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1. Which SL24 Tape Library parts are end-user replaceable? Mark for Review(1) Points

Magazine, Tape drive and Base chassis

Magazine, Tape drive, Power supply and Base chassis

Power supply and Base chassis

Magazine, Power supply and Base chassis

Incorrect Incorrect. Refer to the SL24 Auto Loader and SL48 Library Installation and Maintenance training for more information.

2. Which LED indicator illuminates green when the librarypower is on? Mark for Review

(1) Points

Ready (*)

Error

Attention

Clean

Correct Correct

3. It's recommended using the magazine manual-release process when replacing magazines. Mark for Review(1) Points

True

False (*)

Correct Correct

4. The front-panel LEDs are Ready, Clean, Attention, and Error. Mark for Review

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(1) Points

True (*)

False

Correct Correct

5. Which library behavior allows the library to switch between Sequential and Random mode depending on the SCSI command received? Mark for Review(1) Points

Sequential

Random

Automode

Automatic (*)

Correct Correct6. What information is viewed under the Identity tab? Mark for Review (1) Points

Right magazine inventory, Library serial number and Drive SCSI ID

Library serial number, Library IP address and Drive SCSI ID (*)

Library IP address and Drive SCSI ID

Right magazine inventory, Library serial number, Library IP address andDrive SCSI ID


7. Which tasks are performed using options under the Support tab? Mark for Review(1) Points

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Perform general library diagnostics, Upgrade firmware, View library logs and Clean the drives (*)

Perform general library diagnostics, Upgrade firmware, View library logs, Clean the drives and View Tape Cartridge Logs

library diagnostics, Upgrade firmware, View drive logs and Clean the drives

Perform general library diagnostics, Upgrade firmware and View library logs


8. A rack-ready library in compact 2U`and 4U form factors, describes which two libraries? Mark for Review

(1) Points

(S24 and S48 Tape Library)

(S12and S24 Tape Library)

(SL12and SL24 Tape Library)

(SL24 and SL48 Tape Library) (*)


9. Which statement about the SL24/SL48 Tape Library magazines are correct? Mark for Review(1) Points

The SL24 Tape Library has three removable magazines; the SL48 Tape Libra

ry has six removable magazines.

The SL24 Tape Library has two removable magazines; the SL48 Tape Library has four removable magazines. (*)

The SL24 Tape Library has one removable magazines; the SL48 Tape Library has two removable magazines.

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The SL24 Tape Library has four removable magazines; the SL48 Tape Library has eight removable magazines.

Correct Correct

10. Choose the actions that can be taken using the OCP Configuration menu? Mark for Review(1) Points

Change drive 1 SCSI ID, Configure network settings and Configure mailslot (*)

Change drive 1 SCSI ID, Configure mailslot and Power on/off drives

Change drive 1 SCSI ID, Configure network settings, Configure mailslot and Power on/off drives

Change drive 4 SCSI ID, Configure network settings and Power on/off drives

Incorrect Incorrect. Refer to the SL24 Auto Loader and SL48 Library Installation and Maintenance training for more information

11. Allow the library to acclimate to the surrounding environment for at least 12 hours before unpacking it if the temperature in the room where the library will be installed varies by 15C (30F) from the room where the library was stored Mark for Review

(1) Points

True (*)

False

Correct Correct

12. Which statement about replacing a tape drive is correct? Mark for Review(1) Points

Before removing the tape drive, ensure that the LED on the tape drive being removed is off.

The tape drive is hot-swappable and before removing the tape drive, ensu

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re that the LED on the tape drive being removed is off. (*)

An administrator password is not needed to power down a tape drive.

Significant force is needed to insert the new tape drive into the drivebay and press the drive against the back of the library.

Correct Correct

13. Which options can be found in the OCP Operations menu? Mark for Review(1) Points

Set Master Drive and Run Tests

Run Tests, Unlock Left Magazines and Move Tape (SL24) or Move Media (SL48)

Set Master Drive, Run Tests, Unlock Left Magazines and Move Tape (SL24)or Move Media (SL48)

Unlock Left Magazines and Move Tape (SL24) or Move Media (SL48) (*)


14. Which statement about SCSI requirements and host bus adapter (HBA) considerations are correct? Mark for Review(1) Points

An HBA that supports LUN scanning is not necessary with a SCSI drive library.

An HBA that supports Target scanning is not necessary with a SCSI drivelibrary.

Ensure that your SCSI host adapter supports a wide SCSI-2 high-Voltage Differential (LVD) SCSI bus.

Ensure that your SCSI host adapter supports a wide SCSI-2 or SCSI-3 Low-Voltage Differential (LVD) SCSI bus. (*)

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15. How many mailslots can be configured on the SL24 Tape Library? Mark for Review(1) Points

1 (*)

3

4

2


16. Choose the contents that are shipped with the SL24/SL48 Tape Library, SCSI drive model? Mark for Review(1) Points

Two rack mount rails and Supported SCSI cables

Two rack mount rails, A SCSI terminator and Supported SCSI cables (*)

Four rack mount rails, Two SCSI terminator and Supported Fiber cables

Four rack mount rails and Supported SCSI cables

Correct Correct

17. The SL24/SL48 Tape Library has a shipping lock locatedin the top center of the library. Mark for Review(1) Points

True (*)

False

Correct Correct

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18. When replacing the SL48 Tape Library base chassis, which parts are removed from the old chassis and reinstalled into the new chassis? Mark for Review(1) Points

Power supply, Library controller, Robot and Tape drives

Power supply, Library controller and Tape drives (*)

Power supply and Library controller

Power supply and Tape drives

Correct Correct

19. The acronym (WORM) stands for? Mark for Review(1) Points

Write-Once, Read-Many (*)

White-Once, Red-Many

Write-On, Ready-More

Will-Once, Retry Many


20. Name some of the options that are found in the SL24 Tape Library OCP Status/Information menu? Mark for Review(1) Points

Inventory, Component Status, Network Information and Perform Inventory

Network Information and Perform Inventory (*)

Inventory, Component Status and Network Information

Inventory and Network Information

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21. The SL150 supports the following drives: Mark for Review(10) Points

LTO5 (*)

T10K C

LTO4 and LTO5

LTO4

Correct Correct!

