Sun ZFS Storage Appliance Help Desk Support Consultant – Online Assessment

Creating Customer Value (Answer all questions in this section) 1. List all benefits of using My Oracle Support .

(Choose all correct answers) ll) lt is Oracle's next generation support platform . (") ll) lt is an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support . (")

0 0

A nswers 1,2 & 3 only

Provides you access to the My Oracle Support Community, where you can participate in discussions, and exchange knowledge with an extensive network of peers and Oracle experts. (") ll) lt is the single point -of-entry for all interactions with Oracle Support (")

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Corrrect

2. This region contains the capability to drill down and see the details for any of the systems in y our collected configurations. You can compare point in time history of your systems as well, allowing you to identify any changes that have occurred over time.

@ Systems region (") News region Getting started region Draft Service Request region Service Request region

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Corrrect

3. This region from the dashboard provides an overall view of system health across the enterprise, configuration, or specific targets based on how you have set up your dashboard . This region is only available to those customers who are taking advantage of the Configuration Manager. System Health Region (") Getting started region @ Service Request region News Region Draft Service Request region

0

Incorrect, refer to the Creating Customer Value training for more information

4. This online assessment tool is designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance- with the goal to help customers get max imum value from their Oracle investments

@ Customer Success Self-Assessment (") Customer Services Catalog Sustaining Support Transfer of Information (TOI) Newsletters

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Corrrect

Page 1 of 10

5. Patches and Updates tab· This functionality has been complet ely redesigned with the migration from Metalink and Metalink 3 to My Oracle Support . This tab now provides the user with a dashboard centric, Patch Home Page allowing the user to: (Choose all correct answers) 0 Provides Patch Recommendations making it easier to obtain and deploy fixes for known critical issues (' ) 0 1dentifying collections of patches which a customer might want to consider applying as a group. (' ) 0 Ability to view and download patches from the Patch Recommendations and Search capability Viewing Patch and Update Information in the My Oracle Support interface (' ) 0 Search for patches by Patch Number, Product, Product Family and Saved Searches through the Simple Search option (' ) 0 You will be presented with information about how many customers have downloaded that particular patch. (' )

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Corrrect

( Summary)

Creating Customer Value (Answer all questions in this section) 6. This is Oracle's simple, predictable, and the most comprehensive policy available, it helps drive your business by putting you in control of your upgrade strategy success.

Lifetime Support Policy (' ) Premier Support Extended support @ Sustaining Support None of the above

f3


7. The Inventory and Usage region is available even for those who are not using the Configuration Manager.

True @ False (' )

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Corrrect

8. From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how to mitigate that risk . Getting started region System Health Region (' ) Draft Service Request region @ Service Request region News Region

f3


9. The My Oracle Support framework was created using FLEX Technology from Adobe. Using the Flash viewer allowed the flexibility to design a system that is very user friendly.

@ True (' ) False

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Correct

10. This training resource is built for practical real·world situations, allowing you to gain valuable hands·on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment.

@ Oracle By Ex ample (OBE) (') Sustaining Support Transfer of Information (TOI) Customer SeiVices Catalog Newsletters

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Corrrect

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Creating Customer Value (Answer all questions in this section)

11. Identify the support model described : Support model that provides information about the latest issues and patches, then you as a customer review what solutions may or may not apply in your environment. @ Traditional support model Pro-active support model (' ) Predictive support model None of the above A ll of the above

f3


Oracle's Lifetime Support Policy (Answer all questions in this section) 12. Lifetime Support supports you at Every Stage of the Applications Life Cy cle

@ True (' ) False

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13. Lifetime Support is only A pplicable to which of the following Oracle Products?

JDEdwards PeopleSoft Oracle E-Business Siebel @ A ll of the above (' )

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14. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support .

True @ False (' )

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Corrrect

MVSP Overview (Answer all questions in this section) 15. MVSP can be a replacement for support

@ True False (' )

0 ( Previous )

Page 3 of 10

Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

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( Summary)

MVSP Overview (Answer all questions in this section)

16. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true? Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN. Useful MVSP enrollment information can be found on the OPN portal under Support > Learn A bout Support Offerings and Benefits. @ A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. (' ) The MVSP 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 the MVSP proactively if they provide support services to mutual customers .

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Correct

17. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Provides a consistent, collaborative support process by which to engage with Oracle Support . @ Provides a consistent support process for all of a Partne( s support needs, regardless of a Mutual Custome( s involvement. (') Reduces training commitment by not having to pursue in-depth training on Oracle products you do not support . Enables practices that align with many industry support certifications. Reduces costs by not having to create and maintain traditional cooperative support agreements.

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Correct

18. Which of the following statements reflect the value proposition to our Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)? (Choose all correct answers)

0 0

Increases the time to implementation for multi-vendor solutions. Increases the risk and costs associated with owning multi-vendor solutions.

0 1mproves response by having all parties involved in the collaboration. (')

0 0

Strives to prevent the frustration of "finger-pointing" between vendors and improves overall satisfaction . (' ) Provides enhanced support value for multi-vendor implementations. (')

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Correct

'-1

vv .. .......

19. There are no call rest rict ions with other members at the TSANet Classic level

@ True False(")

a

Incorrect. Refer to the

Mu~i·Vendor Support Program Overview training for more information.

Oracle Support Basics (Answer all questions in this section) 20. To request Severity 1 Support what should y ou have in place?

Oracle Consu~ant onsite SR Escalation @ 24x7 availability to work with Support (•) Ability to provide remote access via OCS

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Correct

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Oracle Support Basics (Answer all questions in t his section) 21. True or False? A n SR should be escalated when the severity assigned does not reflect the true business impact

@ True False (' )

0

Incorrect, refer to the Oracle Support Basics training for more information

22. When should a SR severity be changed?

W hen escalating a SR As soon as the SR is opened @ When the impact on the business changes (' ) Never

t!:i

Correct

23. If you wish to escalate further up the Oracle Management chain what must you have in place?

Authorisation from your Oracle Account Manager An additional business case OCS session arranged @ Escalation contacts further up your internal organisation (' )

t!:i

Correct

24. Which 3 of the following does My Oracle Support allow you access to?

(Choose all correct answers)

0 0 0 0

Oracle Education Schedules Patches (' ) Oracle User Community (' ) Bug information (' )

t!:i

Correct

25. W hat can you expect following an escalation request?

@ Oracle Support manager telephones you to discuss your problem and agree to an action plan (") Support Engineer passes SR to another engineer Oracle Consultant onsite within 24 hours 24x7 working until problem resolved

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Oracle Support Basics (Answer all questions in this section) 26. Which severity should a SR be raised at if there if a minor impact on the business?

