1.

Customer User Administrator and Support Identifiers

1. As a customer or partner, what is the best way to locate a Support Identifier (SI)?

2. Oracle Support manages roles and responsibilities for all users associated to a Support Identifier
in My Oracle Support.
Oracle Customers are able to manage their own My Oracle Support access by establishing Customer
User Administrators from their organization

3. The Customer User Administrator (CUA) can manage access levels for other CUAs for the
SAME Support Identifier (SI).

4. Joe is a CUA for his company. His team members are globally located (and so are his assets).
As a result, he has multiple SIs and is struggling to easily manage the SIs and assets. What feature in
My Oracle Support can help him?

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

6. It is a recommended best practice to automate the full details from your Service Request updates
in email. How can you receive the full Service Request update in an email?

2. Introduction to My Oracle Support

1. Your colleague, Li, is new to My Oracle Support. You have been asked to show him how to get
up to speed quickly on the basic core functions of My Oracle Support. What is the recommended
FIRST step for Li?

2. What is the benefit of generating an SR Report in My Oracle Support?

3. If you have more tab options than the space available in My Oracle Support, they are located
under the More tab.

4. You can easily review feature updates in the latest release of My Oracle Support. Mark the
document “My Oracle Support Resource Center” (Doc ID 873313.1) a Favorite and set up Hot Topics
Emails to notify you about updates for the product, My Oracle Support. When the release notes are
updated, you will get an automated email.

5. My Oracle Support has pre-set dashboard configuration options based on role. For example, you
can go to the Customize link and select (Hardware User) to automatically add the regions to your
dashboard associated with this user type.

6. As a user of My Oracle Support, you want to get the most value from the customizable
dashboard layout. Which of the following responses is the recommended approach?

3. Knowledge Search and Browse

1. During SR Creation flow, My Oracle Support will offer you suggested solutions as you define
your problem. You have the option to turn off these suggested solution results (My Account,
Knowledge Preferences), although it is a recommended best practice to leave the suggestions turned
on.

2. Mary is aware of PowerView filters. Is there another recommended way to quickly search for
content in My Oracle Support based on product?
 3. When you type a search string into the global search bar (on any tab), your search results are
usually provided on the Knowledge tab unless you search for a specific Service Request number.

4. Tom is always looking to improve his productivity. He often searches in My Oracle Support and
spends time each week reviewing his search results. A colleague recommended that he set up and
use PowerViews to help filter and focus his information needs. What can Tom accomplish by creating
a PowerView?

5. A common problem that Users can experience in My Oracle Support when searching: The user
ONLY enters a single word in the global search box for the search and gets a huge list of possible
results. User cannot quickly or easily find the desired information, although it may be in the results.

6. After performing a search, your results are displayed. What options are available to further refine
your search results?

4. Product Certification
1. You type a search for Oracle E-Business Suite, Release 12.2.4, and leave Platform as ANY.
Your Certification search results will show a list of Oracle-E-Business Suite 12.2.4 certifications with
components like Operating Systems, Application Servers, and Databases. You will be able to drill into
the details using the links under Number of Releases and Versions.

2. The Support Information provided by the Certifications search does NOT include Ongoing
Support information related to availability of patches for your product.

3. A product is certified for a SPECIFIC release of an operating system (OS) on a particular

hardware platform. For example, Oracle Database (11.2.0.3.0) on Oracle Solaris 11 (SPARC)

4. You need to search for certification data to prepare for your team meeting. However, you are
NOT sure of the exact product name to use in the Certifications tab. What is the recommended
approach to find what you need?

5. Your team is planning to upgrade your Oracle E-Business Suite installed product. You are a
couple releases behind the latest version. You can use the Certifications search to compare
certifications for multiple releases to make a recommendation to your team.

6. What is the definition of a certification?

5. Patches and Updates

1. Regardless of your specific Oracle products, the general process to download patches in My
Oracle Support is usually the same.

2. How do you download a patch from the Patch Details page? Please select all answers that apply.

3. What is a Patch Advisor?

4. Your colleague, Jane, needs to find a patch in My Oracle Support. She wants to know a fast and
easy way to locate a patch for Primavera. You recommend that she click on the Patches & Updates
tab and then use the Product or Family search. She can input the product name and use the filters to
search.

5. Patch Plans are available for all products and do NOT require the use of configurations.
 6. To download a specific patch, you must have Patch Download Access in your account that
matches the Download Access on the patch AND your customer user administrator (CUA) must set
Access Patches to DOWNLOAD (not View Only) for your account.

6. My Oracle Support Community

1. You heard about a new community and want to check it out. When you open My Oracle Support
Community, you only see a few options listed in the SPACES YOU FOLLOW pane (left navigation).
What do you need to do to locate a new community?

2. Which of the following attributes describe the value of My Oracle Support Community?

3. Your Community e-mail box is quickly filling up with emails. You need to easily get it back under
control. What actions can you take to resolve this issue?

4. You want to post a question to a My Oracle Support Community. How do you locate the correct
community for your product and type of question?

5. You have a question regarding Oracle Database. You are new to the community framework and
are not sure how to locate a relevant Database-oriented community. What is your best approach?
Check all that apply.

6. As an experienced user, you are familiar with spaces and sub-spaces in Community. Is the
following example correct? Oracle Database (MOSC) is a top-level space and Database Networking
(MOSC) is the sub-space you select to post a database networking question.

7. Best Practices for Hardware and Software

1. The Oracle Services Tools Bundle (STB) includes components such as Oracle Remote
Diagnostic Agent (RDA) and Oracle Autonomous Crashdump Tool (ACT).

