Test: PeopleSoft Enterprise PeopleTools Support Specialist Assessment

This 60-question assessment test is the final component of the PeopleSoft Enterprise PeopleTools Support Specialist guided learning path. This assessment will allow you to test your nowledge level of the information learned from the PeopleSoft Enterprise PeopleTools Support courses. Passing a >80% of this assess ment ma es you eligible to become a PeopleSoft Enterprise PeopleTools Support Sp ecialist. (v2.0) Creating Customer Value (Answer all questions in this section) 1. This region where we push important information from Oracle to our custome rs about what is happening within support, about critical patches that have beco me available, about significant changes that may be occurring within support. Mar for Review (1) Points

Brea ing News region (*) News region Service Request region Getting started region Draft Service Request region Incorrect, refer to the Creating Customer Value training for more informat ion 2. This region contains a brea down of the different environments including h ow the software is distributed among different hosts, database versions, applica tion server versions, and applications. Mar for Review (1) Points Inventory and Usage region (*) News Region Getting started region Service Request region Draft Service Request region Incorrect, refer to the Creating Customer Value training for more informat ion

Review your answers, feedbac , and question scores below. An asteris tes a correct answer.

(*) indica

3. This stage of Life time Support provides maintenance and support of Oracle database, middleware, and application products for 5 years from their general a vailability date. Mar for Review (1) Points Lifetime Support Policy Premier Support (*) Extended support Sustaining Support None of the above Corrrect 4. It is a support capability that automates the exchange of configuration in formation 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. Mar for Review (1) Points Remote Diagnostcs Agent Upgrade wizard Change assistant Support Diagnostics tool Configuration Manager (*) Corrrect 5. Product Information Centers are one stop shops maintained within our nowl edge base that contain information about specific products and releases. Mar for Review (1) Points True (*) False Incorrect, refer to the Creating Customer Value training for more informat ion 6. Our main focus in Support is to assist in minimizing any disruptions to yo ur system. We do this through Mar for Review (1) Points (Choose all correct answers) Problem Avoidance through the Configuration manager health chec s (*)

Self Service Resolution - resolving problems without the need to contact Or acle Support (*) Reduction in resolution time - minimizing the time spent to resolve an issu e (*) Answers 1 & 2 only None of the above Incorrect, refer to the Creating Customer Value training for more informat ion 7. To customize the Regions on the Main Dashboard you can drag-and-drop those you want included and rearrange them according to how you want them to show up. Within the Content of a Region you can do the following: (Choose all that appli es) Mar for Review (1) Points (Choose all correct answers) Resize, re-order, sort, add or remove the region (*) Minimize or maximize the region (*) Group the content within the region (*) Export directly to a CSV file or Print a view. (*) Each region is context-sensitive with right-clic menus. (*) Incorrect, refer to the Creating Customer Value training for more informat ion 8. Customer Success Self-Assessment is an online tool designed to share Globa l Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance Mar for Review (1) Points True (*) False Corrrect

(Choose all correct answers) It is an easy to navigate, web-based portal that provides personalized, pro active, and collaborative support. (*)

9. List all benefits of using My Oracle Support. (1) Points

Mar

for Review

It is Oracle's next generation support platform. (*) It is the single point-of-entry for all interactions with Oracle Support (* ) Provides you access to the My Oracle Support Community, where you can parti cipate in discussions, and exchange nowledge with an extensive networ of peers and Oracle experts. (*) Answers 1,2 & 3 only Incorrect, refer to the Creating Customer Value training for more informat ion 10. From this region you can drill down to specific dashboard where you will find the details on what each health chec was loo ing at, the potential system issues, what ris is involved with the current setting and suggestions for how t o mitigate that ris . Mar for Review (1) Points Draft Service Request region Service Request region System Health Region (*) Getting started region News Region Incorrect, refer to the Creating Customer Value training for more informat ion

Page 1 of 6 Next Summary

Test: PeopleSoft Enterprise PeopleTools Support Specialist Assessment

This 60-question assessment test is the final component of the PeopleSoft Enterprise PeopleTools Support Specialist guided learning path. This assessment will allow you to test your nowledge level of the information learned from the PeopleSoft Enterprise PeopleTools Support courses. Passing a >80% of this assess ment ma es you eligible to become a PeopleSoft Enterprise PeopleTools Support Sp ecialist. (v2.0) Creating Customer Value (Answer all questions in this section)

Review your answers, feedbac , and question scores below. An asteris tes a correct answer.

