You are on page 1of 83

Creating Customer Value

(Answer all questions in this section)

1. List all benefits of using My Oracle Support .

(Choose all correct answers)

ll) lt is Oracle's next generation support platform . (")


ll) lt is an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support . (")
0 A nswers 1,2 & 3 only
0 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. (")
ll) lt is the single point -of-entry for all interactions with Oracle Support (")

~ Corrrect

2. This region contains the capability to drill down and see the details for any of the systems in y our collected configurations. You can compare point in time history of your systems
as well, allowing you to identify any changes that have occurred over time.

@ Systems region (")


News region
Getting started region
Draft Service Request region
Service Request region

~ Corrrect

3. This region from the dashboard provides an overall view of system health across the enterprise, configuration, or specific targets based on how you have set up your dashboard .
This region is only available to those customers who are taking advantage of the Configuration Manager.

System Health Region (")


Getting started region
@ Service Request region
News Region
Draft Service Request region

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

4. This online assessment tool is designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance- with the
goal to help customers get max imum value from their Oracle investments

@ Customer Success Self-Assessment (")


Customer Services Catalog
Sustaining Support
Transfer of Information (TOI)
Newsletters

~ Corrrect
5. Patches and Updates tab· This functionality has been complet ely redesigned with the migration from Metalink and Metalink 3 to My Oracle Support . This tab now provides the user
with a dashboard centric, Patch Home Page allowing the user to:

(Choose all correct answers)

0 Provides Patch Recommendations making it easier to obtain and deploy fixes for known critical issues (' )
0 1dentifying collections of patches which a customer might want to consider applying as a group. (' )
0 Ability to view and download patches from the Patch Recommendations and Search capability Viewing Patch and Update Information in the My Oracle Support interface (' )
0 Search for patches by Patch Number, Product, Product Family and Saved Searches through the Simple Search option (' )
0 You will be presented with information about how many customers have downloaded that particular patch. (' )

~ Corrrect

Page 1 of 10 ~ ( Summary)
Creating Customer Value
(Answer all questions in this section)

6. This is Oracle's simple, predictable, and the most comprehensive policy available, it helps drive your business by putting you in control of your upgrade strategy success.

Lifetime Support Policy (' )


Premier Support
Extended support
@ Sustaining Support
None of the above

f3 Incorrect, refer to the Creating Customer Value training for more information

7. The Inventory and Usage region is available even for those who are not using the Configuration Manager.

True
@ False (' )

~ Corrrect

8. 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 .

Getting started region


System Health Region (' )
Draft Service Request region
@ Service Request region
News Region

f3 Incorrect, refer to the Creating Customer Value training for more information

9. The My Oracle Support framework was created using FLEX Technology from Adobe. Using the Flash viewer allowed the flexibility to design a system that is very user friendly.

@ True (' )
False

~ Correct
10. 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 Ex ample (OBE) (')


Sustaining Support
Transfer of Information (TOI)
Customer SeiVices Catalog
Newsletters

~ Corrrect

( Previous ) Page 2 of 10 ~ ( Summary)


Creating Customer Value
(Answer all questions in this section)

11. Identify the support model described : Support model that provides information about the latest issues and patches, then you as a customer review what solutions may or may not
apply in your environment.

@ Traditional support model


Pro-active support model (' )
Predictive support model
None of the above
A ll of the above

f3 Incorrect, refer to the Creating Customer Value training for more information

Oracle's Lifetime Support Policy


(Answer all questions in this section)

12. Lifetime Support supports you at Every Stage of the Applications Life Cy cle

@ True (' )
False

~ Corrrect
13. Lifetime Support is only A pplicable to which of the following Oracle Products?

JDEdwards
PeopleSoft
Oracle E-Business
Siebel
@ A ll of the above (' )

~ Corrrect
14. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support .

True
@ False (' )

~ Corrrect
MVSP Overview
(Answer all questions in this section)
15. MVSP can be a replacement for support

@ True
False (' )
0 Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

( Previous ) Page 3 of 10 ~ ( Summary)


MVSP Overview
(Answer all questions in this section)

16. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true?

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN.
Useful MVSP enrollment information can be found on the OPN portal under Support > Learn A bout Support Offerings and Benefits.
@ A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. (' )
The MVSP is offered as a value-added benefit at no additional costs to Oracle Partners as part of their OPN membership.
A Partner should enroll in the MVSP proactively if they provide support services to mutual customers .

~ Correct

17. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true?

Provides a consistent, collaborative support process by which to engage with Oracle Support .
@ Provides a consistent support process for all of a Partne( s support needs, regardless of a Mutual Custome( s involvement. (')
Reduces training commitment by not having to pursue in-depth training on Oracle products you do not support .
Enables practices that align with many industry support certifications.
Reduces costs by not having to create and maintain traditional cooperative support agreements.

~ Correct

18. Which of the following statements reflect the value proposition to our Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)?

(Choose all correct answers)

0 Increases the time to implementation for multi-vendor solutions.


0 Increases the risk and costs associated with owning multi-vendor solutions.
0 1mproves response by having all parties involved in the collaboration. (')
0 Strives to prevent the frustration of "finger-pointing" between vendors and improves overall satisfaction . (' )
0 Provides enhanced support value for multi-vendor implementations. (')

~ Correct
'-1 vv .. .......

19. There are no call rest rict ions with other members at the TSANet Classic level

@ True
False(")

a Incorrect. Refer to the Mu~i·Vendor Support Program Overview training for more information.

Oracle Support Basics


(Answer all questions in this section)

20. To request Severity 1 Support what should y ou have in place?

Oracle Consu~ant onsite


SR Escalation
@ 24x7 availability to work with Support (•)
Ability to provide remote access via OCS

~ Correct

( Previous) Page 4 of 10 ~ ( Summary)


Oracle Support Basics
(Answer all questions in t his section)

21. True or False? A n SR should be escalated when the severity assigned does not reflect the true business impact

@ True
False (' )

0 Incorrect, refer to the Oracle Support Basics training for more information
22. When should a SR severity be changed?

W hen escalating a SR
As soon as the SR is opened
@ When the impact on the business changes (' )
Never

t!:i Correct
23. If you wish to escalate further up the Oracle Management chain what must you have in place?

Authorisation from your Oracle Account Manager


An additional business case
OCS session arranged
@ Escalation contacts further up your internal organisation (' )

t!:i Correct

24. Which 3 of the following does My Oracle Support allow you access to?

(Choose all correct answers)


0 Oracle Education Schedules
0 Patches (' )
0 Oracle User Community (' )
0 Bug information (' )

t!:i Correct
25. W hat can you expect following an escalation request?

@ Oracle Support manager telephones you to discuss your problem and agree to an action plan (")
Support Engineer passes SR to another engineer
Oracle Consultant onsite within 24 hours
24x7 working until problem resolved

~ Correct

( Previous ) Page 5 of 10 ~ ( summary)


Oracle Support Basics
(Answer all questions in this section)

26. Which severity should a SR be raised at if there if a minor impact on the business?

Severity 1
@ Severity 3 (')
Severity 2
Severity 4

~ Correct
27. When a problem in an SR is putting a project milestone at risk when would be the most effective time to escalate?

