Test: Oracle Cloud Support Specialist Assessment

Review your answers, feedback, and question scores below.

Introduction to Oracle Cloud Support Accreditation

(Answer all questions in this section)
1. What is the recommended best practice to LOCATE additional basic
training if you need to learn the basics about using Oracle Cloud Support
Portal and My Oracle Support?
(0/1) Points
Call your Account Manager and ask for a personal 1x1 session
From My Oracle Support, click on Contact Us to log a non-technical service
request
From My Oracle Support, access the Getting Started region from your
dashboard and click on training for NEW USERS
Call Technical Support and ask for assistance
Incorrect

2. Which of the following actions are recommended to help you have the
best experience with your Oracle Cloud Support Accreditation?
(Choose all correct answers)
(1/1) Points
Leverage the study guide throughout your accreditation. Have the
appropriate module open and use it while watching the video
Try it yourself to fully understand the functionality
Complete at least one Level 2 accreditation before attempting Oracle Cloud
Support Accreditation
Call your Account Manager to set up a customer-facing training session
prior to undertaking Oracle Cloud Support Accreditation
Correct

3. As a Cloud Support user, you may need to leverage both the Cloud
Support Portal and My Oracle Support Portal. One objective of this
accreditation is to highlight functional differences so you can use both
portals effectively.
(1/1) Points
True
False
Correct
4. You should have your study guide open prior to undertaking the
accreditation series. A recommended best practice is to review the guide
before starting to preview the video learning content.
(1/1) Points
True
False
Correct
Oracle Cloud Support Policies
(Answer all questions in this section)
5. Which answer accurately describes Support Identifiers?
(1/1) Points
Your Support Identifier displays the products you can access and the
contract end date
Your Support Identifier is generated by Oracle Support and assigned to
each service request you log
You only need one Support Identifier for your company and it is associated
with all your products and Cloud services
Support Identifiers are only used for Oracle Products, not Cloud Services
Correct

6. What options enable a user to LOCATE support policies for SaaS?

(1/1) Points
Click the LEARN MORE link on the bottom of the Cloud Support Portal to
jump to support policy information
Access your browser favorites that you created during the accreditation
training to quickly access the support policy information you bookmarked

Go to documents.oracle.com and look up your product to find support

policies
Add the Support Policy region to your dashboard in My Oracle Support and
use the links there
Correct

7. As an experienced Oracle Cloud Support user, you should review your

support policies ONCE per week to ensure you are up to speed.
(1/1) Points
True
False
Correct

8. John wants to review information for Oracle BigMachines CPQ Cloud

Service. He can do this from the Cloud documentation (docs.oracle.com)
and then selecting Configure, Price, and Quote to drill into more detailed
information on Oracle CPQ Cloud.
(1/1) Points
True
False
Correct
Customer User Administrator and Support Identifiers
(Answer all questions in this section)
9. It is a recommended best practice for the CUA to group users and assets
when applicable. John learned about this and is going to recommend it to
his project team.
(0/1) Points
True
False
Incorrect

10. What is a recommended best practice when requesting access to a new

SI?
(0/1) Points
Click Request Access and submit.
Use the fast track feature to automatically request access to the target SI

Provide a specific business reason for the request such as joining a new
project team
Provide contact information for all users on the project team. These users
need to be associated with the SI.
None of the above
Incorrect

11. Where can John change his phone number?

(1/1) Points
My Account in Cloud Support, under Personal Information
My Oracle Support on the Service Requests tab.
My Account in Cloud Support, under Personalization
He should send a request to his CUAs to update the phone number.
Correct

12. The CUA can turn on Email Updates for SRs in the Cloud Support Portal.
There is no action for the user.
(1/1) Points
True
False
Correct

13. The Customer User Administrator(CUA) is the person who can approve
your access to Support Identifiers. This role is also referred to as
Administrator.
(1/1) Points
True
False
Correct

14. In Cloud Support, you can log a service request for a product NOT
associated to your support identifier.
(1/1) Points
True
False
Correct
Cloud Support Portal Overview
(Answer all questions in this section)
15. In Cloud Support Portal, you can ONLY create service requests from the
Service Requests tab.
(1/1) Points
True
False
Correct
16. John is looking at his dashboard in the Cloud Support Portal. His service
requests are grouped into Open, Oracle Working, and Needs Attention. As a
best practice, which of these statuses should he update first?
(1/1) Points
Needs Attention
Oracle Working
Open
Correct

17. The Cloud Support Portal search displays all cloud services available to
ANY Cloud Support user.
(1/1) Points
True
False
Correct

18. In personalization, you can ONLY set your language to English to log a
service request.
(1/1) Points
True
False
Correct

19. In Cloud Support, the service types are displayed in a set alphabetical
order with no option to sort.
(1/1) Points
True
False
Correct

