Ex MGFHF

1.
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 are the most
effective locations to find information related to this problem (select 2)?
(Choose all correct answers)
http://oraclecorp.com
https://support.us.oracle.com/handbook_internal/index.html (*)
http://my.oracle.com
http://www.oracle.com/technetwork/documentation/index.html (*)
Incorrect
(0/1) Points
2. Which x86 server uses AMD-based CPUs?
Sun Fire X4140 server (*)
Sun Fire X4150 server
Incorrect
(0/1) Points
3. 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. Which problem statement
characterizes the customer's problem?
Customer is asking for on-site help to set up the system.
Customer needs the correct port to access system.
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. (*)
Customer needs to know the default account and password for the serial port.
Correct
(1/1) Points
4. How many power supplies does the Sun Fire X2250 server support?
Four
One (*)
Two
Correct
(1/1) Points
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. Which type of
DIMMs does this server support?
FBDIMM
DDR3 (*)
DDR2
DDR1
Correct
6. 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 is the best location to find information related to
this problem?
www.oracle.com/technetwork/indexes/downloads/index.html
http://www.oracle.com
http://www.oracle.com/technetwork/indexes/documentation/index.html
Correct
(1/1) Points
7. What is the most effective location to find information related to this problem?
Which link provides direct access to a document repository that contains documents on fan
replacement procedures?
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 (*)
Correct
(1/1) Points
8. A customer calls into the call center with an issue. He wants to upgrade the memory on his
Sun Server X3-2L ( Server) and needs some assistance on how perform the upgrade. Which
question needs to be answered before the customer orders DIMMs for the upgrade?
Does the system have a memory problem?
Does the customer have DIMMs available to upgrade the system?
Where is the system located?
What is the current memory configuration? (*)
Incorrect. Refer to the X64 Server System Overview training for more information.
(0/1) Points
9. 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. According to your resources, what are the power
requirements of this server?
48V DC
115V, 60 Hz AC
100 to 127 / 200 to 240 VAC (*)
220V, 50 Hz AC
12V DC
(0/1) Points
10. 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. How many memory slots are supported by this
server?
4
32
8
16 (*)
11. 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. Which action plan lists the steps taken to solve the
customer's problem?
Informed customer that the port to use was one of the Ethernet ports and provided the default
account number (root) and password (changeme)
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). (*)
Dispatched field engineer to assist customer in configuring system
Provided customer with system password
Correct
(1/1) Points
12. 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. True or False -
The fan replacement is a FRU?
True
False (*)
(0/1) Points
13. 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.
Created and sent the customer an email with the memory replacement procedure.
Provided customer with the location of the of 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.
Correct
(1/1) Points
14. Which rackmount server supports a service processor on an optional daughter card?
Sun Blade X6275
Sun Fire X4450
Sun Fire X4240
Sun Fire X2250
Sun Fire X2270 (*)
Incorrect
(0/1) Points
to know what 8 Gbyte memory to order. Select the problem statement that characterizes the
customer's problem.
Customer is requesting how to upgrade his memory
Customer doesn't know what density of memory to order
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
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
What is called out by the document as the root cause of the problem?.
Firmware (*)
DIMM
Motherboard
CPU
Correct
(1/1) Points
17. 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). Which document may relate to the customer's issue?
Doc ID 1369835.1 (Alert)
Doc ID 1000523.1 (FAB) (*)
Doc ID 1001342.1 (FAB)
Doc ID 1001128.1 (FAB)
Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for
more information.
(0/1) Points
access the LSI Configuration utility when CNTRL-C is applied while booting the server.
Which document may relate to the customer's issue?
Doc ID 1001307.1 (FAB)
Doc ID 1000873.1 (FAB)
Doc ID 1000817.1 (FAB) (*)
Doc ID 1017415.1 (FAB)
Correct
(1/1) Points
19. 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 ?
Problem Resolution
Full Components List (*)
Hardware Specifications
Field Action Bulletins (FABs)
Incorrect
(0/1) Points
20. 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. Select the
action plan that lists the steps taken to solve the customer's problem.
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.
The Alert 243486 is a possible cause and solution to the customer’s problem. This Alert was
referenced in the call.
Ordered a new power supply for the customer.
21. 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. Which
document would relate to the customer's issue?
(Doc ID 1019713.1 (FAB)
Doc ID 1019279.1 (FAB)
Doc ID 1001128.1 (FCO) (*)
Doc ID 1397124.1 (ALERT)
Correct
(1/1) Points
22. Which document would you use to find the rack mount procedure of the Sun Server X3-
2L (Sun Fire X4270 Server M3)?
Service Manual
Installation Guide (*)
OS Installation Guide
Getting Started Guide
Correct
(1/1) Points
23. Which of the following can be included in FABs?
Hardware issues
All of the above (*)
Field Information Notice (FINs)
Field Change Orders (FCOs)
Correct
(1/1) Points
access the LSI Configuration utility when CNTRL-C is applied while booting the server Can
the BIOS and LSI firmware be updated if you use the latest ILOM software package (True or
False)?
True (*)
False
more information.
(0/1) Points
25. 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). Which action plan lists the steps taken to solve the
customer's problem?
Provided the customer with the document to use that lists the steps to solve the problem.
Scheduled maintenance time with the customer to replace faulty DIMMs called out by
PcCheck.
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. (*)
Ordered a new DIMMs for the customer.
26. Which document would you use to find the memory population rules of the
Sun Blade X6275 Server Module?
Sun Blade X6275 Server Module OS Installation Guide
Sun Blade X6275 Server Module Service Manual (*)
Sun Blade X6275 Server Module Product Notes
Sun Blade X6275 Server Module Installation Guide
Incorrect
(0/1) Points
27. 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 action plan lists the steps taken to solve the
customer's problem?
Asked the customer to replace the server’s motherboard
Ordered new disk replacement for the customer.
Asked the customer to apply the latest operating system patches
Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and LSI
1064 BIOS = 6.06.06A or greater. (*)
more information.
(0/1) Points
28. 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). Which component is
called out by the document as one of the root causes of the problem?
OS software
SP and ILOM firmware
SP and BIOS firmware
Older PC Check versions (*)
more information.
(0/1) Points
29. 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. Which component is called out by the document as the source of
the problem?
Fans
Chassis slot
Power supplies (*)
Server blade
Correct
(1/1) Points
shutting down. Which problem statement characterizes the customer's
problem?
Customer is reporting an intermittent AC power problem
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 that his Sun Blade X6250 server blades on his Sun Blade
6000 Modular System are intermittently shutting down. (*)
31. 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. What action may need to be performed before the failed
power supply can be removed?
Move the cable management arm (*)
Slide the server out of the rack
Remove the disk closest to the power supply.
Power off the server
Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for
more information.
(0/1) Points
32. 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?
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
The RJ-45 connector on the front of the server labeled NET MGT
The RJ-45 connector on the front of the server labeled SER MGT
more information.
(0/1) Points
management facility and commands he needs to perform. Which list of commands does the
customer use to configure and activate the management network port using a static IP
address?
cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg
pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=true
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
more information.
(0/1) Points
management facility and commands he needs to perform. Which document contains the
procedures to perform this task?
Programming manual
Service and HW Installation manual (*)
OS Installation manual
FABs and Alerts
Correct
(1/1) Points
35. 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 type of document provides the procedure to perform the
replacement task?
Alerts
Product notes page 10
Service manual (*)
Field Action Bulletins (FAB)
Installation manual
the customer's chassis. Which of the following components does not need to be removed to
replace the server blade?
DIMMs
HDDs
REM (if present)
Internal disk cabling (*)
Correct
(1/1) Points
re-establish the power redundancy. Which information can determine whether the Alert with
Doc ID 1020437.1 applies to this server?
The manufacturer of the power supply
Whether the power supply is AC or DC
The part number and date code of the power supply (*)
Has this power supply failed in the past?
more information.
(0/1) Points
management facility and commands he needs to perform. Which port does the customer need
to use to configure the network management port?
Serial management port (*)
Any of the network ports
USB port
NET0 port
Correct
(1/1) Points
management facility and commands he needs to perform. Select the one most appropriate
action plan based on the customer’s information and the solution to their problem.
Informed the customer that he should use service and installation manual to locate the
procedure on configuring the network port.
Sent an Oracle field person out to the customer site to perform the configuration of the
network management 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 for the network
configuration procedures and pointed out that he should access the serial port to configure the
network port. (*)
more information.
(0/1) Points
the customer's chassis. Which action does NOT need to be performed in the Sun Blade X3-
2B (X6270 M3) removal process?
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.
Remove any front panel cabling
the customer's chassis. Select the one problem statement that characterizes the field
technician’s problem.
Field technician needs assistance replacing the X6270 M3 server blade as a hot swap action.
Field technician needs assistance identifying and ordering a replacement part for a failed
X6270 M3 server blade and assistance with its replacement. (*)
Field technician needs assistance in determining what is the replacement part number for the
X6270 M3 server blade.
Field technician needs to provide the customer the part number to a new X6270 M3 server
blade.
Correct
(1/1) Points
re-establish the power redundancy. Select the problem statement that characterizes the
customer's problem.
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.
Customer needs an Oracle field person to replace the X4240 server power supply without
disturbing the server operation.
Correct
(1/1) Points
the customer wants to replace the power supply 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?
Programming Manual
FABs, Alerts, and Service Manual (*)
Installation Manual
ILOM Manual
more information.
(0/1) Points
44. Which is the user interface software for the IPMI utility?
IPMIAccess
IPMIInterface
IPMIUser
IPMITool (*)
more information.
(0/1) Points
the customer's chassis. Which of the following is the Sun Blade X3-2B (X6270 M3) part
number that needs to be ordered?
7020774
599-3725
371-4885
7038932 (*)
WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting

Procedures
(Answer all questions in this section)
46. 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 problem statement that characterizes the customer's problem.
Customer needs someone onsite to diagnose and fix his X4170 M3 server memory problem.
Customer needs assistance on how to upgrade his X4170 M3 server memory.
Customer needs assistance on how to locate a failed DIMM on his X4170 M3 server.
Customer needs assistance on which diagnostics are available to test his X4170 M3 server
memory. (*)
Correct
(1/1) Points
47. 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. Which document describes
the U-boot and Pc Check utilities and how to use them?
Diagnostic guide (*)
Product Notes
Service manual
Installation guide
Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures
training for more information.
(0/1) Points
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. Select the action plan that lists the steps taken to
solve the customer's problem.
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. (*)
Collected the error information passed this issue to the backline engineers.
Assisted the customer in locating the X4440 server failed fan module, then sent a Sun field
technician to hot swap the failed fan module.
Sent the customer the links to the diagnostic guides and service manual.
(0/1) Points
49. Which is not a U-Boot mode of operation?
Quick
Normal
Extended
Manual (*)
(0/1) Points
50. 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. What else can you do to
solve the customer's problem?
Have the customer rerun POST.
Have the customer perform a crash dump.
Have the customer run Oracle VTS CPU diagnostics. (*)
Send out a field technician to reverse the CPU upgrade.
know what diagnostics are available to diagnose the problem on a Sun Server X3-2 (X4170
M3 server). Pc-Check does not have any memory test (True or False)?
True
False (*)
(0/1) Points
52. BIOS is hosted by ILOM.
True
False (*)
(0/1) Points
which diagnostics are available to test a disk on a X2270 server. Select a problem statement
that characterizes the customer's issue.
Customer needs assistance in ordering a replacement disk.
Customer needs assistance upgrading the storage on his X2270 server.
Customer needs assistance locating diagnostics that can isolate a disk failure. (*)
Customer needs assistance locating the X2270 server disk that has failed.
(0/1) Points
which diagnostics are available to test a disk on a X2270 server. Which diagnostic tests the
Sun Fire X2270 OS hardware just prior to the OS boot?
POST (*)
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS
Pc-Check
U-Boot
Correct
(1/1) Points
55. The BIOS logs is same as the ones contained within ILOM.
True
False (*)
56. A customer called the service center with a critical problem. He has a X4250 server has
been crashing intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He
is calling Sun to reverse the upgrade. Select the action plan that lists the steps taken to solve
the customer's problem.
Reviewed the FABs and Alerts and found no related issues. Had the customer run some
Oracle VTS CPU diagnostics to isolate the problem.
Dispatched a field engineer to diagnose the customer's CPU problem.
Reviewed the FABs and Alerts and found no related issues. Dispatched a field engineer to
reverse the CPU upgrade back to the X6394A.
Referred the customer to the MOS knowledge repository. (*)
(0/1) Points
point because the system is up and running. When replacing the failed fan module, what can
be used to pinpoint the failed fan module?
fan Locator LED flashing
fan fault LED ON (*)
fan fault LED flashing
fan OK LED flashing
(0/1) Points
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?
Installation Manual
ILOM manuals
FABs and Alerts (*)
Service Manual
(0/1) Points
59. 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?
Display an IPMI log
Display current sensor values
Display O/S login information (*)
Display current indicator values
Incorrect
(0/1) Points
point because the system is up and running. Once the customer locates the physical failed fan
module, what do you recommend the customer do?
Shut down the server to replace the fan.
Hot swap the fan. (*)
Wait for a maintenance period to shut down the server to replace the fan.
Call in a field technician to replace the fan.
61. This region from the dashboard provides an overall view of system health across the
enterprise, configuration, or specific targets based on how you have set up your dashboard.
This region is only available to those customers who are taking advantage of the
Configuration Manager.
Getting started region
Service Request region
News Region
Draft Service Request region
System Health Region (*)
Incorrect, refer to the Creating Customer Value training for more information
(0/1) Points
62. This online assessment tool is designed to share Global Software Support good practices
across 5 domains - Strategy, Process, People, Technology and Governance – with the goal to
help customers get maximum value from their Oracle investments
Newsletters
Customer Services Catalog
Transfer of Information (TOI)
Customer Success Self-Assessment (*)
Sustaining Support
Corrrect
(1/1) Points
63. Identify the support model described: Support model that provides information about the
latest issues and patches, then you as a customer review what solutions may or may not apply
in your environment.
Traditional support model
Pro-active support model (*)
Predictive support model
None of the above
All of the above
(0/1) Points
64. This region allows for quick and easy monitoring of all your open issues right at the
dashboard.
News region
Service Requests region (*)
Knowledge region
(0/1) Points
65. Customer Success Self-Assessment is an online tool designed to share Global Software
Support good practices across 5 domains - Strategy, Process, People, Technology and
Governance
True (*)
False
66. This is Oracle's simple, predictable, and the most comprehensive policy available, it helps
drive your business by putting you in control of your upgrade strategy success.
Lifetime Support Policy (*)
Premier Support
Extended support
Sustaining Support
None of the above
(0/1) Points
67. This region where we push important information from Oracle to our customers about
what is happening within support, about critical patches that have become available, about
significant changes that may be occurring within support.
Breaking News region (*)
News region
(0/1) Points
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. Within the Content
of a Region you can do the following: (Choose all that applies)
Minimize or maximize the region (*)
Each region is context-sensitive with right-click menus. (*)
Group the content within the region (*)
Resize, re-order, sort, add or remove the region (*)
Export directly to a CSV file or Print a view. (*)
(0/1) Points
69. This is another resource available to customers designed to promote awareness and
understanding of the available support tools and resources to allow you to get the most out of
your support investment.
Sustaining Support
Newsletters
Support Process and Tools advisor webcasts (*)
(0/1) Points
70. 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.
Lifetime Support Policy
Newsletters
Customer Services Catalog (*)
Sustaining Support
71. Our main focus in Support is to assist in minimizing any disruptions to your system. We
do this through
Problem Avoidance through the Configuration manager health checks (*)
Self Service Resolution - resolving problems without the need to contact Oracle Support (*)
Reduction in resolution time - minimizing the time spent to resolve an issue (*)
Answers 1 & 2 only
None of the above
(0/1) Points
Oracle's Lifetime Support Policy
72. Extended Support has a what % uplift over the current Premier support fee for the first
year of the Extended Support period.
20%
10% (*)
2%
5%
15%
Incorrect. Refer to the Lifetime Support training for more information.
(0/1) Points
73. Certifications with most New Third Party Products/Versions are covered under which
level(s) of support?
Premier Support (*)
Extended Support
Sustaining Support
Premier & Extended Support
None of the Above
(0/1) Points
74. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining
support.
True
False (*)
(0/1) Points
MVSP Overview
75. Under MVSP model, customer call a vendor for a problem. While the support analyst
decides involvement from another vendor, he will log SR to another vendor, then customer
follow the SR to another vendor.
True
False (*)
76. which year was TSANet established?

