94192760 2012 Support Specialistse 2

1. This stage of Life time Support provides technical support, including access to our online support tools, knowledge bases, and technical support experts. It is available for as long as you license your Oracle products.

Mark for Review (1) Points

Lifetime Support Policy

Premier Support

Extended support

Sustaining Support (*)

None of the above

Corrrect

2. This region allows for quick and easy monitoring of all your open issues right at the dashboard. Mark for Review

(1) Points

Knowledge region

Service Requests region (*)

News region

Draft Service Request region

Getting started region

Corrrect

3. 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.


Support Diagnostics tool

Remote Diagnostcs Agent

Configuration Manager (*)

Change assistant

Upgrade wizard

Corrrect

4. 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.


Customer Services Catalog

Sustaining Support

Transfer of Information (TOI)

Newsletters (*)


Corrrect

5. This training resource is built for practical real-world situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment.


Oracle By Example (OBE) (*)

Sustaining Support


Newsletters


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

6. This is another resource containing recorded discussions during which development outlines functionality included within new product releases.


Sustaining Support


Transfer of Information (TOI) (*)


Newsletters


7. 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


Customer Success Self-Assessment (*)

Newsletters



Sustaining Support

Corrrect

8. 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.


Traditional support model (*)

Pro-active support model

Predictive support model

None of the above

All of the above

Correct

9. 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.


True (*)

False

Correct

10. 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.



Newsletters

Sustaining Support

Customer Services Catalog (*)


Corrrect

11.

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

Correct

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

12. Extended Support has a what % uplift over the current Premier support fee for the first year of the Extended Support period. Mark for Review

(1) Points

15%

5%

20%

10% (*)

2%

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

13. Certifications with most New Third Party Products/Versions 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

Corrrect

14. Premier Support Extends for how many years after a product's release? Mark for Review

(1) Points

10 years

8 Years

5 years (*)

No limit

1 Year

Corrrect

MVSP Overview (Answer all questions in this section)

15. which year was TSANet established? Mark for Review

(1) Points

1990

1991

1993 (*)

1994

1992

Correct

16. There are no call restrictions with other members at the TSANet Mission Critical level Mark for Review

(1) Points

True (*)

False

Correct

17. To support mutual customer, MVSP vendor must use customer's CSI to log SR to Oracle to ensure that the customer is a current Oracle support customer


True

False (*)

Correct

18. A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with BOTH Oracle and a participating Partner.


True (*)

False

Correct

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

(1) Points

True

False (*)

Correct

Oracle Support Basics (Answer all questions in this section)

20. Which is a valid name of a diagnostic tool for Oracle Server? Mark for Review

(1) Points

SR (Service Request)

RDA (Remote Diagnostic Agent) (*)

Configuration Manager

OWC (Oracle Webconference)

Correct

21.

Which severity should a SR be raised at if there if a minor impact on the business?


Severity1

Severity3 (*)

Severity 4

Severity 2

Correct

22. When should a SR severity be changed? Mark for Review

(1) Points

Never

When the impact on the business changes (*)

When escalating a SR

As soon as the SR is opened

Correct

23. Which of the following is not a benefit of the Oracle Diagnostic Tools? Mark for Review

(1) Points

Application customers can run proactive tests

Customer can log an SR and leave all action with Oracle until resolved (*)

Reduces SR ping-pong

Captures customer configuration information

Correct

24. True or False? The first level of escalation will bring Support Management attention to your SR Mark for Review

(1) Points

True (*)

False

Correct

My Oracle Support (Answer all questions in this section)

25. Oracle recommends that customers install CPU Patches immediately Mark for Review

(1) Points

True (*)

False

Corrrect

26. How many filters can you add using PowerView Mark for Review

(1) Points

None

1

5

10

As many as you need (*)

Corrrect

27. Lifecycle PowerView Filter requires Configuration Mark for Review

(1) Points

True (*)

False

Corrrect

28. In what ways can you customize your dashboard Mark for Review

(1) Points

Minimize and maximize regions

Drag and drop regions

Sort attributes ascending or descending

None of the above

All of the above (*)

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

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

29. Your Personal Information region in User Profile in My Oracle Support Community contains Mark for Review

(1) Points

(Choose all correct answers)

Name (*)

Email (*)

Phone (*)

Race

None of the Above

Correct

30. This tab in My Oracle Support Community is a way for you to organize and easily find community content. Mark for Review

(1) Points

Tags tab (*)

People finder tab

Private Messages tab

Profile tab

Discussions and Documents tab

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

Page 3 of 6

21.