20. John is using the Cloud Support Portal, and he enters his search phrase.
How should he deal with Services in most scenarios?
(0/1) Points
Leave the default and click the magnifying glass search icon
The portal will select the appropriate service based on the search
Click ALL SERVICES
Scroll through service list and pick the service associated to his search need
Incorrect
Searching in Cloud Support Portal
(Answer all questions in this section)
21. What functions are NOT available in the Cloud Support Portal associated
to a Knowledge document you have open?
(Choose all correct answers)
(0/1) Points
Create a browser bookmark for the document for future reference
Ability to see the Document ID number
Provide feedback on the document
Add the document to your list of Favorites by clicking the Gold Star
Incorrect

22. In the Cloud Support Portal, the search results are from the Knowledge
base source of content. There are additional search resources available in
My Oracle Support.
(1/1) Points
True
False
Correct

23. When John enters a document number in the cloud support portal,
ONLY the document number entered is returned.
(1/1) Points
True
False
Correct

24. Why would a user need to search the Cloud Support Portal?
(1/1) Points
To investigate an issue the user is experiencing
To learn about a product or a service
To locate information on an error message
All of the above
Correct
25. A recommended best practice is to enter your search phase and THEN
select the service you are using.
(1/1) Points
True
False
Correct

26. The Cloud Support Portal search is divided into two areas: The search
area and the Oracle Products you have.
(1/1) Points
True
False
Correct
Using Oracle Community
(Answer all questions in this section)
27. To find content of interest in Oracle Cloud Customer Connect, you can
go to "Product Forums" and select your desired application such as "Human
Capital Management."
(1/1) Points
True
False
Correct

28. Is registration required for community access?

(1/1) Points
Yes, you need to register for Oracle Cloud Customer Connect
No, you do not need to register for Oracle Cloud Customer Connect
No, you do not need to register for either community option
Correct

29. What should you do if you have a question about Oracle E-Business
Suite but are not sure where to get help within My Oracle Support (MOSC)?
(1/1) Points
Type your question into the search bar, post it to any sub-category, and it
will get assigned to Oracle EBS
Locate the Oracle EBS category and then review all the sub-categories
within it to find the most relevant to your need
Locate the Oracle EBS category and just post your question there
Correct

30. What is the purpose of a Category and Sub-category in My Oracle

Support Community (MOSC)?
(1/1) Points
These structures are used to determine awarded points for posted content

These structures are only used by moderators to help move content

These structures are used to organize content into a high-level container
(Category) and then into targeted topics (Sub-category)
Correct
Page 1 of 2

Test: Oracle Cloud Support Specialist Assessment

Review your answers, feedback, and question scores below.

Using Oracle Community

(Answer all questions in this section)
31. You posted a new idea in Oracle Cloud Customer Connect. If the status
of the idea changes, you will see the status noted at the beginning of the
idea title. For example, [Under Oracle Review].
(1/1) Points
True
False
Correct

32. Your Oracle footprint may include both on premise products and cloud
services, so you should understand the options in the two highlighted
communities to best meet your needs.
(0/1) Points
True
False
Incorrect
Service Requests in Cloud Support Portal
(Answer all questions in this section)
33. Select the options available to you to view your Service Request and
perform an update.
(Choose all correct answers)
(0/1) Points
Use cloud.oracle.com
Use Oracle Application Customer Connect Portal
Use Cloud Support Portal
Use Mobile My Oracle Support
Incorrect

34. John has not received an update on his service request for some time
and the issue is becoming critical for his team. What is the recommended
best practice for gaining manager attention to this service request?
(1/1) Points
Create a new Service Request with the title Need Manager Attention
Wait until Oracle Support changes the SR to Needs Attention and then ask
for help
Log a non-technical service request and ask for manager attention
Call Oracle Support and ask for manager attention to his service request
Correct

35. In the Cloud Support Portal, you can possibly log a service request in
one step.
(1/1) Points
True
False
Correct

36. What does bringing management attention to your service request do?
Select all that apply.
(Choose all correct answers)
(1/1) Points
Makes your service the single point of attention within Oracle Support
Automatically triggers a guided resolution for this issue
Improves the communication process and creates an action plan for
resolution
Brings the right resources to your service request
Correct
37. It is a best practice to look at the current open tickets to ensure your
issue is NOT already logged by a peer in your organization.

(1/1) Points
True
False
Correct

38. Logging a service request in Cloud Support Portal is a 4-step process:

define problem, search for solutions, add attachments, review your SR and
add a severity.
(1/1) Points
True
False
Correct
Introduction to My Oracle Support for Cloud Users
(Answer all questions in this section)
39. You would like to set up Hot Topics Email notifications to more easily
stay informed about content of interest. How would you enable this
feature?
(1/1) Points
From My Account, select Hot Topics Email notifications, add selected
products, and indicate what types of updates to include (such as knowledge
articles and alerts).
This is a feature that your CUA needs to enable at the Support Identifier
level.
This is accomplished by clicking on the Gold Star to make a document a
favorite. That automatically enables the email notifications.
This is set up in Knowledge Preferences under My Account.
Correct

40. In the Cloud Support Portal, John can add the Bug Tracker region to his
dashboard.
(1/1) Points
True
False
Correct
41. In My Oracle Support on the dashboard tab, John is able to add two
Service Request regions: one for technical service requests he logged and
one for Contact Us service requests.
(0/1) Points
True
False
Incorrect

