1.

This stage of Life time Support provides technical support, including access to our online support tools, knowledge bases, and technical support experts. It is available for as long as you license your Oracle products.

Mark for Review (1) Points

Lifetime Support Policy Premier Support Extended support Sustaining Support (*) None of the above Corrrect 2. This region allows for quick and easy monitoring of all your open issues right at the dashboard. Knowledge region Service Requests region (*) News region Draft Service Request region Getting started region Corrrect 3. It is a support capability that automates the exchange of configuration information between Oracle Support and our customers, enabling proactive detection of issues our customers may encounter, and allowing for faster resolution times in instances where you do run into an issue. Support Diagnostics tool Remote Diagnostcs Agent Mark for Review (1) Points Mark for Review (1) Points

Configuration Manager (*) Change assistant Upgrade wizard Corrrect 4. This resource brings you news, technical content, and technical updates from the various Oracle Support teams. They are created for the purpose of enhancing your service experience with Oracle Support by proactively providing you with valuable information. Customer Services Catalog Sustaining Support Transfer of Information (TOI) Newsletters (*) Lifetime Support Policy Corrrect 5. This training resource is built for practical real-world situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment. Oracle By Example (OBE) (*) Sustaining Support Customer Services Catalog Newsletters Transfer of Information (TOI) Incorrect, refer to the Creating Customer Value training for more information 6. This is another resource containing recorded discussions during which development outlines functionality included within new product releases. Sustaining Support Customer Services Catalog Transfer of Information (TOI) (*) Lifetime Support Policy Newsletters Incorrect, refer to the Creating Customer Value training for more information 7. This online assessment tool is designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance with the goal to help customers get maximum value from their Oracle investments Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points

Customer Success Self-Assessment (*) Newsletters Customer Services Catalog Transfer of Information (TOI) Sustaining Support Corrrect 8. Identify the support model described: This support model centered around reactively working customer issues. You work with support on the issue, identify a solution, and then move to implement that solution. Traditional support model (*) Pro-active support model Predictive support model None of the above All of the above Correct 9. To customize the Regions on the Main Dashboard you can drag-anddrop those you want included and rearrange them according to how you want them to show up. True (*) False Correct 10. This a a resource available in oracle.com that provides full list of services, which presents to customers the complete portfolio of Oracle Customer Services making it easier to find the right services based on their solution lifecycle needs. Lifetime Support Policy Newsletters Sustaining Support Customer Services Catalog (*) Transfer of Information (TOI) Corrrect 11.Identify the support model described: This support model support software Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points

defects are identified and customers are automatically notified of the potential problem and its impact. Traditional support model Pro-active support model Predictive support model (*) None of the above All of the above Correct

Oracle's Lifetime Support Policy

(Answer all questions in this section) 12. Extended Support has a what % uplift over the current Premier support fee for the first year of the Extended Support period. 15% 5% 20% 10% (*) 2% Incorrect. Refer to the Lifetime Support training for more information. 13. Certifications with most New Third Party Products/Versions are covered under which level(s) of support? Premier Support (*) Extended Support Sustaining Support Premier & Extended Support None of the Above Corrrect 14. Premier Support Extends for how many years after a product's release? Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points

10 years 8 Years 5 years (*) No limit 1 Year Corrrect

MVSP Overview
(Answer all questions in this section) 15. which year was TSANet established? Mark for Review (1) Points

1990 1991 1993 (*) 1994 1992 Correct 16. There are no call restrictions with other members at the TSANet Mission Critical level True (*) False Correct 17. To support mutual customer, MVSP vendor must use customer's CSI to log SR to Oracle to ensure that the customer is a current Oracle support customer True False (*) Correct 18. A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with BOTH Oracle and a participating Partner. True (*) False Correct 19. As an active OPN member, you are automatical become OPNMVSP benefit. Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points

True False (*) Correct

Oracle Support Basics

(Answer all questions in this section) 20. Which is a valid name of a diagnostic tool for Oracle Server? Mark for Review (1) Points

SR (Service Request) RDA (Remote Diagnostic Agent) (*) Configuration Manager OWC (Oracle Webconference) Correct 21.Which severity should a SR be raised at if there if a minor impact on the business? Mark for Review (1) Points