Which severity should a SR be raised at if there if a minor impact on the business?


http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp



Severity1

Severity3 (*)

Severity 4

Severity 2

Correct

22. When should a SR severity be changed? Mark for Review

(1) Points

Never

When the impact on the business changes (*)

When escalating a SR

As soon as the SR is opened

Correct

23. Which of the following is not a benefit of the Oracle Diagnostic Tools? Mark for Review

(1) Points

Application customers can run proactive tests

Customer can log an SR and leave all action with Oracle until resolved (*)

Reduces SR ping-pong

Captures customer configuration information

Correct

24. True or False? The first level of escalation will bring Support Management attention to your SR Mark for Review

(1) Points

True (*)

False

Correct

My Oracle Support (Answer all questions in this section)

25. Oracle recommends that customers install CPU Patches immediately Mark for Review

(1) Points

True (*)

False

Corrrect

26. How many filters can you add using PowerView Mark for Review

(1) Points

None

1

5

10

As many as you need (*)

Corrrect

27. Lifecycle PowerView Filter requires Configuration Mark for Review

(1) Points

True (*)

False

Corrrect

28. In what ways can you customize your dashboard Mark for Review

(1) Points

Minimize and maximize regions

Drag and drop regions

Sort attributes ascending or descending

None of the above

All of the above (*)

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

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

29. Your Personal Information region in User Profile in My Oracle Support Community contains Mark for Review

(1) Points


Name (*)

Email (*)

Phone (*)

Race

None of the Above

Correct

30. This tab in My Oracle Support Community is a way for you to organize and easily find community content. Mark for Review

(1) Points

Tags tab (*)

People finder tab


Profile tab

Discussions and Documents tab

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

Page 3 of 6

31.

My Oracle Support Community is set-up using Categories, Communities, Discussions, and Threads.


True (*)

False

Correct

32. My Oracle Support Community members have the ability to report any abuse that may be occurring within a discussion or document Mark for Review

(1) Points

True (*)

False

Correct

33. By default everyone’s Tags in My Oracle Support Community will be displayed in the left hand column of the Tag Cloud Region Mark for Review

(1) Points

True (*)

False

Correct

34. In My Oracle Support Community, once you subscribe, all community content, including discussions, documents, community lists, and top participants will be filtered by your subscription


True (*)

False

Correct

Oracle Collaborative Support Program




(Answer all questions in this section)

35. 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.


True (*)

False

Correct

36. If you encounter issues in installing Oracle Web Conference Console , you should Mark for Review

(1) Points

Try using a different browser

Troubleshoot using New User Test (*)

Contact Oracle Support Hotline

Contact your Network administrator

None of the above

Correct

37. In the OWC Toolbar , click on the following to enable Desktop Sharing Mark for Review

(1) Points

Attendee drop down list

Share 'Nothing'

Conference Details button

Share ‘Entire Desktop’ (*)

Chat icon

Correct

Oracle Configuration Manager (Answer all questions in this section)

38. How are RDA generated configurations created? Mark for Review

(1) Points

They are created when you install OCM.

They are automatically generated when you run RDA.

They are automatically created when you log an SR with an RDA output attached. (*)

Oracle Support Engineers create them when they connect using OWC.

Your My Oracle Support administrator creates them when they install OCM

Corrrect

39. What are the different types of configurations? Mark for Review

(1) Points


Manually entered

Automatically generated by RDA (*)

Auto collected (*)

Configs associated with projects

All of these

Incorrect. Refer to the Software Config Manager training for more information.

40. How often does OCM collect the auto-config data? Mark for Review

(1) Points

Every time you log an SR against that configuration.

As often as you want - you can set it up as a batch process.

Every 24 hours (*)

Once a week

You run the OCM manually.

Incorrect. Refer to the Software Config Manager training for more information.

41.

Name two pro-active features of the Configuration Manager



System Healthchecks (*)

Patch Advice (*)

SQL Tuning

Configuration Comparison

Hang Analysis

Correct

42. Which tab in My Oracle Support should you use to access materials regarding the Configuration Manager? Mark for Review

(1) Points

Configuration

Patches and Updates

Collector (*)

Service Requests

Knowledge

Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Support training for more information.

