Test: Core Services Help Desk Support Consultant Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indicates
a correct answer.
This 68-question assessment test is one of the final components of this Help
Desk 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 Help Desk GLP makes you eligible to
become a Help Desk Support Consultant.
My Oracle Support Introduction
(Answer all questions in this section)

1.
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]

Correct

2.
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]

Correct

3.
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]

Correct

4.
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]

Correct

5.
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)

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

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

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]

Correct

Page 1 of 14

6.
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]

Correct

7.
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 (*)

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

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

[Correct]

Correct

Knowledge Search and Browse

(Answer all questions in this section)

8.

What is a Search Helper? Mark for Review

(1) Points

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

Some products have created search helpers which allow you to identify where
a product issue is occurring and then recommend documents based on your
selection (*)

An option you can select under Knowledge Preferences

A new section in the Service Request process

[Correct]

Correct

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

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

Check the Certifications tab

Post a thread in My Oracle Support Community

Global Search bar

[Correct]

Correct

10.
During the step-by-step flow, My Oracle Support will offer you
suggested solutions as you define your problem. You have the option to 'turn off'
these suggested solution results when you create a Service Request. Mark for
Review
(1) Points

True (*)

False

[Correct]

Correct

Page 2 of 14

11.
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

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 (*)

Read the documentation on

http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.htm

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

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

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

[Incorrect]
The answer is based on the constraint of 'ONE document';
logging an SR or posting a question is not searching for one document (that are
other activities you can do to find content).

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 (*)

[Correct]

Correct

13.
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 default search source (*)

All of the above

None of the above

[Incorrect]

Incorrect

Product Certifications
(Answer all questions in this section)

14.
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

[Correct]

Correct

15.
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

[Correct]

Correct

Page 3 of 14

16.

What is the definition of a certification?

Mark for Review

(1) Points

A combination of Oracle and third-party products that Oracle has tested and
should work together.

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

A combination of Oracle and third-party products, operating systems, or

hardware that Oracle has tested and should work together. (*)

[Correct]

Correct

17.
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]

the user?
(1) Points

Correct

18.
What does the Certifications tab in My Oracle Support provide to
Mark for Review

A quick way to log Service Requests related to Certification questions.

This tab is only available to you in My Oracle Support if you purchase a

special support contract. The average user does not have access.

Access to product certification information (*)

None of the above

[Correct]

Correct

Patches and Updates

(Answer all questions in this section)

19.
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]

Correct

20.
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

Use Google to find out what recommended patches are available

Log a Service Request

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

Add the 'Recommended Patch Sets' widget to your dashboard

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

[Correct]

Correct

Page 4 of 14

21.
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 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.

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]

Correct

22.
I can use Patch Plans and Upgrade Plans without having Oracle
Configuration Manager installed.
Mark for Review
(1) Points

True

False (*)

[Correct]

Correct

23.
What products can use patch plans? Identify an answer within
My Oracle Support with the best description. Mark for Review
(1) Points

Database, Fusion Applications, Fusion Middleware and Cloud

Database, Fusion Middleware, and Enterprise Manager (*)

Only products which have collector installed and configuration is being sent
to Oracle

All Oracle Products

You set this preference in My Account to identify patch plans you want to use

[Incorrect]

Incorrect

24.
What are the best ways to download a patch? Please select all
answers that apply.
Mark for Review
(1) Points

(Choose all correct answers)

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]

Correct

My Oracle Support Community

(Answer all questions in this section)

25.
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]

Correct

Page 5 of 14

26.
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]

Correct

27.
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

Log a technical Support Request for assistance

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

[Correct]

Correct

28.
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]

Correct

29.
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]

Correct

30.
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.
Mark for Review
(1) Points

True (*)

False

[Correct]

Correct

Page 6 of 14

31.
You heard about a new community and want to check it out. When you open
My Oracle Support Community, you only see a few options listed in the 'Find a
Community' pane on the left navigation. What do you need to do to access the
complete list of available communities?
Mark for Review
(1) Points

Ask your Customer User Administrator (CUA) to change your Community

access settings under My Account

What you see is being filtered by your subscriptions. Click the 'Subscriptions
On' button on the menu bar to turn off subscriptions (remove content filters within
Communities). You should immediately see the list of options appear. (*)

Go back into the My Oracle Support dashboard and select My Oracle Support
Community again to refresh the view.