Severity 1 @ Severity 3 (') Severity 2 Severity 4

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Correct

27. When a problem in an SR is putting a project milestone at risk when would be the most effective time to escalate?

@ A s soon as the SR is raised 24 hours before the milestone 2 days before the milestone 7-14 days before the milestone (')

f3


28. Before raising an SR which of the following would you not need to do?

Set up an Oracle Collaborative Support session (') Run diagnostic tools @ Check My Oracle Support for any resolutions to similar issues Ensure you understand the business impact

G


My Oracle Support (Answer all questions in this section) 29. You can search for particular Document ID using PowerView

@ True False (')

f3

Incorrect. Refer to the Quick Search in My Oracle Support training for more information

30. The Service Request Home Page contains Service Requests, Draft Service Requests and Bug Summary

True (') @ False

f3 ( Previous )

Incorrect. Refer to the Service Request Management training for more information

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My Oracle Support (Answer all questions in this section) 31. How many filters can you add using PowerView

@ A s many as you need (' )

5 None

10 ~

Corrrect

32. When creating a new Service Request, y ou can autofill your request using


0 0 0 0 0

Project Information Service Request Profile (' ) System Configuration (' ) Default SR Profile Ex isting Service Request (' )

G

Incorrect. Refer to the Service Request Management training for more information

My Oracle Support Community (Answer all questions in this section) 33. The Main Community Home page or tab is comprised of a number of regions including My Communities, Rank, Tags, Top Participants, Community Spotlight, recent content, getting started, news and announcements, and events @ True (' ) False

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Correct

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Loorrecr

34. This tab in My Oracle Support community is a way for you to organize and easily find community content.

@ Tags tab (') People finder tab Profile tab Private Messages tab Discussions and Documents tab

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Correct

35. The Main Community Home Page contains links to new member orientation resources, recorded trainings, FA Qs, and a variety of other helpful resources for those of you just starting out in the communities. @ True (') False

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My Oracle Support Community (A nswer all questions in this section) 36. This is the region where the message from an Oracle Ex ecutive is often highlighted .

@ The The The The The

0

News and A nnounements region Tags region Spotlight region (' ) Recent content region Getting started region Incorrect. Refer to the My Oracle Support Community training for more information .

37. This tab in My Oracle Support community shows recently created communities content.

People finder tab Discussions and Documents tab (' ) Tags tab Private Messages tab @ Profile tab

0

Incorrect. Refer to the My Oracle Support Community training for more information .

38. In the Rewards and Recognition Program of the My Oracle Support Community, the User Reputation Model calculates points based on member participation, document contribution, as well as customer and partner feedback . @ True (' ) False

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Correct

Oracle Collaborative Support Program (A nswer all questions in this section) 39. Which of the following are the benefits of using Oracle Collaborative Support ?

(Choose all correct answers) 0 Faster resolution of issues (' )

0

Provide training on how to use a Product

0 1mprove Customer Satisfaction (' )

0 0

Provide customer with license discounts A ll of the above

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Correct

40. Oracle Web Conferencing allows you to do the following

Save a screen snapshot Share an application Share Document Draw on the whiteboard All of the above (j

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Correct

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Oracle Collaborative Support Program (A nswer all questions in this section) 41 . When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email.

@ True (') False

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Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 42. You can expect the following after requesting for a SeiVice Request escalation

You will receive a call from Oracle Support Manager The manager will go over your issue with you, making sure there is mutual understanding . The manager provides you with an action plan The manager ensures that the appropriate resources are assigned and all actions are completed . @ A ll of the above (')

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Correct

43. A Customer should ensure the following before requesting for a SeiVice Request Escalation

Review the SeiVice Request for correctness of problem statement Update SR with business impact Update SR with milestone date @ A ssess the appropriateness of severity level A ll of the above (')

G

Incorrect. Refer to the How to Escalate a SeiVice Request within Oracle Support training for more information.

Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 44. To define the difference between mediocre companies, poor performers and Market Leaders


0 0 0 0 0

Know when to say no professionally to customer requests and providing alternate solutions (' ) Understand the concept that business cannot exist without satisfied customers who help sustain revenues (') Set reasonable and measureable expectations with their customers (') Create world-class customer contact (') Understand the difference between customer's needs and wants (')

f3

Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information .

45. Understand the difference between what your customers want and what your customers need helps provide positive customer experience . Providing targeted information and advice they can use them to focus more on what they need than on what they think they want. @ True (') False

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Customer Service Soft-skills Training Best Practices (A nswer all questions in this section) 46 . Not having answers or know how to obtain information in a timely manner contribute to customer frustration.

@ True (') False

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Correct

47. W hat the customers want? Customers want and expect the following from Oracle and it's partners. Select all that applies.


0 0 0 0 0

Be the Center of Attention when they have Needs - they want to feel they have priority and attention when issues arise. (') expect us to be proactive and to anticipate their wants and needs (') staff needs to be proficient in all available communication options and know when to appropriately use each (') Effectively read customer's preferred communication style (') None of the above

G

Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information.

48 . Which of the following statements are true and will make happy customers more happier. (Select all that applies).


0 0 0 0 0

Most customers gladly will accept any documentation or materials you believe may help them utilize their software more efficiently. (') Provide your customers with new product or service information before it is widely disseminated. (') Keep track of the things you have done in the past to make them happy; do more of the same (') Strive toward making your relationships with your customers true partnerships rather than that of just a vendor-customer (') Understand your customers' plans for future utilization, expansion and make the appropriate recommendations for upgrading to newer or different software or releases. (')

G

Incorrect . Refer to the Customer Service Soft-skills Training Best Practices training for more information.

49. Superior Ownership Experience is all about relationships, trust, commitment, communication, doing the right thing

@ True (') False

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Correct

50. Effective Communication skills are NOT essential in developing satisfied customers .

True @ False (' )

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Page 10 of 10 ( Summary)

1. This stage of Life time Support provides technical support, including access to our online support tools, knowledge bases, and technical support experts. It is available for as long as you license your Oracle products.

Mark for Review (1) Points

Lifetime Support Policy Premier Support Extended support Sustaining Support (*) None of the above Corrrect 2. This region allows for quick and easy monitoring of all your open issues right at the dashboard.


Knowledge region Service Requests region (*) News region Draft Service Request region Getting started region Corrrect 3. It is a support capability that automates the exchange of configuration information between Oracle Support and our customers, enabling proactive detection of issues our customers may encounter, and allowing for faster resolution times in instances where you do run into an issue. Support Diagnostics tool Remote Diagnostcs Agent


Configuration Manager (*) Change assistant Upgrade wizard Corrrect 4. This resource brings you news, technical content, and technical updates from the various Oracle Support teams. They are created for the purpose of enhancing your service experience with Oracle Support by proactively providing you with valuable information.


Customer Services Catalog Sustaining Support Transfer of Information (TOI) Newsletters (*) Lifetime Support Policy Corrrect 5. This training resource is built for practical real-world situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment.


Oracle By Example (OBE) (*) Sustaining Support Customer Services Catalog Newsletters Transfer of Information (TOI) Incorrect, refer to the Creating Customer Value training for more information 6. This is another resource containing recorded discussions during which development outlines functionality included within new product releases.


Sustaining Support Customer Services Catalog Transfer of Information (TOI) (*) Lifetime Support Policy Newsletters Incorrect, refer to the Creating Customer Value training for more information 7. This online assessment tool is designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance – with the goal to help customers get maximum value from their Oracle investments


Customer Success Self-Assessment (*) Newsletters Customer Services Catalog Transfer of Information (TOI) Sustaining Support Corrrect 8. Identify the support model described: This support model centered around reactively working customer issues. You work with support on the issue, identify a solution, and then move to implement that solution.


Traditional support model (*) Pro-active support model Predictive support model None of the above All of the above Correct 9. To customize the Regions on the Main Dashboard you can drag-anddrop those you want included and rearrange them according to how you want them to show up.


True (*) False Correct 10. This a a resource available in oracle.com that provides full list of services, which presents to customers the complete portfolio of Oracle Customer Services making it easier to find the right services based on their solution lifecycle needs. Lifetime Support Policy Newsletters Sustaining Support Customer Services Catalog (*) Transfer of Information (TOI) Corrrect 11.Identify the support model described: This support model support software



defects are identified and customers are automatically notified of the potential problem and it’s impact. Traditional support model Pro-active support model Predictive support model (*) None of the above All of the above Correct

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. Extended Support has a what % uplift over the current Premier support fee for the first year of the Extended Support period.


15% 5% 20% 10% (*) 2% Incorrect. Refer to the Lifetime Support training for more information. 13. Certifications with most New Third Party Products/Versions are covered under which level(s) of support?


