Customer User Administrator and Support Identifiers

(Answer all questions in this section)

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

Mark for
Review
(1) Points

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

Mark for
Review
(1) Points

Log a Service Request

Log a non-technical Service
Request (*)
Post a question in the Using My
Oracle Support Community
Ask a colleague on your team
who might be using the SI you
want
Correct
3.It is an Oracle recommended best
practice to have multiple CUAs for
each Support Identifier (although
you are allowed to select only one
per SI).

Mark for
Review
(1) Points

True (*)
False
Correct
4.How would the Customer User
Administrator (CUA) turn on the
Service Request Details in the email
option for a Support Identifier?
Administration > Support
Identifiers > Service Request
Details in Email
Personalization > Service
Request Details in Email Turn On

Mark for
Review
(1) Points

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
5.Who approves End Users and sets
their access levels for My Oracle
Support?

Mark for
Review
(1) Points

Oracle Support
Your Organization
Your Customer User
Administrator (*)
None of the above
You do not need approval for
access
Correct

Customer User Administrator and Support Identifiers

(Answer all questions in this section)

6. A Support Identifier (SI) is a numeric

Mark for
value that is assigned when
purchasing Hardware or Software
Review
from Oracle.
(1) Points

True (*)
False

Correct

My Oracle Support Introduction

(Answer all questions in this section)

7. The number of tabs you see in My

Mark for
Oracle Support depends on the
Support Identifiers associated with
Review
your account.
(1) Points

True (*)
False

Correct

8. My Oracle Support has pre-set

Mark for
dashboard configuration options
based on role. For example, I can go
Review
to the Customize link and select
(1) Points
"Hardware User" to automatically
add the widgets to my dashboard
associated with this user type

True
False (*)

Correct

9. You have a Hardware SI and your

Mark for
dashboard is NOT showing the
Assets widget. What is the first step
Review
you should take to resolve this
(1) Points
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

10 My CUA is my first point of contact

. for any access issues I experience
with My Oracle Support

True (*)
False

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

Mark for
Review
(1) Points

11 You would like to locate content about

Mark for
. what changed in the LATEST My Oracle
Support release. Which of the following
Review
statements best describes the steps
(1) Points
you would follow?

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
Search for 'Release Notes' in the
Global Search and go through the
different results.
Call Oracle and log a Service
Request to ask what changes have
been made.

Correct

12 As a user of My Oracle Support, you

Mark for
. want to get the most value from the
customizable dashboard layout. Which
Review
of the following are best practices to
(1) Points
customize your layout and make it
work for you? Select all that apply.

(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 (*)
Do not customize what you see in
the dashboard. When you first login
to My Oracle Support, you have

Consider modifying your dashboard

any time your role changes or you
have a new product interest (*)
Ask your CUA to suggest a layout

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?

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

(Answer all questions in this section)

Mark for
Review
(1) Points

14 A common problem that Users

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

True (*)
False

Correct

15 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 productbased information centers (*)
Global Search bar
Post a thread in My Oracle Support
Community
Check the Certifications tab

Correct
Knowledge Search and Browse
(Answer all questions in this section)

1 Why would I want to review and update my

6. 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

1 You are looking to install the Oracle EMark for

7. Business Suite (EBS) product range. How
would you find one document that outlines
Review
everything you need to know?
(1) Points

Log a Service Request and ask for

Oracle Support to send you the
information
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/do
c.651/e18053/ebs.htm

On the knowledge Base widget in My

Oracle Support, enter Oracle EBusiness Suite on the Search & Browse
tab to access the information center
(and view all the available content in
one location) (*)

Correct

1 PowerView is a type of search that you can

8. use in place of Global Search

Mark for
Review
(1) Points

True
False (*)

The PowerView feature allows you

to filter search results by product
family or other options

1 Any time you type a search into the Global

9. Search bar (on any tab), the results are
provided on the Knowledge tab

True (*)
False

Correct

Mark for
Review
(1) Points

Product Certifications
(Answer all questions in this section)

2 What is the definition of a certification?

0.

Mark for
Review
(1) Points

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 believes should
work together
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 that Oracle has tested and
should work together.

Correct
Product Certifications
(Answer all questions in this section)

2 What does the Certifications tab in My Oracle

1. 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

2 I am not sure of the exact product name to

2. 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

2 Is there any reason to check the Certifications

Mark for
3. tab on a regular basis if my company has NOT
upgraded any of our products? Select the
Review
most correct answer(s).
(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

2 A product is certified for a specific release of

4. an operating system (OS) on a particular
hardware platform. For example, Oracle
Database (11.2.0.3.0) on Oracle Solaris 11
(SPARC)

True (*)
False

Correct

Patches and Updates

(Answer all questions in this section)

Mark for
Review
(1) Points

2 Regardless of your specific Oracle products,

5. 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)

2 What is a Patch Advisor?

6.