Log a non-technical Service Request

None of the above

[Correct]

Correct

Using Support Best Practices for Hardware & Software

(Answer all questions in this section)

32.
How can collected data help you when you create a Fully
Qualified Service Request?
Mark for Review
(1) Points

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

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

[Correct]

Correct

33.
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]

Correct

34.

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]

Correct

35.
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

CUA Access level

Asset-View access level (*)

SR Create & Update

None, it is available to all users

[Correct]

Page 7 of 14

Correct

36.
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]

Correct

37.
What is the best definition of a Fully Qualified Service Request?
Mark for Review
(1) Points

A Service Request logged by your CUA

A Service Request that provides just a few facts to get Oracle Support
engaged

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 must have attached log files to be Fully Qualified

Only Service Requests created by ASR are considered fully qualified

[Correct]

Correct

Create and Manage Service Requests

(Answer all questions in this section)

38.
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
Mark for Review
(1) Points

True (*)

False

[Correct]

Correct

39.
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]

Correct

40.

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

[Incorrect]

Incorrect

Page 8 of 14

41.
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]

Correct

42.
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]

Correct

43.
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]

that apply.

Correct

44.
What are some of the ways to send data to Oracle. Select all
Mark for Review

(1) Points

(Choose all correct answers)

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

[Incorrect]

Incorrect

Oracle Support Policies

(Answer all questions in this section)

45.
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

Google to see if the patch is available somewhere on the Internet

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 (*)

Log a Service Request and ask Oracle to send it to you

[Correct]

Correct

Page 9 of 14

46.
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]

Correct

47.
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)

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

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

[Correct]

Correct

48.
all that apply.

What items are covered by your Premier Support Policy? Select

Mark for Review

(1) Points

(Choose all correct answers)

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

Access to My Oracle Support Community (*)

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

[Correct]

Correct

Resolve your Oracle Service Requests faster using ASR

(Answer all questions in this section)

49.
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]

Oracle.

Corrrect

50.
The ASR Manager uses a two-way encrypted connection to
Mark for Review

(1) Points

True

False (*)

[Correct]

Corrrect

Page 10 of 14

51.
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]

Corrrect

52.

Which of the follow data does ASR send to Oracle? Mark for

Review
(1) Points

(Choose all correct answers)

fault event code (*)

hostname (*)

IP address

serial number (*)

[Correct]

Corrrect

53.
For assets managed by Oracle Service Delivery Partners:Who
can be a Contact for a Partner-managed ASR asset?
Mark for Review
(1) Points

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

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

Oracle Field Engineer

[Correct]

Correct.

54.
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. (*)

Open an Oracle Service Request and ask for assistance.

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

[Correct]

Correct.

55.
For assets managed by Oracle Service Delivery Partners:What
kind of Service Request does ASR create when faults are detected on Partnermanaged ASR Assets?
Mark for Review
(1) Points

On-Demand Service Request

Draft Service Request (*)

Technical Service Request

[Incorrect]

Incorrect.

Page 11 of 14

56.
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

Administrator privilege on the Partner Support Identifier (*)

Create Service Request privilege on the end-customer Support Identifer

View Asset privilege on the end-customer Support Identifier

[Correct]

Correct.

