ACREDITATION

1.A 1.A Support Identifier (SI) is a numeric value that identifies the products your company has purchased. It is required to access My Oracle Support.

Mark for Review (1) (1) Poin Points ts

True (*) False Correct 2. Who approves End Users and sets their access levels for My Oracle Support?


Oracle Support Your Organization Your Customer User Administrator (CUA) (*) You do not need approval for access None of the above Correct 3. Oracle Support manages roles and responsibilities for all users associated to a Support Identifier in My Oracle Su pport. True False (*) Oracle Customers are able to manage their own My Oracle Support access by establishing Customer User


Administrators from their organization 4. As a customer or partner, what is the best way to locate a Support Identifier (SI)?


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 M y Oracle Support Community You can look up your Support Identifiers in your Support Contract Both 2 and 4 Correct 5. Select the recommended reason (best practice) why a Customer User Administrator (CUA) would activate Auto Approve for a Support Identifier.


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 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 manu ally reviews requests for advanced functions such as SR Create privilege. (*) This is a security risk; therefore, a CUA would never use this feature To stop receiving email notifications from users requesting access None of the above Correct 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 S Is and assets. What feature in My Oracle Support can help him? There is nothing available in My Oracle Support. Joe has to call his Oracle Sales Representative to get this fixed.


Joe can make use of the features in Administrative, Support Identifiers to Create New SI where he can colocate users and assets. (*) Joe has to log a Non Technical Service Request and Oracle Support will set up a new SI for him. None of the above Correct

My Oracle Support Introduction (Answer all questions in this section) 7. 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.


True (*) False Correct 8. 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 a ll that apply. (Choose all correct answers) Add as many regions as you can to the dashboard to maximize what you see when you login Reduce wasted time and frustration by organizing your dashboard to match your job role and product (*) Do not customize what you see in the dashboard. When you first login to My Oracle Support, you have h ave access to all the recommended regions by default Ask your CUA to suggest a layout Consider modifying your dashboard any time your role changes or you have a new product interest (*)


Correct 9. You believe your account is associated with a Hardware SI (but your dashboard is NOT showing the Assets region). What steps should you take to resolve?


Select 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 validate that you have access to View Assets for the designated SI. B y design, the Assets region is ONLY available to hardware customers. Select Customize on the My Oracle Support home page and make sure the Asset widget is available av ailable to select for your dashboard, and select it. Both 3 and 4. (*) Correct 10. 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 regions to my dashboard associated with this user type.


True False (*) Correct 11. Once I have access to My Oracle Support, my CUA is my first point of contact for any access issues I experience with My Oracle Support.


True (*) False Correct 12. Your colleague, Li, is new to My Oracle Support. You have been asked to show him how to get up to speed quickly on the basic core functions of My Oracle Support. What is the recommended FIRST step for Li?


Li should access My Oracle Support Community Co mmunity and post all his questions about the portal there. You direct Li to complete My Oracle Support Accreditation as his FIRST step in learning about the basics. 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 show him how to access this content from the Getting Started region. (*) You advise Li to just use the phone to log Service Requests None of the above. Correct

Knowledge Search and Browse (Answer all questions in this section) 13. Mary is aware of PowerView filters. filters. Is there another recommended way to quickly search for content in My Oracle Support based on product?


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 Use the global search bar Check the Certifications tab Correct 14. Amy and Joe are searching for performance information in My Oracle Support. When they compared results, Amy saw that Joe was getting a longer list of search results. If Am y wants to increase the number of search suggestions sug gestions 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 Correct


15. You want to maximize your search approach in My Oracle Support to make sure you find relevant content quickly and easily. How many search terms should you use?


Only use ONE search term to ensure you get all possible replies There is no exact number. You should enter a phrase (rather than a single term). If you are looking to include a specific term (i.e., My Oracle Support Training), use quotes around the full term you want included (*) You should include 5 search terms for the best possible result More than 10 search terms is recommended Correct 16. 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 Po werViews 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 Correct 17. You will often see terms such as Search Helper or Search Assistant (or both of these terms) in a title. What service are these features providing? An option you can select under Knowledge Preferences Voice-activated help feature that you can turn on in My Oracle Support


A new section in the Service Request process A search helper or search assistant is a guided path to a known solution (*) Correct 18. During SR Creation flow, My Oracle Support will offer you 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.


