Customer User Administrator and Support Identifiers

(Answer all questions in this section)

1. Oracle Support manages roles and responsibilities for all users associated to a Su

True
False (*)
Correct

2. The Customer User Administrator (CUA) manages access levels for other CUAs

True (*)
False
Incorrect
3. As a customer or partner, how would you locate a Support Identifier?

Log a Service Request

Log a non-technical Service Request (*)
Post a question in the Using My Oracle Support Co
Ask a colleague on your team who might be using
Incorrect
4. Support Identifier groups allow you to group assets and products from the same

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

Oracle Support
Your Organization
Your Customer User Administrator (*)
None of the above
You do not need approval for access
Correct
Page 1 of 13
Customer User Administrator and Support Identifiers
(Answer all questions in this section)
6. A Support Identifier (SI) is a numeric value that is assigned
when purchasing Hardware or Software from Oracle.

Mark for Review

(1) Points

True (*)
False
Correct

My Oracle Support Introduction

(Answer all questions in this section)
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
8. 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?
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.

Mark for Review

(1) Points

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
Correct
9. 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
10. 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
You can follow us on Twitter or log a non-technical
Service Request. However, our recommended best
practice is to view My Oracle Support Resource
Center, available on the dashboard or by searching
'My Oracle Support Resource Center'
Page 2 of 13
My Oracle Support Introduction
(Answer all questions in this section)
11. 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
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 (*)
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
Correct
12. 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
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?
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

Mark for Review

(1) Points

Knowledge Search and Browse

(Answer all questions in this section)
14. 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
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?

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
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.h
tm
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
Page 3 of 13
Knowledge Search and Browse
(Answer all questions in this section)
16. PowerView is a type of search that you can use in place of
Global Search

Mark for Review

(1) Points

True
False (*)
Correct

17. 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 desired information due to the large volume of content
returned with this approach.

Mark for Review

(1) Points

True (*)
False
Correct
18. What is the best way to find content in My Oracle Support
based on product?

Mark for Review

(1) Points

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
Global Search bar
Correct
19. 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
Correct

Product Certifications
(Answer all questions in this section)

20. 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
Product Certifications
(Answer all questions in this section)
21Is 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) (*)
Correct
22What is the definition of a certification?
.

Mark for
Review
(1) Points

A combination of Oracle and third-party products, operating

systems, or hardware 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 thirdparty products
A combination of Oracle and third-party products that Oracle has
tested and should work together.

Correct
23What 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 not
have access.
Access to product certification information (*)
None of the above
Correct
24A 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

Patches and Updates

(Answer all questions in this section)
25Regardless 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
Patches and Updates
(Answer all questions in this section)

26You have a question about the patch you are downloading. Which is
. the best option from the following choices?

Mark for
Review
(1) Points

Locate the patch via search on the Patches & Updates page >
select the patch number to view the patch details > select Start a
discussion or reply to discussion based on what is available (*)
Log into My Oracle Support Community, locate your product
and post your question
Submit a Service Request with your question as the summary
Call Oracle Support and ask a Support Engineer
Correct
27What products can use patch plans? Identify an answer within My
. Oracle Support with the best description.

Mark for
Review
(1) Points

All Oracle Products

Database, Fusion Middleware, and Enterprise Manager (*)
Database, Fusion Applications, Fusion Middleware and Cloud
You set this preference in My Account to identify patch plans
you want to use
Only products which have collector installed and configuration
is being sent to Oracle
Incorrect
28I can use Patch Plans and Upgrade Plans without having Oracle
. Configuration Manager installed.

Mark for
Review
(1) Points

True
False (*)
Correct
29What 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
30You 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

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 Google to find out what recommended patches are available
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
Log a Service Request
Correct
My Oracle Support Community
(Answer all questions in this section)
31You 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?
Post this question in the 'Using My Oracle Support' Community
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. (*)

Mark for
Review
(1) Points

Ask for recommended communities in the Getting Started

section of My Oracle Support.
Correct
32How can you change your user number to a NAME in My Oracle
. Support Community?

Mark for
Review
(1) Points

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
Any of the above.
Call Oracle Support and log a service request ticket.
Correct
33What 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
Correct
34If 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

35What 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
My Oracle Support Community
(Answer all questions in this section)
36In what subspaces can you post a Blog or Idea?
.

