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Customer User Administrator and Support Identifiers

(Answer all questions in this section)


1.The Customer User Administrator (CUA) manages access levels for
other CUAs (who share the same Support Identifier).

Mark for Review


(1) Points

True (*)
False
Correct
2.Select the best reason why a Customer User Administrator (CUA)
would activate Auto Approve for a Support Identifier.

Mark for Review


(1) Points

The Organization is very large, and the CUA does not have time
to individually approve all requests
To enable generic access to Knowledge Base and My Oracle
Support Community (*)
This is a security risk; therefore, a CUA would not use this feature
To stop the email notification about users wanting access
None of the above
Correct
3.A Support Identifier (SI) is a numeric value that is assigned when
purchasing Hardware or Software from Oracle.

Mark for Review


(1) Points

True (*)
False
Correct
4.Who approves End Users and sets their access levels for My Oracle
Support?

Mark for Review


(1) Points

Oracle Support
Your Organization
Your Customer User Administrator (*)
None of the above
You do not need approval for access

Correct
5.Oracle Support manages roles and responsibilities for all users
associated to a Support Identifier in My Oracle Support.

Mark for Review


(1) Points

True
False (*)
Correct
Customer User Administrator and Support Identifiers
(Answer all questions in this section)
6. How would the Customer User Administrator (CUA) turn on the
Service Request Details in the email option for a Support Identifier?

Mark for Review


(1) Points

Administration > Support Identifiers > Service Request Details


in Email
Personalization > Service Request Details in Email Turn On
The CUA can do both 1 and 2
It is a two-step process: The CUA can only address the
Administration action and the User has to complete the
Personalization action (*)
None of the above
Correct

My Oracle Support Introduction


(Answer all questions in this section)
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?
Click 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

Mark for Review


(1) Points

None of the above


Correct
8. 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
9. 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?

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(1) Points

Call Oracle and log a Service Request to ask what changes have
been made.
Post a question in the Using My Oracle Support Community
asking what changes have been made in the last release
Access the My Oracle Support Resource Center and view the
Release Notes (*)
Search for 'Release Notes' in the Global Search and go through
the different results.
Correct
10.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?
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: From Selected Products, click
Add and search for My Oracle Support, select "Knowledge
Articles" and Apply your changes.
None of the above
Correct
My Oracle Support Introduction
(Answer all questions in this section)

Mark for Review


(1) Points

11.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)


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
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 (*)
Ask your CUA to suggest a layout
Correct
12.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
13.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

Knowledge Search and Browse


(Answer all questions in this section)
14.PowerView is a type of search that you can use in place of Global
Search

Mark for Review

(1) Points
True
False (*)
The PowerView feature allows you to filter search results by
product family or other options
15.What is a Search Assistant?

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(1) Points

A new section in the Service Request process


Some products have created Search Assistants which allow you
to identify where a product issue is occurring and then
recommend documents based on your selection (*)
Voice-activated help feature that you can turn on in My Oracle
Support
An option you can select under Knowledge Preferences
Correct

Knowledge Search and Browse


(Answer all questions in this section)
16.What is the best way to find content in My Oracle Support based on
product?

Mark for Review


(1) Points

Post a thread in My Oracle Support Community


Use the 'Search & Browse' feature on the Knowledge tab and
product-based information centers (*)
Check the Certifications tab
Global Search bar
Correct
17.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
solutions during SR creation (*)
All of the above
None of the above
Correct
18.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
19.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 desired information due
to the large volume of content returned with this approach.

Mark for Review


(1) Points

True (*)
False
Correct

Product Certifications
(Answer all questions in this section)
20.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
Product Certifications
(Answer all questions in this section)
21.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
22.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
23.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 (*)
Older products and some new products are NOT available in the
Certifications tab; however, there may be content if you use
global search. If not, post your question in the community for
your product.
24.What is the definition of a certification?

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

Patches and Updates


(Answer all questions in this section)
25.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
Patches and Updates
(Answer all questions in this section)
26.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

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
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.
Correct

27.You have a question about the patch you are downloading. Which is
the best option from the following choices?

