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1.

Customer User Administration and Support Identifiers


1. The Customer User Administrator (CUA) can manage access levels for other CUAs for the SAME
Support Identifier (SI).

Answers
1.TRUE
2.FALSE

2. A Support Identifier Group (SIG) enables your CUA to group hardware assets, software licenses,
and users in a single SI.

Answers
1.TRUE
2.FALSE

3. It is a recommended best practice to automate the full details from your Service Request updates in
email. How can you receive the full Service Request update in an email?

Answers
1.The CUA performs this step after the User enables SR Details: Administrative, Support
Identifiers, Service Request Details in Email. The feature is now fully enabled.
2.My Oracle Support user performs this step: Personalization, Service Request Details in
Email Turn On. The feature is now fully enabled.
3.This is a one-step process that the CUA completes under Administrative functions in My
Oracle Support
4.A two-step process is required: The CUA can ONLY perform the SR Details update on the SI
(and then the User enables this feature under My Account)
5.None of the above

4. Who approves End Users and sets their access levels for My Oracle Support?

Answers
1.Oracle Support
2.Your Organization
3.Your Customer User Administrator (CUA)
4.You do not need approval for access
5.None of the above

5. Select the recommended reason (best practice) why a Customer User Administrator (CUA) would
activate Auto Approve for a Support Identifier.

Answers
1.There is no reason for the CUA to actively review a request for ANY Support Identifier, so
using Auto Approve is always the best approach for any request
2.To quickly provide generic access to knowledge base and My Oracle Support Community
functions for user requests. This allows users to immediately begin using My Oracle Support, while
the CUA manually reviews requests for advanced functions such as SR Create privilege.
3.This is a security risk; therefore, a CUA would never use this feature
4.To stop receiving email notifications from users requesting access
5.None of the above

6. Joe is a CUA for his company. His team members are globally located (and so are his assets). As a
result, he has multiple SIs and is struggling to easily manage the SIs and assets. What feature in My
Oracle Support can help him?

Answers
1.There is nothing available in My Oracle Support. Joe has to call his Oracle Sales
Representative to get this fixed.
2.Joe can make use of the features in Administrative, Support Identifiers to Create New SI
where he can co-locate users and assets.
3.Joe has to log a Non Technical Service Request and Oracle Support will set up a new SI for
him.
4.None of the above

2. My Oracle Support Introduction


1. Sam is a new user to My Oracle Support and wants to be more proactive in how he supports his
products. What recommended option should Sam follow to meet his objective?

Answers
1.From the Knowledge tab, Sam can select Get Proactive under Knowledge Links.
2.Sam can bookmark the Get Proactive Portfolio 432.1 and access this at any time.
3.Sam can post a question on Using My Oracle Support about how to be more proactive.
4.Sam can complete Level 1 accreditation and preview Level 2 Accreditations for the products
he supports to validate his knowledge of proactive approaches and solutions.
5.All of the above

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

Answers
1.Reduce wasted time and frustration by organizing your dashboard to match your job role and
product
2.Add as many regions as you can to the dashboard to maximize what you see when you login
3.Consider modifying your dashboard any time your role changes or you have a new product
interest
4.Ask your CUA to suggest a layout
5.Do not customize what you see in the dashboard. When you first login to My Oracle Support,
you have access to all the recommended regions by default

3. A new feature has been released in My Oracle Support, and you need to learn more about it. What
is a recommended practice to easily stay informed about feature updates?

Answers
1.Log a Service Request and ask how to find out what is new in the latest release of My Oracle
Support.
2.Post a question on the Using My Oracle Support Community
3.Access the Getting Started region from your My Oracle Support Dashboard. Click on the
option for Existing Users to learn about what is new. This link directs you to the My Oracle Support
User Resource Center to view training modules, release notes, and notes about changes to the
portal.
4.Ask your Oracle Sales Representative what new Features are available.

4. You are an end customer of an Oracle Partner and you would like to have access to My Oracle
Support. Which of the suggested outcomes definitely apply to your scenario? Select all answers that may
apply.

Answers
1.Partner will approve me for all access so I can use My Oracle Support like a direct customer
2.Partner will approve me for Asset and SR Creation as I have to maintain our systems
3.Partner may choose NOT to allow me any access; they have the relationship with Oracle,
and I call them for assistance
4.Partner may allow me to view knowledge and interact with My Oracle Support Community
5.None of the above

5. Joe wants to easily review feature updates in the latest release of My Oracle Support. He
understands a recommended best practice is to mark the document (My Oracle Support Release Notes)
as a Favorite and set up Hot Topics Emails to notify him about changes to knowledge article updates for
the product, My Oracle Support. When the release notes are updated, he will get an automated email.

Answers
1.TRUE
2.FALSE
3.
4.

