1. This stage of Life time Support provides technical support, including ac

cess to our online support tools, knowledge bases, and technical support experts
. It is available for as long as you license your Oracle products. Mark fo
r Review
(1) Points

Lifetime Support Policy

Premier Support

Extended support

Sustaining Support (*)

None of the above

Correct Corrrect

2. This resource brings you news, technical content, and te

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

Transfer of Information (TOI)

Customer Services Catalog

Sustaining Support

Lifetime Support Policy

Newsletters (*)

Correct Corrrect

3. This online assessment tool is designed to share Global

Software Support good practices across 5 domains - Strategy, Process, People, Te
chnology and Governance â  with the goal to help customers get maximum value from the
ir Oracle investments Mark for Review
(1) Points

Newsletters
 

Transfer of Information (TOI)

Sustaining Support

Customer Services Catalog

Customer Success Self-Assessment (*)

Correct Corrrect

4. This region contains the capability to drill down and se

e the details for any of the systems in your collected configurations. You can c
ompare point in time history of your systems as well, allowing you to identify a
ny changes that have occurred over time. Mark for Review
(1) Points

Systems region (*)

Getting started region

Service Request region

Draft Service Request region

News region

Correct Corrrect

5. It is an integrated, multichannel, online collaboration

portal that leverages the latest Web 2.0 technologies to provide real-time acces
s to Oracleâ s knowledge repository. It is a venue where customers exchange knowledge
 with an extensive network of peers and Oracle experts. Mark for Review
(1) Points

DB Upgrade companion

Support Diagnostics Tools

Maintenance Wizard
 

Configuration manager

My Oracle Support Community (*)

Correct Corrrect

6. This region allows for quick and easy monitoring of all your open issues
 right at the dashboard. Mark for Review
(1) Points

Draft Service Request region

Service Requests region (*)

Knowledge region

Getting started region

News region

Correct Corrrect

7. Patches and Updates tab- This functionality has been com

pletely redesigned with the migration from Metalink and Metalink 3 to My Oracle
Support. This tab now provides the user with a dashboard centric, Patch Home Pag
e allowing the user to: Mark for Review
(1) Points

(Choose all correct answers)

Search for patches by Patch Number, Product, Product Family and Saved Se
arches through the Simple Search option (*)

Ability to view and download patches from the Patch Recommendations and
Search capability Viewing Patch and Update Information in the My Oracle Support
interface (*)

Identifying collections of patches which a customer might want to consid

er applying as a group. (*)

Provides Patch Recommendations making it easier to obtain and deploy fix

es for known critical issues (*)
 

You will be presented with information about how many customers have dow
nloaded that particular patch. (*)

Correct Corrrect

8. True or False. Browse knowledge allows users to navigate

 through the product hierarchy to specific folders of content in order to elimin
ate noisy results generated from generic queries against the entire knowledge ba
se. Searching the knowledge base using the browser feature is a support best pra
ctice and is the best way to access product specific information. Mark fo
r Review
(1) Points

False

True (*)

Incorrect Incorrect, refer to the Creating Customer Value training

 for more information

9. To customize the Regions on the Main Dashboard you can d

rag-and-drop those you want included and rearrange them according to how you wan
t them to show up. Within the Content of a Region you can do the following: (Cho
ose all that applies) Mark for Review
(1) Points

(Choose all correct answers)

Resize, re-order, sort, add or remove the region (*)

Group the content within the region (*)

Export directly to a CSV file or Print a view. (*)

Minimize or maximize the region (*)

Each region is context-sensitive with right-click menus. (*)

Correct Corrrect

10. List ALL what is is available within the â Getting Startedâ regio

n. Mark for Review
(1) Points
 

(Choose all correct answers)

Contains valuable information to assist new users in navigating the port

al and to make full use of the portal functionality. (*)

You will find an overview of My Oracle Support. (*)

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

Contains links on how to best utilize the configuration manager. (*)

None of the above

Correct Corrrect

11. Product Information Centers are one stop shops maintained within our kno
wledge base that contain information about specific products and releases.
 Mark for Review
(1) Points

True (*)

False

Correct Corrrect

Oracle's Lifetime Support Policy

(Answer all questions in this section)

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

ications Life Cycle Mark for Review
(1) Points

True (*)

False

Correct Corrrect
 

13. Lifetime Support is only Applicable to which of the foll

owing Oracle Products? Mark for Review
(1) Points

JDEdwards

PeopleSoft

Oracle E-Business

Siebel

All of the above (*)

Incorrect Incorrect. Refer to the Lifetime Support training for mo

re information.