Premier Support (*) Extended Support Sustaining Support Premier & Extended Support None of the Above Corrrect 14. Premier Support Extends for how many years after a product's release?


10 years 8 Years 5 years (*) No limit 1 Year Corrrect

MVSP Overview (Answer all questions in this section) 15. which year was TSANet established?


1990 1991 1993 (*) 1994 1992 Correct 16. There are no call restrictions with other members at the TSANet Mission Critical level


True (*) False Correct 17. To support mutual customer, MVSP vendor must use customer's CSI to log SR to Oracle to ensure that the customer is a current Oracle support customer


True False (*) Correct 18. A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with BOTH Oracle and a participating Partner.


True (*) False Correct 19. As an active OPN member, you are automatical become OPNMVSP benefit.


True False (*) Correct

Oracle Support Basics (Answer all questions in this section) 20. Which is a valid name of a diagnostic tool for Oracle Server?


SR (Service Request) RDA (Remote Diagnostic Agent) (*) Configuration Manager OWC (Oracle Webconference) Correct 21.Which severity should a SR be raised at if there if a minor impact on the business?


Severity1 Severity3 (*) Severity 4 Severity 2 Correct 22. When should a SR severity be changed?


Never When the impact on the business changes (*) When escalating a SR As soon as the SR is opened Correct 23. Which of the following is not a benefit of the Oracle Diagnostic Tools?

Application customers can run proactive tests


Customer can log an SR and leave all action with Oracle until resolved (*) Reduces SR ping-pong Captures customer configuration information Correct 24. True or False? The first level of escalation will bring Support Management attention to your SR


True (*) False Correct

My Oracle Support (Answer all questions in this section) 25. Oracle recommends that customers install CPU Patches immediately


True (*) False Corrrect 26. How many filters can you add using PowerView


None 1 5 10 As many as you need (*) Corrrect 27. Lifecycle PowerView Filter requires Configuration


True (*) False Corrrect 28. In what ways can you customize your dashboard

Minimize and maximize regions Drag and drop regions


Sort attributes ascending or descending None of the above All of the above (*) Incorrect. Refer to the My Oracle Support training for more information.

My Oracle Support Community (Answer all questions in this section) 29. Your Personal Information region in User Profile in My Oracle Support Community contains


(Choose all correct answers) Name (*) Email (*) Phone (*) Race None of the Above Correct 30. This tab in My Oracle Support Community is a way for you to organize and easily find community content. Tags tab (*) People finder tab Private Messages tab Profile tab Discussions and Documents tab Incorrect. Refer to the My Oracle Support Community training for more information. Page 3 of 6

21.Which severity should a SR be raised at if there if a minor impact on the business?



Severity1 Severity3 (*) Severity 4 Severity 2 Correct 22. When should a SR severity be changed?


Never When the impact on the business changes (*) When escalating a SR As soon as the SR is opened Correct 23. Which of the following is not a benefit of the Oracle Diagnostic Tools?


Application customers can run proactive tests Customer can log an SR and leave all action with Oracle until resolved (*) Reduces SR ping-pong Captures customer configuration information Correct 24. True or False? The first level of escalation will bring Support Management attention to your SR



My Oracle Support (Answer all questions in this section) 25. Oracle recommends that customers install CPU Patches immediately


True (*) False Corrrect 26. How many filters can you add using PowerView


None 1 5 10 As many as you need (*) Corrrect 27. Lifecycle PowerView Filter requires Configuration


True (*) False Corrrect 28. In what ways can you customize your dashboard


Minimize and maximize regions Drag and drop regions Sort attributes ascending or descending None of the above All of the above (*) Incorrect. Refer to the My Oracle Support training for more information.

My Oracle Support Community (Answer all questions in this section) 29. Your Personal Information region in User Profile in My Oracle Support Community contains


(Choose all correct answers) Name (*) Email (*) Phone (*) Race None of the Above Correct 30. This tab in My Oracle Support Community is a way for you to organize and easily find community content. Tags tab (*)


People finder tab Private Messages tab Profile tab Discussions and Documents tab Incorrect. Refer to the My Oracle Support Community training for more information. Page 3 of 6

31.My Oracle Support Community is set-up using Categories, Communities, Discussions, and Threads.


True (*) False Correct 32. My Oracle Support Community members have the ability to report any abuse that may be occurring within a discussion or document


True (*) False Correct 33. By default everyone’s Tags in My Oracle Support Community will be displayed in the left hand column of the Tag Cloud Region


True (*) False Correct 34. In My Oracle Support Community, once you subscribe, all community content, including discussions, documents, community lists, and top participants will be filtered by your subscription True (*) False Correct

Oracle Collaborative Support Program


(Answer all questions in this section) 35. Voice streaming enables the host to broadcast his voice to attendees, and the attendees can listen to the host either through their telephone or through their PC speakers.


True (*) False Correct 36. If you encounter issues in installing Oracle Web Conference Console , you should


Try using a different browser Troubleshoot using New User Test (*) Contact Oracle Support Hotline Contact your Network administrator None of the above Correct 37. In the OWC Toolbar , click on the following to enable Desktop Sharing


Attendee drop down list Share 'Nothing' Conference Details button Share ‘Entire Desktop’ (*) Chat icon Correct

Oracle Configuration Manager (Answer all questions in this section) 38. How are RDA generated configurations created?

They are created when you install OCM. They are automatically generated when you run RDA. They are automatically created when you log an SR with an RDA output attached. (*) Oracle Support Engineers create them when they connect using OWC. Your My Oracle Support administrator creates them when they install OCM Corrrect


39. What are the different types of configurations?


(Choose all correct answers) Manually entered Automatically generated by RDA (*) Auto collected (*) Configs associated with projects All of these Incorrect. Refer to the Software Config Manager training for more information. 40. How often does OCM collect the auto-config data?


Every time you log an SR against that configuration. As often as you want - you can set it up as a batch process. Every 24 hours (*) Once a week You run the OCM manually. Incorrect. Refer to the Software Config Manager training for more information. 41.Name two pro-active features of the Configuration Manager


(Choose all correct answers) System Healthchecks (*) Patch Advice (*) SQL Tuning Configuration Comparison Hang Analysis Correct 42. Which tab in My Oracle Support should you use to access materials regarding the Configuration Manager? Configuration Patches and Updates Collector (*)


Service Requests Knowledge Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Support training for more information. 43. Complete inventory reporting is available ONLY if we are using the Configuration Manager



Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) 44. Once the Configuration information is uploaded the customer then can log Service Requests directly against an uploaded configuration right from the My Oracle Support Interface



Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section) 45. What is the minimum RDA version required to have RAC multi-node support


3.1 3.6 5.3 4.2 (*) 4.7 Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 46. Name the types of Service Requests where RDA is essential

(Choose all correct answers) ORA-00600 internal errors (*) Instalaltion and configuration (*)


Performance related issues (*) Upgrade media requests Answers to "How To" questions Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 47. Only Unix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RAC environment


True (*) False Correct 48. New releases of the Remote Diagnostic Agent is made available on a continuous basis. Which section of the My Oracle Support portal will provide the alert for this availability?


News and Notes (*) Certification Healthcheck region Collector Download Knowledge Articles Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 49. You should consider escalating an SR when


(Choose all correct answers) you encounter a critical roadblock (*) you are dissatisfied with the resolution or response to a Service Request (*) the SR was raised with the wrong severity Project deadline is within 10 days (*) All of the above Correct 50. If you wish to escalate further up the Oracle Management chain what must you have in place? Authorisation from your Oracle Account Manager Escalation contacts further up your internal organisation (*)


OCS session arranged An additional business case Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information. 41.Name two pro-active features of the Configuration Manager


(Choose all correct answers) System Healthchecks (*) Patch Advice (*) SQL Tuning Configuration Comparison Hang Analysis Correct 42. Which tab in My Oracle Support should you use to access materials regarding the Configuration Manager?


