Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the My Oracle Support Specialist guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Oracle Application Gri d Technology Support Specialist courses. Passing a >80% of this assessment makes you eligible to become an My Oracle Support Specialist. (v4.0) 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. It is a recommended best practice to automate the detail s from your Service Request updates in email to save time. How does a My Oracle Suppo upport rt User ser rec rece eive ive the the full ull Ser Serv vice ice Req Requ uest est Upd Upda ate in an an ema email il? ? Mark Mark fo r Review (1) Points The CUA performs this step after the User enables SR Details: Administra tive > Support Identifiers > Service Request Details in Email. The feature is no w fully enabled. MOS user performs this step: Personalization > Service Request Details i n Email Turn On. The feature is now fully enabled. This is a one-step process that the CUA completes under Administrative f unctions in MOS. In order for the user to get Service Request detail updates, a two-step process is required: The CUA can ONLY perform the SR Details update on the SI an d then the User enables this feature under My Account (*) None of the above
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2. Joe is a CUA for Sleepcat Demonstration Co. His staff ar e globally located and so are his assets. As a result, he has multiple SIs and i s struggling to easily manage the SIs and assets. What feature in My Oracle Supp ort can help him? Mark for Review (1) Points There is nothing available in My Oracle Support the CUA Joe has to call his Oracle Sales Representative and get this fixed. Joe can make use of the features in Administrative - Support Identifiers to Create New SI where he can co locate users and assets. (*)
Joe has to log a Non Technical Service Request and Oracle Support will s et up a new SI for him. None of the above
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3. A Support Identifier (SI) is a numeric value associated to you your r acco accoun unt t in My Ora Oracl cle e Supp Suppor ort. t. Mark Mark for for Rev Revie iew w (1) Points True (*) False
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4. Select the recommended reason (best practice) why a Cust omer User Administrator (CUA) would activate Auto Approve for a Support Identifi er Mark for Review (1) Points The Organization is very large, and the CUA does not have time to indivi dually approve all requests To enable generic access to knowledge base and My Oracle Support Communi ty (*) 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
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5. It is an Oracle recommended best practice to have multip le CUAs for each Support Identifier (although you are allowed to select one per SI) Mark for Review (1) Points True (*)
False
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6. Joe is a CUA for Company ABC. He wants to simplify manag ement of SIs and improve reporting of Service Requests in My Oracle Support. He has heard about Support Identifier Groups and wants to implement these virtual g roups (containers) for SI 886, 887, and 888 which are the three SIs used by his organization. Based on his understanding, he can leverage Support Identifier Gro ups for these SIs as they allow assets and products to be shared among multiple SIs under a common account/organization; he can create extra SIs or consolidate the ones he has to suit his needs. Mark for Review (1) Points True (*) False
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My Oracle Support Introduction (Answer all questions in this section) 7. Sam is a new user to My Oracle Support and wants to be m ore proactive in how he supports his products. What recommended options should S am follow to meet his objective? Click all that apply. Mark for Review (1) Points From the Knowledge Tab, Sam can select Get_Proactive under Knowledge Lin ks. Sam can bookmark the Get Proactive Portfolio 432.1 and access this at an y time. Sam can post a question on Using My Oracle Support about how to be more proactive. Sam can take the Level 2 Accreditation Course for the products he is sup porting to validate his knowledge of proactive approaches and solutions. All of the above (*)
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8. You have a Hardware SI and your dashboard is NOT showing the Assets widget. What is the first step you should take to resolve this issue ? Mark for Review (1) Points 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 if you have access to View Asset s for the designated SI (*) Select 'Customize' on the My Oracle Support home page and make sure the Asset widget is displayed on your dashboard None of the above
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9. My Oracle Support has pre-set dashboard configuration op tions based on role. For example, I can go to the Customize link and select "Har dware User" to automatically add the widgets to my dashboard associated with thi s user type Mark for Review (1) Points True False (*)