6. The number of tabs you see in My Oracle Support depends on the Support Identifiers associated
with your account.

Answers
1.TRUE
2.FALSE

3. Knowledge Search and Browse


1. During SR Creation flow, My Oracle Support will offer you suggested solutions as you define your
problem. You have the option to turn off these suggested solution results (My Account, Knowledge
Preferences), although it is a recommended best practice to leave the suggestions turned on.

Answers
1.TRUE
2.FALSE

2. After performing a search, your results are displayed. What options are available to further refine
your search results?

Answers
1.Once the search has run, you would need to create a new one with more filters.
2.Turn off Search Term Suggestion in knowledge preferences
3.You can filter the results by clicking the down arrow next to the knowledge source type.
4.You can select one or more knowledge collection types, add more words, and select a
product, version or platform

3. When you type a search string into the global search bar (on any tab), your search results are
usually provided on the Knowledge tab unless you search for a specific Service Request number.
Answers
1.TRUE
2.FALSE

4. You know you can find the E-Business Suite Patch Utility by accessing the Get Proactive Portfolio.
What is another recommended approach to easily locate this resource?

Answers
1.Log a Service Request and ask for Oracle Support to send you the information
2.Post a question in the EBS Community asking where you can find a document with
everything you need to know about EBS patching
3.Read the E-Business Suite installation documentation
4.Search My Oracle Support using the global search. For the most targeted search, type R11i
patch wizard or just patch wizard and locate the Patch Wizard Utility from the top of your results.
5.Search in the global search box with the term EBS

5. Tom is always looking to improve his productivity. He often searches in My Oracle Support and
spends time each week reviewing his search results. A colleague recommended that he set up and use
PowerViews to help filter and focus his information needs. What can Tom accomplish by creating a
PowerView?

Answers
1.He can replace the global search functionality by creating a PowerView
2.He can create a PowerView for a specific product, and turn it on when needed to
automatically filter Knowledge and other regions. He can also create multiple PowerViews to
display information that he needs for different products.
3.He can automate information updates to his email as each PowerView has the option to
trigger an email when specified content is updated.
4.None of the above

6. A common problem that Users can experience in My Oracle Support when searching: The user
ONLY enters a single word in the global search box for the search and gets a huge list of possible results.
User cannot quickly or easily find the desired information, although it may be in the results.

Answers
1.TRUE
2.FALSE

4. Product Certifications
1. You type a search for Oracle E-Business Suite, Release 12.2.4, and leave Platform as ANY. Your
Certification search results will show a list of Oracle-E-Business Suite 12.2.4 certifications with
components like Operating Systems, Application Servers, and Databases. You will be able to drill into the
details using the links under Number of Releases and Versions.

Answers
1.TRUE
2. FALSE

2. Is there any reason to check the Certifications tab on a regular basis if your company has NOT
upgraded any of your products?

Answers
1.Yes, to check the support dates to understand when your products stop being supported and
track this information in your upgrade plan
2.No, you would only check during an active upgrade planning cycle
3.No, there is no new information on the Certifications tab unless you received a Hot Topics E-
Mail
4.None of the above
5.

3. What does the Certifications tab in My Oracle Support provide to the user?

Answers
1.A quick way to log Service Requests related to Certification questions.
2.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.
3.Access to product certification information
4.None of the above
5.

4. You are preparing an upgrade plan for Oracle Database Vault. If you create a Certifications search,
you will be able to see support information for this product that includes End dates for Premier Support,
Extended Support, and Sustaining Support.

Answers
1.TRUE
2. FALSE

5. Your team is planning to upgrade your Oracle E-Business Suite installed product. You are a couple
releases behind the latest version. You can use the Certifications search to compare certifications for
multiple releases to make a recommendation to your team.

Answers
1.TRUE
2. FALSE

6. What is the definition of a certification?

Answers
1.A combination of Oracle and third-party products, operating systems, or hardware that
Oracle believes should work together
2.A combination of Oracle and third-party products, operating systems, or hardware that
Oracle has tested and should work together.
3.A testing matrix that Oracle provides via the Certifications tab that allows you to compare
combinations of Oracle and third-party products
4.None of the above
5.

5. Patches and Updates


1. Your colleague, Jane, needs to find a patch in My Oracle Support. She wants to know a fast and
easy way to locate a patch for Primavera. You recommend that she click on the Patches & Updates tab
and then use the Product or Family search. She can input the product name and use the filters to search.
Answers
1.TRUE
2.FALSE

2. To download a specific patch, you must have Patch Download Access in your account that matches
the Download Access on the patch AND your customer user administrator (CUA) must set Access
Patches to DOWNLOAD (not View Only) for your account.

