Test : General Product Support Assessment

(MOSL1)
Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous.

This 65-question assessment test is the final component of the General Product Support Specialist
guided learning path. This assessment will allow you to test your knowledge level of the
information learned from the General Support Specialist courses. Passing a >80% of this
assessment makes you eligible to become an General Product Support Specialist. (v4.0). Please
note that you are only able to access the assessment once within a 24 hr period.

Customer User Administration and Support Identifiers

(Répondez à toutes les questions de cette section.)

1. A Support Identifier Group (SIG) enables your CUA to group hardware

Question à
assets, software licenses, and users in a single SI.
revoir 
(1) Points

Vrai

Faux

Correct

2. As a customer or partner, what is the best way to locate a Support

Question à
Identifier (SI)?
revoir 
(1) Points

Log a Service Request

Log a non-technical Service Request or ask a colleague on your

team who might be using the SI you want
Post a question in the Using My Oracle Support Community

You can look up your Support Identifiers in your Support Contract

Both 2 and 4
 Correct

3. Select the recommended reason (best practice) why a Customer User

Question à
Administrator (CUA) would activate Auto Approve for a Support
revoir 
Identifier.
(1) Points

There is no reason for the CUA to actively review a request for

ANY Support Identifier, so using Auto Approve is always the best
approach for any request
To quickly provide generic access to knowledge base and My
Oracle Support Community functions for user requests. This
allows users to immediately begin using My Oracle Support, while
the CUA manually reviews requests for advanced functions such
as SR Create privilege.
This is a security risk; therefore, a CUA would never use this
feature
To stop receiving email notifications from users requesting access

None of the above

Correct

4. A Support Identifier (SI) is a numeric value that identifies the products

Question à
your company has purchased. It is required to access My Oracle
revoir 
Support.
(1) Points

Vrai

Faux

Correct

5. It is an Oracle recommended best practice to have multiple CUAs for

Question à
each Support Identifier (although you are allowed to select only one
revoir 
per SI).
(1) Points
 Vrai

Faux

Correct

6. It is a recommended best practice to automate the full details from

Question à
your Service Request updates in email. How can you receive the full
revoir 
Service Request update in an email?
(1) Points

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

Incorrect

My Oracle Support Introduction

(Répondez à toutes les questions de cette section.)

7. My Oracle Support has pre-set dashboard configuration options based

Question à
on role. For example, you can go to the Customize link and select
revoir 
(Hardware User) to automatically add the regions to your dashboard
(1) Points
associated with this user type.
 Vrai

Faux

There are no user type dashboard customizations that you can

select. My Oracle Support allows you to select from many
regions to create a dashboard that works best for your role and
interests.

8. If you have more tab options than the space available in My Oracle
Question à
Support, they are located under the More tab.
revoir 
(1) Points

Vrai

Faux

Correct

9. You can easily review feature updates in the latest release of My

Question à
Oracle Support. Mark the document “My Oracle Support Resource
revoir 
Center” (Doc ID 873313.1) a Favorite and set up Hot Topics Emails to
(1) Points
notify you about updates for the product, My Oracle Support. When
the release notes are updated, you will get an automated email.

Vrai

Faux

Correct

10Once you have access to My Oracle Support, your CUA is the first
Question à
. point of contact for any access issues you experience with My Oracle
revoir 
Support.
(1) Points

Vrai
 Faux

Correct

11Your current role is important to consider when customizing your tab

Question à
. regions as certain information like Service Requests may be important
revoir 
(and you want that type of region easily visible at the top).
(1) Points

Vrai

Faux

Correct

12Your colleague, Li, is new to My Oracle Support. You have been asked
Question à
. to show him how to get up to speed quickly on the basic core
revoir 
functions of My Oracle Support. What is the recommended FIRST step
(1) Points
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
You direct Li to complete My Oracle Support Accreditation as his
FIRST step in learning about the basics
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

Correct

Knowledge Search and Browse

(Répondez à toutes les questions de cette section.)
13Mary is aware of PowerView filters. Is there another recommended
Question à
. way to quickly search for content in My Oracle Support based on
revoir 
product?
(1) Points

Use the (Search & Browse) feature on the Knowledge tab to

select your product and enter your search term.
Check the Certifications tab

Post a thread in My Oracle Support Community

Use the global search bar

Correct

14Amy and Joe are searching for performance information in My Oracle

Question à
. Support. When they compared results, Amy saw that Joe was getting
revoir 
a longer list of search results. If Amy wants to increase the number of
(1) Points
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.