22. True or False - The SL150 should be powered on using the Browser Graphical User interface. Mark for Review(10) Points

True

False (*)

Incorrect Sorry, that is not correct. Please review the course content and try again.

23. True or False - The SL150 supports encryption. Mark for Review(10) Points

True (*)

False


24. The SL150 is being released as a replacement for the? Mark for Review

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(10) Points

(Choose all correct answers)

SL700

SL24/48 (*)

SL3000

SL500 (*)

Correct Correct!

25. The initial SL150 touch screen default password is: Mark for Review(10) Points

password

null

passw0rd (*)

changeme


26. Which of the following are hot-swappable components for the SL-150? Mark for Review(10) Points


Magazines

Power Supplies (*)

LTO Drives (*)

Operator Panel

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27. The main approaches to monitoring the health and operations of the StorageTek SL150 Modular Tape Library System are: Mark for Review (10) Points


Reading the event log

Monitoring the Library from the User Interface (*)

Reviewing SL150healthstatus.log

Using Simple Network Management Protocol (SNMP) (*)

All of the above


28. True or False - the SL150 can proactively monitor the library health. Mark for Review(10) Points

True (*)

False

Correct Correct!

29. The base model of the SL-150 features how many USB port

s? Mark for Review(10) Points

8

9 (*)

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7

6


30. True or False - The SL150 does not have a license. Mark for Review(10) Points

True (*)

False

Correct Correct!

31. True or False - To increase customer ease of use, the SL150 doesn't allow for many Customer Replaceable Units (CRUs). Mark for Review(10) Points

True

False (*)

Incorrect Sorry, that is not correct. Please review the course co

ntent and try again.

32. The SL150 remote browser graphical user interface can be used to configure the following tasks: Mark for Review(10) Points

Creating Additional User Accounts

Partitioning

Configuring Tape Drives

Configuring Drive Cleaning Operations (*)

All of the above

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33. True or False - Refer to the StorageTek SL150 Modular Tape Library System Customer Replaceable Unit Guide for detailed instructions onreplacing SL150 FRUs. Mark for Review(10) Points

True

False (*)

Correct Correct!

34. True or False - the SL150 is NOT customer installable Mark for Review(10) Points

True

False (*)


35. You can add up to ____ 2U modules to expand cartridge capacity and increase the number of available tape drives. Mark for Review (10) Points

two

four

three

nine (*)


36. What type of teminator would you use with an LTO Generation 3 SCSI tape

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drive to ensure the maximum data transfer rate? Mark for Review(1) Points

Low voltage differential [LVD] (*)

None, the HBA provides the termination

Single ended

High voltage differential [HVD]

Correct Correct

37. You connect the MAGMA box to which personal computer element? Mark for Review(1) Points

Ethernet port

USB connector

Serial port connector

PCI CardBus (*)

Incorrect Incorrect. Please refer to the Sun StorageTek SCSI/Fibre Toolbox for Tape Drives course for more information.

38. Which test provides an option to show a graphical display? Mark for Review(1) Points

High Temp/Capacity

Write/Read/Positioning Stress/Data Integrity (*)

TapeScan

Quick QC

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Correct Correct

39. You can run the Tape Certification Test on which modelof tape drive? Mark for Review(1) Points

T10000A

LTO

DLT-S4

T9940B (*)


40. The 24GB Streaming Test has completed. How do you obtain the detailed read/write statistics? Mark for Review(1) Points

Select Inquiry in the Commands submenu

Select Confirm Device in the Tests submenu

Select Log Maintenance in the Commands submenu (*)

Select Tape Performance Measurement in the Tests submenu

Correct Correct

41. In a Disk-to-Disk-to-Tape solution the TTI would be used during which of the following? Mark for Review(1) Points

Writing of data from server to disk

ACSLS and Master Server communication

Writing of data from disk to tape (*)

Writing of data from client to server

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Correct Correct

42. What type of traffic goes across the TTI interface? Mark for Review(1) Points

SCSI commands

Library commands (*)

SNMP traps

Tape alerts

Incorrect Incorrect. Please refer to the Sun StorageTek Tape Transport Interface Fundamentals course for more information.

43. Which Sun StorageTek library needs to have its drives configured with a library slot address before the library will recognize the tape drive? Mark for Review(1) Points

9310 (*)

L180/L700

L1400

SL8500


44. What can be used to verify the Sun StorageTek tape library is communicating with a tape drive? Mark for Review(1) Points

SCSI Fibre Toolbox Library Drive Test

Library Operator Panel (*)

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Green LED blinking on the back of the tape drive

STDS Library Drive Test


45. On the SL8500 Library Console, the code version displayed on the System details page for each drive has a slash (/) followed by some digits that indicate which of the following? Mark for Review(1) Points

The version of the TTI code in that drive (*)

The fault symptom code

The tape expiration date

The install date


46. In a Fibre Channel network, a Node can best be described as which of the following ? Mark for Review

(1) Points

A device that can send and receive transmissions in a Fibre Channel network (*)

A disk

An optical connection

A library

Incorrect Incorrect. Please refer to the Sun StorageTek Fibre Channel Fundamentals for Tape Drives course for more information.

