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This 60-question assessment test is the final component of the Oracle Support Accreditation guided

learning path. This assessment will allow you to test your knowledge of the information provided in the
Oracle Support Accreditation. Receiving a passing score of 80% or higher makes you eligible to become
an Oracle Support Accredited User. Please note that you are only able to access the assessment once
within a 24 hr period.

Best Practices for Hardware and Software

(Answer all questions in this section)

31.Which of the following responses is the best definition of Oracle ORAchk?


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(1) Points

A lightweight and non-intrusive health check framework for the Oracle


stack of software and hardware components

Self-extracting installer bundle

This tool automatically opens a Service Request in the event of a specific


hardware fault

32.The Oracle Services Tools Bundle (STB) includes components such as Oracle
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Remote Diagnostic Agent (RDA) and Oracle Autonomous Crashdump Tool
(1) Points
(ACT).

True

False

33.If you wanted to run a health check against Oracle E-Business Suite, what
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tool is the right choice?
(1) Points

Oracle Services Tools Bundle (STB)


Oracle Service Request (ASR)

ORAchk

EXAchk

34.Oracle Auto Service Request (ASR) is a new service you can register for in
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order to have all your SRs automatically created for you.
(1) Points

True

False

35.Oracle Auto Service Request (ASR) is part of Oracle's proactive services.


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(1) Points

True

False

36.Based on what we covered in the learning content, why should you make
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the Oracle Toolbox a favorite for your personalized toolkit? What is the
(1) Points
direct benefit to you?

Making it a favorite will automatically download any of the tools if they


are updated with newer versions

You can easily find this resource again to review and access the
suggested diagnostic tools for generic and product-specific use

You will have access to diagnostic tools only available through this
resource

This allows you to easily download the Oracle Toolbox to your desktop
Create and Manage Service Requests

(Answer all questions in this section)

37.A recommended best practice is to validate your access levels in My Oracle


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Support BEFORE you create a service request. Based on the learning content,
(1) Points
where can you validate your access?

Attempt to open a new SR and see if you can submit

Ask your CUA

My Account, Support Identifiers. Check for Create and Update access for
your Support Identifiers

My Account, View Users. Look up your name and see your current
access levels

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


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(1) Points

When you want immediate attention to your Service Request

When your testing system is down

When your business has stopped functioning due to an issue on your


Oracle System, Software, or Application

When you are considering requesting management attention to your


issue

39.Users often ask how to get the full update of their SR (in the body of the
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email) advising the SR was updated. What steps do you need to take to
(1) Points
enable this feature in My Oracle Support?

There is no option to view the SR detail via e-mail notification as this is a


security risk

Check the SR Detail box on your My Account profile, and (for the
specific SI) use the View Administrators feature to send the CUAs a
message to ask them to enable this feature for the SI

Log a Non Technical Support SR and ask for this feature to be turned on
for your SI

Call Oracle Support and ask for this feature to be turned on for your
account.

40.Which of the following responses is the best example of a complete Service


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Request (SR) Problem Summary?
(1) Points

Blue screen

Application is slow in the afternoon

MySql (using JDBC eWay) is experiencing a connection problem:


ClassName not found

MySql is experiencing a connection problem

41.Requesting Management Attention is about bringing the right resources to


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your Service Request, highlighting critical milestones associated to the SR,
(1) Points
improving the communication process, and creating an action plan to
resolve your issue.

True

False

42.If your systems are down and you select Severity 1 for your issue, you will
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need to provide a management contact in the workflow, and your identified
(1) Points
manager will be contacted by Oracle Support.
True

False

Oracle Support Policies

(Answer all questions in this section)

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

Log a Service Request and ask Oracle to send it to you

Contact your Oracle Sales representative and ask them to call Oracle
Support and send you the patch

Contact your Oracle Sales representative and purchase Extended


Software support for your product that needs patching

Use Google to see if the patch is available somewhere on the Internet

44.What are the recommended ways to locate content about the End Date of
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support for a product? Select all that apply.
(1) Points

(Choose all correct answers)

