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51.

The
Customer
User
Administrator
for my
organization
is able to
utilize Mobile
My Oracle
Support to
review
access
requests
with just a
smart phone
and Internet
access.

Mark for Review


(1) Points

True
False
52. What is the best description of Mobile My Oracle Support?

Mark for Review


(1) Points

A new type of My Oracle Support Community


intended for users who want to review threads with
their mobile device
A version of My Oracle Support that you can
download to run on your desktop
My Oracle Support web-based application optimized
for mobile devices
A new messaging system that emails you SR updates
via your smart phone
None of the above
53. You are a CUA for your company. You are currently in a
three-day organizational meeting and are concerned about
getting behind on new user requests for access to My
Oracle Support. Unfortunately, you will not be able to
approve any requests through the mobile application as it
only allows you to search the knowledge base.

Mark for Review


(1) Points

True
False
54. How do you access Mobile My Oracle Support?

Mark for Review


(1) Points

You open a Service Request and ask for special


privileges
There is a button on My Oracle Support homepage
that allows you to jump to the mobile application
You access it from http://support.oracle.mobi

You have to download the app from the primary


portal and load it to your smart phone
55. You receive a Tweet from Oracle while you are in a
meeting. There is some interesting information about one
of your products. You can quickly log into Mobile My
Oracle Support and search the knowledge base to get
more details to share with your colleagues during the
meeting.

Mark for Review


(1) Points

True
False

46.The
main
way that
users
with
'Create
and
Update'
privilege
log
Service
Requests
in My
Oracle
Support
is by
selecting
'Create
SR' on
the
Service
Requests
tab

Mark for Review


(1) Points

True
False
47. If you select Severity 1 for your issue, you will need to provide a management
contact in the workflow, and your identified manager will be contacted by
Oracle Support

Mark for Review


(1) Points

True
False
48. The following is a common problem that Users encounter when trying to log a
Service Request: they do not have the correct access level in My Oracle
Support and/or do not have the correct Support Identifier approved and
associated with their account
True

Mark for Review


(1) Points

False
49. Which of the following is NOT an acceptable way to send data to Oracle?

Mark for Review


(1) Points

Upload the relevant files when creating the SR


Upload files to Oracle using sftp with SR number as part of the file name
Upload Hardware related files using supportfiles.oracle.com
Send an email to Support Engineer's personal email address with support
data
50. When should Severity 1 be selected?

Mark for Review


(1) Points

To get immediate attention to your Service Request


When your business has stopped functioning due to an issue on your
Oracle System, Software, or Application
When your testing system is down
Only when you have requested an Escalation of the issue
All of the above

Using Support Best Practices for Hardware & Software


(Answer all questions in this section)

41.How can collected data help you when you create a Fully Qualified
Service Request?

You can view configuration changes by comparing system


configuration between two points. This data is valuable to answer
the question "has anything changed on your system" as it relates to
the presenting problem
It identifies upcoming configuration changes that you can share with
the Support Engineer
There is no specific impact from this type of data collection. It is just
information to help you with planning
It provides details on the last 5 service requests you logged in case
you want to review them

Mark for Review


(1) Points

42.What is the best definition of a Fully Qualified Service Request?

Mark for Review


(1) Points

A Service Request that has all the information included in the fields
as well as appropriate diagnostic output attached so that the Oracle
Support Engineer can immediately get started
Only Service Requests created by ASR are considered fully qualified
A Service Request logged by your CUA
A Service Request that provides just a few facts to get Oracle
Support engaged
A Service Request must have attached log files to be Fully Qualified

43.If a customer or partner has a Hardware Support Identifier (SI), what


Mark for Review
permissions do general My Oracle Support Users need to view Assets in
(1) Points
My Oracle Support?

SR Create & Update


None. It is available to all users
CUA Access level
Asset-View access level

Create and Manage Service Requests


(Answer all questions in this section)

44.Which of the following is the best example of a Service Request Problem


Summary?

System not working

Mark for Review


(1) Points

MySql - using JDBC eWay is experiencing a connection problem ClassName not found
Blue screen
Application is slow

45.You are in the process of logging a new Service Request. During Step 2
Mark for Review
(Solutions), you see a solution that does resolve your issue. What should
(1) Points
you do next?

