For standard warranty coverage, it is Sun Service's policy to dispatch field service to replace a

CRU. False (*)

The operating system supported by the X4540 server includes all the following, except? Solaris 10 5/08
update 5 for SPARC (*)
A customer calls into the call center with an issue. He wants to install a 16-Gbyte compact flash card (PN
X4680A) on a Sun Blade X6270 server blade and wants to know where the compact flash card socket is
located on this server blade. What types of documents provide information to resolve the customer's
problem (select 2)? Service manual (*)Installation manual (*)
A customer calls into the call center to ask a question about setting up a server. The customer wants to
know which ports to use to configure the server, where the ports are located, and how to access them.
Choose which port should be accessed. Serial Management port (*)
Which X64 server that uses AMD-based CPUs. Sun Fire X4140 server (*)
Which rack mount server supports a service processor on an optional daughter card? Sun Fire X2270 (*)
A customer calls into the call center with a question. The customer wants to prepare a rack for the
installation of a Sun Fire X4250 rack mount server, but has misplaced the documentation. The customers
immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources,
what is the rack unit capacity of this server? Drag and drop your response. Intel-based 2U rack server (*)
A customer calls into the call center with a question. The customer wants to prepare a rack for the
installation of a Sun Fire X4250 rack mount server, but has misplaced the documentation. The customers
immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources,
what is the rack unit capacity of this server? Drag and drop your response. Select the action plan that
lists the steps taken to solve the customer's problem. Emailed customer with the dimensions, weight and
power requirements of this server (*)

A customer call into the call center with a memory upgrade question. The customer wants to upgrade the
memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order.
Select the problem statement that characterizes the customer's problem. Customer is reporting fan
module number 4 failure and is requesting on-site support for replacement (*)

A customer call into the call center with a memory upgrade question. The customer wants to upgrade the
memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order.
What type of DIMMs does this server support? DDR2 (*)
A customer call into the call center with a memory upgrade question. The customer wants to upgrade the
memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order.
Select the action plan that lists steps taken to solve the customer's issue. Provided customer with
memory part number X6322A (*)
A customer calls into the call center with an issue. He wants to install a 16-Gbyte compact flash card (PN
X4680A) on a Sun Blade X6270 server blade and wants to know where the compact flash card socket is
located on this server blade. Select the action plan that lists the steps taken to solve the customer's
problem. Provided the customer with the compact flash card socket location based on the Sun System
Handbook server blade entry (*)

A customer calls into the call center to ask a question about setting up a server. The customer wants to
know which ports to use to configure the server, where the ports are located, and how to access them.
Select the action plan that lists the steps taken to solve the customer's problem. Provided customer with
the location of the serial port to access ILOM, along with the default account (root) and password
(changeme) (*)
A customer call into the call center with a memory upgrade question. The customer wants to upgrade the
memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order.
Select the action plan that lists the steps taken to solve the customer's problem. Verified customer's
entitlement and determined customer was not eligible for on-site support for replacement. Explained to
the customer that warranty coverage does not include on-site support replacement of a CRU part by Sun
Services then took customer's order for fan module (*)
A customer calls into the call center to ask a question about setting up a server. The customer wants to
know which ports to use to configure the server, where the ports are located, and how to access them.
Select the problem statement that characterizes the customer's problem. Customer needs to know which
port to access to properly set up the system, as well as the system default account and password (*)
A customer called the service center and is complaining that his Sun Blade X6250 server blades on his
Sun Blade 6000 Modular System are intermittently shutting down. Select the problem statement that
characterizes the customer's problem: Customer is reporting that his Sun Blade X6250 server blades on
his Sun Blade 6000 Modular System are intermittently shutting down (*)
Which is not included in FABs? Sun Alerts (*)
A customer called the service center indicating that the BMC network settings cannot be set for a static IP
configuration using BIOS on a Sun Fire X4540 Server. Select the action plan that lists the steps taken to
solve the customer's problem: Referred to CR 6785026 information into the call and passed the call to the
backline for resolution (*)
Which document would you use to find the rack mount procedure of the Sun Fire X4270 Server? Sun Fire
X4170, X4270 and X4275 Servers Installation Guide (*)
A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging
multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and
continues to encounter the same problem. What information is key in determining if this document
applies to the customer's problem (select 2) ? DIMM vendor model # and date code (*)CPU vendor
model # (*)
A customer called the service center and is complaining that his Sun Blade X6250 server blades on his
Sun Blade 6000 Modular System are intermittently shutting down. Select the document that may relate to
the customer's issue: FAB 201511 (*)
A customer called the service center indicating that the BMC network settings cannot be set for a static IP
configuration using BIOS on a Sun Fire Which document would you use to find the memory population
rules of the Sun Blade X6275 Server Module?. Select the document that may relate to the customer's
issue. CR 6785026 (*)
A customer called the service center and is complaining that his Sun Blade X6250 server blades on his
Sun Blade 6000 Modular System are intermittently shutting down. Select the action plan that lists the
steps taken to solve the customer's problem: Referred to the Sun Alert 243486 information in the call and
passed the call to the backline for resolution (*)

