1. A customer calls into the call center with a question.

The customer wants to

2. prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) r
3. ackmount server, but has misplaced the documentation. The customer's immediate n
4. eeds are the dimensions, weight and power requirements of the unit. According to
5. your resources, what are the power requirements of this server? Mark for Revi
6. ew
7. (1) Points
8.
9. 220V, 50 Hz AC
10.
11. 12V DC
12.
13. 100 to 127 / 200 to 240 VAC (*)
14.
15. 115V, 60 Hz AC
16.
17. 48V DC
18.
19.
20. Correct Correct

21. 2. A customer calls into the call center with an issue. He wants to upgrade t
22. he memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some assi
23. stance on how perform the upgrade. Select the action plan that lists the steps t
24. aken to solve the customer's problem. Mark for Review
25. (1) Points
26.
27. Provided customer with the location of the of the memory replacement procedu
28. re.
29.
30. Provided the customer with a link to the server s Service Manual.
31.
32. Provided the customer with a link to the server s System Handbook entry and di
33. rected him to the Service Manual s memory population rules. (*)
34.
35. Created and sent the customer an email with the memory replacement procedure
36. .
37.
38.
39. Correct Correct
40.
41.
42. 3. A customer calls into the call center and says she has experienced a fan f
43. ailure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-s
ite service to provide warranty service to replace the defective fan module numb

44. er 4 on her server. Which link provides direct access to a document repository t

hat contains documents on fan replacement procedures? Mark for Review

45. (1) Points

46.
47. http://www.oracle.com
48.
49. http://www.oracle.com/technetwork/indexes/documentation/index.html (*)
50.
51. http://my.oracle.com/index.htm
52.
53. http://my.oracle.com/site/pd/sss/products/index.html
54.
55.
56. Correct Correct
57.
58. 4. A customer calls into the call center with a memory upgrade question. The
59. customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 S
60. erver) and needs to know what 8 Gbyte memory to order. Which is the best locatio
61. n to find information related to this problem? Mark for Review
62. (1) Points
63.
64. http://www.oracle.com/technetwork/indexes/documentation/index.html
65.
66. https://support.us.oracle.com/handbook_internal/index.html (*)
67.
68. www.oracle.com/technetwork/indexes/downloads/index.html
69.
70. http://www.oracle.com
71.
72.
73. Incorrect Incorrect. Refer to the X64 Server System Overview training for m
74. ore information.
75.
76.
77. 5. A customer calls into the call center to ask a question about setting up a
78. server. The customer wants to know which ports to use to configure the server,
79. where the ports are located, and how to access them. Which problem statement cha
80. racterizes the customer's problem? Mark for Review
81. (1) Points
82.
83. Customer needs the correct port to access system.
84.
85. Customer needs to know the default account and password for the serial port.
86.
87. Customer needs to know which server port, the serial cable to use, the need
88. for a terminal server on the laptop, as well as the system default account and p
89. assword. (*)
90.
91. Customer is asking for on-site help to set up the system.
92.
93.
94. Correct Correct
95. 6. A customer calls into the call center and says she has experienced a fan fai
96. lure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-sit
97. e service to provide warranty service to replace the defective fan module number
98. 4 on her server. Which problem statement characterizes the customer's problem?
99. Mark for Review
100. (1) Points
101.
102. Customer is reporting fan module number 4 failure and is requesting on-site
103. support for replacement (*)
104.
105. Customer is reporting server cooling problems and is requesting on-site supp
106. ort for replacement
107.
108. Customer is reporting fan module failure
109.
110. Customer is requesting on-site support for a server cooling problem
111.
112.
113. Correct Correct
114.
115. 7. A customer calls into the call center with a memory upgrade question. The
116. customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 S
117. erver) and needs to know what 8 Gbyte memory to order. Which DIMM density create
118. s a total server memory of 512 Gbytes if used on all of its memory slots ? Mar
119. k for Review
120. (1) Points
121.
122. 8-Gbyte
123.
124. 16 G-byte
125.
126. 4-Gbtye
127.
128. 32-G-byte (*)
129.
130.
131. Correct Correct
132.
133.
134. 8. A customer calls into the call center to ask a question about setting up a
135. server. The customer wants to know which ports to use to configure the server,
136. where the ports are located, and how to access them. Which port should be access
137. ed first? Mark for Review
138. (1) Points
139.
140. Network Management port
141.
142. Video port
143.
144. Ethernet port
145.
146. Serial Management port (*)
147.
148.
149. Correct Correct
150.
151.
152. 9. A customer calls into the call center with an issue. He wants to upgrade t
153. he memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some assi
154. stance on how perform the upgrade. Which question needs to be answered before th
155. e customer orders DIMMs for the upgrade? Mark for Review
156. (1) Points
157.
158. What is the current memory configuration? (*)
159.
160. Does the customer have DIMMs available to upgrade the system?
161.
162. Where is the system located?
163.
164. Does the system have a memory problem?
165.
166.
167. Correct Correct
168.
169.
170. 10. A customer calls into the call center to ask a question about setting up
171. a server. The customer wants to know which ports to use to configure the server,
172. where the ports are located, and how to access them. What are the most effective locations
to find information related to this problem (select 2)? Mark for R
173. eview
174. (1) Points
175.
176. (Choose all correct answers)
177.
178. http://oraclecorp.com
179.
180. http://www.oracle.com/technetwork/documentation/index.html (*)
181.
182. https://support.us.oracle.com/handbook_internal/index.html (*)
183.
184. http://my.oracle.com
185.
186.
187. Correct Correct
188. 11. A customer calls into the call center with a question. The customer wants t
189. o prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3)
190. rackmount server, but has misplaced the documentation. The customer's immediate
191. needs are the dimensions, weight and power requirements of the unit. Which probl
192. em statement characterizes the customer's problem? Mark for Review
193. (1) Points
194.
195. Customer needs a server installed
196.
197. Customer needs installation documentation to look up the specifications he n
198. eeds
199.
200. Customer does not know the weight and dimensions of this server
201.
202. Customer did not have the installation documentation to be able to find the
203. dimensions, weight, and power requirements for this server (*)
204.
205.
206. Correct Correct
207.
208.
209. 12. Which rackmount server supports a service processor on an optional daught
210. er card? Mark for Review
211. (1) Points
212.
213. Sun Fire X4240
214.
215. Sun Fire X2270 (*)
216.
217. Sun Blade X6275
218.
219. Sun Fire X2250
220.
221. Sun Fire X4450
222.
223.
224. Correct Correct
225.
226.
227. 13. A customer calls into the call center and says she has experienced a fan
228. failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting onsite service to
provide warranty service to replace the defective fan module num
229. ber 4 on her server. Using your resources, what is the correct part number for the
replacement fan module? Mark for Review
230. (1) Points
231.
232. 541-2125
233.
234. 541-3539 (*)
235.
236. 541-2112
237.
238. 541-2802
239.
240. 371-4679
241.
242.
243. Correct Correct
244.
245.
246. 14. A customer calls into the call center with a memory upgrade question. The
247. customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3
248. Server) and needs to know what 8 Gbyte memory to order. How many memory slots ar
249. e supported by this server? Mark for Review
250. (1) Points
251.
252. 4
253.
254. 32
255.
256. 8
257.
258. 16 (*)
259.
260.
261. Correct Correct
262.
263.
264. 15. A customer calls into the call center with a memory upgrade question. The
265. customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3
266. Server) and needs to know what 8 Gbyte memory to order. Select the problem state
267. ment that characterizes the customer's problem. Mark for Review
268. (1) Points
269.