Continue logging the Service Request and make a note to review the
solutions at a later time
Turn off the option to view suggested solutions to speed up your
process to create a new SR
Exit the Service Request process and do not log this Service Request
(Click Cancel and OK)
None of the above
My Oracle Support Community
(Answer all questions in this section)

36.Which of the following attributes describe the value of My Oracle


Support Community?

Mark for Review


(1) Points

Available to users 7x24x365. You can engage in the global


community at a convenient time in your work day and leverage the
shared experience of peers and subject-matter experts.
Each community is staffed with a special set of Oracle support
engineers who engage exclusively with online questions
Using communities allows you to bypass the standard Service
Request creation process in My Oracle Support and fast-track your
issues
None of the above

37.In what subspaces can you post a Blog or Idea?

Mark for Review


(1) Points

No spaces or subspaces
Any spaces or subspaces
This feature is not an option in My Oracle Support Community
Only the subspaces that have the "Activity" Blog or Idea available

Using Support Best Practices for Hardware & Software


(Answer all questions in this section)

38.Oracle Enterprise Manager Harvest Job is a collection tool that gathers


information about your Oracle set-ups, configuration, and OS. You can
automate this information transfer with Oracle

Mark for Review


(1) Points

True
False

39.From a hardware perspective, what are the benefits of downloading


Oracle Services Tools Bundle and enabling Auto Service Request (ASR)?

Mark for Review


(1) Points

Prevent known issues


Automatically log Service Requests
Create a fully qualified Service Request
All of the above
None of the above

40.You have a planned outage window at the end of the quarter. You can
access features available in My Oracle Support that will enable you to
make decisions about which patches to install

Mark for Review


(1) Points

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

31.My email is overflowing with notifications from My Oracle Support


Community. What options do I have to address this problem?

Mark for Review


(1) Points

I can adjust my preferences and turn off email


I can go to Activities, view my content streams and then edit each
stream by turning email on or off as needed.
I can check the spaces I am following to ensure I am not following
top level spaces such as My Oracle Support (which pushes changes
from EVERY community into my in box).
All of the above

32.What is the recommended way to post a discussion in the Community?

Mark for Review


(1) Points

Navigate to the subspace first. Then, type your question in the ASK
IT box at the top and the Create a Discussion process is triggered.
Use the create discussion option from the banner, enter your
question and post it to the Using My Oracle Support Community
Navigate to the subspace. From Activity, click on start a discussion.
Any of the above
None of the above

33.The same Oracle Support Engineers that resolve technical Service


Mark for Review
Requests also participate in My Oracle Support Community to share their
(1) Points
knowledge and expertise as part of this trusted community.

True
False

34.How can you view Subspaces you are following?

Mark for Review


(1) Points

My profile > More > Places


In the region "Spaces I am following"
In Activity > Content Streams, I can view places that I am following
All of the above

35.When should you mark an answer Correct?

Mark for Review


(1) Points

You can't mark answers correct


When the answer is the answer you expect to see
Don't mark answers correct until you see what other users have to
say
When the answer is technically correct, even if you do not agree
with what is being recommended

Patches and Updates


(Answer all questions in this section)

26.I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What


is the most correct method to do this?

Mark for Review


(1) Points

Select Patches and Updates Tab > Patch Plan > select my
configuration > select the release 9.1 > Select Analysis > download
the patches after I read any message displayed.
Log a Service Request with Oracle Support and ask for the Support
Engineer to send me the required patches.
Select Patches and Updates Tab > Quick Links JD Edwards > search
for JD Edwards EnterpriseOne > Release is 9.1, agree to license and
select search
Select Patches and Updates Tab > Advanced Search > Search for JD
Edwards EnterpriseOne > Release is 9.1 and select search

27.I can use Patch Plans and Upgrade Plans without having Oracle
Configuration Manager installed.

Mark for Review


(1) Points

True
False

28.What products can use patch plans? Identify an answer within My Oracle
Support with the best description.

Mark for Review


(1) Points

Only products which have collector installed and configuration is


being sent to Oracle
All Oracle Products
Database, Fusion Middleware, and Enterprise Manager
You set this preference in My Account to identify patch plans you
want to use
Database, Fusion Applications, Fusion Middleware and Cloud

29.What are the best ways to download a patch? Please select all answers
that apply.