Vrai

Faux

Correct

15During SR Creation flow, My Oracle Support will offer you suggested

Question à
. solutions as you define your problem. You have the option to turn off
revoir 
these suggested solution results (My Account, Knowledge
(1) Points
Preferences), although it is a recommended best practice to leave the
suggestions turned on.

Vrai

Faux
 Correct

16A common problem that Users can experience in My Oracle Support

Question à
. when searching: The user ONLY enters a single word in the global
revoir 
search box for the search and gets a huge list of possible results. User
(1) Points
cannot quickly or easily find the desired information, although it may
be in the results.

Vrai

Faux

Correct

17You will often see terms such as Search Helper or Search Assistant (or
Question à
. both of these terms) in a title. What service are these features
revoir 
providing?
(1) Points

A new section in the Service Request process

An option you can select under Knowledge Preferences

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

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

Correct

18Tom is always looking to improve his productivity. He often searches

Question à
. in My Oracle Support and spends time each week reviewing his search
revoir 
results. A colleague recommended that he set up and use
(1) Points
PowerViews to help filter and focus his information needs. What can
Tom accomplish by creating a PowerView?

He can replace the global search functionality by creating a

PowerView
He can create a PowerView for a specific product, and turn it on
when needed to automatically filter Knowledge and other
 regions. He can also create multiple PowerViews to display
information that he needs for different products.
He can automate information updates to his email as each
PowerView has the option to trigger an email when specified
content is updated.
None of the above

Correct

Product Certifications
(Répondez à toutes les questions de cette section.)

19The Support Information provided by the Certifications search does

Question à
. NOT include Ongoing Support information related to availability of
revoir 
patches for your product.
(1) Points

Vrai

Faux

Correct

20Is there any reason to check the Certifications tab on a regular basis if
Question à
. your company has NOT upgraded any of your products?
revoir 
(1) Points

Yes, to check the support dates to understand when your

products stop being supported and track this information in your
upgrade plan
No, you would only check during an active upgrade planning cycle

No, there is no new information on the Certifications tab unless

you received a Hot Topics E-Mail
None of the above
 Correct

21What does the Certifications tab in My Oracle Support provide to the

Question à
. user?
revoir 
(1) Points

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

Correct

22You need to search for certification data to prepare for your team
Question à
. meeting. However, you are NOT sure of the exact product name to
revoir 
use in the Certifications tab. What is the recommended approach to
(1) Points
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

If the product is not listed, it indicates the product is not

available. Select the Feedback button to alert the Certifications
team to investigate and possibly add the product.
 23A product is certified for a SPECIFIC release of an operating system
Question à
. (OS) on a particular hardware platform. For example, Oracle Database
revoir 
(11.2.0.3.0) on Oracle Solaris 11 (SPARC)
(1) Points

Vrai

Faux

Correct

24You are preparing an upgrade plan for Oracle Database Vault. If you
Question à
. create a Certifications search, you will be able to see support
revoir 
information for this product that includes End dates for Premier
(1) Points
Support, Extended Support, and Sustaining Support.

Vrai

Faux

Correct

Patches and Updates

(Répondez à toutes les questions de cette section.)

25To download a specific patch, you must have Patch Download Access
Question à
. in your account that matches the Download Access on the patch AND
revoir 
your customer user administrator (CUA) must set Access Patches to
(1) Points
DOWNLOAD (not View Only) for your account.

Vrai

Faux
 Correct

26The product name used by the patch system in My Oracle Support is

Question à
. the same as the product name used for service requests or the
revoir 
Knowledge base. To find the product name, start entering the product
(1) Points
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

Vrai

Faux

Correct

27Regardless of your specific Oracle products, the general process to

Question à
. download patches in My Oracle Support is usually the same.
revoir 
(1) Points

Vrai

Faux

Correct

28Patch Plans are available for all products and do NOT require the use
Question à
. of configurations.
revoir 
(1) Points

Vrai

Faux

Correct

29What is a Patch Advisor?

Question à
.
 revoir 
(1) Points

A type of Lifecycle Advisor in My Oracle Support that co-locates

patching information in areas such as Upgrade Advisors and
Patching & Maintenance Advisors
The Patch Advisor is the Readme file included with all Patches
that provide specific install information
A specific patch search in My Oracle Support that only focuses on
patch information
A tool that you can download that will analyze the patches on
your system to confirm you are on the latest patch set
None of the above

Correct

30Your colleague, Jane, needs to find a patch in My Oracle Support. She

Question à
. wants to know a fast and easy way to locate a patch for Primavera.
revoir 
You recommend that she click on the Patches & Updates tab and then
(1) Points
use the Product or Family search. She can input the product name
and use the filters to search.

