1.

It is an Oracle
recommended Mark for Review
best practice (1) Points
to have
multiple CUAs
for each
Support
Identifier
(although you
are allowed to
select only
one per SI).

True (*)

False

Correct

2. 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

3. 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 (*)

Oracle Customers are able to manage

their own My Oracle Support access by
establishing Customer User
Administrators from their organization

4. 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

It is a recommended best practice to

provide generic access to knowledge
base and Community so that End
Users can quickly and easily research
questions and self-serve information

5. As a customer or partner, how would you locate a Support

Identifier? Mark for Review
(1) Points

Log a Service Request

Log a non-technical Service Request (*)

Post a question in the Using My Oracle Support Community

Ask a colleague on your team who might be using the SI you

want

Incorrect
Customer User Administrator and Support Identifiers
(Answer all questions in this section)

6. 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

My Oracle Support Introduction

(Answer all questions in this section)

7. 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 Mark for Review
customize your layout and make it work for you? Select all that apply. (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
Consider modifying your dashboard any time your role changes or you
have a new product interest (*)
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 (*)
Ask your CUA to suggest a layout
 This is a key benefit of the My Oracle Support interface. Take the
time to organize the content exactly the way you want to see it and
use it. Make it work for you.

8. My Oracle Support has pre-set dashboard configuration options based on

role. For example, I can go to the Customize link and select "Hardware Mark for Review
User" to automatically add the widgets to my dashboard associated with (1) Points
this user type

True

False (*)

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

9. 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

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

Post a question in the Using My Oracle Support Community asking

what changes have been made in the last release
Search for 'Release Notes' in the Global Search and go through the
different results.
Access the My Oracle Support Resource Center and view the Release
Notes (*)
Call Oracle and log a Service Request to ask what changes have been
made.

Correct

My Oracle Support Introduction

(Answer all questions in this section)

11. 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 Mark for Review
approach? (1) Points

Follow @myoraclesupport on Twitter

Log a non-technical support Service Request and have the Oracle

Support team tell you what is new
View the User Resource Center on your dashboard to see the latest
content (mark it as a favorite) (*)
 Subscribe to Hot Topics E-Mail: From Selected Products, click Add and
search for My Oracle Support, select "Knowledge Articles" and Apply
your changes.
None of the above

Correct

12. 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

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

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
None of the above

Correct

Knowledge Search and Browse

(Answer all questions in this section)

14. What is a Search Assistant?

Mark for Review
(1) Points

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

A new section in the Service Request process

An option you can select under Knowledge Preferences

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

True (*)

False

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

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

Global Search bar

Check the Certifications tab

Use the 'Search & Browse' feature on the Knowledge tab and product-
based information centers (*)
Post a thread in My Oracle Support Community

Incorrect

17. 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

18. 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

Incorrect

19. You are looking to install the Oracle E-Business Suite (EBS) product range.
How would you find one document that outlines everything you need to Mark for Review
know? (1) Points
 Post a question in the EBS Community asking where you can find a
document with everything you need to know about EBS
Log a Service Request and ask for Oracle Support to send you the
information
On the knowledge Base widget in My Oracle Support, enter Oracle E-
Business Suite on the Search & Browse tab to access the information
center (and view all the available content in one location) (*)
Search in the Global Search box with the term 'EBS'

Read the documentation on

http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.htm

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

If the product is not listed, it indicates the product is not available.

Select the Feedback button to alert the Certifications team to
investigate and possibly add the product.
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 Mark for Review
Oracle Solaris 11 (SPARC) (1) Points

True (*)

False

Incorrect

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

True
 False (*)

Correct

23. Is there any reason to check the Certifications tab on a regular basis if my
company has NOT upgraded any of our products? Select the most correct Mark for Review
answer(s). (1) Points

(Choose all correct answers)

Yes, to check the support dates to understand when products stop

being supported (*)
No, you would only check during an active upgrade planning cycle

No, there is no new information on the Certifications tab unless you

received a Hot Topics E-Mail
Yes, because you can pick the releases you are currently running and
the Certifications tab will list out the patch levels (if required) (*)

Incorrect

24. 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

Patches and Updates

(Answer all questions in this section)

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

From the My Oracle Support Community ﾖ Post a question to ask for

the link to download the latest firmware patch for Netra Blade X3-2B
Patches and Updates > Advanced Search > Enter Netra Blade X3-2B
> Select Release > Add a filter line Add Description is ﾓFirmwareﾔ and
view and download the results. (*)
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
Patches and Updates
(Answer all questions in this section)

