Professional Documents
Culture Documents
1. Copies of the Technical Support policies can only be requested from your Premier
Support rep Mark for Review
(1) Points
True
False (*)
Corrrect
2. As a My Oracle Support User, where can I check my Support Identifiers and Customer
User Administrators? Mark for Review
(1) Points
Corrrect
Corrrect
4. An Oracle best practice for the Customer User Administrator role is to:
Mark for Review
(1) Points
Corrrect
OCVS Overview
(Answer all questions in this section)
Correct
6. Under the OCVS model, a customer calls a vendor for a technical problem.
While the support analyst decides involvement from another vendor, he will Mark for Review
log an SR to the other vendor, then customer follows the other verndor's SR (1) Points
process.
True
False (*)
Correct
7. Which of the following statements reflect the value proposition to our Mutual
Customers as a result of Oracle Collaborative Vendor Support (OCVS)? Mark for Review
(1) Points
Correct
True
False (*)
Correct
My Oracle Support
(Answer all questions in this section)
Correct
11. You have been actively reviewing and updating a specific product thread in
My Oracle Support Community. A recent posting has successfully answered Mark for Review
your question. How do you mark this answer Correct? (1) Points
12. What is the relationship between your SSO and My Oracle Support accounts?
Mark for Review
(1) Points
You must apply for your SSO login before you can obtain a My Oracle
Support account (*)
You can log into My Oracle Support without a SSO login
You must apply for a My Oracle Support account before obtaining a
SSO login
There is no relationship
Correct
Review the Knowledge Articles region on the Knowledge Base tab (*)
Check the News section on your Dashboard
Create an Advanced Search
Look at Recently Viewed in the Knowledge Base region
None of the above
Correct
14. What products can make use of the Patch Recommendations region in My
Oracle Support? Mark for Review
(1) Points
All Products
All products supported by Oracle Configuration Manager (*)
Oracle E-Business Suite and Oracle Database products
JD Edwards product line
None of the above
Correct
15. You have created a new PowerView for the E-Business Suite product line and
Solaris platform. What limitations (if any) apply to this PowerView when Mark for Review
propagated within My Oracle Support? (1) Points
16. If the Support Engineer working on your Service Request is located on the
opposite side of the world, in a remote location causing long delays between Mark for Review
responses your best course of action is to (1) Points
Close the existing Service Request and then submit a new Service
Request in the hope that this time it will be assigned to a Support
Engineer who is located closer to your time zone.
Initiate an escalation
Make a request to have your Service Request reassigned to another
Support Engineer who is located closer to your time zone. (*)
Change the Severity
None of the above
Correct
True
False (*)
Correct
18. Can you identify the features available to you via your Oracle Single Sign-on
(SSO) account? Mark for Review
(1) Points
20. Identify the data repositories that are accessed when using the search
feature in Mobile My Oracle Support Mark for Review
(1) Points
Just the knowledge base
Knowledge base and bug database (*)
Just the bug database
Bug database and My Oracle Support Community
None of the above
21. When a customer is monitoring their Service Requests, the most desirable
status is 'Automatically Closed/Closed Initiated' Mark for Review
(1) Points
True
False (*)
Correct
A valid email address, valid Support Identifier (SI), and SSO account (*)
A valid email address and SSO account
Valid support identifier
CUA approval
None of the above
True (*)
False
Correct
24. A best practice when creating new Service Requests is to provide:
Mark for Review
(1) Points
True
False (*)
26. The Knowledge Base filter in My Oracle Support allows users to search by:
Mark for Review
(1) Points
Correct
27. You found an issue with your installed product and want to log a new
Service Request. What access do you need in My Oracle Support? Mark for Review
(1) Points
28. Your system must meet the following requirements to be able to run Oracle
Web Conferencing Mark for Review
(1) Points
29. Oracle Collaborative Support uses industry standard Secure Socket Layer, or
SSL, with 128-bit encryption for transmitting encrypted data securely. Mark for Review
(1) Points
True (*)
False
Correct
30. When you enroll for a free eSeminar, the Conference Key is sent through a
confirmation email. Mark for Review
(1) Points
True (*)
False
Incorrect. Refer to the Collaborative Support Program Overview
training for more information.
31. A Customer should ensure the following before requesting for a Service Request
Escalation Mark for Review
(1) Points
Incorrect. Refer to the 'How to Escalate a Service Request within Oracle Support'
training for more information.
Incorrect. Refer to the 'How to Escalate a Service Request within Oracle Support'
training for more information.
34. Benefits of Customer Soft-Skills training program will enable partners to:
Mark for Review
(1) Points
True (*)
False
Correct
36. Effective Communication skills are NOT essential in developing satisfied customers.
Mark for Review
(1) Points
True
False (*)
Incorrect. Refer to the 'Customer Service Soft-skills Training Best Practices'
training for more information.
37. It is good communication practice to train staff to shield customers from internal
issues – maintain professionalism and confidence when in front of customer if internal Mark for Review
roadblocks are encountered. (1) Points
True (*)
False
Correct
38. To help build an effective customer service model for your business it’s important to
identify and build an effective communication and knowledge model based on the Mark for Review
similarities and common characteristics of your customers. (1) Points
True (*)
False
Correct