47. In a fabric topology, tape drives use how many bits for addressing ? Mark for Review

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(1) Points

36

24 (*)

16

8

Correct Correct

48. Fibre-optic cables transmit what type of signals ? Mark for Review(1) Points

Optical (*)

Power

Electrical

Analogue


49. The SCSI Fibre Channel Protocol is also referred to aswhich of the following ? Mark for Review(1) Points

ATM

IPPI (*)

ESCON

FCP

Incorrect Incorrect. Please refer to the Sun StorageTek Fibre Chan

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nel Fundamentals for Tape Drives course for more information.

50. In a fabric topology, you should power up which devicefirst ? Mark for Review(1) Points

The switch (*)

The host

The tape drive

The disk


51. If a tape drive experiences a problem during a read operation it will do which of the following first ? Mark for Review(1) Points

Report the problem to the host by sending sense data (*)

Execute the next command

Read to the end of the tape

Eject the cartridge

Correct Correct

52. A fabric topology includes which of the following ? Mark for Review(1) Points

Only hubs

Switches and / or directors (*)

Ethernet cables

Point-to-point connections

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Correct Correct

53. A Frame in a Fibre Channel transmission includes whichof the following ? Mark for Review(1) Points

Frequency information

Header information (*)

Calibration bits

Tape drive model information


54. Architectural layer FC-0 describes which of the following ? Mark for Review(1) Points

The hardware (*)

The flow control

The upper level mapping

The protocol

Correct Correct

55. A unique World Wide Node Name has how many bits ?

Mark for Review(1) Points

128

16

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8

64 (*)


56. From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how to mitigate that risk. Mark for Review(1) Points

System Health Region (*)

Getting started region

News Region

Service Request region

Draft Service Request region

Correct Corrrect

57. 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 fromtheir Oracle investments Mark for Review(1) Points

Customer Success Self-Assessment (*)

Transfer of Information (TOI)

Newsletters

Sustaining Support

Customer Services Catalog

Correct Corrrect

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58. 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. Mark for Review(1) Points

Traditional support model

Pro-active support model (*)

Predictive support model

None of the above

All of the above

Incorrect Incorrect, refer to the Creating Customer Value training for more information

59. 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. Mark for Review(1) Points


Support Process and Tools advisor webcasts (*)

Sustaining Support


Newsletters


60. 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 Mark for Review(1) Points

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True (*)

False

Correct Corrrect61. The My Oracle Support framework was created using FLEX Technology fromAdobe. Using the Flash viewer allowed the flexibility to design a system that is very user friendly. Mark for Review(1) Points

True (*)

False

Correct Correct

62. The Inventory and Usage region is available even for those who are not using the Configuration Manager. Mark for Review(1) Points

True

False (*)

Correct Corrrect

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

News region

Service Requests region (*)



Knowledge region

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Correct Corrrect

64. It is a support capability that automates the exchangeof configuration information between Oracle Support and our customers, enablingproactive detection of issues our customers may encounter, and allowing for faster resolution times in instances where you do run into an issue. Mark for Review(1) Points

Remote Diagnostcs Agent

Support Diagnostics tool

Upgrade wizard

Change assistant

Configuration Manager (*)


65. 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. Mark for Review

(1) Points

Sustaining Support

Newsletters

Customer Services Catalog (*)

Lifetime Support Policy


Correct Corrrect

66. True or False. Browse knowledge allows users to navigate through the product hierarchy to specific folders of content in order to eliminate noisy result

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s 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. Mark for Review(1) Points

True (*)

False


Oracle's Lifetime Support Policy(Answer all questions in this section)

67. Extended Support is provided for an how many additional years after Premier Support ends? Mark for Review

(1) Points

No limit

1 Year

5 years

8 Years

3 years (*)

Incorrect Incorrect. Refer to the Lifetime Support training for more information.

68. Lifetime Support supports you at Every Stage of the Applications Life Cycle Mark for Review(1) Points

True (*)

False

Incorrect Incorrect. Refer to the Lifetime Support training for m

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ore information.

69. Certifications of New Oracle Products are covered under which level(s) of support? Mark for Review(1) Points

Premier Support

Extended Support

Sustaining Support

Premier & Extended Support (*)

None of the Above

Incorrect Incorrect. Refer to the Lifetime Support training for more information.

MVSP Overview(Answer all questions in this section)

70. Under MVSP model, customer call a vendor for a problem. While the support analyst decides involvement from another vendor, he will logSR to another vendor, then customer follow the SR to another vendor. Mark for Review

(1) Points

True

False (*)

Correct Correct71. Which of the following statements are Partner requirements for collaboration in the Multi-Vendor Support Program (MVSP)? Mark for Review

(1) Points


Partner must direct Mutual Customers to contact Oracle Support directlyon Oracle-related issues.

Partner must provide and maintain standard contact and escalation inform

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ation for the MVSP. (*)

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

Partner must provide the Mutual Customer s support identification number when collaborating with Oracle Support. (*)

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

Incorrect Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

72. which are TSANet relationship levels? Mark for Review (1) Points


Open Group Agreements

Closed Group Agreements (*)

Mission Critical Community (*)

Classic or Standard Community (*)


73. As an active OPN member, you are automatical become OPN-MVSP benefit. Mark for Review(1) Points

True

False (*)

Correct Correct

74. Which of the following statements regarding enrollment

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in the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review(1) Points

Useful MVSP enrollment information can be found on the OPN portal underSupport > Learn About Support Offerings and Benefits.