Vrai

Faux

Correct

31Your
Question à
. Communit
revoir 
y e-mail
(1) Points
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?

(Choisir toutes les réponses correctes)

Make sure you FOLLOW only top-level communities

to reduce emails
There is nothing you can do to filter the number of
emails you receive
Validate that you are NOT following the top-level My
Oracle Support (MOSC) Community as you get email
for EVERY update in every space.
From the dropdown next to your name, select
(Preferences) and review your Email Preferences.
Make changes to best meet your objectives.

Correct

32. You heard about a new community and want to check it

Question à
out. When you open My Oracle Support Community, you
revoir 
only see a few options listed in the SPACES YOU
(1) Points
FOLLOW pane (left navigation). What do you need to do
to locate a new community?

Ask your Customer User Administrator (CUA) to

change your Community access settings under My
Account
From the navigation banner, click the Space List
down arrow, locate a space of interest (for example:
Middleware MOSC) and then click on it to view the
associated sub-spaces
View the new communities created this week in the
Spotlight Area.
Log a non-technical Service Request
None of the above

Correct

33. You have a question regarding Oracle Database. You are

Question à
new to the community framework and are not sure how to
revoir 
locate a relevant Database-oriented community. What is
(1) Points
your best approach? Check all that apply.

(Choisir toutes les réponses correctes)

Using the banner navigation, click the Space List

down arrow, locate the Oracle Database MOSC space
and click it view the related sub-spaces
 Open a non-technical Service Request
Post this question in the Using My Oracle Support
Community
You can type in your Database question in the search
bar and drill into likely answers to identify a Database
Community for your area of interest.

Incorrect

34. You want to post a question to a My Oracle Support

Question à
Community. How do you locate the correct community
revoir 
for your product and type of question?
(1) Points

Ask your Customer User Administrator to grant you

access to the community in question and it will appear
the next time you log in
Post your question in the Using My Oracle Support
community to make sure as many users as possible
can view it.
Log a technical Support Request for assistance
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

Correct

35. Which of the following attributes describe the value of

Question à
My Oracle Support Community?
revoir 
(1) Points

Available to users 7x24x365. You can always engage

in the global community at a convenient time in your
work day
Each community is staffed with a special set of
Oracle support engineers who engage exclusively
with online questions
Leverage the shared experience of your peers and
subject-matter experts to quickly expand your
knowledge and awareness
Using communities allows you to bypass the standard
Service Request creation process in My Oracle
Support and fast-track your issues
Both 1 and 3

Correct
 36. If you have general questions about My Oracle Support
Question à
and have not found answers in the help menu or in the
revoir 
knowledge base, a best practice is to post your question to
(1) Points
Using My Oracle Support Community.

Vrai
Faux

Correct

Best Practices for Hardware and Software

(Répondez à toutes les questions de cette section.)

37. EXAchk supports all supported hardware types, operating

Question à
systems, firmware versions, and Oracle versions for
revoir 
specific Oracle engineered systems.
(1) Points

Vrai
Faux

Correct

38. Based on what we covered in the learning content, why

Question à
should you make the Oracle Toolbox a favorite for your
revoir 
personalized toolkit? What is the direct benefit to you?
(1) Points

This allows you to easily download the Oracle

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

Correct

39. Oracle Auto Service Request (ASR) is part of Oracle's

Question à
proactive services.
revoir 
(1) Points

Vrai
Faux
 Correct

40. The Oracle Toolbox we highlighted in the learning

Question à
content is a catalog of product-based and generic tools. It
revoir 
offers a single source to quickly start building your
(1) Points
diagnostics and health toolkit.

Vrai
Faux

Correct

41. If you wanted to run a health check against Oracle E-

Question à
Business Suite, what tool is the right choice?
revoir 
(1) Points

EXAchk
ORAchk
Oracle Services Tools Bundle (STB)
Oracle Service Request (ASR)

Correct

42. Some of the benefits of leveraging ORAchk in your

Question à
business include risk reduction, automated proactive
revoir 
warnings, ability to run it in your environment, and
(1) Points
reports via email.

Vrai
Faux

Correct

Create and Manage Service Requests

(Répondez à toutes les questions de cette section.)

43. Management attention is about bringing the right

Question à
resources to your Service Request, improving the
revoir 
communication process, and creating an action plan to
(1) Points
resolve your issue.