@ A s soon as the SR is raised


24 hours before the milestone
2 days before the milestone
7-14 days before the milestone (')
f3 Incorrect, refer to the Oracle Support Basics training for more information

28. Before raising an SR which of the following would you not need to do?

Set up an Oracle Collaborative Support session (')


Run diagnostic tools
@ Check My Oracle Support for any resolutions to similar issues
Ensure you understand the business impact

G Incorrect, refer to the Oracle Support Basics training for more information

My Oracle Support
(Answer all questions in this section)

29. You can search for particular Document ID using PowerView

@ True
False (')

f3 Incorrect. Refer to the Quick Search in My Oracle Support training for more information
30. The Service Request Home Page contains Service Requests, Draft Service Requests and Bug Summary

True (')
@ False
f3 Incorrect. Refer to the Service Request Management training for more information

( Previous ) Page 6 of 10 ~ ( Summary)


My Oracle Support
(Answer all questions in this section)

31. How many filters can you add using PowerView

@ A s many as you need (' )


5
None
10
~ Corrrect

32. When creating a new Service Request, y ou can autofill your request using

(Choose all correct answers)

0 Project Information
0 Service Request Profile (' )
0 System Configuration (' )
0 Default SR Profile
0 Ex isting Service Request (' )

G Incorrect. Refer to the Service Request Management training for more information

My Oracle Support Community


(Answer all questions in this section)

33. The Main Community Home page or tab is comprised of a number of regions including My Communities, Rank, Tags, Top Participants, Community Spotlight, recent content,
getting started, news and announcements, and events

@ True (' )
False

~ Correct
~ Loorrecr
34. This tab in My Oracle Support community is a way for you to organize and easily find community content.

@ Tags tab (')


People finder tab
Profile tab
Private Messages tab
Discussions and Documents tab

~ Correct
35. The Main Community Home Page contains links to new member orientation resources, recorded trainings, FA Qs, and a variety of other helpful resources for those of you just
starting out in the communities.

@ True (')
False

~ Correct

( Previous ) Page 7 of 10 ~ ( Summary)


My Oracle Support Community
(A nswer all questions in this section)

36. This is the region where the message from an Oracle Ex ecutive is often highlighted .

@ The News and A nnounements region


The Tags region
The Spotlight region (' )
The Recent content region
The Getting started region

0 Incorrect. Refer to the My Oracle Support Community training for more information .
37. This tab in My Oracle Support community shows recently created communities content.

People finder tab


Discussions and Documents tab (' )
Tags tab
Private Messages tab
@ Profile tab

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

38. In the Rewards and Recognition Program of the My Oracle Support Community, the User Reputation Model calculates points based on member participation, document
contribution, as well as customer and partner feedback .

@ True (' )
False

~ Correct

Oracle Collaborative Support Program


(A nswer all questions in this section)

39. Which of the following are the benefits of using Oracle Collaborative Support ?

(Choose all correct answers)


0 Faster resolution of issues (' )
0 Provide training on how to use a Product
0 1mprove Customer Satisfaction (' )
0 Provide customer with license discounts
0 A ll of the above

~ Correct
40. Oracle Web Conferencing allows you to do the following

Save a screen snapshot


Share an application
Share Document
Draw on the whiteboard
All of the above (j

~ Correct

( Previous ) Page 8 of10 ~ ( summary)


Oracle Collaborative Support Program
(A nswer all questions in this section)

41 . When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email.

@ True (')
False

~ Correct

How to Escalate a Service Request within Oracle Support


(Answer all questions in this section)

42. You can expect the following after requesting for a SeiVice Request escalation

You will receive a call from Oracle Support Manager


The manager will go over your issue with you, making sure there is mutual understanding .
The manager provides you with an action plan
The manager ensures that the appropriate resources are assigned and all actions are completed .
@ A ll of the above (')

~ Correct

43. A Customer should ensure the following before requesting for a SeiVice Request Escalation

Review the SeiVice Request for correctness of problem statement


Update SR with business impact
Update SR with milestone date
@ A ssess the appropriateness of severity level
A ll of the above (')

G Incorrect. Refer to the How to Escalate a SeiVice Request within Oracle Support training for more information.
Customer Service Soft-skills Training Best Practices
(Answer all questions in this section)

44. To define the difference between mediocre companies, poor performers and Market Leaders

(Choose all correct answers)


0 Know when to say no professionally to customer requests and providing alternate solutions (' )
0 Understand the concept that business cannot exist without satisfied customers who help sustain revenues (')
0 Set reasonable and measureable expectations with their customers (')
0 Create world-class customer contact (')
0 Understand the difference between customer's needs and wants (')

f3 Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information .

45. Understand the difference between what your customers want and what your customers need helps provide positive customer experience . Providing targeted information and advice
they can use them to focus more on what they need than on what they think they want.

@ True (')
False

~ Correct

( Previous ) Page 9 of 10 ~ ( Summary)


Customer Service Soft-skills Training Best Practices
(A nswer all questions in this section)
46 . Not having answers or know how to obtain information in a timely manner contribute to customer frustration.

@ True (')
False

~ Correct
47. W hat the customers want? Customers want and expect the following from Oracle and it's partners. Select all that applies.

(Choose all correct answers)

0 Be the Center of Attention when they have Needs - they want to feel they have priority and attention when issues arise. (')
0 expect us to be proactive and to anticipate their wants and needs (')
0 staff needs to be proficient in all available communication options and know when to appropriately use each (')
0 Effectively read customer's preferred communication style (')
0 None of the above

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

48 . Which of the following statements are true and will make happy customers more happier. (Select all that applies).

(Choose all correct answers)


0 Most customers gladly will accept any documentation or materials you believe may help them utilize their software more efficiently. (')
0 Provide your customers with new product or service information before it is widely disseminated. (')
0 Keep track of the things you have done in the past to make them happy; do more of the same (')
0 Strive toward making your relationships with your customers true partnerships rather than that of just a vendor-customer (')
0 Understand your customers' plans for future utilization, expansion and make the appropriate recommendations for upgrading to newer or different software or
releases. (')
G Incorrect . Refer to the Customer Service Soft-skills Training Best Practices training for more information.

49. Superior Ownership Experience is all about relationships, trust, commitment, communication, doing the right thing

@ True (')
False

~ Correct
50. Effective Communication skills are NOT essential in developing satisfied customers .

True
@ False (' )

~ Correct

( Previous ) Page 10 of 10 ( Summary)


1. This stage
of Life time Mark for Review
Support (1) Points
provides
technical
support,
including
access to
our online
support
tools,
knowledge
bases, and
technical
support
experts. It
is available
for as long
as you
license
your
Oracle
products.
Lifetime Support Policy
Premier Support
Extended support
Sustaining Support (*)
None of the above

Corrrect
2. This region allows for quick and easy monitoring of all your open
issues right at the dashboard. Mark for Review
(1) Points
Knowledge region
Service Requests region (*)
News region
Draft Service Request region
Getting started region

Corrrect
3. It is a support capability that automates the exchange of configuration
information between Oracle Support and our customers, enabling Mark for Review
proactive detection of issues our customers may encounter, and (1) Points
allowing for faster resolution times in instances where you do run into
an issue.
Support Diagnostics tool
Remote Diagnostcs Agent
Configuration Manager (*)
Change assistant
Upgrade wizard

Corrrect
4. This resource brings you news, technical content, and technical
updates from the various Oracle Support teams. They are created for Mark for Review
the purpose of enhancing your service experience with Oracle (1) Points
Support by proactively providing you with valuable information.
Customer Services Catalog
Sustaining Support
Transfer of Information (TOI)
Newsletters (*)
Lifetime Support Policy

Corrrect
5. This training resource is built for practical real-world situations,
allowing you to gain valuable hands-on experience as well as use the Mark for Review
presented solutions as the foundation for production implementation, (1) Points
dramatically reducing time to deployment.
Oracle By Example (OBE) (*)
Sustaining Support
Customer Services Catalog
Newsletters
Transfer of Information (TOI)

Incorrect, refer to the Creating Customer


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

Sustaining Support
Customer Services Catalog
Transfer of Information (TOI) (*)
Lifetime Support Policy
Newsletters

Incorrect, refer to the Creating Customer


Value training for more information
7. This online assessment tool is designed to share Global Software
Support good practices across 5 domains - Strategy, Process, Mark for Review
People, Technology and Governance – with the goal to help (1) Points
customers get maximum value from their Oracle investments
Customer Success Self-Assessment (*)
Newsletters
Customer Services Catalog
Transfer of Information (TOI)
Sustaining Support

