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As a customer, you want to stay informed about ALL UPDATES to content related to My Oracle Support. Which of the following best describes the steps you would follow to locate content about what changed in the LATEST My Oracle Support release. As a user, Consider modifying your dashboard any time your role changes or you have a new product interest.
As a customer, you want to stay informed about ALL UPDATES to content related to My Oracle Support. Which of the following best describes the steps you would follow to locate content about what changed in the LATEST My Oracle Support release. As a user, Consider modifying your dashboard any time your role changes or you have a new product interest.
As a customer, you want to stay informed about ALL UPDATES to content related to My Oracle Support. Which of the following best describes the steps you would follow to locate content about what changed in the LATEST My Oracle Support release. As a user, Consider modifying your dashboard any time your role changes or you have a new product interest.
1. 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)
Consider modifying your dashboard any time your role changes or you have a new product interest (*)
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 access to all the recommended widgets by default
Add as many widgets as you can to the dashboard to maximize what you see when you login
Ask your CUA to suggest a layout
This is a key benefit of the My Oracle Support interface. Take the time to organize the content exactly the way you want to see it and use it. Make it work for you.
2. 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
3. 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
Call Oracle and log a Service Request to ask what changes have been made.
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
Correct
4. 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
5. 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 (*)
There are no user type dashboard customizations that you can select. My Oracle Support allows you to select from many widgets to create a dashboard that works uniquely for your role and interests. It is fast and easy to change it any time you want.
My Oracle Support Introduction (Answer all questions in this section)
6. 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
Incorrect
7. 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
Knowledge Search and Browse (Answer all questions in this section)
8. 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
9. 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 right information due to the large volume of Mark for Review (1) Points content returned with this approach.
True (*)
False
Incorrect
10. 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
Knowledge Search and Browse (Answer all questions in this section)
11. What is a Search Helper? Mark for Review (1) Points
A new section in the Service Request process
An option you can select under Knowledge Preferences
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 (*)
Incorrect
12. What is Advanced Search? Mark for Review (1) Points
Advanced Search allows you to refine a number of variables to significantly improve your results. Search on words or phrases using an "AND' in the search query and identify the sources. (*)
It refers to the Refine Search window on the Knowledge tab
A type of PowerView filter that you can set
Another name for the Global Search region
Correct
13. I would access 'Refine Search" on the Service Requests tab to further refine and improve my search Mark for Review (1) Points
True
False (*)
The 'Refine Search' functionality is located on the Knowledge tab
Patches and Updates (Answer all questions in this section)
14. Regardless 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
15. 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
Patches and Updates (Answer all questions in this section)
16. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the most correct method to do this? Mark for Review (1) Points
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.
Select Patches and Updates Tab > Quick Links JD Edwards > search for JD Edwards EnterpriseOne > Release is 9.1, agree to license and select search (*)
Incorrect
17. 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 the My Oracle Support Community Post a question to ask for the link to download the latest firmware patch for Netra Blade X3-2B
Log a Service Request in My Oracle Support and ask for a link to the patch to download it.
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
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. (*)
Correct
18. I can use Patch Plans and Upgrade Plans without having Oracle Configuration Manager installed. Mark for Review (1) Points
True
False (*)
Incorrect
19. You have a question about the patch you are 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
Call Oracle Support and ask a Support Engineer
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
You can log into My Oracle Support Community; however, if you are on the patching tab and are in the process of downloading, then the best
option is to trigger the request to the community from the 'start a discussion' feature.
My Oracle Support Community (Answer all questions in this section)
20. 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
Incorrect
My Oracle Support Community (Answer all questions in this section)
21. 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
22. 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
23. 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
Incorrect
24. 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
25. What 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
Correc
My Oracle Support Community
(Answer all questions in this section)
26. 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
If a posting is moved its due to the fact it is in the wrong community, the community administrators move the posting to the correct community to
ensure the SME with the knowledge can answer your posting.
Using Support Best Practices for Hardware & Software
(Answer all questions in this section)
27. From 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
Correct
28. The 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
29. 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
30. What is the best definition of a Fully Qualified Service Request? Mark for Review (1) Points
A Service Request that provides just a few facts to get Oracle Support engaged
A Service Request logged by your CUA
Only Service Requests created by ASR are considered 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 must have attached log files to be Fully Qualified
Correct
dddddddddddddddddddddddddddddddUsing Support Best Practices for Hardware & Software
(Answer all questions in this section)
31. You 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
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
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
Incorrect
Oracle Support Policies
(Answer all questions in this section)
33. 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 Support Engineers to de-code customized code and undertake script development
Access to Oracle Engineers to perform mapping business requirements to product functionality
Access to Oracle Product knowledge and Oracle Product bug fixes (*)
Access to new functionality included in Oracle Patches and Upgrades (*)
Access to My Oracle Support Community (*)
Correct
34. 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
Contact your Oracle Sales representative and purchase Extended Software support for your product that needs patching (*)
Google to see if the patch is available somewhere on the Internet
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
Correct
35. 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 (*)
Log a Service Request and request information about support dates
Use the Certifications tab and review the support-specific content (*)
Call your Oracle Sales or Account Representative
All of the answers are correct to some degree; however, the question is asking for the recommended way. As outlined in the videos, the recommended way is to use the Certifications tab or access the content on oracle.com and view the support PDFs for the latest content.