True (*) False Correct

Product Certifications (Answer all questions in this section) 19. You need to search for certification data to prepare for your team meeting. However, you are NOT sure of the exact product name to use in the 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 Correct 20. The Support Information provided by the Certifications search does NOT include Ongoing Support information related to availability of patches for your product.


True False (*) Correct 21. Is there any reason to check the Certifications tab on a regular basis if your company has NOT upgraded any of your products?


Yes, to check the support dates to understand when your products stop being supported and track this information in your upgrade plan (*) 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 To pics E-Mail None of the above Correct 22. 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 Correct 23. A product is certified for a SPECIFIC release 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) True (*) False Correct


24. The Certifications tab in My Oracle Support is able to directly answer most of your certification questions. The exception is older information that may not be included.



Patches and Updates (Answer all questions in this section) 25. How do you download a patch from the Patch Details page? Please select all answers that apply.


(Choose all correct answers) A user cannot directly download a patch from this site From the patch search results, click on a patch number to view the patch detail, then click Download (*) From the patch search results, highlight a row, then select Download from the option bar (*) Open a Service Request to ask Oracle Support to download the patch from this site Search the knowledge base for an article on patching for your product and click the download links Incorrect 26. 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. True (*) False Correct


27. What approach would you take to find out about Oracle recommended patch sets for your product?


Use the Patch Advanced Search, selecting product and release of interest, and checking the (Show recommended patches only) checkbox (*) Add the Recommended Patch Sets region to your dashboard Create a new discussion in the appropriate patchin g community and ask your trusted network Use Google to find out what recommended patches are available Log a Service Request Correct 28. To download aspecific 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.


True (*) False Correct 29. You are relatively new to patching your Oracle Product. Where can you get additional clarification on My Oracle Support functionality related to 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 Use the General Patch Questions region on the Patches & Updates tab and locate the general patch questions link and type in your question Log a technical Service Request to ask for advice on patching Correct


30. You have a question about a patch you are downloading. What is the option that Oracle recommends?


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, and select start a discussion or reply to a discussion based on what is available (*) Submit a Service Request with your question as the summary Log into My Oracle Support Community, locate your product and post your question Correct 31.Which 31.Which of the following attributes describe the value of My Oracle Support Community?


Available to users 7x24x365. You can always engage in the global community at a convenient time in your work day Each community is staffed with a special set of Oracle support engineers who engage exclusively with online questions Leverage the shared experience of your peers and subject-matter experts to quickly expand your knowledge and awareness Using communities allows you to bypass the standard Service Request creation process in My Oracle Support and fast-track your issues Both 1 and 3 (*) Correct 32. You recently created a new discussion in My Oracle Support Community. When you go back to view it, you do not see it in the community where whe re you posted it. What is the best approach to locate your discussion?


Your posting was likely deleted by a moderator mode rator because it was in the wrong community. You should post it again. Log a Service Request View your profile and click Content and you will see all the questions you have posted (*) Create a new discussion and ask the community if they know what happened to your last discussion None of the above Correct 33. Your Community e-mail box is quickly filling up with emails. You need to easily get it back under control. What actions can you take to resolve this issue?


(Choose all correct answers) 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. (*) 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 Correct 34. In the accreditation series, we cover the importance of finding the right sub-space for your questions to en sure a fast response from the subject experts. What happens if you post a product-specific question into the general Using My Oracle Support Community? A moderator for the community will directly email you to request that you remove this question The question will trigger an automatic email that alerts you to ask the question in a different community 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 (*)


None of the above Correct 35. The same Oracle Support Engineers that resolve technical Service Requests also participate in My Oracle Support Community to share their knowledge and expertise as part of this trusted community.


True (*) False Correct 36. 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.



Best Practices for Hardware and Software (Answer all questions in this section) 37. For the supported products, what are the benefits of installing and using Oracle Configuration Manager (OCM)?


Monitor changes and review health checks Use the Upgrade Planner Create fully qualified Service Requests View Reports All of the above (*) Correct 38. Why does Oracle Support ask for configuration data?


Oracle Support does not ask for configuration data The data provides an understanding of the configuration of Oracle software, revision levels, and the operating system and patching levels (*) The data helps to determine how often you log Service Requests None of the above Correct 39. What is the best definition of a Fully Qualified Service Request?