Corrrect
8. Identify the support model described: This support model centered
around reactively working customer issues. You work with support on Mark for Review
the issue, identify a solution, and then move to implement that (1) Points
solution.
Traditional support model (*)
Pro-active support model
Predictive support model
None of the above
All of the above

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

True (*)
False

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

Corrrect
11.Identify the
support Mark for Review
model (1) Points
described:
This support
model
support
software
defects are
identified
and
customers
are
automatically
notified of
the potential
problem and
it’s impact.
Traditional support model
Pro-active support model
Predictive support model (*)
None of the above
All of the above

Correct

Oracle's Lifetime Support Policy


(Answer all questions in this section)
12. Extended Support has a what % uplift over the current Premier
support fee for the first year of the Extended Support period. Mark for Review
(1) Points
15%
5%
20%
10% (*)
2%

Incorrect. Refer to the Lifetime Support


training for more information.
13. Certifications with most New Third Party Products/Versions are
covered under which level(s) of support? Mark for Review
(1) Points
Premier Support (*)
Extended Support
Sustaining Support
Premier & Extended Support
None of the Above

Corrrect
14. Premier Support Extends for how many years after a product's
release? Mark for Review
(1) Points
10 years
8 Years
5 years (*)
No limit
1 Year

Corrrect

MVSP Overview
(Answer all questions in this section)
15. which year was TSANet established?
Mark for Review
(1) Points
1990
1991
1993 (*)
1994
1992

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

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

True
False (*)

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

True (*)
False

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

Correct

Oracle Support Basics


(Answer all questions in this section)
20. Which is a valid name of a diagnostic tool for Oracle Server?
Mark for Review
(1) Points
SR (Service Request)
RDA (Remote Diagnostic Agent) (*)
Configuration Manager
OWC (Oracle Webconference)

Correct
21.Which
severity Mark for Review
should a (1) Points
SR be
raised at
if there if
a minor
impact on
the
business?
Severity1
Severity3 (*)
Severity 4
Severity 2

Correct
22. When should a SR severity be changed?
Mark for Review
(1) Points
Never
When the impact on the business changes (*)
When escalating a SR
As soon as the SR is opened

Correct
23. Which of the following is not a benefit of the Oracle Diagnostic Tools?
Mark for Review
(1) Points
Application customers can run proactive tests
Customer can log an SR and leave all action with Oracle until
resolved (*)
Reduces SR ping-pong
Captures customer configuration information

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

Correct

My Oracle Support
(Answer all questions in this section)
25. Oracle recommends that customers install CPU Patches immediately
Mark for Review
(1) Points
True (*)
False

Corrrect
26. How many filters can you add using PowerView
Mark for Review
(1) Points
None
1
5
10
As many as you need (*)

Corrrect
27. Lifecycle PowerView Filter requires Configuration
Mark for Review
(1) Points
True (*)
False

Corrrect
28. In what ways can you customize your dashboard
Mark for Review
(1) Points
Minimize and maximize regions
Drag and drop regions
Sort attributes ascending or descending
None of the above
All of the above (*)

Incorrect. Refer to the My Oracle Support


training for more information.

My Oracle Support Community


(Answer all questions in this section)
29. Your Personal Information region in User Profile in My Oracle Support
Community contains Mark for Review
(1) Points
(Choose all correct answers)
Name (*)
Email (*)
Phone (*)
Race
None of the Above

Correct
30. This tab in My Oracle Support Community is a way for you to organize
and easily find community content. Mark for Review
(1) Points
Tags tab (*)
People finder tab
Private Messages tab
Profile tab
Discussions and Documents tab

Incorrect. Refer to the My Oracle Support


Community training for more information.

Page 3 of 6

21.Which
severity Mark for Review
should a (1) Points
SR be
raised at
if there if
a minor
impact on
the
business?
Severity1
Severity3 (*)
Severity 4
Severity 2

Correct
22. When should a SR severity be changed?
Mark for Review
(1) Points
Never
When the impact on the business changes (*)
When escalating a SR
As soon as the SR is opened

Correct
23. Which of the following is not a benefit of the Oracle Diagnostic Tools?
Mark for Review
(1) Points
Application customers can run proactive tests
Customer can log an SR and leave all action with Oracle until
resolved (*)
Reduces SR ping-pong
Captures customer configuration information

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

Correct

My Oracle Support
(Answer all questions in this section)
25. Oracle recommends that customers install CPU Patches immediately
Mark for Review
(1) Points
True (*)
False

Corrrect
26. How many filters can you add using PowerView
Mark for Review
(1) Points
None
1
5
10
As many as you need (*)

Corrrect
27. Lifecycle PowerView Filter requires Configuration
Mark for Review
(1) Points
True (*)
False

Corrrect
28. In what ways can you customize your dashboard
Mark for Review
(1) Points
Minimize and maximize regions
Drag and drop regions
Sort attributes ascending or descending
None of the above
All of the above (*)

Incorrect. Refer to the My Oracle Support


training for more information.

My Oracle Support Community


(Answer all questions in this section)
29. Your Personal Information region in User Profile in My Oracle Support
Community contains Mark for Review
(1) Points
(Choose all correct answers)
Name (*)
Email (*)
Phone (*)
Race
None of the Above

Correct
30. This tab in My Oracle Support Community is a way for you to organize
and easily find community content. Mark for Review
(1) Points
Tags tab (*)
People finder tab
Private Messages tab
Profile tab
Discussions and Documents tab

Incorrect. Refer to the My Oracle Support


Community training for more information.

Page 3 of 6

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

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

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

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

True (*)
False

Correct

Oracle Collaborative Support Program


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

True (*)
False

Correct
36. If you encounter issues in installing Oracle Web Conference
Console , you should Mark for Review
(1) Points
Try using a different browser
Troubleshoot using New User Test (*)
Contact Oracle Support Hotline
Contact your Network administrator
None of the above

Correct
37. In the OWC Toolbar , click on the following to enable Desktop
Sharing Mark for Review
(1) Points
Attendee drop down list
Share 'Nothing'
Conference Details button
Share ‘Entire Desktop’ (*)
Chat icon

Correct

Oracle Configuration Manager


(Answer all questions in this section)
38. How are RDA generated configurations created?
Mark for Review
(1) Points
They are created when you install OCM.
They are automatically generated when you run RDA.
They are automatically created when you log an SR with an
RDA output attached. (*)
Oracle Support Engineers create them when they connect
using OWC.
Your My Oracle Support administrator creates them when they
install OCM
Corrrect
39. What are the different types of configurations?
Mark for Review
(1) Points
(Choose all correct answers)
Manually entered
Automatically generated by RDA (*)
Auto collected (*)
Configs associated with projects
All of these

Incorrect. Refer to the Software Config


Manager training for more information.
40. How often does OCM collect the auto-config data?
Mark for Review
(1) Points
Every time you log an SR against that configuration.
As often as you want - you can set it up as a batch process.
Every 24 hours (*)
Once a week
You run the OCM manually.

