1.

It is an
Oracle
recommend
ed best
practice to
have
multiple
CUAs for
each
Support
Identifier
(although
you are
allowed to
select only
one per SI).

Mark for Review

(1) Points

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

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

The Organization is very large, and the CUA does not

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

Mark for
Review
(1) Points

Log a Service Request

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

Mark for
Review
(1) Points

True (*)
False
Correct

My Oracle Support Introduction

(Answer all questions in this section)
7. As a user of My Oracle Support, you want to get the most value
from the customizable dashboard layout. Which of the following
are best practices to customize your layout and make it work for
you? Select all that apply.

(Choose all correct answers)

Mark for
Review
(1) Points

Do not customize what you see in the dashboard. When you

first login to My Oracle Support, you have access to all the
recommended widgets by default
Consider modifying your dashboard any time your role
changes or you have a new product interest (*)
Add as many widgets as you can to the dashboard to
maximize what you see when you login
Reduce wasted time and frustration by organizing your
dashboard to match your job role and product (*)
Ask your CUA to suggest a layout
This is a key benefit of the My Oracle Support interface. Take
the time to organize the content exactly the way you want to
see it and use it. Make it work for you.
8. My Oracle Support has pre-set dashboard configuration options
based on role. For example, I can go to the Customize link and
select "Hardware User" to automatically add the widgets to my
dashboard associated with this user type

Mark for
Review
(1) Points

True
False (*)
There are no user type dashboard customizations that you
can select. My Oracle Support allows you to select from many
widgets to create a dashboard that works uniquely for your
role and interests. It is fast and easy to change it any time
you want.
9. My CUA is my first point of contact for any access issues I
experience with My Oracle Support

Mark for
Review
(1) Points

True (*)
False
Correct
10. You would like to locate content about what changed in the
LATEST My Oracle Support release. Which of the following
statements best describes the steps you would follow?

Mark for
Review
(1) Points

Post a question in the Using My Oracle Support Community

asking what changes have been made in the last release
Search for 'Release Notes' in the Global Search and go
through the different results.
Access the My Oracle Support Resource Center and view the
Release Notes (*)
Call Oracle and log a Service Request to ask what changes
have been made.
Correct
My Oracle Support Introduction

(Answer all questions in this section)

11. As a customer, you want to stay informed about ALL UPDATES to
content related to My Oracle Support. Which of the following
options is the best approach?

Mark for
Review
(1) Points

Follow @myoraclesupport on Twitter

Log a non-technical support Service Request and have the
Oracle Support team tell you what is new
View the User Resource Center on your dashboard to see the
latest content (mark it as a favorite) (*)
Subscribe to Hot Topics E-Mail: From Selected Products, click
Add and search for My Oracle Support, select "Knowledge
Articles" and Apply your changes.
None of the above
Correct
12. The number of tabs you see in My Oracle Support depends on the
Support Identifiers associated with your account.

Mark for
Review
(1) Points

True (*)
False
Correct
13. You have a Hardware SI and your dashboard is NOT showing the
Assets widget. What is the first step you should take to resolve
this issue?

Mark for
Review
(1) Points

Click the Contact Us link in My Oracle Support and ask for

help
Contact an Oracle colleague and ask for advice
Go to your My Account page and confirm if you have access
to View Assets for the designated SI. If your Assets column
says 'No Access', you will not be able to add the Assets
widget (*)
Select 'Customize Page' on the My Oracle Support home page
and make sure the Asset widget is displayed on your
dashboard
None of the above
Correct

Knowledge Search and Browse

(Answer all questions in this section)

14. What is a Search Assistant?

Mark for
Review
(1) Points

Some products have created Search Assistants which allow

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

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

Global Search bar

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

Mark for
Review
(1) Points

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

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

Mark for
Review
(1) Points

Allows you to provide feedback to My Oracle Support on ways

to improve the quality and content of the knowledge base
You can update your knowledge widgets to customize your
dashboard
You can make specific choices to customize your search
experience with options like number of search suggestions
and solutions during SR creation (*)
All of the above
None of the above
Incorrect
19. You are looking to install the Oracle E-Business Suite (EBS) product
range. How would you find one document that outlines everything
you need to know?

