Oracle Database Appliance Assesment

Review your answers, feedback, and question scores below.
An asterisk (*)
indicates a correct answer.
WZD-SSX64-301: X64 Server System Overview

(Answer all questions in this section)
1. A customer calls into the call center with a memory upgrade question. The
customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170
M3 Server) and needs to know what 8 Gbyte memory to order. Which DIMM
density creates a total server memory of 512 Gbytes if used on all of its memory
slots ?
(1/1) Points
8-Gbyte
32-G-byte (*)
16 G-byte
4-Gbtye
Correct
2. A customer calls into the call center with an issue. He wants to upgrade the
memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some
assistance on how perform the upgrade. Select the action plan that lists the
steps taken to solve the customer's problem.
(0/1) Points
Created and sent the customer an email with the memory replacement
procedure.
Provided the customer with a link to the server’s System Handbook entry and
directed him to the Service Manual’s memory population rules. (*)
Provided the customer with a link to the server’s Service Manual.
Provided customer with the location of the of the memory replacement
procedure.
Incorrect. Refer to the X64 Server System Overview training for more information.
3. Which disk bus is supported on the Sun Fire X2270 server without adding
addition PCIe cards?
(1/1) Points
SAS
SATA (*)
IDE
SCSI
Correct
4. Which operating system is NOT supported on the Sun Server X2-8 (Sun Fire
X4800 M2 Server)?
(1/1) Points
Oracle Enterprise Linux 6.0
Windows 2003 (*)
SUSE Linux Enterprise Server (SLES) 11 SP1
Oracle Virtual Machine (OVM) 2.2.1
Oracle Solaris 11 Express
Correct
5. A customer calls into the call center with a memory upgrade question. The
customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170
M3 Server) and needs to know what 8 Gbyte memory to order. Select the
problem statement that characterizes the customer's problem.
(0/1) Points
Customer is asking for the part number of the 8-Gbyte DIMM that he can
order (*)
Customer is asking what type of memory is in his server
Customer doesn't know what density of memory to order
Customer is requesting how to upgrade his memory
Incorrect. Refer to the X64 Server System Overview training for more information.
6. A customer calls into the call center with a question. The customer wants to
prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3)
rackmount server, but has misplaced the documentation. The customer's
immediate needs are the dimensions, weight and power requirements of the
unit. Select the action plan that lists the steps taken to solve the customer's
problem.
(1/1) Points
Provided the information to the customer from the getting started guide for this
server.
Directed the customer to the Oracle Documentation website.
Provided the customer with the link to the server’s System Handbook and guided
the customer to where the dimensions, weight and power requirements of this
server could be found. (*)
Passed the customer issue to the back-line engineers.
Correct
7. A customer calls into the call center and says she has experienced a fan failure
on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site
service to provide warranty service to replace the defective fan module number
4 on her server. Which problem statement characterizes the customer's
problem?
(1/1) Points
Customer is reporting fan module failure
Customer is reporting server cooling problems and is requesting on-site support
for replacement
Customer is requesting on-site support for a server cooling problem
Customer is reporting fan module number 4 failure and is requesting on-site
support for replacement (*)
Correct
8. A customer calls into the call center to ask a question about setting up a
server. The customer wants to know which ports to use to configure the server,
where the ports are located, and how to access them. What documentation
would you recommend to the customer for information about the server
configuration (select 2)?
(Choose all correct answers)
(0/1) Points
ILOM Guide (*)
Startup Guide
Installation Guide (*)
Administration Guide
Incorrect
9. A customer calls into the call center and says she has experienced a fan failure
on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site
service to provide warranty service to replace the defective fan module number
4 on her server. Which link provides direct access to a document repository that
contains documents on fan replacement procedures?
(1/1) Points
http://my.oracle.com/site/pd/sss/products/index.html
http://my.oracle.com/index.htm
http://www.oracle.com/technetwork/indexes/documentation/index.html (*)
http://www.oracle.com
Correct
where the ports are located, and how to access them. Which problem statement
characterizes the customer's problem?
(1/1) Points
Customer needs the correct port to access system.
Customer is asking for on-site help to set up the system.
Customer needs to know the default account and password for the serial port.
Customer needs to know which server port, the serial cable to use, the need for a
terminal server on the laptop, as well as the system default account and
password. (*)
Correct
where the ports are located, and how to access them. Which port should be
accessed first?
(1/1) Points
Ethernet port
Video port
Network Management port
Serial Management port (*)
Correct
12. A customer calls into the call center with a question. The customer wants to
prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3)
rackmount server, but has misplaced the documentation. The customer's
immediate needs are the dimensions, weight and power requirements of the
unit. Which of the following documents would you recommend for the customer
to locate Sun Server X3-2L rack mount requirements (select 2)?
(1/1) Points
Site Planning Guide (*)
Administration Guide
Sun System Handbook (*)
Programming Guide
Operating System Installation Guide
Correct
where the ports are located, and how to access them. Which action plan lists the
steps taken to solve the customer's problem?
(1/1) Points
Informed customer that the port to use was one of the Ethernet ports and
provided the default account number (root) and password (changeme)
Dispatched field engineer to assist customer in configuring system
Provided customer with the location of the serial port to access ILOM, the serial
cable to use, the need for a terminal server on the laptop, along with the default
account (root) and password (changeme). (*)
Provided customer with system password
Correct
14. Which x86 server uses AMD-based CPUs?