Severity1 Severity3 (*) Severity 4 Severity 2 Correct 22. When should a SR severity be changed? Mark for Review (1) Points

Never When the impact on the business changes (*) When escalating a SR As soon as the SR is opened Correct 23. Which of the following is not a benefit of the Oracle Diagnostic Tools? Mark for Review (1) Points

Application customers can run proactive tests

Customer can log an SR and leave all action with Oracle until resolved (*) Reduces SR ping-pong Captures customer configuration information Correct 24. True or False? The first level of escalation will bring Support Management attention to your SR True (*) False Correct Mark for Review (1) Points

My Oracle Support
(Answer all questions in this section) 25. Oracle recommends that customers install CPU Patches immediately Mark for Review (1) Points

True (*) False Corrrect 26. How many filters can you add using PowerView Mark for Review (1) Points

None 1 5 10 As many as you need (*) Corrrect 27. Lifecycle PowerView Filter requires Configuration Mark for Review (1) Points

True (*) False Corrrect 28. In what ways can you customize your dashboard Mark for Review (1) Points

Minimize and maximize regions Drag and drop regions

Sort attributes ascending or descending None of the above All of the above (*) Incorrect. Refer to the My Oracle Support training for more information.

My Oracle Support Community

(Answer all questions in this section) 29. Your Personal Information region in User Profile in My Oracle Support Community contains (Choose all correct answers) Name (*) Email (*) Phone (*) Race None of the Above Correct 30. This tab in My Oracle Support Community is a way for you to organize and easily find community content. Tags tab (*) People finder tab Private Messages tab Profile tab Discussions and Documents tab Incorrect. Refer to the My Oracle Support Community training for more information. Page 3 of 6 Mark for Review (1) Points Mark for Review (1) Points

21.Which severity should a SR be raised at if there if a minor impact on the business?

Mark for Review (1) Points

Severity1 Severity3 (*) Severity 4 Severity 2 Correct 22. When should a SR severity be changed? Mark for Review (1) Points

Never When the impact on the business changes (*) When escalating a SR As soon as the SR is opened Correct 23. Which of the following is not a benefit of the Oracle Diagnostic Tools? Mark for Review (1) Points

Application customers can run proactive tests Customer can log an SR and leave all action with Oracle until resolved (*) Reduces SR ping-pong Captures customer configuration information Correct 24. True or False? The first level of escalation will bring Support Management attention to your SR True (*) False Correct Mark for Review (1) Points

My Oracle Support
(Answer all questions in this section) 25. Oracle recommends that customers install CPU Patches immediately Mark for Review (1) Points

True (*) False Corrrect 26. How many filters can you add using PowerView Mark for Review (1) Points

None 1 5 10 As many as you need (*) Corrrect 27. Lifecycle PowerView Filter requires Configuration Mark for Review (1) Points

True (*) False Corrrect 28. In what ways can you customize your dashboard Mark for Review (1) Points

Minimize and maximize regions Drag and drop regions Sort attributes ascending or descending None of the above All of the above (*) Incorrect. Refer to the My Oracle Support training for more information.

My Oracle Support Community

(Answer all questions in this section) 29. Your Personal Information region in User Profile in My Oracle Support Community contains (Choose all correct answers) Name (*) Email (*) Phone (*) Race None of the Above Correct 30. This tab in My Oracle Support Community is a way for you to organize and easily find community content. Tags tab (*) Mark for Review (1) Points Mark for Review (1) Points

People finder tab Private Messages tab Profile tab Discussions and Documents tab Incorrect. Refer to the My Oracle Support Community training for more information. Page 3 of 6

31.My Oracle Support Community is set-up using Categories, Communities, Discussions, and Threads.