Mark for
Review
(1) Points

Post a question in the EBS Community asking where you can

find a document with everything you need to know about EBS
Log a Service Request and ask for Oracle Support to send you
the information
On the knowledge Base widget in My Oracle Support, enter
Oracle E-Business Suite on the Search & Browse tab to access
the information center (and view all the available content in
one location) (*)
Search in the Global Search box with the term 'EBS'
Read the documentation on
http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.ht
m
Correct

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

Mark for
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 options to you (*)
Create a new thread and ask the Certifications community
Check your SI to find out exactly how to input the product
name
None of the above

If the product is not listed, it indicates the product is not

available. Select the Feedback button to alert the
Certifications team to investigate and possibly add the
product.
Product Certifications
(Answer all questions in this section)
21. A product is certified for a specific release of an operating system
(OS) on a particular hardware platform. For example, Oracle
Database (11.2.0.3.0) on Oracle Solaris 11 (SPARC)

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

True
False (*)
Correct
23. Is there any reason to check the Certifications tab on a regular
basis if my company has NOT upgraded any of our products?
Select the most correct answer(s).

Mark for
Review
(1) Points

(Choose all correct answers)

Yes, to check the support dates to understand when products
stop being supported (*)
No, you would only check during an active upgrade planning
cycle
No, there is no new information on the Certifications tab
unless you received a Hot Topics E-Mail
Yes, because you can pick the releases you are currently
running and the Certifications tab will list out the patch levels
(if required) (*)
Incorrect
24. What does the Certifications tab in My Oracle Support provide to
the user?

Mark for
Review
(1) Points

A quick way to log Service Requests related to Certification

questions.
This tab is only available to you in My Oracle Support if you
purchase a special support contract. The average user does

Access to product certification information (*)

None of the above
Correct

Patches and Updates

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

Mark for
Review
(1) Points

From the My Oracle Support Community Post a question to

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

Mark for
Review
(1) Points

A type of Lifecycle Advisor in My Oracle Support that colocates patching information in areas such as Upgrade
Advisors and Patching & Maintenance Advisors (*)
The Patch Advisor is the Readme file included with all Patches
that provide specific install information
A specific patch search in My Oracle Support that only
focuses on patch information
A tool that you can download that will analyze the patches on
your system to confirm you are on the latest patch set
None of the above
Incorrect
27. I am looking to download the JD Edwards EnterpriseOne 9.1 patch.
What is the most correct method to do this?

Mark for
Review
(1) Points

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

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

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

(Choose all correct answers)

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

Mark for Review

(1) Points

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

Mark for
Review
(1) Points

Available to users 7x24x365. You can engage in the

global community at a convenient time in your work day
and leverage the shared experience of peers and
subject-matter experts. (*)
Each community is staffed with a special set of Oracle
support engineers who engage exclusively with online
questions
Using communities allows you to bypass the standard
Service Request creation process in My Oracle Support
and fast-track your issues
None of the above
Correct
33. How can you change your user number to a NAME in My
Oracle Support Community?

Mark for
Review
(1) Points

Call Oracle Support and log a service request ticket.

Click the drop down arrow next to your name and click
Edit Profile. Click Your Profile and then click Edit next to
your user name. (*)
Any of the above.
In My Oracle Support - Click the drop down arrow next to
your user name, click My Account and then update the
name field
Correct
34. You recently created a new discussion in My Oracle Support
Community. When you go back to view it, you do not see it in
the community where you thought you had posted it. What
can you do to locate your posting?

Your discussion was likely deleted by a moderator

because it was in the wrong community
Log a Service Request

Mark for
Review
(1) Points

Look under Browse, Content, Authored within My Oracle

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

Mark for
Review
(1) Points

My profile > More > Places

In the region "Spaces I am following"
In Activity > Content Streams, I can view places that I am
following
All of the above (*)
Correct
My Oracle Support Community
(Answer all questions in this section)
36. What is the recommended way to post a discussion in the
Community?

Mark for
Review
(1) Points

Navigate to the subspace first. Then, type your question in

the ASK IT box at the top and the Create a Discussion process
is triggered. (*)
Use the create discussion option from the banner, enter your
question and post it to the Using My Oracle Support
Community
Navigate to the subspace. From Activity, click on start a
discussion.
Any of the above
None of the above
Incorrect
37. If you have general questions about My Oracle Support and have
not found answers in the help menu or in the knowledge base, a
best practice is to post your question to 'Using My Oracle Support'
Community.