26. What is a Patch Advisor?

Mark for Review
(1) Points

A type of Lifecycle Advisor in My Oracle Support that co-locates

patching information in areas such as Upgrade Advisors and Patching
& Maintenance Advisors (*)
The Patch Advisor is the Readme file included with all Patches that
provide specific install information
A specific patch search in My Oracle Support that only focuses on
patch information
A tool that you can download that will analyze the patches on your
system to confirm you are on the latest patch set
None of the above

Incorrect

27. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is

the most correct method to do this? Mark for Review
(1) Points

Log a Service Request with Oracle Support and ask for the Support
Engineer to send me the required patches.
Select Patches and Updates Tab > Patch Plan > select my
configuration > select the release 9.1 > Select Analysis > download
the patches after I read any message displayed.
Select Patches and Updates Tab > Advanced Search > Search for JD
Edwards EnterpriseOne > Release is 9.1 and select search
Select Patches and Updates Tab > Quick Links JD Edwards > search
for JD Edwards EnterpriseOne > Release is 9.1, agree to license and
select search (*)

Incorrect

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

True (*)

False

Correct

29. 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

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

(Choose all correct answers)

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

A user cannot directly download a patch from this site

Search the knowledge base for an article on patching for your product
and click the download links (*)
Open a Service Request to ask Oracle Support to download the patch
from this site
From my Patch Search Results > mouse-over the line (not patch
number) and select the download option (*)

It is an option to ask Oracle Support to download a patch, but it is

not a suggested best practice
31. When
should Mark for Review
you (1) Points
mark an
answer
Correct?

When the answer is technically correct, even if you do not agree

with what is being recommended (*)
When the answer is the answer you expect to see

You can't mark answers correct

Don't mark answers correct until you see what other users have
to say

Correct

32. Which of the following attributes describe the value of My Oracle

Support Community? Mark for Review
(1) Points

Available to users 7x24x365. You can engage in the global

community at a convenient time in your work day and leverage
the shared experience of peers and subject-matter experts. (*)
Each community is staffed with a special set of Oracle support
engineers who engage exclusively with online questions
Using communities allows you to bypass the standard Service
Request creation process in My Oracle Support and fast-track
your issues
None of the above

Correct

33. How can you change your user number to a NAME in My Oracle
Support Community? Mark for Review
(1) Points
 Call Oracle Support and log a service request ticket.

Click the drop down arrow next to your name and click Edit
Profile. Click Your Profile and then click Edit next to your user
name. (*)
Any of the above.

In My Oracle Support - Click the drop down arrow next to your

user name, click My Account and then update the name field

Correct

34. 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 Mark for Review
community where you thought you had posted it. What can you do to (1) Points
locate your posting?

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

35. 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
My Oracle Support Community
(Answer all questions in this section)

36. What is the recommended way to post a discussion in the Community?

Mark for Review
(1) Points

Navigate to the subspace first. Then, type your question in the ASK IT
box at the top and the Create a Discussion process is triggered. (*)
Use the create discussion option from the banner, enter your question
and post it to the Using My Oracle Support Community
Navigate to the subspace. From Activity, click on start a discussion.

Any of the above

None of the above

 Incorrect

37. If you have general questions about My Oracle Support and have not found
answers in the help menu or in the knowledge base, a best practice is to Mark for Review
post your question to 'Using My Oracle Support' Community. (1) Points

True (*)

False

Correct

Using Support Best Practices for Hardware & Software

(Answer all questions in this section)

38. 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 Mark for Review
instance of the ASR manager installed on the network, asset is ASR (1) Points
qualified, ASR install process can be performed on the asset, ASR activation
process has been completed by associating a contact in My Oracle Support,
and Service Tools Bundle is installed.

True (*)

False

Correct

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

True

False (*)

The analysis runs against the configuration data captured by the

collector

40. Oracle Enterprise Manager Harvest Job is a collection tool that gathers
information about your Oracle set-ups, configuration, and OS. You can Mark for Review
automate this information transfer with Oracle (1) Points

True (*)

False

Correct
Using Support Best Practices for Hardware & Software
(Answer all questions in this section)
 41. The output of Oracle Configuration Manager (OCM) will list out the required
firmware for your Oracle Systems products Mark for Review
(1) Points

True

False (*)

False, as OCM is for Oracle Software

42. What is the best definition of a Fully Qualified Service Request?

Mark for Review
(1) Points

Only Service Requests created by ASR are considered fully qualified

A Service Request that has all the information included in the fields as
well as appropriate diagnostic output attached so that the Oracle
Support Engineer can immediately get started (*)
A Service Request that provides just a few facts to get Oracle Support
engaged
A Service Request logged by your CUA