Mark for Review (1) Points

True (*) False Correct 32. My Oracle Support Community members have the ability to report any abuse that may be occurring within a discussion or document True (*) False Correct 33. By default everyones Tags in My Oracle Support Community will be displayed in the left hand column of the Tag Cloud Region True (*) False Correct 34. In My Oracle Support Community, once you subscribe, all community content, including discussions, documents, community lists, and top participants will be filtered by your subscription True (*) False Correct Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points

Oracle Collaborative Support Program

(Answer all questions in this section) 35. Voice streaming enables the host to broadcast his voice to attendees, and the attendees can listen to the host either through their telephone or through their PC speakers. True (*) False Correct 36. If you encounter issues in installing Oracle Web Conference Console , you should Try using a different browser Troubleshoot using New User Test (*) Contact Oracle Support Hotline Contact your Network administrator None of the above Correct 37. In the OWC Toolbar , click on the following to enable Desktop Sharing Attendee drop down list Share 'Nothing' Conference Details button Share Entire Desktop (*) Chat icon Correct Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points

Oracle Configuration Manager

(Answer all questions in this section) 38. How are RDA generated configurations created? Mark for Review (1) Points

They are created when you install OCM. They are automatically generated when you run RDA. They are automatically created when you log an SR with an RDA output attached. (*) Oracle Support Engineers create them when they connect using OWC. Your My Oracle Support administrator creates them when they install OCM Corrrect

39. What are the different types of configurations?

Mark for Review (1) Points

(Choose all correct answers) Manually entered Automatically generated by RDA (*) Auto collected (*) Configs associated with projects All of these Incorrect. Refer to the Software Config Manager training for more information. 40. How often does OCM collect the auto-config data? Mark for Review (1) Points

Every time you log an SR against that configuration. As often as you want - you can set it up as a batch process. Every 24 hours (*) Once a week You run the OCM manually. Incorrect. Refer to the Software Config Manager training for more information. 41.Name two pro-active features of the Configuration Manager Mark for Review (1) Points

(Choose all correct answers) System Healthchecks (*) Patch Advice (*) SQL Tuning Configuration Comparison Hang Analysis Correct 42. Which tab in My Oracle Support should you use to access materials regarding the Configuration Manager? Configuration Patches and Updates Collector (*) Mark for Review (1) Points

Service Requests Knowledge Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Support training for more information. 43. Complete inventory reporting is available ONLY if we are using the Configuration Manager True (*) False Correct Mark for Review (1) Points

Service Request Priority Routing Using Configuration Manager

(Answer all questions in this section) 44. Once the Configuration information is uploaded the customer then can log Service Requests directly against an uploaded configuration right from the My Oracle Support Interface True (*) False Correct Mark for Review (1) Points

Remote Diagnostics Agents and Database Diagnostic Scripts

(Answer all questions in this section) 45. What is the minimum RDA version required to have RAC multi-node support 3.1 3.6 5.3 4.2 (*) 4.7 Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 46. Name the types of Service Requests where RDA is essential Mark for Review (1) Points Mark for Review (1) Points

(Choose all correct answers) ORA-00600 internal errors (*) Instalaltion and configuration (*)

Performance related issues (*) Upgrade media requests Answers to "How To" questions Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 47. Only Unix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RAC environment True (*) False Correct 48. New releases of the Remote Diagnostic Agent is made available on a continuous basis. Which section of the My Oracle Support portal will provide the alert for this availability? News and Notes (*) Certification Healthcheck region Collector Download Knowledge Articles Correct Mark for Review (1) Points Mark for Review (1) Points

How to Escalate a Service Request within Oracle Support

(Answer all questions in this section) 49. You should consider escalating an SR when Mark for Review (1) Points

(Choose all correct answers) you encounter a critical roadblock (*) you are dissatisfied with the resolution or response to a Service Request (*) the SR was raised with the wrong severity Project deadline is within 10 days (*) All of the above Correct 50. If you wish to escalate further up the Oracle Management chain what must you have in place? Authorisation from your Oracle Account Manager Escalation contacts further up your internal organisation (*) Mark for Review (1) Points

OCS session arranged An additional business case Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information. 41.Name two pro-active features of the Configuration Manager Mark for Review (1) Points

(Choose all correct answers) System Healthchecks (*) Patch Advice (*) SQL Tuning Configuration Comparison Hang Analysis Correct 42. Which tab in My Oracle Support should you use to access materials regarding the Configuration Manager? Configuration Patches and Updates Collector (*) Service Requests Knowledge Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Support training for more information. 43. Complete inventory reporting is available ONLY if we are using the Configuration Manager True (*) False Correct Mark for Review (1) Points Mark for Review (1) Points

