Customer User Administrator and Support Identifiers

Customer User Administrator and Support Identifiers
(Responder todas las preguntas de esta seccin)

1.

How would the Customer User Administrator (CUA) turn
on the Service Request Details in the email option for a
Support Identifier?
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(1) Puntos

Administration > Support Identifiers > Service Request
Details in Email

Personalization > Service Request Details in Email Turn
On

The CUA can do both 1 and 2

It is a two-step process: The CUA can only address the
Administration action and the User has to complete the
Personalization action (*)

None of the above

Incorrect

2.

why a Customer User Administrator (CUA) would activate
Auto Approve for a Support Identifier.
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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

Correct

3.

Oracle Support manages roles and responsibilities for all
users associated to a Support Identifier in My Oracle
Support.
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(1) Puntos

Verdadero

Falso (*)

Correct

4.

The Customer User Administrator (CUA) manages access
levels for other CUAs (who share the same Support
Identifier).
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(1) Puntos

Verdadero (*)

Falso

Correct

5.

Support Identifier groups allow you to group assets and
products from the same Support Identifiers into virtual
groups (or containers).
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(1) Puntos

Verdadero

Falso (*)

They allow you to group assets from DIFFERENT
Support Identifiers

Customer User Administrator and Support Identifiers


6. A Support Identifier (SI) is a numeric value that is assigned
when purchasing Hardware or Software from Oracle.
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(1) Puntos

Verdadero (*)

Falso

Correct

My Oracle Support Introduction


7. 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?
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(1) Puntos

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

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
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Verdadero

Falso (*)

Correct

9. The number of tabs you see in My Oracle Support depends
on the Support Identifiers associated with your account.
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(1) Puntos

Verdadero (*)

Falso

Correct

10.

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.
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(1) Puntos

(Seleccione todas las respuestas correctas)

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

Add as many widgets as you can to the dashboard to
maximize what you see when you login

Ask your CUA to suggest a layout

Reduce wasted time and frustration by organizing your
dashboard to match your job role and product (*)

Consider modifying your dashboard any time your role
changes or you have a new product interest (*)

Correct

My Oracle Support Introduction


11
.
My CUA is my first point of contact for any access issues I
experience with My Oracle Support
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Verdadero (*)

Falso

Correct

12
.
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?
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(1) Puntos

Access the My Oracle Support Resource Center and view
the Release Notes (*)

Post a question in the Using My Oracle Support
Community asking what changes have been made in the
last release

Call Oracle and log a Service Request to ask what
changes have been made.

Search for 'Release Notes' in the Global Search and go
through the different results.

Correct

13
.
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?
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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

Knowledge Search and Browse


14
.
PowerView is a type of search that you can use in place of
Global Search
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Verdadero

Falso (*)

Correct

15
.
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?
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(1) Puntos

Post a question in the EBS Community asking where you
can find a document with everything you need to know
about EBS

Read the documentation on
http://docs.oracle.com/cd/E18442_01/doc.651/e18053/eb
s.htm

Log a Service Request and ask for Oracle Support to
send you the information

Search in the Global Search box with the term 'EBS'

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) (*)

Correct

16.

Any time
you type a
search into
the Global
Search bar
(on any
tab), the
results are
provided
on the
Knowledge
tab
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(1) Puntos

Verdadero (*)

Falso

Correct

17. What is a Search Assistant?
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(1) Puntos

An option you can select under Knowledge
Preferences

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 (*)

A new section in the Service Request process

Voice-activated help feature that you can turn
on in My Oracle Support

Correct

18. What is the best way to find content in My Oracle
Support based on product?
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Check the Certifications tab

Use the 'Search & Browse' feature on the
Knowledge tab and product-based
information centers (*)

Global Search bar

Post a thread in My Oracle Support
Community

Correct

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

Correct

Product Certifications


20. 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)
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(1) Puntos

Verdadero (*)

Falso

Correct

21.

I am not sure
of the exact
product name
to use in the
Certifications
tab. What is
the best
approach?
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(1) Puntos

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

Correct

22. 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).
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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)
(*)

Correct

23. What does the Certifications tab in My Oracle
Support provide to the user?
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A quick way to log Service Requests
related to Certification questions.

This tab is only available to you in My
Oracle Support if you purchase a special
support contract. The average user does not
have access.