Configuration Patches and Updates Collector (*) Service Requests Knowledge Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Support training for more information. 43. Complete inventory reporting is available ONLY if we are using the Configuration Manager



Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) 44. Once the Configuration information is uploaded the customer then can log Service Requests directly against an uploaded configuration right from the My Oracle Support Interface



Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section) 45. What is the minimum RDA version required to have RAC multi-node support


3.1 3.6 5.3 4.2 (*) 4.7 Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 46. Name the types of Service Requests where RDA is essential


(Choose all correct answers) ORA-00600 internal errors (*) Instalaltion and configuration (*) Performance related issues (*) Upgrade media requests Answers to "How To" questions Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 47. Only Unix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RAC environment


True (*) False Correct 48. New releases of the Remote Diagnostic Agent is made available on a continuous basis. Which section of the My Oracle Support portal will provide the alert for this availability? News and Notes (*) Certification


Healthcheck region Collector Download Knowledge Articles Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 49. You should consider escalating an SR when


(Choose all correct answers) you encounter a critical roadblock (*) you are dissatisfied with the resolution or response to a Service Request (*) the SR was raised with the wrong severity Project deadline is within 10 days (*) All of the above Correct 50. If you wish to escalate further up the Oracle Management chain what must you have in place? Authorisation from your Oracle Account Manager Escalation contacts further up your internal organisation (*) OCS session arranged An additional business case Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information. 5. This training resource is built for practical realworld situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment.



Sustaining Support Newsletters Transfer of Information (TOI) Oracle By Example (OBE) (*) Customer Services Catalog Incorrect, refer to the Creating Customer Value training for more information 7. Patches and Updates tabThis functionality has been completely redesigned with the migration from Metalink and Metalink 3 to My Oracle Support. This tab now provides the user with a dashboard centric, Patch Home Page allowing the user to:


(Choose all correct answers) Ability to view and download patches from the Patch Recommendations and Search capability Viewing Patch and Update Information in the My Oracle Support interface (*) Identifying collections of patches which a customer might want to consider applying as a group. (*) Search for patches by Patch Number, Product, Product Family and Saved Searches through the Simple Search option (*) Provides Patch Recommendations making it easier to obtain and deploy fixes for known critical issues (*) You will be presented with information about how many customers have downloaded that particular patch. (*) Incorrect, refer to the Creating Customer Value training for more information 21. Which of the following does not apply to Oracle Collaborative Support?


Used by Support Engineers to demonstrate functionality (*) Used by Support Engineers for problem verification Used by Support Engineers for real time viewing of error messages and log and trace files Accessed via My Oracle Support Incorrect, refer to the Oracle Support Basics training for more information 28. This tab in the My Oracle Support community is where your contact information including an alias can be defined and updated.


Profile tab (*) Discussions tab Tags tab People finder tab Private Messages tab Incorrect. Refer to the My Oracle Support Community training for more information 31. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email.


True (*) False Correct 38.Looking at historical configuration data, some dates may be greyed out. Why?


Older records are not preserved No collection was made on such dates (*) Weekends or public holidays Only random dates are made available All of the above Correct 39.I am able to view the system health of each system individually and not the entire enterprise at once


True False (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Support training for more information. 40. While reviewing details of a configuration, I am able to create a service request without having to go to the Service Request tab in My Oracle Support


True (*) False Correct 50.High Customer Satisfaction means:

Mark for Review (1) Points (Choose all correct answers) Reducing the number of service requests (*) Reducing the time to resolve issues (*) Lowering the number of escalation (*) 1 & 2 only None of the above Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information.

1. Which of the following products compete directly with the Sun Storage 6780 A rray? Mark for Review (1) Points EMC CX4-480 and EMC CX4-960 HDS AMS2300 and HDS AMS2500 HP EVA 8100 All of the above (*) Correct 2. Drives from FLA300 and FLC200 trays are not compatible with CSM 200 and dr ives for the CSM 200 are not compatible with older trays because______________. Mark for Review (1) Points The drives in the FLA300 and the FLC200 are on what is called a and they will not physically fit in the CMS 200 tray.

Carrier Blade

The drives in the FLA300 and the FLC200 do fit and can be interchanged becau se of DACstore technology. The drives do fit, you just can t mix 2 Gb/sec drives and 4 Gb/sec drives in t he same tray. The drives in the FLA300 and the FLC200 are in larger canisters and will not physically fit in the CSM 200 tray. (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 3. Which of the following competitors of Sun Storage does not use Storage Per formance Council for independent performance testing for their arrays? Mark for Review (1) Points HP IBM HDS EMC (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 4. Which of the following products are not supported by CAM 6.0? Mark for Re view (1) Points

(Choose all correct answers) CAM supports all storage arrays currently sold by Sun The FLX240, FLX280 and FLX380 storage arrays (*) The 9900 Series arrays (*) The 6780, 6140, 6580, 2530, and 2540 arrays Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 5. All controller trays optical SFP and I/O modules' copper interconnect conn ections are designed with_________. Mark for Review (1) Points Dual-Link Capacity technology Ultra-Scale technology DACstore technology Port bypass technology (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 6. The CSM 200 drive tray holds a maximum of ______ drives. Mark for Review (1) Points 16 (*) 12 112 14 Correct 7. Why does 6780 have four Ethernet Ports? Mark for Review (1) Points Two ports for remote management over the network, one for each controller. T wo ports for connecting to NAS storage devices. Two ports for remote management over the network, one for each controller. T wo ports for authorized service personnel troubleshooting and diagnostics, one f or each controller. (*) This is incorrect. There are only three Ethernet ports. Two ports for authorized service personnel troubleshooting and diagnostics, one for each controller. Two ports for use in future upgrades.

Correct 8. The new Sun Storage 6780 has________________ that allows businesses to imp rove productivity and drive topline growth by supporting more transactions in th e same data center footprint and grow the storage and bandwidth capacity without sacrifice across IOPs. Mark for Review (1) Points CAM with pre-configured support and certification Both of these Multidimensional scalability (*) None of these Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 9. The 6580 has a maximum of _____ Gb data cache. Mark for Review (1) Points 32 16 4 8 (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 10. Which of the following statements defines a storage pool? Mark for Revie w (1) Points A collection of volumes that share a profile defining the common configurati on of the volumes. A set of attributes that can be applied to a pool to allocate storage, inste ad of having to set each attribute individually. (*) A set of drives that the controller logically groups together to provide one or more volumes to an application host. A logical structure on a storage system and is created by slicing a virtual disk into a stripe set with a defined capacity. Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information.