Call your Oracle Sales or Account Representative

Access oracle.com and locate the technical and lifetime policies under
the Support tab

Log a Service Request and request information about support dates

Use the Certifications tab and review the support-specific content


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

True

False

46.The Lifetime Support Stages for your Oracle Products are: Premier Support,
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Extended Support, and Sustaining Support.
(1) Points

True

False

47.What is the BEST method to stay informed about the latest information on
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Oracle Technical Support policies?
(1) Points

Log a Service Request and ask Support to provide information about


support policies

Download the Oracle Technical Support Policies and use these as your
reference guide

Bookmark the Oracle Support Technical Support Policy page and visit it
when you have a question

Set up Hot Topics E-mail notifications and select Support Policies as the
KM document type

48.You want to see a Support Benefits comparison table to understand what is


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covered in Premier, Extended, and Sustaining Support. What is the
(1) Points
recommended approach to access the table and complete your review?
Mark the Oracle Lifetime Support Policies (Document 971415.1) a
favorite in My Oracle Support

Locate the Lifetime Support Benefits table on the Oracle Lifetime


Support Policies page to review the details in the comparison table

Post a question to the Using My Oracle Support Community

Log a non-technical Service Request

Mobile My Oracle Support

(Answer all questions in this section)

49.You are a CUA for your company. You are currently in a three-day
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organizational meeting and are concerned about getting behind on new user
(1) Points
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.

True

False

50.How do you access Mobile My Oracle Support?


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(1) Points

You have to download the app from the primary portal and load it to
your smart phone

You open a Service Request and ask for special privileges

There is a button on My Oracle Support home page that allows you to


jump to the mobile application

There is a unique URL for Mobile My Oracle Support access.


51.What is the best description of Mobile My Oracle Support?
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(1) Points

A new type of My Oracle Support Community intended for users who


want to review discussions 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

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

True

False

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

True

False

54.You receive a Tweet from Oracle while you are in a meeting. There is some
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interesting information about one of your products. You can quickly log into
(1) Points
Mobile My Oracle Support and search the knowledge base to get more
details to share with your colleagues during the meeting.
True

False

My Oracle Support Introduction

(Answer all questions in this section)

55.In the learning content, what best practice recommendation was highlighted
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with regard to the regions on the dashboard?
(1) Points

Make sure you are aware of the regions available on each tab. If it’s
been a long time since you updated your regions, take a few minutes to
preview

The regions on each tab are standard, so take a few minutes to


understand the options

You are able to change the regions on each tab only one time

You need to alert your CUA that you want to customize your dashboard

56.As a user of My Oracle Support, you want to get the most value from the
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customizable dashboard layout. Which of the following responses is the
(1) Points
recommended approach?

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

Organize your dashboard to match your job role and product and
consider modifying your dashboard any time your role changes or you
have a new product interest

Ask your CUA to suggest a layout


Add as many regions as you can to the dashboard to maximize what you
see when you login

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


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role. For example, you can go to the Customize link and select (Hardware
(1) Points
User) to automatically add the regions to your dashboard associated with
this user type.

True

False

58.Once you have access to My Oracle Support, your CUA is the first point of
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contact for any access issues you experience with My Oracle Support.
(1) Points

True

False

59.Your colleague, Li, is new to My Oracle Support. You have been asked to
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show him how to get up to speed quickly on the basic core functions of My
(1) Points
Oracle Support. What is the recommended FIRST step for Li?

Li should access My Oracle Support Community and post all his


questions about the portal there

Li needs to get basic training, so you suggest that he set aside time to
complete the foundational My Oracle Support How To training videos

You advise Li to just use the phone to log Service Requests

You direct Li to complete My Oracle Support Accreditation as his FIRST


step in learning about the basics

60.What is the benefit of generating an SR Report in My Oracle Support?


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(1) Points

If you have a lot of SRs, this option makes it easy to sort and analyze
them and also review with your team

You can click a button to send this report directly to your CUA for
analysis

You can easily update any SR from your customized report

Answer the question(s) on this page, and click Next to go to the next test page. Click Summary to see
which questions you need to answer before submitting the test. Click Finish Test if you are ready to
submit your test.

