My Oracle support

oracle.com
Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from the Support Specialist courses
. Passing a >80% of this assessment makes you eligible to become an General Prod
uct Support Specialist. (v3.0)

Premier Support
(Answer all questions in this section)
1. Oracle Customers can access the Oracle Lifetime Support Policy PDF via (se
lect one or more answers) Mark for Review
(1) Points
(Choose all correct answers)
My Oracle Support (*)
oracle.com (*)
My Oracle Support Community
None of the Above

Corrrect

2. What is the best description of the Customer User Administrator (CUA) role
? Mark for Review
(1) Points
The CUA logs tickets in My Oracle Support on behalf of the Users
The CUA is the individual identified by the Oracle Customer to manage User a
ccess requests for each of the Customer s Support Identifiers in My Oracle Support
(*)
The CUA helps Users customize the My Oracle Support regions to maximize the
value of the support experience
The CUA manages the Customer s profile information on My Oracle Support
None of the Above

Corrrect

3. A new IT manager from an Oracle Customer is responsible for a team of supp

ort engineers who actively log tickets with My Oracle Support. This manager need
s to understand the basics of technical support fees, support period, licenses,
technical contacts, and program updates. You should refer them to: Mark for Re
view
(1) Points
The Lifetime Support Policies
Support best practices page on oracle.com
The help menu in My Oracle Support
The Technical Support Policies (*)
None of the Above

Corrrect

4. Is this an accurate use case? An Oracle Customer is using Oracle E-Busines

s Suite Release 12. They would review the Lifetime Support Policy document for O
racle Applications to look up the GA date, Premier, Extended, and Sustaining sup
port dates that apply to this release. Mark for Review
(1) Points
True (*)
False

Corrrect

MVSP Overview
(Answer all questions in this section)
5. Which of the following statements are Partner requirements for participati
on 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 participa
te in the MVSP.
Partner must apply and received confirmation of acceptance for use of the M
VSP benefit. (*)
Partner must be trained on all Oracle products they wish to engage with Ora
cle Support through the MVSP.
Partner must be a current OPN member in good standing. (*)
Partner must have a published profile in OPN Solutions Catalog. (*)

Correct
Page 1 of 8 Next Summary

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from the Support Specialist courses
. Passing a >80% of this assessment makes you eligible to become an General Prod
uct Support Specialist. (v3.0)

MVSP Overview
(Answer all questions in this section)
6. which are TSANet relationship levels? Mark for Review
(1) Points
(Choose all correct answers)
Open Group Agreements
Closed Group Agreements (*)
Classic or Standard Community (*)
Mission Critical Community (*)

Correct

7. Which of the following statements reflect the value proposition to our Mut
ual 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.
 Improves response by having all parties involved in the collaboration. (*)
Increases the risk and costs associated with owning multi-vendor solutions.

Provides enhanced support value for multi-vendor implementations. (*)

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

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

more information.

8. how many MVSP components? Mark for Review

(1) Points
1
2 (*)

Correct

9. To support mutual customer, MVSP vendor must use customer's CSI to log SR
to Oracle to ensure that the customer is a current Oracle support customer Mar
k for Review
(1) Points
True
False (*)

Correct

My Oracle Support
(Answer all questions in this section)
10. The search engine allows you to find your product by typing in any one of
a number of known "aliases." Mark for Review
(1) Points
True (*)
False

Correct

Previous Page 2 of 8 Next Summary

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from the Support Specialist courses
. Passing a >80% of this assessment makes you eligible to become an General Prod
uct Support Specialist. (v3.0)

My Oracle Support
(Answer all questions in this section)
11. What products can make use of the Patch Recommendations region in My Orac
le Support? Mark for Review
(1) Points

All Products
All products supported by Oracle Configuration Manager (*)
Oracle E-Business Suite and Oracle Database products
JD Edwards product line
None of the above

Correct

12. You are a manager with responsibility for several different product teams
logging service requests in My Oracle Support. Would it be possible to create i
ndividual team PowerView filters for easy visibility into the activity for each
team? Mark for Review
(1) Points
True (*)