57.
For assets managed by Oracle Service Delivery Partners:Who is
responsible for approving ASR pending activations in My Oracle Support?
Mark
for Review
(1) Points

Oracle Service Deliver Partner (*)

Oracle Field Engineer

Customer

[Correct]

Correct

58.
Oracle customers can ony install one ASR Manager per Oracle
Support Identifier. Mark for Review
(1) Points

True

False (*)

[Correct]

Corrrect

Oracle Collaborative Vendor Support (OCVS) Overview Training

(Answer all questions in this section)

59.
OCVS member.

As an active OPN member, you automatically become an OPNMark for Review

(1) Points

True

False (*)

[Correct]

Correct

60.
Which of the following statements reflect the value proposition
to our Mutual Customers as a result of the Oracle Collaborative Vendor Support
Program (OCVS)? Mark for Review
(1) Points

(Choose all correct answers)

Strives to prevent the frustration of finger-pointing between vendors and

improves overall satisfaction. (*)

Provides enhanced support value for collaborative vendor implementations.

(*)

Increases the time to implementation for collaborative vendor solutions.

Increases the risk and costs associated with owning collaborative vendor
solutions.

Improves response by having all parties involved in the collaboration. (*)

[Correct]

Correct

Page 12 of 14

61.
By participating in the OCVS as an OPN member, vendors are required to
enter into time consuming or costly support or legal agreements.
Mark for
Review
(1) Points

True

False (*)

[Correct]

Correct

62.
Which of the following statements are Partner requirements for
participation in the Oracle Collaborative Vendor Support Program (OCVS)?
Mark
for Review
(1) Points

(Choose all correct answers)

Partner must be accepted into all Product Focus Areas in order to participate
in the OCVS.

Partner must be a current OPN member in good standing. (*)

Partner must apply and received confirmation of acceptance for use of the
OCVS benefit. (*)

Partner must be trained on all Oracle products they wish to engage with
Oracle Support through the OCVS.

[Correct]

Correct

63.
Which of the following statements regarding enrollment in the
Oracle Collaborative Vendor Support Program (OCVS) is NOT true?
Mark for
Review
(1) Points

Enrollment in the OCVS is easy by selecting the "Join Now" link from the OCVS
portal page on OPN.

A Partner should enroll in the OCVS proactively if they provide support

services to mutual customers.

The OCVS is offered as a value-added benefit at no additional costs to Oracle

Partners as part of their OPN membership.

A partner should wait to enroll in the OCVS until they encounter a Oracle
Collaborative Vendor support issue from a mutual customer. (*)

[Correct]

Correct

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

Enables practices that align with many industry support certifications.

Reduces costs by not having to create and maintain traditional cooperative

support agreements.

Provides a consistent, collaborative support process by which to engage with

Oracle Support.

Reduces training commitment by not having to pursue in-depth training on

Oracle products you do not support.

Provides a consistent support process for all of a Partner's support needs,

regardless of a Mutual Customer's involvement. (*)

[Incorrect]
Incorrect. Refer to the Oracle Collaborative Vendor Support
Program Overview training for more information.

65.
A "Mutual Customer" under the Oracle Collaborative Vendor
Support Program must have an active support contract with BOTH Oracle and a
participating Partner.
Mark for Review
(1) Points

True (*)

False

[Correct]

Correct

Page 13 of 14

66.

OCVS can be used as a replacement for support

Mark for Review

(1) Points

True

False (*)

[Correct]

Correct

67.
Which of the following are the support challenges at the multiple
vendor computing environment?
Mark for Review
(1) Points

Complexity of environments

Rising collaborative vendor Support Activity

Expanding call Resolution Times

Prohibitive Training Demands for technical analysts

All of the above (*)

none of the above

[Correct]

Correct

68.
Which of the following statements are Partner requirements for
collaboration in the Oracle Collaborative Vendor Support Program (OCVS)?
Mark
for Review
(1) Points

(Choose all correct answers)

Partner must provide and maintain standard contact and escalation

information for the OCVS. (*)

Partner must establish their own severity levels and response timeframes for
Mutual Customer support issues.

Partner must direct Mutual Customers to contact Oracle Support directly on

Oracle-related issues.

As part of the OCVS, Partners have the option of collaborating with Oracle
Support on a Mutual Customer support issue.

Partner must provide the Mutual Customers support identification number

when collaborating with Oracle Support. (*)

[Incorrect]
Incorrect. Refer to the Oracle Collaborative Vendor Support
Program Overview training for more information.

Page 14 of 14