Incorrect. Refer to the Software Config


Manager training for more information.
41.Name two
pro-active Mark for Review
features of (1) Points
the
Configuration
Manager
(Choose all correct answers)
System Healthchecks (*)
Patch Advice (*)
SQL Tuning
Configuration Comparison
Hang Analysis

Correct
42. Which tab in My Oracle Support should you use to access materials
regarding the Configuration Manager? Mark for Review
(1) Points
Configuration
Patches and Updates
Collector (*)
Service Requests
Knowledge

Incorrect. Refer to the Why Use The


Configuration Manager In My Oracle
Support training for more information.
43. Complete inventory reporting is available ONLY if we are using the
Configuration Manager Mark for Review
(1) Points
True (*)
False

Correct

Service Request Priority Routing Using Configuration Manager


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

True (*)
False

Correct

Remote Diagnostics Agents and Database Diagnostic Scripts


(Answer all questions in this section)
45. What is the minimum RDA version required to have RAC multi-node
support Mark for Review
(1) Points
3.1
3.6
5.3
4.2 (*)
4.7

Incorrect. Refer to the Remote Diagnostics


Agents and Database Diagnostic Scripts
training for more information.
46. Name the types of Service Requests where RDA is essential
Mark for Review
(1) Points
(Choose all correct answers)
ORA-00600 internal errors (*)
Instalaltion and configuration (*)
Performance related issues (*)
Upgrade media requests
Answers to "How To" questions

Incorrect. Refer to the Remote Diagnostics


Agents and Database Diagnostic Scripts
training for more information.
47. Only Unix / Linux nodes are supported by the Remote Diagnostic
Agent in a multi-node RAC environment Mark for Review
(1) Points
True (*)
False

Correct
48. New releases of the Remote Diagnostic Agent is made available on
a continuous basis. Which section of the My Oracle Support portal Mark for Review
will provide the alert for this availability? (1) Points

News and Notes (*)


Certification
Healthcheck region
Collector Download
Knowledge Articles

Correct

How to Escalate a Service Request within Oracle Support


(Answer all questions in this section)
49. You should consider escalating an SR when
Mark for Review
(1) Points
(Choose all correct answers)
you encounter a critical roadblock (*)
you are dissatisfied with the resolution or response to a Service
Request (*)
the SR was raised with the wrong severity
Project deadline is within 10 days (*)
All of the above

Correct
50. If you wish to escalate further up the Oracle Management chain
what must you have in place? Mark for Review
(1) Points
Authorisation from your Oracle Account Manager
Escalation contacts further up your internal organisation (*)
OCS session arranged
An additional business case

Incorrect. Refer to the How to Escalate a


Service Request within Oracle Support
training for more information.
41.Name two
pro-active Mark for Review
features of (1) Points
the
Configuration
Manager
(Choose all correct answers)
System Healthchecks (*)
Patch Advice (*)
SQL Tuning
Configuration Comparison
Hang Analysis

Correct
42. Which tab in My Oracle Support should you use to access materials
regarding the Configuration Manager? Mark for Review
(1) Points
Configuration
Patches and Updates
Collector (*)
Service Requests
Knowledge

Incorrect. Refer to the Why Use The


Configuration Manager In My Oracle
Support training for more information.
43. Complete inventory reporting is available ONLY if we are using the
Configuration Manager Mark for Review
(1) Points
True (*)
False

Correct

Service Request Priority Routing Using Configuration Manager


(Answer all questions in this section)
44. Once the Configuration information is uploaded the customer then
can log Service Requests directly against an uploaded configuration Mark for Review
right from the My Oracle Support Interface (1) Points
True (*)
False

Correct

Remote Diagnostics Agents and Database Diagnostic Scripts


(Answer all questions in this section)
45. What is the minimum RDA version required to have RAC multi-node
support Mark for Review
(1) Points
3.1
3.6
5.3
4.2 (*)
4.7

Incorrect. Refer to the Remote Diagnostics


Agents and Database Diagnostic Scripts
training for more information.
46. Name the types of Service Requests where RDA is essential
Mark for Review
(1) Points
(Choose all correct answers)
ORA-00600 internal errors (*)
Instalaltion and configuration (*)
Performance related issues (*)
Upgrade media requests
Answers to "How To" questions

Incorrect. Refer to the Remote Diagnostics


Agents and Database Diagnostic Scripts
training for more information.
47. Only Unix / Linux nodes are supported by the Remote Diagnostic
Agent in a multi-node RAC environment Mark for Review
(1) Points
True (*)
False

Correct
48. New releases of the Remote Diagnostic Agent is made available on
a continuous basis. Which section of the My Oracle Support portal Mark for Review
will provide the alert for this availability? (1) Points

News and Notes (*)


Certification
Healthcheck region
Collector Download
Knowledge Articles

Correct

How to Escalate a Service Request within Oracle Support


(Answer all questions in this section)
49. You should consider escalating an SR when
Mark for Review
(1) Points
(Choose all correct answers)
you encounter a critical roadblock (*)
you are dissatisfied with the resolution or response to a Service
Request (*)
the SR was raised with the wrong severity
Project deadline is within 10 days (*)
All of the above

Correct
50. If you wish to escalate further up the Oracle Management chain
what must you have in place? Mark for Review
(1) Points
Authorisation from your Oracle Account Manager
Escalation contacts further up your internal organisation (*)
OCS session arranged
An additional business case

Incorrect. Refer to the How to Escalate a


Service Request within Oracle Support
training for more information.
5. This training
resource is built Mark for Review
for practical real- (1) Points
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.
Sustaining Support
Newsletters
Transfer of Information (TOI)
Oracle By Example (OBE) (*)
Customer Services Catalog

Incorrect, refer to the Creating Customer


Value training for more information
7. Patches and
Updates tab- Mark for Review
This (1) Points
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:
(Choose all correct answers)
Ability to view and download patches from the Patch Recommendations
and Search capability Viewing Patch and Update Information in the My
Oracle Support interface (*)
Identifying collections of patches which a customer might want to
consider applying as a group. (*)
Search for patches by Patch Number, Product, Product Family and
Saved Searches through the Simple Search option (*)
Provides Patch Recommendations making it easier to obtain and deploy
fixes for known critical issues (*)
You will be presented with information about how many customers have
downloaded that particular patch. (*)
Incorrect, refer to the Creating Customer Value
training for more information
21. Which of the
following does Mark for Review
not apply to (1) Points
Oracle
Collaborative
Support?
Used by Support Engineers to demonstrate functionality (*)
Used by Support Engineers for problem verification
Used by Support Engineers for real time viewing of error messages and
log and trace files
Accessed via My Oracle Support

Incorrect, refer to the Oracle Support Basics


training for more information
28. This tab in
the My Mark for Review
Oracle (1) Points
Support
community
is where
your contact
information
including an
alias can be
defined and
updated.
Profile tab (*)
Discussions tab
Tags tab
People finder tab
Private Messages tab

Incorrect. Refer to the My Oracle Support


Community training for more information
31. When you
enroll for a Mark for Review
free (1) Points
eSeminar,
the
Conference
Key is sent
through a
confirmation
email.
True (*)
False

Correct
38.Looking at
historical Mark for Review
configuration (1) Points
data, some
dates may be
greyed out.
Why?
Older records are not preserved
No collection was made on such dates (*)
Weekends or public holidays
Only random dates are made available
All of the above

Correct
39.I am able to
view the Mark for Review
system (1) Points
health of
each
system
individually
and not the
entire
enterprise
at once
True
False (*)

Incorrect. Refer to the Why Use The


Configuration Manager In My Oracle
Support training for more information.
40. While reviewing details of a configuration, I am able to create a
service request without having to go to the Service Request tab in Mark for Review
My Oracle Support (1) Points

True (*)
False

Correct
50.High
Customer Mark for Review
Satisfaction (1) Points
means:
(Choose all correct answers)
Reducing the number of service requests (*)
Reducing the time to resolve issues (*)
Lowering the number of escalation (*)
1 & 2 only
None of the above

Incorrect. Refer to the Customer Service Soft-skills Training


Best Practices training for more information.
1. Which of the following products compete directly with the Sun Storage 6780 A
rray? Mark for Review
(1) Points
EMC CX4-480 and EMC CX4-960
HDS AMS2300 and HDS AMS2500
HP EVA 8100
All of the above (*)