(*) indica

11. This is Oracle's simple, predictable, and the most comprehensive policy a vailable, it helps drive your business by putting you in control of your upgrade strategy success. Mar for Review (1) Points Lifetime Support Policy (*) Premier Support Extended support Sustaining Support None of the above Incorrect, refer to the Creating Customer Value training for more informat ion

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. While in Sustaining Support, the pricing is equal to pricing as if in Pre mier Support Mar for Review (1) Points True (*) False Corrrect 13. Certifications with most New Third Party Products/Versions are covered un der which level(s) of support? Mar for Review (1) Points Premier Support (*) Extended Support Sustaining Support Premier & Extended Support None of the Above Incorrect. Refer to the Lifetime Support training for more information. 14. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. Mar for Review (1) Points True

False (*) Corrrect

MVSP Overview (Answer all questions in this section) 15. Which of the following statements reflect the value proposition to our Mu tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mar fo r Review (1) Points (Choose all correct answers) Increases the time to implementation for multi-vendor solutions. Provides enhanced support value for multi-vendor implementations. (*) Improves response by having all parties involved in the collaboration. (*) Strives to prevent the frustration of roves overall satisfaction. (*) finger-pointing between vendors and imp

Increases the ris and costs associated with owning multi-vendor solutions.

Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

True False (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 17. Under MVSP model, customer call a vendor for a problem. While the support analyst decides involvement from another vendor, he will log SR to another vend or, then customer follow the SR to another vendor. Mar for Review (1) Points True False (*) Correct

16. MVSP can be a replacement for support (1) Points

Mar

for Review

18. Which of the following is the support challenges at the multiple vendor c omputing environment? Mar for Review (1) Points Complexity of MVS environments Rising Multi-Vendor Support Activity Expanding call Resolution Times Prohibitive Training Demands for technical analysts none of the above (*) Correct 19. Which of the following statements regarding enrollment in the Multi-Vendo r Support Program (MVSP) is NOT true? Mar for Review (1) Points Useful MVSP enrollment information can be found on the OPN portal under Supp ort > Learn About Support Offerings and Benefits. A Partner should enroll in the MVSP proactively if they provide support serv ices to mutual customers. The MVSP is offered as a value-added benefit at no additional costs to Oracl e Partners as part of their OPN membership. Enrollment in the MVSP is easy by selecting the "Join Now" lin from the MVS P portal page on OPN. A partner should wait to enroll in the MVSP until they encounter a multi-ven dor support issue from a mutual customer. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

Oracle Support Basics (Answer all questions in this section)

The SR has been immediately escalated The Support Manager has been alerted The SR raised at a severity that correctly reflects the business impact (*) An OCS session has been immediately arranged

20. When an SR is raised, what should you chec ? (1) Points

Mar for Review

Correct

Previous Page 2 of 6 Next Summary

Test: PeopleSoft Enterprise PeopleTools Support Specialist Assessment

This 60-question assessment test is the final component of the PeopleSoft Enterprise PeopleTools Support Specialist guided learning path. This assessment will allow you to test your nowledge level of the information learned from the PeopleSoft Enterprise PeopleTools Support courses. Passing a >80% of this assess ment ma es you eligible to become a PeopleSoft Enterprise PeopleTools Support Sp ecialist. (v2.0) Oracle Support Basics (Answer all questions in this section) 21. If you wish to escalate further up the Oracle Management chain what must you have in place? Mar for Review (1) Points Escalation contacts further up your internal organisation (*) OCS session arranged An additional business case Authorisation from your Oracle Account Manager Incorrect, refer to the Oracle Support Basics training for more informatio n 22. Which severity should a SR be raised at if there if a minor impact on the business? Mar for Review (1) Points Severity 4 Severity3 (*) Severity1 Severity 2 Correct

23. What is the most effective way to escalate a SR?

Mar

for Review

Review your answers, feedbac , and question scores below. An asteris tes a correct answer.