2. Oracle Auto Service Request (ASR) is part of Oracle's proactive services.

3. Oracle Auto Service Request (ASR) is a new service you can register for in order to have all your
SRs automatically created for you.

4. Some of the benefits of leveraging ORAchk in your business include risk reduction, automated
proactive warnings, ability to run it in your environment, and reports via email.

5. The Oracle Toolbox we highlighted in the learning content is a catalog of product-based and
generic tools. It offers a single source to quickly start building your diagnostics and health toolkit.

6. Based on what we covered in the learning content, why should you make the Oracle Toolbox a
favorite for your personalized toolkit? What is the direct benefit to you?

8. Create and Manage Service Requests

1. A recommended best practice is to validate your access levels in My Oracle Support BEFORE
you create a service request. Where can you validate your access?

2. If your systems are down and you select Severity 1 for your issue, you will need to provide a
management contact in the workflow, and your identified manager will be contacted by Oracle Support.

3. The following is a common problem that Users encounter when trying to log a Service Request.
 They do not have the correct access level in My Oracle Support and/or do not have the correct
Support Identifier approved and associated with their account

4. Users often ask how to get the full update of their SR (in the body of the email) advising the SR
was updated. What steps do you need to take to enable this feature in My Oracle Support?

5. Which of the following is the best example of a complete Service Request Problem Summary?

6. You have heard a lot about the importance of logging detailed service requests in the
accreditation series. Why does it really matter to you as a user? Correctly identify which response
highlights the key benefit of creating a Fully Qualified Service Request.

9. Mobile My Oracle Support

1. You are a CUA for your company. You are currently in a three-day organizational meeting and
are concerned about getting behind on new user requests for access to My Oracle Support.
Unfortunately, you will not be able to approve any requests through the mobile application as it ONLY
allows you to search the knowledge base.

2. A best practice to get the most value from Mobile My Oracle Support would be to mark any bugs
or documents as FAVORITES that you want to review when you are at your desk. You will not waste
time trying to find them again when you go back to the My Oracle Support portal.

3. What is the best description of Mobile My Oracle Support?

4. The Customer User Administrator (CUA) for your organization is able to utilize Mobile My Oracle
Support to REVIEW access requests with just a smart phone and Internet access.

5. The two main functions you can accomplish in Mobile My Oracle Support are to VIEW and
UPDATE Service Requests and search the knowledge base

6. You receive a Tweet from Oracle while you are in a meeting. There is some interesting
information about one of your products. You can quickly log into Mobile My Oracle Support and search
the knowledge base to get more details to share with your colleagues during the meeting.

10. Oracle Support Policies

1. For some product and release combinations on the Certifications tab, you may be able to view
Ongoing Support information related to availability of patches for that combination.

2. The Lifetime Support Stages for your Oracle Products are: Premier Support, Extended Support,
and Sustaining Support.

3. What is the RECOMMENDED approach to resolve the issue of not being able to download a
specific patch for a Product (after the Support Date has passed).

4. What is the BEST method to stay informed about the latest information on Oracle Technical
Support policies?

5. What are the recommended ways to locate content about the End Date of support for a product?
Select all that apply.

6. You want to see a Support Benefits comparison table to understand what is covered in Premier,
Extended, and Sustaining Support. What is the recommended approach to access the table and
complete your review?
1.
In the accreditation series, we cover the importance of finding the right sub-space for your
questions to ensure a fast response from the subject experts. What happens if you post a
product-specific question into the general Using My Oracle Support Community?

A moderator for the community will directly email you to request that you remove this question

The question will trigger an automatic email that alerts you to ask the question in a different community

The moderator for the community will see that the question is NOT in the right community and will attempt to
find the right community for your question. This impacts the time to resolution of your question

None of the above

2.
The Customer User Administrator (CUA) can manage access levels for other CUAs for the
SAME Support Identifier (SI).

TRUE

FALSE

You are preparing an upgrade plan for Oracle Database Vault. If you create a Certifications
search, you will be able to see support information for this product that includes End dates for
Premier Support, Extended Support, and Sustaining Support.

TRUE

FALSE

4.
What does the Certifications tab in My Oracle Support provide to the user?

A quick way to log Service Requests related to Certification questions.

This tab is only available to you in My Oracle Support if you purchase a special support contract. The
average user does not have access.

Access to product certification information

None of the above

Not sure? Flag this question to review before submitting this

exam.

5.
A best practice to get the most value from Mobile My Oracle Support would be to mark any
bugs or documents as FAVORITES that you want to review when you are at your desk. You
will not waste time trying to find them again when you go back to the My Oracle Support
portal.

FALSE

TRUE

Not sure? Flag this question to review before submitting this

exam.
6.
The Mobile My Oracle Support application is only available to Users with the Customer User
Administrator (CUA) role

FALSE

TRUE

Not sure? Flag this question to review before submitting this

exam.

7.
You receive a Tweet from Oracle while you are in a meeting. There is some interesting
information about one of your products. You can quickly log into Mobile My Oracle Support
and search the knowledge base to get more details to share with your colleagues during the
meeting.

TRUE

FALSE

Not sure? Flag this question to review before submitting this

exam.

8.
You have a question about a patch you are downloading. What is the option that Oracle
recommends?

Locate the patch via search on the Patches & Updates page; select the patch number to view the patch
details, and select start a discussion or reply to a discussion based on what is available

Call Oracle Support and ask a Support Engineer

Submit a Service Request with your question as the summary

Log into My Oracle Support Community, locate your product and post your question

Not sure? Flag this question to review before submitting this

exam.