Mark for Review


(1) Points

(Choose all correct answers)

From My Patch Search Results > click patch number > Download
Search the knowledge base for an article on patching for your
product and click the download links
A user cannot directly download a patch from this site
Open a Service Request to ask Oracle Support to download the
patch from this site
From my Patch Search Results > mouse-over the line (not patch
number) and select the download option

30.Regardless of your specific Oracle products, the general process to


download patches in My Oracle Support is the same

Mark for Review


(1) Points

True
False

Product Certifications
(Answer all questions in this section)

21.What does the Certifications tab in My Oracle Support provide to the


user?

A quick way to log Service Requests related to Certification


questions.
This tab is only available to you in My Oracle Support if you
purchase a special support contract. The average user does not have
access.
Access to product certification information
None of the above

Mark for Review


(1) Points

22.I am not sure of the exact product name to use in the Certifications tab.
What is the best approach?

Mark for Review


(1) Points

Locate the product name glossary on the Knowledge tab


You should be able to find your product by typing a portion of the
name. The Certifications search is equipped with aliases that will
suggest product options to you
Create a new thread and ask the Certifications community
Check your SI to find out exactly how to input the product name
None of the above

23.A product is certified for a specific release of an operating system (OS)


on a particular hardware platform. For example, Oracle Database
(11.2.0.3.0) on Oracle Solaris 11 (SPARC)

Mark for Review


(1) Points

True
False

24.What is the definition of a certification?

A testing matrix that Oracle provides via the Certifications tab that
allows you to compare combinations of Oracle and third-party
products
A combination of Oracle and third-party products, operating
systems, or hardware that Oracle believes should work together
A combination of Oracle and third-party products, operating
systems, or hardware that Oracle has tested and should work
together.
A combination of Oracle and third-party products that Oracle has
tested and should work together.

Mark for Review


(1) Points

Patches and Updates


(Answer all questions in this section)

25.You have a question about the patch you are downloading. Which is the
best option from the following choices?

Mark for Review


(1) Points

Log into My Oracle Support Community, locate your product and


post your question
Call Oracle Support and ask a Support Engineer
Locate the patch via search on the Patches & Updates page > select
the patch number to view the patch details > select Start a
discussion or reply to discussion based on what is available
Submit a Service Request with your question as the summary

Knowledge Search and Browse


(Answer all questions in this section)

16.Any time you type a search into the Global Search bar (on any tab), the
results are provided on the Knowledge tab

Mark for Review


(1) Points

True
False

17.What is the best way to find content in My Oracle Support based on


product?

Use the 'Search & Browse' feature on the Knowledge tab and
product-based information centers
Check the Certifications tab

Mark for Review


(1) Points

Global Search bar


Post a thread in My Oracle Support Community

18.A common problem that Users experience in My Oracle Support when


searching: User enters a key word in the Global Search box and views
the results. User cannot find the desired information due to the large
volume of content returned with this approach.

Mark for Review


(1) Points

True
False

19.Why would I want to review and update my current settings for


Knowledge Preferences (Settings tab, My Account)?

Mark for Review


(1) Points

Allows you to provide feedback to My Oracle Support on ways to


improve the quality and content of the knowledge base
You can update your knowledge widgets to customize your
dashboard
You can make specific choices to customize your search experience
with options like number of search suggestions and solutions during
SR creation
All of the above
None of the above

Product Certifications
(Answer all questions in this section)

20.Is there any reason to check the Certifications tab on a regular basis if
my company has NOT upgraded any of our products? Select the most
correct answer(s).

Mark for Review


(1) Points

(Choose all correct answers)

Yes, to check the support dates to understand when products stop


being supported
No, you would only check during an active upgrade planning cycle
No, there is no new information on the Certifications tab unless you
received a Hot Topics E-Mail
Yes, because you can pick the releases you are currently running
and the Certifications tab will list out the patch levels (if required)
My Oracle Support Introduction
(Answer all questions in this section)

11.You have a Hardware SI and your dashboard is NOT showing the Assets
widget. What is the first step you should take to resolve this issue?