1993 (*)
1990
1994
1991
1992
Incorrect. Refer to the Multi-Vendor Support Program Overview training for more
information.
(0/1) Points
77. which are TSANet relationship levels?
Open Group Agreements
Closed Group Agreements (*)
Classic or Standard Community (*)
Mission Critical Community (*)
information.
(0/1) Points
78. MVSP can be a replacement for support
True
False (*)
information.
(0/1) Points
79. Which of the following statements are Partner requirements for collaboration in the
Multi-Vendor Support Program (MVSP)?
Partner must direct Mutual Customers to contact Oracle Support directly on Oracle-related
issues.
As part of the MVSP, Partners have the option of collaborating with Oracle Support on a
Mutual Customer support issue.
Partner must establish their own severity levels and response timeframes for Mutual
Customer support issues.
Partner must provide and maintain standard contact and escalation information for the
MVSP. (*)
Partner must provide the Mutual Customer’s support identification number when
collaborating with Oracle Support. (*)
information.
(0/1) Points
Oracle Support Basics
80. True or False? An SR should be escalated when the severity assigned does not reflect the
true business impact
True
False (*)
81. True or False? The first level of escalation will bring Support Management
attention to your SR
True (*)
False
Correct
(1/1) Points
82. How do you report a bug to Oracle Development
Contact Oracle Support and they will give you a number for Development
Contact Oracle Support and they will raise a bug with Development if
appropriate (*)
Contact Development direct
Contact Development via Oracle Partner Manager
Correct
(1/1) Points
83. Who controls My Oracle Support access for your CSI?
Your Oracle Partner Manager
Oracle Sales team
Customer Users Administrator for your CSI (*)
Oracle Support Engineer
Correct
(1/1) Points
84. If you wish to escalate further up the Oracle Management chain what must
you have in place?
An additional business case
Authorisation from your Oracle Account Manager
OCS session arranged
Escalation contacts further up your internal organisation (*)
Incorrect, refer to the Oracle Support Basics training for more information
(0/1) Points
85. Which 3 of the following will help reduce SR ping-pong? (i.e. Oracle batting
questions straight back)
Give details of any recent changes in your environment (*)
Run diagnostics and upload results when SR is raised (*)
Fully complete all questions in the SR logging template (*)
Raise SR via phone rather than My Oracle Support
86. Which of the following is not normally provided via My Oracle Support