9.
What approach would you take to find out about Oracle recommended patch sets for your
product?

Add the Recommended Patch Sets region to your dashboard

Use Google to find out what recommended patches are available

Use the Patch Advanced Search, selecting product and release of interest, and checking the (Show
recommended patches only) checkbox

Create a new discussion in the appropriate patching community and ask your trusted network

Log a Service Request

Not sure? Flag this question to review before submitting this

exam.
10.
You will often see terms such as Search Helper or Search Assistant (or both of these terms) in
a title. What service are these features providing?

A new section in the Service Request process

Voice-activated help feature that you can turn on in My Oracle Support

An option you can select under Knowledge Preferences

A search helper or search assistant is a guided path to a known solution

Not sure? Flag this question to review before submitting this

exam

11.
As an experienced user, you are familiar with spaces and sub-spaces in Community. Is the
following example correct? Oracle Database (MOSC) is a top-level space and Database
Networking (MOSC) is the sub-space you select to post a database networking question.

TRUE

FALSE

Not sure? Flag this question to review before submitting this

exam.

12.
You type a search for Oracle E-Business Suite, Release 12.2.4, and leave Platform as ANY.
Your Certification search results will show a list of Oracle-E-Business Suite 12.2.4
certifications with components like Operating Systems, Application Servers, and Databases.
You will be able to drill into the details using the links under Number of Releases and
Versions.

TRUE

FALSE

Not sure? Flag this question to review before submitting this

exam.

13.
As a user of My Oracle Support, you want to get the most value from the customizable
dashboard layout. Which of the following responses is the recommended approach?

Add as many regions as you can to the dashboard to maximize what you see when you login

Organize your dashboard to match your job role and product and consider modifying your dashboard any
time your role changes or you have a new product interest

Ask your CUA to suggest a layout

Do not customize what you see in the dashboard. When you first login to My Oracle Support, you have
access to all the recommended regions by default

14.
Amy and Joe are searching for performance information in My Oracle Support. When they
compared results, Amy saw that Joe was getting a longer list of search results. If Amy wants
to increase the number of search suggestions for future searches, she can go to the Settings
tab, Knowledge Preferences and can UPDATE her current setting (Number of Search
Suggestions) from 5 to 10. She also would want to make sure this preference is set to ON.

TRUE

FALSE
15.
It is an Oracle recommended best practice to have multiple CUAs for each Support Identifier
(although you are allowed to select only one per SI).

FALSE

TRUE

16.
The Customer User Administrator (CUA) for your organization is able to utilize Mobile My
Oracle Support to REVIEW access requests with just a smart phone and Internet access.

FALSE

TRUE

17.
When should Severity 1 be selected for your Service Request?

To get immediate attention to your Service Request

When your business has stopped functioning due to an issue on your Oracle System, Software, or
Application

When your testing system is down

When you are considering calling management attention to your issue

All of the above

18.
Oracle Auto Service Request (ASR) is a new service you can register for in order to have all
your SRs automatically created for you.

FALSE

TRUE

19.
You are a CUA for your company. You are currently in a three-day organizational meeting
and are concerned about getting behind on new user requests for access to My Oracle
Support. Unfortunately, you will not be able to approve any requests through the mobile
application as it ONLY allows you to search the knowledge base.

TRUE
 FALSE

20.
Oracle Auto Service Request (ASR) is part of Oracle's proactive services.

TRUE

FALSE

21.
Users often ask how to get the full update of their SR (in the body of the email) advising the
SR was updated. What steps do you need to take to enable this feature in My Oracle Support?

Call Oracle Support and ask for this feature to be turned on for your account.

Check the SR Detail box on your My Account profile, AND (for the specific SI) use the View Administrators
feature to send the CUAs a message to ask if they have enabled this feature for the SI.

Log a Non Technical Support SR and ask for this feature to be turned on for your SI

There is no option to view the SR detail via e-mail notification as this is a security risk

22.
You need to search for certification data to prepare for your team meeting. However, you are
NOT sure of the exact product name to use in the Certifications tab. What is the
recommended approach to find what you need?

Open a new technical Service Request with Oracle Support

You may be able to find your product by typing a portion of the name. Try a few possible names for your
product, including abbreviations. As you type, you can select your desired product from the options displayed.
Many Oracle products are findable with aliases

Create a new discussion and ask the Certifications community

Check your SI to find out exactly how to input the product name

None of the above

23.
Based on what we covered in the learning content, why should you make the Oracle Toolbox
a favorite for your personalized toolkit? What is the direct benefit to you?

This allows you to easily download the Oracle Toolbox to your desktop

You can easily find this resource again to review and access the suggested diagnostic tools for generic and
product-specific use

You will have access to diagnostic tools only available through this resource

Making it a favorite will automatically download any of the tools if they are updated with newer versions

24.
Sally has a great idea to improve a product. From the home page of Community, she clicks
Create, Idea. When she attempts to locate the correct Place (In a Place), her product area is
not listed. What does this mean?
 Post this question in the Using My Oracle Support Community

The space or sub-space you want to use has NOT enabled this feature. Only spaces and sub-spaces that
support IDEA CREATE are available for selection

Open a non-technical Service Request, as this is a bug.

This feature is not available and should not be displayed.

25.
The Oracle Toolbox we highlighted in the learning content is a catalog of product-based and
generic tools. It offers a single source to quickly start building your diagnostics and health
toolkit.

FALSE

TRUE

26.
You want to post a question to a My Oracle Support Community. How do you locate the
correct community for your product and type of question?

Post your question in the Using My Oracle Support community to make sure as many users as possible can
view it.

Using the Navigation Banner, select your product, then drill down into a specific sub-space related to your
question. Ask your question to the sub-space and it will be reviewed by users with the right product knowledge to
help

Ask your Customer User Administrator to grant you access to the community in question and it will appear
the next time you log in

Log a technical Support Request for assistance

27.
A Support Identifier Group (SIG) enables your CUA to group hardware assets, software
licenses, and users in a single SI.