Mark for Review


(1) Points

Click the Contact Us link in My Oracle Support and ask for help
Contact an Oracle colleague and ask for advice
Go to your My Account page and confirm if you have access to View
Assets for the designated SI. If your Assets column says 'No Access',
you will not be able to add the Assets widget
Select 'Customize Page' on the My Oracle Support home page and
make sure the Asset widget is displayed on your dashboard
None of the above

12.My Oracle Support has pre-set dashboard configuration options based


on role. For example, I can go to the Customize link and select
"Hardware User" to automatically add the widgets to my dashboard
associated with this user type

True
False

Mark for Review


(1) Points

13.The number of tabs you see in My Oracle Support depends on the


Support Identifiers associated with your account.

Mark for Review


(1) Points

True
False

Knowledge Search and Browse


(Answer all questions in this section)

14.PowerView is a type of search that you can use in place of Global Search

Mark for Review


(1) Points

True
False

15.You are looking to install the Oracle E-Business Suite (EBS) product
Mark for Review
range. How would you find one document that outlines everything you
(1) Points
need to know?

Post a question in the EBS Community asking where you can find a
document with everything you need to know about EBS
Read the documentation on
http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.htm
Log a Service Request and ask for Oracle Support to send you the
information
On the knowledge Base widget in My Oracle Support, enter Oracle
E-Business Suite on the Search & Browse tab to access the
information center (and view all the available content in one
location)

Search in the Global Search box with the term 'EBS'

Customer User Administrator and Support Identifiers


(Answer all questions in this section)

6. Oracle Support manages roles and responsibilities for all users associated
Mark for Review
to a Support Identifier in My Oracle Support.
(1) Points

True
False

My Oracle Support Introduction


(Answer all questions in this section)

7. As a user of My Oracle Support, you want to get the most value from the
Mark for Review
customizable dashboard layout. Which of the following are best
(1) Points
practices to customize your layout and make it work for you? Select all
that apply.

(Choose all correct answers)

Add as many widgets as you can to the dashboard to maximize what


you see when you login
Do not customize what you see in the dashboard. When you first
login to My Oracle Support, you have access to all the
recommended widgets by default
Ask your CUA to suggest a layout
Reduce wasted time and frustration by organizing your dashboard
to match your job role and product
Consider modifying your dashboard any time your role changes or
you have a new product interest

8. You would like to locate content about what changed in the LATEST My
Mark for Review
Oracle Support release. Which of the following statements best
(1) Points
describes the steps you would follow?

Post a question in the Using My Oracle Support Community asking


what changes have been made in the last release
Access the My Oracle Support Resource Center and view the
Release Notes
Search for 'Release Notes' in the Global Search and go through the
different results.
Call Oracle and log a Service Request to ask what changes have been
made.

9. As a customer, you want to stay informed about ALL UPDATES to content


Mark for Review
related to My Oracle Support. Which of the following options is the best
(1) Points
approach?

Follow @myoraclesupport on Twitter


Log a non-technical support Service Request and have the Oracle
Support team tell you what is new
View the User Resource Center on your dashboard to see the latest
content (mark it as a favorite)
Subscribe to Hot Topics E-Mail: From Selected Products, click Add
and search for My Oracle Support, select "Knowledge Articles" and
Apply your changes.
None of the above

10.My CUA is my first point of contact for any access issues I experience
with My Oracle Support

True
False

Mark for Review


(1) Points

Customer User Administrator and Support Identifiers


(Answer all questions in this section)
1.It is an Oracle recommended best practice to have multiple CUAs for each Support
Identifier (although you are allowed to select only one per SI).

Mark for Review


(1) Points

True
False
2.How would the Customer User Administrator (CUA) turn on the Service Request
Details in the email option for a Support Identifier?

Mark for Review


(1) Points

Administration > Support Identifiers > Service Request Details in Email


Personalization > Service Request Details in Email Turn On
The CUA can do both 1 and 2
It is a two-step process: The CUA can only address the Administration action
and the User has to complete the Personalization action
None of the above
3.A Support Identifier (SI) is a numeric value that is assigned when purchasing
Hardware or Software from Oracle.

Mark for Review


(1) Points

True
False
4.The Customer User Administrator (CUA) manages access levels for other CUAs (who
share the same Support Identifier).

Mark for Review


(1) Points

True
False
5.Who approves End Users and sets their access levels for My Oracle Support?

Mark for Review


(1) Points

Oracle Support
Your Organization
Your Customer User Administrator
None of the above
You do not need approval for access