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

2 I am looking to download the JD Edwards

7. EnterpriseOne 9.1 patch. What is the most
correct method to do this?

Mark for
Review
(1) Points

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.
Select Patches and Updates Tab > Advanced
Search > Search for JD Edwards
EnterpriseOne > Release is 9.1 and select
search
Log a Service Request with Oracle Support
and ask for the Support Engineer to send me
the required patches.

Correct

2 You have some questions about a recommended

Mark for
8. patch set for your products. What is the best
practice for you to ask specific questions and
Review
get feedback?
(1) Points

Create a new thread in the appropriate

patching community and discuss with the
members of your community. (*)
Log a Service Request
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
Use Google to find out what recommended
patches are available

Correct

2 What are the best ways to download a patch?

9. Please select all answers that apply.

Mark for
Review
(1) Points

(Choose all correct answers)

A user cannot directly download a patch

from this site
Search the knowledge base for an article on
patching for your product and click the
download links (*)
From My Patch Search Results > click patch
number > Download (*)
Open a Service Request to ask Oracle
Support to download the patch from this site
From my Patch Search Results > mouse-over
the line (not patch number) and select the
download option (*)

It is an option to ask Oracle Support to

download a patch, but it is not a
suggested best practice

3 You have a question about the patch you are

0. downloading. Which is the best option from the
following choices?

Mark for
Review

(1) Points

Submit a Service Request with your question

as the summary
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 (*)
Call Oracle Support and ask a Support
Engineer
Log into My Oracle Support Community,
locate your product and post your question

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

3 How can you view Subspaces you are following?

1.

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

3 What is a typical consequence of posting a

2. 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

3 The same Oracle Support Engineers that resolve

3. 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

3 If you have general questions about My Oracle

Mark for
4. 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' Review

Community.

(1) Points

True (*)
False

Correct

3 How can you change your user number to a NAME

5. in My Oracle Support Community?

Mark for
Review
(1) Points

Call Oracle Support and log a service request

ticket.
In My Oracle Support - Click the drop down
arrow next to your user name, click My
Account and then update the name field
Click the drop down arrow next to your name
and click Edit Profile. Click Your Profile and
then click Edit next to your user name. (*)
Any of the above.

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

3 You recently created a new discussion in My Oracle

Mark for
6. Support Community. When you go back to view it,
you do not see it in the community where you
Review
thought you had posted it. What can you do to
(1) Points
locate your posting?

Your discussion was likely deleted by a

moderator because it was in the wrong
community
Log a Service Request
Look under Browse, Content, Authored within My
Oracle Support Community. (*)
You can post another new thread and ask the
community if they know what happened to your
last posting
None of the above

Correct

3 You have a specific question regarding Oracle

Mark for
7. Database. You are new to the community framework
and are not sure how to go about searching to
Review
identify a relevant Database-oriented community.
(1) Points
What is your best approach?

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. (*)
Post this question in the 'Using My Oracle
Support' Community
Ask for recommended communities in the
Getting Started section of My Oracle Support.

Correct

Using Support Best Practices for Hardware & Software

(Answer all questions in this section)

3 If a customer or partner has a Hardware Support

8. 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

CUA Access level
SR Create & Update
Asset-View access level (*)

Correct

3 What is the best definition of a Fully Qualified

9. Service Request?

Mark for
Review
(1) Points

A Service Request must have attached log files

to be Fully Qualified
A Service Request that has all the information
included in the fields as well as appropriate
diagnostic output attached so that the Oracle
Support Engineer can immediately get started
(*)
A Service Request that provides just a few facts
to get Oracle Support engaged
Only Service Requests created by ASR are
considered fully qualified
A Service Request logged by your CUA

Correct

4 To install Auto Service Request (ASR), you need to

Mark for
0. 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 Review
ASR qualified, ASR install process can be performed (1) Points
on the asset, ASR activation process has been
completed by associating a contact in My Oracle
Support, and Service Tools Bundle is installed.