(1/1) Points
Sun Fire X4250 server
Sun Fire X4140 server (*)
Correct
15. How many power supplies does the Sun Fire X2250 server support?
(1/1) Points
One (*)
Four
Two
Correct
16. A customer calls into the service center and reports that his Sun Fire X4200
Server cannot access the LSI Configuration utility when CNTRL-C is applied while
booting the server. Which document may relate to the customer's issue?
(1/1) Points
Doc ID 1000873.1 (FAB)
Doc ID 1001307.1 (FAB)
Doc ID 1017415.1 (FAB)
Doc ID 1000817.1 (FAB) (*)
Correct
booting the server Can the BIOS and LSI firmware be updated if you use the
latest ILOM software package (True or False)?
(1/1) Points
True (*)
False
Correct
18. Which of the following can be included in FABs?

(1/1) Points
Field Change Orders (FCOs)
All of the above (*)
Hardware issues
Field Information Notice (FINs)
Correct
19. A customer called the service center and is complaining that his Sun Blade
X6250 server blades on his Sun Blade 6000 Modular System are intermittently
shutting down. If you know this problem has occurred before, which type of
document may provide information to resolve the customer's problem (select 2)?
(1/1) Points
Installation Guide
Alerts (*)
Administrative Guide
Field Action Bulletins (FAB) (*)
Service manual
Correct
20. A customer called the service center indicating that the Pc Check diagnostic
scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The
customer recently upgraded the memory on this server). Possible impacts
include replacement of the wrong DIMMs when PcCheck is used to diagnose a
memory problem(True or False)?
(1/1) Points
True (*)
False
Correct
customer recently upgraded the memory on this server). Which component is
called out by the document as one of the root causes of the problem?
(1/1) Points
SP and BIOS firmware
OS software
Older PC Check versions (*)
SP and ILOM firmware
Correct
shutting down. Which problem statement characterizes the customer's problem?
(1/1) Points
Customer called to get a replacement Sun Blade X6250 server blade because it is
intermittently shutting down
Customer is reporting that his Sun Blade 6000 Modular System is intermittently
shutting down.
Customer is reporting an intermittent AC power problem
Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade
6000 Modular System are intermittently shutting down. (*)
Correct
booting the server What is called out by the document as the root cause of the
problem?.
(1/1) Points
Firmware (*)
DIMM
Motherboard
CPU
Correct
booting the server. Which problem statement characterizes the customer's
problem?
(1/1) Points
Customer cannot access the LSI Configuration utility
Customer’s server cannot boot.
Customer needs has a hardware problem interfering with access to the LSI
utility (*)
Customer cannot access BIOS
Correct
customer recently upgraded the memory on this server). Which problem
statement characterizes the customer's problem?
(1/1) Points
Customer’s PcCheck does not recognize a faulty DIMM. (*)
Customer BIOS firmware needs to be upgraded.
Customer’s ILOM firmware needs to be upgraded.
Customer is having memory problems..
Correct
26. Which document would you use to find the rack mount procedure of the Sun
Server X3-2L (Sun Fire X4270 Server M3)?
(1/1) Points
Installation Guide (*)
OS Installation Guide
Getting Started Guide
Service Manual
Correct
shutting down. Which component is called out by the document as the source of
the problem?
(1/1) Points
Server blade
Fans
Power supplies (*)
Chassis slot
Correct
shutting down. Select the action plan that lists the steps taken to solve the
customer's problem.
(1/1) Points
Ordered a new power supply for the customer.
The Alert 243486 is a possible cause and solution to the customer’s problem.
This Alert was referenced in the call.
The Doc ID 1001128.1 (FCO) is a possible cause and solution to the customer’s
problem. This FAB was referenced in the call. (*)
Provided the customer with the document that lists the steps to solve his
problem.
Correct
29. If a customer has a failure of a Sun Server X3-2L (Sun Fire X4270 Server M3 )
power supply, what link within the system handbook can you reference to find a
part number for a replacement ?
(1/1) Points
Field Action Bulletins (FABs)
Full Components List (*)
Hardware Specifications
Problem Resolution
Correct
customer recently upgraded the memory on this server). Which action plan lists
the steps taken to solve the customer's problem?
(1/1) Points
Ordered a new DIMMs for the customer.
Provided the customer with the document to use that lists the steps to solve the
problem.
Performed a workaround specified in CR 6603341as a temporary fix then
scheduled maintenance time with the customer to upgrade SP, BIOS and Pc
Check software. (*)
Scheduled maintenance time with the customer to replace faulty DIMMs called
out by PcCheck.
Correct
31. A customer called the service center with a question on a server's network
management port. The customer is trying to configure his network management
port on his X4540 server so that he can access it from his management network.
He is not familiar with the network management facility and commands he
needs to perform. How would you describe the location of the network
management port to the customer?
(1/1) Points
The RJ-45 connector on the front of the server labeled SER MGT
The RJ-45 connector on the front of the server labeled NET MGT
The RJ-45 connector on the rear of the server labeled NET MGT (*)
The RJ-45 connector on the rear of the server labeled SER MGT
Correct
32. The Sun field technician needs assistance in ordering a replacement Sun
Blade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270
M3) server blade in the customer's chassis. Which action does NOT need to be
performed in the Sun Blade X3-2B (X6270 M3) removal process?
(0/1) Points
Remove any front panel cabling
Hold down the power button on the server blade for 4 seconds or perform a
stop /SYS ILOM command
Power down the Sun Blade 6000 Modular System chassis (*)
Pull open the server blade's top and bottom handles.
Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training
for more information.
33. A customer called the service center and reported an OS error message that