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10. You are an end customer of an Oracle Partner and you wou ld like to have access to My Oracle Support. Which of the suggested outcomes def initely apply to your scenario? Select all answers that may apply Mark fo r Review (1) Points (Choose all correct answers) Partner will approve me for all access so I can use My Oracle Support li ke a direct customer
Partner will approve me for Asset and SR Creation as I have to maintain our systems Partner may choose to not allow me any access; they have the relationshi p with Oracle and I call them for assistance (*) Partner may allow me to view knowledge and interact with My Oracle Suppo rt Community (*) None of the above
Incorrect Partner may choose to not allow the customer to interact directly with My Oracle Support depending on the type of relationship they have with the end customer. 11. The number of tabs you see in My Oracle Support depends on the Support Identifiers associated with your account. Mark for Review (1) Points True (*) False
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12. You would like to locate content about what changed in t he latest My Oracle Support release. What is the easiest and most direct approac h to take? Mark for Review (1) Points Access 'My Oracle Support Resource Center' and view the training modules , Release Notes and My Oracle Support Essentials Webcast (highlights what is new in this release). (*) Search for 'Release Notes' in the Global Search and go through the diffe rent results. Call Oracle and log a Service Request to ask what changes have been made . Post a question in the 'Using My Oracle Support Community' asking what c hanges have been made in the last release
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Knowledge Search and Browse (Answer all questions in this section) 13. You want to maximize your search approach in My Oracle S upport to make sure you find relevant content. How many search terms should you use? Mark for Review (1) Points There is no exact number. You should enter a phrase (rather than a singl e 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 5 search terms for the best possible result. Only use one search term to ensure you get all possible replies You can enter one term and when the results are displayed, you can use t he search tip to further filter your results.
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14. Why would you want to review and update your current set tings for Knowledge Preferences (Settings tab, My Account)? Mark for Review (1) Points Allows you to provide feedback to My Oracle Support on ways to improve t he 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 o ptions like number of search suggestions and default search source (*) All of the above None of the above
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15. After performing a search, your results are displayed. W hat options are available to further refine your search results? Mark fo r Review (1) Points You can select one or more knowledge collection types, add more words, s elect a product, version or platform (*) You can filter the results by clicking the down arrow next to the knowle dge source type. There is no advanced search in My Oracle Support any more so you cannot filter your search results. There is no feature to filter your search results, as all data collectio ns are displayed all the time.
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of Global Search (1) Points
PowerView is a type of search that you can use in place Mark for Review
True False (*)
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17. You are looking to install the Oracle E-Business Suite ( EBS) product range. What is the recommended approach to find one document that o utlines everything you need to know? Mark for Review (1) Points Search in the Global Search box with the term 'EBS' Post a question in the EBS Community asking where you can find a documen t with everything you need to know about EBS On the knowledge tab in My Oracle Support: select 'Search and Browse tab ' and enter Oracle E-Business Suite and access the information center to view al l the available content in one location (*)
Read the documentation on http://docs.oracle.com/cd/E18442_01/doc.651/e1 8053/ebs.htm Log a Service Request and ask for Oracle Support to send you the informa tion
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18. t based on product? (1) Points
What is the best way to find content in My Oracle Suppor Mark for Review
Global Search bar Use the 'Search & Browse' feature on the Knowledge tab to select your pr oduct and enter your search term. (*) Check the Certifications tab Post a thread in My Oracle Support Community
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Product Certifications (Answer all questions in this section) 19.
What is the definition of a certification?