11. SATA drives can be mixed with either 2 Gb/sec or 4 Gb/sec FC drives in the same tray. Mark for Review (1) Points True (*) False Correct 12. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________ ____. Mark for Review (1) Points The drives will not be seen by the tray and will just be ignored. (*) All of the drives will run at the slower speed - 2 Gb/sec. The 2 Gb/sec drives will run at 4 Gb/sec. The drives will run at 2 Gb/sec. Correct 13. The back-end design of 6780 has___________________. Select all that apply . Mark for Review (1) Points (Choose all correct answers) 2 Ethernet Ports A maximum of 4 drives per dual-loop Short, quick drive loops that reduce latency and create more responsive appl ications (*) 16 switched drive ports (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 14. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4 Gb/sec speeds like the FC drives? Mark for Review (1) Points They are actually 4 Gb/sec drives. A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin k capability. A SATA Interface Card (SIC)which provides these drives with a dual-link capa bility. (*)

They can only perform at 3 Gb/sec speeds. Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 15. ______________competes directly with EMC CX4-480 in capacity and EMC CX4960 in performance. Mark for Review (1) Points 6780 (*) 6580 6140 2540 Correct 16. SANtricity is still available________________. Mark for Review (1) Points as a purchasable option to existing SANtricity customers only, requiring Bus iness Unit approval prior to ship. (*) is no longer available. as a free software package to all customers. as a purchasable option only. Correct 17. Integrated data services usage requires a purchased license key. Mark fo r Review (1) Points True (*) False Correct 18. The 6580 array supports 16 drive trays while 6780 supports___ drive trays . Mark for Review (1) Points 28 (*) 19

14 16 Correct 19. Which of the following is one of the major features of the DACstore? Mar k for Review (1) Points DACstore exists on every drive and can be read by all LSI controllers. (*) DACstore is no longer available except to existing SANtricity customers. Customers recognize huge ROI as DACstore information can be read by any cont roller in any other vendor s controller tray. DACstore allows end users to pull drives from a 6140/6540 and place them in an EMC CX30 Series array. Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 20. 6580 and 6780 offer the same number of 4 GB/s FC host ports. Mark for Re view (1) Points True False (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information.

21. Oracle will not be supporting the Linux OS? Mark for Review (1) Points True False (*) Corrrect 22. By what percentage can Configuration Support Manager increase Service Req uest Resolution time ? Mark for Review (1) Points 20% 50%

10% 80% 40% (*) Corrrect 23. Extended Support continues for how many years after Premier Support? Mar k for Review (1) Points 6 months 3 Years (*) 8 Years 15 Years 1 Years Corrrect 24. Configuration Support Manager can prepopulate a Service Request with conf iguration data? Mark for Review (1) Points True (*) False Corrrect 25. Maintenance Wizard is a support tool for Siebel based products? Mark for Review (1) Points True False (*) Incorrect. Refer to the Value of Support training for more information. 26. Superior Ownership Experience is Oracle's commitment to maximize the value of customer's enterprise software by which of the following? Mark for Review (1) Points Reduce Total Cost of Ownership Maximize Return

Minimize Risk Build Relationships for Partner & Customer Success All of the Above (*) Incorrect. Refer to the Value of Support training for more information. 27. Which of the following are examples of Proactive Preventative Support off erings? Mark for Review (1) Points (Choose all correct answers) HealthChecks (*) DBA RDA Configuration Support Manager (*) Maintenance Wizard (*) Incorrect. Refer to the Value of Support training for more information. 28. The Global Support Infrastructure is made up of which of the following? Mark for Review (1) Points (Choose all correct answers) 20,000 Software Developers 24X7 Mission Critical Support (*) 7000+ Support Professionals (*) 50 Local Languages 12X5 Mission Critical Support Corrrect 29. ACS Solution Support Center provides which of the following service offer ings? Mark for Review (1) Points (Choose all correct answers) Service Delivery Manager High Speed Access

In-House Support Representation 24x7 Systems Monitoring (*) Preventative Maintenance (*) Corrrect 30. Technical Account Management and Expert Services came from the PeopleSoft Acquisition Mark for Review (1) Points True False (*) Incorrect. Refer to the Value of Support training for more information. 31. Which of the following are modules of Oracle Premier Support? Mark for Rev iew (1) Points (Choose all correct answers) Proactive Automated Support (*) Global Support Outerstructure Lifetime Support (*) Product Enhancement and Updates (*) Ecosystem Support (*) Incorrect. Refer to the Lifetime Support training for more information. 32. Lifetime Support Supports you at Every Stage of the Applications Life Cyc le Mark for Review (1) Points True (*) False Corrrect 33. Certifications of New Oracle Products are covered under which level(s) of support? Mark for Review (1) Points Premier Support

Extended Support Lifetime Support Premier & Extended Support (*) None of the Above Corrrect 34. Oracle has how many User Groups? Mark for Review (1) Points 400+ (*) 100+ 1,200+ 50+ 1,000+ Corrrect 35. Premier Support Extends for how many years after a product's release? Ma rk for Review (1) Points No limit 8 Years 1 Year 10 years 5 years (*) Corrrect 36. In Applications Unlimited, Customer Driven Product Roadmaps represent more of what to our customers? Mark for Review (1) Points More Choice More Value More Visibility (*) More Time All of the above

Incorrect. Refer to the Lifetime Support training for more information. 37. Certifications with New Third Party Products/Versions are covered under w hich level(s) of support? Mark for Review (1) Points Premier Support (*) Extended Support Lifetime Support Premier & Extended Support None of the Above Incorrect. Refer to the Lifetime Support training for more information. 38. Year 6 has a what % uplift over the current Premier support fee. Mark fo r Review (1) Points 2% 10% (*) 5% 20% 15% Incorrect. Refer to the Lifetime Support training for more information. 39. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. Mark for Review (1) Points True False (*) Incorrect. Refer to the Lifetime Support training for more information.

Multi-Vendor Support Program (MVSP) (Answer all questions in this section) 40. Which of the following statements are Partner requirements for participat ion in the Multi-Vendor Support Program (MVSP)? Mark for Review

(1) Points (Choose all correct answers) Partner must apply and received confirmation of acceptance for use of the MV SP benefit. (*) Partner must be accepted into all Product Focus Areas in order to participat e in the MVSP. Partner must be a current OPN member in good standing. (*) Partner must be trained on all Oracle products they wish to engage with Orac le Support through the MVSP. Partner must have a published profile in OPN Solutions Catalog. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 41. Which of the following statements regarding our value proposition to our Pa rtners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review (1) Points Reduces training commitment by not having to pursue in-depth training on Ora cle products you do not support. Reduces costs by not having to create and maintain traditional cooperative s upport agreements. Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*) Enables practices that align with many industry support certifications. Provides a consistent, collaborative support process by which to engage with Oracle Support. Correct 42. Which of the following statements are Partner requirements for collaborat ion in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) As part of the MVSP, Partners have the option of collaborating with Oracle S upport on a Mutual Customer support issue. Partner must provide the Mutual Customer s support identification number when collaborating with Oracle Support. (*) Partner must establish their own severity levels and response timeframes for Mutual Customer support issues.

Partner must provide and maintain standard contact and escalation informatio n for the MVSP. (*) Partner must direct Mutual Customers to contact Oracle Support directly on O racle-related issues. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 43. A "Mutual Customer" under the Multi-Vendor Support Program must have an a ctive support contract with BOTH Oracle and a participating Partner. Mark for R eview (1) Points True (*) False Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 44. Which of the following statements regarding enrollment in the Multi-Vendo r Support Program (MVSP) is NOT true? Mark for Review (1) Points A partner should wait to enroll in the MVSP until they encounter a multi-ven dor support issue from a mutual customer. (*) The MVSP is offered as a value-added benefit at no additional costs to Oracl e Partners as part of their OPN membership. Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS P portal page on OPN. Useful MVSP enrollment information can be found on the OPN portal under Supp ort > Learn About Support Offerings and Benefits. A Partner should enroll in the MVSP proactively if they provide support serv ices to mutual customers. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 45. Which of the following statements reflect the value proposition to our Mu tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Increases the risk and costs associated with owning multi-vendor solutions. Strives to prevent the frustration of finger-pointing oves overall satisfaction. (*)