Oracle Support Policies
(Answer all questions in this section)
36. 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
All of the answers are possible options to stay informed about the Oracle Technical Support Policies; however, the best methods are 1 and 3.
ESD
(Answer all questions in this section)
37. Which items generate static electricity? Mark for Review (1) Points
Work surfaces
Clothing
People
All of the above (*)
Correct
38. Low humidity environments reduce the voltage generated from friction and moving, Mark for Review (1) Points
True
False (*)
Correct
39. The leading cause of semiconductor failure is due to? Mark for Review (1) Points
Electrostatic discharge (*)
The increased use of 45nm technology in manufacturing semiconductors
Damage during shipments
Incorrect power supply used with the system
Correct
40. Standing up can generate up to 1,400 volts. Mark for Review (1) Points
True (*)
False
Correct
ESD
(Answer all questions in this section)
41. What is the difference between a soft failure and a hard failure? Mark for Review (1) Points
Soft failures occurs in the software. Hard failures occurs in the hardware.
Hard failures represent 80% of all failures
Soft failures are easily detected and rapidly fixed. Hard failures are difficult to identify and fix.
Soft failures weaken components and is difficult to detect. Hard failures are easy to identify and trace back to ESD. (*)
Incorrect. Refer to the ESD Prevention training for more information.
42. Which of the following descriptions best defines ESD? Mark for Review (1) Points
The sudden transfer, or discharge, of electricity from one object to another. (*)
The failure of an item that would result in failure of the system.
Damage to system components due to the use of an incorrect power supply
The ability of a part to withstand a static charge without failure.
Incorrect. Refer to the ESD Prevention training for more information.
43. Why are ESD "soft failures" the most serious type of failures? Mark for Review (1) Points
The damage is immediate and easily detected
They represent 40% of all failures
The damage is not immediately noticed or detected (*)
They represent 60% of failures
Correct
44. Which of the following is NOT one of the rules for preventing ESD damage? Mark for Review (1) Points
Store and transport ESD-sensitive items in static-shielding containers
Make sure your grounding straps are not in contact with your skin. (*)
Handle electronic components only when you are properly grounded
Keep items away from electronic components
Incorrect. Refer to the ESD Prevention training for more information.
ASR
(Answer all questions in this section)
45. 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 (*)
Incorrect. The Partner should only promote the Draft Service Request if they need Oracle Support assistance to resolve the problem.
ASR
(Answer all questions in this section)
46. Which of the follow data does ASR send to Oracle? Mark for Review (1) Points
(Choose all correct answers)
hostname (*)
serial number (*)
fault event code (*)
IP address
Incorrect.
47. 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
Create Service Request privilege on the end-customer Support Identifer
Administrator privilege on the Partner Support Identifier (*)
View Asset privilege on the end-customer Support Identifier
Correct
48. 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
Customer
Oracle Service Deliver Partner (*)
Oracle Field Engineer
Correct
49. Oracle customers can ony install one ASR Manager per Oracle Support Identifier. Mark for Review (1) Points
True
False (*)
Incorrect. Customers can install multiple ASR Managers to meet their organization's needs.
50. A pre-requisite for activting ASR for an asset is providing a Contact name in My Oracle Support. Which Support Identifier privileges are required for the My Oracle Support user selected as a Contact? Mark for Review (1) Points
(Choose all correct answers)
View Asset (*)
Administrator
Create Service Request (*)
Incorrect.
ASR (Answer all questions in this section)
51. For assets managed by Oracle Service Delivery Partners:Who can be a Contact for a Partner-managed ASR asset? Mark for Review (1) Points
Oracle Field Engineer
My Oracle Support user with Create Service Request privilege on the end- customer Support Identifier
My Oracle Support user with "Create Service Request" and "View Asset" privileges on the Partner Support Identifer (*)
Correct
52. For which of the following event types does ASR create Service Requests? Mark for Review (1) Points
(Choose all correct answers)
OS crash
File system full
Firmware needs to be updated
Power supply faults (*)
Fan failures (*)
Incorrect.
53. 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
54. For assets managed by Oracle Service Delivery Partners:What kind of Service Request does ASR create when faults are detected on Partner-managed ASR Assets? Mark for Review (1) Points