1.

To customize the Regions on the Main Dashboard you can drag-and-drop those you want
included and rearrange them according to how you want them to show up.

True /False

2. This is another resource containing recorded discussions during which development outlines
functionality included within new product releases.

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

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

True / False

4. Identify the support model described: This support model centered around reactively working
customer issues. You work with support on the issue, i dentify a solution, and then move to implement
that solution.

Traditionall support model

Traditiona

Pro-active support model

Predictive support model

None of the above

 All of the above

5. List ALL what is is available within the “Getting Started” 

region

(Choose all correct answers)

Contains valuable information to assist new users in navigating the portal and to make
full use of the portal functionality.

 You will find an overview of My Oracle Support.

Provide links to both pre-recorded and live training sessions.

Contains links on how to best utilize

utili ze the configuration manager.

None of the above

6. This training resource is built for practical real-world situations, allowing you to gain valuable
hands-on experience as well as use the presented soluti ons as the foundation for production
implementation, dramatically reducing time to deployment

Customer Services Catalog

Newsletters

Sustaining Support

Oracle By Example (OBE)

Transfer of Information (TOI)

7. Product Information Centers are one stop shops maintained within our knowledge base that
contain information about specific products and releases.

True / False

8. Our main focus in Support is to assist in minimizing any disruptions to your system. We do this
through

(Choose all correct answers)

Problem Avoidance through the Configuration manager health checks

Self Service Resolution - resolving problems without the need to contact Oracle Support

Reduction in resolution time - minimizing the time spent to resolve an issue

 Answers 1 & 2 only

None of the above

9. This is another resource available to customers designed to promote awareness and understanding
of the available support tools and resources to allow you to get the most out of your support
investment

Newsletters

Transfer of Information (TOI)

Customer Services Catalog

Sustaining Support

Support Process and Tools advisor webcasts

10. This region where we push important information from Oracle to our customers about what is
happening within support, about critical patches that have become available, about significant
changes that may be occurring within support.

Service Request region

News region

Breaking News region

 Getting started region

Draft Service Request region

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

Getting started region

Service Request region

Draft Service Request region

Systems region

News region

12. Certifications of New Oracle Products are covered under which level(s) of support?

Premier Support

Extended Support

Sustaining Support

Premier & Extended Support

None of the Above

13. Premier Support Extends for how many years after a product's release?

10 years

No limit

8 Years

1 Year

5 years

14. Certifications with most New Third Party Products/Versions are covered under which level(s) of 
support?

Premier Support

Extended Support

Sustaining Support

Premier & Extended Support

None of the Above

15. 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)

Increases the time to implementation for multi-vendor solutions.

Increases the risk and costs associated with owning multi-vendor solutions.

Strives to prevent the frustration of “finger-pointing” between vendors and improves overall
satisfaction.

Provides enhanced support value for multi-vendor implementations.

Improves response by having all parties involved in the collaboration.

16. MVSP can be a replacement for support

True / False

17. which year was TSANet established?

1994

1991

1990

1993

1992

18. Which of the following statements are Partner requirements for participation in the Multi-Vendor
Support Program (MVSP)?

(Choose all correct answers)

Partner must be accepted into all Product Focus Areas in order to participate in the
MVSP.

Partner must apply and received confirmation of acceptance for use of the MVSP
benefit.

Partner must be trained on all Oracle products t hey wish to engage with Oracle Support throug h
the MVSP.

Partner must have a published profile in OPN Solutions Catalog.

Partner must be a current OPN member in good standing.

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

 A Partner should enroll in the MVSP proactively if they provide support services to mutual
customers.
 The MVSP is offered as a value-added benefit at no additional costs to Oracle Partners as part of 
their OPN membership.

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal
page on OPN.

 A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue
from a mutual customer.

Useful MVSP enrollment information can be found on the OPN portal under Support > Learn
 About Support Offerings and Benefits.

20. Where can you find up-to-date information about support tools and processes?

(Choose all correct answers)

CSI Number

OPN

My Configs and Projects

My Oracle Support

21. When can you log a SR via My Oracle Support

Monday to Friday, 9am to 5.30 pm

Every Day, 9am to 5.30 pm

It depends on the level of your Support service

24x7

22. True or False? An SR should be escalated when the severity assigned does not reflect the true
business impact

True

False

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

Severity 2

Severity1

Severity 4

Severity3

24. Which of the following is not a benefit of the Oracle Diagnostic Tools?

Captures customer configuration information

 Application customers can run proactive tests

 Customer can log an SR and leave all action with Oracle until resolved

Reduces SR ping-pong

25. Which of the following is not normally provided via My Oracle Support

Certification information

Diagnostic Tests

 Access to SR logging

Certified Advantage Partner Criteria

26. What is Oracle's on-line Support Service?

Premier

My Oracle Support

OPN

Service Request

27. The Service Request Home Page contains Service Requests, Draft Service Requests and Bug
Summary Mark for Review

(1) Points

True

False

28. Lifecycle PowerView Filter requires Configuration Mark for Review

(1) Points

True

False

29. This tab in My Oracle Support Community shows recently created communities content. Mark 
for Review

(1) Points
 53. If you wish to escalate further up the Oracle Management chain what must you have in place?
Mark for Review

(1) Points

 An additional business case

 Authorisation from your Oracle Account Manager

OCS session arranged

Escalation contacts further up your internal organisation

54. A Customer should ensure the following before requesting for a Service Request 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

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)

55. 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