indicates that power supply 0 of their X4240 server has failed and is offline. The
X4240 is still running but the customer wants to replace the power supply
without disturbing the server's operation, to re-establish the power redundancy.
Select the one most appropriate action plan based on the customer’s
information and the solution to their problem.
(0/1) Points
Verified that a power supply hot swap replacement can be performed on the
customer's X4240 server, then sent the customer the documents that contain the
power supply replacement procedure.
Sent an Oracle field person out to the customer site to perform the power supply
replacement.
Verified that a power supply hot swap replacement can be performed on the
customer's X4240 server then sent an Oracle field person to perform the
replacement. (*)
Provided the customer with the location of the procedure to use to perform the
replacement along with the part number of a replacement power supply.
Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training
for more information.
M3) server blade in the customer's chassis. Which type of document provides the
procedure to perform the replacement task?
(1/1) Points
Alerts
Product notes page 10
Service manual (*)
Installation manual
Field Action Bulletins (FAB)
Correct
M3) server blade in the customer's chassis. Which of the following is the Sun
Blade X3-2B (X6270 M3) part number that needs to be ordered?
(1/1) Points
599-3725
7020774
7038932 (*)
371-4885
Correct
needs to perform. Which list of commands does the customer use to configure
and activate the management network port using a static IP address?
(1/1) Points
set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set
pendingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set
commitpending=true (*)
set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set
pendingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set
commitpending=true
cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg
pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static
cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg
pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg
commitpending=true
Correct
needs to perform. Select the one most appropriate action plan based on the
customer’s information and the solution to their problem.
(1/1) Points
Sent an Oracle field person out to the customer site to perform the configuration
of the network management port.
Informed the customer that he should use service and installation manual for
the network configuration procedures and pointed out that he should access the
serial port to configure the network port. (*)
Collected and reported the customer's network parameters and passed this call
to the back-line engineers.
Informed the customer that he should use service and installation manual to
locate the procedure on configuring the network port.
Correct
M3) server blade in the customer's chassis. Select the one most appropriate
action plan based on the customer’s information and the solution to their
problem.
(1/1) Points
Reviewed the replacement procedure with the field technician and assisted in
ordering a replacement X6270 M3 server blade. (*)
Collected and recorded all information on the replacement and ordering
procedure and passed the call to the back line.
Provided the field technician with the location of the procedure to perform the
replacement along with the part number of a replacement X6270 M3 server
blade.
Sent the field technician the documents that contains the server blade
replacement and ordering procedures.
Correct
needs to perform. Select the problem statement that characterizes the
customer's problem.
(1/1) Points
Customer needs assistance configuring the serial management port.
Customer needs an Oracle field person to configure his network management
port to his management network.
Customer needs assistance configuring the network management port into his
management network. (*)
Customer needs assistance configuring a network port.
Correct
Select the problem statement that characterizes the customer's problem.
(1/1) Points
Customer needs an Oracle field person to replace the X4240 server power supply
without disturbing the server operation.
Customer needs an Oracle field person to replace the failed power supply.
Customer needs assistance in determining the procedure to replace power
supply 0 on the X4240 server using a hot swap action. (*)
Customer needs assistance installing a new power supply.
Correct
Assume that the Alert Doc ID 1020437.1 is the problem. What should you
recommend to the customer?
(1/1) Points
Check for power supply date code by performing the hot swap of the power
supplies. (*)
Wait for a maintenance period to perform the cold swap of the failed power
supply.
Perform a cold swap of the power supply at your earliest convenience.
Have a Oracle service personnel perform the hot swap of the power supply.
Correct
42. Which is the user interface software for the IPMI utility?
(1/1) Points
IPMIInterface
IPMIAccess
IPMITool (*)
IPMIUser
Correct
without disturbing the server's operation to re-establish the power redundancy.
Which type of documents should you review to determine if it is safe to perform
a power supply hot swap?
(1/1) Points
Installation Manual
ILOM Manual
Programming Manual
FABs, Alerts, and Service Manual (*)
Correct
What action may need to be performed before the failed power supply can be
removed?
(1/1) Points
Slide the server out of the rack
Move the cable management arm (*)
Power off the server
Remove the disk closest to the power supply.
Correct
needs to perform. Which document contains the procedures to perform this
task?
(1/1) Points
OS Installation manual
Programming manual
FABs and Alerts
Service and HW Installation manual (*)
Correct
46. A customer called the support center with a supposed disk problem. He
wants to know which diagnostics are available to test a disk on a X2270 server.
Select a problem statement that characterizes the customer's issue.
(1/1) Points
Customer needs assistance locating diagnostics that can isolate a disk failure. (*)
Customer needs assistance in ordering a replacement disk.