False

Correct

13. What is the best definition of Mobile My Oracle Support? Mark for Revie
w
(1) Points
The main My Oracle Support portal with a different URL for easy access by Sm
art Phone
My Oracle Support web-based application optimized for mobile devices. Users
are able to search the knowledge base.
 My Oracle Support web-based application optimized for mobile devices. Users
can view and update SRs as well as search the knowledge base. (*)
A detachable region in My Oracle Support that can be downloaded and used off
line on your mobile device
None of the above

Correct

14. You initiated a product search using the Knowledge Base search in My Orac
le Support. Your search results included an information center. What is an infor
mation center? Mark for Review
(1) Points
A collection of related Service Requests and patches
A knowledge object that organizes key information for the User in one place
such as Alerts, New Knowledge Documents, News, and Troubleshooting (*)

A type of My Oracle Support Community

An exclusive Support Training portal
None of the above

Correct

15. One of your responsibilities is managing the patch strategy for your comp
any. What is the most effective approach to finding patch information? (Select a
ll that apply) Mark for Review
(1) Points
(Choose all correct answers)
Install Oracle Configuration Manager and make use of the Patch Planner for
the system/target you are interested in (*)
Use the knowledge base search and search for documents with patch strategy
(*)
Log an SR and ask Oracle
Add the Patch Planner region to your Dashboard view in My Oracle Support
Use Knowledge Base search to look for a Patch advisor information center (*
)

Incorrect. Refer to the "Patching" training for more information.

Previous Page 3 of 8 Next Summary

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from the Support Specialist courses
. Passing a >80% of this assessment makes you eligible to become an General Prod
uct Support Specialist. (v3.0)

My Oracle Support
(Answer all questions in this section)
16. You are in My Oracle Support Community and see a lengthy thread with a ti
tle that suggests the content is relevant to your need. Where is the best place
to start reading this thread? Mark for Review
(1) Points

Read most recent replies first and then continue reading all the replies
Read replies in chronological order, starting at the last reply and working
forward
Read the reply marked as Correct first, then any replies marked Helpful, and
then continue with other replies as needed (*)
None of the above
All of the Above

Correct

17. What is the relationship between your SSO and My Oracle Support accounts?
Mark for Review
(1) Points
You can log into My Oracle Support without a SSO login

You must apply for your SSO login before you can obtain a My Oracle Support
account (*)
You must apply for a My Oracle Support account before obtaining a SSO login
There is no relationship

Correct

18. If you are unable to get traction and progress your service request your
best course of action is to Mark for Review
(1) Points
 Change the Severity level to ensure it gets immediate attention
Initiate an escalation (*)
Close the existing Service Request and then resubmit as a new Service Reques
t
None of the above
All of the Above

Correct

19. When a customer is monitoring their Service Requests, the most desirable
status is 'Automatically Closed/Closed Initiated' Mark for Review
(1) Points
True

False (*)

Correct

20. Customers can use My Oracle Support to Get Proactive for their installed pr
oducts. What are the most common ways to access? Mark for Review
(1) Points
Users can access the from the My Oracle Support Knowledge tab (Knowledge Lin
ks) or by typing Get Proactive in the search knowledge base field in the tab row
(*)
Users can bypass My Oracle Support and directly access Get Proactive portfolio
through oracle.com
User can click an embedded link within their service request
None of the above
All of the Above

Correct

Previous Page 4 of 8 Next Summary

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
 This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from the Support Specialist courses
. Passing a >80% of this assessment makes you eligible to become an General Prod
uct Support Specialist. (v3.0)

My Oracle Support
(Answer all questions in this section)
21. My Oracle Support portal is not customizable Mark for Review
(1) Points
True
False (*)

Correct

22. The Knowledge Base in My Oracle Support is used exclusively by Oracle Cus
tomers to research and update Service Requests and improve knowledge content M
ark for Review
(1) Points
True
False (*)

Incorrect. Refer to the "MOS Searching and Browsing in Knowledge Base" tra
ining for more information.