Correct

2. Drives from FLA300 and FLC200 trays are not compatible with CSM 200 and dr
ives for the CSM 200 are not compatible with older trays because______________.
Mark for Review
(1) Points
The drives in the FLA300 and the FLC200 are on what is called a Carrier Blade
and they will not physically fit in the CMS 200 tray.
The drives in the FLA300 and the FLC200 do fit and can be interchanged becau
se of DACstore technology.
The drives do fit, you just can t mix 2 Gb/sec drives and 4 Gb/sec drives in t
he same tray.
The drives in the FLA300 and the FLC200 are in larger canisters and will not
physically fit in the CSM 200 tray. (*)

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

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

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

4. Which of the following products are not supported by CAM 6.0? Mark for Re
view
(1) Points
(Choose all correct answers)
CAM supports all storage arrays currently sold by Sun
The FLX240, FLX280 and FLX380 storage arrays (*)
The 9900 Series arrays (*)
The 6780, 6140, 6580, 2530, and 2540 arrays

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

5. All controller trays optical SFP and I/O modules' copper interconnect conn
ections are designed with_________. Mark for Review
(1) Points
Dual-Link Capacity technology
Ultra-Scale technology

DACstore technology
Port bypass technology (*)

Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
6. The CSM 200 drive tray holds a maximum of ______ drives. Mark for Review
(1) Points
16 (*)
12
112
14

Correct

7. Why does 6780 have four Ethernet Ports? Mark for Review
(1) Points
Two ports for remote management over the network, one for each controller. T
wo ports for connecting to NAS storage devices.
Two ports for remote management over the network, one for each controller. T
wo ports for authorized service personnel troubleshooting and diagnostics, one f
or each controller. (*)
This is incorrect. There are only three Ethernet ports.
Two ports for authorized service personnel troubleshooting and diagnostics,
one for each controller. Two ports for use in future upgrades.
Correct

8. The new Sun Storage 6780 has________________ that allows businesses to imp
rove productivity and drive topline growth by supporting more transactions in th
e same data center footprint and grow the storage and bandwidth capacity without
sacrifice across IOPs. Mark for Review
(1) Points
CAM with pre-configured support and certification
Both of these
Multidimensional scalability (*)
None of these

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

9. The 6580 has a maximum of _____ Gb data cache. Mark for Review
(1) Points
32
16
4
8 (*)

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

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

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


on of the volumes.
A set of attributes that can be applied to a pool to allocate storage, inste
ad of having to set each attribute individually. (*)
A set of drives that the controller logically groups together to provide one
or more volumes to an application host.
A logical structure on a storage system and is created by slicing a virtual
disk into a stripe set with a defined capacity.

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

Correct

12. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________


____. Mark for Review
(1) Points
The drives will not be seen by the tray and will just be ignored. (*)
All of the drives will run at the slower speed - 2 Gb/sec.
The 2 Gb/sec drives will run at 4 Gb/sec.

The drives will run at 2 Gb/sec.

Correct

13. The back-end design of 6780 has___________________. Select all that apply
. Mark for Review
(1) Points
(Choose all correct answers)
2 Ethernet Ports
A maximum of 4 drives per dual-loop
Short, quick drive loops that reduce latency and create more responsive appl
ications (*)
16 switched drive ports (*)

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

14. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4
Gb/sec speeds like the FC drives? Mark for Review
(1) Points
They are actually 4 Gb/sec drives.
A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin
k capability.
A SATA Interface Card (SIC)which provides these drives with a dual-link capa
bility. (*)
They can only perform at 3 Gb/sec speeds.

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

15. ______________competes directly with EMC CX4-480 in capacity and EMC CX4-
960 in performance. Mark for Review
(1) Points
6780 (*)
6580
6140
2540

Correct

16. SANtricity is still available________________. Mark for Review


(1) Points
as a purchasable option to existing SANtricity customers only, requiring Bus
iness Unit approval prior to ship. (*)
is no longer available.
as a free software package to all customers.
as a purchasable option only.

Correct

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

True (*)
False

Correct

18. The 6580 array supports 16 drive trays while 6780 supports___ drive trays
. Mark for Review
(1) Points
28 (*)
19
14
16

Correct

19. Which of the following is one of the major features of the DACstore? Mar
k for Review
(1) Points
DACstore exists on every drive and can be read by all LSI controllers. (*)
DACstore is no longer available except to existing SANtricity customers.
Customers recognize huge ROI as DACstore information can be read by any cont
roller in any other vendor s controller tray.
DACstore allows end users to pull drives from a 6140/6540 and place them in
an EMC CX30 Series array.

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

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

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

21. Oracle will not be supporting the Linux OS? Mark for Review
(1) Points
True
False (*)

Corrrect

22. By what percentage can Configuration Support Manager increase Service Req
uest Resolution time ? Mark for Review
(1) Points
20%
50%
10%
80%
40% (*)

Corrrect

23. Extended Support continues for how many years after Premier Support? Mar
k for Review
(1) Points
6 months
3 Years (*)
8 Years
15 Years

1 Years

Corrrect

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

Corrrect

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

True
False (*)

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

26. Superior Ownership Experience is Oracle's commitment to maximize the value


of customer's enterprise software by which of the following? Mark for Review
(1) Points
Reduce Total Cost of Ownership
Maximize Return
Minimize Risk
Build Relationships for Partner & Customer Success
All of the Above (*)

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

27. Which of the following are examples of Proactive Preventative Support off
erings? Mark for Review
(1) Points
(Choose all correct answers)
HealthChecks (*)
DBA
RDA

Configuration Support Manager (*)


Maintenance Wizard (*)

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

28. The Global Support Infrastructure is made up of which of the following?


Mark for Review
(1) Points
(Choose all correct answers)
20,000 Software Developers
24X7 Mission Critical Support (*)
7000+ Support Professionals (*)
50 Local Languages

12X5 Mission Critical Support

Corrrect

29. ACS Solution Support Center provides which of the following service offer
ings? Mark for Review
(1) Points
(Choose all correct answers)
Service Delivery Manager
High Speed Access
In-House Support Representation
24x7 Systems Monitoring (*)
Preventative Maintenance (*)

Corrrect

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

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

31. Which of the following are modules of Oracle Premier Support? Mark for Rev
iew
(1) Points
(Choose all correct answers)
Proactive Automated Support (*)
Global Support Outerstructure
Lifetime Support (*)
Product Enhancement and Updates (*)
Ecosystem Support (*)

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

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

Corrrect

33. Certifications of New Oracle Products are covered under which level(s) of
support? Mark for Review
(1) Points
Premier Support
Extended Support
Lifetime Support
Premier & Extended Support (*)
None of the Above

Corrrect

34. Oracle has how many User Groups? Mark for Review
(1) Points
400+ (*)
100+
1,200+
50+

1,000+

Corrrect

35. Premier Support Extends for how many years after a product's release? Ma
rk for Review
(1) Points
No limit
8 Years
1 Year
10 years
5 years (*)

Corrrect

36. In Applications Unlimited, Customer Driven Product Roadmaps represent more


of what to our customers? Mark for Review
(1) Points
More Choice
More Value
More Visibility (*)
More Time
All of the above
Incorrect. Refer to the Lifetime Support training for more information.

37. Certifications with New Third Party Products/Versions are covered under w
hich level(s) of support? Mark for Review
(1) Points
Premier Support (*)
Extended Support
Lifetime Support
Premier & Extended Support
None of the Above

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

38. Year 6 has a what % uplift over the current Premier support fee. Mark fo
r Review
(1) Points
2%
10% (*)
5%
20%
15%

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

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

True
False (*)

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

Multi-Vendor Support Program (MVSP)


(Answer all questions in this section)
40. Which of the following statements are Partner requirements for participat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points
(Choose all correct answers)
Partner must apply and received confirmation of acceptance for use of the MV
SP benefit. (*)
Partner must be accepted into all Product Focus Areas in order to participat
e in the MVSP.
Partner must be a current OPN member in good standing. (*)
Partner must be trained on all Oracle products they wish to engage with Orac
le Support through the MVSP.
Partner must have a published profile in OPN Solutions Catalog. (*)

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


more information.