Customer needs assistance upgrading the storage on his X2270 server.
Customer needs assistance locating the X2270 server disk that has failed.
Correct
47. A customer called the service center with a question on IPMI. The customer
uses IPMI to monitor the state of the servers at their site and wants to know if
their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle
documentation that covers IPMI, and where they can get software to access
IPMI's user interface from their new server's OS. What is the latest version of
IPMI that is supported on the X4270 M3 server?
(1/1) Points
2 (*)
1
2.5
1.5
Correct
48. A customer calls the service center with a fan failure message that involves
fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know
what she should do at this point because the system is up and running. Once the
customer locates the physical failed fan module, what do you recommend the
customer do?
(1/1) Points
Hot swap the fan. (*)
Call in a field technician to replace the fan.
Wait for a maintenance period to shut down the server to replace the fan.
Shut down the server to replace the fan.
Correct
49. A customer called the service center with a critical problem. He has an X4250
server that has been crashing intermittently after an Oracle technician upgraded
the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade.
Which, if any, of the documents listed related to this issue?
(1/1) Points
Doc ID 1021983.1
Doc ID 1020437.1
None of these documents (*)
Doc ID 1020990.1
Correct
50. A customer called the service center with a question on IPMI. The customer
uses IPMI to monitor the state of the servers at their site and wants to know if
their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle
documentation that covers IPMI, and where they can get software to access
IPMI's user interface from their new server's OS. Which function is NOT
supported by IPMI?
(1/1) Points
Display O/S login information (*)
Display current indicator values
Display an IPMI log
Display current sensor values
Correct
Which diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot?
(0/1) Points
SunVTS
POST
Pc-Check
U-Boot (*)
Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting
Procedures training for more information.
52. Which tool displays the server's hardware configuration on Solaris?

