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Review your answers, feedback, and question scores below.

An asterisk (*)
indicates a correct answer.

This 54-question assessment test is one of the final components of this Field
Delivery Support Consultant guided learning path. This assessment will allow you
to test your knowledge level of the information learned from the Oracle core
services courses. Passing a >80% of this assessment, as well as all other
required online assessments and certification exams from your Field Delivery GLP
makes you eligible to become a Field Delivery Support Consultant.

My Oracle Support Introduction


(Answer all questions in this section)

1. You have a Hardware SI and your dashboard is NOT showing the Assets
widget. What is the first step you should take to resolve this issue? Mark for
Review
(1) Points

Select the "Contact Us" link in My Oracle Support and ask for help

Contact an Oracle colleague and ask for advice

Go to your "My Account" page and 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

2. 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

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

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.

Post a question in the 'Using My Oracle Support Community' asking what


changes have been made in the last release

Correct

3. 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. Mark for
Review
(1) Points

(Choose all correct answers)

Do not customize what you see in the dashboard. When you first login to My
Oracle Support, you have access to all the recommended widgets by default

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

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

Ask your CUA to suggest a layout

Reduce wasted time and frustration by organizing your dashboard to match


your job role and product (*)

Correct

4. 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 (*)

Correct

5. 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

Page 1 of 11 Next Summary


My Oracle Support Introduction
(Answer all questions in this section)

6. 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 > Articles and Information > Add Search for My
Oracle Support (product), select "Knowledge Articles" and Apply your changes.

None of the above

Correct

7. 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

Knowledge Search and Browse


(Answer all questions in this section)

8. 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

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

On the knowledge tab in My Oracle Support: select 'Search and Browse' and
enter Oracle E-Business Suite and access the information center to view all the
available content in one location (*)

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

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/ebs.htm

Correct

9. What is the best way to find content in My Oracle Support based on product?
Mark for Review
(1) Points

Global Search bar

Post a thread in My Oracle Support Community

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

Check the Certifications tab

Incorrect

10. A common problem that Users experience in My Oracle Support when


searching: User enters a key word in the Global Search box and views the results.
User cannot find the right information due to the large volume of content
returned with this approach. Mark for Review
(1) Points

True (*)

False

Correct Knowledge Search and Browse


(Answer all questions in this section)

11. PowerView is a type of search that you can use in place of Global Search
Mark for Review
(1) Points

True

False (*)

Correct

12. I would access 'Refine Search" on the Service Requests tab to further refine
and improve my search Mark for Review
(1) Points

True

False (*)

The 'Refine Search' functionality is located on the Knowledge tab

13. What is Advanced Search? Mark for Review


(1) Points

A type of PowerView filter that you can set

Advanced Search allows you to refine a number of variables to significantly


improve your results. Search on words or phrases using an "AND' in the search
query and identify the sources. (*)

Another name for the Global Search region

It refers to the Refine Search window on the Knowledge tab

Correct

Patches and Updates


(Answer all questions in this section)

14. 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

15. A great resource for additional help in My Oracle Support is the 'contextsensitive' 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

16. 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

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.

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

Correct

17. You have some questions about a recommended patch set for your
products. What is the best practice for you to ask specific questions and get
feedback? Mark for Review
(1) Points

Log a Service Request

Add the 'Recommended Patch Sets' widget to your dashboard

Create a new thread in the appropriate patching community and discuss with
the members of your community. (*)

Use the Patch Search region on Patches & Updates tab, Product or Family
(Advanced) search. Select release and type (Patchset) and search. Sort patches
based on date to see the latest displayed first

Use Google to find out what recommended patches are available

My Oracle Support Community is the recommended best practice to not only


ask questions but share experiences with other users

18. What is a Patch Advisor? Mark for Review


(1) Points

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

19. I can use Patch Plans and Upgrade Plans without having Oracle
Configuration Manager installed. Mark for Review

(1) Points

True

False (*)

Correct

My Oracle Support Community


(Answer all questions in this section)

20. 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 practice? Check all
that apply Mark for Review
(1) Points

(Choose all correct answers)

Open a non-technical Service Request

You can type in your Database-related question in the search bar and view
questions already posted in various Database communities (*)