Mark for Review


(1) Points

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 (*)
Call Oracle Support and ask a Support Engineer
Log into My Oracle Support Community, locate your product
and post your question
Submit a Service Request with your question as the summary
Correct
28.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 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
Log a Service Request
Add the 'Recommended Patch Sets' widget to your dashboard
Create a new thread in the appropriate patching community and
discuss with the members of your community. (*)
Use Google to find out what recommended patches are available
Correct
29.I can use Patch Plans and Upgrade Plans without having Oracle
Configuration Manager installed.

Mark for Review


(1) Points

True
False (*)
Correct
30.What products can use patch plans? Identify an answer within My
Oracle Support with the best description.

Mark for Review


(1) Points

Database, Fusion Middleware, and Enterprise Manager (*)


All Oracle Products

Only products which have collector installed and configuration


is being sent to Oracle
You set this preference in My Account to identify patch plans
you want to use
Database, Fusion Applications, Fusion Middleware and Cloud
Correct
My Oracle Support Community
(Answer all questions in this section)
31.You recently created a new discussion 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 discussion was likely deleted by a moderator because it


was in the wrong community
Log a Service Request
Look under Browse, Content, Authored 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
32.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
33.In what subspaces can you post a Blog or Idea?

Mark for Review


(1) Points

Only the subspaces that have the "Activity" Blog or Idea


available (*)
No spaces or subspaces
Any spaces or subspaces

This feature is not an option in My Oracle Support Community


Correct
34.You have a specific question regarding Oracle Database. You are
new to the community framework and are not sure how to go about
searching to identify a relevant Database-oriented community. What
is your best approach?

Mark for Review


(1) Points

Open a non-technical Service Request


Ask for recommended communities in the Getting Started
section of My Oracle Support.
Type your Database-related question in the search bar and view
questions already posted in various Database communities or
type Oracle Database under select a sub-space to see available
communities. (*)
Post this question in the 'Using My Oracle Support' Community
Correct
35.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
Correct
My Oracle Support Community
(Answer all questions in this section)
36.How can you view Subspaces you are following?

Mark for Review


(1) Points

My profile > More > Places


In the region "Spaces I am following"
In Activity > Content Streams, I can view places that I am

following
All of the above (*)
Correct
37.My email is overflowing with notifications from My Oracle Support
Community. What options do I have to address this problem?

Mark for Review


(1) Points

I can adjust my preferences and turn off email


I can go to Activities, view my content streams and then edit
each stream by turning email on or off as needed.
I can check the spaces I am following to ensure I am not
following top level spaces such as My Oracle Support (which
pushes changes from EVERY community into my in box).
All of the above (*)
Correct

Using Support Best Practices for Hardware & Software


(Answer all questions in this section)
38.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
39.Oracle Enterprise Manager Harvest Job is a collection tool that
gathers information about your Oracle set-ups, configuration, and
OS. You can automate this information transfer with Oracle

Mark for Review


(1) Points

True (*)
False
Correct
40.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
Using Support Best Practices for Hardware & Software
(Answer all questions in this section)
41.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

Asset-View access level (*)


CUA Access level
None. It is available to all users
SR Create & Update
Correct
42.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
43.To install Auto Service Request (ASR), you need to validate all of
the following: User has Assets access level in My Oracle Support,
there is an instance of the ASR manager installed on the network,
asset is ASR qualified, ASR install process can be performed on the
asset, ASR activation process has been completed by associating a

Mark for Review


(1) Points

contact in My Oracle Support, and Service Tools Bundle is installed.


True (*)
False
Correct

Create and Manage Service Requests


(Answer all questions in this section)
44.You were able to resolve a Service Request before Oracle Support
came back with a suggested solution. What should you do?

Mark for Review


(1) Points

Click on 'Close SR' and provide detailed comments (Update


Detail) on the solution you found to help Oracle Support
improve our knowledge base (*)
Just close the SR with no further updates
Call the Support Engineer for advice
Ask your CUA to initiate an auto-close of this SR since you have
a solution
None of the above
Correct
45.Which of the following is the best example of a Service Request
Problem Summary?