Mark fo
r Review (1) Points A combination of Oracle and third-party products that Oracle has tested and should work together. A testing matrix that Oracle provides via the Certifications tab that al lows you to compare combinations of Oracle and third-party products A combination of Oracle and third-party products, operating systems, or hardware that Oracle believes should work together A combination of Oracle and third-party products, operating systems, or hardware that Oracle has tested and should work together. (*)
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20. The Certifications tab in My Oracle Support is able to d irectly answer most of your certification questions. The exception is older info rmation that may not be included. Mark for Review (1) Points True (*) False
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21. A product is certified for a specific release of an oper ating system (OS) on a particular hardware platform. For example, Oracle Databas e (11.2.0.3.0) on Oracle Solaris 11 (SPARC) Mark for Review (1) Points True (*) False
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22. I am not sure of the exact product name to use in the Ce rtifications tab. What is the best approach to find what you need? Mark fo r Review (1) Points Locate the product name glossary on the Knowledge tab You should be able to find your product by typing a portion of the name. The Certifications search is equipped with aliases that will suggest product op tions 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
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23. ovide to the user? (1) Points
What does the Certifications tab in My Oracle Support pr Mark for Review
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
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24. Is there any reason to check the Certifications tab on a regular basis if your company has NOT upgraded any of your products? Select the most correct answer(s). Mark for Review (1) Points (Choose all correct answers) Yes, to check the support dates to understand when products stop being s upported (*) No, you would only check during an active upgrade planning cycle No, there is no new information on the Certifications tab unless you rec eived 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) (*) None of the above
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Patches and Updates (Answer all questions in this section)
25.
What is a Patch Advisor?
Mark for Review
(1) Points A type of Lifecycle Advisor in My Oracle Support that co-locates patchin g information in areas such as Upgrade Advisors and Patching & Maintenance Advis ors (*) The Patch Advisor is the Readme file included with all Patches that prov ide 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 syste m to confirm you are on the latest patch set None of the above
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26. What products can use patch plans? Identify the answer ( within My Oracle Support) with the most accurate description. Mark for Review (1) Points All Oracle Products You set this preference in My Account to identify patch plans you want t o use Database, Fusion Middleware, and Enterprise Manager (*) Database, Fusion Applications, Fusion Middleware and Cloud Only products which have collector installed and configuration is being sent to Oracle
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27. From within My Oracle Support, select the best descripti on of how to download the latest firmware patch for Netra Blade X3-2B Mark fo r Review (1) Points
Patches and Updates > Advanced Search > Enter Netra Blade X3-2B > Select Release > Add a filter line Add Description is ?Firmware? and view and download the results. (*) From the My Oracle Support Community ? Post a question to ask for the li nk to download the latest firmware patch for Netra Blade X3-2B Log a Service Request in My Oracle Support and ask for a link to the pat ch to download it. From Global search enter Netra Blade X3-2B and Patch, select enter and f rom the results select view the document follow the link to Oracle.com/technetwo rk/systems, Find and locate the Netra Blade X3-2B click the link to download the patch
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28. How do you download a patch from the Patch Details page? Please select all answers that apply. Mark for Review (1) Points (Choose all correct answers) From my Patch Search Results > mouse-over the line (not patch number) an d select the download option) (*) From My Patch Search Results > click patch number > Download (*) 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 an d click the download links A user cannot directly download a patch from this site
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29. You have a question about a patch you are downloading. W hich is the best option for you from the following choices? Mark for Review (1) Points
Locate the patch via search on the Patches & Updates page > select the p atch number to view the patch details > select Start a discussion or reply to di scussion based on what is available (*) Log into My Oracle Support Community, locate your product and post your question Submit a Service Request with your question as the summary Call Oracle Support and ask a Support Engineer
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30. You can use Patch Plans and Upgrade Plans without having Oracle Configuration Manager (OCM) installed. Mark for Review (1) Points True False (*)
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31. Your Community e-mail box is exploding with email content and you need t o easily get it back under control. What actions can you take to resolve this is sue? Mark for Review (1) Points (Choose all correct answers) Validate your settings for spaces and subspaces you are Following and en sure you don't have Inbox set for every space and Subspace. (*) From the dropdown next to my name select, Preferences -> view my setting s and adjust as needed. (*) Validate that you are not "Following" My Oracle Support (MOSC) as you ge t email for every update in every space. (*) There is nothing you can do to filter the number of emails you receive t his a side effect of the change to the community platform.