43. Complete inventory reporting is available ONLY if we are using the Configuration Manager Mark for Review

(1) Points

True (*)

False

Correct

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section)

44. Once the Configuration information is uploaded the customer then can log Service Requests directly against an uploaded configuration right from the My Oracle Support Interface


True (*)

False

Correct

Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section)

45. What is the minimum RDA version required to have RAC multi-node support Mark for Review

(1) Points

3.1

3.6

5.3

4.2 (*)

4.7

Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information.

46. Name the types of Service Requests where RDA is essential Mark for Review

(1) Points


ORA-00600 internal errors (*)

Instalaltion and configuration (*)

Performance related issues (*)

Upgrade media requests

Answers to "How To" questions


47. Only Unix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RAC environment Mark for Review

(1) Points

True (*)

False

Correct

48. New releases of the Remote Diagnostic Agent is made available on a continuous basis. Which section of the My Oracle Support portal will provide the alert for this availability?


News and Notes (*)

Certification

Healthcheck region

Collector Download

Knowledge Articles

Correct

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

49. 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

Correct

50. If you wish to escalate further up the Oracle Management chain what must you have in place? Mark for Review

(1) Points

Authorisation from your Oracle Account Manager

Escalation contacts further up your internal organisation (*)

OCS session arranged

An additional business case

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

41.

Name two pro-active features of the Configuration Manager



System Healthchecks (*)

Patch Advice (*)

SQL Tuning

Configuration Comparison

Hang Analysis

Correct

42. Which tab in My Oracle Support should you use to access materials regarding the Configuration Manager? Mark for Review

(1) Points

Configuration

Patches and Updates

Collector (*)

Service Requests

Knowledge


43. Complete inventory reporting is available ONLY if we are using the Configuration Manager Mark for Review

(1) Points

True (*)

False

Correct

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section)

44. Once the Configuration information is uploaded the customer then can log Service Requests directly against an uploaded configuration right from the My Oracle Support Interface


True (*)

False

Correct

Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section)

45. What is the minimum RDA version required to have RAC multi-node support Mark for Review

(1) Points

3.1

3.6

5.3

4.2 (*)

4.7


46. Name the types of Service Requests where RDA is essential Mark for Review

(1) Points


ORA-00600 internal errors (*)

Instalaltion and configuration (*)

Performance related issues (*)

Upgrade media requests

Answers to "How To" questions


47. Only Unix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RAC environment Mark for Review

(1) Points

True (*)

False

Correct

48. New releases of the Remote Diagnostic Agent is made available on a continuous basis. Which section of the My Oracle Support portal will provide the alert for this availability?


News and Notes (*)

Certification

Healthcheck region

Collector Download

Knowledge Articles

Correct

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

49. 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

Correct

50. If you wish to escalate further up the Oracle Management chain what must you have in place? Mark for Review

(1) Points

Authorisation from your Oracle Account Manager

Escalation contacts further up your internal organisation (*)

OCS session arranged

An additional business case

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

5. This training resource is built for practical real-world situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment.


Sustaining Support

Newsletters


Oracle By Example (OBE) (*)



7. 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:



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

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

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

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

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


21. Which of the following does not apply to Oracle Collaborative Support?


Used by Support Engineers to demonstrate functionality (*)

Used by Support Engineers for problem verification

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

Accessed via My Oracle Support

Incorrect, refer to the Oracle Support Basics training for more information

28. This tab in the My Oracle Support community is where your contact information including an alias can be defined and updated.


Profile tab (*)

Discussions tab

Tags tab

People finder tab


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

31. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email.


True (*)

False

Correct

38.

Looking at historical configuration data, some dates may be greyed out. Why?


Older records are not preserved

No collection was made on such dates (*)

Weekends or public holidays

Only random dates are made available

All of the above

Correct

39.

I am able to view the system health of each system individually and not the entire enterprise at once


True

False (*)


40. While reviewing details of a configuration, I am able to create a service request without having to go to the Service Request tab in My Oracle Support


True (*)

False

Correct

50.

High Customer Satisfaction means:



Reducing the number of service requests (*)

Reducing the time to resolve issues (*)

Lowering the number of escalation (*)

1 & 2 only

None of the above

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

94192760 2012 Support Specialistse 2

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