(*) indica

(1) Points Call into Support Via your Oracle Account Manager Update SR in My Oracle Support and then call into Support (*) Update My Oracle Support Incorrect, refer to the Oracle Support Basics training for more informatio n 24. Which of the following does not apply to Oracle Collaborative Support? Mar for Review (1) Points

Used by Support Engineers for real time viewing of error messages and log an d trace files Accessed via My Oracle Support Incorrect, refer to the Oracle Support Basics training for more informatio n 25. True or False? Escalating an SR and raising the severity of a SR have exa ctly the same impact Mar for Review (1) Points True False (*) Correct

24x7 availability to wor with Support (*) Ability to provide remote access via OCS Oracle Consultant onsite SR Escalation Correct

26. To request Severity 1 Support what should you have in place? eview (1) Points

Used by Support Engineers for problem verification Used by Support Engineers to demonstrate functionality (*)

Mar

for R

My Oracle Support (Answer all questions in this section)

(Choose all correct answers) Host Name, Lifecycle, Platform and Product (*) SR Owner, SR Creation Date, SR Closure Date Support Identifier, System Description, System Name (*) Custom System Properties (*) None of the Above Incorrect. Refer to the Using PowerView in My Oracle Support training for more information

True (*) False Corrrect

My Oracle Support Community (Answer all questions in this section) 29. This is the region where My Oracle Support Community member can see event s of interest to all community members are highlighted. Mar for Review (1) Points The Recent content region The Events region (*) The Headlines region The Sptolight region The News and Announements region Incorrect. Refer to the My Oracle Support Community training for more info rmation.

28. Lifecycle PowerView Filter requires Configuration (1) Points

Mar for Review

27. The following filters are available in PowerView (1) Points

Mar

for Review

30. Your Personal Information region in User Profile in My Oracle Support Com munity contains Mar for Review (1) Points (Choose all correct answers) Name (*) Email (*) Phone (*) Race None of the Above Correct

Previous Page 3 of 6 Next Summary

Test: PeopleSoft Enterprise PeopleTools Support Specialist Assessment

This 60-question assessment test is the final component of the PeopleSoft Enterprise PeopleTools Support Specialist guided learning path. This assessment will allow you to test your nowledge level of the information learned from the PeopleSoft Enterprise PeopleTools Support courses. Passing a >80% of this assess ment ma es you eligible to become a PeopleSoft Enterprise PeopleTools Support Sp ecialist. (v2.0) My Oracle Support Community (Answer all questions in this section) 31. Care must be ta en as once you subscribe in My Oracle Support Community, you will not be allowed to modify your subscription. Mar for Review (1) Points True False (*) Incorrect. Refer to the My Oracle Support Community training for more info rmation. 32. Participation in My Oracle Community has some guidelines. My Oracle Suppo rt Community is NOT for: Mar for Review (1) Points

Review your answers, feedbac , and question scores below. An asteris tes a correct answer.

(*) indica

(Choose all correct answers) Resolving issues which may be time sensitive. (*) Disparaging Oracle, its products, employees, customers, partners or anyone else. (*) Interacting with other members of the Oracle Support community. Sharing offensive or inappropriate material. (*) Sharing your ideas about Oracle and our products. Incorrect. Refer to the My Oracle Support Community training for more info rmation. 33. This is the region where My Oracle Support Community members can follow a s their ran grows through their continued community participation. Mar for R eview (1) Points

The News and Announements region The Tags region The Getting started region The Recent content region Correct 34. By default everyone s Tags in My Oracle Support Community will be displayed in the left hand column of the Tag Cloud Region Mar for Review (1) Points True (*) False Correct

Oracle Collaborative Support Program (Answer all questions in this section) 35. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. Mar for Review (1) Points True (*)

The Ran

region (*)

False Correct

Save a screen snapshot Share an application Share Document Draw on the whiteboard All of the above (*) Correct 37. Which of the following are the benefits of using Oracle Collaborative Sup port ? Mar for Review (1) Points (Choose all correct answers) Faster resolution of issues (*) Provide training on how to use a Product Improve Customer Satisfaction (*) Provide customer with license discounts All of the above Incorrect. Refer to the Collaborative Support Program Overview training fo r more information.

Oracle Configuration Manager (Answer all questions in this section)

Dynamically generated reports based on the systems information gathered by s upport agent. (*) Manually run reports based on the systems information gathered by support ag ent. Another name for RDA output.

38. What is a healthchec ? (1) Points

Mar for Review

36. Oracle Web Conferencing allows you to do the following (1) Points

Mar

for Review

One of the Support offerings available to ACS customers. Dynamically generated reports based on the output of Support Diagnostics. Incorrect. Refer to the Software Config Manager training for more informat ion.