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32. As an experienced user, you are familiar with spaces and subspaces in Community. Is the following example correct? Oracle Database (MOSC ) is a top-level space and Database Networking (MOSC) is a sub-space you can sel ect where you would post a database networking question. Mark for Review (1) Points True (*) False
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33. You have a question regarding Oracle Database. You are n ew to the community framework and are not sure how to go about searching to iden tify a relevant Database-oriented community. What is your best approach? Check a ll that apply Mark for Review (1) Points (Choose all correct answers) Using the banner navigation, click the down arrow, locate a space and cl ick to view the subspace to view the subspace communities OR on the home page dr ill down through the spaces to view the subspaces to locate the community (*) You can type in your Database related question in the search bar and dri ll into likely answers to identify the Database Community where the question was raised (*) Open a non-technical Service Request Post this question in the 'Using My Oracle Support' Community
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34. Sallyanne has a great idea to improve a product. From th e home page she clicks Create > Idea and when she attempts to locate the correct Plan using In a Place her product area is not listed. What does this mean? Mark for Review (1) Points Post this question in the 'Using My Oracle Support' Community Open a non-technical Service Request, as this is a bug.
The space/subspace you want to use has not enabled this feature. Only sp aces/subspace that support idea create are available for selection (*) This feature is not available and should not be displayed.
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35. What is a typical consequence of posting a product-speci fic question into the 'Using My Oracle Support' Community? Mark for Review (1) Points A moderator for the community will directly email you to request that yo u 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
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36. You want to post a question to a My Oracle Support Commu nity. How do you locate the correct community for your product and type of quest ion? Mark for Review (1) Points Ask your Customer User Administrator to grant you access to the communit y in question and it will appear the next time you log in Log a technical Support Request for assistance Using the Navigation Banner, select your product, then drill down into a specific subspace related to your question. Ask your question to the subspace. If you select a targeted subspace, your post will quickly be seen by users with the right product knowledge to help (*) Post your question in the 'Using My Oracle Support' community to make su re as many users as possible can view your question.
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Best Practices for Hardware and Software (Answer all questions in this section) 37. The output of Oracle Configuration Manager (OCM) will li st out the required firmware for your Oracle Systems products Mark for Review (1) Points True False (*)
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view Assets? (1) Points
38. Your SI is for hardware. What permissions do you need to Mark for Review
CUA Access level You need view permissions for assets which are accessed via My Account > Access > Assets > View (*) None. It is available to all users SR Create & Update
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39. To install Auto Service Request (ASR), you need to valid ate all of the following: User has Assets access level in My Oracle Support, the re is an instance of AR 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 Mark for Review (1) Points True (*)
False
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40. From a hardware perspective, what are the benefits of do wnloading Oracle Services Tools Bundle and enabling Auto Service Request (ASR)? Mark for Review (1) Points Prevent known issues Automatically log Service Requests Create a fully qualified Service Request None of the above All of the above (*)
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41. Oracle Enterprise Manager Harvest Job is a collection to ol that gathers information about your Oracle set-ups, configuration, and OS. Yo u can automate this information transfer with Oracle Mark for Review (1) Points True (*) False
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Request? (1) Points
42. What is the best definition of a Fully Qualified Service Mark for Review
A Service Request that has all the information included in the fields as well as appropriate diagnostic output attached so that the Oracle Support Engin eer can immediately get started (*) Only Service Requests created by ASR are considered fully qualified
A Service Request logged by your CUA 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 e ngaged
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Create and Manage Service Requests (Answer all questions in this section) 43. Users create a new Service Request by moving through a s tructured step-by-step process that starts by asking the User to identify the Se verity BEFORE describing the problem Mark for Review (1) Points True False (*)
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44. A recommended best practice is to organize all the data associated with your issue before you initiate a new Service Request. A Fully Qu alified SR provides Oracle Support with as much detail as possible about your is sue. This includes what happened, users impacted, single or repeat occurrences, any changes, and related diagnostic data to attach to the Service Request Mark for Review (1) Points True (*) False
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45. If your systems are down and you select Severity 1 for y our issue, you will need to provide a management contact in the workflow, and yo ur identified manager will be contacted by Oracle Support Mark for Review
(1) Points True (*) False
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46. When should Severity 1 be selected for your Service Requ est? Mark for Review (1) Points To get immediate attention to your Service Request When your business has stopped functioning due to an issue on your Oracl e System, Software, or Application (*) When your testing system is down Only when you have requested an Escalation of the issue All of the above
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47. You were able to resolve a Service Request before Oracle Support came back with a suggested solution. What should you do? Mark fo r Review (1) Points Click on 'Close SR' and provide a detailed comment (Update Detail) on th e solution you found to help Oracle Support improve the 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 solut ion None of the above
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Correct 48.