270. Customer doesn't know what density of memory to order
271.
272. Customer is requesting how to upgrade his memory
273.
274. Customer is asking for the part number of the 8-Gbyte DIMM that he can order
275. (*)
276.
277. Customer is asking what type of memory is in his server
278.
279.
280. Incorrect Incorrect. Refer to the X64 Server System Overview training for m
281. ore information.
282. 16. If a customer has a failure of a Sun Server X3-2L (Sun Fire X4270 Server M
283. 3 ) power supply, what link within the system handbook can you reference to find
284. a part number for a replacement ? Mark for Review
285. (1) Points
286.
287. Problem Resolution
288. Full Components List (*)
289.
290. Hardware Specifications
291.
292. Field Action Bulletins (FABs)
293.
294.
295. Correct Correct
296.
297.
298. 17. A customer called the service center and is complaining that his Sun Blad
299. e X6250 server blades on his Sun Blade 6000 Modular System are intermittently sh
300. utting down. If you know this problem has occurred before, which type of documen
301. t may provide information to resolve the customer's problem (select 2)? Mark f
302. or Review
303. (1) Points
304.
305. (Choose all correct answers)
306.
307. Service manual
308.
309. Alerts (*)
310.
311. Installation Guide
312.
313. Administrative Guide
314.
315. Field Action Bulletins (FAB) (*)
316.
317.
318. Correct Correct
319.
320.
321. 18. A customer called the service center and is complaining that his Sun Blad
322. e X6250 server blades on his Sun Blade 6000 Modular System are intermittently sh
323. utting down. Which component is called out by the document as the source of the
324. problem? Mark for Review
325. (1) Points
326.
327. Fans
328.
329. Power supplies (*)
330.
331. Chassis slot
332.
333. Server blade
334.
335.
336. Correct Correct
337.
338.
339. 19. A customer calls into the service center and reports that his Sun Fire X4
340. 200 Server cannot access the LSI Configuration utility when CNTRL-C is applied w
341. hile booting the server. Which document may relate to the customer's issue? Ma
342. rk for Review
343. (1) Points
344.
345. Doc ID 1000873.1 (FAB)
346.
347. Doc ID 1017415.1 (FAB)
348. Doc ID 1000817.1 (FAB) (*)
349.
350. Doc ID 1001307.1 (FAB)
351.
352.
353. Correct Correct
354.
355.
356. 20. A customer called the service center indicating that the Pc Check diagnos
357. tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
358. he customer recently upgraded the memory on this server). Possible impacts inclu
359. de replacement of the wrong DIMMs when PcCheck is used to diagnose a memory prob
360. lem(True or False)? Mark for Review
361. (1) Points
362.
363. True (*)
364.
365. False
366.
367.
368. Correct Correct
369.
370. 21. Which document would you use to find the rack mount procedure of the S
371. un Server X3-2L (Sun Fire X4270 Server M3)? Mark for Review
372. (1) Points
373.
374. Service Manual
375.
376. OS Installation Guide
377.
378. Getting Started Guide
379.
380. Installation Guide (*)
381.
382.
383. Correct Correct
384.
385.
386. 22. A customer called the service center and is complaining that his Sun Blad
387. e X6250 server blades on his Sun Blade 6000 Modular System are intermittently sh
388. utting down. Which problem statement characterizes the customer's problem? Mar
389. k for Review
390. (1) Points
391.
392. Customer called to get a replacement Sun Blade X6250 server blade because it
393. is intermittently shutting down
394.
395. Customer is reporting an intermittent AC power problem
396.
397. Customer is reporting that his Sun Blade 6000 Modular System is intermittent
398. ly shutting down.
399.
400. Customer is reporting that his Sun Blade X6250 server blades on his Sun Blad
401. e 6000 Modular System are intermittently shutting down. (*)
402.
403.
404. Correct Correct
405.
406. 23. A customer called the service center indicating that the Pc Check diagnos
407. tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
408. he customer recently upgraded the memory on this server). Which action plan list
409. s the steps taken to solve the customer's problem? Mark for Review
410. (1) Points
411.
412. Performed a workaround specified in CR 6603341as a temporary fix then schedu
413. led maintenance time with the customer to upgrade SP, BIOS and Pc Check software
414. . (*)
415.
416. Provided the customer with the document to use that lists the steps to solve
417. the problem.
418.
419. Ordered a new DIMMs for the customer.
420.
421. Scheduled maintenance time with the customer to replace faulty DIMMs called
422. out by PcCheck.
423.
424.
425. Correct Correct
426.
427.
428. 24. Which of the following can be included in FABs? Mark for Review
429. (1) Points
430.
431. Field Change Orders (FCOs)
432.
433. All of the above (*)
434.
435. Field Information Notice (FINs)
436.
437. Hardware issues
438.
439.
440. Correct Correct
441.
442.
443. 25. A customer calls into the service center and reports that his Sun Fire X4
444. 200 Server cannot access the LSI Configuration utility when CNTRL-C is applied w
445. hile booting the server Can the BIOS and LSI firmware be updated if you use the
446. latest ILOM software package (True or False)? Mark for Review
447. (1) Points
448.
449. True (*)
450.
451. False
452.
453.
454. Correct Correct
455.
456. 26. A customer calls into the service center and reports that his Sun Fire
457. X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applie
458. d while booting the server. Which problem statement characterizes the customer's
459. problem? Mark for Review
460. (1) Points
461.
462. Customer cannot access BIOS
463.
464. Customer needs has a hardware problem interfering with access to the LSI uti
465. lity (*)
466. Customer cannot access the LSI Configuration utility
467.
468. Customer s server cannot boot.
469.
470.
471. Correct Correct
472.
473.
474. 27. A customer called the service center indicating that the Pc Check diagnos
475. tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
476. he customer recently upgraded the memory on this server). Which problem statemen
477. t characterizes the customer's problem? Mark for Review
478. (1) Points
479.
480. Customer BIOS firmware needs to be upgraded.
481.
482. Customer is having memory problems..
483.
484. Customer s PcCheck does not recognize a faulty DIMM. (*)
485.
486. Customer s ILOM firmware needs to be upgraded.
487.
488.
489. Correct Correct
490.
491.
492. 28. A customer called the service center indicating that the Pc Check diagnos
493. tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
494. he customer recently upgraded the memory on this server). Which component is cal
495. led out by the document as one of the root causes of the problem? Mark for Rev
496. iew
497. (1) Points
498.
499. SP and BIOS firmware
500.
501. OS software
502.
503. SP and ILOM firmware
504.
505. Older PC Check versions (*)
506.
507.
508. Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Custom
509. er Issues training for more information.
510.
511.
512. 29. A customer calls into the service center and reports that his Sun Fire X4
513. 200 Server cannot access the LSI Configuration utility when CNTRL-C is applied w
514. hile booting the server. Which action plan lists the steps taken to solve the cu
515. stomer's problem? Mark for Review
516. (1) Points
517.
518. Ordered new disk replacement for the customer.
519.
520. Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and LSI 1
521. 064 BIOS = 6.06.06A or greater. (*)
522.
523. Asked the customer to replace the server s motherboard
524. Asked the customer to apply the latest operating system patches
525.
526.
527. Correct Correct
528.
529.
530. 30. Which of the following cannot be found within an Installation Guide? Ma
531. rk for Review
532. (1) Points
533.
534. Product specifications
535.
536. Product installation procedures
537.
538. All of the above
539.
540. Product replacement procedures (*)
541.
542.