Post this question in the 'Using My Oracle Support' Community

With Subscriptions Off, scroll through the Database community options in the
left pane under 'Find a Community'. (*)

Correct

My Oracle Support Community


(Answer all questions in this section)

21. You want to post a question to a My Oracle Support Community; however,


you cannot see the community you are interested in when you launch My Oracle
Support Community and view the main page. How do you resolve this? Mark for
Review
(1) Points

Post your question in the 'Using My Oracle Support' community

Edit your subscriptions to include the desired community (*)

Ask your Customer User Administrator to grant you access to the community
in question and it will appear the next time you log in

Log a technical Support Request for assistance

Correct

22. What is a typical consequence of posting a product-specific question into


the 'Using My Oracle Support' Community? Mark for Review
(1) Points

A moderator for the community will directly email you to request that you
remove this question

The question will trigger an automatic email that alerts you to ask the
question in a different community

The moderator for the community will see that the question is not in the right
community and will attempt to find the right community for your question. This
impacts the time to resolution of your question (*)

None of the above

Correct

23. You can choose to receive email updates based on my community


subscriptions. This is a great way to stay connected to the latest information
being shared in the community. Mark for Review
(1) Points

True (*)

False

Correct

24. 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. Mark for Review
(1) Points

True (*)

False

Correct

25. Which of the following attributes describe the value of My Oracle Support
Community? Mark for Review
(1) Points

Available to users 7x24x365. You can always engage in the global community
at a convenient time in your work day

Each community is staffed with a special set of Oracle support engineers who
engage exclusively with online questions

Leverage the shared experience of your peers and subject-matter experts to


quickly expand your knowledge and awareness

Using communities allows you to bypass the standard Service Request


creation process in My Oracle Support and fast-track your issues

Both 1 and 3 (*)

Correct
My Oracle Support Community
(Answer all questions in this section)

26. You recently created a new posting 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? Mark for Review
(1) Points

Your posting was likely deleted by a moderator because it was in the wrong
community and they frequently monitor

Log a Service Request

You can look on the Discussions tab (My Discussions) 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

Using Support Best Practices for Hardware & Software


(Answer all questions in this section)

27. How is this type of collected data valuable to you? Mark for Review
(1) Points

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

28. For the supported products, what are the benefits of installing and using
Oracle Configuration Manager (OCM)? Mark for Review
(1) Points

Monitor changes and review health checks

Use the Upgrade Planner

Create fully qualified Service Requests

View Reports

All of the above (*)

Correct

29. 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? Mark for Review
(1) Points

None, it is available to all users

Asset-View access level (*)

CUA Access level

SR Create & Update

Incorrect

30. How can collected data help you when you create a Fully Qualified Service
Request? Mark for Review
(1) Points

It identifies upcoming configuration changes that you can share with the
Support Engineer

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 (*)

There is no specific impact from this type of data collection. It is just


information to help you with planning

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

Correct

Using Support Best Practices for Hardware & Software


(Answer all questions in this section)

31. 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

32. From a hardware perspective, what are the benefits of downloading Oracle
Services Tools Bundle and enabling Auto Service Request (ASR)? Mark for
Review
(1) Points

Prevent known issues

Automatically log Service Requests

Create a fully qualified Service Request

All of the above (*)

None of the above

Correct

Oracle Support Policies


(Answer all questions in this section)

33. What items are covered by your Premier Support Policy? Select all that
apply. Mark for Review
(1) Points

(Choose all correct answers)

Access to Oracle Engineers to perform mapping business requirements to


product functionality

Access to My Oracle Support Community (*)

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

Access to Oracle Support Engineers to de-code customized code and


undertake script development

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

Correct

34. 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

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

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

Correct

35. 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
(*)

Correct
Oracle Support Policies
(Answer all questions in this section)

36. 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

Correct

ESD
(Answer all questions in this section)

37. Which of the following is NOT one of the rules for preventing ESD damage?
Mark for Review
(1) Points

Store and transport ESD-sensitive items in static-shielding containers

Handle electronic components only when you are properly grounded

Keep items away from electronic components

Make sure your grounding straps are not in contact with your skin. (*)

Incorrect. Refer to the ESD Prevention training for more information.