Service Request Priority Routing Using Configuration Manager

(Answer all questions in this section) 44. Once the Configuration information is uploaded the customer then can log Service Requests directly against an uploaded configuration right from the My Oracle Support Interface Mark for Review (1) Points

True (*) False Correct

Remote Diagnostics Agents and Database Diagnostic Scripts

(Answer all questions in this section) 45. What is the minimum RDA version required to have RAC multi-node support 3.1 3.6 5.3 4.2 (*) 4.7 Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 46. Name the types of Service Requests where RDA is essential Mark for Review (1) Points Mark for Review (1) Points

(Choose all correct answers) ORA-00600 internal errors (*) Instalaltion and configuration (*) Performance related issues (*) Upgrade media requests Answers to "How To" questions Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 47. Only Unix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RAC environment True (*) False Correct 48. New releases of the Remote Diagnostic Agent is made available on a continuous basis. Which section of the My Oracle Support portal will provide the alert for this availability? News and Notes (*) Certification Mark for Review (1) Points Mark for Review (1) Points

Healthcheck region Collector Download Knowledge Articles Correct

How to Escalate a Service Request within Oracle Support

(Answer all questions in this section) 49. You should consider escalating an SR when Mark for Review (1) Points

(Choose all correct answers) you encounter a critical roadblock (*) you are dissatisfied with the resolution or response to a Service Request (*) the SR was raised with the wrong severity Project deadline is within 10 days (*) All of the above Correct 50. If you wish to escalate further up the Oracle Management chain what must you have in place? Authorisation from your Oracle Account Manager Escalation contacts further up your internal organisation (*) OCS session arranged An additional business case Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information. 5. This training resource is built for practical realworld situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment. Mark for Review (1) Points Mark for Review (1) Points

Sustaining Support Newsletters Transfer of Information (TOI) Oracle By Example (OBE) (*) Customer Services Catalog Incorrect, refer to the Creating Customer Value training for more information 7. Patches and Updates tabThis functionality has been completely redesigned with the migration from Metalink and Metalink 3 to My Oracle Support. This tab now provides the user with a dashboard centric, Patch Home Page allowing the user to: Mark for Review (1) Points

(Choose all correct answers) Ability to view and download patches from the Patch Recommendations and Search capability Viewing Patch and Update Information in the My Oracle Support interface (*) Identifying collections of patches which a customer might want to consider applying as a group. (*) Search for patches by Patch Number, Product, Product Family and Saved Searches through the Simple Search option (*) Provides Patch Recommendations making it easier to obtain and deploy fixes for known critical issues (*) You will be presented with information about how many customers have downloaded that particular patch. (*) Incorrect, refer to the Creating Customer Value training for more information 21. Which of the following does not apply to Oracle Collaborative Support? Mark for Review (1) Points

Used by Support Engineers to demonstrate functionality (*) Used by Support Engineers for problem verification Used by Support Engineers for real time viewing of error messages and log and trace files Accessed via My Oracle Support Incorrect, refer to the Oracle Support Basics training for more information 28. This tab in the My Oracle Support community is where your contact information including an alias can be defined and updated. Mark for Review (1) Points

Profile tab (*) Discussions tab Tags tab People finder tab Private Messages tab Incorrect. Refer to the My Oracle Support Community training for more information 31. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. Mark for Review (1) Points

True (*) False Correct 38.Looking at historical configuration data, some dates may be greyed out. Why? Mark for Review (1) Points

Older records are not preserved No collection was made on such dates (*) Weekends or public holidays Only random dates are made available All of the above Correct 39.I am able to view the system health of each system individually and not the entire enterprise at once Mark for Review (1) Points

True False (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Support training for more information. 40. While reviewing details of a configuration, I am able to create a service request without having to go to the Service Request tab in My Oracle Support True (*) False Correct 50.High Customer Satisfaction means: Mark for Review (1) Points (Choose all correct answers) Reducing the number of service requests (*) Reducing the time to resolve issues (*) Lowering the number of escalation (*) 1 & 2 only None of the above Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. Mark for Review (1) Points