Which document would you use to find the memory population rules of the Sun Blade X6275 Server
Module? Sun Blade X6275 Server Module Service Manual (*)
If a customer has a failure of a Sun Fire X4270 Server power supply what link within the system
handbook can you reference to find a part number for a replacement ? Full Components List (*)
A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging
multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and
continues to encounter the same problem. Select the problem statement that characterizes the
customer's problem: Customer is reporting multiple single bit errors on 4-GByte DIMMs in his Sun Fire
X4600 server (*)
A customer called the service center and is complaining that his Sun Blade X6250 server blades on his
Sun Blade 6000 Modular System are intermittently shutting down. Which type of document may provide
information to resolve the customer's problem assuming you know this problem has occurred before
(select 2)? Sun Alerts (*)Field Action Bulletins (FAB) (*)
A customer called the service center indicating that the BMC network settings cannot be set for a static IP
configuration using BIOS on a Sun Fire X4540 Server. Select the problem statement that characterizes
the customer's problem: Customer having problems configuring the BIOS network settings using BIOS (*)
A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging
multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and
continues to encounter the same problem. Select the document that may relate to the customer's issue:
Sun Alert 24486 (*)
A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging
multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and
continues to encounter the same problem. Select the action plan that lists the steps taken to solve the
customer's problem: Referred to FAB 239645 information in the call and passed the call to the backline
for resolution (*)
A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the
state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any
Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from
her new server Customer needs to know if IPMI is supported on the X4270 and where she can find Sun
documentation on IPMI. (*)
A customer called the service center and reported an OS error message that indicates that power supply
0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to
replace the power supply without disturbing the server's operation, to re-establish the power redundancy.
Assume from the results of your review, the power supply hot swap shows no issues. What are you going
to recommend to the customer? Wait for a maintenance period to perform the hot swap of the failed
power supply. (*)
Which Flash Module removal step is critical to avoid damaging it data? Do not remove the Flash Module
while its green power LED is on. (*)
A customer called the service center with a question on a server's network management port. The
customer is trying to configure his network management port on his X4540 server so that he can access
it from his management network. He is not familiar with the network management facility and commands
he needs to perform. Which is the document contains the procedures to perform this task? Service
manual (*)