FALSE

TRUE

28.
You were able to resolve a Service Request before Oracle Support came back with a
suggested solution. What should you do?

Click on Close SR and provide a detailed comment (Update Detail) on the solution you found to help Oracle
Support improve the knowledge base

Just close the SR with no further updates

Call the Support Engineer for advice

Ask your CUA to initiate an auto-close of this SR since you have a solution
 None of the above

29.
A recommended best practice is to organize all the data associated with your issue BEFORE
you initiate a new Service Request. A Fully Qualified SR provides Oracle Support with as
much detail as possible about your issue. This includes what happened, users impacted, single
or repeat occurrences, any changes, and related diagnostic data to attach to the Service
Request.

FALSE

TRUE

30.
Your current role is important to consider when customizing your tab regions as certain
information like Service Requests may be important (and you want that type of region easily
visible at the top).

FALSE

TRUE

31.
You know you can find the E-Business Suite Patch Utility by accessing the Get Proactive
Portfolio. What is another recommended approach to easily locate this resource?

Read the E-Business Suite installation documentation

Log a Service Request and ask for Oracle Support to send you the information

Search My Oracle Support using the global search. For the most targeted search, type R11i patch wizard or
just patch wizard and locate the Patch Wizard Utility from the top of your results.

Post a question in the EBS Community asking where you can find a document with everything you need to
know about EBS patching

Search in the global search box with the term EBS

32.
Some of the benefits of leveraging ORAchk in your business include risk reduction,
automated proactive warnings, ability to run it in your environment, and reports via email.

TRUE

FALSE

33.
A common problem that Users can experience in My Oracle Support when searching: The
user ONLY enters a single word in the global search box for the search and gets a huge list of
possible results. User cannot quickly or easily find the desired information, although it may
be in the results.

TRUE

FALSE

34.
What is the RECOMMENDED approach to resolve the issue of not being able to download a
specific patch for a Product (after the Support Date has passed).

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

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

Contact your Oracle Sales representative and purchase Extended Software support for your product that
needs patching

Use Google to see if the patch is available somewhere on the Internet

35.
You want to see a Support Benefits comparison table to understand what is covered in
Premier, Extended, and Sustaining Support. What is the recommended approach to access the
table and complete your review?

Locate the Lifetime Support Benefits table on the Oracle Lifetime Support Policies page to review
the details in the comparison table

Mark the Oracle Lifetime Support Policies (Document 971415.1) a favorite in My Oracle Support

Post a question to the Using My Oracle Support Community

Log a non-technical Service Request

36.
Joe is a CUA for his company. His team members are globally located (and so are his assets).
As a result, he has multiple SIs and is struggling to easily manage the SIs and assets. What
feature in My Oracle Support can help him?

There is nothing available in My Oracle Support. Joe has to call his Oracle Sales Representative to get this
fixed.

Joe can make use of the features in Administrative, Support Identifiers to Create New SI where he
can co-locate users and assets.

Joe has to log a Non Technical Service Request and Oracle Support will set up a new SI for him.

None of the above

37.
You have heard a lot about the importance of logging detailed service requests in the
accreditation series. Why does it really matter to you as a user? Correctly identify which
response highlights the key benefit of creating a Fully Qualified Service Request.

Special fast-track handling in the Support Queue

Minimum delays
 Minimum delays AND faster resolution

The Oracle Support engineer will immediately open a Chat session with you to discuss your issue

None of the above

38.
What are the recommended ways to locate content about the End Date of support for a
product? Select all that apply.

Use the Certifications tab and review the support-specific content

Access oracle.com and locate the technical and lifetime policies under the Support tab

Call your Oracle Sales or Account Representative

Log a Service Request and request information about support dates

39.
You recently created a new discussion in My Oracle Support Community. When you go back
to view it, you do not see it in the community where you posted it. What is the best approach
to locate your discussion?

Your posting was likely deleted by a moderator because it was in the wrong community. You should post it
again.

Log a Service Request

View your profile and click Content and you will see all the questions you have posted

Create a new discussion and ask the community if they know what happened to your last discussion

None of the above

40.
Patch Plans are available for all products and do NOT require the use of configurations.

TRUE

FALSE

41.
To download a specific patch, you must have Patch Download Access in your account that
matches the Download Access on the patch AND your customer user administrator (CUA)
must set Access Patches to DOWNLOAD (not View Only) for your account.

TRUE

FALSE

42.
How do you download a patch from the Patch Details page? Please select all answers that
apply.

From the patch search results, highlight a row, then select Download from the option bar

Search the knowledge base for an article on patching for your product and click the download links

Open a Service Request to ask Oracle Support to download the patch from this site

A user cannot directly download a patch from this site

From the patch search results, click on a patch number to view the patch detail, then click Download

43.
You can easily review feature updates in the latest release of My Oracle Support. Mark the
document “My Oracle Support Resource Center” (Doc ID 873313.1) a Favorite and set up
Hot Topics Emails to notify you about updates for the product, My Oracle Support. When the
release notes are updated, you will get an automated email.

FALSE

TRUE

44.
If you have general questions about My Oracle Support and have not found answers in the
help menu or in the knowledge base, a best practice is to post your question to Using My
Oracle Support Community.

FALSE

TRUE

45.
The product name used by the patch system in My Oracle Support is the same as the product
name used for service requests or the Knowledge base. To find the product name, start
entering the product name that you are looking for in the Product box and the product selector
will narrow down the choices to help you find the right product

FALSE

TRUE

46.
What is the definition of a certification?

A combination of Oracle and third-party products, operating systems, or hardware that Oracle believes
should work together

A combination of Oracle and third-party products, operating systems, or hardware that Oracle has
tested and should work together.