41. Which of the following statements regarding our value proposition to our Pa
rtners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review
(1) Points
Reduces training commitment by not having to pursue in-depth training on Ora
cle products you do not support.
Reduces costs by not having to create and maintain traditional cooperative s
upport agreements.
Provides a consistent support process for all of a Partner's support needs,
regardless of a Mutual Customer's involvement. (*)
Enables practices that align with many industry support certifications.
Provides a consistent, collaborative support process by which to engage with
Oracle Support.

Correct

42. Which of the following statements are Partner requirements for collaborat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points
(Choose all correct answers)
As part of the MVSP, Partners have the option of collaborating with Oracle S
upport on a Mutual Customer support issue.
Partner must provide the Mutual Customer s support identification number when
collaborating with Oracle Support. (*)
Partner must establish their own severity levels and response timeframes for
Mutual Customer support issues.
Partner must provide and maintain standard contact and escalation informatio
n for the MVSP. (*)
Partner must direct Mutual Customers to contact Oracle Support directly on O
racle-related issues.

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


more information.

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

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


more information.

44. Which of the following statements regarding enrollment in the Multi-Vendo


r Support Program (MVSP) is NOT true? Mark for Review
(1) Points
A partner should wait to enroll in the MVSP until they encounter a multi-ven
dor support issue from a mutual customer. (*)
The MVSP is offered as a value-added benefit at no additional costs to Oracl
e Partners as part of their OPN membership.
Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS
P portal page on OPN.
Useful MVSP enrollment information can be found on the OPN portal under Supp
ort > Learn About Support Offerings and Benefits.
A Partner should enroll in the MVSP proactively if they provide support serv
ices to mutual customers.

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


more information.

45. Which of the following statements reflect the value proposition to our Mu
tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for
Review
(1) Points
(Choose all correct answers)
Increases the risk and costs associated with owning multi-vendor solutions.
Strives to prevent the frustration of finger-pointing between vendors and impr
oves overall satisfaction. (*)
Increases the time to implementation for multi-vendor solutions.
Improves response by having all parties involved in the collaboration. (*)
Provides enhanced support value for multi-vendor implementations. (*)

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


more information.

1. The CSM 200 drive tray holds a maximum of ______ drives. Mark for Review
(1) Points
16 (*)
112
12
14

Correct

2. Which of the following products compete directly with the Sun Storage 6780
Array? Mark for Review
(1) Points
EMC CX4-480 and EMC CX4-960
HDS AMS2300 and HDS AMS2500
HP EVA 8100
All of the above (*)

Correct

3. The 6580 array supports 16 drive trays while 6780 supports___ drive trays.
Mark for Review
(1) Points
28 (*)
16
14
19

Correct

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

Correct

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

The 9900 Series arrays (*)


CAM supports all storage arrays currently sold by Sun
The 6780, 6140, 6580, 2530, and 2540 arrays
The FLX240, FLX280 and FLX380 storage arrays (*)

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

6. Common management and data services across the entire 6000-series product li
ne is a must. Mark for Review
(1) Points
True (*)
False

Correct

7. The 6580 has a maximum of _____ Gb data cache. Mark for Review
(1) Points
4
8 (*)
32
16

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

8. The four main value propositions for the 6140 arrays are__________________
__. Mark for Review
(1) Points
Fast availability, non-disruptive time-to-benefit, highly flexible, lower co
st
Fast time-to-benefit, non-disruptive flexibility, high availability systems,
and lower overall costs (*)
Highly time-to-benefit, lower flexibility, fast availability systems, and lo
wer overall costs
Fast time-to-market, semi-disruptive flexibility, highly available systems,
and lower TCO

Correct

9. SANtricity is still available________________. Mark for Review


(1) Points
is no longer available.
as a purchasable option to existing SANtricity customers only, requiring Bus
iness Unit approval prior to ship. (*)
as a free software package to all customers.
as a purchasable option only.

Correct

10. ______________competes directly with EMC CX4-480 in capacity and EMC CX4-
960 in performance. Mark for Review
(1) Points
6140

2540
6780 (*)
6580

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

11. When using Snapshot, multiple point-in-time images can be made available to
restore data to a more recent time_________. Mark for Review
(1) Points
By looking at the scoreboard and picking a time right before the failure to
restore to.
In order to restore lost or damaged files the snapshot copy must be mounted
and the files copied from the snapshot copy back to the base volume. (*)
Snapshot is not available for the 6140, 6580, or 6780 arrays.
Using the rollback feature.

Correct

12. The new Sun Storage 6780 has________________ that allows businesses to im
prove productivity and drive topline growth by supporting more transactions in t
he same data center footprint and grow the storage and bandwidth capacity withou
t sacrifice across IOPs. Mark for Review
(1) Points
None of these

Both of these
Multidimensional scalability (*)
CAM with pre-configured support and certification

Correct

13. In CAM the alarms are linked to________. Mark for Review
(1) Points
The Command Line Interface
Service Procedures in the Service Advisor (*)
The call home feature through the Ethernet port
Remote monitoring and the local Sun Service team

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

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

Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.
15. Which of the following is one of the major features of the DACstore? Mar
k for Review
(1) Points
DACstore exists on every drive and can be read by all LSI controllers. (*)
Customers recognize huge ROI as DACstore information can be read by any cont
roller in any other vendor s controller tray.
DACstore is no longer available except to existing SANtricity customers.
DACstore allows end users to pull drives from a 6140/6540 and place them in
an EMC CX30 Series array.

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

16. 6580 and 6780 offer the same number of 4 GB/s FC host ports. Mark for Revi
ew
(1) Points
True
False (*)

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

17. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4
Gb/sec speeds like the FC drives? Mark for Review
(1) Points
A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin
k capability.
They are actually 4 Gb/sec drives.
They can only perform at 3 Gb/sec speeds.
A SATA Interface Card (SIC)which provides these drives with a dual-link capa
bility. (*)

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

18. Which of the following features is one of the dynamic reconfiguration fea
tures offered by 6580 and 6780? Mark for Review
(1) Points
Volume Expansion
RAID Migration
Controller Firmware Upgrades
All of the above (*)

Correct

19. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________


____. Mark for Review
(1) Points
All of the drives will run at the slower speed - 2 Gb/sec.
The 2 Gb/sec drives will run at 4 Gb/sec.
The drives will run at 2 Gb/sec.
The drives will not be seen by the tray and will just be ignored. (*)

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

20. All controller trays optical SFP and I/O modules' copper interconnect con
nections are designed with_________. Mark for Review
(1) Points
Port bypass technology (*)
Dual-Link Capacity technology
DACstore technology
Ultra-Scale technology

Correct

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

Corrrect

22. Which 2 of the following are benefits of running HealthChecks? Mark for
Review
(1) Points
(Choose all correct answers)
Reduced Cost (*)
Optimized System Performance (*)
Increased Risk
Active Problem Avoidance
None of the Above

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

23. Ecosystem Support consists of which of the following? Mark for Review
(1) Points
Knowledge Management Tools
Web-based Support
Joint Escalation Teams (JET) (*)

Grass-Roots Support
Specialized Oracle Support Services

Corrrect

24. The Global Support Infrastructure is made up of which of the following?


Mark for Review
(1) Points
(Choose all correct answers)
50 Local Languages
12X5 Mission Critical Support
24X7 Mission Critical Support (*)
7000+ Support Professionals (*)

20,000 Software Developers

Corrrect

25. Extended Support continues for how many years after Premier Support? Mar
k for Review
(1) Points
1 Years
3 Years (*)
8 Years
6 months
15 Years

Corrrect

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

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

27. By how much time can Configuration Support Manager reduce time to log a S
ervice Request ? Mark for Review
(1) Points
10%
75%
30% (*)
5%
50%

Corrrect

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

24x7 Systems Monitoring (*)