14. Certifications with most New Third Party Products/Versio

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

Premier Support (*)

Extended Support

Sustaining Support

Premier & Extended Support

None of the Above

Correct Corrrect

MVSP Overview
(Answer all questions in this section)

15. There are no call restrictions with other members at the

 TSANet Mission Critical level Mark for Review
(1) Points

True (*)
 

False

Correct Correct

MVSP Overview
(Answer all questions in this section)

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

multiple vendor computing environment? Mark for Review
(1) Points

Complexity of MVS environments

Rising Multi-Vendor Support Activity

Expanding call Resolution Times

Prohibitive Training Demands for technical analysts

none of the above (*)

All of the above

Correct Correct

17. Which of the following statements are Partner requiremen

ts for participation in the Multi-Vendor Support Program (MVSP)? Mark fo
r Review
(1) Points

(Choose all correct answers)

Partner must apply and received confirmation of acceptance for use of th

e MVSP benefit. (*)

Partner must be a current OPN member in good standing. (*)

Partner must be trained on all Oracle products they wish to engage with
Oracle Support through the MVSP.

Partner must be accepted into all Product Focus Areas in order to partic
 

ipate in the MVSP.

Partner must have a published profile in OPN Solutions Catalog. (*)

Correct Correct

18. Which of the following statements are Partner requiremen

ts for collaboration in the Multi-Vendor Support Program (MVSP)? Mark fo
r Review
(1) Points

(Choose all correct answers)

Partner must direct Mutual Customers to contact Oracle Support directly

on Oracle-related issues.

Partner must establish their own severity levels and response timeframes
 for Mutual Customer support issues.

Partner must provide the Mutual Customerâ s support identification number whe
n collaborating with Oracle Support. (*)

As part of the MVSP, Partners have the option of collaborating with Orac
le Support on a Mutual Customer support issue.

Partner must provide and maintain standard contact and escalation inform
ation for the MVSP. (*)

Correct Correct

19. A "Mutual Customer" under the Multi-Vendor Support Progr

am must have an active support contract with BOTH Oracle and a participating Par
tner. Mark for Review
(1) Points

True (*)

False

Correct Correct
 

Oracle Support Basics

(Answer all questions in this section)

20. Which of the following does not apply to Oracle Collabor

ative Support? Mark for Review
(1) Points

Used by Support Engineers for problem verification

Used by Support Engineers for real time viewing of error messages and lo
g and trace files

Accessed via My Oracle Support

Used by Support Engineers to demonstrate functionality (*)

Correct Correct

21. Which 3 of the following does My Oracle Support allow you access to?
 Mark for Review
(1) Points

(Choose all correct answers)

Oracle User Community (*)

Oracle Education Schedules

Patches (*)

Bug information (*)

Correct Correct

22. Which of the following is not normally provided via My O

racle Support Mark for Review
(1) Points

Certification information

Access to SR logging

Certified Advantage Partner Criteria (*)

 

Diagnostic Tests

Correct Correct

23. Which tool allows Oracle to connect to a customer's syst

em and view information? Mark for Review
(1) Points

RDA (Remote Diagnostic Agent)

SR (Service Request)

MCP

OCS (Oracle Collaborative Support) (*)

Correct Correct

24. True or False? The most effective way to escalate an SR

is to contact your Oracle Partner Manager Mark for Review
(1) Points

True

False (*)

Correct Correct

25. What is the most effective way to escalate a SR?

 Mark for Review
(1) Points

Call into Support

Update SR in My Oracle Support and then call into Support (*)

Via your Oracle Account Manager

Update My Oracle Support

 

Correct Correct

26. How do you report a bug to Oracle Development Mark for Review
(1) Points

Contact Oracle Support and they will give you a number for Development

Contact Development via Oracle Partner Manager

Contact Development direct

Contact Oracle Support and they will raise a bug with Development if app
ropriate (*)

Correct Correct

27. Who retains ownership of the SR? Mark for Review

 
(1) Points

Shared ownership throughout (*)

Starts with Oracle and then moves back and forth

Starts with Partner and then moves back and forth

Oracle retains ownership throughout

Correct Correct

28. If you wish to escalate further up the Oracle Management

 chain what must you have in place? Mark for Review
(1) Points

OCS session arranged

Authorisation from your Oracle Account Manager

An additional business case

 

Escalation contacts further up your internal organisation (*)

Correct Correct

My Oracle Support
(Answer all questions in this section)

29. Oracle recommends that customers install CPU Patches imm

ediately Mark for Review
(1) Points

True (*)

False

Correct Corrrect

30. Lifecycle PowerView Filter requires Configuration

 Mark for Review
(1) Points

True (*)

False

Correct Corrrect

31. The following filters are available in PowerView Mark for Review
 
(1) Points

(Choose all correct answers)

Host Name, Lifecycle, Platform and Product (*)

SR Owner, SR Creation Date, SR Closure Date

Support Identifier, System Description, System Name (*)

 

Custom System Properties (*)

None of the Above

Correct Corrrect

32. The Service Request Home Page contains Service Requests,

 Draft Service Requests and Bug Summary Mark for Review
(1) Points

True (*)

False

Correct Corrrect

My Oracle Support Community

(Answer all questions in this section)

33. This is the region where the Community Members can follo
w as their rank grows through their continued community participation. Mark fo
r Review
(1) Points

The News and Announements region

The Rank region (*)

The Getting started region

The Recent content region

The Tags region

Correct Correct

34. Participation in My Oracle Community has some guidelines

. Oracle's Support Community is not for: Mark for Review
(1) Points

(Choose all correct answers)

 

â¢Disparaging Oracle, its products, employees, customers, partners or anyone

else. (*)

â¢Interacting with other members of the Oracle Support community.