Answers
1.TRUE
2.FALSE

3. How do you download a patch from the Patch Details page? Please select all answers that apply.

Answers
1.A user cannot directly download a patch from this site
2.From the patch search results, click on a patch number to view the patch detail, then click
Download
3.From the patch search results, highlight a row, then select Download from the option bar
4.Search the knowledge base for an article on patching for your product and click the
download links
5.Open a Service Request to ask Oracle Support to download the patch from this site

4. Regardless of your specific Oracle products, the general process to download patches in My Oracle
Support is usually the same.

Answers
1.TRUE
2.FALSE

5. You are relatively new to patching your Oracle Product. Where can you get additional clarification
on My Oracle Support functionality related to patching?

Answers
1.Log a technical Service Request to ask for advice on patching
2.Use the General Patch Questions region on the Patches & Updates tab and locate the
general patch questions link and type in your question
3.Log a non-technical service request to get a brief demo from Oracle Support on patching
4.From the Patches & Updates tab, select the help link (upper right) to view patching-related
information like Patch Searches and Patch Details

6. The product name used by the patch system in My Oracle Support is the same as the product name
used for service requests or the Knowledge base. To find the product name, start entering the product
name that you are looking for in the Product box and the product selector will narrow down the choices to
help you find the right product

Answers
1.TRUE
2.FALSE

6. My Oracle Support Community


1. If you have general questions about My Oracle Support and have not found answers in the help
menu or in the knowledge base, a best practice is to post your question to Using My Oracle Support
Community.

Answers
1.TRUE
2.FALSE

2. As an experienced user, you are familiar with spaces and sub-spaces in Community. Is the following
example correct? Oracle Database (MOSC) is a top-level space and Database Networking (MOSC) is the
sub-space you select to post a database networking question.

Answers
1.TRUE
2.FALSE

3. Which of the following attributes describe the value of My Oracle Support Community?

Answers
1.Available to users 7x24x365. You can always engage in the global community at a
convenient time in your work day
2.Each community is staffed with a special set of Oracle support engineers who engage
exclusively with online questions
3.Leverage the shared experience of your peers and subject-matter experts to quickly expand
your knowledge and awareness
4.Using communities allows you to bypass the standard Service Request creation process in
My Oracle Support and fast-track your issues
5.Both 1 and 3

4. You have a question regarding Oracle Database. You are new to the community framework and are
not sure how to locate a relevant Database-oriented community. What is your best approach? Check all
that apply.

Answers
1.Using the banner navigation, click the Space List down arrow, locate the Oracle Database
MOSC space and click it view the related sub-spaces
2.You can type in your Database question in the search bar and drill into likely answers to
identify a Database Community for your area of interest.
3.Open a non-technical Service Request
4.Post this question in the Using My Oracle Support Community
5.

5. In the accreditation series, we cover the importance of finding the right sub-space for your questions
to ensure a fast response from the subject experts. What happens if you post a product-specific question
into the general Using My Oracle Support Community?

Answers
1.A moderator for the community will directly email you to request that you remove this
question
2.The question will trigger an automatic email that alerts you to ask the question in a different
community
3.The moderator for the community will see that the question is NOT in the right community
and will attempt to find the right community for your question. This impacts the time to resolution of
your question
4.None of the above
5.

6. You heard about a new community and want to check it out. When you open My Oracle Support
Community, you only see a few options listed in the SPACES YOU FOLLOW pane (left navigation). What
do you need to do to locate a new community?

Answers
1.Ask your Customer User Administrator (CUA) to change your Community access settings
under My Account
2.From the navigation banner, click the Space List down arrow, locate a space of interest (for
example: Middleware MOSC) and then click on it to view the associated sub-spaces
3.View the new communities created this week in the Spotlight Area.
4.Log a non-technical Service Request
5.None of the above

7. Best Practices for Hardware and Software


1. Why does Oracle Support ask for configuration data?

Answers
1.Oracle Support does not ask for configuration data
2.The data provides an understanding of the configuration of Oracle software, revision levels,
and the operating system and patching levels
3.The data helps to determine how often you log Service Requests
4.None of the above

2. 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 recommended and security patches to
install.

Answers
1.TRUE
2.FALSE

3. On the Systems tab, you can view Health Recommendations BEFORE you enable a collection
mechanism.

Answers
1.TRUE
2.FALSE

4. The output of Oracle Configuration Manager (OCM) will list out the required firmware for your Oracle
Systems products.