Top of Form

This 60-question assessment test is the final component of the Oracle Support Accreditation guided
learning path. This assessment will allow you to test your knowledge of the information provided in
the Oracle Support Accreditation. Receiving a passing score of 80% or higher makes you eligible to
become an Oracle Support Accredited User. Please note that you are only able to access the
assessment once within a 24 hr period.

Customer User Administrator and Support Identifiers

(Answer all questions in this section)

1. As a customer or partner, what is the best way to locate a Support Identifier


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(SI)?
(1) Points

Log a Service Request

Log a non-technical Service Request or ask a colleague on your team


who might be using the SI you want

Post a question in the Using My Oracle Support Community


You can look up your Support Identifiers in your Support Contract

Both 2 and 4

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

True

False

3. It is a recommended best practice to automate the full details from your


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Service Request updates in email. How can you receive the full Service
(1) Points
Request update in an email?

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.

My Oracle Support user performs this step: Personalization, Service


Request Details in Email Turn On. The feature is now fully enabled.

This is a one-step process that the CUA completes under Administrative


functions in My Oracle Support

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)

None of the above

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

Oracle Support
Your Organization

Your Customer User Administrator (CUA)

You do not need approval for access

None of the above

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

True

False

6. It is an Oracle recommended best practice to have multiple CUAs for each


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Support Identifier (although you are allowed to select only one per SI).
(1) Points

True

False

Knowledge Search and Browse

(Answer all questions in this section)

7. Amy and Joe are searching for performance information in My Oracle


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Support. When they compared results, Amy saw that Joe was getting a
(1) Points
longer list of search results. If Amy wants to increase the number of search
suggestions for future searches, she can go to the Settings tab, Knowledge
Preferences and can UPDATE her current setting (Number of Search
Suggestions) from 5 to 10. She also would want to make sure this preference
is set to ON.
True

False

8. Tom is always looking to improve his productivity. He often searches in My


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Oracle Support and spends time each week reviewing his search results. A
(1) Points
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?

He can replace the global search functionality by creating a PowerView

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.

He can automate information updates to his email as each PowerView


has the option to trigger an email when specified content is updated.

None of the above

9. During SR Creation flow, My Oracle Support will offer you suggested


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

True

False

10.Mary is aware of PowerView filters. Is there another recommended way to


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quickly search for content in My Oracle Support based on product?
(1) Points

Use the global search bar


Check the Certifications tab

Use the (Search & Browse) feature on the Knowledge tab to select your
product and enter your search term.

Post a thread in My Oracle Support Community

11.A common problem that Users can experience in My Oracle Support when
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searching: The user ONLY enters a single word in the global search box for
(1) Points
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.

True

False

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

True

False

Product Certifications

(Answer all questions in this section)

13.You need to search for certification data to prepare for your team meeting.
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However, you are NOT sure of the exact product name to use in the
(1) Points
Certifications tab. What is the recommended approach to find what you
need?

Open a new technical Service Request with Oracle Support


You may be able to find your product by typing a portion of the name.
Try a few possible names for your product, including abbreviations. As
you type, you can select your desired product from the options
displayed. Many Oracle products are findable with aliases

Create a new discussion and ask the Certifications community

Check your SI to find out exactly how to input the product name

None of the above

14.What does the Certifications tab in My Oracle Support provide to the user?
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(1) Points

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

15.Your team is planning to upgrade your Oracle E-Business Suite installed


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product. You are a couple releases behind the latest version. You can use the
(1) Points
Certifications search to compare certifications for multiple releases to make
a recommendation to your team.

True

False

16.The Support Information provided by the Certifications search does NOT


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include Ongoing Support information related to availability of patches for
(1) Points
your product.
True

False

17.You type a search for Oracle E-Business Suite, Release 12.2.4, and leave
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Platform as ANY. Your Certification search results will show a list of Oracle-E-
(1) Points
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.