The MVSP is offered as a value-added benefit at no additional costs to Oracle Partners as part of their OPN membership.

A Partner should enroll in the MVSP proactively if they provide supportservices to mutual customers.

A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. (*)

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN.


Oracle Support Basics(Answer all questions in this section)

75. As an active OPN member, you are automatical become OPN-MVSP benefit. Mark for Review(1) Points

True

False (*)

Correct Correct

76. Which of the following is the support challenges at the multiple vendor computing environment? Mark for Review

(1) Points

Complexity of MVS environments

Rising Multi-Vendor Support Activity

Expanding call Resolution Times

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Prohibitive Training Demands for technical analysts (*)

none of the above

All of the above


77. By participating in the MVSP as either a TSANet or OPNmember vendors are required to enter into time consuming or costly support or legal agreements. Mark for Review(1) Points

True

False (*)

Correct Correct

78. how many MVSP components? Mark for Review(1) Points

1

2 (*)

Correct Correct

79. There are no call restrictions with other members at the TSANet Mission Critical level Mark for Review(1) Points

True (*)

False


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80. A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with BOTH Oracle and a participating Partner. Mark for Review(1) Points

True (*)

False

Correct Correct

81. which year was TSANet established? Mark for Review(1) Points

1991

1990

1992

1993 (*)

1994








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83. Under MVSP model, customer call a vendor for a problem. While the support analyst decides involvement from another vendor, he will logSR to another vendor, then customer follow the SR to another vendor. Mark for Review(1) Points

True

False (*)


My Oracle Support(Answer all questions in this section)

84. Oracle recommends that customers install CPU Patches immediately Mark for Review(1) Points

True (*)

False

Correct Corrrect

85. Projects works with Configuration to Mark for Review (1) Points


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 (*)

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Allows you to manage the systems you choose to include in a single region (*)

None of the Above

Incorrect Incorrect. Refer to the Using Projects in My Oracle Support training for more information

86. How many filters can you add using PowerView Mark for Review(1) Points

None

1

5

10

As many as you need (*)

Incorrect Incorrect. Refer to the "Customizing The Dashboard in My Oracle Support" training for more information.

87. Lifecycle PowerView Filter requires Configuration Mark for Review

(1) Points

True (*)

False

Incorrect Incorrect. Refer to the Using PowerView in My Oracle Support training for more information

My Oracle Support Community(Answer all questions in this section)

88. 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 Mark for Review

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(1) Points

False

True (*)

Incorrect Incorrect. Refer to the My Oracle Support Community training for more information.

89. This tab in My Oracle Support community shows recentlycreated communities content. Mark for Review(1) Points

Profile tab

People finder tab

Discussions and Documents tab (*)

Tags tab

Private Messages tab


90. This is the region where the Community Members can follow as their rank grows through their continued community participation. Mark for Review(1) Points

The Tags region

The Rank region (*)

The News and Announements region

The Recent content region

The Getting started region

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Incorrect Incorrect. Refer to the My Oracle Support Community training for more information

91. To enter the My Oracle Support Community area you will need to: Login to My Oracle Support Navigate to the Community Tab and click on the Enter My Oracle Support Community button Mark for Review(1) Points

True (*)

Response 4

False

Response 5

Response 3

Correct Correct

92. 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. Mark for Review(1) Points

Categories (*)

Community

Threads

Discussions

Messages


93. Collaborative Support is the ability to rapidly resolve service incidents in customer environments through a collaborative resolution model (commonly known as a Community). Mark for Review(1) Points

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True (*)

False

Correct Correct

Oracle Collaborative Support Program(Answer all questions in this section)

94. In the OWC Toolbar , click on the following to enable Desktop Sharing Mark for Review(1) Points

Share 'Nothing'

Attendee drop down list

Chat icon

Conference Details button

Share Entire Desktop (*)

Incorrect Incorrect. Refer to the Collaborative Support Program Overview training for more information.

95. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. Mark for Review(1) Points

True (*)

False

Correct Correct

96. If you encounter issues in installing Oracle Web Conference Console , you should Mark for Review(1) Points

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Try using a different browser

Troubleshoot using New User Test (*)

Contact Oracle Support Hotline

Contact your Network administrator

None of the above


How to Escalate a Service Request within Oracle Support(Answer all questions in this section)

97. You should consider escalating an SR when Mark for Review(1) Points


you encounter a critical roadblock (*)

you are dissatisfied with the resolution or response to a Service Request (*)

the SR was raised with the wrong severity

Project deadline is within 10 days (*)

All of the above

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

st within Oracle Support training for more information.

98. A Customer should ensure the following before requesting for a Service Request Escalation Mark for Review(1) Points

Review the Service Request for correctness of problem statement

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Update SR with business impact

Update SR with milestone date

Assess the appropriateness of severity level (*)

All of the above

Incorrect Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information.

Customer Service Soft-skills Training Best Practices(Answer all questions in this section)

99. When reviewing communication standards in your company

it s important to review and address the following subject. List all that applies. Mark for Review(1) Points


Observe proper etiquette in address customers. (*)

Understand how to properly address conflict and issues to defuse emotion (*)

Use different vocabularies for addressing managers vs high tech database administrator (*)

Develop protocol for conducting and managing conference calls (*)

Speak in a tone that offers support and confidence. (*)

Correct Correct

100. Customer Loyalty propels your company forward increasing sales and profitability. Mark for Review(1) Points

True (*)

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False

Correct Correct

101. To define the difference between mediocre companies, poor performers and Market Leaders Mark for Review(1) Points


Create world-class customer contact (*)

Understand the difference between customer s needs and wants (*)

Understand the concept that business cannot exist without satisfied customers who help sustain revenues (*)

Know when to say no professionally to customer requests and providing al

ternate solutions (*)

Set reasonable and measureable expectations with their customers (*)

Correct Correct

102. What are softskills? Soft Skills let your customers know: (Select all that applies). Mark for Review(1) Points


They are important (*)

As a service provider are knowledgeable (*)

We are a staff of professional and solution focused (*)

We are setting clear expectations with customers (*)

None of the above

Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information.