all that apply. (1) Points
What are some of the ways to send data to Oracle. Select Mark for Review (Choose all correct answers)
Upload the relevant files when creating the SR (if they are under 2GB). (*) Upload files to Oracle using one of three methods for large files: FTPS using Filezilla, or FTPS or HTTPS using cURL (*) Upload the files to your private dropbox account and give access to the Support Engineer to download the files. Send an email to Support Engineer's personal email address with support data All of the above
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Oracle Support Policies (Answer all questions in this section) 49. What are the recommended ways to locate content about th e End Date of support for a product? Select all that apply. Mark for Review (1) Points (Choose all correct answers) Log a Service Request and request information about support dates Access oracle.com and review the support PDF and search for support date s (*) Use the Certifications tab and review the support-specific content (*) Call your Oracle Sales or Account Representative
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50. The Lifetime Support Stages for your Oracle Products are : Premier Support, Extended Support, and Sustaining Support Mark for Review (1) Points True (*) False
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51. You want to see a comparison table to understand what is covered in Premier, Extended, and Sustaining Support. What is the best resource ? Mark for Review (1) Points Log a non-technical Service Request Post a question to the 'Using My Oracle Support' Community Locate the Lifetime Support Benefits table on the Oracle Lifetime Suppor t Policies page to compare (*) Mark the 'Oracle Lifetime Support Policies Note 971415.1' as a favorite in My Oracle Support
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52. What are the best methods to stay informed about the lat est information on Oracle Technical Support policies? Mark for Review (1) Points (Choose all correct answers) Log a Service Request and ask Support to provide information about suppo rt policies Search in My Oracle Support for 'Technical Support Polices' (*) Download the Oracle Technical Support Policies and use these as your ref
erence guide Search technical support on oracle.com and review the posted policy PDFs often (*)
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53. What is the best approach to resolve the issue of not be ing able to download a specific patch for a Product (after the Support Date has passed). Mark for Review (1) Points Use 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 Sup port and send you the patch Contact your Oracle Sales representative and purchase Extended Software support for your product that needs patching (*)
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54. elect all that apply. (1) Points
What items are covered by your Premier Support Policy? S Mark for Review (Choose all correct answers)
Access to My Oracle Support Community (*) Access to Oracle Product knowledge and Oracle Product bug fixes (*) Access to Oracle Engineers to perform mapping business requirements to p roduct functionality Access to new functionality included in Oracle Patches and Upgrades (*) Access to Oracle Support Engineers to de-code customized code and undert ake script development
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Mobile My Oracle Support (Answer all questions in this section) 55. The two main functions you can accomplish in My Oracle S upport Mobile are to view and update Service Requests and search the knowledge b ase Mark for Review (1) Points True (*) False
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56. You receive a Tweet from Oracle while you are ng. There is some interesting information about one of your products. ickly log into Mobile My Oracle Support and search the knowledge base e details to share with your colleagues during the meeting. Mark
in a meeti You can qu to get mor for Review
(1) Points True (*) False
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57. You are a CUA for your company. You are currently in a t hree-day organizational meeting and are concerned about getting behind on new us er requests for access to My Oracle Support. Unfortunately, you will not be able to approve any requests through the mobile application as it only allows you to search the knowledge base. Mark for Review (1) Points True False (*)
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58. The Mobile My Oracle Support application is only availab le to Users with the Customer User Administrator (CUA) role Mark for Review (1) Points True False (*)
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59. What is the best description of Mobile My Oracle Support ? Mark for Review (1) Points A new type of My Oracle Support Community intended for users who want to review threads with their mobile device A version of My Oracle Support that you can download to run on your desk top 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
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60. I am able to create a new Service Request using the Mobi le My Oracle Support interface Mark for Review (1) Points True False (*)
Correct
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