Access to SR logging
Diagnostic Tests
Certification information
Certified Advantage Partner Criteria (*)
(0/1) Points
87. Who retains ownership of the SR?
Oracle retains ownership throughout
Starts with Partner and then moves back and forth
Shared ownership throughout (*)
Starts with Oracle and then moves back and forth
Correct
(1/1) Points
88. Which severity should a SR be raised at if there if a minor impact on the business?
Severity 2
Severity1
Severity 4
Severity3 (*)
(0/1) Points
My Oracle Support
89. The following filters are available in PowerView
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
(0/1) Points
90. My Oracle Support Global Search searches
The Attachment text only and not the Document Body text
The Document Body text only and not the Attachment text
Both the Document Body and the Attachment texts (*)
91. If the Patch Recommendation region is enclosed in an orange box and displays Sample,
this means that
You did not properly set up your region to display Patch Recommendations
Your CUA did not give you privilege to view Patch Recommendations
Your profile does not include a CSI with configuration data collected/uploaded by
collectors (*)
There are no recommended patches you need to install into your environment
None of the Above
Corrrect
(1/1) Points
92. Projects works with Configuration to
Allows you to keep track of issues affecting your milestone (*)
Helps you schedule and plan for the roll-out of new Oracle implemenations (*)
Allows you to monitor SRs that are attached to a Project (*)
Allows you to manage the systems you choose to include in a single region (*)
None of the Above
Incorrect. Refer to the Using Projects in My Oracle Support training for more information
(0/1) Points
My Oracle Support Community
93. This is the region where the message from an Oracle Executive is often highlighted.
The Spotlight region (*)
The News and Announements region
The Recent content region
The Getting started region
The Tags region
Incorrect. Refer to the My Oracle Support Community training for more information.
(0/1) Points
94. This tab in My Oracle Support community shows recently created communities content.
Discussions and Documents tab (*)
Profile tab
Tags tab
People finder tab
Private Messages tab
(0/1) Points
95. True or False. Another community benefit is the Rewards and Recognition Program. In
this program, we find opportunities to recognize users for their participation and success
within the community.
False
True (*)
96. The 4Cs that describe the benefits and why participate in My Oracle Support Community
are:
Connect, Collaborate, Communicate, and Create
Connect, Collaborate, Communicate, and Combine
Connect, Collaborate, Communicate, and Consume. (*)
Connect, Collaborate, Communicate, and Call..
Connect, Collaborate, Communicate, and Configure
(0/1) Points
97. In My Oracle Support content this represents a collection of Communities. Often,
organize in a tree structure so members can easily find the topics which are listed.
Threads
Community
Categories (*)
Messages
Discussions
(0/1) Points
98. The Main Community Home Page contains links to new member orientation resources,
recorded trainings, FAQs, and a variety of other helpful resources for those of you just
starting out in the communities.
True (*)
False
Correct
(1/1) Points
Oracle Collaborative Support Program
99. In the OWC Toolbar , click on the following to enable Desktop Sharing
Conference Details button
Share ‘Entire Desktop’ (*)
Chat icon
Attendee drop down list
Share 'Nothing'
Correct
(1/1) Points
100. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with
128-bit encryption for transmitting encyrpted data securely.
True (*)
False
101. If you encounter issues in installing Oracle Web Conference Console , you should
Try using a different browser
Troubleshoot using New User Test (*)
Contact Oracle Support Hotline
Contact your Network administrator
None of the above
Incorrect. Refer to the Collaborative Support Program Overview training for more
information.
(0/1) Points
How to Escalate a Service Request within Oracle Support
102. A Customer should ensure the following before requesting for a Service Request
Escalation
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
Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for
more information.
(0/1) Points
103. The most effective way to escalate a SR is to
Via your Oracle Account Manager
Update the SR with escalation request via My Oracle Support
Update SR in My Oracle Support and then call into Support (*)
Call into the Support Hotline number
Correct
(1/1) Points
Customer Service Soft-skills Training Best Practices
104. The primary difference between making unhappy customers happy and making happy
customers even happier is the point of initiation. With unhappy 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 unhappiness. Once you know why they are unhappy, it is
relatively easy to plot a course of action to convert them into a happy customer.
True (*)
False
Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more
information.
(0/1) Points
105. Superior Ownership Experience is all about relationships, trust, commitment,
communication, doing the right thing
True (*)
False
106. 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.
True (*)
False
information.
(0/1) Points
107. Effective Communication skills are NOT essential in developing satisfied
customers.
True
False (*)
Correct
(1/1) Points
108. To help build an effective customer service model for your business it’s
important to identify and build an effective communication and knowledge
model based on the similarities and common characteristics of your customers.
True (*)
False
Correct
(1/1) Points
109. What the customers want? Customers want and expect the following from
Oracle and it’s partners. Select all that applies.
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
information.
(0/1) Points
110. To define the difference between mediocre companies, poor performers
and Market Leaders
Know when to say no professionally to customer requests and providing
alternate solutions (*)
Understand the difference between customer’s needs and wants (*)
Create world-class customer contact (*)
Understand the concept that business cannot exist without satisfied customers
who help sustain revenues (*)
Set reasonable and measureable expectations with their customers (*)
and power requirements of the unit. Which problem statement characterizes the customer's
problem?
Customer needs installation documentation to look up the specifications he needs
Customer did not have the installation documentation to be able to find the dimensions,
weight, and power requirements for this server (*)
Customer does not know the weight and dimensions of this server
Customer needs a server installed
Correct
(1/1) Points
2. A customer calls into the call center with a memory upgrade question. The customer wants
know what 8 Gbyte memory to order. Which is the best location to find information related to
this problem?
www.oracle.com/technetwork/indexes/downloads/index.html
http://www.oracle.com/technetwork/indexes/documentation/index.html
Correct
(1/1) Points
3. How many power supplies does the Sun Fire X2250 server support?
Four
Two
One (*)
Correct
(1/1) Points
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)?
Sun System Handbook (*)
Administration Guide
Operating System Installation Guide
Programming Guide
Site Planning Guide (*)
(0/1) Points
5. 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. What is the most effective location to find information related to this problem?
http://ilearning.oracle.com
http://www.oracle.com/technetwork/indexes/downloads/index.html
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. Per your resources, what is the rack unit capacity of this server?
4U rack server
2U rack server (*)
8U rack server
1U rack server
Correct
(1/1) Points
7. A customer calls into the call center with a question. The customer wants to
unit. According to your resources, what are the power requirements of this
server?
100 to 127 / 200 to 240 VAC (*)
48V DC
115V, 60 Hz AC
220V, 50 Hz AC
12V DC
Correct
(1/1) Points
8. 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. Using your resources, what is the correct part number for the
replacement fan module?
541-2125
541-3539 (*)
541-2802
371-4679
541-2112
(0/1) Points
9. A customer calls into the call center with a question. The customer wants to
unit. According to your resources, what is the weight of this server?
56.3 lb./25.6 kg fully populated
70 lbs/31.8 kg fully populated (*)
66.1 lb/30 kg fully populated
46.6 lb/21.1 kg fully populated
Correct
A customer calls into the call center to ask a question about setting up a server. The
located, and how to access them. Which problem statement characterizes the
customer's problem? (1/1) Points
10. 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. What type of documents provide
information to resolve the customer's problem (select 2)?
Administration Manual
Service Manual (*)
Product notes
Programming Manual
Installation Manual (*)
11. A customer calls into the call center and says she has experienced a fan failure on her Sun
warranty service to replace the defective fan module number 4 on her server. True or False -
The fan replacement is a FRU?
True
False (*)
Correct
(1/1) Points
12. A customer calls into the call center to ask a question about setting up a server. The
located, and how to access them. Which problem statement characterizes the customer's
problem?
Customer is asking for on-site help to set up the system.
Customer needs the correct port to access system.
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. (*)
Customer needs to know the default account and password for the serial port.
Incorrect
(0/1) Points
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 ?
4-Gbtye
32-G-byte (*)
16 G-byte
8-Gbyte
(0/1) Points
14. Which rackmount server supports a service processor on an optional daughter card?
Sun Fire X2270 (*)
Sun Fire X2250
Sun Fire X4240
Sun Fire X4450
Sun Blade X6275
Correct
(1/1) Points
15. Which disk bus is supported on the Sun Fire X2270 server without adding addition PCIe
cards?
SAS
SCSI
SATA (*)
IDE
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)?
Field Action Bulletins (FAB) (*)
Administrative Guide
Service manual
Alerts (*)
Installation Guide
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 ?
Problem Resolution
Full Components List (*)
Hardware Specifications
Field Action Bulletins (FABs)
28. Which document would you use to find the memory population rules of the
Sun Blade X6275 Server Module?
Incorrect
(0/1) Points
shutting down. Which problem statement characterizes the customer's
problem?
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 that his Sun Blade X6250 server blades on his Sun Blade
6000 Modular System are intermittently shutting down. (*)
32. 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.
Sent an Oracle field person out to the customer site to perform the power
supply 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.
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.
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. (*)
more information.
(0/1) Points
33. 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. Select the one most appropriate
action plan based on the customer’s information and the solution to their
problem.
Reviewed the replacement procedure with the field technician and assisted in
ordering a replacement X6270 M3 server blade. (*)
Sent the field technician the documents that contains the server blade
replacement and ordering procedures.
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.
Collected and recorded all information on the replacement and ordering
procedure and passed the call to the back line
43. 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. Select the one problem statement
that characterizes the field technician’s problem.
Field technician needs assistance replacing the X6270 M3 server blade as a hot
swap action.
Field technician needs assistance in determining what is the replacement part
number for the X6270 M3 server blade.
Field technician needs to provide the customer the part number to a new X6270
M3 server blade.
Field technician needs assistance identifying and ordering a replacement part for
a failed X6270 M3 server blade and assistance with its replacement. (*)
46. A customer called the service center with a question on IPMI. The customer uses IPMI to
Which document does NOT contain IPMI command information?
ILOM manuals
Installation Manual
OS Installation guides (*)
Service Manual
Which tool displays the server's hardware configuration on Solaris?