Which ILOM command or navigation path can display the current state of the system indicators on a
server or server blade? System Monitoring --> Indicators (*)
A customer called the service center and reported an OS error message that indicates that power supply
0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to
replace the power supply without disturbing the server's operation, to re-establish the power redundancy.
What action may need to be performed before the failed power supply can be removed? Move the cable
management arm (*)
A customer called the service center with a question on a server's network management port. The
customer is trying to configure his network management port on his X4540 server so that he can access
it from his management network. He is not familiar with the network management facility and commands
he needs to perform. Which port does the customer need to use to configure the network management
port? Serial management port (*)
A customer called the service center and reported an OS error message that indicates that power supply
0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to
replace the power supply without disturbing the server's operation, to re-establish the power redundancy.
Which type of documents should you review to determine if it is safe to perform a power supply hot
swap? FABs, Sun Alerts, and Service Manual (*)
A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The
system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement
X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which type of
document provides the procedure to perform the replacement task? Service manual (*)
A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the
state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any
Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from
her new server's OS. Which function is NOT supported by IPMI? Display POST messages (*)
A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The
system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement
X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which action
should does NOT need to be performed in the X6240 removal process? Power down the Sun Blade 6000
Modular System chassis. (*)
A customer called the service center and reported an OS error message that indicates that power supply
0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to
replace the power supply without disturbing the server's operation, to re-establish the power redundancy.
Which information can determine whether the Sun Alert 258408 applies to this server? The part number
and date code of the power supply (*)
Which is the user interface software for the IPMI utility? IPMITool (*)
Which source of information is not needed for an initial on-site installation of an X4600 M2 server?
Programming Manual (*)
A customer called the service center with a question on a server's network management port. The
customer is trying to configure his network management port on his X4540 server so that he can access
it from his management network. He is not familiar with the network management facility and commands
he needs to perform. How would you describe the location of the network management port to the
customer? The RJ-45 connector on the rear of the server labeled NET MGT (*)

A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed
on a X4440 server. The customer wants to know what she should do at this point because the system is
up and running. Once onsite to replace the failed fan module what can pinpoint the failed fan module?
fan fault LED ON (*)
A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed
on a X4440 server. The customer wants to know what she should do at this point because the system is
up and running. Select the problem statement that characterizes the customer's problem. Customer
needs assistance in determining the nature of the fan failure message and course of action to take. (*)
A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed
on a X4440 server. The customer wants to know what she should do at this point because the system is
up and running. Which fan module and fan board does this sensor belong to? fan module 2 and fan
board 1 (*)
A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed
on a X4440 server. The customer wants to know what she should do at this point because the system is
up and running. Select the action plan that lists the steps taken to solve the customer's problem. Assisted
the customer in locating the X4440 server failed fan module, then recommended that he hot swap the
failed fan module, since he has one in stock. (*)
Which is not a U-Boot mode of operation? Manual (*)
Where is Pc_Check located on the Sun Blade 6000 Modular System? CMM (*)
A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed
on a X4440 server. The customer wants to know what she should do at this point because the system is
up and running. Once the customer locates the physical failed fan module, what do you recommend the
customer do? Hot swap the fan. (*)
A customer called the support center with a supposed disk problem. He wants to know which diagnostics
are available to test a disk on a X2270 server. Select the action plan that lists the steps taken to solve the
customer's problem. Told the customer that the diagnostics manual should list what diagnostics to use.
Also told SunVTS test would be a good start. (*)
A customer called the support center with a supposed disk problem. He wants to know which diagnostics
are available to test a disk on a X2270 server. Which diagnostic should you recommend that the
customer use to exercise the Sun Fire X2270 internal disks from the OS? SunVTS (*)
A customer calls the service center with a suspected host memory error and wants to know what
diagnostics are available to diagnose the problem on a X4140 server. Which is utility does NOT support
host memory tests ?SunVTS Pc-Check POST U-Boot U-Boot (*)
A customer called the service center with a critical problem. He has a X4250 server has been crashing
intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the
upgrade. What information should you the customer dump send to you? Both A and C (*)
A customer called the service center with a critical problem. He has a X4250 server has been crashing
intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the
upgrade. Select the problem statement that characterizes the customer's problem. Customer X4250
server is crashing intermittently since his CPUs were upgraded from a from a X6394A to a X6398A. (*)
Which diagnostic tests the SP hardware during SP initialization? U-Boot (*)