23. The Customer User Administrator (CUA) role is assigned and managed by Ora
cle Mark for Review
(1) Points
True (*)
False

Correct

24. What essential knowledge does the Customer User Administrator (CUA) need
in order to deliver the most value to their Company? Mark for Review
(1) Points
Knowledge of My Oracle Support functionality
Knowledge of Automatic Service Request (ASR) set-up and use
Understanding of their business model and user base to determine what access
privileges best support their business objectives (*)
Best practices for logging a new Service Request
 None of the above

Correct

25. When a specific PowerView is "on", it is propagated throughout My Oracle

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

Correct

Previous Page 5 of 8 Next Summary

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from the Support Specialist courses
. Passing a >80% of this assessment makes you eligible to become an General Prod
uct Support Specialist. (v3.0)

My Oracle Support
(Answer all questions in this section)
26. The Knowledge Base filter in My Oracle Support allows users to search by:
Mark for Review
(1) Points
You can t set filters in this search, just input search terms
Product
Product and Task
Product, Task, and Release (*)

Correct

27. Can you identify the features available to you via your Oracle Single Sig
n-on (SSO) account? Mark for Review
(1) Points
 Oracle Store, Oracle Support, Marketing events, Oracle Partner Network (*)
My Oracle Support
There is no Oracle Single Sign-on account
Settings tab in My Oracle Support to update my profile
None of the above

Correct

Oracle Collaborative Support Program

(Answer all questions in this section)
28. Oracle Collaborative Support uses industry standard Secure Socket Layer,
or SSL, with 128-bit encryption for transmitting encyrpted data securely. Mark
for Review
(1) Points
True (*)
False

Correct

29. Which of the following are the benefits of using Oracle Collaborative Sup
port ? Mark for Review
(1) Points
(Choose all correct answers)
Faster resolution of issues (*)
Provide training on how to use a Product
Improve Customer Satisfaction (*)

Provide customer with license discounts

All of the above

Correct

30. Voice streaming enables the host to broadcast his voice to attendees, and
the attendees can listen to the host either through their telephone or through
their PC speakers. Mark for Review
(1) Points
True (*)
 False

Correct

Previous Page 6 of 8 Next Summary

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from the Support Specialist courses
. Passing a >80% of this assessment makes you eligible to become an General Prod
uct Support Specialist. (v3.0)

How to Escalate a Service Request within Oracle Support

(Answer all questions in this section)
31. A Customer should ensure the following before requesting for a Service Re
quest Escalation Mark for Review
(1) Points
Review the Service Request for correctness of problem statement
Update SR with business impact
Update SR with milestone date
Assess the appropriateness of severity level (*)
All of the above

Correct

32. 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

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)
33. It is good communication practice to train staff to shield customers from
internal issues maintain professionalism and confidence when in front of custom
er if internal roadblocks are encountered. Mark for Review
(1) Points
True (*)
False

Correct

34. A great deal of customer escalations can be prevented by awareness of cus

tomer on knowing what to expect. . Mark for Review
(1) Points
True (*)
False

Correct

35. High Customer Satisfaction means: Mark for Review

(1) Points
(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

Correct

Previous Page 7 of 8 Next Summary

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer.
This 38-question assessment test is the final component of the General Sup
port Specialist guided learning path. This assessment will allow you to test you
r knowledge level of the information learned from the Support Specialist courses
. Passing a >80% of this assessment makes you eligible to become an General Prod
uct Support Specialist. (v3.0)

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)
36. What are softskills? Soft Skills let your customers know: (Select all tha
t applies). Mark for Review
(1) Points
(Choose all correct answers)
They are important (*)
As a service provider are knowledgeable (*)
We are a staff of professional and solution focused (*)
We are setting clear expectations with customers (*)
None of the above

Correct

37. Select ALL important points to consider to ensuring a productive relation

ship with your customers. Mark for Review
(1) Points
(Choose all correct answers)
Under promise and over deliver (*)
Teach and develop time-management skills for your employees prioritization
of tasks, urgency vs impact (*)
Define and structure service provided what is provided and how, time lines,
milestones (*)
Plan and execute well by focusing on both proactive and reactive techniques
to minimize stress (*)
Teach the customer how to better interact with your processes (*)

Correct
 38. The primary difference between making unhappy customers happy and making
happy customers even happier is the point of initiation. With unhappy customers,
even if you did not know why they were unhappy before speaking with them, you c
an be certain that you soon will learn the reason for their unhappiness. Once yo
u know why they are unhappy, it is relatively easy to plot a course of action to
convert them into a happy customer. Mark for Review
(1) Points
True (*)
False

Correct

Previous Page 8 of 8 Summary