Access to product certification information
(*)

None of the above

Correct

24. What is the definition of a certification?
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A combination of Oracle and third-party
products, operating systems, or hardware
that Oracle believes should work together

A testing matrix that Oracle provides via
the Certifications tab that allows you to
compare combinations of Oracle and third-
party products

products that Oracle has tested and should
work together.

products, operating systems, or hardware
that Oracle has tested and should work
together. (*)

Correct

Patches and Updates


25. I can use Patch Plans and Upgrade Plans
without having Oracle Configuration Manager
installed.
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(1) Puntos

Verdadero

Falso (*)

Correct

Patches and Updates


26
.
What is a Patch Advisor?
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(1) Puntos

A type of Lifecycle Advisor in My Oracle Support that
co-locates 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

Correct

27
.
From within My Oracle Support, select the best description
of how to download the latest firmware patch for Netra
Blade X3-2B
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(1) Puntos

Log a Service Request in My Oracle Support and ask
for a link to the patch to download it.

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

Patches and Updates > Advanced Search > Enter Netra
Blade X3-2B > Select Release > Add a filter line Add
Description is Firmware and view and download the
results. (*)

From the My Oracle Support Community Post a
question to ask for the link to download the latest
firmware patch for Netra Blade X3-2B

Correct

28
.
I am looking to download the JD Edwards EnterpriseOne
9.1 patch. What is the most correct method to do this?
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(1) Puntos

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

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 (*)

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.

Incorrect

29
.
Regardless of your specific Oracle products, the general
process to download patches in My Oracle Support is the
same
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(1) Puntos

Verdadero (*)

Falso

Correct

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

A user cannot directly download a patch from this site

From My Patch Search Results > click patch number >
Download (*)

Correct

31.

When
should
you
mark an
answer
Correct?
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Don't mark answers correct until you see what
other users have to say

You can't mark answers correct

When the answer is the answer you expect to see

When the answer is technically correct, even if
you do not agree with what is being

recommended (*)

Incorrect

32. Which of the following attributes describe the value
of My Oracle Support Community?
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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?
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Call Oracle Support and log a service request
ticket.

Any of the above.

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. (*)

In My Oracle Support - Click the drop down
arrow next to your user name, click My Account
and then update the name field

Incorrect

34. You have a specific question regarding Oracle
Database. You are new to the community framework
and are not sure how to go about searching to
identify a relevant Database-oriented community.
What is your best approach?
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Post this question in the 'Using My Oracle
Support' Community

Ask for recommended communities in the
Getting Started section of My Oracle Support.

Open a non-technical Service Request

Type your Database-related question in the
search bar and view questions already posted in
various Database communities or type Oracle
Database under select a sub-space to see
available communities. (*)

Correct

35. The same Oracle Support Engineers that resolve
technical Service Requests also participate in My
Oracle Support Community to share their knowledge
and expertise as part of this trusted community.
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(1) Puntos

Verdadero (*)

Falso

Correct

My Oracle Support Community


36
.
In what subspaces can you post a Blog or Idea?
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This feature is not an option in My Oracle Support
Community

No spaces or subspaces

Any spaces or subspaces

Only the subspaces that have the "Activity" Blog or
Idea available (*)

Correct

37
.
How can you view Subspaces you are following?
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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

Using Support Best Practices for Hardware & Software


38
.
If a customer or partner has a Hardware Support Identifier
(SI), what permissions do general My Oracle Support
Users need to view Assets in My Oracle Support?
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SR Create & Update

Asset-View access level (*)

CUA Access level

None. It is available to all users

Correct

39
.
How can collected data help you when you create a Fully
Qualified Service Request?
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It identifies upcoming configuration changes that you
can share with the Support Engineer

There is no specific impact from this type of data
collection. It is just information to help you with
planning

You can view configuration changes by comparing
system configuration between two points. This data is
valuable to answer the question "has anything changed
on your system" as it relates to the presenting problem
(*)

It provides details on the last 5 service requests you
logged in case you want to review them

Correct

40
.
How is this type of collected data valuable to you?
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It provides specific patching recommendations

The data collected provides an understanding of the
configuration of Oracle software, revision levels, and
the operating system and patching levels (*)

The data helps to determine how often you log Service
Requests

The data links to certification information on the
Certifications tab for operating systems

None of the above

Correct

41.