Sharing your ideas about Oracle and our products.

Sharing offensive or inappropriate material. (*)

Sharing offensive or inappropriate material. (*)

Correct Correct

35. In My Oracle Support content this represents a collectio

n of Communities. Often, organize in a tree structure so members can easily find
 the topics which are listed. Mark for Review
(1) Points

Community

Messages

Categories (*)

Discussions

Threads

Correct Correct

36. This tab in the My Oracle Support community is where your contact inform
ation including an alias can be defined and updated. Mark for Review
(1) Points

Profile tab (*)

Private Messages tab

People finder tab

 

Discussions tab

Tags tab

Correct Correct

37. True or False. Another community benefit is the Rewards

and Recognition Program. In this program, we find opportunities to recognize use
rs for their participation and success within the community. Mark for Review
 
(1) Points

True (*)

False

Correct Correct

38. This business tool - My Oracle Support Community gives y

ou:- Mark for Review
(1) Points

(Choose all correct answers)

Immediate access to an extensive network of resources to locate answers

to your questions (*)

access to Oracle experts, industry peers, and an aggregate of knowledge

resources (*)

Access to resolution information Support as well as the robust search ca

pability against collective community knowledge. (*)

A venue to share best practices and knowledge with peers and experts. (*
)

None of the above

Correct Correct
 

Oracle Collaborative Support Program

(Answer all questions in this section)

39. To join a web conference , while , the Conference ID is

the same as the SR# , the Conference Key is your Mark for Review
(1) Points

Partner ID

Email Address

CSI ( Customer Support Identifier) (*)

First name of the Employee joining OWC

None of the above

Correct Correct

40. Oracle Collaborative Support is accessed via which of th

e following: Mark for Review
(1) Points

My Oracle Support (*)

Oracle.com

OPN

Google Tools

None of the Above

Correct Correct

41. Voice streaming enables the host to broadcast his voice to attendees, an
d the attendees can listen to the host either through their telephone or through
 their PC speakers. Mark for Review
(1) Points

True (*)
 

False

Correct Correct

How to Escalate a Service Request within Oracle Support

(Answer all questions in this section)

42. A Customer should ensure the following before requesting

 for a Service Request Escalation Mark for Review
(1) Points

Review the Service Request for correctness of problem statement

Update SR with business impact

Update SR with milestone date

Assess the appropriateness of severity level

All of the above (*)

Incorrect Incorrect. Refer to the How to Escalate a Service Reques

t within Oracle Support training for more information.

43. The most effective way to escalate a SR is to Mark fo

r Review
(1) Points

Update SR in My Oracle Support and then call into Support (*)

Update the SR with escalation request via My Oracle Support

Via your Oracle Account Manager

Call into the Support Hotline number

Incorrect Incorrect. Refer to the How to Escalate a Service Reques

t within Oracle Support training for more information.
 

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)

44. What the customers want? Customers want and expect the f
ollowing from Oracle and itâ s partners. Select all that applies. Mark for Review
 
(1) Points

(Choose all correct answers)

Be the Center of Attention when they have Needs â  they want to feel they hav
e priority and attention when issues arise. (*)

expect us to be proactive and to anticipate their wants and needs (*)

staff needs to be proficient in all available communication options and

know when to appropriately use each (*)

Effectively read customerâ s preferred communication style (*)

None of the above

Correct Correct

45. Superior Ownership Experience is all about relationships

, trust, commitment, communication, doing the right thing Mark for Review
 
(1) Points

True (*)

False

Correct Correct

46. It is good communication practice to train staff to shield customers fro

m internal issues â  maintain professionalism and confidence when in front of custome
r if internal roadblocks are encountered. Mark for Review
(1) Points

True (*)

False
 

Correct Correct

47. The primary difference between making unhappy customers

happy and making happy customers even happier is the point of initiation. With u
nhappy customers, even if you did not know why they were unhappy before speaking
 with them, you can be certain that you soon will learn the reason for their unh
appiness. Once you know why they are unhappy, it is relatively easy to plot a co
urse of action to convert them into a happy customer. Mark for Review
(1) Points

True (*)

False

Correct Correct

48. Benefits of Customer Soft-Skills training program will e

nable partners to: Mark for Review
(1) Points

(Choose all correct answers)

Become recognized part of a high performing organization (*)

Help to develop and improve skills communications (*)

Achieve industry leadership (*)

Create a supreme ownership experience to their end customers (*)

Better understand customer expectations (*)

Correct Correct

49. To help build an effective customer service model for yo

ur business itâs important to identify and build an effective communication and know
ledge model based on the similarities and common characteristics of your custome
rs. Mark for Review
(1) Points

True (*)
 

False

Correct Correct

50. A great deal of customer escalations can be prevented by

 awareness of customer on knowing what to expect. . Mark for Review
(1) Points

True (*)

False

Correct Correct