Vrai
Faux

Correct
44. A recommended best practice is to organize all the data
Question à
associated with your issue BEFORE you initiate a new
revoir 
Service Request. A Fully Qualified SR provides Oracle
(1) Points
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.

Vrai
Faux

Correct

45. The following is a common problem that Users encounter

Question à
when trying to log a Service Request. They do not have
revoir 
the correct access level in My Oracle Support and/or do
(1) Points
not have the correct Support Identifier approved and
associated with their account

Vrai
Faux

Correct

46. A User with Create and Update access can log a Service
Question à
Request in My Oracle Support by selecting Create SR on
revoir 
the Service Requests tab
(1) Points

Vrai
Faux

Correct

47. You have heard a lot about the importance of logging

Question à
detailed service requests in the accreditation series. Why
revoir 
does it really matter to you as a user? Correctly identify
(1) Points
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
 Correct

48. Users create a new Service Request by moving through a

Question à
structured step-by-step process that starts by asking the
revoir 
User to identify the Severity BEFORE describing the
(1) Points
problem

Vrai
Faux

Correct

Mobile My Oracle Support

(Répondez à toutes les questions de cette section.)

49. You are able to CREATE a new Service Request using

Question à
the Mobile My Oracle Support interface
revoir 
(1) Points

Vrai
Faux

Correct

50. You receive a Tweet from Oracle while you are in a

Question à
meeting. There is some interesting information about one
revoir 
of your products. You can quickly log into Mobile My
(1) Points
Oracle Support and search the knowledge base to get
more details to share with your colleagues during the
meeting.

Vrai
Faux

Correct

51. How do you access Mobile My Oracle Support?

Question à
revoir 
(1) Points

There is a unique URL for Mobile My Oracle Support

access.
You open a Service Request and ask for special
privileges
You have to download the app from the primary
portal and load it to your smart phone
 There is a button on My Oracle Support home page
that allows you to jump to the mobile application

Correct

52. The two main functions you can accomplish in Mobile

Question à
My Oracle Support are to VIEW and UPDATE Service
revoir 
Requests and search the knowledge base
(1) Points

Vrai
Faux

Correct

53. You are a CUA for your company. You are currently in a
Question à
three-day organizational meeting and are concerned about
revoir 
getting behind on new user requests for access to My
(1) Points
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.

Vrai
Faux

Correct

54. The Mobile My Oracle Support application is only

Question à
available to Users with the Customer User Administrator
revoir 
(CUA) role
(1) Points

Vrai
Faux

Correct

Oracle Support Policies

(Répondez à toutes les questions de cette section.)

55. For some product and release combinations on the

Question à
Certifications tab, you may be able to view Ongoing
revoir 
Support information related to availability of patches for
(1) Points
that combination.

Vrai
Faux
 Correct

56. What is the RECOMMENDED approach to resolve the

Question à
issue of not being able to download a specific patch for a
revoir 
Product (after the Support Date has passed).
(1) Points

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

Correct

57. The Lifetime Support Stages for your Oracle Products

Question à
are: Premier Support, Extended Support, and Sustaining
revoir 
Support.
(1) Points

Vrai
Faux

Correct

58. What are the recommended ways to locate content about

Question à
the End Date of support for a product? Select all that
revoir 
apply.
(1) Points

(Choisir toutes les réponses correctes)

Call your Oracle Sales or Account Representative

Access oracle.com and locate the technical and
lifetime policies under the Support tab
Use the Certifications tab and review the support-
specific content
Log a Service Request and request information about
support dates

Correct

59. What is the BEST method to stay informed about the

Question à
latest information on Oracle Technical Support policies?
revoir 
(1) Points
 Set up Hot Topics E-mail notifications and select
Support Policies as the KM document type
Log a Service Request and ask Support to provide
information about support policies
Bookmark the Oracle Support Technical Support
Policy page and visit it when you have a question
Download the Oracle Technical Support Policies and
use these as your reference guide

Correct

60. You want to see a Support Benefits comparison table to

Question à
understand what is covered in Premier, Extended, and
revoir 
Sustaining Support. What is the recommended approach
(1) Points
to access the table and complete your review?

Post a question to the Using My Oracle Support

Community
Log a non-technical Service Request
Mark the Oracle Lifetime Support Policies
(Document 971415.1) a favorite in My Oracle
Support
Locate the Lifetime Support Benefits table on the
Oracle Lifetime Support Policies page to review the
details in the comparison table

Correct