543. Correct Correct
544. 26. A customer calls into the service center and reports that his Sun Fire X420
545. 0 Server cannot access the LSI Configuration utility when CNTRL-C is applied whi
546. le booting the server. Which problem statement characterizes the customer's prob
547. lem? Mark for Review
548. (1) Points
549.
550. Customer cannot access BIOS
551.
552. Customer needs has a hardware problem interfering with access to the LSI uti
553. lity (*)
554.
555. Customer cannot access the LSI Configuration utility
556.
557. Customer s server cannot boot.
558.
559.
560. Correct Correct
561.
562.
563. 27. A customer called the service center indicating that the Pc Check diagnos
564. tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
565. he customer recently upgraded the memory on this server). Which problem statemen
566. t characterizes the customer's problem? Mark for Review
567. (1) Points
568.
569. Customer BIOS firmware needs to be upgraded.
570.
571. Customer is having memory problems..
572.
573. Customer s PcCheck does not recognize a faulty DIMM. (*)
574.
575. Customer s ILOM firmware needs to be upgraded.
576.
577.
578. Correct Correct
579.
580.
581. 28. A customer called the service center indicating that the Pc Check diagnos
582. tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer
recently upgraded the memory on this server). Which component is cal
583. led out by the document as one of the root causes of the problem? Mark for Rev
584. iew
585. (1) Points
586.
587. SP and BIOS firmware
588.
589. OS software
590.
591. SP and ILOM firmware
592.
593. Older PC Check versions (*)
594.
595.
596. Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Custom
597. er Issues training for more information.
598.
599.
600. 29. A customer calls into the service center and reports that his Sun Fire X4
601. 200 Server cannot access the LSI Configuration utility when CNTRL-C is applied w
602. hile booting the server. Which action plan lists the steps taken to solve the cu
603. stomer's problem? Mark for Review
604. (1) Points
605.
606. Ordered new disk replacement for the customer.
607.
608. Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and LSI 1
609. 064 BIOS = 6.06.06A or greater. (*)
610.
611. Asked the customer to replace the server s motherboard
612.
613. Asked the customer to apply the latest operating system patches
614.
615.
616. Correct Correct
617.
618.
619. 30. Which of the following cannot be found within an Installation Guide? Ma
620. rk for Review
621. (1) Points
622.
623. Product specifications
624.
625. Product installation procedures
626.
627. All of the above
628.
629. Product replacement procedures (*)
630.
631.
632. Correct Correct
633. 31. The Sun field technician needs assistance in ordering a replacement Sun Bla
634. de X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3)
635. server blade in the customer's chassis. Select the one most appropriate action p
636. lan based on the customer s information and the solution to their problem. Mark
637. for Review
638. (1) Points
639.
640. Reviewed the replacement procedure with the field technician and assisted in ordering a
replacement X6270 M3 server blade. (*)
641.
642. Sent the field technician the documents that contains the server blade repla
643. cement and ordering procedures.
644.
645. Collected and recorded all information on the replacement and ordering proce
646. dure and passed the call to the back line.
647.
648. Provided the field technician with the location of the procedure to perform
649. the replacement along with the part number of a replacement X6270 M3 server blad
650. e.
651.
652.
653. Correct Correct
654.
655.
656. 32. A customer called the service center with a question on a server's networ
657. k management port. The customer is trying to configure his network management po
658. rt on his X4540 server so that he can access it from his management network. He
659. is not familiar with the network management facility and commands he needs to pe
660. rform. Select the problem statement that characterizes the customer's problem.
661. Mark for Review
662. (1) Points
663.
664. Customer needs assistance configuring the network management port into his m
665. anagement network. (*)
666.
667. Customer needs assistance configuring a network port.
668.
669. Customer needs assistance configuring the serial management port.
670.
671. Customer needs an Oracle field person to configure his network management po
672. rt to his management network.
673.
674.
675. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
676. ice Procedures training for more information.
677.
678.
679. 33. The Sun field technician needs assistance in ordering a replacement Sun B
680. lade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3
681. ) server blade in the customer's chassis. Which type of document provides the pr
682. ocedure to perform the replacement task? Mark for Review
683. (1) Points
684.
685. Field Action Bulletins (FAB)
686.
687. Alerts
688.
689. Installation manual
690.
691. Product notes page 10
692.
693. Service manual (*)
694.
695.
696. Correct Correct
697.
698.
699. 34. The Sun field technician needs assistance in ordering a replacement Sun Blade X3-2B
(X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3
700. ) server blade in the customer's chassis. Which action does NOT need to be perfo
701. rmed in the Sun Blade X3-2B (X6270 M3) removal process? Mark for Review
702. (1) Points
703.
704. Remove any front panel cabling
705.
706. Hold down the power button on the server blade for 4 seconds or perform a st
707. op /SYS ILOM command
708.
709. Power down the Sun Blade 6000 Modular System chassis (*)
710.
711. Pull open the server blade's top and bottom handles.
712.
713.
714. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
715. ice Procedures training for more information.
716.
717.
718. 35. A customer called the service center with a question on a server's networ
719. k management port. The customer is trying to configure his network management po
720. rt on his X4540 server so that he can access it from his management network. He
721. is not familiar with the network management facility and commands he needs to pe
722. rform. How would you describe the location of the network management port to the
723. customer? Mark for Review
724. (1) Points
725.
726. The RJ-45 connector on the front of the server labeled SER MGT
727.
728. The RJ-45 connector on the rear of the server labeled SER MGT
729.
730. The RJ-45 connector on the rear of the server labeled NET MGT (*)
731.
732. The RJ-45 connector on the front of the server labeled NET MGT
733.
734.
735. Correct Correct
736. 36. A customer called the service center with a question on a server's network
737. management port. The customer is trying to configure his network management port
738. on his X4540 server so that he can access it from his management network. He is
739. not familiar with the network management facility and commands he needs to perf
740. orm. Which list of commands does the customer use to configure and activate the
741. management network port using a static IP address? Mark for Review
742. (1) Points
743.
744. set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingi
745. pgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set commitpending=true
746.
747. cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingi
748. pgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=true
749.
750. set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingi
751. pgateway=ipgatewayaddr; set pendingipdiscovery=static; set commitpending=true (*
752. )
753.
754. cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingi
755. pgateway=ipgatewayaddr; cfg pendingipdiscovery=static
756.
757. Correct Correct
758.
759.
760. 37. A customer called the service center with a question on a server's networ
761. k management port. The customer is trying to configure his network management po
762. rt on his X4540 server so that he can access it from his management network. He
763. is not familiar with the network management facility and commands he needs to pe
764. rform. Select the one most appropriate action plan based on the customer s informa
765. tion and the solution to their problem. Mark for Review
766. (1) Points
767.
768. Informed the customer that he should use service and installation manual to
769. locate the procedure on configuring the network port.
770.
771. Sent an Oracle field person out to the customer site to perform the configur
772. ation of the network management port.
773.
774. Informed the customer that he should use service and installation manual for
775. the network configuration procedures and pointed out that he should access the
776. serial port to configure the network port. (*)
777.
778. Collected and reported the customer's network parameters and passed this cal
779. l to the back-line engineers.
780.
781.
782. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
783. ice Procedures training for more information.
784.
785.
786. 38. A customer called the service center and reported an OS error message tha
787. t indicates that power supply 0 of their X4240 server has failed and is offline.
788. The X4240 is still running but the customer wants to replace the power supply w
789. ithout disturbing the server's operation, to re-establish the power redundancy.
790. Select the one most appropriate action plan based on the customer s information an
791. d the solution to their problem. Mark for Review
792. (1) Points
793.