(1/1) Points
prtconfig
prtdiag (*)
ipconfig
config
Correct
53. A customer calls the service center with a suspected host memory error and
wants to know what diagnostics are available to diagnose the problem on Sun
Server X3-2 (X4170 M3 server). Select the most appropriate action plan based on
the customer’s information and the solution to their problem.
(1/1) Points
Provided the customer with the names of the memory diagnostics along with the
links to the diagnostic documentation that explains their function and use, (*)
Sent an Oracle field technician out to the customer's site to diagnose the
memory problem.
Provided the customer with the links to the diagnostic documentation that
explains their function, use, and that corresponds to the X4170 M3 server.
Logged into the customer's X4170 M3 server, ran memory diagnostics, and
isolated the problem down to a single DIMM.
Correct
54. A customer calls the service center with a fan failure message that involves
fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know
what she should do at this point because the system is up and running. Select
the action plan that lists the steps taken to solve the customer's problem.
(1/1) Points
Assisted the customer in locating the X4440 server failed fan module, then sent a
Sun field technician to hot swap the failed fan module.
Collected the error information passed this issue to the backline engineers.
Assisted the customer in locating the X4440 server failed fan module, then
recommended that he hot swap the failed fan module, since he has one in
stock. (*)
Sent the customer the links to the diagnostic guides and service manual.
Correct
55. Which is not a U-Boot mode of operation?

(1/1) Points
Quick
Extended
Normal
Manual (*)
Correct
56. A customer calls the service center with a suspected host memory error and
wants to know what diagnostics are available to diagnose the problem on a Sun
Server X3-2 (X4170 M3 server). On the Sun Server X3-2 (M3 server) are there
DIMM fault LEDs and how are they viewed?
(1/1) Points
Yes, you press the "Fault Remind" button to make the DIMM fault LED
illuminate. (*)
Yes, the DIMM fault LED flashes when the fault occurs.
No, you need to use logs and test results to isolate a DIMM error.
No, you need to perform advanced diagnostics tests to isolate a DIMM error.
Correct
57. Where is Pc-Check program selected to execute from on the X6270 server
blade?
(1/1) Points
ILOM (*)
OBP
BIOS
OS
Correct
Which diagnostic tests the Sun Fire X2270 OS hardware just prior to the OS boot?
(1/1) Points
POST (*)
Pc-Check
U-Boot
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS
Correct
59. A customer called the service center with a critical problem. He has an X4250
server that has been crashing intermittently after an Oracle technician upgraded
the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade.
Which type of documents should you review to determine if there are any bugs
related to this issue?
(1/1) Points
Service Manual
Installation Manual
FABs and Alerts (*)
ILOM manuals
Correct
Which diagnostic should you recommend that the customer use to exercise the
Sun Fire X2270 internal disks from the operating system?
(1/1) Points
Pc-Check
POST
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)
U-Boot
Correct
61. This is another great resource, available to you 24x7 through the Knowledge
Tab in My Oracle Support. This provides access to our extensive database with
more than 800,000 solutions covering the entire range of Oracle products.
(1/1) Points
Patches & Updates tabb
Knowledge Base (*)
Communtiy tab
Service Request tab
Dashboard tab
Corrrect
62. When using the Configuration Manager this region provides the opportunity
to share with Oracle Support the details of what is going on within your
configurations. your support engineer not only has access to your environment
details when working an issue. Engineers have visibility (through projects).
(1/1) Points
Knowledge region
Draft Service Request region
Getting started region
Projects region (*)
News region
Corrrect
63. List all benefits of using My Oracle Support.

(0/1) Points
Answers 1,2 & 3 only
It is Oracle's next generation support platform. (*)
It is the single point-of-entry for all interactions with Oracle Support (*)
It is an easy to navigate, web-based portal that provides personalized, proactive,
and collaborative support. (*)
Provides you access to the My Oracle Support Community, where you can
participate in discussions, and exchange knowledge with an extensive network of
peers and Oracle experts. (*)
Incorrect, refer to the Creating Customer Value training for more information
64. This region contains a breakdown of the different environments including