Mark for
Review
(1) Points

Only the subspaces that have the "Activity" Blog or Idea

available (*)
This feature is not an option in My Oracle Support Community
No spaces or subspaces
Any spaces or subspaces
Incorrect
37How 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

Using Support Best Practices for Hardware & Software

(Answer all questions in this section)
38From 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
Incorrect
39How 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
40Oracle 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
True (*)
False
Correct

Mark for
Review
(1) Points

Using Support Best Practices for Hardware & Software

(Answer all questions in this section)
41You 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
42The 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
43How can collected data help you when you create a Fully Qualified
. Service Request?

Mark for
Review
(1) Points

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

just information to help you with planning
It identifies upcoming configuration changes that you can share
with the Support Engineer
It provides details on the last 5 service requests you logged in
case you want to review them
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 (*)
Correct

Create and Manage Service Requests

(Answer all questions in this section)

44You 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
45When 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)
46If 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
True (*)
False
Incorrect

Mark for
Review
(1) Points

47The 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
Incorrect
48Which of the following is the best example of a Service Request
. Problem Summary?

Mark for
Review
(1) Points

Blue screen
MySql - using JDBC eWay is experiencing a connection
problem - ClassName not found (*)
System not working
Application is slow
Correct
49A 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
50What is the best process to follow when you have a question for
. Oracle Support?

Mark for
Review
(1) Points

Log a technical support Service Request via My Oracle Support

Post a detailed question thread in a relevant community within
My Oracle Support (*)
Call Oracle Support
Search the knowledge base

The question is asking for the best process to follow for a

Question. You can search the knowledge base, but asking for
help in the community may give you a faster and more targeted
answer as you can interact with subject-matter experts
Mobile My Oracle Support
(Answer all questions in this section)
51The 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
52You 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 base.

Mark for
Review
(1) Points

True
False (*)
Correct
53A 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
54What 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
55The 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
Mobile My Oracle Support
(Answer all questions in this section)
56How do you access Mobile My Oracle Support?
.

Mark for
Review
(1) Points

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
You open a Service Request and ask for special privileges
Correct

Oracle Support Policies

(Answer all questions in this section)

57What 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
Google to see if the patch is available somewhere on the Internet
Contact your Oracle Sales representative and purchase Extended
Software support for your product that needs patching (*)
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.
58What 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 new functionality included in Oracle Patches and
Upgrades (*)
Access to My Oracle Support Community (*)
Access to Oracle Support Engineers to de-code customized code
and undertake script development
Access to Oracle Product knowledge and Oracle Product bug
fixes (*)
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.
59What 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)

Call your Oracle Sales or Account Representative
Use the Certifications tab and review the support-specific

content (*)
Log a Service Request and request information about support
dates
Access oracle.com and review the support PDF and search for
support dates (*)
Correct
60What 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
OCVS Overview
(Answer all questions in this section)
61By participating in OCVS as either a TSANet or OPN member
. vendors are required to enter into time consuming or costly support
or legal agreements.

Mark for
Review
(1) Points

True
False (*)
Correct
62Which of the following statements are Partner requirements for
. participation in Oracle Collaborative Vendor Support (OCVS)?

Mark for
Review
(1) Points

(Choose all correct answers)

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

Partner must be accepted into all Product Focus Areas in order to

participate in the OCVS.
Partner must be trained on all Oracle products they wish to
engage with Oracle Support through the OCVS.
Partner must be a current OPN member in good standing. (*)
Partner must have a published profile in OPN Solutions Catalog.
(*)
Incorrect. Refer to the Oracle Collaborative Vendor Support
(OCVS) Overview training for more information.
63Which of the following statements regarding our value proposition to
. our Partners for Oracle Collaborative Vendor Support (OCVS) is
NOT true?

Mark for
Review
(1) Points

Reduces training commitment by not having to pursue in-depth

training on Oracle products you do not support.
Enables practices that align with many industry support
certifications.
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.
Provides a consistent, collaborative support process by which to
engage with Oracle Support.
Correct
64Which of the following statements are Partner requirements for
. collaboration in Oracle Collaborative Vendor Support (OCVS)?

Mark for
Review
(1) Points

(Choose all correct answers)

As part of OCVS, Partners have the option of collaborating with
Oracle Support on a Mutual Customer support issue.
Partner must direct Mutual Customers to contact Oracle Support
directly on Oracle-related issues.
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 provide the Mutual Customer s support
identification number when collaborating with Oracle Support.

(*)
Correct
65Under the OCVS model, a customer calls a vendor for a technical
. problem. While the support analyst decides involvement from
another vendor, he will log an SR to the other vendor, then customer
follows the other verndor's SR process.
True
False (*)
Correct

Mark for
Review
(1) Points