True (*)
False
Correct

Mark for
Review
(1) Points

Using Support Best Practices for Hardware & Software

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

Mark for
Review
(1) Points

True (*)
False
Correct
39. You can view Health Recommendations in My Oracle Support
before you enable a collection mechanism.

Mark for
Review
(1) Points

True
False (*)
The analysis runs against the configuration data captured by
the collector
40. Oracle Enterprise Manager Harvest Job is a collection tool that
gathers information about your Oracle set-ups, configuration, and
OS. You can automate this information transfer with Oracle

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

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

Mark for
Review

(1) Points
Only Service Requests created by ASR are considered fully
qualified
A Service Request that has all the information included in the
fields as well as appropriate diagnostic output attached so
that the Oracle Support Engineer can immediately get started
(*)
A Service Request that provides just a few facts to get Oracle
Support engaged
A Service Request logged by your CUA
A Service Request must have attached log files to be Fully
Qualified
Correct
43. You have a planned outage window at the end of the quarter. You
can access features available in My Oracle Support that will
enable you to make decisions about which patches to install

Mark for
Review
(1) Points

True (*)
False
Correct

Create and Manage Service Requests

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

Mark for
Review
(1) Points

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

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 Oracle System, Software, or Application (*)
When your testing system is down
Only when you have requested an Escalation of the issue
All of the above

Correct
Create and Manage Service Requests
(Answer all questions in this section)
46. The main way that users with 'Create and Update' privilege log
Service Requests in My Oracle Support is by selecting 'Create SR'
on the Service Requests tab

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

Click on 'Close SR' and provide detailed comments (Update

Detail) on the solution you found to help Oracle Support
improve our knowledge base (*)
Just close the SR with no further updates
Call the Support Engineer for advice
Ask your CUA to initiate an auto-close of this SR since you
have a solution
None of the above
Correct
48. You are in the process of logging a new Service Request. During
Step 2 (Solutions), you see a solution that does resolve your issue.
What should you do next?

Mark for
Review
(1) Points

Continue logging the Service Request and make a note to

review the solutions at a later time
Turn off the option to view suggested solutions to speed up
your process to create a new SR
Exit the Service Request process and do not log this Service
Request (Click Cancel and OK) (*)
None of the above
Correct
49. If you select Severity 1 for your issue, you will need to provide a
management contact in the workflow, and your identified
manager will be contacted by Oracle Support

Mark for
Review
(1) Points

True (*)
False

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

Mark for
Review
(1) Points

True (*)
False
Correct
Mobile My Oracle Support
(Answer all questions in this section)
51. The Customer User Administrator for my organization is able to
utilize Mobile My Oracle Support to review access requests with
just a smart phone and Internet access.

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

True (*)
False
Correct
54. 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 desktop
My Oracle Support web-based application optimized for
mobile devices (*)
A new messaging system that emails you SR updates via your
smart phone
None of the above
Correct
55. How do you access Mobile My Oracle Support?

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

True
False (*)
Correct

Oracle Support Policies

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

Mark for
Review
(1) Points

Contact your Oracle Sales representative and purchase

Extended Software support for your product that needs
patching (*)
Google to see if the patch is available somewhere on the
Internet
Log a Service Request and ask Oracle to send it to you

Contact your Oracle Sales representative and ask them to call

Oracle Support and send you the patch
All of these answers are possible reactions to not being able
to download a patch. The most correct answer is C as the
product has passed its supported end date.
58. What is the recommended way to locate content about the End
Date of support for a product? Select all that apply.

Mark for
Review
(1) Points

(Choose all correct answers)

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

Mark for
Review
(1) Points

(Choose all correct answers)

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

Mark for
Review
(1) Points

(Choose all correct answers)

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

Access to My Oracle Support Community (*)

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

Mark for Review

(1) Points

Rising Multi-Vendor Support Activity

Expanding call Resolution Times
All of the above (*)
Prohibitive Training Demands for technical analysts
<br><br>
Complexity of MVS environments
none of the above
Incorrect. Refer to the Oracle
Collaborative Vendor Support
(OCVS) Overview training for
more information.
62. Which of the following statements regarding enrollment
in Oracle Collaborative Vendor Support (OCVS) is NOT
true?

Mark for
Review
(1) Points

A partner should wait to enroll in OCVS until they

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

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

(Choose all correct answers)

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

Mark for
Review
(1) Points

True
False (*)
Correct