A customer called the service center with a critical problem. He has a X4250 server has been crashing
intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the
upgrade. Which, if any, of the documents listed related to this issue? None (*)
A customer called the support center with a supposed disk problem. He wants to know which diagnostics
are available to test a disk on a X2270 server. Which diagnostic tests the Sun Fire X2270 SP hardware
just prior to the SP boot? U-Boot (*)
What is the Net0 Ethernet port used for on a storage or database server? administration (*)
The Exadata Database Machine Half Rack configuration now ships with a 3rd Infiniband Switch located at
the bottom of the rack. True (*)
Select two of the utilities that are available for administration of the Exadata Database Machine. Dcli
(distributed CLI) (*)CellCLI (*)
The Exadata X2-8 Database Machine is offered in a full-rack configuration only. True (*)
Where is the "spine" switch located in the Exadata rack? bottom (*)
The customer can choose between Solaris 11 Express and Oracle Enterprise Linux for the Exadata X2-8
database servers. True (*)
The Cisco Gigabit Ethernet Switch is used primarily toAdminister the Database Machine (*)
The half-rack can be expanded by cabling additional half-racks together. True (*)
Which response is considered to be the "building block of the massively parallel Exadata Storage Grid?
Exadata Storage Server (*)
Cables for expanding up to 3 full racks are included in the shipping materials.True (*)
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:
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. (*)Identifying collections of patches which a customer might want to consider
applying as a group. (*)
Identify the support model described: This support model support software defects are identified and
customers are automatically notified of the potential problem and its impact. Predictive support model
(*)
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. Oracle By Example (OBE) (*)
This stage of Life time Support provides provides you with an extra three years of support for specific
Oracle release for an additional fee. Extended support (*)
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 (*)

List ALL what is is available within the Getting Started region. Contains valuable information to assist
new users in navigating the portal and to make full use of the portal functionality. (*)You will find an
overview of My Oracle Support. (*)Provide links to both pre-recorded and live training sessions.
(*)Contains links on how to best utilize the configuration manager. (*)
This stage of Life time Support provides maintenance and support of Oracle database, middleware, and
application products for 5 years from their general availability date. Premier Support (*)
This is another resource containing recorded discussions during which development outlines functionality
included within new product releases. Transfer of Information (TOI) (*)
List all benefits of using My Oracle Support. Provides you access to the My Oracle Support Community,
where you can participate in discussions, and exchange knowledge with an extensive network of peers
and Oracle experts. (*)It is Oracle's next generation support platform. (*)It is the single point-of-entry for
all interactions with Oracle Support (*)It is an easy to navigate, web-based portal that provides
personalized, proactive, and collaborative support. (*)
From this region you can drill down to specific dashboard where you will find 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 mitigate that risk. System Health Region (*)
This region 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 (*)
Lifetime Support supports you at Every Stage of the Applications Life Cycle True (*)
It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. False (*)
Lifetime Support is only Applicable to which of the following Oracle Products? All of the above (*)
A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with
BOTH Oracle and a participating Partner. True (*)
which are TSANet relationship levels? Closed Group Agreements (*)Classic or Standard Community
(*)Mission Critical Community (*)
MVSP can be a replacement for supportFalse (*)
As an active OPN member, you are automatical become OPN-MVSP benefit. False (*)
Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is
NOT true? partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue
from a mutual customer. (*)
Who controls My Oracle Support access for your CSI? Customer Users Administrator for your CSI (*)
How do you report a bug to Oracle DevelopmentContact Oracle Support and they will raise a bug with
Development if appropriate (*)
True or False? Escalating an SR and raising the severity of a SR have exactly the same impact False (*)
When can you log a SR via My Oracle Support? 24x7 (*)
Which of the following would not be a valid reason to escalate the SR? SR was raised at wrong severity
(*)