prtconfig
prtdiag (*)
ipconfig
config
point because the system is up and running. Which document contains this sensor information
that maps it to the physical fan module and fan board?
Sun Fire X4140, X4240, and X4440 Servers Programming Guide
Sun Fire X4140, X4240, and X4440 Servers Installation Manual
Sun Fire X4140, X4240, and X4440 Servers Diagnostics Guide (*)
Sun Fire X4140, X4240, and X4440 Servers Service Manual
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.
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.
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?
No, you need to perform advanced diagnostics tests to isolate a DIMM error.
No, you need to use logs and test results to isolate a DIMM error.
Yes, you press the "Fault Remind" button to make the DIMM fault LED illuminate. (*)
Yes, the DIMM fault LED flashes when the fault occurs.
X6394As to X6398As. He is calling Oracle to reverse the upgrade. Select the problem
statement that characterizes the customer's problem.
Customer’s X4250 server is crashing intermittently since the CPUs were upgraded from
X6394As to X6398As. (*)
Customer needs a field technician to reverse his X4250 server CPU upgrade from an X6394A
to an X6398A.
Customer's X4250 server CPU upgrade to an X6398A is causing his server to crash.
Customer wants a CPU upgrade from an X6394A to a X6398A on this X4250 server.
(0/1) Points
X6394As to X6398As. He is calling Oracle to reverse the upgrade. Which, if any, of the
documents listed related to this issue?
Doc ID 1020437.1
Doc ID 1020990.1
Doc ID 1021983.1
None of these documents (*)
63. It is a support capability that automates the exchange of configuration information
between Oracle Support and our customers, enabling proactive detection of issues our
customers may encounter, and allowing for faster resolution times in instances where you do
run into an issue.
Upgrade wizard
Change assistant
Remote Diagnostcs Agent
Configuration Manager (*)
Support Diagnostics tool
(0/1) Points
64. This is another resource available to customers designed to promote awareness and
understanding of the available support tools and resources to allow you to get the most out of
your support investment.
Sustaining Support
Newsletters
Support Process and Tools advisor webcasts (*)
(0/1) Points
65. 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.
News Region
Inventory and Usage region (*)
68. This stage of Life time Support provides maintenance and support of Oracle database,
middleware, and application products for 5 years from their general availability date.
Premier Support (*)
Extended support
Sustaining Support
None of the above
(0/1) Points
69. This resource brings you news, technical content, and technical 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.
Sustaining Support
Newsletters (*)
71. True or False. Browse knowledge allows users to navigate through the product hierarchy
to specific folders of content in order to eliminate noisy results generated from generic
queries against the entire knowledge base. Searching the knowledge base using the browser
feature is a support best practice and is the best way to access product specific information.
False
True (*)
(0/1) Points
72. Lifetime Support is only Applicable to which of the following Oracle Products?
JDEdwards
PeopleSoft
Oracle E-Business
Siebel
76. There are no call restrictions with other members at the TSANet Classic level
True
False (*)
. how many MVSP components?

