General Product Support Assessment (v4.0)

1. It is an Oracle recommend ed 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 Correct 2. Who approves End Users and sets their access levels for My Oracle Support?


Oracle Support Your Organization Your Customer User Administrator (*) None of the above You do not need approval for access Correct 3. Oracle Support manages roles and responsibilities for all users associated to a Support Identifier in My Oracle Support.


True False (*) Oracle Customers are able to manage their own My Oracle Support access by establishing Customer User Administrators from their organization 4. Select the best reason why a Customer User Administrator (CUA) would activate Auto Approve for a Support Identifier.


The Organization is very large, and the CUA does not have time to individually approve all requests To enable generic access to Knowledge Base and My Oracle Support Community (*) This is a security risk; therefore, a CUA would not use this feature To stop the email notification about users wanting access None of the above It is a recommended best practice to provide generic access to knowledge base and Community so that End Users can quickly and easily research questions and selfserve information 5. As a customer or partner, how would you locate a Support Identifier?


Log a Service Request Log a non-technical Service Request (*) Post a question in the Using My Oracle Support Community Ask a colleague on your team who might be using the SI you want Incorrect Customer User Administrator and Support Identifiers (Answer all questions in this section) 6. The Customer User Administrator (CUA) manages access levels for other CUAs (who share the same Support Identifier).


True (*) False Correct

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 customizable dashboard layout. Which of the following are best practices to customize your layout and make it work for you? Select all that apply.

(Choose all correct answers)


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 Consider modifying your dashboard any time your role changes or you have a new product interest (*) Add as many widgets 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 (*) Ask your CUA to suggest a layout This is a key benefit of the My Oracle Support interface. Take the time to organize the content exactly the way you want to see it and use it. Make it work for you. 8. 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 (*) There are no user type dashboard customizations that you can select. My Oracle Support allows you to select from many widgets to create a dashboard that works uniquely for your role and interests. It is fast and easy to change it any time you want. 9. My CUA is my first point of contact for any access issues I experience with My Oracle Support


True (*) False Correct 10. You would like to locate content about what changed in the LATEST My Oracle Support release. Which of the following statements best 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 Search for 'Release Notes' in the Global Search and go through the different results. Access the My Oracle Support Resource Center and view the Release Notes (*) Call Oracle and log a Service Request to ask what changes have been made. Correct My Oracle Support Introduction

(Answer all questions in this section) 11. As a customer, you want to stay informed about ALL UPDATES to content related to My Oracle Support. Which of the following options is the best 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 Correct 12. The number of tabs you see in My Oracle Support depends on the Support Identifiers associated with your account.


True (*) False Correct 13. 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?


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 Correct

Knowledge Search and Browse (Answer all questions in this section)

14. What is a Search Assistant?


Some products have created Search Assistants which allow you to identify where a product issue is occurring and then recommend documents based on your selection (*) Voice-activated help feature that you can turn on in My Oracle Support A new section in the Service Request process An option you can select under Knowledge Preferences Correct 15. Any time you type a search into the Global Search bar (on any tab), the results are provided on the Knowledge tab


True (*) False Correct Knowledge Search and Browse (Answer all questions in this section) 16. What is the best way to find content in My Oracle Support based on product?


Global Search bar Check the Certifications tab Use the 'Search & Browse' feature on the Knowledge tab and product-based information centers (*) Post a thread in My Oracle Support Community Incorrect 17. PowerView is a type of search that you can use in place of Global Search


True False (*) The PowerView feature allows you to filter search results by product family or other options

18. Why would I want to review and update my current settings for Knowledge Preferences (Settings tab, My Account)?


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 Incorrect 19. You are looking to install the Oracle E-Business Suite (EBS) product range. How would you find one document that outlines everything you 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 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' Read the documentation on http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.ht m Correct

Product Certifications (Answer all questions in this section) 20. I am not sure of the exact product name to use in the Certifications tab. What is the best approach?


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

If the product is not listed, it indicates the product is not available. Select the Feedback button to alert the Certifications team to investigate and possibly add the product. Product Certifications (Answer all questions in this section) 21. 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)


True (*) False Incorrect 22. The Certifications tab in My Oracle Support is able to directly answer all of your certification questions in a single location.


True False (*) Correct 23. 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).