A testing matrix that Oracle provides via the Certifications tab that allows you to compare combinations of
Oracle and third-party products

None of the above

47.
What is the best description of Mobile My Oracle Support?

A new type of My Oracle Support Community intended for users who want to review discussions with their
mobile device

A version of My Oracle Support that you can download to run on your desktop

My Oracle Support web-based application optimized for mobile devices

A new messaging system that emails you SR updates via your smart phone
48.
It is a recommended best practice to automate the full details from your Service Request
updates in email. How can you receive the full Service Request update in an email?

The CUA performs this step after the User enables SR Details: Administrative, Support Identifiers, Service
Request Details in Email. The feature is now fully enabled.

My Oracle Support user performs this step: Personalization, Service Request Details in Email Turn
On. The feature is now fully enabled.

This is a one-step process that the CUA completes under Administrative functions in My Oracle Support

A two-step process is required: The CUA can ONLY perform the SR Details update on the SI (and then the
User enables this feature under My Account)

None of the above

49.
When you type a search string into the global search bar (on any tab), your search results are
usually provided on the Knowledge tab unless you search for a specific Service Request
number.

TRUE

FALSE

50.
The Support Information provided by the Certifications search does NOT include Ongoing
Support information related to availability of patches for your product.

TRUE

FALSE

51.
A User with Create and Update access can log a Service Request in My Oracle Support by
selecting Create SR on the Service Requests tab

FALSE

TRUE

52.
EXAchk supports all supported hardware types, operating systems, firmware versions, and
Oracle versions for specific Oracle engineered systems.
 TRUE

FALSE

53.
After performing a search, your results are displayed. What options are available to further
refine your search results?

Turn off Search Term Suggestion in knowledge preferences

You can filter the results by clicking the down arrow next to the knowledge source type.

You can select one or more knowledge collection types, add more words, and select a product,
version or platform

Once the search has run, you would need to create a new one with more filters.

54.
A Support Identifier (SI) is a numeric value that identifies the products your company has
purchased. It is required to access My Oracle Support.

TRUE

FALSE

55.
What is the BEST method to stay informed about the latest information on Oracle Technical
Support policies?

Download the Oracle Technical Support Policies and use these as your reference guide

Bookmark the Oracle Support Technical Support Policy page and visit it when you have a question

Log a Service Request and ask Support to provide information about support policies

Set up Hot Topics E-mail notifications and select Support Policies as the KM document type

56.
In the learning content, what best practice recommendation was highlighted with regard to
the regions on the dashboard?

You are able to change the regions on each tab only one time

The regions on each tab are standard, so take a few minutes to understand the options

Make sure you are aware of the regions available on each tab. If it’s been a long time since you
updated your regions, take a few minutes to preview

You need to alert your CUA that you want to customize your dashboard

57.
For some product and release combinations on the Certifications tab, you may be able to view
Ongoing Support information related to availability of patches for that combination.

FALSE

TRUE
58.
Once you have access to My Oracle Support, your CUA is the first point of contact for any
access issues you experience with My Oracle Support.

FALSE

TRUE

59.
Your colleague, Li, is new to My Oracle Support. You have been asked to show him how to
get up to speed quickly on the basic core functions of My Oracle Support. What is the
recommended FIRST step for Li?

Li needs to get basic training, so you suggest that he set aside time to complete the foundational My Oracle
Support How To training videos

Li should access My Oracle Support Community and post all his questions about the portal there

You advise Li to just use the phone to log Service Requests

You direct Li to complete My Oracle Support Accreditation as his FIRST step in learning about the
basics

60.
The Lifetime Support Stages for your Oracle Products are: Premier Support, Extended
Support, and Sustaining Support.

TRUE

FALSE

1. Customer User Administrator and Support Identifiers

1. The Customer User Administrator (CUA) can manage access levels for other CUAs for the
SAME Support Identifier (SI).

Answers
1.TRUE
2.FALSE
3.
4.
5.

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

Answers
1.TRUE
2.FALSE
3.
4.
5.
 3. A Support Identifier Group (SIG) enables your CUA to group hardware assets, software licenses,
and users in a single SI.

Answers
1.TRUE
2.FALSE

4. Joe is a CUA for his company. His team members are globally located (and so are his assets).
As a result, he has multiple SIs and is struggling to easily manage the SIs and assets. What feature in
My Oracle Support can help him?

Answers
1.There is nothing available in My Oracle Support. Joe has to call his Oracle Sales
Representative to get this fixed.
2.Joe can make use of the features in Administrative, Support Identifiers to Create New SI
where he can co-locate users and assets.
3.Joe has to log a Non Technical Service Request and Oracle Support will set up a new SI
for him.
4.None of the above

5. It is a recommended best practice to automate the full details from your Service Request updates
in email. How can you receive the full Service Request update in an email?

Answers
1.The CUA performs this step after the User enables SR Details: Administrative, Support
Identifiers, Service Request Details in Email. The feature is now fully enabled.
2.My Oracle Support user performs this step: Personalization, Service Request Details in
Email Turn On. The feature is now fully enabled.
3.This is a one-step process that the CUA completes under Administrative functions in My
Oracle Support
4.A two-step process is required: The CUA can ONLY perform the SR Details update on the
SI (and then the User enables this feature under My Account)
5.None of the above

6. A Support Identifier (SI) is a numeric value that identifies the products your company has
purchased. It is required to access My Oracle Support.

Answers
1.TRUE
2.FALSE

2. Introduction to My Oracle Support

1. As a user of My Oracle Support, you want to get the most value from the customizable
dashboard layout. Which of the following responses is the recommended approach?