794. Provided the customer with the location of the procedure to use to perform t
795. he replacement along with the part number of a replacement power supply.
796.
797. Verified that a power supply hot swap replacement can be performed on the cu
798. stomer's X4240 server then sent an Oracle field person to perform the replacemen
799. t. (*)
800.
801. Sent an Oracle field person out to the customer site to perform the power su
802. pply replacement.
803.
804. Verified that a power supply hot swap replacement can be performed on the cu
805. stomer's X4240 server, then sent the customer the documents that contain the pow
806. er supply replacement procedure.
807.
808.
809. Correct Correct
810.
811.
812. 39. Which is the user interface software for the IPMI utility? Mark for Rev
813. iew
814. (1) Points
815.
816. IPMITool (*)
817. IPMIAccess
818.
819. IPMIInterface
820.
821. IPMIUser
822.
823.
824. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
825. ice Procedures training for more information.
826.
827.
828. 40. A customer called the service center and reported an OS error message tha
829. t indicates that power supply 0 of their X4240 server has failed and is offline.
830. The X4240 is still running but the customer wants to replace the power supply w
831. ithout disturbing the server's operation, to re-establish the power redundancy.
832. Which information can determine whether the Alert with Doc ID 1020437.1 applies
833. to this server? Mark for Review
834. (1) Points
835.
836. Whether the power supply is AC or DC
837.
838. Has this power supply failed in the past?
839.
840. The manufacturer of the power supply
841.
842. The part number and date code of the power supply (*)
843.
844.
845. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
846. ice Procedures training for more information.
847.
848. 41. A customer called the service center and reported an OS error message
849. that indicates that power supply 0 of their X4240 server has failed and is offli
850. ne. The X4240 is still running but the customer wants to replace the power suppl
851. y without disturbing the server's operation, to re-establish the power redundanc
852. y. Assume that the Alert Doc ID 1020437.1 is the problem. What should you recomm
853. end to the customer? Mark for Review
854. (1) Points
855.
856. Have a Oracle service personnel perform the hot swap of the power supply.
857.
858. Wait for a maintenance period to perform the cold swap of the failed power s
859. upply.
860.
861. Perform a cold swap of the power supply at your earliest convenience.
862.
863. Check for power supply date code by performing the hot swap of the power sup
864. plies. (*)
865.
866.
867. Correct Correct
868.
869.
870. 42. A customer called the service center and reported an OS error message tha
871. t indicates that power supply 0 of their X4240 server has failed and is offline.
872. The X4240 is still running but the customer wants to replace the power supply w
873. ithout disturbing the server's operation, to re-establish the power redundancy.
874. Which verifies the location of the failed power supply? Mark for Review
875. (1) Points
876. The power supply amber Service Required LED is lit (*)
877.
878. All power supply LEDs are off
879.
880. The power supply green OK LED is flashing
881.
882. By executing the ILOM flash command to turn on the Service Required LED
883.
884.
885. Correct Correct
886.
887.
888. 43. The Sun field technician needs assistance in ordering a replacement Sun B
889. lade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3
890. ) server blade in the customer's chassis. Which of the following is the Sun Blad
891. e X3-2B (X6270 M3) part number that needs to be ordered? Mark for Review
892. (1) Points
893.
894. 371-4885
895.
896. 7020774
897.
898. 599-3725
899.
900. 7038932 (*)
901.
902.
903. Correct Correct
904.
905.
906. 44. Which source of information is not needed for an initial on-site installa
907. tion of an X4600 M2 server? Mark for Review
908. (1) Points
909.
910. Getting Started Manual
911.
912. Programming Manual (*)
913.
914. Enterprise Installation Standards (EIS)
915.
916. Installation Guide
917.
918.
919. Correct Correct
920.
921.
922. 45. The Sun field technician needs assistance in ordering a replacement Sun B
923. lade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3
924. ) server blade in the customer's chassis. Select the one problem statement that
925. characterizes the field technician s problem. Mark for Review
926. (1) Points
927.
928. Field technician needs assistance identifying and ordering a replacement par
929. t for a failed X6270 M3 server blade and assistance with its replacement. (*)
930.
931. Field technician needs assistance in determining what is the replacement par
932. t number for the X6270 M3 server blade.
933.
934. Field technician needs to provide the customer the part number to a new X6270 M3 server
blade.
935.
936. Field technician needs assistance replacing the X6270 M3 server blade as a h
937. ot swap action.
938.
939.
940. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
941. ice Procedures training for more information.
942.
943. 46. A customer called the support center with a supposed disk problem. He
944. wants to know which diagnostics are available to test a disk on a X2270 server.
945. Select a problem statement that characterizes the customer's issue. Mark for R
946. eview
947. (1) Points
948.
949. Customer needs assistance in ordering a replacement disk.
950.
951. Customer needs assistance locating diagnostics that can isolate a disk failu
952. re. (*)
953.
954. Customer needs assistance locating the X2270 server disk that has failed.
955.
956. Customer needs assistance upgrading the storage on his X2270 server.
957.
958.
959. Correct Correct
960.
961.
962. 47. A customer called the support center with a supposed disk problem. He wan
963. ts to know which diagnostics are available to test a disk on a X2270 server. Whi
964. ch diagnostic should you recommend that the customer use to exercise the Sun Fir
965. e X2270 internal disks from the operating system? Mark for Review
966. (1) Points
967.
968. POST
969.
970. U-Boot
971.
972. Pc-Check
973.
974. Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)
975.
976.
977. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Trou
978. bleshooting Procedures training for more information.
979.
980.
981. 48. A customer calls the service center with a fan failure message that invol
982. ves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know wh
983. at she should do at this point because the system is up and running. Once the cu
984. stomer locates the physical failed fan module, what do you recommend the custome
985. r do? Mark for Review
986. (1) Points
987.
988. Call in a field technician to replace the fan.
989.
990. Wait for a maintenance period to shut down the server to replace the fan.
991.
992. Shut down the server to replace the fan.
993. Hot swap the fan. (*)
994.
995.
996. Correct Correct
997.
998.
999. 49. Which is not a U-Boot mode of operation? Mark for Review
1000. (1) Points
1001.
1002. Normal
1003.
1004. Manual (*)
1005.
1006. Quick
1007.
1008. Extended
1009.
1010.
1011. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Trou
1012. bleshooting Procedures training for more information.
1013.
1014.
1015. 50. A customer called the service center with a critical problem. He has an X
1016. 4250 server that has been crashing intermittently after an Oracle technician upg
1017. raded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgr
1018. ade. Which type of documents should you review to determine if there are any bug
1019. s related to this issue? Mark for Review
1020. (1) Points
1021.
1022. Installation Manual
1023.
1024. ILOM manuals
1025.
1026. FABs and Alerts (*)
1027.
1028. Service Manual
1029.
1030.
1031. Correct Correct
1032. 51. A customer called the service center with a critical problem. He has an X42
1033. 50 server that has been crashing intermittently after an Oracle technician upgra
1034. ded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrad
1035. e. Which, if any, of the documents listed related to this issue? Mark for Revi
1036. ew
1037. (1) Points
1038.
1039. Doc ID 1021983.1
1040.
1041. Doc ID 1020437.1
1042.
1043. Doc ID 1020990.1
1044.
1045. None of these documents (*)
1046.
1047.
1048. Correct Correct
1049.
1050.
1051. 52. A customer called the support center with a supposed disk problem. He wants to know
which diagnostics are available to test a disk on a X2270 server. Whi
1052. ch document describes the U-boot and Pc Check utilities and how to use them? M
1053. ark for Review
1054. (1) Points
1055.
1056. Service manual
1057.