how the software is distributed among different hosts, database versions,
application server versions, and applications.
(1/1) Points
News Region
Service Request region
Inventory and Usage region (*)
Corrrect
65. The Inventory and Usage region is available even for those who are not using
the Configuration Manager.
(0/1) Points
True
False (*)
66. This stage of Life time Support provides provides you with an extra three
years of support for specific Oracle release for an additional fee.
(0/1) Points
Lifetime Support Policy
Premier Support
Extended support (*)
Sustaining Support
None of the above
67. To customize the Regions on the Main Dashboard you can drag-and-drop
those you want included and rearrange them according to how you want them
to show up. Within the Content of a Region you can do the following: (Choose all
that applies)
(0/1) Points
Each region is context-sensitive with right-click menus. (*)
Minimize or maximize the region (*)
Export directly to a CSV file or Print a view. (*)
Resize, re-order, sort, add or remove the region (*)
Group the content within the region (*)
68. To customize the Regions on the Main Dashboard you can drag-and-drop
those you want included and rearrange them according to how you want them
to show up.
(1/1) Points
True (*)
False
Correct
69. This a a resource available in oracle.com that provides full list of services,
which presents to customers the complete portfolio of Oracle Customer Services
making it easier to find the right services based on their solution lifecycle needs.
(1/1) Points
Newsletters
Customer Services Catalog (*)
Sustaining Support
Transfer of Information (TOI)
Corrrect
70. From this region you can drill down to specific dashboard where you will find
the details on what each health check was looking at, the potential system issues,
what risk is involved with the current setting and suggestions for how to mitigate
that risk.
(1/1) Points
Service Request region
News Region
System Health Region (*)
Corrrect
71. This is another resource containing recorded discussions during which

development outlines functionality included within new product releases.
(1/1) Points
Newsletters
Sustaining Support
Transfer of Information (TOI) (*)
Customer Services Catalog
Corrrect
Oracle's Lifetime Support Policy
72. Extended Support is provided for an how many additional years after
Premier Support ends?
(1/1) Points
3 years (*)
8 Years
5 years
No limit
1 Year
Corrrect
73. Certifications with most New Third Party Products/Versions are covered
under which level(s) of support?
(0/1) Points
Premier Support (*)
Extended Support
Sustaining Support
Premier & Extended Support
None of the Above
Incorrect. Refer to the Lifetime Support training for more information.
74. Premier Support Extends for how many years after a product's release?
(1/1) Points
1 Year
10 years
8 Years
No limit
5 years (*)
Corrrect
MVSP Overview
75. Which of the following statements reflect the value proposition to our Mutual
Customers as a result of the Multi-Vendor Support Program (MVSP)?
(0/1) Points
Increases the risk and costs associated with owning multi-vendor solutions.
Strives to prevent the frustration of “finger-pointing” between vendors and
improves overall satisfaction. (*)
Increases the time to implementation for multi-vendor solutions.
Provides enhanced support value for multi-vendor implementations. (*)
Improves response by having all parties involved in the collaboration. (*)
Incorrect. Refer to the Multi-Vendor Support Program Overview training for more
information.
76. Which of the following statements are Partner requirements for collaboration
in the Multi-Vendor Support Program (MVSP)?
(1/1) Points
Partner must provide the Mutual Customer’s support identification number
when collaborating with Oracle Support. (*)
Partner must establish their own severity levels and response timeframes for
Mutual Customer support issues.
As part of the MVSP, Partners have the option of collaborating with Oracle
Support on a Mutual Customer support issue.
Partner must provide and maintain standard contact and escalation information
for the MVSP. (*)
Partner must direct Mutual Customers to contact Oracle Support directly on
Oracle-related issues.
Correct
77. Which of the following statements are Partner requirements for participation
in the Multi-Vendor Support Program (MVSP)?
(1/1) Points
Partner must have a published profile in OPN Solutions Catalog. (*)
Partner must be trained on all Oracle products they wish to engage with Oracle
Support through the MVSP.
Partner must apply and received confirmation of acceptance for use of the MVSP
benefit. (*)
Partner must be a current OPN member in good standing. (*)
Partner must be accepted into all Product Focus Areas in order to participate in
the MVSP.
Correct
78. There are no call restrictions with other members at the TSANet Mission
Critical level
(0/1) Points
True (*)
False
Incorrect. Refer to the Multi-Vendor Support Program Overview training for more
information.
79. There are no call restrictions with other members at the TSANet Classic level
(1/1) Points
True
False (*)
Correct
Oracle Support Basics
80. Which of the following is not the responsibility of a Support Engineer?
(1/1) Points
Contribute to the knowledge base content
Educate customers on how to use the products (*)
Respond to new incoming SRs
Provide resolutions or workarounds
Correct
81. Where can you find up-to-date information about support tools and
processes?
(1/1) Points
My Oracle Support (*)
OPN (*)
CSI Number
My Configs and Projects
Correct
82. How long will a Oracle Collaborative Support session last?