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

Correct

43. 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 Mark for Review
decisions about which patches to install (1) Points

True (*)

False

Correct

Create and Manage Service Requests

(Answer all questions in this section)

44. Users create a new Service Request by moving through a structured step-
by-step process that starts by asking the User to identify the Severity Mark for Review
before describing the problem (1) Points

True

False (*)

Correct

45. When should Severity 1 be selected?

Mark for Review
(1) Points
 To get immediate attention to your Service Request

When your business has stopped functioning due to an issue on your

Oracle System, Software, or Application (*)
When your testing system is down

Only when you have requested an Escalation of the issue

All of the above

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 Mark for Review
Requests tab (1) Points

True (*)

False

Correct

47. 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

48. 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 Mark for Review
you do next? (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
 49. 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 Mark for Review
contacted by Oracle Support (1) Points

True (*)

False

Correct

50. 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 Mark for Review
provides Oracle Support with as much detail as possible about your issue. (1) Points
This includes what happened, users impacted, single or repeat occurrences,
any changes, and related diagnostic data to attach to the Service Request

True (*)

False

Correct
Mobile My Oracle Support
(Answer all questions in this section)

51. The Customer User Administrator for my organization is able to utilize

Mobile My Oracle Support to review access requests with just a smart Mark for Review
phone and Internet access. (1) Points

True (*)

False

Correct

52. The two main functions you can accomplish in My Oracle Support Mobile
are to view and update Service Requests and search the knowledge base Mark for Review
(1) Points

True (*)

False

Correct

53. A best practice to get the most value from Mobile My Oracle Support would
be to mark as favorites any bugs or documents that you want to revisit and Mark for Review
review when you have more time back at your desk. You will not waste any (1) Points
time trying to find them again when you go back to the My Oracle Support
portal

True (*)

False

Correct
 54. 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

55. How do you access Mobile My Oracle Support?

Mark for Review
(1) Points

You have to download the app from the primary portal and load it to
your smart phone
You access it from http://support.oracle.mobi (*)

There is a button on My Oracle Support homepage that allows you to

jump to the mobile application
You open a Service Request and ask for special privileges

Correct
Mobile My Oracle Support
(Answer all questions in this section)

56. 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

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 Mark for Review
passed). (1) Points

Contact your Oracle Sales representative and purchase Extended

Software support for your product that needs patching (*)
 Google to see if the patch is available somewhere on the Internet

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

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

All of these answers are possible reactions to not being able to

download a patch. The most correct answer is C as the product has
passed its supported end date.

58. 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)

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

Log a Service Request and request information about support dates

Call your Oracle Sales or Account Representative

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

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

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

(Choose all correct answers)

Search technical support on oracle.com and review the posted policy

PDFs often (*)
Download the Oracle Technical Support Policies and use these as your
reference guide
Search in My Oracle Support for 'Technical Support Polices' (*)

Log a Service Request and ask Support to provide information about

support policies

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

60. 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 Engineers to perform mapping business requirements
to product functionality
Access to My Oracle Support Community (*)

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

Access to Oracle Support Engineers to de-code customized code and

undertake script development

Oracle Support is available to support you on Oracle Products,

however Oracle Support is not a resources to train and develop
customized solutions for your organization.

61. Which of the

following are Mark for Review
support (1) Points
challenges at
multiple
vendor
computing
environments?

Rising Multi-Vendor Support Activity

Expanding call Resolution Times

All of the above (*)

Prohibitive Training Demands for technical analysts

<br><br>
Complexity of MVS environments

none of the above

Incorrect. Refer to the Oracle

Collaborative Vendor Support (OCVS)
Overview training for more
information.

62. 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.

Correct

63. A "Mutual Customer" under Oracle Collaborative Vendor Support

(OCVS) must have an active support contract with BOTH Oracle Mark for Review
and a participating Partner. (1) Points
 True (*)

False

Correct

64. Which of the following statements reflect the value proposition

to our Mutual Customers as a result of Oracle Collaborative Mark for Review
Vendor Support (OCVS)? (1) Points

(Choose all correct answers)

Strives to prevent the frustration of "finger-pointing"

between vendors and improves overall satisfaction. (*)
Increases the risk and costs associated with owning multi-
vendor solutions.
Provides enhanced support value for multi-vendor
implementations. (*)
Improves response by having all parties involved in the
collaboration. (*)
Increases the time to implementation for multi-vendor
solutions.

Correct

65. OCVS can be used as a replacement for support

Mark for Review
(1) Points

True

False (*)

Correct