1058. Product Notes
1059.
1060. Installation guide
1061.
1062. Diagnostic guide (*)
1063.
1064.
1065. Correct Correct
1066.
1067.
1068. 53. A customer called the service center with a critical problem. He has an X
1069. 4250 server that has been crashing intermittently after an Oracle technician upg
1070. raded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgr
1071. ade. What two pieces of information should you ask the customer to send to you t
1072. o help you diagnose the problem? Mark for Review
1073. (1) Points
1074.
1075. (Choose all correct answers)
1076.
1077. system serial number
1078.
1079. crash dump (*)
1080.
1081. Explorer script output (*)
1082.
1083.
1084. Correct Correct
1085.
1086.
1087. 54. A customer called the service center with a question on IPMI. The custome
1088. r uses IPMI to monitor the state of the servers at their site and wants to know
1089. if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracl
1090. e documentation that covers IPMI, and where they can get software to access IPMI
1091. 's user interface from their new server's OS. Where can the customer download th
1092. e IPMItool that has the latest Oracle compatible updates? Mark for Review
1093. (1) Points
1094.
1095. http://www.ipmi.com
1096.
1097. http://www.sunsolve.central.sun.com
1098.
1099. http://www.oracle.com/technetwork/indexes/downloads/index.html (*)
1100.
1101. http://www.ipmitool.sourceforge.net
1102.
1103.
1104. Correct Correct
1105.
1106.
1107. 55. Where is Pc-Check program selected to execute from on the X6270 server bl
1108. ade? Mark for Review
1109. (1) Points
1110. OS
1111.
1112. BIOS
1113.
1114. ILOM (*)
1115.
1116. OBP
1117.
1118.
1119. Correct Correct
1120. 56. Which are diagnostic supports a manual mode that allows the user to run ind
1121. ividual tests as well as test suites? Mark for Review
1122. (1) Points
1123.
1124. Oracle VTS
1125.
1126. POST
1127.
1128. Pc-Check (*)
1129.
1130. U-Boot
1131.
1132.
1133. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Trou
1134. bleshooting Procedures training for more information.
1135.
1136.
1137. 57. A customer calls the service center with a fan failure message that invol
1138. ves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know wh
1139. at she should do at this point because the system is up and running. Which fan m
1140. odule and fan board does this sensor belong to? Mark for Review
1141. (1) Points
1142.
1143. fan module 0 and fan board 0
1144.
1145. fan module 2 and fan board 1 (*)
1146.
1147. fan module 1 and fan board 1
1148.
1149. fan module 0 and fan board 2
1150.
1151.
1152. Correct Correct
1153.
1154.
1155. 58. Which tool displays the server's hardware configuration on Solaris? Mar
1156. k for Review
1157. (1) Points
1158.
1159. prtdiag (*)
1160.
1161. prtconfig
1162.
1163. config
1164.
1165. ipconfig
1166.
1167.
1168. Correct Correct
1169.
1170. 59. A customer called the service center with a question on IPMI. The custome
1171. r uses IPMI to monitor the state of the servers at their site and wants to know
1172. if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracl
1173. e documentation that covers IPMI, and where they can get software to access IPMI
1174. 's user interface from their new server's OS. Select the one most appropriate ac
1175. tion plan based on the customer s information and the solution to their problem.
1176. Mark for Review
1177. (1) Points
1178.
1179. Confirmed that the server supports IPMI and assisted the customer in configu
1180. ring IPMItool on their server.
1181.
1182. Confirmed that the server supports IPMI, provided the customer with the web
1183. site to the IPMItool, and directed the customer to the ILOM document that has co
1184. ntent on Oracle's implementation of IPMI. (*)
1185.
1186. Sent the customer the ILOM documentation that contains all they needed to kn
1187. ow about Oracle's implementation of IPMI.
1188.
1189. Confirmed that the server supports IPMI, provided the customer with the web
1190. site to the IPMItool, and assisted the customer in configuring and accessing the
1191. user interface.
1192.
1193.
1194. Correct Correct
1195.
1196.
1197. 60. A customer called the support center with a supposed disk problem. He wan
1198. ts to know which diagnostics are available to test a disk on a X2270 server. Whi
1199. ch diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot?
1200. Mark for Review
1201. (1) Points
1202.
1203. POST
1204.
1205. SunVTS
1206.
1207. Pc-Check
1208.
1209. U-Boot (*)
1210.
1211.
1212. Correct Correct
1213.
1214. 61. The customer can choose between Solaris 11 Express and Oracle Enterpri
1215. se Linux for the Exadata X2-8 database servers. Mark for Review
1216. (1) Points
1217.
1218. True (*)
1219.
1220. False
1221.
1222.
1223. Correct Correct
1224.
1225.
1226. 62. Select two of the utilities that are available for administration of the
1227. Exadata Database Machine. Mark for Review (1) Points
1228.
1229. (Choose all correct answers)
1230.
1231. Dcli (distributed CLI) (*)
1232.
1233. DOS
1234.
1235. CellCLI (*)
1236.
1237. RDP
1238.
1239.
1240. Correct Correct
1241.
1242.
1243. 63. Cables for expanding up to 3 full racks are included in the shipping mate
1244. rials Mark for Review
1245. (1) Points
1246.
1247. True (*)
1248.
1249. False
1250.
1251.
1252. Correct Correct
1253.
1254.
1255. 64. Which response is considered to be the "building block of the massively p
1256. arallel Exadata Storage Grid? Mark for Review
1257. (1) Points
1258.
1259. Exadata Database Server
1260.
1261. F20 PCIe Flash Card
1262.
1263. Exadata Storage Server (*)
1264.
1265. Infiniband Switch
1266.
1267.
1268. Incorrect Incorrect. Refer to the WZT-6404: Sun Oracle Database Machine: WBT
1269. Differences Training Rev C training for more information.
1270.
1271.
1272. 65. The Database Resource Manager (DBRM) runs on the Exadata Storage Server
1273. Mark for Review
1274. (1) Points
1275.
1276. True
1277.
1278. False (*)
1279.
1280.
1281. Correct Correct
1282. 66. The half-rack can be expanded by cabling additional half-racks together.
1283. Mark for Review
1284. (1) Points
1285. True (*)
1286.
1287. False
1288.
1289.
1290. Correct Correct
1291.
1292.
1293. 67. The Exadata Database Machine Half Rack configuration now ships with a 3rd
1294. Infiniband Switch located at the bottom of the rack. Mark for Review
1295. (1) Points
1296.
1297. True (*)
1298.
1299. False
1300.
1301.
1302. Correct Correct
1303.
1304.
1305. 68. The Cisco Gigabit Ethernet Switch is used primarily to Mark for Review
1306. (1) Points
1307.
1308. Balance out the rack air-flow
1309.
1310. Migrate data into the Database Machine
1311.
1312. Administer the Database Machine (*)
1313.
1314.
1315. Incorrect Incorrect. Refer to the WZT-6404: Sun Oracle Database Machine: WBT
1316. Differences Training Rev C training for more information.
1317.
1318.
1319. 69. Where is the "spine" switch located in the Exadata rack? Mark for Revie
1320. w
1321. (1) Points
1322.
1323. lower-middle
1324.
1325. bottom (*)
1326.
1327. upper-middle
1328.
1329. top
1330.
1331.
1332. Incorrect Incorrect. Refer to the WZT-6404: Sun Oracle Database Machine: WBT
1333. Differences Training Rev C training for more information.
1334.
1335.
1336. 70. The Exadata database and storage servers communicate using the iDB protoc
1337. ol over the Infiniband network. Mark for Review
1338. (1) Points
1339.