(Choose all correct answers) Critical alerts associated with a configuration. (*) Lin s to documentation. (*) Lin s to the bug description. (*) Incorrect. Refer to the Software Config Manager training for more informat ion.

(Choose all correct answers) Software versions (*) User login data Hardware details (*) Business data Operating system information (*) Incorrect. Refer to the Software Config Manager training for more informat ion.

Previous Page 4 of 6 Next Summary Test: PeopleSoft Enterprise PeopleTools Support Specialist Assessment

This 60-question assessment test is the final component of the PeopleSoft Enterprise PeopleTools Support Specialist guided learning path. This assessment will allow you to test your nowledge level of the information learned from the

Review your answers, feedbac , and question scores below. An asteris tes a correct answer.

40. What is included in a configuration? (1) Points

Mar

for Review

39. What do product alerts provide you with? (1) Points

Mar

for Review

(*) indica

PeopleSoft Enterprise PeopleTools Support courses. Passing a >80% of this assess ment ma es you eligible to become a PeopleSoft Enterprise PeopleTools Support Sp ecialist. (v2.0) My Oracle Support Community (Answer all questions in this section) 31. Care must be ta en as once you subscribe in My Oracle Support Community, you will not be allowed to modify your subscription. Mar for Review (1) Points True False (*) Incorrect. Refer to the My Oracle Support Community training for more info rmation. 32. Participation in My Oracle Community has some guidelines. My Oracle Suppo rt Community is NOT for: Mar for Review (1) Points (Choose all correct answers) Resolving issues which may be time sensitive. (*) Disparaging Oracle, its products, employees, customers, partners or anyone else. (*) Interacting with other members of the Oracle Support community. Sharing offensive or inappropriate material. (*) Sharing your ideas about Oracle and our products. Incorrect. Refer to the My Oracle Support Community training for more info rmation. 33. This is the region where My Oracle Support Community members can follow a s their ran grows through their continued community participation. Mar for R eview (1) Points

The News and Announements region The Tags region The Getting started region The Recent content region Correct

The Ran

region (*)

34. By default everyone s Tags in My Oracle Support Community will be displayed in the left hand column of the Tag Cloud Region Mar for Review (1) Points True (*) False Correct

Oracle Collaborative Support Program (Answer all questions in this section) 35. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. Mar for Review (1) Points True (*) False Correct

Save a screen snapshot Share an application Share Document Draw on the whiteboard All of the above (*) Correct 37. Which of the following are the benefits of using Oracle Collaborative Sup port ? Mar for Review (1) Points (Choose all correct answers) Faster resolution of issues (*) Provide training on how to use a Product Improve Customer Satisfaction (*)

36. Oracle Web Conferencing allows you to do the following (1) Points

Mar

for Review

Provide customer with license discounts All of the above Incorrect. Refer to the Collaborative Support Program Overview training fo r more information.

Oracle Configuration Manager (Answer all questions in this section)

Dynamically generated reports based on the systems information gathered by s upport agent. (*) Manually run reports based on the systems information gathered by support ag ent. Another name for RDA output. One of the Support offerings available to ACS customers. Dynamically generated reports based on the output of Support Diagnostics. Incorrect. Refer to the Software Config Manager training for more informat ion.

(Choose all correct answers) Critical alerts associated with a configuration. (*) Lin s to documentation. (*) Lin s to the bug description. (*) Incorrect. Refer to the Software Config Manager training for more informat ion.

(Choose all correct answers) Software versions (*) User login data Hardware details (*)

40. What is included in a configuration? (1) Points

Mar

for Review

39. What do product alerts provide you with? (1) Points

38. What is a healthchec ? (1) Points

Mar for Review

Mar

for Review

Business data Operating system information (*) Incorrect. Refer to the Software Config Manager training for more informat ion.