2 (*)
1
84. Which tool allows Oracle to connect to a customer's system and view information?
MCP
RDA (Remote Diagnostic Agent)
OCS (Oracle Collaborative Support) (*)
SR (Service Request)
86. Where can you find up-to-date information about support tools and
processes?
CSI Number
My Oracle Support (*)
My Configs and Projects
OPN (*)
88. True or False? The most effective way to escalate an SR is to contact your Oracle Partner
Manager
True
False (*)
91. My Oracle Support Global Search searches

The Attachment text only and not the Document Body text
Both the Document Body and the Attachment texts (*)
The Document Body text only and not the Attachment text
95. This tab in My Oracle Support community allows you to search or browse for other
members of the community
People finder tab (*)
Profile tab
Tags tab
Discussions and Documents tab
96. This tab in the My Oracle Support community is where your contact information
including an alias can be defined and updated.
Tags tab
Discussions tab
Profile tab (*)
People finder tab
99. If you encounter issues in installing Oracle Web Conference Console , you should
Try using a different browser
Troubleshoot using New User Test (*)
Contact Oracle Support Hotline
Contact your Network administrator
None of the above
102. You should consider escalating an SR when

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

relationship with your customers.
Teach and develop time-management skills for your employees – prioritization
of tasks, urgency vs impact (*)
Under promise and over deliver (*)
Teach the customer how to better interact with your processes (*)
Define and structure service provided – what is provided and how, time lines,
milestones (*)
Plan and execute well by focusing on both proactive and reactive techniques to
minimize stress (*)
106. Benefits of Customer Soft-Skills training program will enable partners to:

Achieve industry leadership (*)
Better understand customer expectations (*)
Create a supreme ownership experience to their end customers (*)
Become recognized part of a high performing organization (*)
Help to develop and improve skills communications (*)
108. The primary difference between making unhappy customers happy and making happy
customers even happier is the point of initiation. With unhappy 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 unhappiness. Once you know why they are unhappy, it is
relatively easy to plot a course of action to convert them into a happy customer.
True (*)
False
. 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?
Customer is requesting on-site support for a server cooling problem
Customer is reporting fan module failure
Customer is reporting server cooling problems and is requesting on-site support
for replacement
Customer is reporting fan module number 4 failure and is requesting on-site
support for replacement (*)
A customer calls into the call center and says she has experienced a fan failure on her Sun
warranty service to replace the defective fan module number 4 on her server. Which action
plan lists the steps taken to solve the customer's problem?
Verified that the customer has no support contract but we have done free parts replacement
for this customer in the past so we dispatched field person with a FRU to replace the part.
Explained to the customer that the part is a CRU and will be dispatched to them as parts-only
for the customer to replace (*)
Dispatched field person with a FRU to replace the part.
Dispatched TSC person with a CRU to replace the part.
A customer calls into the call center with a memory upgrade question. The customer wants
know what 8 Gbyte memory to order. Which action plan lists the steps taken to solve the
customer's issue?
Took customer's order for memory upgrade
Sent memory upgrade to customer
Provided customer with memory option number 7100790. (*)
Dispatched field engineer to upgrade customer memory
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. What type of documents provide
information to resolve the customer's problem (select 2)?
Installation Manual (*)
Administration Manual
Service Manual (*)
Product notes
Programming Manual
Which operating system is NOT supported on the Sun Server X2-8 (Sun Fire X4800 M2
Server)?
SUSE Linux Enterprise Server (SLES) 11 SP1
Windows 2003 (*)
Oracle Virtual Machine (OVM) 2.2.1
Oracle Enterprise Linux 6.0
Oracle Solaris 11 Express
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 problem statement characterizes the customer's problem?
Customer needs has a hardware problem interfering with access to the LSI utility (*)
Customer cannot access the LSI Configuration utility
Customer’s server cannot boot.
Customer cannot access BIOS
Which document would you use to find the memory population rules of the Sun Blade
X6275 Server Module?
3. A customer calls into the call center to ask a question about setting up a server. The cus-
tomer wants to know which ports to use to configure the server, where the ports are located,
and how to access them. Which action plan lists the steps taken to solve the customer's prob-
lem?
Informed customer that the port to use was one of the Ethernet ports and provided the default
account number (root) and password (changeme)
Provided customer with system password
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 pass-
word (changeme). (*)
Incorrect
(0/1) Points
4. A customer calls into the call center to ask a question about setting up a server. The cus-
tomer wants to know which ports to use to configure the server, where the ports are located,
and how to access them. Which port should be accessed first?
Serial Management port (*)
Video port
Network Management port
Ethernet port
A customer calls into the call center with a question. The customer wants to pre-
pare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rack-
mount 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)?
Programming Guide
A customer calls into the call center with a question. The customer wants to pre-
pare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rack-
mount 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)?
Programming Guide
Which ILOM command or navigation path can display the current state of the system indicat-
ors on a server or server blade?
cd /SYS/indicator ; display
System Indicators --> Indicators
System Monitoring --> Indicators (*)
cd /BRD/indicator ; show
A customer called the service center and reported an OS error message that in-
dicates that power supply 0 of their X4240 server has failed and is offline. The
Which verifies the location of the failed power supply?
The power supply amber Service Required LED is lit (*)
The power supply green OK LED is flashing
All power supply LEDs are off
By executing the ILOM flash command to turn on the Service Required LED
A customer called the service center and reported an OS error message that in-
dicates that power supply 0 of their X4240 server has failed and is offline. The
Which verifies the location of the failed power supply?
The power supply amber Service Required LED is lit (*)
The power supply green OK LED is flashing
All power supply LEDs are off
By executing the ILOM flash command to turn on the Service Required LED
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
problem statement that characterizes the customer's problem.
The customer needs assistance in ordering a fan module replacement.
The customer needs assistance in determining the nature of the fan failure mes-
sage.
sage and how to order a replacement.
sage and course of action to take. (*)
A customer called the service center with a question on IPMI. The customer uses IPMI to
What is the latest version of IPMI that is supported on the X4270 M3 server?
1
2.5
2 (*)
1.5
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 docu-
mentation that covers IPMI, and where they can get software to access IPMI's
user interface from their new server's OS. Select the problem statement that
characterizes the customer's problem.
Customer needs to know if IPMI is supported on the X4270 M3 and how to con-
figure IPMI on the X4270 M3 server.
Customer needs to know if IPMI is supported on the X4270 M3 and the website
to download the IPMItool.
Customer needs to know if IPMI is supported on the X4270 M3 and where they
can find Oracle documentation on IPMI. (*)
Customer needs to know if IPMI is supported on the X4270 M3 and information
on how to monitor the X4270 M3 using IPMI.
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. Which diagnostic should you re-
commend that the customer use to exercise the Sun Fire X2270 internal disks from the oper-
ating system?
Pc-Check
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)
POST
U-Boot
(0/1) Points
60. Where is Pc-Check program selected to execute from on the X6270 server blade?
OS
OBP
ILOM (*)
BIOS
This training resource is built for practical real-world situations, allowing you to gain valu-
able hands-on experience as well as use the presented solutions as the foundation for produc-
tion implementation, dramatically reducing time to deployment.
Oracle By Example (OBE) (*)
Sustaining Support
Newsletters
(0/1) Points
70. Identify the support model described: This support model support software defects are
identified and customers are automatically notified of the potential problem and it’s impact.
Traditional support model
Pro-active support model
Predictive support model (*)
None of the above
All of the above
Identify the support model described: This support model centered around reactively working cus-
tomer issues. You work with support on the issue, identify a solution, and then move to implement
that solution.
Traditional support model (*)
Pro-active support model
Predictive support model
None of the above
All of the above