1340. True (*)
1341.
1342. False
1343.
1344. Correct Correct
1345. 71. This training resource is built for practical real-world situations, allowi
1346. ng you to gain valuable hands-on experience as well as use the presented solutio
1347. ns as the foundation for production implementation, dramatically reducing time t
1348. o deployment. Mark for Review
1349. (1) Points
1350.
1351. Oracle By Example (OBE) (*)
1352.
1353. Transfer of Information (TOI)
1354.
1355. Sustaining Support
1356.
1357. Newsletters
1358.
1359. Customer Services Catalog
1360.
1361.
1362. Correct Corrrect
1363.
1364.
1365. 72. This region contains the capability to drill down and see the details for
1366. any of the systems in your collected configurations. You can compare point in t
1367. ime history of your systems as well, allowing you to identify any changes that h
1368. ave occurred over time. Mark for Review
1369. (1) Points
1370.
1371. Service Request region
1372.
1373. Draft Service Request region
1374.
1375. Systems region (*)
1376.
1377. Getting started region
1378.
1379. News region
1380.
1381.
1382. Incorrect Incorrect, refer to the Creating Customer Value training for more
1383. information
1384.
1385.
1386. 73. From this region you can drill down to specific dashboard where you will
1387. find the details on what each health check was looking at, the potential system
1388. issues, what risk is involved with the current setting and suggestions for how t
1389. o mitigate that risk. Mark for Review
1390. (1) Points
1391.
1392. Service Request region
1393.
1394. Getting started region
1395.
1396. News Region
1397.
1398. Draft Service Request region
1399.
1400. System Health Region (*)
1401.
1402. Incorrect Incorrect, refer to the Creating Customer Value training for more
1403. information
1404.
1405.
1406. 74. This is Oracle's simple, predictable, and the most comprehensive policy a
1407. vailable, it helps drive your business by putting you in control of your upgrade
1408. strategy success. Mark for Review
1409. (1) Points
1410.
1411. Lifetime Support Policy (*)
1412.
1413. Premier Support
1414.
1415. Extended support
1416.
1417. Sustaining Support
1418.
1419. None of the above
1420.
1421.
1422. Correct Corrrect
1423.
1424.
1425. 75. This is another great resource, available to you 24x7 through the Knowled
1426. ge Tab in My Oracle Support. This provides access to our extensive database with
1427. more than 800,000 solutions covering the entire range of Oracle products. Mar
1428. k for Review
1429. (1) Points
1430.
1431. Service Request tab
1432.
1433. Knowledge Base (*)
1434.
1435. Communtiy tab
1436.
1437. Patches & Updates tabb
1438.
1439. Dashboard tab
1440.
1441.
1442. Correct Corrrect
1443.
1444. 76. Product Information Centers are one stop shops maintained within our
1445. knowledge base that contain information about specific products and releases.
1446. Mark for Review
1447. (1) Points
1448.
1449. True (*)
1450.
1451. False
1452.
1453.
1454. Correct Corrrect
1455.
1456.
1457. 77. The Inventory and Usage region is available even for those who are not us
1458. ing the Configuration Manager. Mark for Review
1459. (1) Points
1460.
1461. True
1462. False (*)
1463.
1464.
1465. Incorrect Incorrect, refer to the Creating Customer Value training for more
1466. information
1467.
1468.
1469. 78. When using the Configuration Manager this region provides the opportunity
1470. to share with Oracle Support the details of what is going on within your config
1471. urations. your support engineer not only has access to your environment details
1472. when working an issue. Engineers have visibility (through projects). Mark for
1473. Review
1474. (1) Points
1475.
1476. Draft Service Request region
1477.
1478. Getting started region
1479.
1480. Knowledge region
1481.
1482. Projects region (*)
1483.
1484. News region
1485.
1486.
1487. Incorrect Incorrect, refer to the Creating Customer Value training for more
1488. information
1489.
1490.
1491. 79. This online assessment tool is designed to share Global Software Support
1492. good practices across 5 domains - Strategy, Process, People, Technology and Gove
1493. rnance with the goal to help customers get maximum value from their Oracle inves
1494. tments Mark for Review
1495. (1) Points
1496.
1497. Customer Success Self-Assessment (*)
1498.
1499. Sustaining Support
1500.
1501. Newsletters
1502.
1503. Transfer of Information (TOI)
1504.
1505. Customer Services Catalog
1506.
1507.
1508. Correct Corrrect
1509.
1510.
1511. 80. It is an integrated, multichannel, online collaboration portal that lever
1512. ages the latest Web 2.0 technologies to provide real-time access to Oracle s knowl
1513. edge repository. It is a venue where customers exchange knowledge with an extens
1514. ive network of peers and Oracle experts. Mark for Review
1515. (1) Points
1516.
1517. DB Upgrade companion
1518.
1519. Support Diagnostics Tools
1520. Configuration manager
1521.
1522. Maintenance Wizard
1523.
1524. My Oracle Support Community (*)
1525.
1526.
1527. Incorrect Incorrect, refer to the Creating Customer Value training for more
1528. information
1529. This stage of Life time Support provides maintenance and support of Oracle data
1530. base, middleware, and application products for 5 years from their general availa
1531. bility date. Mark for Review
1532. (1) Points
1533.
1534. Lifetime Support Policy
1535.
1536. Premier Support (*)
1537.
1538. Extended support
1539.
1540. Sustaining Support
1541.
1542. None of the above
1543.
1544.
1545. Correct Corrrect
1546.
1547.
1548.
1549. Oracle's Lifetime Support Policy
1550. (Answer all questions in this section)
1551.
1552. 82. Extended Support is provided for an how many additional years after Premi
1553. er Support ends? Mark for Review
1554. (1) Points
1555.
1556. 5 years
1557.
1558. 1 Year
1559.
1560. 3 years (*)
1561.
1562. 8 Years
1563.
1564. No limit
1565.
1566.
1567. Incorrect Incorrect. Refer to the Lifetime Support training for more inform
1568. ation.
1569.
1570.
1571. 83. Lifetime Support supports you at Every Stage of the Applications Life Cyc
1572. le Mark for Review
1573. (1) Points
1574.
1575. True (*)
1576.
1577. False
1578.
1579. Incorrect Incorrect. Refer to the Lifetime Support training for more inform
1580. ation.
1581.
1582.
1583. 84. Lifetime Support is only Applicable to which of the following Oracle Prod
1584. ucts? Mark for Review
1585. (1) Points
1586.
1587. JDEdwards
1588.
1589. PeopleSoft
1590.
1591. Oracle E-Business
1592.
1593. Siebel
1594.
1595. All of the above (*)
1596.
1597.
1598. Correct Corrrect
1599.
1600.
1601.
1602. MVSP Overview
1603. (Answer all questions in this section)
1604.
1605. 85. There are no call restrictions with other members at the TSANet Mission C
1606. ritical level Mark for Review
1607. (1) Points
1608.
1609. True (*)
1610.
1611. False
1612.
1613.
1614. Correct Correct
1615. 86. Which of the following statements are Partner requirements for collaborati
1616. on in the Multi-Vendor Support Program (MVSP)? Mark for Review
1617. (1) Points
1618.
1619. (Choose all correct answers)
1620.
1621. Partner must provide and maintain standard contact and escalation informati
1622. on for the MVSP. (*)
1623.
1624. Partner must provide the Mutual Customer s support identification number when
1625. collaborating with Oracle Support. (*)
1626.
1627. As part of the MVSP, Partners have the option of collaborating with Oracle
1628. Support on a Mutual Customer support issue.
1629.