Oracle
Enterprise
Marcar para
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
Revisin
(1) Puntos

Verdadero (*)

Falso

Correct

42. 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.
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(1) Puntos

Verdadero (*)

Falso

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
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Verdadero (*)

Falso

Correct

Create and Manage Service Requests


44. What are two key benefits of taking the time to
create a Fully Qualified Service Request?
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Special fast-track handling in the Support
Queue

Minimum delays

Minimum delays and faster resolution (*)

You can only add attachments to a Fully
Qualified Service Request

None of the above

Incorrect

45. Which of the following is NOT an acceptable
way to send data to Oracle?
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Upload the relevant files when creating the
SR

Upload files to Oracle using sftp with SR
number as part of the file name

Upload Hardware related files using
supportfiles.oracle.com

Send an email to Support Engineer's
personal email address with support data
(*)

Correct

46.

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?
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(1) Puntos

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

47. When should Severity 1 be selected?
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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

48. The following is a common problem that Users
encounter when trying to log a Service Request:
they do not have the correct access level in My
Oracle Support and/or do not have the correct
Support Identifier approved and associated with
their account
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(1) Puntos

Verdadero (*)

Falso

Correct

49. Which of the following is the best example of a
Service Request Problem Summary?
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System not working

Application is slow

MySql - using JDBC eWay is experiencing a
connection problem - ClassName not found
(*)

Blue screen

Correct

50. 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
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Verdadero (*)

Falso

Correct

51.

The Mobile
My Oracle
Support
application is
only available
to Users with
the Customer
User
Administrator
(CUA) role
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(1) Puntos

Verdadero

Falso (*)

Correct

52. 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.
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Verdadero (*)

Falso

Correct

53. You are a CUA for your company. You are
currently in a three-day organizational meeting
and are concerned about getting behind on new
user requests for access to My Oracle Support.
Unfortunately, you will not be able to approve
any requests through the mobile application as
it only allows you to search the knowledge
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base.

Verdadero

Falso (*)

Correct

54. 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
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(1) Puntos

Verdadero (*)

Falso

Correct

55. I am able to create a new Service Request using
the Mobile My Oracle Support interface
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(1) Puntos

Verdadero

Falso (*)

The option to
create new
Service Requests
is currently not
available in
Mobile My Oracle
Support

56.

How do
you
access
Mobile
My
Oracle
Support?
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You open a Service Request and ask for special
privileges

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 have to download the app from the primary
portal and load it to your smart phone

Correct

Oracle Support Policies


57. What items are covered by your Premier Support
Policy? Select all that apply.
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Access to My Oracle Support Community (*)

Access to Oracle Product knowledge and Oracle
Product bug fixes (*)

Access to Oracle Engineers to perform mapping
business requirements to product functionality

Access to new functionality included in Oracle
Patches and Upgrades (*)

Access to Oracle Support Engineers to de-code
customized code and undertake script
development

Correct

58. 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).
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Contact your Oracle Sales representative and ask
them to call Oracle Support and send you the
patch

Contact your Oracle Sales representative and
purchase Extended Software support for your
product that 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

Correct

59. What is the recommended way to locate content
about the End Date of support for a product? Select
all that apply.
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Use the Certifications tab and review the
support-specific content (*)

Call your Oracle Sales or Account
Representative

Log a Service Request and request information
about support dates

Access oracle.com and review the support PDF
and search for support dates (*)

Correct

60. What are the best methods to stay informed about
the latest information on Oracle Technical Support
policies?
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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

Correct

61.

OCVS can
be used as a
replacement
for support
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(1) Puntos

Verdadero

Falso (*)

Correct

62. Which of the following statements regarding
enrollment in Oracle Collaborative Vendor
Support (OCVS) is NOT true?
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(1) Puntos

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.

Incorrect. Refer to
the Oracle
Collaborative
Vendor Support
(OCVS) Overview
training for more
information.

63. To support a mutual customer, an OCVS vendor
must use customer's CSI to log SR to Oracle to
ensure that the customer is a current Oracle
support customer
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(1) Puntos

Verdadero

Falso (*)

Incorrect. Refer to
the Oracle
Collaborative
Vendor Support
(OCVS) Overview
training for more
information.

64. Which of the following statements regarding our
value proposition to our Partners for Oracle
Collaborative Vendor Support (OCVS) is NOT
true?
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(1) Puntos

Enables practices that align with many
industry support certifications.

Reduces training commitment by not having
to pursue in-depth training on Oracle
products you do not support.

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 costs by not having to create and

maintain traditional cooperative support
agreements.

Correct

65. As an active OPN member, you can automatically
take advantage of the OCVS benefit.
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(1) Puntos

Verdadero

Falso (*)

Incorrect. Refer to
the Oracle
Collaborative
Vendor Support
(OCVS) Overview
training for more
information.

Customer User Administrator and Support Identifiers

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