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103. Not having answers or know how to obtain information in a timely manner contribute to customer frustration. Mark for Review(1) Points

True (*)

False


104. What the customers want? Customers want and expect thefollowing from Oracle and it s partners. Select all that applies. Mark for Review (1) Points


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

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

staff needs to be proficient in all available communication options andknow when to appropriately use each (*)

Effectively read customer s preferred communication style (*)

None of the above


105. Effective Communication skills are NOT essential in developing satisfied customers. Mark for Review(1) Points

True

False (*)

Incorrect Incorrect. Refer to the Customer Service Soft-skills Tr

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aining Best Practices training for more information.

1. What information is viewed under the Status tab? Mark for Review (1) Points

Robotic status, Drive activity and Tape cartridge inventory (*)

Drive activity, User password and Tape cartridge inventory

Drive activity and Tape cartridge inventory

User password and Tape cartridge inventory

Correct Correct

2. What information is viewed under the Identity tab?


Library IP address and Drive SCSI ID

Right magazine inventory, Library serial number and Drive SCSI ID

Library serial number, Library IP address and Drive SCSI ID (*)

Right magazine inventory, Library serial number, Library IP address andDrive SCSI ID

Correct Correct

3. Which statement about SCSI requirements and host bus adapter (HBA) considerations are correct? Mark for Review(1) Points

An HBA that supports Target scanning is not necessary with a SCSI drivelibrary.

Ensure that your SCSI host adapter supports a wide SCSI-2 or SCSI-3 Low-Voltage Differential (LVD) SCSI bus. (*)

Ensure that your SCSI host adapter supports a wide SCSI-2 high-Voltage Differential (LVD) SCSI bus.

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An HBA that supports LUN scanning is not necessary with a SCSI drive library.

Correct Correct

4. Name some of the options that are found in the SL24 Tape Library OCP Status/Information menu? Mark for Review(1) Points

Inventory, Component Status, Network Information and Perform Inventory

Network Information and Perform Inventory (*)

Inventory, Component Status and Network Information

Inventory and Network Information

Correct Correct

5. Which components are accessible from the front panel? Mark for Review(1) Points

Magazines, Operator control panel, Power button and Power connector

Magazines, Operator control panel, Power button, Power connector and Drives

Magazines and Power button

Magazines, Operator control panel and Power button (*)


6. When replacing the SL48 Tape Library base chassis, which parts are removed from the old chassis and reinstalled into the new chassis? Mark for Review (1) Points

Power supply, Library controller and Tape drives (*)

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Power supply and Library controller

Power supply, Library controller, Robot and Tape drives

Power supply and Tape drives

Correct Correct

7. It's recommended using the magazine manual-release process when replacing magazines. Mark for Review(1) Points

True

False (*)

Correct Correct

8. Allow the library to acclimate to the surrounding environment for at least 12 hours before unpacking it if the temperature in the roomwhere the library will be installed varies by 15C (30F) from the room where the library was stored Mark for Review(1) Points

True (*)

False

Correct Correct

9. Which options can be found in the OCP Operations menu? Mark for Review(1) Points

Unlock Left Magazines and Move Tape (SL24) or Move Media (SL48) (*)

Set Master Drive and Run Tests

Run Tests, Unlock Left Magazines and Move Tape (SL24) or Move Media (SL48)

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Set Master Drive, Run Tests, Unlock Left Magazines and Move Tape (SL24)or Move Media (SL48)

Correct Correct

10. The acronym (WORM) stands for? Mark for Review(1) Points

White-Once, Red-Many

Write-Once, Read-Many (*)

Will-Once, Retry Many

Write-On, Ready-More

Correct Correct

11. The SL24 Tape Library can hold up to the many data cartridges. Mark for Review(1) Points

24

28

20 (*)

16


12. Which SL24 Tape Library parts are end-user replaceable? Mark for Review(1) Points

Magazine, Power supply and Base chassis

Magazine, Tape drive and Base chassis

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Power supply and Base chassis

Magazine, Tape drive, Power supply and Base chassis


13. Which statement about the SL24/SL48 Tape Library magazines are correct? Mark for Review(1) Points

The SL24 Tape Library has four removable magazines; the SL48 Tape Library has eight removable magazines.

The SL24 Tape Library has two removable magazines; the SL48 Tape Library has four removable magazines. (*)

The SL24 Tape Library has three removable magazines; the SL48 Tape Library has six removable magazines.

The SL24 Tape Library has one removable magazines; the SL48 Tape Library has two removable magazines.

