Review your answers, feedback, and question scores below.

An asterisk (*) indicates a correct

answer.

This 50-question assessment test is the final component of the Oracle Help Desk for Sun ZFS
Storage Appliance Support Consultant guided learning path. This assessment will allow you to
test your knowledge level of the information learned from the Sun ZFS Storage Appliance
Support courses. Passing at >80% on this assessment makes you eligible to become an Oracle
Support Consultant for this subject matter.

Creating Customer Value

(Answer all questions in this section)

1.The
1.The Inventory and Usage region is available even for those who are
Mark for Review
not using the Configuration Manager.
(1)
(1) Poin
Points
ts

True
False (*)

Incorrect, refer to the Creating Customer Value training for more

information

2.This
2.This a a resource available in oracle.com that provides full list of
Mark for Review
services, which presents to customers the complete portfolio of Oracle
(1)
(1) Poin
Points
ts
Customer Services making it easier to find the right services based o n
their solution lifecycle needs.

Lifetime Support Policy

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

Corrrect

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

True (*)
False

Correct
 4.It is an integrated, multichannel, online collaboration portal that
Mark for Review
leverages the latest Web 2.0 technologies to provide real-time access
(1) Points
to Oracle’s knowledge repository. It is a venue where customers
exchange knowledge with an extensive network of peers and Oracle
experts.

Maintenance Wizard
DB Upgrade companion
Configuration manager
My Oracle Support Community (*)
Support Diagnostics Tools

Incorrect, refer to the Creating Customer Value training for more

information

5.The My Oracle Support framework was created us ing FLEX

Mark for Review
Technology from Adobe. Using the Flash viewer allowed the
(1) Points
flexibility to design a system that is very user friendly.

True (*)
False

Correct

Page 1 of 10

Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct
answer.

This 50-question assessment test is the final component of the Oracle Help Desk for Sun ZFS
Storage Appliance Support Consultant guided learning path. This assessment will allow you to
test your knowledge level of the information learned from the Sun ZFS Storage App liance
Support courses. Passing at >80% on this assessment makes you eligible to become an Oracle
Support Consultant for this subject matter.

Creating Customer Value

(Answer all questions in this section)

6. This stage of Life time Support provides maintenance and support of

Mark for Review
Oracle database, middleware, and application products for 5 years
(1) Points
from their general availability date.
 Lifetime Support Policy
Premier Support (*)
Extended support
Sustaining Support
 None of the above

Incorrect, refer to the Creating Customer Value training for

more information

7. This online assessment tool is designed to share Global Software

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Support good practices across 5 domains - S trategy, Process, People,
(1) Points
Technology and Governance –  with the goal to help customers get
maximum value from their Oracle investments

Transfer of Information (TOI)

Customer Success Self-Assessment (*)
Customer Services Catalog
Sustaining Support
 Newsletters

Corrrect

8. This resource brings you news, technical content, and technical

Mark for Review
updates from the various Oracle Support teams. The y are created for
(1) Points
the purpose of enhancing your service experience with Oracle
Support by proactively providing you with valuable information.

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

Corrrect

9. This stage of Life time Support provides provides you with an extra
Mark for Review
three years of support for specific Oracle release for an additional
(1) Points
fee.

Lifetime Support Policy

Premier Support
Extended support (*)
 Sustaining Support
 None of the above

Corrrect

10.True or False. Browse knowledge allows users to naviga te through

Mark for Review
the product hierarchy to specific folders of content in order to
(1) Points
eliminate noisy results generated from generic queries against the
entire knowledge base. Searching the knowledge base using the
 browser feature is a support best practice and is the best way to
access product specific information.

False
True (*)

Corrrect

Page 2 of 10

Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct
answer.

This 50-question assessment test is the final component of the Oracle Help Desk for Sun ZFS
Storage Appliance Support Consultant guided learning path. This assessment will allow you to
test your knowledge level of the information learned from the Sun ZFS Storage Appliance
Support courses. Passing at >80% on this assessment makes you eligible to become an Oracle
Support Consultant for this subject matter.

Creating Customer Value

(Answer all questions in this section)

11.List all benefits of using My Oracle Support.

Mark for Review
(1) Points

(Choose all correct answers)

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. (*)
It is the single point-of-entry for all interactions with Oracle
Support (*)
 Answers 1,2 & 3 only
It is an easy to navigate, web-based portal that provides
 personalized, proactive, and collaborative support. (*)
It is Oracle's next generation support platform. (*)

Corrrect

Oracle's Lifetime Support Policy

(Answer all questions in this section)

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

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Life Cycle
(1) Points

True (*)
False

Corrrect

13.Extended Support is provided for an how many additional years after

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Premier Support ends?
(1) Points

3 years (*)
5 years
 No limit
1 Year
8 Years

Incorrect. Refer to the Lifetime Support training for more

information.

14.Certifications with most New Third Party Products/Versions are

Mark for Review
covered under which level(s) of support?
(1) Points

Premier Support (*)

Extended Support
Sustaining Support
Premier & Extended Support
 None of the Above

Corrrect
 MVSP Overview
(Answer all questions in this section)

15.how many MVSP components?

Mark for Review
(1) Points

2 (*)
1

Correct

Page 3 of 10

Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct
answer.

This 50-question assessment test is the final component of the Oracle Help Desk for Sun ZFS
Storage Appliance Support Consultant guided learning path. This assessment will allow you to
test your knowledge level of the information learned from the Sun ZFS Storage Appliance
Support courses. Passing at >80% on this assessment makes you eligible to become an Oracle
Support Consultant for this subject matter.

MVSP Overview
(Answer all questions in this section)

16.Which of the following is the support challenges at the multiple

Mark for Review
vendor computing environment?
(1) Points

Complexity of MVS environments

Rising Multi-Vendor Support Activity
Expanding call Resolution Times
Prohibitive Training Demands for technical analysts
none of the above (*)
All of the above

Incorrect. Refer to the Multi-Vendor Support Program

Overview training for more information.
Support courses. Passing at >80% on this assessment makes you eligible to become an Oracle
Support Consultant for this subject matter.

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)

46.What are softskills? Soft Skills let your customers know: (Select all
Mark for Review
that applies).
(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

Incorrect. Refer to the Customer Service Soft-skills Training

Best Practices training for more information.

47.Mastering and achieving great customer service and communication

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skills with your customers will build Customer Loyalty
(1) Points

True (*)
False

Correct

48.What the customers want? Customers want and expect the following
Mark for Review
from Oracle and it’s partners. Select all that applies.
(1) Points

(Choose all correct answers)

Be the Center of Attention when they have Needs –  they want to

feel they have priority and attention when issues arise. (*)
expect us to be proactive and to anticipate their wants and needs
(*)
staff needs to be proficient in all available communication
options and know when to appropriately use each (*)
Effectively read customer’s preferred communication style (*)
 None of the above
 Incorrect. Refer to the Customer Service Soft-skills Training
Best Practices training for more information.

49.Understand the difference between what your customers want and

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what your customers need helps provide positive customer
(1) Points
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

50.It is good communication practice to train staff to shield customers

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from internal issues –  maintain professionalism and confidence when
(1) Points
in front of customer if internal roadblocks are encountered.

True (*)
False

Incorrect. Refer to the Customer Service Soft-skills Training

Best Practices training for more information.

Page 10 of 10