Mark for Review


(1) Points

System not working


Application is slow
MySql - using JDBC eWay is experiencing a connection
problem - ClassName not found (*)
Blue screen
Correct
Create and Manage Service Requests
(Answer all questions in this section)
46.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
47.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
48.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
49.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
50.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

Mark for Review


(1) Points

Identifier approved and associated with their account


True (*)
False
Correct
Mobile My Oracle Support
(Answer all questions in this section)
51.What is the best description of Mobile My Oracle Support?

Mark for Review


(1) Points

A new type of My Oracle Support Community intended for users


who want to review threads with their mobile device
A version of My Oracle Support that you can download to run on
your desktop
My Oracle Support web-based application optimized for mobile
devices (*)
A new messaging system that emails you SR updates via your
smart phone
None of the above
Correct
52.The Mobile My Oracle Support application is only available to Users
with the Customer User Administrator (CUA) role

Mark for Review


(1) Points

True
False (*)
Correct
53.You are a CUA for your company. You are currently in a three-day
organizational meeting and are concerned about getting behind on
new user requests for access to My Oracle Support. Unfortunately,
you will not be able to approve any requests through the mobile
application as it only allows you to search the knowledge base.
True
False (*)
Correct

Mark for Review


(1) Points

54.I am able to create a new Service Request using the Mobile My


Oracle Support interface

Mark for Review


(1) Points

True
False (*)
Correct
55.The Customer User Administrator for my organization is able to
utilize Mobile My Oracle Support to review access requests with just
a smart phone and Internet access.

Mark for Review


(1) Points

True (*)
False
Correct
Mobile My Oracle Support
(Answer all questions in this section)
56.You receive a Tweet from Oracle while you are in a meeting. There
is some interesting information about one of your products. You can
quickly log into Mobile My Oracle Support and search the
knowledge base to get more details to share with your colleagues
during the meeting.

Mark for Review


(1) Points

True (*)
False
Correct

Oracle Support Policies


(Answer all questions in this section)
57.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).
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
Log a Service Request and ask Oracle to send it to you

Mark for Review


(1) Points

Contact your Oracle Sales representative and purchase Extended


Software support for your product that needs patching (*)
Correct
58.What items are covered by your Premier Support Policy? Select all
that apply.

Mark for Review


(1) Points

(Choose all correct answers)


Access to new functionality included in Oracle Patches and
Upgrades (*)
Access to Oracle Product knowledge and Oracle Product bug
fixes (*)
Access to Oracle Support Engineers to de-code customized code
and undertake script development
Access to My Oracle Support Community (*)
Access to Oracle Engineers to perform mapping business
requirements to product functionality
Correct
59.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 (*)
Call your Oracle Sales or Account Representative
Log a Service Request and request information about support
dates
Correct
60.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
OCVS Overview
(Answer all questions in this section)
61.Which of the following statements regarding enrollment in Oracle
Collaborative Vendor Support (OCVS) is NOT true?

Mark for Review


(1) Points

A partner should wait to enroll in OCVS until they encounter a


multi-vendor support issue from a mutual customer. (*)
OCVS is offered as a value-added benefit at no additional costs
to Oracle Partners as part of their OPN membership.
A Partner should enroll in OCVS proactively if they provide
support services to mutual customers.
Enrollment in OCVS is easy by selecting the "Join Now" link
from the OCVS portal page on OPN.
Useful OCVS enrollment information can be found on the OPN
portal under Support > Learn About Support Offerings and
Benefits.
Incorrect. Refer to the Oracle Collaborative Vendor Support
(OCVS) Overview training for more information.
62.Which of the following are support challenges at multiple vendor
computing environments?

Mark for Review


(1) Points

none of the above


All of the above (*)
Complexity of MVS environments
Rising Multi-Vendor Support Activity
Prohibitive Training Demands for technical analysts <br><br>
Expanding call Resolution Times
Correct
63.To support a mutual customer, an OCVS 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
64.A "Mutual Customer" under Oracle Collaborative Vendor Support
(OCVS) must have an active support contract with BOTH Oracle
and a participating Partner.

Mark for Review


(1) Points

True (*)
False
Correct
65.Under the OCVS model, a customer calls a vendor for a technical
problem. While the support analyst decides involvement from
another vendor, he will log an SR to the other vendor, then customer
follows the other verndor's SR process.
True
False (*)
Correct

Mark for Review


(1) Points

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