Answers
1.Organize your dashboard to match your job role and product and consider modifying your
dashboard any time your role changes or you have a new product interest
2.Add as many regions as you can to the dashboard to maximize what you see when you
login
3.Ask your CUA to suggest a layout
4.Do not customize what you see in the dashboard. When you first login to My Oracle
Support, you have access to all the recommended regions by default

2. Your current role is important to consider when customizing your tab regions as certain
 information like Service Requests may be important (and you want that type of region easily visible at
the top).

Answers
1.TRUE
2.FALSE

3. You can easily review feature updates in the latest release of My Oracle Support. Mark the
document “My Oracle Support Resource Center” (Doc ID 873313.1) a Favorite and set up Hot Topics
Emails to notify you about updates for the product, My Oracle Support. When the release notes are
updated, you will get an automated email.

Answers
1.TRUE
2.FALSE

4. In the learning content, what best practice recommendation was highlighted with regard to the
regions on the dashboard?

Answers
1.Make sure you are aware of the regions available on each tab. If it’s been a long time
since you updated your regions, take a few minutes to preview
2.The regions on each tab are standard, so take a few minutes to understand the options
3.You are able to change the regions on each tab only one time
4.You need to alert your CUA that you want to customize your dashboard

5. Once you have access to My Oracle Support, your CUA is the first point of contact for any
access issues you experience with My Oracle Support.

Answers
1.TRUE
2.FALSE

6. Your colleague, Li, is new to My Oracle Support. You have been asked to show him how to get
up to speed quickly on the basic core functions of My Oracle Support. What is the recommended
FIRST step for Li?

Answers
1.Li should access My Oracle Support Community and post all his questions about the portal
there
2.You direct Li to complete My Oracle Support Accreditation as his FIRST step in learning
about the basics
3.Li needs to get basic training, so you suggest that he set aside time to complete the
foundational My Oracle Support How To training videos
4.You advise Li to just use the phone to log Service Requests

3. Knowledge Search and Browse

1. You will often see terms such as Search Helper or Search Assistant (or both of these terms) in a
title. What service are these features providing?

Answers
1.A search helper or search assistant is a guided path to a known solution
2.Voice-activated help feature that you can turn on in My Oracle Support
3.An option you can select under Knowledge Preferences
 4.A new section in the Service Request process

2. Amy and Joe are searching for performance information in My Oracle Support. When they
compared results, Amy saw that Joe was getting a longer list of search results. If Amy wants to
increase the number of search suggestions for future searches, she can go to the Settings tab,
Knowledge Preferences and can UPDATE her current setting (Number of Search Suggestions) from 5
to 10. She also would want to make sure this preference is set to ON.

Answers
1.TRUE
2.FALSE

3. You know you can find the E-Business Suite Patch Utility by accessing the Get Proactive
Portfolio. What is another recommended approach to easily locate this resource?

Answers
1.Log a Service Request and ask for Oracle Support to send you the information
2.Post a question in the EBS Community asking where you can find a document with
everything you need to know about EBS patching
3.Read the E-Business Suite installation documentation
4.Search My Oracle Support using the global search. For the most targeted search, type
R11i patch wizard or just patch wizard and locate the Patch Wizard Utility from the top of your
results.
5.Search in the global search box with the term EBS

4. A common problem that Users can experience in My Oracle Support when searching: The user
ONLY enters a single word in the global search box for the search and gets a huge list of possible
results. User cannot quickly or easily find the desired information, although it may be in the results.

Answers
1.TRUE
2.FALSE

5. When you type a search string into the global search bar (on any tab), your search results are
usually provided on the Knowledge tab unless you search for a specific Service Request number.

Answers
1.TRUE
2.FALSE

6. After performing a search, your results are displayed. What options are available to further refine
your search results?

Answers
1.Once the search has run, you would need to create a new one with more filters.
2.Turn off Search Term Suggestion in knowledge preferences
3.You can filter the results by clicking the down arrow next to the knowledge source type.
4.You can select one or more knowledge collection types, add more words, and select a
product, version or platform

4. Product Certification
1. You are preparing an upgrade plan for Oracle Database Vault. If you create a Certifications
search, you will be able to see support information for this product that includes End dates for Premier
Support, Extended Support, and Sustaining Support.

Answers
1.TRUE
2. FALSE

2. What does the Certifications tab in My Oracle Support provide to the user?

Answers
1.A quick way to log Service Requests related to Certification questions.
2.This tab is only available to you in My Oracle Support if you purchase a special support
contract. The average user does not have access.
3.Access to product certification information
4.None of the above

3. You type a search for Oracle E-Business Suite, Release 12.2.4, and leave Platform as ANY.
Your Certification search results will show a list of Oracle-E-Business Suite 12.2.4 certifications with
components like Operating Systems, Application Servers, and Databases. You will be able to drill into
the details using the links under Number of Releases and Versions.

Answers
1.TRUE
2. FALSE

4. You need to search for certification data to prepare for your team meeting. However, you are
NOT sure of the exact product name to use in the Certifications tab. What is the recommended
approach to find what you need?

Answers
1.Open a new technical Service Request with Oracle Support
2.You may be able to find your product by typing a portion of the name. Try a few possible
names for your product, including abbreviations. As you type, you can select your desired
product from the options displayed. Many Oracle products are findable with aliases
3.Create a new discussion and ask the Certifications community
4.Check your SI to find out exactly how to input the product name
5.None of the above

5. What is the definition of a certification?

Answers
1.A combination of Oracle and third-party products, operating systems, or hardware that
Oracle believes should work together
2.A combination of Oracle and third-party products, operating systems, or hardware that
Oracle has tested and should work together.
3.A testing matrix that Oracle provides via the Certifications tab that allows you to compare
combinations of Oracle and third-party products
4.None of the above

6. The Support Information provided by the Certifications search does NOT include Ongoing
Support information related to availability of patches for your product.