Correct Correct

14. Which components are accessible from the rear panel? Mark for Review(1) Points

Tape drives, Power button, Power connector and Ethernet port

Tape drives, Power button and Power connector

Tape drives, Power button and Ethernet port (*)

Power button and Ethernet port


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15. The SL24/SL48 Tape Library has a shipping lock locatedin the top center of the library. Mark for Review(1) Points

True (*)

False

Correct Correct

16. Choose the actions that can be taken using the OCP Configuration menu? Mark for Review(1) Points

Change drive 1 SCSI ID, Configure network settings, Configure mailslot and Power on/off drives

Change drive 1 SCSI ID, Configure network settings and Configure mailslo

t (*)

Change drive 1 SCSI ID, Configure mailslot and Power on/off drives

Change drive 4 SCSI ID, Configure network settings and Power on/off drives

Correct Correct

17. The front-panel LEDs are Ready, Clean, Attention, and Error. Mark for Review(1) Points

True (*)

False

Correct Correct

18. Which library behavior allows the library to switch between Sequential and Random mode depending on the SCSI command received? Mark for Review(1) Points

Automatic (*)

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Automode

Random

Sequential

Correct Correct

19. The robotic motion is stopped when a magazine is removed. Mark for Review(1) Points

True (*)

False

Correct Correct

20. A rack-ready library in compact 2U`and 4U form factors, describes which two libraries? Mark for Review(1) Points

(SL24 and SL48 Tape Library) (*)

(SL12and SL24 Tape Library)

(S24 and S48 Tape Library)

(S12and S24 Tape Library)

Correct Correct

21. Which of the following are hot-swappable components for the SL-150? Mark for Review(10) Points


Power Supplies (*)

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Magazines

Operator Panel

LTO Drives (*)

Correct Correct!

22. True or False - The SL150 supports encryption. Mark for Review(10) Points

True (*)

False

Correct Correct!

23. The SL150 is being released as a replacement for the? Mark for Review(10) Points


SL700

SL24/48 (*)

SL500 (*)

SL3000

Correct Correct!

24. Basic library initialization performed from the touch screen of the SL150 front control panel involves the following tasks: Mark for Review(10) Points


Changing the default administrator password (*)

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Setting the date and time for the library (*)

Creating a partition

Configuring the library network interface (*)

Correct Correct!

25. You can add up to ____ 2U modules to expand cartridge capacity and increase the number of available tape drives. Mark for Review (10) Points

four

nine (*)

three

two

Correct Correct!

26. The HP Library and Tape Tool (LTT) diag tool will allow you to:


Retrieve Support Dumps from a tape drive

Upgrade the firmware on a tape drive

Run diagnostics/health checks on a tape drive

All of the above (*)

Correct Correct!

27. The SL150 remote browser graphical user interface can be used to configure the following tasks: Mark for Review(10) Points

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Creating Additional User Accounts

Partitioning

Configuring Tape Drives

Configuring Drive Cleaning Operations (*)

All of the above

Correct Correct!

28. True or False - The SL150 library supports both version 2c and version 3 of the SNMP standard. Mark for Review(10) Points

True (*)

False


29. What features does the new library GUI in the Remote Browser Interface include in the SL150? Mark for Review(10) Points


Manage settings (*)

Preform library operations (*)

Monitor library health (*)

Oraganize magazines


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30. True or False - the SL150 is NOT customer installable Mark for Review(10) Points

True

False (*)

Correct Correct!

31. The main approaches to monitoring the health and operations of the StorageTek SL150 Modular Tape Library System are: Mark for Review(10) Points


Reading the event log

Monitoring the Library from the User Interface (*)

Reviewing SL150healthstatus.log

Using Simple Network Management Protocol (SNMP) (*)

All of the above

Correct Correct!

32. True or False - Refer to the StorageTek SL150 Modular Tape Library System Customer Replaceable Unit Guide for detailed instructions onreplacing SL150 FRUs. Mark for Review(10) Points

True

False (*)

Correct Correct!

33. True or False - the SL150 can proactively monitor the library health. Mark for Review(10) Points

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True (*)

False

Correct Correct!

34. The initial SL150 touch screen default password is: Mark for Review(10) Points

password

changeme

null

passw0rd (*)

Correct Correct!

35. True or False - The SL150 should be powered on using the Browser Graphical User interface. Mark for Review(10) Points

True

False (*)

Correct Correct!

36. From which Web site can you download a driver for the MAGMA box? Mark for Review(1) Points

http://support.qlogic.com/support/

Sun System Handbook (*)

Primus database

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Customer Resource Center

Correct Correct

37. Which test provides an option to show a graphical display? Mark for Review(1) Points

Write/Read/Positioning Stress/Data Integrity (*)

TapeScan

Quick QC

High Temp/Capacity

Correct Correct

38. What type of teminator would you use with an LTO Generation 3 SCSI tape drive to ensure the maximum data transfer rate? Mark for Review(1) Points

High voltage differential [HVD]

Single ended

None, the HBA provides the termination

Low voltage differential [LVD] (*)

Correct Correct

39. What is the maximum number of host bus adapter (HBA) cards you can install in the MAGMA box without a special mounting bracket? Mark for Review(1) Points

Zero

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One

Three

Two (*)

Correct Correct

40. You have started the SCSI/Fibre ToolBox, but the GUI displays a disk target on the internal SCSI bus of the personal computer. How would you display the tape drive target? Mark for Review(1) Points

Use the View All Buses button (*)

Select Confirm Device in the Tests submenu

Select Test Unit Ready in the Commands submenu

Use the File menu


41. What can be used to verify the Sun StorageTek tape library is communicating with a tape drive? Mark for Review(1) Points

STDS Library Drive Test

SCSI Fibre Toolbox Library Drive Test

Library Operator Panel (*)

Green LED blinking on the back of the tape drive

Correct Correct

42. The TTI interface communicates using which protocol? Mark for Review

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(1) Points

SCSI

FDDI

Fibre channel

Serial (*)


43. In a Disk-to-Disk-to-Tape solution the TTI would be used during which of the following? Mark for Review(1) Points

ACSLS and Master Server communication

Writing of data from server to disk

Writing of data from disk to tape (*)

Writing of data from client to server

Correct Correct

44. Which Sun StorageTek library needs to have its drives configured with a library slot address before the library will recognize the tape drive? Mark for Review(1) Points