(1/1) Points
Unlimited
Up to 1 hour
Will take 20 minutes butmaybe dependent on the engineer who is doing the
OCS. (*)
Up to 5 minutes
Correct
83. Which severity should a SR be raised at if there if a minor impact on the

business?
(0/1) Points
Severity1
Severity 2
Severity 4
Severity3 (*)
Incorrect, refer to the Oracle Support Basics training for more information
84. What does escalating a SR mean?

(1/1) Points
Arranging on-site assistance
Bringing Support management attention to the problem (*)
Increasing the severity
Referring to your Oracle Account Manager
Correct
85. When a problem in an SR is putting a project milestone at risk when would be

the most effective time to escalate?
(1/1) Points
2 days before the milestone
As soon as the SR is raised
7-14 days before the milestone (*)
24 hours before the milestone
Correct
86. Which of the following is not normally provided via My Oracle Support
(0/1) Points
Certified Advantage Partner Criteria (*)
Diagnostic Tests
Access to SR logging
Certification information
87. Which of the following is not a benefit of the Oracle Diagnostic Tools?
(0/1) Points
Reduces SR ping-pong
Captures customer configuration information
Customer can log an SR and leave all action with Oracle until resolved (*)
Application customers can run proactive tests
88. How do you report a bug to Oracle Development

(1/1) Points
Contact Oracle Support and they will raise a bug with Development if
appropriate (*)
Contact Development direct
Contact Oracle Support and they will give you a number for Development
Contact Development via Oracle Partner Manager
Correct
My Oracle Support
89. In what ways can you customize your dashboard
(1/1) Points
Minimize and maximize regions
Drag and drop regions
Sort attributes ascending or descending
None of the above
Corrrect
90. Patch Plan shows the planned releases of patches for the different Oracle
Product Lines
(1/1) Points
True
False (*)
Corrrect
91. The following filters are available in PowerView
(0/1) Points
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
Incorrect. Refer to the Using PowerView in My Oracle Support training for more
information
92. You can search for particular Document ID using PowerView

(0/1) Points
True
False (*)
Incorrect. Refer to the Quick Search in My Oracle Support training for more information
My Oracle Support Community
93. Participation in My Oracle Community has some guidelines. Oracle's Support
Community is not for:
(0/1) Points
Sharing offensive or inappropriate material. (*)
•Interacting with other members of the Oracle Support community.
•Disparaging Oracle, its products, employees, customers, partners or anyone
else. (*)
Sharing offensive or inappropriate material. (*)
Sharing your ideas about Oracle and our products.
Incorrect. Refer to the My Oracle Support Community training for more information.
94. This is the region where the message from an Oracle Executive is often
highlighted.
(0/1) Points
The Recent content region
The Spotlight region (*)
The Getting started region
The News and Announements region
The Tags region
95. The Main Community Home page or tab is comprised of a number of regions
including My Communities, Rank, Tags, Top Participants, Community Spotlight,
recent content, getting started, news and announcements, and events
(1/1) Points
True (*)
False
Correct
96. This tab in My Oracle Support community allows you to search or browse for
other members of the community
(1/1) Points
Tags tab
People finder tab (*)
Private Messages tab
Profile tab
Discussions and Documents tab
Correct
97. This is the region where the Community Members can follow as their rank
grows through their continued community participation.
(1/1) Points
The Recent content region
The Tags region
The Getting started region
The News and Announements region
The Rank region (*)
Correct
98. To enter the My Oracle Support Community area you will need to: Login to
My Oracle Support Navigate to the Community Tab and click on the “Enter My
Oracle Support Community” button
(0/1) Points
Response 3
True (*)
Response 4
Response 5
False
Oracle Collaborative Support Program
99. Which of the following are the benefits of using Oracle Collaborative Support
?
(1/1) Points
Faster resolution of issues (*)
Provide training on how to use a Product
Improve Customer Satisfaction (*)
Provide customer with license discounts
All of the above
Correct
100. Oracle Collaborative Support is accessed via which of the following:

(1/1) Points
My Oracle Support (*)
Oracle.com
OPN
Google Tools
None of the Above
Correct
101. Your system must meet the following requirements to be able to run Oracle
Web Conferencing
(1/1) Points
Internet Explorer 5.5 or later (*)
1024 x 768 screen resolution (*)
Windows 98 or later (*)
Pop-up blocking must be disabled in your browser (*)
Microsoft Virtual Machine (VM) or Sun JRE (*)
Correct
How to Escalate a Service Request within Oracle Support
102. You should consider escalating an SR when
(1/1) Points
you encounter a critical roadblock (*)
you are dissatisfied with the resolution or response to a Service Request (*)
the SR was raised with the wrong severity
Project deadline is within 10 days (*)
All of the above
Correct
103. You can expect the following after requesting for a Service Request
escalation
(1/1) Points
You will receive a call from Oracle Support Manager
The manager will go over your issue with you, making sure there is mutual
understanding.
The manager provides you with an action plan
The manager ensures that the appropriate resources are assigned and all
actions are completed.
Correct
Customer Service Soft-skills Training Best Practices
104. Which of the following statements are true and will make happy customers
more happier. (Select all that applies).
(1/1) Points
Keep track of the things you have done in the past to make them happy; do more
of the same (*)
Provide your customers with new product or service information before it is
widely disseminated. (*)
Understand your customers’ plans for future utilization, expansion and make the
appropriate recommendations for upgrading to newer or different software or
releases. (*)
Most customers gladly will accept any documentation or materials you believe
may help them utilize their software more efficiently. (*)
Strive toward making your relationships with your customers true partnerships
rather than that of just a vendor-customer (*)
Correct
105. Effective Communication skills are NOT essential in developing satisfied

customers.
(1/1) Points
True
False (*)
Correct
106. A great deal of customer escalations can be prevented by awareness of
customer on knowing what to expect. .
(1/1) Points
True (*)
False
Correct
107. What the customers want? Customers want and expect the following from
Oracle and it’s partners. Select all that applies.
(1/1) Points
Be the Center of Attention when they have Needs – they want to feel they have
priority and attention when issues arise. (*)
expect us to be proactive and to anticipate their wants and needs (*)
staff needs to be proficient in all available communication options and know
when to appropriately use each (*)
Effectively read customer’s preferred communication style (*)
None of the above
Correct
108. Select ALL important points to consider to ensuring a productive

relationship with your customers.
(0/1) Points
Plan and execute well by focusing on both proactive and reactive techniques to
minimize stress (*)
Under promise and over deliver (*)
Define and structure service provided – what is provided and how, time lines,
milestones (*)
Teach and develop time-management skills for your employees – prioritization of
tasks, urgency vs impact (*)
Teach the customer how to better interact with your processes (*)
Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for
more information.
109. When reviewing communication standards in your company it’s important

to review and address the following subject. List all that applies.
(0/1) Points
Observe proper etiquette in address customers. (*)
Use different vocabularies for addressing managers vs high tech database
administrator (*)
Understand how to properly address conflict and issues to defuse emotion (*)
Speak in a tone that offers support and confidence. (*)
Develop protocol for conducting and managing conference calls (*)
Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for
more information.
110. It is good communication practice to train staff to shield customers from

internal issues – maintain professionalism and confidence when in front of
customer if internal roadblocks are encountered.
(1/1) Points
True (*)
False
Correct

Oracle Database Appliance Assesment

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Review your answers, feedback, and question scores below.

WZD-SSX64-301: X64 Server System Overview

14. Which x86 server uses AMD-based CPUs?

18. Which of the following can be included in FABs?

Customer needs assistance in ordering a replacement disk.

52. Which tool displays the server's hardware configuration on Solaris?

55. Which is not a U-Boot mode of operation?

63. List all benefits of using My Oracle Support.

64. This region contains a breakdown of the different environments including

71. This is another resource containing recorded discussions during which

82. How long will a Oracle Collaborative Support session last?

83. Which severity should a SR be raised at if there if a minor impact on the

84. What does escalating a SR mean?

85. When a problem in an SR is putting a project milestone at risk when would be

88. How do you report a bug to Oracle Development

92. You can search for particular Document ID using PowerView

100. Oracle Collaborative Support is accessed via which of the following:

105. Effective Communication skills are NOT essential in developing satisfied

108. Select ALL important points to consider to ensuring a productive

109. When reviewing communication standards in your company it’s important

110. It is good communication practice to train staff to shield customers from

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