Answers
1.TRUE
2. FALSE
5. Patches and Updates
1. You have a question about a patch you are downloading. What is the option that Oracle
recommends?

Answers
1.Submit a Service Request with your question as the summary
2.Call Oracle Support and ask a Support Engineer
3.Log into My Oracle Support Community, locate your product and post your question
4.Locate the patch via search on the Patches & Updates page; select the patch number to
view the patch details, and select start a discussion or reply to a discussion based on what is
available
5.

2. What approach would you take to find out about Oracle recommended patch sets for your
product?

Answers
1.Create a new discussion in the appropriate patching community and ask your trusted
network
2.Use the Patch Advanced Search, selecting product and release of interest, and checking
the (Show recommended patches only) checkbox
3.Log a Service Request
4.Use Google to find out what recommended patches are available
5.Add the Recommended Patch Sets region to your dashboard

3. Patch Plans are available for all products and do NOT require the use of configurations.

Answers
1.TRUE
2.FALSE

4. To download a specific patch, you must have Patch Download Access in your account that
matches the Download Access on the patch AND your customer user administrator (CUA) must set
Access Patches to DOWNLOAD (not View Only) for your account.

Answers
1.TRUE
2.FALSE

5. How do you download a patch from the Patch Details page? Please select all answers that apply.

Answers
1.A user cannot directly download a patch from this site
2.From the patch search results, click on a patch number to view the patch detail, then click
Download
3.From the patch search results, highlight a row, then select Download from the option bar
4.Search the knowledge base for an article on patching for your product and click the
download links
5.Open a Service Request to ask Oracle Support to download the patch from this site

6. The product name used by the patch system in My Oracle Support is the same as the product
name used for service requests or the Knowledge base. To find the product name, start entering the
product name that you are looking for in the Product box and the product selector will narrow down the
 choices to help you find the right product

Answers
1.TRUE
2.FALSE

6. My Oracle Support Community

1. In the accreditation series, we cover the importance of finding the right sub-space for your
questions to ensure a fast response from the subject experts. What happens if you post a product-
specific question into the general Using My Oracle Support Community?

Answers
1.A moderator for the community will directly email you to request that you remove this
question
2.The question will trigger an automatic email that alerts you to ask the question in a
different community
3.The moderator for the community will see that the question is NOT in the right community
and will attempt to find the right community for your question. This impacts the time to
resolution of your question
4.None of the above

2. As an experienced user, you are familiar with spaces and sub-spaces in Community. Is the
following example correct? Oracle Database (MOSC) is a top-level space and Database Networking
(MOSC) is the sub-space you select to post a database networking question.

Answers
1.TRUE
2.FALSE

3. Sally has a great idea to improve a product. From the home page of Community, she clicks
Create, Idea. When she attempts to locate the correct Place (In a Place), her product area is not listed.
What does this mean?

Answers
1.This feature is not available and should not be displayed.
2.The space or sub-space you want to use has NOT enabled this feature. Only spaces and
sub-spaces that support IDEA CREATE are available for selection
3.Open a non-technical Service Request, as this is a bug.
4.Post this question in the Using My Oracle Support Community

4. You want to post a question to a My Oracle Support Community. How do you locate the correct
community for your product and type of question?

Answers
1.Post your question in the Using My Oracle Support community to make sure as many
users as possible can view it.
2.Using the Navigation Banner, select your product, then drill down into a specific sub-space
related to your question. Ask your question to the sub-space and it will be reviewed by users
with the right product knowledge to help
3.Log a technical Support Request for assistance
4.Ask your Customer User Administrator to grant you access to the community in question
and it will appear the next time you log in

5. You recently created a new discussion in My Oracle Support Community. When you go back to
view it, you do not see it in the community where you posted it. What is the best approach to locate
 your discussion?

Answers
1.Your posting was likely deleted by a moderator because it was in the wrong community.
You should post it again.
2.Log a Service Request
3.View your profile and click Content and you will see all the questions you have posted
4.Create a new discussion and ask the community if they know what happened to your last
discussion
5.None of the above

6. If you have general questions about My Oracle Support and have not found answers in the help
menu or in the knowledge base, a best practice is to post your question to Using My Oracle Support
Community.

Answers
1.TRUE
2.FALSE

7. Best Practices for Hardware and Software

1. Oracle Auto Service Request (ASR) is a new service you can register for in order to have all your
SRs automatically created for you.

Answers
1.TRUE
2. FALSE

2. Oracle Auto Service Request (ASR) is part of Oracle's proactive services.

Answers
1.TRUE
2. FALSE

3. Based on what we covered in the learning content, why should you make the Oracle Toolbox a
favorite for your personalized toolkit? What is the direct benefit to you?

Answers
1.Making it a favorite will automatically download any of the tools if they are updated with
newer versions
2.You will have access to diagnostic tools only available through this resource
3.You can easily find this resource again to review and access the suggested diagnostic
tools for generic and product-specific use
4.This allows you to easily download the Oracle Toolbox to your desktop

4. The Oracle Toolbox we highlighted in the learning content is a catalog of product-based and
generic tools. It offers a single source to quickly start building your diagnostics and health toolkit.

Answers
1.TRUE
2. FALSE

5. Some of the benefits of leveraging ORAchk in your business include risk reduction, automated
 proactive warnings, ability to run it in your environment, and reports via email.

Answers
1.TRUE
2. FALSE

6. EXAchk supports all supported hardware types, operating systems, firmware versions, and
Oracle versions for specific Oracle engineered systems.