SL8500

L1400

9310 (*)

L180/L700

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Correct Correct

45. The TTI Interface contains what components? Mark for Review(1) Points

Host software, cabling, tape drive, library

Library management software, cabling, tape drive, library

Backup software, cabling, tape drive, library

Twisted pair cables, connectors, library, tape drive (*)


46. Fibre-optic cables transmit what type of signals ? Mark for Review (1) Points

Power

Electrical

Optical (*)

Analogue

Correct Correct

47. In a fabric topology, what is the purpose of the Switch Simple Nameserver ? Mark for Review(1) Points

It maintains a database of ports on the fabric (*)

It maps switch ports

It connects to a public loop

It calculates World Wide Node Names

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Correct Correct

48. In a Fibre Channel network, a Node can best be described as which of the following ? Mark for Review(1) Points

A library

A disk

An optical connection

A device that can send and receive transmissions in a Fibre Channel network (*)

Correct Correct

49. A Frame in a Fibre Channel transmission includes whichof the following ? Mark for Review(1) Points

Calibration bits

Header information (*)

Tape drive model information

Frequency information

Correct Correct

50. When a tape drive in a fabric network is powered on, wh

at is the next step in the sequence required for it to be able to operate as part of the network ? Mark for Review(1) Points

Fabric Login (FLOGI) (*)

Fabric registration

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Port Login (PLOGI)

Process Login (PRLI)

Correct Correct

51. What is a possible source of light in a Fibre Channel network ? Mark for Review(1) Points

Laser (*)

Glass fiber

Fluorescent light

Electrical impulse

Correct Correct

52. How many layers are defined in the Fibre Channel architecture ? Mark for Review(1) Points

8

4 (*)

1

16

Correct Correct

53. A Fibre Channel arbitrated loop topology uses which device ? Mark for Review(1) Points

A terminal

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A hub (*)

A director

A switch


54. A World Wide Port Name is assigned to what ? Mark for Review(1) Points

The hub

The ESCON Director

All Nodes

Each port of an HBA and each port of a tape drive (*)

Correct Correct

55. A unique World Wide Node Name has how many bits ? Mark for Review

(1) Points

16

8

64 (*)

128

Correct Correct

56. 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. Mark for Review(1) Points

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Patches & Updates tabb

Knowledge Base (*)

Service Request tab

Dashboard tab

Communtiy tab


57. 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. Mark for Review(1) Points



Sustaining Support

Newsletters (*)

Lifetime Support Policy


58. 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. Mark for Review(1) Points

True (*)

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False

Correct Corrrect

59. Patches and Updates tab- This functionality has been completely redesigned with the migration from Metalink and Metalink 3 to My Oracle Support. This tab now provides the user with a dashboard centric, Patch Home Page allowing the user to: Mark for Review(1) Points


Identifying collections of patches which a customer might want to consider applying as a group. (*)

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

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

Provides Patch Recommendations making it easier to obtain and deploy fixes for known critical issues (*)

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

Correct Corrrect

60. Identify the support model described: This support model centered around reactively working customer issues. You work with support on the issue, identify a solution, and then move to implement that solution. Mark for Review(1) Points

Traditional support model (*)

Pro-active support model

Predictive support model

None of the above

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All of the above


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


Knowledge region

News region

Service Requests region (*)



62. This region contains the capability to drill down and see the details for any of the systems in your collected configurations. You cancompare point in time history of your systems as well, allowing you to identifyany changes that have occurred over time. Mark for Review

(1) Points



News region

Service Request region

Systems region (*)

Correct Corrrect

63. Our main focus in Support is to assist in minimizing an

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y disruptions to your system. We do this through Mark for Review(1) Points


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

Correct Correct

64. 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 Mark for Review(1) Points

True (*)

False

Correct Corrrect

65. List all benefits of using My Oracle Support. Mark for Review(1) Points


Provides you access to the My Oracle Support Community, where you can participate in discussions, and exchange knowledge with an extensive network of peers and Oracle experts. (*)

Answers 1,2 & 3 only

It is Oracle's next generation support platform. (*)

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It is an easy to navigate, web-based portal that provides personalized,proactive, and collaborative support. (*)

It is the single point-of-entry for all interactions with Oracle Support (*)

Correct Corrrect

66. 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 showup. Mark for Review(1) Points

True (*)

False


Oracle's Lifetime Support Policy(Answer all questions in this section)

67. While in Sustaining Support, the pricing is equal to pricing as if in Premier Support Mark for Review(1) Points

True (*)

False

Correct Corrrect

68. Certifications of New Oracle Products are covered under

which level(s) of support? Mark for Review(1) Points

Premier Support

Extended Support

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Sustaining Support

Premier & Extended Support (*)

None of the Above

Correct Corrrect

69. Lifetime Support supports you at Every Stage of the Applications Life Cycle Mark for Review(1) Points

True (*)

False

Correct Corrrect

MVSP Overview(Answer all questions in this section)

70. how many MVSP components? Mark for Review(1) Points

2 (*)

1

Correct Correct


True (*)

False

Correct Correct

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72. Which of the following is the support challenges at the multiple vendor computing environment? Mark for Review(1) Points





none of the above

All of the above

Correct Correct

73. which year was TSANet established? Mark for Review (1) Points

1994

1992

1991

1993 (*)

1990

Correct Correct

74. Which of the following statements are Partner requirements for participation in the Multi-Vendor Support Program (MVSP)? Mark for Review(1) Points


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Partner must be accepted into all Product Focus Areas in order to participate in the MVSP.