Answers
1.TRUE
2.FALSE

5. For the supported products, what are the benefits of installing and using Oracle Configuration
Manager (OCM)?
Answers
1.Monitor changes and review health checks
2.Use the Upgrade Planner
3.Create fully qualified Service Requests
4.View Reports
5.All of the above

6. Your SI is for hardware. What permissions do you need to view Assets?

Answers
1.None. It is available to all users
2.CUA Access level
3.You need view permissions for assets which are accessed via: My Account, Access, Assets.
View
4.SR Create & Update

8. Create and Manage Service Requests


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

Answers
1.Continue logging the Service Request and make a note to review the solutions at a later time
2.Turn off the option to view suggested solutions to speed up your process to create a new SR
3.Exit the Service Request process and do NOT log this Service Request (click Cancel and
OK)
4.None of the above

2. What is a recommended best practice to follow when you have a non-urgent (how-do-I) type
question for Oracle Support AND you would like to gather information from other users.

Answers
1.Log a technical support Service Request via My Oracle Support
2.Search the knowledge base
3.Post a detailed question in a relevant community within My Oracle Support to engage
subject-matter experts
4.Call Oracle Support

3. When should Severity 1 be selected for your Service Request?

Answers
1.To get immediate attention to your Service Request
2.When your business has stopped functioning due to an issue on your Oracle System,
Software, or Application
3.When your testing system is down
4.When you are considering calling management attention to your issue
5.All of the above

4. Management attention is about bringing the right resources to your Service Request, improving the
communication process, and creating an action plan to resolve your issue.
Answers
1.TRUE
2.FALSE

5. If your systems are down and 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.

Answers
1.TRUE
2.FALSE

6. You were able to resolve a Service Request before Oracle Support came back with a suggested
solution. What should you do?

Answers
1.Click on Close SR and provide a detailed comment (Update Detail) on the solution you found
to help Oracle Support improve the knowledge base
2.Just close the SR with no further updates
3.Call the Support Engineer for advice
4.Ask your CUA to initiate an auto-close of this SR since you have a solution
5.None of the above

9. Mobile My Oracle Support


1. You are able to CREATE a new Service Request using the Mobile My Oracle Support interface

Answers
1.TRUE
2.FALSE

2. The two main functions you can accomplish in Mobile My Oracle Support are to VIEW and UPDATE
Service Requests and search the knowledge base

Answers
1.TRUE
2.FALSE

3. What is the best description of Mobile My Oracle Support?

Answers
1.A new type of My Oracle Support Community intended for users who want to review
discussions with their mobile device
2.A version of My Oracle Support that you can download to run on your desktop
3.My Oracle Support web-based application optimized for mobile devices
4.A new messaging system that emails you SR updates via your smart phone
5.None of the above

4. 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.
Answers
1.TRUE
2.FALSE

5. The Mobile My Oracle Support application is only available to Users with the Customer User
Administrator (CUA) role

Answers
1.TRUE
2.FALSE

6. The Customer User Administrator (CUA) for your organization is able to utilize Mobile My Oracle
Support to REVIEW access requests with just a smart phone and Internet access.

Answers
1.TRUE
2.FALSE

10. Oracle Support Policies


1. What is the RECOMMENDED approach to resolve the issue of not being able to download a
specific patch for a Product (after the Support Date has passed).

Answers
1.Log a Service Request and ask Oracle to send it to you
2.Contact your Oracle Sales representative and ask them to call Oracle Support and send you
the patch
3.Contact your Oracle Sales representative and purchase Extended Software support for your
product that needs patching
4.Use Google to see if the patch is available somewhere on the Internet

2. The Lifetime Support Stages for your Oracle Products are: Premier Support, Extended Support, and
Sustaining Support.

Answers
1.TRUE
2.FALSE

3. You want to see a Support Benefits comparison table to understand what is covered in Premier,
Extended, and Sustaining Support. What is the recommended approach to access the table and complete
your review?

Answers
1.Post a question to the Using My Oracle Support Community
2.Locate the Lifetime Support Benefits table on the Oracle Lifetime Support Policies page to
review the details in the comparison table
3.Log a non-technical Service Request
4.Mark the Oracle Lifetime Support Policies (Document 971415.1) a favorite in My Oracle
Support

4. What are the recommended ways to locate content about the End Date of support for a product?
Select all that apply.
Answers
1.Use the Certifications tab and review the support-specific content
2.Access oracle.com and locate the technical and lifetime policies under the Support tab
3.Log a Service Request and request information about support dates
4.Call your Oracle Sales or Account Representative

5. For some product and release combinations on the Certifications tab, you may be able to view
Ongoing Support information related to availability of patches for that combination.

Answers
1.TRUE
2.FALSE

6. What is the BEST method to stay informed about the latest information on Oracle Technical Support
policies?

Answers
1.Bookmark the Oracle Support Technical Support Policy page and visit it when you have a
question
2.Download the Oracle Technical Support Policies and use these as your reference guide
3.Set up Hot Topics E-mail notifications and select Support Policies as the KM document type
4.Log a Service Request and ask Support to provide information about support policies