Which of the following is not the responsibility of a Support Engineer? Educate customers on how to use
the products (*)
When a problem in an SR is putting a project milestone at risk when would be the most effective time to
escalate? 7-14 days before the milestone (*)
True or False? The most effective way to escalate an SR is to contact your Oracle Partner ManagerFalse
(*)
What does escalating a SR mean? Bringing Support management attention to the problem (*)
Projects works with Configuration toAllows you to monitor SRs that are attached to a Project (*)Allows
you to keep track of issues affecting your milestone (*)Helps you schedule and plan for the roll-out of
new Oracle implemenations (*)Allows you to manage the systems you choose to include in a single
region (*)
My Oracle Support Global Search searchesBoth the Document Body and the Attachment texts (*)
Patch Plan shows the planned releases of patches for the different Oracle Product LinesFalse (*)
If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means
thatYour profile does not include a CSI with configuration data collected/uploaded by collectors (*)
What is my Oracle Support Community? It is a multi-channel for sharing information about Oracle
products, services, and related technologies (*)It is Oracles multi-channel platform for online
collaborative support (*)Its a micro-community within Oracles existing community which includes
Oracles Technology Network(OTN) ,Oracle Wikis, Oracle Blogs, Oracle Mix, and a variety of Oracle
product related User Groups (*)
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 (*)
This tab in My Oracle Support community shows recently created communities content. Discussions and
Documents tab (*)
The Main Community Home page or tab is comprised of a number of regions including My Communities,
Rank, Tags, Top Participants, Community Spotlight, recent content, getting started, news and
announcements, and eventsTrue (*)
This is the region where the Community Members can follow as their rank grows through their continued
community participation. The Rank region (*)
This tab in My Oracle Support community is a way for you to organize and easily find community content.
Tags tab (*)

When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. True (*)
Your system must meet the following requirements to be able to run Oracle Web ConferencingWindows
98 or later (*)Pop-up blocking must be disabled in your browser (*)Microsoft Virtual Machine (VM) or Sun
JRE (*)Internet Explorer 5.5 or later (*)1024 x 768 screen resolution (*)
Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit
encryption for transmitting encyrpted data securely.

True (*)
You can expect the following after requesting for a Service Request escalationAll of the above (*)
If you wish to escalate further up the Oracle Management chain what must you have in place? Escalation
contacts further up your internal organisation (*)
Select ALL important points to consider to ensuring a productive relationship with your customers.
Teach and
develop
timemanagement
skills for
your
employees
prioritization
of tasks,
urgency vs
impact (*)
Under promise and over deliver (*)
Define and structure service provided what is provided and how, time
lines, milestones (*)
Plan and execute well by focusing on both proactive and reactive
techniques to minimize stress (*)
Teach the customer how to better interact with your processes (*)

The primary difference between making unhappy customers happy and making happy customers even
happier is the point of initiation. With unhappy customers, even if you did not know why they were
unhappy before speaking with them, you can be certain that you soon will learn the reason for their
unhappiness. Once you know why they are unhappy, it is relatively easy to plot a course of action to
convert them into a happy customer. True (*)
To help build an effective customer service model for your business its important to identify and
build an effective communication and knowledge model based on the similarities and common
characteristics of your customers.
True (*)
What the customers want? Customers want and expect the following from Oracle and its partners. Select
all that applies.
Be the
Center
of
Attention
when
they
have
Needs
they
want to
feel they
have

priority
and
attention
when
issues
arise. (*)
expect us to be proactive and to anticipate their wants and needs (*)
staff needs to be proficient in all available communication options and
know when to appropriately use each (*)
Effectively read customers preferred communication style (*)

When reviewing communication standards in your company its important to review and address the
following subject. List all that applies.
Use different
vocabularies
for
addressing
managers vs
high tech
database
administrator
(*)
Understand how to properly address conflict and issues to defuse emotion
(*)
Speak in a tone that offers support and confidence. (*)
Observe proper etiquette in address customers. (*)
Develop protocol for conducting and managing conference calls (*)

Superior Ownership Experience is all about relationships, trust, commitment, communication, doing the
right thingTrue (*)
Benefits of Customer Soft-Skills training program will enable partners to:
Help to develop
and improve
skills
communications
(*)
Achieve industry leadership (*)
Create a supreme ownership experience to their end customers (*)
Become recognized part of a high performing organization (*)
Better understand customer expectations (*)