(0/1) Points

72. Certifications of New Oracle Products are covered under which level(s) of support?
Premier Support
Extended Support
Sustaining Support
Premier & Extended Support (*)
None of the Above
Which of the following statements reflect the value proposition to our Mutual
Customers as a result of the Multi-Vendor Support Program (MVSP)?
Improves response by having all parties involved in the collaboration. (*)
Provides enhanced support value for multi-vendor implementations. (*)
Strives to prevent the frustration of “finger-pointing” between vendors and im-
proves overall satisfaction. (*)
Increases the time to implementation for multi-vendor solutions.
Increases the risk and costs associated with owning multi-vendor solutions.
Incorrect. Refer to the Multi-Vendor Support Program Overview training for more informa-
tion.
(0/1) Points
77. Which of the following statements regarding our value proposition to our
Partners for the Multi-Vendor Support Program (MVSP) is NOT true?
Provides a consistent support process for all of a Partner's support needs, re-
gardless of a Mutual Customer's involvement. (*)
As an active OPN member, you are automatical become OPN-MVSP benefit.

True
False (*)
When should a SR severity be changed?

When escalating a SR
Never
As soon as the SR is opened
When the impact on the business changes (*)
What does escalating a SR mean?

Increasing the severity
Bringing Support management attention to the problem (*)
Referring to your Oracle Account Manager
Arranging on-site assistance
What can you expect following an escalation request?
24x7 working until problem resolved
Support Engineer passes SR to another engineer

Oracle Consultant onsite within 24 hours
Oracle Support manager telephones you to discuss your problem and agree to an action plan (*)
(0/1) Points
87. When a problem in an SR is putting a project milestone at risk when would be the most effective
time to escalate?
24 hours before the milestone
2 days before the milestone
As soon as the SR is raised
7-14 days before the milestone (*)

(0/1) Points
88. Which of the following is not the responsibility of a Support Engineer?
Provide resolutions or workarounds
Respond to new incoming SRs
Educate customers on how to use the products (*)
Contribute to the knowledge base content

(0/1) Points
My Oracle Support
89. How many filters can you add using PowerView
As many as you need (*)
10
None
Collaborative Support is the ability to rapidly resolve service incidents in customer environ-
ments through a collaborative resolution model (commonly known as a Community).
True (*)
False
Participation in My Oracle Community has some guidelines. Oracle's Support
Community is not for:
Sharing your ideas about Oracle and our products.
Sharing offensive or inappropriate material. (*)
•Disparaging Oracle, its products, employees, customers, partners or anyone
else. (*)
•Interacting with other members of the Oracle Support community.
Sharing offensive or inappropriate material. (*)
When you enroll for a free eSeminar, the Conference Key is sent through a con-
firmation email.
True (*)
False
Incorrect. Refer to the Collaborative Support Program Overview training for more informa-
tion.
(0/1) Points
100. Your system must meet the following requirements to be able to run Oracle
Web Conferencing
Pop-up blocking must be disabled in your browser (*)
Windows 98 or later (*)
Microsoft Virtual Machine (VM) or Sun JRE (*)
Internet Explorer 5.5 or later (*)
1024 x 768 screen resolution (*)
Which of the following are the benefits of using Oracle Collaborative Support ?
Faster resolution of issues (*)
Provide training on how to use a Product
Improve Customer Satisfaction (*)
Provide customer with license discounts
All of the above
Customer Loyalty propels your company forward increasing sales and profitability.
True (*)
False
information.
(0/1) Points
108. Mastering and achieving great customer service and communication skills with your
customers will build Customer Loyalty
True (*)
False
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 ser-
vice 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?
http://www.oracle.com/technetwork/indexes/documentation/index.html (*)
http://my.oracle.com/site/pd/sss/products/index.html
http://my.oracle.com/index.htm
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 up-
graded 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)?
True (*)
False
more information.
(0/1) Points
24. Which of the following cannot be found within an Installation Guide?
All of the above
Product installation procedures
Product specifications
Product replacement procedures (*)
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 up-
graded the memory on this server). Which problem statement characterizes the customer's
problem?
Customer’s PcCheck does not recognize a faulty DIMM. (*)
Customer’s ILOM firmware needs to be upgraded.
Customer BIOS firmware needs to be upgraded.
Customer is having memory problems..
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. Which prob-
lem statement characterizes the customer's problem?
Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade 6000 Modu-
lar System are intermittently shutting down. (*)
Customer called to get a replacement Sun Blade X6250 server blade because it is intermit-
tently shutting down
Customer is reporting that his Sun Blade 6000 Modular System is intermittently shutting
down.
A customer called the service center with a question on a server's network man-
agement 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. Select the problem statement that characterizes the customer's prob-
lem.
Customer needs assistance configuring the serial management port.
Customer needs assistance configuring a network port.
Customer needs assistance configuring the network management port into his
management network. (*)
Customer needs an Oracle field person to configure his network management
port to his management network.
Which source of information is not needed for an initial on-site installation of an X4600 M2
server?
Enterprise Installation Standards (EIS)
Installation Guide
Getting Started Manual
Programming Manual (*)
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. Which dia-
gnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot?
SunVTS
POST
U-Boot (*)
Pc-Check
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 docu-
mentation that covers IPMI, and where they can get software to access IPMI's
user interface from their new server's OS. Select the one most appropriate ac-
tion plan based on the customer’s information and the solution to their prob-
lem.
Confirmed that the server supports IPMI, provided the customer with the web
site to the IPMItool, and assisted the customer in configuring and accessing the
user interface.
Confirmed that the server supports IPMI, provided the customer with the web
site to the IPMItool, and directed the customer to the ILOM document that has
content on Oracle's implementation of IPMI. (*)
Confirmed that the server supports IPMI and assisted the customer in configur-
ing IPMItool on their server.
Sent the customer the ILOM documentation that contains all they needed to
know about Oracle's implementation of IPMI.
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.
What two pieces of information should you ask the customer to send to you to
help you diagnose the problem?
crash dump (*)
Explorer script output (*)
system serial number
Which are diagnostic supports a manual mode that allows the user to run individual tests as
well as test suites?
U-Boot
Oracle VTS
Pc-Check (*)
POST
List all benefits of using My Oracle Support.