True (*)
False

Correct
Using Support Best Practices for Hardware & Software
(Answer all questions in this section)

4 How can collected data help you when you create a

1. 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
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 identifies upcoming configuration changes that
you can share with the Support Engineer

Correct

4 You can view Health Recommendations in My Oracle

2. Support before you enable a collection mechanism.

Mark for
Review
(1) Points

True
False (*)

Correct

4 You have a planned outage window at the end of the

Mark for
3. quarter. You can access features available in My
Oracle Support that will enable you to make decisions
Review
about which patches to install
(1) Points

True (*)
False

Correct

Create and Manage Service Requests

(Answer all questions in this section)

4 You were able to resolve a Service Request before

4. Oracle Support came back with a suggested solution.

Mark for

What should you do?

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

4 Users create a new Service Request by moving

5. through a structured step-by-step process that starts
by asking the User to identify the Severity before
describing the problem

Mark for
Review
(1) Points

True
False (*)

Correct
Create and Manage Service Requests
(Answer all questions in this section)

4 If you select Severity 1 for your issue, you will need to

Mark for
6. provide a management contact in the workflow, and
your identified manager will be contacted by Oracle
Review
Support
(1) Points

True (*)
False

Correct

4 Which of the following is NOT an acceptable way to

7. send data to Oracle?

Mark for
Review
(1) Points

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

4 You are in the process of logging a new Service

8. Request. During Step 2 (Solutions), you see a solution
that does resolve your issue. What should you do next?

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) (*)

Mark for
Review
(1) Points

None of the above

Correct

4 A recommended best practice is to organize all the

9. 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

5 When should Severity 1 be selected?

0.

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

5 I am able to create a new Service Request using the

1. Mobile My Oracle Support interface

Mark for
Review
(1) Points

True
False (*)

Correct

5 The Customer User Administrator for my organization is

2. 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

5 How do you access Mobile My Oracle Support?

3.

Mark for
Review
(1) Points

You access it from http://support.oracle.mobi (*)

You have to download the app from the primary portal
and load it to your smart phone
There is a button on My Oracle Support homepage
that allows you to jump to the mobile application
You open a Service Request and ask for special
privileges

Correct

5 The two main functions you can accomplish in My Oracle

4. Support Mobile are to view and update Service Requests
and search the knowledge base

Mark for
Review
(1) Points

True (*)
False

Correct

5 What is the best description of Mobile My Oracle

5. 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
Mobile My Oracle Support
(Answer all questions in this section)

56 You receive a Tweet from Oracle while you are in a

Mark for
. meeting. There is some interesting information about one
of your products. You can quickly log into Mobile My Oracle
Review
Support and search the knowledge base to get more
details to share with your colleagues during the meeting. (1) Points

True (*)
False

Correct

Oracle Support Policies

(Answer all questions in this section)

57 What is the best approach to resolve the issue of not

. being able to download a specific patch for a Product
(after the Support Date has passed).

Contact your Oracle Sales representative and purchase

Extended Software support for your product that needs
patching (*)

Mark for
Review
(1) Points

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

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

Correct

58 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 Product knowledge and Oracle

Product bug fixes (*)
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

Correct

59 What are the best methods to stay informed about the

. latest information on Oracle Technical Support policies?

Mark for
Review
(1) Points

(Choose all correct answers)

Search technical support on oracle.com and review the

posted policy PDFs often (*)
Download the Oracle Technical Support Policies and
use these as your reference guide
Search in My Oracle Support for 'Technical Support
Polices' (*)
Log a Service Request and ask Support to provide
information about support policies

Correct

60 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 supportspecific content (*)
Call your Oracle Sales or Account Representative
Access oracle.com and review the support PDF and
search for support dates (*)
Log a Service Request and request information about
support dates

Correct
OCVS Overview
(Answer all questions in this section)

6 As an active OPN member, you can automatically take

1. advantage of the OCVS benefit.

Mark for
Review

(1) Points

True
False (*)

Correct

6 By participating in OCVS as either a TSANet or OPN member

2. vendors are required to enter into time consuming or costly
support or legal agreements.

Mark for
Review
(1) Points

True
False (*)

Correct

6 Which of the following are support challenges at multiple

3. vendor computing environments?

Mark for
Review
(1) Points

All of the above (*)

Complexity of MVS environments
Rising Multi-Vendor Support Activity
none of the above
Prohibitive Training Demands for technical analysts
<br><br>

Expanding call Resolution Times

Correct

6 Which of the following statements are Partner requirements

4. 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 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.
Partner must provide and maintain standard contact and
escalation information for the OCVS. (*)
Partner must provide the Mutual Customer s support
identification number when collaborating with Oracle
Support. (*)

Correct

6 A "Mutual Customer" under Oracle Collaborative Vendor

5. Support (OCVS) must have an active support contract with
BOTH Oracle and a participating Partner.

True (*)

Mark for
Review
(1) Points

False

Correct