High Speed Access
In-House Support Representation
Preventative Maintenance (*)
Service Delivery Manager

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

29. Superior Ownership Experience is Oracle's commitment to maximize the valu


e of customer's enterprise software by which of the following? Mark for Review
(1) Points
Reduce Total Cost of Ownership
Maximize Return
Minimize Risk
Build Relationships for Partner & Customer Success
All of the Above (*)

Corrrect

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

False (*)

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

31. In Applications Unlimited, Customer Driven Product Roadmaps represent more


of what to our customers? Mark for Review
(1) Points
More Choice
More Value
More Visibility (*)
More Time
All of the above

Corrrect

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

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

33. Which of the following are modules of Oracle Premier Support? Mark for R
eview
(1) Points
(Choose all correct answers)
Proactive Automated Support (*)
Global Support Outerstructure
Lifetime Support (*)
Ecosystem Support (*)
Product Enhancement and Updates (*)

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

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

True (*)
False

Corrrect

35. Certifications of New Oracle Products are covered under which level(s) of
support? Mark for Review
(1) Points
Premier Support
Extended Support
Lifetime Support
Premier & Extended Support (*)
None of the Above

Corrrect

36. Premier Support Extends for how many years after a product's release? Mark
for Review
(1) Points
5 years (*)
8 Years
1 Year
10 years
No limit

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

37. Lifetime Support is only Applicable to which of the following Oracle Prod
ucts? Mark for Review
(1) Points
JDEdwards
PeopleSoft
Oracle Ebusiness
Siebel
All of the above (*)

Corrrect

38. While in Sustaining Support, the pricing is equal to pricing as if in Pre


mier Support Mark for Review
(1) Points
True (*)
False

Corrrect

39. Year 6 has a what % uplift over the current Premier support fee. Mark fo
r Review
(1) Points
15%
2%

20%
5%
10% (*)

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

Multi-Vendor Support Program (MVSP)


(Answer all questions in this section)
40. A "Mutual Customer" under the Multi-Vendor Support Program must have an a
ctive support contract with BOTH Oracle and a participating Partner. Mark for R
eview
(1) Points
True (*)
False

Correct

41. Which of the following statements regarding enrollment in the Multi-Vendor


Support Program (MVSP) is NOT true? Mark for Review
(1) Points
The MVSP is offered as a value-added benefit at no additional costs to Oracl
e Partners as part of their OPN membership.
A Partner should enroll in the MVSP proactively if they provide support serv
ices to mutual customers.

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS
P portal page on OPN.
A partner should wait to enroll in the MVSP until they encounter a multi-ven
dor support issue from a mutual customer. (*)
Useful MVSP enrollment information can be found on the OPN portal under Supp
ort > Learn About Support Offerings and Benefits.

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


more information.

42. Which of the following statements are Partner requirements for participat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points
(Choose all correct answers)
Partner must be accepted into all Product Focus Areas in order to participat
e in the MVSP.
Partner must be trained on all Oracle products they wish to engage with Orac
le Support through the MVSP.
Partner must have a published profile in OPN Solutions Catalog. (*)
Partner must apply and received confirmation of acceptance for use of the MV
SP benefit. (*)
Partner must be a current OPN member in good standing. (*)

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


more information.
43. Which of the following statements are Partner requirements for collaborat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points
(Choose all correct answers)
Partner must direct Mutual Customers to contact Oracle Support directly on O
racle-related issues.
Partner must establish their own severity levels and response timeframes for
Mutual Customer support issues.
Partner must provide the Mutual Customer s support identification number when
collaborating with Oracle Support. (*)
Partner must provide and maintain standard contact and escalation informatio
n for the MVSP. (*)
As part of the MVSP, Partners have the option of collaborating with Oracle S
upport on a Mutual Customer support issue.

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


more information.

44. Which of the following statements reflect the value proposition to our Mu
tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for
Review
(1) Points
(Choose all correct answers)
Increases the time to implementation for multi-vendor solutions.

Increases the risk and costs associated with owning multi-vendor solutions.
Improves response by having all parties involved in the collaboration. (*)
Strives to prevent the frustration of finger-pointing between vendors and impr
oves overall satisfaction. (*)
Provides enhanced support value for multi-vendor implementations. (*)

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


more information.

45. Which of the following statements regarding our value proposition to our
Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi
ew
(1) Points
Provides a consistent, collaborative support process by which to engage with
Oracle Support.
Provides a consistent support process for all of a Partner's support needs,
regardless of a Mutual Customer's involvement. (*)
Reduces training commitment by not having to pursue in-depth training on Ora
cle products you do not support.
Reduces costs by not having to create and maintain traditional cooperative s
upport agreements.
Enables practices that align with many industry support certifications.

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


more information.

1. Which of the following features is one of the dynamic reconfiguration featu


res offered by 6580 and 6780? Mark for Review
(1) Points

Volume Expansion
RAID Migration
Controller Firmware Upgrades
All of the above (*)

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

2. In CAM the alarms are linked to________. Mark for Review


(1) Points
The call home feature through the Ethernet port
Service Procedures in the Service Advisor (*)
The Command Line Interface

Remote monitoring and the local Sun Service team

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

3. All controller trays optical SFP and I/O modules' copper interconnect conn
ections are designed with_________. Mark for Review
(1) Points
Ultra-Scale technology
DACstore technology
Dual-Link Capacity technology
Port bypass technology (*)

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

4. Why does 6780 have four Ethernet Ports? Mark for Review
(1) Points
Two ports for remote management over the network, one for each controller. T
wo ports for connecting to NAS storage devices.
This is incorrect. There are only three Ethernet ports.
Two ports for remote management over the network, one for each controller. T
wo ports for authorized service personnel troubleshooting and diagnostics, one f
or each controller. (*)
Two ports for authorized service personnel troubleshooting and diagnostics,
one for each controller. Two ports for use in future upgrades.

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

5. ______________competes directly with EMC CX4-480 in capacity and EMC CX4-9


60 in performance. Mark for Review
(1) Points
6780 (*)
6140
6580
2540

Correct
6. The new Sun Storage 6780 has________________ that allows businesses to impro
ve productivity and drive topline growth by supporting more transactions in the
same data center footprint and grow the storage and bandwidth capacity without s
acrifice across IOPs. Mark for Review
(1) Points
Both of these
None of these
CAM with pre-configured support and certification
Multidimensional scalability (*)

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

7. Which of the following products compete directly with the Sun Storage 6780
Array? Mark for Review
(1) Points
EMC CX4-480 and EMC CX4-960
HDS AMS2300 and HDS AMS2500
HP EVA 8100
All of the above (*)

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

8. When using Snapshot, multiple point-in-time images can be made available t


o restore data to a more recent time_________. Mark for Review
(1) Points
Using the rollback feature.
Snapshot is not available for the 6140, 6580, or 6780 arrays.
In order to restore lost or damaged files the snapshot copy must be mounted
and the files copied from the snapshot copy back to the base volume. (*)
By looking at the scoreboard and picking a time right before the failure to
restore to.

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

9. Which of the following 6000-series products is the highest performer on SP


C-2 Test? Mark for Review
(1) Points
6140

6780 (*)
6580

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

10. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________


____. Mark for Review
(1) Points
All of the drives will run at the slower speed - 2 Gb/sec.
The drives will run at 2 Gb/sec.
The 2 Gb/sec drives will run at 4 Gb/sec.
The drives will not be seen by the tray and will just be ignored. (*)

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

11. 6140 Arrays can concurrently support multiple RAID levels with drive mixing
technologies. Mark for Review
(1) Points
True (*)
False

Correct

12. Drives from FLA300 and FLC200 trays are not compatible with CSM 200 and d
rives for the CSM 200 are not compatible with older trays because______________.
Mark for Review
(1) Points
The drives do fit, you just can t mix 2 Gb/sec drives and 4 Gb/sec drives in t
he same tray.
The drives in the FLA300 and the FLC200 are on what is called a Carrier Blade
and they will not physically fit in the CMS 200 tray.
The drives in the FLA300 and the FLC200 do fit and can be interchanged becau
se of DACstore technology.
The drives in the FLA300 and the FLC200 are in larger canisters and will not
physically fit in the CSM 200 tray. (*)

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

13. The four main value propositions for the 6140 arrays are_________________
___. Mark for Review
(1) Points
Fast time-to-market, semi-disruptive flexibility, highly available systems,
and lower TCO
Fast availability, non-disruptive time-to-benefit, highly flexible, lower co
st
Highly time-to-benefit, lower flexibility, fast availability systems, and lo
wer overall costs
Fast time-to-benefit, non-disruptive flexibility, high availability systems,
and lower overall costs (*)
Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent
ials training for more information.

14. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4
Gb/sec speeds like the FC drives? Mark for Review
(1) Points
A SATA Interface Card (SIC)which provides these drives with a dual-link capa
bility. (*)
A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin
k capability.
They are actually 4 Gb/sec drives.
They can only perform at 3 Gb/sec speeds.

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

15. Besides cache size, how do you differentiate between the 6140 - 2 GB cach
e and 6140 - 4 GB cache controllers? Mark for Review
(1) Points
The 6140 - 2 GB has 1 CPU and the 6140 - 4 GB has 2 CPUs.
The 6140 - 2 GB has a 670 MHz CPU and the 6140 - 4 GB has 1.24 MHz CPU.
The only difference is the cache size.
The 6140 - 2 GB has two 4 Gb/s host ports per controller and the 6140 - 4 GB
has four 4 - Gb/s host ports per controller. (*)

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

16
32
8 (*)
4

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

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

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

18. Which of the following products are not supported by CAM 6.0? Mark for R
eview
(1) Points
(Choose all correct answers)
The 9900 Series arrays (*)
The FLX240, FLX280 and FLX380 storage arrays (*)
CAM supports all storage arrays currently sold by Sun

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

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

19. The 6140 controller tray______________. Mark for Review


(1) Points
holds two IOM modules.
is available in two options: the 6140 2 GB cache and the 6140 4 GB cache. (*
)
None of these
uses the same CRU components as the 6780.

Correct

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

Correct
21. By how much time can Configuration Support Manager reduce time to log a Ser
vice Request ? Mark for Review
(1) Points
5%
75%
10%
30% (*)
50%

Corrrect

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

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

23. ACS Solution Support Center provides which of the following service offer
ings? Mark for Review
(1) Points
(Choose all correct answers)
High Speed Access
Preventative Maintenance (*)
Service Delivery Manager
In-House Support Representation
24x7 Systems Monitoring (*)

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

24. Maintenance Wizard is which of the following? Mark for Review


(1) Points
An Automated SR Writer
A Powerful Upgrade Assistance Tool (*)
A Powerful Diagnostic Tool
RDA

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


25. The Global Support Infrastructure is made up of which of the following?
Mark for Review
(1) Points
(Choose all correct answers)
20,000 Software Developers
24X7 Mission Critical Support (*)
7000+ Support Professionals (*)
50 Local Languages
12X5 Mission Critical Support

Corrrect
26. Which 2 of the following are benefits of running HealthChecks? Mark for Re
view
(1) Points
(Choose all correct answers)
Reduced Cost (*)
Optimized System Performance (*)
Increased Risk
Active Problem Avoidance
None of the Above

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

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

False (*)

Corrrect

28. By what percentage can Configuration Support Manager increase Service Req
uest Resolution time ? Mark for Review
(1) Points
20%
10%
40% (*)
80%
50%

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

29. Extended Support continues for how many years after Premier Support? Mar
k for Review
(1) Points
1 Years
15 Years
3 Years (*)
8 Years
6 months

Corrrect

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

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


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

False (*)

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

32. Which of the following are modules of Oracle Premier Support? Mark for R
eview
(1) Points
(Choose all correct answers)
Lifetime Support (*)
Proactive Automated Support (*)
Ecosystem Support (*)
Product Enhancement and Updates (*)
Global Support Outerstructure

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

33. Premier Support Extends for how many years after a product's release? Ma
rk for Review
(1) Points
8 Years
5 years (*)
1 Year
10 years

No limit

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

34. While in Sustaining Support, the pricing is equal to pricing as if in Pre


mier Support Mark for Review
(1) Points
True (*)
False

Corrrect

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

True (*)
False

Corrrect
36. Lifetime Support is only Applicable to which of the following Oracle Produc
ts? Mark for Review
(1) Points
JDEdwards
PeopleSoft
Oracle Ebusiness
Siebel
All of the above (*)

Corrrect

37. Certifications of New Oracle Products are covered under which level(s) of
support? Mark for Review
(1) Points
Premier Support
Extended Support
Lifetime Support
Premier & Extended Support (*)
None of the Above

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

38. Certifications with New Third Party Products/Versions are covered under w
hich level(s) of support? Mark for Review
(1) Points
Premier Support (*)
Extended Support
Lifetime Support
Premier & Extended Support
None of the Above

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

39. Oracle has how many User Groups? Mark for Review
(1) Points
1,200+
50+
400+ (*)
1,000+
100+

Corrrect
Multi-Vendor Support Program (MVSP)
(Answer all questions in this section)
40. Which of the following statements regarding our value proposition to our
Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi
ew
(1) Points
Reduces costs by not having to create and maintain traditional cooperative s
upport agreements.
Provides a consistent support process for all of a Partner's support needs,
regardless of a Mutual Customer's involvement. (*)
Enables practices that align with many industry support certifications.
Reduces training commitment by not having to pursue in-depth training on Ora
cle products you do not support.

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


Oracle Support.

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


more information.

41. Which of the following statements are Partner requirements for participatio
n in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points
(Choose all correct answers)
Partner must apply and received confirmation of acceptance for use of the MV
SP benefit. (*)
Partner must have a published profile in OPN Solutions Catalog. (*)
Partner must be trained on all Oracle products they wish to engage with Orac
le Support through the MVSP.
Partner must be accepted into all Product Focus Areas in order to participat
e in the MVSP.
Partner must be a current OPN member in good standing. (*)

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


more information.

42. Which of the following statements are Partner requirements for collaborat
ion in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points
(Choose all correct answers)
Partner must provide and maintain standard contact and escalation informatio
n for the MVSP. (*)
As part of the MVSP, Partners have the option of collaborating with Oracle S
upport on a Mutual Customer support issue.
Partner must direct Mutual Customers to contact Oracle Support directly on O
racle-related issues.
Partner must provide the Mutual Customer s support identification number when
collaborating with Oracle Support. (*)
Partner must establish their own severity levels and response timeframes for
Mutual Customer support issues.

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


more information.

43. Which of the following statements regarding enrollment in the Multi-Vendo


r Support Program (MVSP) is NOT true? Mark for Review
(1) Points
A partner should wait to enroll in the MVSP until they encounter a multi-ven
dor support issue from a mutual customer. (*)
Useful MVSP enrollment information can be found on the OPN portal under Supp
ort > Learn About Support Offerings and Benefits.
The MVSP is offered as a value-added benefit at no additional costs to Oracl
e Partners as part of their OPN membership.
Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS
P portal page on OPN.
A Partner should enroll in the MVSP proactively if they provide support serv
ices to mutual customers.

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


more information.

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

Correct

45. Which of the following statements reflect the value proposition to our Mu
tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for
Review
(1) Points
(Choose all correct answers)
Increases the risk and costs associated with owning multi-vendor solutions.
Strives to prevent the frustration of finger-pointing between vendors and impr
oves overall satisfaction. (*)
Provides enhanced support value for multi-vendor implementations. (*)
Increases the time to implementation for multi-vendor solutions.
Improves response by having all parties involved in the collaboration. (*)

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


more information.