42. The number of tabs you see in My Oracle Support is based on the
entitlements that go with the products, assets, and services you have
purchased that are associated to you via your Support Identifier.
(1/1) Points
True
False
Correct

43. A recommended best practice in Oracle Cloud Support is to create a

Favorites folder and organize content you marked as Favorites into
meaningful folders.
(1/1) Points
True
False
Correct
Searching in My Oracle Support
(Answer all questions in this section)
44. What is the recommended best practice to expand your knowledge and
expertise with searching in My Oracle Support?
(1/1) Points
Access Oracle Technology Network and take the search training
Access the Getting Started region on the Dashboard and click My Oracle
Support How to Training to select the searching videos or click the Help
menu on the knowledge tab
Take the searching training on the Cloud Customer Connect site for My
Oracle Support
Correct
45. John wants to locate My Oracle Support Resource Center. He can put
quotes around My Oracle Support Resource Center to search for the full
phrase.
(1/1) Points
True
False
Correct

46. When searching in My Oracle Support, what is the recommended best

practice to find the most relevant content and solutions?
(1/1) Points
Just type a single word. The search engine can quickly find what you need
and you do not have to spend time typing a long search string
Include a search phrase or set of key words that is most targeted to your
need
Only use global search for specific error messages
Keep the search source default of Knowledge Base and Community
Correct

47. When searching in My Oracle Support, the results include discussion

questions from My Oracle Support Community.
(1/1) Points
True
False
Correct

48. John has conducted a search using just a search phrase and is reviewing
his results on the Knowledge tab. So far, he has not found the information
he wants. What can he do to improve this search?
(1/1) Points
Add a product to the search
Review the Tips section that appears above the search results and follow
the suggestions to refine the search
Click on additional search sources like Bug or Documentation to expand the
search
Add more detail to the search phrase to make it more specific
All of the above
Correct
49. What is the purpose of the 'Search Additional Oracle Sites' button you
see to the right of the search area on the Knowledge tab?
(1/1) Points
You click this button if you want to change the current sources for your
search like adding Bug or Patch
You click this button to extend your current search to www.oracle.com with
sources like Oracle Technology Network
This option automatically turns on your PowerView filters
This allows you to focus just on Cloud Customer Connect Community
Correct
Creating Service Requests in My Oracle Support
(Answer all questions in this section)
50. In My Oracle Support, it is possible to log a Service Request using one
screen like Cloud Support.
(1/1) Points
True
False
Correct

51. What is the recommended best practice if you trigger a guided

resolution during the SR creation process?
(1/1) Points
Take a quick look at the questions but go ahead and log the ticket because
you need help from Oracle Support
Carefully review the questions and provide detailed answers to trigger
suggested solutions. The guided resolution is a targeted way to find
answers and avoid a service request
Click the email button in the guided resolution to send the questions and
solutions to your inbox for further review
None of the above
Correct

52. A new team member, Alice, found out today that she will need to begin
logging service requests for her project. What should she do to ensure she
will have the correct access?
(1/1) Points
There is no preparation needed. Just log a service request at any time
Click on Contact Us in My Oracle Support to request access for Service
Requests
She can log up to 3 support requests with a temporary Support Identifier if
she needs immediate access. That option is available within the service
request process. During that time, her CUA can update her access
Confirm which Support Identifiers she will need for this specific project from
the Project Lead and then confirm she is associated to these Support
Identifiers in My Account. Finally, confirm she has SR Create and Update
access for each SI
Correct

53. A common reason that a user cannot log a service request in My Oracle
Support: User does NOT have the correct access level or the correct Support
Identifier associated and approved for their account.
(1/1) Points
True
False
Correct

54. When logging a service request in My Oracle Support, when you select
Problem Type, a Guided Resolution may be activated with additional
questions which may resolve your problem and help you avoid creating the
new Service Request.
(1/1) Points
True
False
Correct

55. Searching in My Oracle Support and posting questions in Community

are good ways to avoid logging a service request for a non-urgent issue.
(1/1) Points
True
False
Correct
Bug Management in My Oracle Support
(Answer all questions in this section)
56. John wants to review the recent bugs included in the next maintenance
pack for BigMachines CPQ. He can find this information in the Oracle CPQ
Cloud Support Center by clicking on the Defects link. He can only locate this
Support Center in My Oracle Support.
(1/1) Points
True
False
Correct

57. A good way to locate a defect or bug is to access the Support Center for
your Cloud Service Product.
(1/1) Points
True
False
Correct

58. John has just marked a bug as a favorite, and it automatically appears in
the Bug Tracker region on his dashboard in My Oracle Support. It will
continue to appear until he UNMARKS it as a favorite.
(1/1) Points
True
False
Correct

59. You can follow Bugs of interest in the Cloud Support Portal on the
Dashboard.
(0/1) Points
True
False
Incorrect

60. Susan wants to search for a BigMachines defect in My Oracle Support.

She types a search phrase in the global search box. Her results list is
displayed on the Knowledge tab. Bug is automatically selected as a source.
(1/1) Points
True
False
Correct
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