between vendors and impr

Increases the time to implementation for multi-vendor solutions. Improves response by having all parties involved in the collaboration. (*) Provides enhanced support value for multi-vendor implementations. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 1. The CSM 200 drive tray holds a maximum of ______ drives. Mark for Review (1) Points 16 (*) 112 12 14 Correct 2. Which of the following products compete directly with the Sun Storage 6780 Array? Mark for Review (1) Points EMC CX4-480 and EMC CX4-960 HDS AMS2300 and HDS AMS2500 HP EVA 8100 All of the above (*) Correct 3. The 6580 array supports 16 drive trays while 6780 supports___ drive trays. Mark for Review (1) Points 28 (*) 16 14 19 Correct 4. Which of the following competitors of Sun Storage does not use Storage Per

formance Council for independent performance testing for their arrays? Mark for Review (1) Points HP EMC (*) IBM HDS Correct 5. Which of the following products are not supported by CAM 6.0? Mark for Re view (1) Points (Choose all correct answers) The 9900 Series arrays (*) CAM supports all storage arrays currently sold by Sun The 6780, 6140, 6580, 2530, and 2540 arrays The FLX240, FLX280 and FLX380 storage arrays (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 6. Common management and data services across the entire 6000-series product li ne is a must. Mark for Review (1) Points True (*) False Correct 7. The 6580 has a maximum of _____ Gb data cache. Mark for Review (1) Points 4 8 (*) 32 16 Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent

ials training for more information. 8. The four main value propositions for the 6140 arrays are__________________ __. Mark for Review (1) Points Fast availability, non-disruptive time-to-benefit, highly flexible, lower co st Fast time-to-benefit, non-disruptive flexibility, high availability systems, and lower overall costs (*) Highly time-to-benefit, lower flexibility, fast availability systems, and lo wer overall costs Fast time-to-market, semi-disruptive flexibility, highly available systems, and lower TCO Correct 9. SANtricity is still available________________. Mark for Review (1) Points is no longer available. as a purchasable option to existing SANtricity customers only, requiring Bus iness Unit approval prior to ship. (*) as a free software package to all customers. as a purchasable option only. Correct 10. ______________competes directly with EMC CX4-480 in capacity and EMC CX4960 in performance. Mark for Review (1) Points 6140 2540 6780 (*) 6580 Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 11. When using Snapshot, multiple point-in-time images can be made available to restore data to a more recent time_________. Mark for Review (1) Points

By looking at the scoreboard and picking a time right before the failure to restore to. In order to restore lost or damaged files the snapshot copy must be mounted and the files copied from the snapshot copy back to the base volume. (*) Snapshot is not available for the 6140, 6580, or 6780 arrays. Using the rollback feature. Correct 12. The new Sun Storage 6780 has________________ that allows businesses to im prove productivity and drive topline growth by supporting more transactions in t he same data center footprint and grow the storage and bandwidth capacity withou t sacrifice across IOPs. Mark for Review (1) Points None of these Both of these Multidimensional scalability (*) CAM with pre-configured support and certification Correct 13. In CAM the alarms are linked to________. Mark for Review (1) Points The Command Line Interface Service Procedures in the Service Advisor (*) The call home feature through the Ethernet port Remote monitoring and the local Sun Service team Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 14. 2 Gb/sec and 4 Gb/sec FC drives can be mixed in the same tray. Mark for Review (1) Points True False (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information.

15. Which of the following is one of the major features of the DACstore? Mar k for Review (1) Points DACstore exists on every drive and can be read by all LSI controllers. (*) Customers recognize huge ROI as DACstore information can be read by any cont roller in any other vendor s controller tray. DACstore is no longer available except to existing SANtricity customers. DACstore allows end users to pull drives from a 6140/6540 and place them in an EMC CX30 Series array. Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information.

16. 6580 and 6780 offer the same number of 4 GB/s FC host ports. Mark for Revi ew (1) Points True False (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 17. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4 Gb/sec speeds like the FC drives? Mark for Review (1) Points A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin k capability. They are actually 4 Gb/sec drives. They can only perform at 3 Gb/sec speeds. A SATA Interface Card (SIC)which provides these drives with a dual-link capa bility. (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 18. Which of the following features is one of the dynamic reconfiguration fea tures offered by 6580 and 6780? Mark for Review (1) Points Volume Expansion RAID Migration

Controller Firmware Upgrades All of the above (*) Correct 19. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________ ____. Mark for Review (1) Points All of the drives will run at the slower speed - 2 Gb/sec. The 2 Gb/sec drives will run at 4 Gb/sec. The drives will run at 2 Gb/sec. The drives will not be seen by the tray and will just be ignored. (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 20. All controller trays optical SFP and I/O modules' copper interconnect con nections are designed with_________. Mark for Review (1) Points Port bypass technology (*) Dual-Link Capacity technology DACstore technology Ultra-Scale technology Correct 21. Configuration Support Manager can prepopulate a Service Request with config uration data? Mark for Review (1) Points True (*) False Corrrect 22. Which 2 of the following are benefits of running HealthChecks? Mark for Review (1) Points (Choose all correct answers)

Reduced Cost (*) Optimized System Performance (*) Increased Risk Active Problem Avoidance None of the Above Incorrect. Refer to the Value of Support training for more information. 23. Ecosystem Support consists of which of the following? Mark for Review (1) Points Knowledge Management Tools Web-based Support Joint Escalation Teams (JET) (*) Grass-Roots Support Specialized Oracle Support Services Corrrect 24. The Global Support Infrastructure is made up of which of the following? Mark for Review (1) Points (Choose all correct answers) 50 Local Languages 12X5 Mission Critical Support 24X7 Mission Critical Support (*) 7000+ Support Professionals (*) 20,000 Software Developers Corrrect 25. Extended Support continues for how many years after Premier Support? Mar k for Review (1) Points 1 Years 3 Years (*) 8 Years

6 months 15 Years Corrrect 26. Technical Account Management and Expert Services came from the PeopleSoft A cquisition Mark for Review (1) Points True False (*) Incorrect. Refer to the Value of Support training for more information. 27. By how much time can Configuration Support Manager reduce time to log a S ervice Request ? Mark for Review (1) Points 10% 75% 30% (*) 5% 50% Corrrect 28. ACS Solution Support Center provides which of the following service offer ings? Mark for Review (1) Points (Choose all correct answers) 24x7 Systems Monitoring (*) High Speed Access In-House Support Representation Preventative Maintenance (*) Service Delivery Manager Incorrect. Refer to the Value of Support training for more information. 29. Superior Ownership Experience is Oracle's commitment to maximize the valu

e of customer's enterprise software by which of the following? Mark for Review (1) Points Reduce Total Cost of Ownership Maximize Return Minimize Risk Build Relationships for Partner & Customer Success All of the Above (*) Corrrect 30. Maintenance Wizard is a support tool for Siebel based products? Mark for Review (1) Points True False (*) Incorrect. Refer to the Value of Support training for more information. 31. In Applications Unlimited, Customer Driven Product Roadmaps represent more of what to our customers? Mark for Review (1) Points More Choice More Value More Visibility (*) More Time All of the above Corrrect 32. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. Mark for Review (1) Points True False (*) Incorrect. Refer to the Lifetime Support training for more information. 33. Which of the following are modules of Oracle Premier Support? Mark for R

eview (1) Points (Choose all correct answers) Proactive Automated Support (*) Global Support Outerstructure Lifetime Support (*) Ecosystem Support (*) Product Enhancement and Updates (*) Incorrect. Refer to the Lifetime Support training for more information. 34. Lifetime Support Supports you at Every Stage of the Applications Life Cyc le Mark for Review (1) Points True (*) False Corrrect 35. Certifications of New Oracle Products are covered under which level(s) of support? Mark for Review (1) Points Premier Support Extended Support Lifetime Support Premier & Extended Support (*) None of the Above Corrrect 36. Premier Support Extends for how many years after a product's release? Mark for Review (1) Points 5 years (*) 8 Years 1 Year 10 years

No limit Incorrect. Refer to the Lifetime Support training for more information. 37. Lifetime Support is only Applicable to which of the following Oracle Prod ucts? Mark for Review (1) Points JDEdwards PeopleSoft Oracle Ebusiness Siebel All of the above (*) Corrrect 38. While in Sustaining Support, the pricing is equal to pricing as if in Pre mier Support Mark for Review (1) Points True (*) False Corrrect 39. Year 6 has a what % uplift over the current Premier support fee. Mark fo r Review (1) Points 15% 2% 20% 5% 10% (*) Incorrect. Refer to the Lifetime Support training for more information.