Answers
1.TRUE
2. FALSE

8. Create and Manage Service Requests

1. When should Severity 1 be selected for your Service Request?

Answers
1.To get immediate attention to your Service Request
2.When your business has stopped functioning due to an issue on your Oracle System,
Software, or Application
3.When your testing system is down
4.When you are considering calling management attention to your issue
5.All of the above

2. Users often ask how to get the full update of their SR (in the body of the email) advising the SR
was updated. What steps do you need to take to enable this feature in My Oracle Support?

Answers
1.Check the SR Detail box on your My Account profile, AND (for the specific SI) use the
View Administrators feature to send the CUAs a message to ask if they have enabled this
feature for the SI.
2.Log a Non Technical Support SR and ask for this feature to be turned on for your SI
3.Call Oracle Support and ask for this feature to be turned on for your account.
4.There is no option to view the SR detail via e-mail notification as this is a security risk

3. You were able to resolve a Service Request before Oracle Support came back with a suggested
solution. What should you do?

Answers
1.Click on Close SR and provide a detailed comment (Update Detail) on the solution you
found to help Oracle Support improve the knowledge base
2.Just close the SR with no further updates
3.Call the Support Engineer for advice
4.Ask your CUA to initiate an auto-close of this SR since you have a solution
5.None of the above

4. A recommended best practice is to organize all the data associated with your issue BEFORE you
initiate a new Service Request. A Fully Qualified SR provides Oracle Support with as much detail as
possible about your issue. This includes what happened, users impacted, single or repeat
occurrences, any changes, and related diagnostic data to attach to the Service Request.

Answers
1.TRUE
 2.FALSE

5. You have heard a lot about the importance of logging detailed service requests in the
accreditation series. Why does it really matter to you as a user? Correctly identify which response
highlights the key benefit of creating a Fully Qualified Service Request.

Answers
1.Special fast-track handling in the Support Queue
2.Minimum delays
3.Minimum delays AND faster resolution
4.The Oracle Support engineer will immediately open a Chat session with you to discuss
your issue
5.None of the above

6. A User with Create and Update access can log a Service Request in My Oracle Support by
selecting Create SR on the Service Requests tab

Answers
1.TRUE
2.FALSE

9. Mobile My Oracle Support

1. A best practice to get the most value from Mobile My Oracle Support would be to mark any bugs
or documents as FAVORITES that you want to review when you are at your desk. You will not waste
time trying to find them again when you go back to the My Oracle Support portal.

Answers
1.TRUE
2.FALSE

2. The Mobile My Oracle Support application is only available to Users with the Customer User
Administrator (CUA) role

Answers
1.TRUE
2.FALSE

3. You receive a Tweet from Oracle while you are in a meeting. There is some interesting
information about one of your products. You can quickly log into Mobile My Oracle Support and search
the knowledge base to get more details to share with your colleagues during the meeting.

Answers
1.TRUE
2.FALSE

4. The Customer User Administrator (CUA) for your organization is able to utilize Mobile My Oracle
Support to REVIEW access requests with just a smart phone and Internet access.

Answers
1.TRUE
2.FALSE

5. You are a CUA for your company. You are currently in a three-day organizational meeting and
 are concerned about getting behind on new user requests for access to My Oracle Support.
Unfortunately, you will not be able to approve any requests through the mobile application as it ONLY
allows you to search the knowledge base.

Answers
1.TRUE
2.FALSE

6. What is the best description of Mobile My Oracle Support?

Answers
1.A new type of My Oracle Support Community intended for users who want to review
discussions with their mobile device
2.A version of My Oracle Support that you can download to run on your desktop
3.My Oracle Support web-based application optimized for mobile devices
4.A new messaging system that emails you SR updates via your smart phone
5.None of the above

10. Oracle Support Policies

1. What is the RECOMMENDED approach to resolve the issue of not being able to download a
specific patch for a Product (after the Support Date has passed).

Answers
1.Log a Service Request and ask Oracle to send it to you
2.Contact your Oracle Sales representative and ask them to call Oracle Support and send
you the patch
3.Contact your Oracle Sales representative and purchase Extended Software support for
your product that needs patching
4.Use Google to see if the patch is available somewhere on the Internet

2. You want to see a Support Benefits comparison table to understand what is covered in Premier,
Extended, and Sustaining Support. What is the recommended approach to access the table and
complete your review?

Answers
1.Post a question to the Using My Oracle Support Community
2.Locate the Lifetime Support Benefits table on the Oracle Lifetime Support Policies page to
review the details in the comparison table
3.Log a non-technical Service Request
4.Mark the Oracle Lifetime Support Policies (Document 971415.1) a favorite in My Oracle
Support

3. What are the recommended ways to locate content about the End Date of support for a product?
Select all that apply.

Answers
1.Use the Certifications tab and review the support-specific content
2.Access oracle.com and locate the technical and lifetime policies under the Support tab
3.Log a Service Request and request information about support dates
4.Call your Oracle Sales or Account Representative

4. What is the BEST method to stay informed about the latest information on Oracle Technical
Support policies?
 Answers
1.Bookmark the Oracle Support Technical Support Policy page and visit it when you have a
question
2.Download the Oracle Technical Support Policies and use these as your reference guide
3.Set up Hot Topics E-mail notifications and select Support Policies as the KM document
type
4.Log a Service Request and ask Support to provide information about support policies

5. For some product and release combinations on the Certifications tab, you may be able to view
Ongoing Support information related to availability of patches for that combination.

Answers
1.TRUE
2.FALSE

6. The Lifetime Support Stages for your Oracle Products are: Premier Support, Extended Support,
and Sustaining Support.

Answers
1.TRUE
2.FALSE