(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) (*) Incorrect 24. 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

Access to product certification information (*) None of the above Correct

Patches and Updates (Answer all questions in this section) 25. From within My Oracle Support, select the best description of how to download the latest firmware patch for Netra Blade X3-2B


From the My Oracle Support Community ﾖ Post a question to ask for the link to download the latest firmware patch for Netra Blade X3-2B Patches and Updates > Advanced Search > Enter Netra Blade X3-2B > Select Release > Add a filter line Add Description is ﾓ Firmware ﾔ and view and download the results. (*) From Global search enter Netra Blade X3-2B and Patch, select enter and from the results select view the document follow the link to Oracle.com/technetwork/systems, Find and locate the Netra Blade X3-2B click the link to download the patch Log a Service Request in My Oracle Support and ask for a link to the patch to download it. Correct Patches and Updates (Answer all questions in this section) 26. What is a Patch Advisor?


A type of Lifecycle Advisor in My Oracle Support that colocates 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 Incorrect 27. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the most correct method to do this?


Log a Service Request with Oracle Support and ask for the Support Engineer to send me the required patches.

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. Select Patches and Updates Tab > Advanced Search > Search for JD Edwards EnterpriseOne > Release is 9.1 and select search Select Patches and Updates Tab > Quick Links JD Edwards > search for JD Edwards EnterpriseOne > Release is 9.1, agree to license and select search (*) Incorrect 28. A great resource for additional help in My Oracle Support is the 'context-sensitive' help located in the upper-right. You can view detailed answers to common questions about topics such as Patching.


True (*) False Correct 29. Regardless of your specific Oracle products, the general process to download patches in My Oracle Support is the same


True (*) False Correct 30. What are the best ways to download a patch? Please select all answers that apply.


(Choose all correct answers) From My Patch Search Results > click patch number > Download (*) A user cannot directly download a patch from this site Search the knowledge base for an article on patching for your product and click the download links (*) 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 (*) It is an option to ask Oracle Support to download a patch, but it is not a suggested best practice 31. When should you mark an


answer Correct ? When the answer is technically correct, even if you do not agree with what is being recommended (*) When the answer is the answer you expect to see You can't mark answers correct Don't mark answers correct until you see what other users have to say Correct 32. Which of the following attributes describe the value of My Oracle Support Community?


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 Correct 33. How can you change your user number to a NAME in My Oracle Support Community?


Call Oracle Support and log a service request ticket. Click the drop down arrow next to your name and click Edit Profile. Click Your Profile and then click Edit next to your user name. (*) Any of the above. In My Oracle Support - Click the drop down arrow next to your user name, click My Account and then update the name field Correct 34. 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 you thought you had posted it. What can you do to locate your posting?

Your discussion was likely deleted by a moderator because it was in the wrong community Log a Service Request


Look under Browse, Content, Authored within My Oracle Support Community. (*) You can post another new thread and ask the community if they know what happened to your last posting None of the above Correct 35. How can you view Subspaces you are following?


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 (*) Correct My Oracle Support Community (Answer all questions in this section) 36. What is the recommended way to post a discussion in the Community?


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 Incorrect 37. 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.



Using Support Best Practices for Hardware & Software (Answer all questions in this section) 38. 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 the ASR manager installed on the network, asset is ASR qualified, 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 39. You can view Health Recommendations in My Oracle Support before you enable a collection mechanism.


True False (*) The analysis runs against the configuration data captured by the collector 40. 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


True (*) False Correct Using Support Best Practices for Hardware & Software (Answer all questions in this section) 41. The output of Oracle Configuration Manager (OCM) will list out the required firmware for your Oracle Systems products


True False (*) False, as OCM is for Oracle Software 42. What is the best definition of a Fully Qualified Service Request?

Mark for Review

(1) Points Only Service Requests created by ASR are considered fully qualified 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 (*) A Service Request that provides just a few facts to get Oracle Support engaged A Service Request logged by your CUA A Service Request must have attached log files to be Fully Qualified Correct 43. 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



Create and Manage Service Requests (Answer all questions in this section) 44. Users create a new Service Request by moving through a structured step-by-step process that starts by asking the User to identify the Severity before describing the problem


True False (*) Correct 45. When should Severity 1 be selected?


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

Correct Create and Manage Service Requests (Answer all questions in this section) 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


True (*) False Correct 47. You were able to resolve a Service Request before Oracle Support came back with a suggested solution. What should you do?


Click on 'Close SR' and provide detailed comments (Update Detail) on the solution you found to help Oracle Support improve our knowledge base (*) Just close the SR with no further updates Call the Support Engineer for advice Ask your CUA to initiate an auto-close of this SR since you have a solution None of the above Correct 48. 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 49. 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


True (*) False

Correct 50. 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 Oracle Support with as much detail as possible 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 Mobile My Oracle Support (Answer all questions in this section) 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.