1630. Partner must direct Mutual Customers to contact Oracle Support directly on
1631. Oracle-related issues.
1632.
1633. Partner must establish their own severity levels and response timeframes fo
1634. r Mutual Customer support issues.
1635.
1636. Correct Correct
1637.
1638.
1639. 87. which are TSANet relationship levels? Mark for Review
1640. (1) Points
1641.
1642. (Choose all correct answers)
1643.
1644. Classic or Standard Community (*)
1645.
1646. Closed Group Agreements (*)
1647.
1648. Mission Critical Community (*)
1649.
1650. Open Group Agreements
1651.
1652.
1653. Incorrect Incorrect. Refer to the Multi-Vendor Support Program Overview tra
1654. ining for more information.
1655.
1656.
1657. 88. Which of the following statements reflect the value proposition to our Mu
1658. tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark fo
1659. r Review
1660. (1) Points
1661.
1662. (Choose all correct answers)
1663.
1664. Increases the risk and costs associated with owning multi-vendor solutions.
1665.
1666. Improves response by having all parties involved in the collaboration. (*)
1667.
1668. Increases the time to implementation for multi-vendor solutions.
1669.
1670. Strives to prevent the frustration of finger-pointing between vendors and imp
1671. roves overall satisfaction. (*)
1672.
1673. Provides enhanced support value for multi-vendor implementations. (*)
1674.
1675.
1676. Correct Correct
1677.
1678.
1679. 89. how many MVSP components? Mark for Review
1680. (1) Points
1681.
1682. 2 (*)
1683.
1684. 1
1685.
1686.
1687. Correct Correct
1688.
1689.
1690.
1691. Oracle Support Basics
1692. (Answer all questions in this section)
1693. 90. Who retains ownership of the SR? Mark for Review
1694. (1) Points
1695.
1696. Starts with Oracle and then moves back and forth
1697.
1698. Starts with Partner and then moves back and forth
1699.
1700. Oracle retains ownership throughout
1701.
1702. Shared ownership throughout (*)
1703.
1704.
1705. Correct Correct
1706.
1707.
1708. 91. True or False? The first level of escalation will bring Support Management
1709. attention to your SR Mark for Review
1710. (1) Points
1711.
1712. True (*)
1713.
1714. False
1715.
1716.
1717. Incorrect Incorrect, refer to the Oracle Support Basics training for more i
1718. nformation
1719.
1720.
1721. 92. When can you log a SR via My Oracle Support? Mark for Review
1722. (1) Points
1723.
1724. Every Day, 9am to 5.30 pm
1725.
1726. It depends on the level of your Support service
1727.
1728. Monday to Friday, 9am to 5.30 pm
1729.
1730. 24x7 (*)
1731.
1732.
1733. Correct Correct
1734.
1735.
1736. 93. How long will a Oracle Collaborative Support session last? Mark for Rev
1737. iew
1738. (1) Points
1739.
1740. Up to 5 minutes
1741.
1742. Unlimited
1743.
1744. Will take 20 minutes butmaybe dependent on the engineer who is doing the OCS
1745. . (*)
1746.
1747. Up to 1 hour
1748.
1749.
1750. Incorrect Incorrect, refer to the Oracle Support Basics training for more i
1751. nformation
1752.
1753. 94. Which 3 of the following does My Oracle Support allow you access to? Ma
1754. rk for Review
1755. (1) Points
1756.
1757. (Choose all correct answers)
1758.
1759. Oracle User Community (*)
1760.
1761. Oracle Education Schedules
1762.
1763. Bug information (*)
1764.
1765. Patches (*)
1766.
1767.
1768. Correct Correct
1769.
1770.
1771. 95. What can you expect following an escalation request? Mark for Review
1772. (1) Points
1773.
1774. Support Engineer passes SR to another engineer
1775.
1776. Oracle Support manager telephones you to discuss your problem and agree to a
1777. n action plan (*)
1778.
1779. 24x7 working until problem resolved
1780.
1781. Oracle Consultant onsite within 24 hours
1782.
1783.
1784. Incorrect Incorrect, refer to the Oracle Support Basics training for more i
1785. nformation
1786. 96. How do you report a bug to Oracle Development Mark for Review
1787. (1) Points
1788.
1789. Contact Oracle Support and they will raise a bug with Development if appropr
1790. iate (*)
1791.
1792. Contact Development via Oracle Partner Manager
1793.
1794. Contact Oracle Support and they will give you a number for Development
1795.
1796. Contact Development direct
1797.
1798.
1799. Correct Correct
1800.
1801.
1802. 97. When should a SR severity be changed? Mark for Review
1803. (1) Points
1804.
1805. Never
1806.
1807. When escalating a SR
1808.
1809. As soon as the SR is opened
1810. When the impact on the business changes (*)
1811.
1812.
1813. Correct Correct
1814.
1815.
1816. 98. Who controls My Oracle Support access for your CSI? Mark for Review
1817. (1) Points
1818.
1819. Customer Users Administrator for your CSI (*)
1820.
1821. Oracle Sales team
1822.
1823. Oracle Support Engineer
1824.
1825. Your Oracle Partner Manager
1826.
1827.
1828. Correct Correct
1829.
1830.
1831.
1832. My Oracle Support
1833. (Answer all questions in this section)
1834.
1835. 99. My Oracle Support Global Search searches Mark for Review
1836. (0) Points
1837.
1838. The Document Body text only and not the Attachment text
1839.
1840. The Attachment text only and not the Document Body text
1841.
1842. Both the Document Body and the Attachment texts (*)
1843.
1844.
1845. Correct Corrrect
1846.
1847.
1848. 100. If the Patch Recommendation region is enclosed in an orange box and disp
1849. lays Sample, this means that Mark for Review
1850. (0) Points
1851.
1852. Your CUA did not give you privilege to view Patch Recommendations
1853.
1854. None of the Above
1855.
1856. Your profile does not include a CSI with configuration data collected/upload
1857. ed by collectors (*)
1858.
1859. There are no recommended patches you need to install into your environment
1860.
1861. You did not properly set up your region to display Patch Recommendations
1862.
1863.
1864. Correct Corrrect
1865. 101. How many filters can you add using PowerView Mark for Review
1866. (0) Points
1867. As many as you need (*)
1868.
1869. None
1870.
1871. 1
1872.
1873. 5
1874.
1875. 10
1876.
1877.
1878. Correct Corrrect
1879.
1880.
1881. 102. Patch Plan shows the planned releases of patches for the different Oracl
1882. e Product Lines Mark for Review
1883. (0) Points
1884.
1885. True
1886.
1887. False (*)
1888.
1889.
1890. Correct Corrrect
1891.
1892.
1893.
1894. My Oracle Support Community
1895. (Answer all questions in this section)
1896.
1897. 103. To enter the My Oracle Support Community area you will need to: Login to
1898. My Oracle Support Navigate to the Community Tab and click on the Enter My Oracle
1899. Support Community button Mark for Review
1900. (1) Points
1901.
1902. False
1903.
1904. True (*)
1905.
1906. Response 3
1907.
1908. Response 4
1909.
1910. Response 5
1911.
1912.
1913. Correct Correct
1914.
1915.
1916. 104. This business tool - My Oracle Support Community gives you:- Mark for
1917. Review
1918. (1) Points
1919.
1920. (Choose all correct answers)
1921.
1922. Immediate access to an extensive network of resources to locate answers to
1923. your questions (*)
1924.
1925. access to Oracle experts, industry peers, and an aggregate of knowledge resources (*)
1926.