Multi-Vendor Support Program (MVSP) (Answer all questions in this section)

40. A "Mutual Customer" under the Multi-Vendor Support Program must have an a ctive support contract with BOTH Oracle and a participating Partner. Mark for R eview (1) Points True (*) False Correct 41. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review (1) Points The MVSP is offered as a value-added benefit at no additional costs to Oracl e Partners as part of their OPN membership. A Partner should enroll in the MVSP proactively if they provide support serv ices to mutual customers. Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS P portal page on OPN. A partner should wait to enroll in the MVSP until they encounter a multi-ven dor support issue from a mutual customer. (*) Useful MVSP enrollment information can be found on the OPN portal under Supp ort > Learn About Support Offerings and Benefits. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 42. Which of the following statements are Partner requirements for participat ion in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Partner must be accepted into all Product Focus Areas in order to participat e in the MVSP. Partner must be trained on all Oracle products they wish to engage with Orac le Support through the MVSP. Partner must have a published profile in OPN Solutions Catalog. (*) Partner must apply and received confirmation of acceptance for use of the MV SP benefit. (*) Partner must be a current OPN member in good standing. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

43. Which of the following statements are Partner requirements for collaborat ion in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Partner must direct Mutual Customers to contact Oracle Support directly on O racle-related issues. Partner must establish their own severity levels and response timeframes for Mutual Customer support issues. Partner must provide the Mutual Customer s support identification number when collaborating with Oracle Support. (*) Partner must provide and maintain standard contact and escalation informatio n for the MVSP. (*) As part of the MVSP, Partners have the option of collaborating with Oracle S upport on a Mutual Customer support issue. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 44. Which of the following statements reflect the value proposition to our Mu tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Increases the time to implementation for multi-vendor solutions. Increases the risk and costs associated with owning multi-vendor solutions. Improves response by having all parties involved in the collaboration. (*) Strives to prevent the frustration of finger-pointing oves overall satisfaction. (*)


Provides enhanced support value for multi-vendor implementations. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 45. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi ew (1) Points Provides a consistent, collaborative support process by which to engage with Oracle Support. Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*)

Reduces training commitment by not having to pursue in-depth training on Ora cle products you do not support. Reduces costs by not having to create and maintain traditional cooperative s upport agreements. Enables practices that align with many industry support certifications. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

1. Which of the following features is one of the dynamic reconfiguration featu res offered by 6580 and 6780? Mark for Review (1) Points Volume Expansion RAID Migration Controller Firmware Upgrades All of the above (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 2. In CAM the alarms are linked to________. Mark for Review (1) Points The call home feature through the Ethernet port Service Procedures in the Service Advisor (*) The Command Line Interface Remote monitoring and the local Sun Service team Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 3. All controller trays optical SFP and I/O modules' copper interconnect conn ections are designed with_________. Mark for Review (1) Points Ultra-Scale technology DACstore technology

Dual-Link Capacity technology Port bypass technology (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 4. Why does 6780 have four Ethernet Ports? Mark for Review (1) Points Two ports for remote management over the network, one for each controller. T wo ports for connecting to NAS storage devices. This is incorrect. There are only three Ethernet ports. Two ports for remote management over the network, one for each controller. T wo ports for authorized service personnel troubleshooting and diagnostics, one f or each controller. (*) Two ports for authorized service personnel troubleshooting and diagnostics, one for each controller. Two ports for use in future upgrades. Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 5. ______________competes directly with EMC CX4-480 in capacity and EMC CX4-9 60 in performance. Mark for Review (1) Points 6780 (*) 6140 6580 2540 Correct 6. The new Sun Storage 6780 has________________ that allows businesses to impro ve productivity and drive topline growth by supporting more transactions in the same data center footprint and grow the storage and bandwidth capacity without s acrifice across IOPs. Mark for Review (1) Points Both of these None of these CAM with pre-configured support and certification Multidimensional scalability (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent

ials training for more information. 7. Which of the following products compete directly with the Sun Storage 6780 Array? Mark for Review (1) Points EMC CX4-480 and EMC CX4-960 HDS AMS2300 and HDS AMS2500 HP EVA 8100 All of the above (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 8. When using Snapshot, multiple point-in-time images can be made available t o restore data to a more recent time_________. Mark for Review (1) Points Using the rollback feature. Snapshot is not available for the 6140, 6580, or 6780 arrays. In order to restore lost or damaged files the snapshot copy must be mounted and the files copied from the snapshot copy back to the base volume. (*) By looking at the scoreboard and picking a time right before the failure to restore to. Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 9. Which of the following 6000-series products is the highest performer on SP C-2 Test? Mark for Review (1) Points 6140 6780 (*) 6580 Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 10. If you add 2 Gb/sec drives to a drive tray running at 4 Gb/sec,__________ ____. Mark for Review (1) Points All of the drives will run at the slower speed - 2 Gb/sec.

The drives will run at 2 Gb/sec. The 2 Gb/sec drives will run at 4 Gb/sec. The drives will not be seen by the tray and will just be ignored. (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 11. 6140 Arrays can concurrently support multiple RAID levels with drive mixing technologies. Mark for Review (1) Points True (*) False Correct 12. Drives from FLA300 and FLC200 trays are not compatible with CSM 200 and d rives for the CSM 200 are not compatible with older trays because______________. Mark for Review (1) Points The drives do fit, you just can t mix 2 Gb/sec drives and 4 Gb/sec drives in t he same tray. The drives in the FLA300 and the FLC200 are on what is called a and they will not physically fit in the CMS 200 tray.

Carrier Blade

The drives in the FLA300 and the FLC200 do fit and can be interchanged becau se of DACstore technology. The drives in the FLA300 and the FLC200 are in larger canisters and will not physically fit in the CSM 200 tray. (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 13. The four main value propositions for the 6140 arrays are_________________ ___. Mark for Review (1) Points Fast time-to-market, semi-disruptive flexibility, highly available systems, and lower TCO Fast availability, non-disruptive time-to-benefit, highly flexible, lower co st Highly time-to-benefit, lower flexibility, fast availability systems, and lo wer overall costs Fast time-to-benefit, non-disruptive flexibility, high availability systems, and lower overall costs (*)

Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 14. Which of the following allows the 3 Gb/sec SATA II drives to perform at 4 Gb/sec speeds like the FC drives? Mark for Review (1) Points A SATA Interface Card (SIC)which provides these drives with a dual-link capa bility. (*) A SATA 4 Gb/sec accelerator chip which provides these drives with a dual-lin k capability. They are actually 4 Gb/sec drives. They can only perform at 3 Gb/sec speeds. Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 15. Besides cache size, how do you differentiate between the 6140 - 2 GB cach e and 6140 - 4 GB cache controllers? Mark for Review (1) Points The 6140 - 2 GB has 1 CPU and the 6140 - 4 GB has 2 CPUs. The 6140 - 2 GB has a 670 MHz CPU and the 6140 - 4 GB has 1.24 MHz CPU. The only difference is the cache size. The 6140 - 2 GB has two 4 Gb/s host ports per controller and the 6140 - 4 GB has four 4 - Gb/s host ports per controller. (*) Correct 16. The 6580 has a maximum of _____ Gb data cache. Mark for Review (1) Points 16 32 8 (*) 4 Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 17. 6580 and 6780 offer the same number of 4 GB/s FC host ports. Mark for Re view (1) Points