A Service Request must have attached log files to be fully qualified A Service Request that provides just a few facts to get Oracle Support engaged A Service Request that has all the information included in the fields as well as appropriate approp riate diagnostic output attached so that the Oracle Support Suppo rt Engineer can immediately get started (*) Only Service Requests created by ASR are considered fully qualified A Service Request logged by your CUA Correct 40. On the Systems tab, you can view Health Recommendations BEFORE you enable a collection mechanism.


True False (*) Correct 41. To install Auto Service Request (ASR), you need to validate all of the following: User has Assets access level in My Oracle Support, there is an instance of AR manager installed on the network, asset is ASR qualified, qu alified, ASR install process can be performed on the asset, ASR activation process has been completed by associating a contact in My Oracle Support, and Service Tools Bundle is installed.


True (*) False Correct 42. The output of Oracle Configuration Manager (OCM) will list out the required firmware for your Oracle Systems products.


True False (*) Correct

Create and Manage Service Requests (Answer all questions in this section) 43. You have heard a lot about the importance of logging detailed service requests in the accreditation series. Why does it really matter to you as a user? Correctly identify which response highlights the key benefit of creating a Fully Qualified Service Request.


Special fast-track handling in the Support Queue Minimum delays Minimum delays AND faster resolution (*) The Oracle Support engineer will immediately open a Chat session with you to discuss your issue None of the above Correct 44. 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 manag er will be contacted by Oracle Support. True (*) False Correct


45. 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?


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 Correct 46. A recommended best practice is to organize all the data associated with your issue BEFORE you initiate a new Service Request. A Fully Qualified SR provides O racle Support with as much detail as possible po ssible about your issue. This includes what happened, users impacted, single or repeat occurrences, any changes, and related diagnostic data to attach to the Service Request.


True (*) False Correct 47. A recommended best practice is to validate your access levels in My Oracle Support BEFORE you create a service request. Where can you validate your access?


My Account, Support Identifiers. Check for Create and Update access for your Support Sup port Identifiers (*) Ask your CUA My Account, View Users. Look up your name and see your current access levels Attempt to open a new SR and see if you can submit Correct 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



Oracle Support Policies (Answer all questions in this section) 49. What is the BEST method to stay informed about the latest information on Oracle Technical Support policies?


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 Download the Oracle Technical Support Policies and use these as your reference guide Log a Service Request and ask Support to provide information about support policies Correct 50. What are the recommended ways to locate content about the End Date of support for a product? Select all that apply.


(Choose all correct answers) Access oracle.com and locate the technical and lifetime policies under the Support tab (*) Call your Oracle Sales or Account Representative Use the Certifications tab and review the supportspecific content (*) Log a Service Request and request information about support dates Correct 51. The Lifetime Support Stages for your Oracle Products are: Premier Support, Extended Support, and Sustaining Support.


True (*) False Correct 52. 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).


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 n eeds patching (*) Use Google to see if the patch is available somewhere on the Internet Correct 53. For some product and release combinations on the Certifications tab, you may be able to view v iew Ongoing Support information related to availability of patches for that combination.


True (*) False Correct 54. 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? Post a question to the Using My M y Oracle Support Community Log a non-technical Service Request 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 (*) Correct


Mobile My Oracle Support (Answer all questions in this section) 55. The Mobile My Oracle Support application is only available to Users with the Customer User Administrator (CUA) role


True False (*) Correct 56. You are able to CREATE a new Service Request using the Mobile My Oracle Support interface


True False (*) Correct 57. 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 knowledg e base.


True False (*) Correct 58. The two main functions you can accomplish in Mobile My Oracle Support are to VIEW and UPDATE Service Requests and search the knowledge base True (*) False Correct


59. A best practice to get the most value from Mobile My Oracle Support would be to mark any bugs or documents as FAVORITES that you want to review when you are at your desk. You will not waste time trying to find them again when you go back to the My Oracle Support portal.


True (*) False Correct 60. The Customer User Administrator (CUA) (CUA) for your organization is able to utilize Mobile My Oracle Supp ort to REVIEW access requests with just a smart phone and Internet access. True (*) False


ACREDITATION

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