True

False

18.A product is certified for a SPECIFIC release of an operating system (OS) on a


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

True

False

Patches and Updates

(Answer all questions in this section)

19.How do you download a patch from the Patch Details page? Please select all
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answers that apply.
(1) Points

(Choose all correct answers)

From the patch search results, highlight a row, then select Download
from the option bar

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 the patch search results, click on a patch number to view the
patch detail, then click Download

20.What is a Patch Advisor?


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(1) Points

A type of Lifecycle Advisor in My Oracle Support that co-locates


patching information in areas such as Upgrade Advisors and Patching &
Maintenance Advisors

The Patch Advisor is the Readme file included with all Patches that
provide specific install information

A specific patch search in My Oracle Support that only focuses on patch


information

A tool that you can download that will analyze the patches on your
system to confirm you are on the latest patch set

None of the above

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

True

False
22.What approach would you take to find out about Oracle recommended
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patch sets for your product?
(1) Points

Log a Service Request

Create a new discussion in the appropriate patching community and ask


your trusted network

Use the Patch Advanced Search, selecting product and release of


interest, and checking the (Show recommended patches only) checkbox

Use Google to find out what recommended patches are available

Add the Recommended Patch Sets region to your dashboard

23.You are relatively new to patching your Oracle Product. Where can you get
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additional clarification on My Oracle Support functionality related to
(1) Points
patching?

From the Patches & Updates tab, select the help link (upper right) to
view patching-related information like Patch Searches and Patch Details

Log a non-technical service request to get a brief demo from Oracle


Support on patching

Log a technical Service Request to ask for advice on patching

Use the General Patch Questions region on the Patches & Updates tab
and locate the general patch questions link and type in your question

24.Your colleague, Jane, needs to find a patch in My Oracle Support. She wants
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to know a fast and easy way to locate a patch for Primavera. You
(1) Points
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.

True
False

My Oracle Support Community

(Answer all questions in this section)

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

True

False

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

(Choose all correct answers)

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.

Open a non-technical Service Request

Post this question in the Using My Oracle Support Community

Using the banner navigation, click the Space List down arrow, locate the
Oracle Database MOSC space and click it view the related sub-spaces

27.Sally has as some ideas to improve the Oracle Support Accreditation series.
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How can she share her ideas with other users and the Accreditation Team?
(1) Points
Post her ideas as questions on the Using My Oracle Support Community

Call her Oracle Sales representative and provide feedback.

Use the Create, Idea option and select the Oracle Support Accreditation
(MOSC) community to post her ideas

Log a Non Technical Service Request via the Contact Us process.

28.Your Community e-mail box is quickly filling up with emails. You need to
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easily get it back under control. What actions can you take to resolve this
(1) Points
issue?

(Choose all correct answers)

Validate that you are NOT following the top-level My Oracle Support
(MOSC) Community as you get email for EVERY update in every space.

There is nothing you can do to filter the number of emails you receive

Make sure you FOLLOW only top-level communities to reduce emails

From the dropdown next to your name, select (Preferences) and review
your Email Preferences. Make changes to best meet your objectives.

29.Sally has a great idea to improve a product. From the home page of
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Community, she clicks Create, Idea. When she attempts to locate the correct
(1) Points
Place (In a Place), her product area is not listed. What does this mean?

Post this question in the Using My Oracle Support Community

Open a non-technical Service Request, as this is a bug.

This feature is not available and should not be displayed.

The space or sub-space you want to use has NOT enabled this feature.
Only spaces and sub-spaces that support IDEA CREATE are available for
selection

30.You want to post a question to a My Oracle Support Community. How do


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you locate the correct community for your product and type of question?
(1) Points

Ask your Customer User Administrator to grant you access to the


community in question and it will appear the next time you log in

Post your question in the Using My Oracle Support community to make


sure as many users as possible can view it.

Log a technical Support Request for assistance

Using the Navigation Banner, select your product, then drill down into a
specific sub-space related to your question. Ask your question to the
sub-space and it will be reviewed by users with the right product
knowledge to help

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