38. Low humidity environments reduce the voltage generated from friction and
moving, Mark for Review

(1) Points

True

False (*)

Correct

39. Which of the following descriptions best defines ESD? Mark for Review
(1) Points

The sudden transfer, or discharge, of electricity from one object to another. (*)

The failure of an item that would result in failure of the system.

Damage to system components due to the use of an incorrect power supply

The ability of a part to withstand a static charge without failure.

Correct

40. Which items generate static electricity? Mark for Review


(1) Points

Work surfaces

Clothing

People

All of the above (*)

Correct

ESD
(Answer all questions in this section)

41. Standing up can generate up to 1,400 volts. Mark for Review


(1) Points

True (*)

False

Correct

42. What is the difference between a soft failure and a hard failure? Mark for
Review
(1) Points

Soft failures weaken components and is difficult to detect. Hard failures are
easy to identify and trace back to ESD. (*)

Soft failures occurs in the software. Hard failures occurs in the hardware.

Hard failures represent 80% of all failures

Soft failures are easily detected and rapidly fixed. Hard failures are difficult to
identify and fix.

Correct

43. Why are ESD "soft failures" the most serious type of failures? Mark for
Review
(1) Points

They represent 60% of failures

The damage is immediate and easily detected

They represent 40% of all failures

The damage is not immediately noticed or detected (*)

Correct

44. The leading cause of semiconductor failure is due to? Mark for Review
(1) Points

Electrostatic discharge (*)

Damage during shipments

Incorrect power supply used with the system

The increased use of 45nm technology in manufacturing semiconductors

Correct

ASR
(Answer all questions in this section)

45. For assets managed by Oracle Service Delivery Partners:What kind of


Service Request does ASR create when faults are detected on Partner-managed
ASR Assets? Mark for Review
(1) Points

Technical Service Request

On-Demand Service Request

Draft Service Request (*)

Correct
ASR
(Answer all questions in this section)

46. For which of the following event types does ASR create Service Requests?
Mark for Review
(1) Points

(Choose all correct answers)

Firmware needs to be updated

OS crash

Power supply faults (*)

Fan failures (*)

File system full

Incorrect.

47. For assets managed by Oracle Service Delivery Partners:Who can be a


Contact for a Partner-managed ASR asset? Mark for Review
(1) Points

Oracle Field Engineer

My Oracle Support user with Create Service Request privilege on the endcustomer Support Identifier

My Oracle Support user with "Create Service Request" and "View Asset"
privileges on the Partner Support Identifer (*)

Correct

48. For assets managed by Oracle Service Delivery Partners:How can a team
be notified when ASR creates Draft Service Requests? Mark for Review
(1) Points

Use My Oracle Support to enter one or more email lists in the "Distribution
Email List" field for the managed assets. (*)

Create a My Oracle Support user as the email list. Then, assign this user as the
Contact for the ASR asset.

Open an Oracle Service Request and ask for assistance.

Correct

49. The ASR Manager uses a two-way encrypted connection to Oracle. Mark
for Review
(1) Points

True

False (*)

Correct

50. For assets managed by Oracle Service Delivery Partners:What My Oracle


Support Privileges are needed to manage ASR assets? (Activate, Add Contact,
etc.) Mark for Review
(1) Points

Create Service Request privilege on the end-customer Support Identifer

View Asset privilege on the end-customer Support Identifier

Administrator privilege on the Partner Support Identifier (*)

Correct

ASR
(Answer all questions in this section)

51. Oracle customers can ony install one ASR Manager per Oracle Support
Identifier. Mark for Review
(1) Points

True

False (*)

Incorrect. Customers can install multiple ASR Managers to meet their


organization's needs.

52. For assets managed by Oracle Service Delivery Partners:True or False: After
receiving an ASR notification email that indicates that a draft Service Request
has been created, the Partner must immediately use My Oracle Support to
promote the Draft Service Request to a Technical Service Request. Mark for
Review
(1) Points

True

False (*)

Correct

53. ASR is available at no additional cost to Oracle Premier Support for Systems
and Hardware Warranty plans Mark for Review
(1) Points

True (*)

False

Correct

54. Which of the follow data does ASR send to Oracle? Mark for Review
(1) Points

(Choose all correct answers)

hostname (*)

fault event code (*)

serial number (*)

IP address

Correct