



[Correct] Corrrect


Page 10 of 14

51. 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] Corrrect


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

(Choose all correct answers)


fault event code (*)


hostname (*)


IP address


serial number (*)



[Correct] Corrrect


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


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


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


Oracle Field Engineer



[Correct] Correct.


54. For assets managed by Oracle Service Delivery Partners:How can a team be
notified when ASR creates Draft Service Requests? Mark for Review
(1) Points


Use My Oracle Support to enter one or more email lists in the "Distribution Email List" field for
the managed assets. (*)


Open an Oracle Service Request and ask for assistance.


Create a My Oracle Support user as the email list. Then, assign this user as the Contact for the
ASR asset.



[Correct] Correct.


55. 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


On-Demand Service Request


Draft Service Request (*)


Technical Service Request



[Incorrect] Incorrect.


Page 11 of 14

56. 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


Administrator privilege on the Partner Support Identifier (*)


Create Service Request privilege on the end-customer Support Identifer


View Asset privilege on the end-customer Support Identifier



[Correct] Correct.


57. 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


Oracle Service Deliver Partner (*)


Oracle Field Engineer


Customer



[Correct] Correct


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


True


False (*)



[Correct] Corrrect



Oracle Collaborative Vendor Support (OCVS) Overview Training
(Answer all questions in this section)

59. As an active OPN member, you automatically become an OPN-OCVS member.
Mark for Review
(1) Points


True


False (*)



[Correct] Correct


60. Which of the following statements reflect the value proposition to our Mutual
Customers as a result of the Oracle Collaborative Vendor Support Program (OCVS)? Mark for
Review
(1) Points

(Choose all correct answers)


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


Provides enhanced support value for collaborative vendor implementations. (*)


Increases the time to implementation for collaborative vendor solutions.


Increases the risk and costs associated with owning collaborative vendor solutions.


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



[Correct] Correct


Page 12 of 14

61. By participating in the OCVS as an OPN member, vendors are required to enter into time
consuming or costly support or legal agreements. Mark for Review
(1) Points


True


False (*)



[Correct] Correct


62. Which of the following statements are Partner requirements for participation in
the Oracle Collaborative Vendor Support Program (OCVS)? Mark for Review
(1) Points

(Choose all correct answers)


Partner must be accepted into all Product Focus Areas in order to participate in the OCVS.


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


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


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



[Correct] Correct


63. Which of the following statements regarding enrollment in the Oracle
Collaborative Vendor Support Program (OCVS) is NOT true? Mark for Review
(1) Points


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


A Partner should enroll in the OCVS proactively if they provide support services to mutual
customers.


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


A partner should wait to enroll in the OCVS until they encounter a Oracle Collaborative Vendor
support issue from a mutual customer. (*)



[Correct] Correct


64. Which of the following statements regarding our value proposition to our
Partners for the Oracle Collaborative Vendor Support Program (OCVS) is NOT true? Mark for
Review
(1) Points


Enables practices that align with many industry support certifications.


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


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


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


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



[Incorrect] Incorrect. Refer to the Oracle Collaborative Vendor Support Program Overview
training for more information.


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


True (*)


False



[Correct] Correct


Page 13 of 14

66. OCVS can be used as a replacement for support Mark for Review
(1) Points


True


False (*)



[Correct] Correct


67. Which of the following are the support challenges at the multiple vendor
computing environment? Mark for Review
(1) Points


Complexity of environments


Rising collaborative vendor Support Activity


Expanding call Resolution Times


Prohibitive Training Demands for technical analysts


All of the above (*)


none of the above



[Correct] Correct


68. Which of the following statements are Partner requirements for collaboration in
the Oracle Collaborative Vendor Support Program (OCVS)? Mark for Review
(1) Points

(Choose all correct answers)


Partner must provide and maintain standard contact and escalation information for the OCVS.
(*)


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


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


As part of the OCVS, Partners have the option of collaborating with Oracle Support on a Mutual
Customer support issue.


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



[Incorrect] Incorrect. Refer to the Oracle Collaborative Vendor Support Program Overview
training for more information.


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