True (*) False Correct 52. The two main functions you can accomplish in My Oracle Support Mobile are to view and update Service Requests and search the knowledge base


True (*) False Correct 53. A best practice to get the most value from Mobile My Oracle Support would be to mark as favorites any bugs or documents that you want to revisit and review when you have more time back at your desk. You will not waste any time trying to find them again when you go back to the My Oracle Support portal


True (*) False Correct 54. What is the best description of Mobile My Oracle Support?


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 Correct 55. How do you access Mobile My Oracle Support?


You have to download the app from the primary portal and load it to your smart phone You access it from http://support.oracle.mobi (*) There is a button on My Oracle Support homepage that allows you to jump to the mobile application You open a Service Request and ask for special privileges Correct Mobile My Oracle Support (Answer all questions in this section) 56. The Mobile My Oracle Support application is only available to Users with the Customer User Administrator (CUA) role


True False (*) Correct

Oracle Support Policies (Answer all questions in this section) 57. What is the best approach to resolve the issue of not being able to download a specific patch for a Product (after the Support Date has passed).


Contact your Oracle Sales representative and purchase Extended Software support for your product that needs patching (*) Google to see if the patch is available somewhere on the Internet 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 All of these answers are possible reactions to not being able to download a patch. The most correct answer is C as the product has passed its supported end date. 58. What is the recommended way to locate content about the End Date of support for a product? Select all that apply.


(Choose all correct answers) Use the Certifications tab and review the support-specific content (*) Log a Service Request and request information about support dates Call your Oracle Sales or Account Representative Access oracle.com and review the support PDF and search for support dates (*) All of the answers are correct to some degree; however, the question is asking for the recommended way. As outlined in the videos, the recommended way is to use the Certifications tab or access the content on oracle.com and view the support PDFs for the latest content. 59. What are the best methods to stay informed about the latest information on Oracle Technical Support policies?


(Choose all correct answers) Search technical support on oracle.com and review the posted policy PDFs often (*) Download the Oracle Technical Support Policies and use these as your reference guide Search in My Oracle Support for 'Technical Support Polices' (*) Log a Service Request and ask Support to provide information about support policies All of the answers are possible options to stay informed about the Oracle Technical Support Policies; however, the best methods are 1 and 3. 60. What items are covered by your Premier Support Policy? Select all that apply.


(Choose all correct answers) Access to new functionality included in Oracle Patches and Upgrades (*) Access to Oracle Engineers to perform mapping business requirements to product functionality

Access to My Oracle Support Community (*) Access to Oracle Product knowledge and Oracle Product bug fixes (*) Access to Oracle Support Engineers to de-code customized code and undertake script development Oracle Support is available to support you on Oracle Products, however Oracle Support is not a resources to train and develop customized solutions for your organization. 61. Which of the following are support challenges at multiple vendor computing environment s?


Rising Multi-Vendor Support Activity Expanding call Resolution Times All of the above (*) Prohibitive Training Demands for technical analysts

Complexity of MVS environments none of the above Incorrect. Refer to the Oracle Collaborative Vendor Support (OCVS) Overview training for more information. 62. Which of the following statements regarding enrollment in Oracle Collaborative Vendor Support (OCVS) is NOT true?


A partner should wait to enroll in OCVS until they encounter a multi-vendor support issue from a mutual customer. (*) OCVS is offered as a value-added benefit at no additional costs to Oracle Partners as part of their OPN membership. A Partner should enroll in OCVS proactively if they provide support services to mutual customers. Enrollment in OCVS is easy by selecting the "Join Now" link from the OCVS portal page on OPN. Useful OCVS enrollment information can be found on the OPN portal under Support > Learn About Support Offerings and Benefits. Correct 63. A "Mutual Customer" under Oracle Collaborative Vendor Support (OCVS) must have an active support contract with BOTH Oracle and a participating Partner.


True (*) False Correct 64. Which of the following statements reflect the value proposition to our Mutual Customers as a result of Oracle Collaborative Vendor Support (OCVS)?


(Choose all correct answers) Strives to prevent the frustration of "fingerpointing" between vendors and improves overall satisfaction. (*) Increases the risk and costs associated with owning multi-vendor solutions. Provides enhanced support value for multi-vendor implementations. (*) Improves response by having all parties involved in the collaboration. (*) Increases the time to implementation for multivendor solutions. Correct 65. OCVS can be used as a replacement for support


True False (*) Correct

General Product Support Assessment (v4.0)

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