1927. Access to resolution information Support as well as the robust search capab
1928. ility against collective community knowledge. (*)
1929.
1930. A venue to share best practices and knowledge with peers and experts. (*)
1931.
1932. None of the above
1933.
1934.
1935. Incorrect Incorrect. Refer to the My Oracle Support Community training for
1936. more information.
1937.
1938.
1939. 105. The main idea behind the My Oracle Support Community is to connect peopl
1940. e and to develop information. Oracle does this by using tools such as discussion
1941. forums, document exchange, tagging, searching, and messaging. Mark for Review
1942. (1) Points
1943.
1944. True (*)
1945.
1946. False
1947.
1948.
1949. Correct Correct
1950. 106. This tab in My Oracle Support community allows you to search or browse for
1951. other members of the community Mark for Review
1952. (1) Points
1953.
1954. Profile tab
1955.
1956. Discussions and Documents tab
1957.
1958. People finder tab (*)
1959.
1960. Private Messages tab
1961.
1962. Tags tab
1963.
1964.
1965. Incorrect Incorrect. Refer to the My Oracle Support Community training for
1966. more information.
1967.
1968.
1969. 107. This is the region where the message from an Oracle Executive is often h
1970. ighlighted. Mark for Review
1971. (1) Points
1972.
1973. The Tags region
1974.
1975. The News and Announements region
1976.
1977. The Getting started region
1978.
1979. The Recent content region
1980.
1981. The Spotlight region (*)
1982.
1983. Incorrect Incorrect. Refer to the My Oracle Support Community training for
1984. more information.
1985.
1986.
1987. 108. In My Oracle Support content this represents a collection of Communities
1988. . Often, organize in a tree structure so members can easily find the topics whic
1989. h are listed. Mark for Review
1990. (1) Points
1991.
1992. Threads
1993.
1994. Discussions
1995.
1996. Messages
1997.
1998. Categories (*)
1999.
2000. Community
2001.
2002.
2003. Incorrect Incorrect. Refer to the My Oracle Support Community training for
2004. more information.
2005.
2006.
2007.
2008. Oracle Collaborative Support Program
2009. (Answer all questions in this section)
2010.
2011. 109. Which of the following are the benefits of using Oracle Collaborative Su
2012. pport ? Mark for Review
2013. (1) Points
2014.
2015. (Choose all correct answers)
2016.
2017. Faster resolution of issues (*)
2018.
2019. Provide training on how to use a Product
2020.
2021. Improve Customer Satisfaction (*)
2022.
2023. Provide customer with license discounts
2024.
2025. All of the above
2026.
2027.
2028. Correct Correct
2029.
2030.
2031. 110. Oracle Collaborative Support is accessed via which of the following: M
2032. ark for Review
2033. (1) Points
2034.
2035. My Oracle Support (*)
2036.
2037. Oracle.com
2038.
2039. OPN
2040. Google Tools
2041.
2042. None of the Above
2043.
2044.
2045. Correct Correct
2046.
2047.
2048. 111. In the OWC Toolbar , click on the following to enable Desktop Sharing Ma
2049. rk for Review
2050. (1) Points
2051.
2052. Attendee drop down list
2053.
2054. Share Entire Desktop (*)
2055.
2056. Share 'Nothing'
2057.
2058. Conference Details button
2059.
2060. Chat icon
2061.
2062.
2063. Incorrect Incorrect. Refer to the Collaborative Support Program Overview tr
2064. aining for more information.
2065.
2066.
2067.
2068. How to Escalate a Service Request within Oracle Support
2069. (Answer all questions in this section)
2070.
2071. 112. The most effective way to escalate a SR is to Mark for Review
2072. (0) Points
2073.
2074. Update the SR with escalation request via My Oracle Support
2075.
2076. Via your Oracle Account Manager
2077.
2078. Call into the Support Hotline number
2079.
2080. Update SR in My Oracle Support and then call into Support (*)
2081.
2082.
2083. Correct Correct
2084.
2085.
2086. 113. When a Service Request meets the de-escalation criteria or is no longer
2087. critical , the Escalation Owner can de-escalate it , with your agreement. Mark
2088. for Review
2089. (0) Points
2090.
2091. True (*)
2092.
2093. False
2094.
2095.
2096. Correct Correct
2097.
2098.
2099. Customer Service Soft-skills Training Best Practices
2100. (Answer all questions in this section)
2101.
2102. 114. It is good communication practice to train staff to shield customers fro
2103. m internal issues maintain professionalism and confidence when in front of custo
2104. mer if internal roadblocks are encountered. Mark for Review
2105. (1) Points
2106.
2107. True (*)
2108.
2109. False
2110.
2111.
2112. Correct Correct
2113.
2114.
2115. 115. Effective Communication skills are NOT essential in developing satisfied
2116. customers. Mark for Review
2117. (1) Points
2118.
2119. True
2120.
2121. False (*)
2122.
2123.
2124. Correct Correct
2125.
2126.
2127. 116. When reviewing communication standards in your company it s important to re
2128. view and address the following subject. List all that applies. Mark for Review
2129. (1) Points
2130.
2131. (Choose all correct answers)
2132.
2133. Use different vocabularies for addressing managers vs high tech database ad
2134. ministrator (*)
2135.
2136. Observe proper etiquette in address customers. (*)
2137.
2138. Develop protocol for conducting and managing conference calls (*)
2139.
2140. Understand how to properly address conflict and issues to defuse emotion (*
2141. )
2142.
2143. Speak in a tone that offers support and confidence. (*)
2144.
2145.
2146. Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Bes
2147. t Practices training for more information.
2148.
2149.
2150. 117. High Customer Satisfaction means: Mark for Review
2151. (1) Points
2152.
2153. (Choose all correct answers)
2154.
2155. Reducing the number of service requests (*)
2156. Reducing the time to resolve issues (*)
2157.
2158. Lowering the number of escalation (*)
2159.
2160. 1 & 2 only
2161.
2162. None of the above
2163.
2164.
2165. Correct Correct
2166.
2167.
2168. 118. A great deal of customer escalations can be prevented by awareness of cu
2169. stomer on knowing what to expect. . Mark for Review
2170. (1) Points
2171.
2172. True (*)
2173.
2174. False
2175.
2176.
2177. Correct Correct
2178.
2179.
2180. 119. Which of the following statements are true and will make happy customers
2181. more happier. (Select all that applies). Mark for Review
2182. (1) Points
2183.
2184. (Choose all correct answers)
2185.
2186. Provide your customers with new product or service information before it is
2187. widely disseminated. (*)
2188.
2189. Most customers gladly will accept any documentation or materials you believ
2190. e may help them utilize their software more efficiently. (*)
2191.
2192. Keep track of the things you have done in the past to make them happy; do m
2193. ore of the same (*)
2194.
2195. Strive toward making your relationships with your customers true partnershi
2196. ps rather than that of just a vendor-customer (*)
2197.
2198. Understand your customers plans for future utilization, expansion and make t
2199. he appropriate recommendations for upgrading to newer or different software or r
2200. eleases. (*)
2201.
2202.
2203. Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Bes
2204. t Practices training for more information.
2205.
2206.
2207. 120. What are softskills? Soft Skills let your customers know: (Select all th
2208. at applies). Mark for Review
2209. (1) Points
2210.
2211. (Choose all correct answers)
2212.
2213. They are important (*)
2214. As a service provider are knowledgeable (*)
2215.
2216. We are a staff of professional and solution focused (*)
2217.
2218. We are setting clear expectations with customers (*)
2219.
2220. None of the above
2221.
2222.
2223. Correct Correct
2224.