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

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

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

Partner must apply and received confirmation of acceptance for use of the MVSP benefit. (*)


Oracle Support Basics(Answer all questions in this section)

75. Which of the following statements are Partner requirements for participation in the Multi-Vendor Support Program (MVSP)? Mark for Review(1) Points


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

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

Partner must apply and received confirmation of acceptance for use of the MVSP benefit. (*)

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

Partner must be accepted into all Product Focus Areas in order to participate in the MVSP.


76. MVSP can be a replacement for support Mark for Review

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(1) Points

True

False (*)

Correct Correct

77. Which of the following statements reflect the value proposition to our Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Review(1) Points


Increases the risk and costs associated with owning multi-vendor solutions.

Increases the time to implementation for multi-vendor solutions.

Provides enhanced support value for multi-vendor implementations. (*)

Improves response by having all parties involved in the collaboration. (*)

Strives to prevent the frustration of finger-pointing between vendors andimproves overall satisfaction. (*)



True (*)

False

Correct Correct

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79. which year was TSANet established? Mark for Review (1) Points

1994

1990

1993 (*)

1992

1991

Correct Correct

80. Which of the following statements are Partner requirements for collaboration in the Multi-Vendor Support Program (MVSP)? Mark for Review(1) Points


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

Partner must provide and maintain standard contact and escalation inform

ation for the MVSP. (*)

Partner must provide the Mutual Customer s support identification number when collaborating with Oracle Support. (*)

Partner must direct Mutual Customers to contact Oracle Support directlyon Oracle-related issues.

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

Correct Correct

81. Which of the following is the support challenges at the multiple vendor computing environment? Mark for Review(1) Points

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none of the above

All of the above

Correct Correct

82. As an active OPN member, you are automatical become OPN-MVSP benefit. Mark for Review

(1) Points

True

False (*)

Correct Correct







Correct Correct

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My Oracle Support(Answer all questions in this section)

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


Host Name, Lifecycle, Platform and Product (*)

SR Owner, SR Creation Date, SR Closure Date

Support Identifier, System Description, System Name (*)

Custom System Properties (*)

None of the Above

Incorrect Incorrect. Refer to the Using PowerView in My Oracle Support training for more information

85. Oracle recommends that customers install CPU Patches immediately Mark for Review(1) Points

True (*)

False

Correct Corrrect

86. My Oracle Support Global Search searches Mark for Review(1) Points

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

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Response 4

Response 3

True (*)

False

Correct Correct

90. 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. Mark for Review(1) Points

Messages

Threads

Community

Discussions

Categories (*)

Correct Correct

91. 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. Mark for Review(1) Points

True (*)

False

Correct Correct

92. This is the region where the message from an Oracle Executive is often highlighted. Mark for Review(1) Points

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The Spotlight region (*)



The Tags region


93. This is the region where the Community Members can follow as their rank grows through their continued community participation. Mark fo

r Review(1) Points


The Tags region

The Rank region (*)



Correct Correct

Oracle Collaborative Support Program

(Answer all questions in this section)

94. If you encounter issues in installing Oracle Web Conference Console , you should Mark for Review(1) Points

Try using a different browser

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Troubleshoot using New User Test (*)

Contact Oracle Support Hotline

Contact your Network administrator

None of the above

Correct Correct

95. Which of the following are the benefits of using Oracle Collaborative Support ? Mark for Review(1) Points


Faster resolution of issues (*)

Provide training on how to use a Product

Improve Customer Satisfaction (*)

Provide customer with license discounts

All of the above


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

True (*)

False

Correct Correct

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How to Escalate a Service Request within Oracle Support(Answer all questions in this section)

97. The most effective way to escalate a SR is to Mark for Review(1) Points

Via your Oracle Account Manager

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

Call into the Support Hotline number

Update the SR with escalation request via My Oracle Support

Incorrect Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information.

98. If you wish to escalate further up the Oracle Management chain what must you have in place? Mark for Review(1) Points

Escalation contacts further up your internal organisation (*)

Authorisation from your Oracle Account Manager

An additional business case

OCS session arranged

Correct Correct

Customer Service Soft-skills Training Best Practices(Answer all questions in this section)

99. It is good communication practice to train staff to shield customers from internal issues maintain professionalism and confidence whenin front of customer if internal roadblocks are encountered. Mark for Review (1) Points

True (*)

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False

Correct Correct

100. 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. Mark for Review(1) Points

True (*)

False


101. When reviewing communication standards in your company it s important toreview and address the following subject. List all that applies. Mark for Review(1) Points


Speak in a tone that offers support and confidence. (*)

Observe proper etiquette in address customers. (*)

Develop protocol for conducting and managing conference calls (*)

Use different vocabularies for addressing managers vs high tech database administrator (*)

Understand how to properly address conflict and issues to defuse emotion (*)

Correct Correct

102. Superior Ownership Experience is all about relationships, trust, commitment, communication, doing the right thing Mark for Review (1) Points

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True (*)

False

Correct Correct

103. Understand the difference between what your customers want and what your customers need helps provide positive customer experience. Providing targeted information and advice they can use them to focus more on what they need than on what they think they want. Mark for Review(1) Points

True (*)

False


104. The primary difference between making unhappy customers happy and making happy customers even happier is the point of initiation. Withunhappy 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. Mark for Review(1) Points

True (*)

False

Correct Correct

105. Select ALL important points to consider to ensuring a productive relationship with your customers. Mark for Review(1) Points


Teach the customer how to better interact with your processes (*)

Under promise and over deliver (*)

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Define and structure service provided what is provided and how, time lines, milestones (*)

Teach and develop time-management skills for your employees prioritization of tasks, urgency vs impact (*)

Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*)

Correct Correct

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