It is an easy to navigate, web-based portal that provides personalized, proactive,
and collaborative support. (*)
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 (*)
Provides you access to the My Oracle Support Community, where you can parti-
cipate in discussions, and exchange knowledge with an extensive network of
peers and Oracle experts. (*)
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.
Dashboard tab
Patches & Updates tabb
Service Request tab
Knowledge Base (*)
Communtiy tab
Which of the following statements regarding enrollment in the Multi-Vendor

Support Program (MVSP) is NOT true?
A Partner should enroll in the MVSP proactively if they provide support services
to mutual customers.
A partner should wait to enroll in the MVSP until they encounter a multi-vendor
support issue from a mutual customer. (*)
The MVSP is offered as a value-added benefit at no additional costs to Oracle
Partners as part of their OPN membership.
Useful MVSP enrollment information can be found on the OPN portal under Sup-
port > Learn About Support Offerings and Benefits.
Enro
A "Mutual Customer" under the Multi-Vendor Support Program must have an active support
contract with BOTH Oracle and a participating Partner.
True (*)
False
Before raising an SR which of the following would you not need to do?
Run diagnostic tools
Check My Oracle Support for any resolutions to similar issues
Ensure you understand the business impact
Set up an Oracle Collaborative Support session (*)
(0/1) Points
83. Which 3 of the following does My Oracle Support allow you access to?
Oracle User Community (*)
Patches (*)
Oracle Education Schedules
Bug information (*)
When an SR is raised, what should you check?

The SR raised at a severity that correctly reflects the business impact (*)
The SR has been immediately escalated
The Support Manager has been alerted
An OCS session has been immediately arranged
The Service Request Home Page contains Service Requests, Draft Service Re-
quests and Bug Summary
True (*)
False
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
True (*)
False
What is my Oracle Support Community?

It is a support capability that automates the exchange of configuration informa-
tion between Oracle Support and our customers
It’s a micro-community within Oracle’s existing community which includes Or-
acle’s Technology Network(OTN) ,Oracle Wiki’s, Oracle Blogs, Oracle Mix, and a
variety of Oracle product related User Groups (*)
It is Oracle’s multi-channel platform for online collaborative support (*)
It is a script that reduces time resolution by collecting in a single ste complete,
accurate system details across the Oracle technology stack.
It is a multi-channel for sharing information about Oracle products, services, and
related technologies (*)
o join a web conference , while , the Conference ID is the same as the SR# , the
Conference Key is your
Partner ID
Email Address
CSI ( Customer Support Identifier) (*)
First name of the Employee joining OWC
None of the above
When reviewing communication standards in your company it’s important to re-

view and address the following subject. List all that applies.
Speak in a tone that offers support and confidence. (*)
Understand how to properly address conflict and issues to defuse emotion (*)
Use different vocabularies for addressing managers vs high tech database ad-
ministrator (*)
Observe proper etiquette in address customers. (*)
Develop protocol for conducting and managing conference calls (*)

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1.

WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting

76. which year was TSANet established?

86. Which of the following is not normally provided via My Oracle Support

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

43. The Sun field technician needs assistance in ordering a replacement Sun

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

. how many MVSP components?

91. My Oracle Support Global Search searches

102. You should consider escalating an SR when

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

106. Benefits of Customer Soft-Skills training program will enable partners to:

Traditional support model (*)

Pro-active support model

Predictive support model

None of the above

All of the above

Oracle's Lifetime Support Policy

None of the Above

As an active OPN member, you are automatical become OPN-MVSP benefit.

When should a SR severity be changed?

What does escalating a SR mean?

What can you expect following an escalation request?

24x7 working until problem resolved

Support Engineer passes SR to another engineer

24 hours before the milestone

2 days before the milestone

As soon as the SR is raised

7-14 days before the milestone (*)

88. Which of the following is not the responsibility of a Support Engineer?

Provide resolutions or workarounds

Respond to new incoming SRs

Educate customers on how to use the products (*)

Contribute to the knowledge base content

89. How many filters can you add using PowerView

As many as you need (*)

List all benefits of using My Oracle Support.

Which of the following statements regarding enrollment in the Multi-Vendor

When an SR is raised, what should you check?

What is my Oracle Support Community?

When reviewing communication standards in your company it’s important to re-

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