True False (*) Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 18. Which of the following products are not supported by CAM 6.0? Mark for R eview (1) Points (Choose all correct answers) The 9900 Series arrays (*) The FLX240, FLX280 and FLX380 storage arrays (*) CAM supports all storage arrays currently sold by Sun The 6780, 6140, 6580, 2530, and 2540 arrays Incorrect. Refer to the Sun Storage Midrange Modular Disk Technical Essent ials training for more information. 19. The 6140 controller tray______________. Mark for Review (1) Points holds two IOM modules. is available in two options: the 6140 2 GB cache and the 6140 4 GB cache. (* ) None of these uses the same CRU components as the 6780. Correct 20. Common management and data services across the entire 6000-series product line is a must. Mark for Review (1) Points True (*) False Correct 21. By how much time can Configuration Support Manager reduce time to log a Ser vice Request ? Mark for Review (1) Points

5% 75% 10% 30% (*) 50% Corrrect 22. Technical Account Management and Expert Services came from the PeopleSoft Acquisition Mark for Review (1) Points True False (*) Incorrect. Refer to the Value of Support training for more information. 23. ACS Solution Support Center provides which of the following service offer ings? Mark for Review (1) Points (Choose all correct answers) High Speed Access Preventative Maintenance (*) Service Delivery Manager In-House Support Representation 24x7 Systems Monitoring (*) Incorrect. Refer to the Value of Support training for more information. 24. Maintenance Wizard is which of the following? Mark for Review (1) Points An Automated SR Writer A Powerful Upgrade Assistance Tool (*) A Powerful Diagnostic Tool RDA Incorrect. Refer to the Value of Support training for more information.

25. The Global Support Infrastructure is made up of which of the following? Mark for Review (1) Points (Choose all correct answers) 20,000 Software Developers 24X7 Mission Critical Support (*) 7000+ Support Professionals (*) 50 Local Languages 12X5 Mission Critical Support Corrrect 26. Which 2 of the following are benefits of running HealthChecks? Mark for Re view (1) Points (Choose all correct answers) Reduced Cost (*) Optimized System Performance (*) Increased Risk Active Problem Avoidance None of the Above Incorrect. Refer to the Value of Support training for more information. 27. Oracle will not be supporting the Linux OS? Mark for Review (1) Points True False (*) Corrrect 28. By what percentage can Configuration Support Manager increase Service Req uest Resolution time ? Mark for Review (1) Points 20% 10% 40% (*)

80% 50% Incorrect. Refer to the Value of Support training for more information. 29. Extended Support continues for how many years after Premier Support? Mar k for Review (1) Points 1 Years 15 Years 3 Years (*) 8 Years 6 months Corrrect 30. Maintenance Wizard is a support tool for Siebel based products? Mark for Review (1) Points True False (*) Incorrect. Refer to the Value of Support training for more information. 31. It is Oracle's policy to force upgrades after a customer has had 10 years i n sustaining support. Mark for Review (1) Points True False (*) Incorrect. Refer to the Lifetime Support training for more information. 32. Which of the following are modules of Oracle Premier Support? Mark for R eview (1) Points (Choose all correct answers) Lifetime Support (*) Proactive Automated Support (*)

Ecosystem Support (*) Product Enhancement and Updates (*) Global Support Outerstructure Incorrect. Refer to the Lifetime Support training for more information. 33. Premier Support Extends for how many years after a product's release? Ma rk for Review (1) Points 8 Years 5 years (*) 1 Year 10 years No limit Incorrect. Refer to the Lifetime Support training for more information. 34. While in Sustaining Support, the pricing is equal to pricing as if in Pre mier Support Mark for Review (1) Points True (*) False Corrrect 35. Lifetime Support Supports you at Every Stage of the Applications Life Cyc le Mark for Review (1) Points True (*) False Corrrect 36. Lifetime Support is only Applicable to which of the following Oracle Produc ts? Mark for Review (1) Points JDEdwards PeopleSoft Oracle Ebusiness

Siebel All of the above (*) Corrrect 37. Certifications of New Oracle Products are covered under which level(s) of support? Mark for Review (1) Points Premier Support Extended Support Lifetime Support Premier & Extended Support (*) None of the Above Incorrect. Refer to the Lifetime Support training for more information. 38. Certifications with New Third Party Products/Versions are covered under w hich level(s) of support? Mark for Review (1) Points Premier Support (*) Extended Support Lifetime Support Premier & Extended Support None of the Above Incorrect. Refer to the Lifetime Support training for more information. 39. Oracle has how many User Groups? Mark for Review (1) Points 1,200+ 50+ 400+ (*) 1,000+ 100+ Corrrect

Multi-Vendor Support Program (MVSP) (Answer all questions in this section) 40. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi ew (1) Points Reduces costs by not having to create and maintain traditional cooperative s upport agreements. Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*) Enables practices that align with many industry support certifications. Reduces training commitment by not having to pursue in-depth training on Ora cle products you do not support. Provides a consistent, collaborative support process by which to engage with Oracle Support. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

41. Which of the following statements are Partner requirements for participatio n in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Partner must apply and received confirmation of acceptance for use of the MV SP benefit. (*) Partner must have a published profile in OPN Solutions Catalog. (*) Partner must be trained on all Oracle products they wish to engage with Orac le Support through the MVSP. Partner must be accepted into all Product Focus Areas in order to participat e in the MVSP. Partner must be a current OPN member in good standing. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 42. Which of the following statements are Partner requirements for collaborat ion in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points

(Choose all correct answers) Partner must provide and maintain standard contact and escalation informatio n for the MVSP. (*) As part of the MVSP, Partners have the option of collaborating with Oracle S upport on a Mutual Customer support issue. Partner must direct Mutual Customers to contact Oracle Support directly on O racle-related issues. Partner must provide the Mutual Customer s support identification number when collaborating with Oracle Support. (*) Partner must establish their own severity levels and response timeframes for Mutual Customer support issues. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 43. Which of the following statements regarding enrollment in the Multi-Vendo r Support Program (MVSP) is NOT true? Mark for Review (1) Points A partner should wait to enroll in the MVSP until they encounter a multi-ven dor support issue from a mutual customer. (*) Useful MVSP enrollment information can be found on the OPN portal under Supp ort > Learn About Support Offerings and Benefits. The MVSP is offered as a value-added benefit at no additional costs to Oracl e Partners as part of their OPN membership. Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS P portal page on OPN. A Partner should enroll in the MVSP proactively if they provide support serv ices to mutual customers. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 44. A "Mutual Customer" under the Multi-Vendor Support Program must have an a ctive support contract with BOTH Oracle and a participating Partner. Mark for R eview (1) Points True (*) False Correct 45. Which of the following statements reflect the value proposition to our Mu

tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Increases the risk and costs associated with owning multi-vendor solutions. Strives to prevent the frustration of finger-pointing oves overall satisfaction. (*)


Provides enhanced support value for multi-vendor implementations. (*) Increases the time to implementation for multi-vendor solutions. Improves response by having all parties involved in the collaboration. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

Sun ZFS Storage Appliance Help Desk Support Consultant – Online Assessment

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