Previous Page 4 of 6 Next Summary Test: PeopleSoft Enterprise PeopleTools Support Specialist Assessment

This 60-question assessment test is the final component of the PeopleSoft Enterprise PeopleTools Support Specialist guided learning path. This assessment will allow you to test your nowledge level of the information learned from the PeopleSoft Enterprise PeopleTools Support courses. Passing a >80% of this assess ment ma es you eligible to become a PeopleSoft Enterprise PeopleTools Support Sp ecialist. (v2.0) Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section) 41. What ind of performance impact can be expected on the system while the O CM collector is running? Mar for Review (1) Points Increased degradation with increased number of collection Severe degradation because of the heavy tracing involved Improved performance Negligible impact (*)

Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information. 42. Which tab in My Oracle Support should you use to access materials regardi ng the Configuration Manager? Mar for Review (1) Points Knowledge Configuration Patches and Updates

Tolerable degradation if executed off-pea

hours

Review your answers, feedbac , and question scores below. An asteris tes a correct answer.

(*) indica

Service Requests Collector (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information. 43. Comparing configuration data between two dates, I will not be able to see contents that has been removed Mar for Review (1) Points True False (*) Correct 44. Customers need to pay a certain percentage of extra support fee on top of the premier support to enjoy the features of the Configuration Manager Mar f or Review (1) Points True False (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information. 45. 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 Mar for Review (1) Points

True (*) False Correct

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) 46. To associate your Service Request with a System Configuration, you can Mar for Review (1) Points

(Choose all correct answers)

choose the System/Configuration Autofill option when logging a Service Requ est (*) From the Main Dashboard, Right Mouse Clic on the System Configuration and choose the Create SR option. (*) Call Oracle Support to request associate configuration to a service request

Incorrect. Refer to the Service Request Priority Routing Using Configurati on Manager training for more information.

How to Escalate a Service Request within Oracle Support (Answer all questions in this section)

(Choose all correct answers) you encounter a critical roadbloc (*) 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 Incorrect. Refer to the How to Escalate a Service Request within Oracle Su pport training for more information. 48. If you wish to escalate further up the Oracle Management chain what must you have in place? Mar for Review (1) Points Authorisation from your Oracle Account Manager OCS session arranged Escalation contacts further up your internal organisation (*) An additional business case Incorrect. Refer to the How to Escalate a Service Request within Oracle Su pport training for more information.

47. You should consider escalating an SR when (1) Points

From the Service Request tab, clic Configuration"

the button "Create Service Request with

Mar

for Review

Customer Service Soft-s ills Training Best Practices (Answer all questions in this section) 49. Mastering and achieving great customer service and communication s ills w ith your customers will build Customer Loyalty Mar for Review (1) Points True (*) False Correct 50. What the customers want? Customers want and expect the following from Ora cle and it s partners. Select all that applies. Mar for Review (1) Points (Choose all correct answers) Be the Center of Attention when they have Needs priority and attention when issues arise. (*) they want to feel they have

expect us to be proactive and to anticipate their wants and needs (*)

Effectively read customer s preferred communication style (*) None of the above Correct

Previous Page 5 of 6 Next Summary

Test: PeopleSoft Enterprise PeopleTools Support Specialist Assessment

This 60-question assessment test is the final component of the PeopleSoft Enterprise PeopleTools Support Specialist guided learning path. This assessment will allow you to test your nowledge level of the information learned from the PeopleSoft Enterprise PeopleTools Support courses. Passing a >80% of this assess ment ma es you eligible to become a PeopleSoft Enterprise PeopleTools Support Sp ecialist. (v2.0) Customer Service Soft-s ills Training Best Practices

Review your answers, feedbac , and question scores below. An asteris tes a correct answer.

(*) indica

staff needs to be proficient in all available communication options and w when to appropriately use each (*)

no

(Answer all questions in this section) 51. Customer Loyalty propels your company forward increasing sales and profit ability. Mar for Review (1) Points True (*) False Correct 52. When reviewing communication standards in your company it s important to re view and address the following subject. List all that applies. Mar for Review (1) Points (Choose all correct answers) Develop protocol for conducting and managing conference calls (*) Use different vocabularies for addressing managers vs high tech database ad ministrator (*) Understand how to properly address conflict and issues to defuse emotion (* )

Observe proper etiquette in address customers. (*) Incorrect. Refer to the Customer Service Soft-s ills Training Best Practic es training for more information.

Change Assistant Tool automates the Process of Applying Maintenance (Answer all questions in this section) 53. When using the Change Assistant, must you apply each patch individually? Mar for Review (1) Points True False (*) Corrrect

Oracle's Performance Monitor Tool (Answer all questions in this section)

Spea

in a tone that offers support and confidence. (*)

54. What is the minimum required version to use the Performance Monitor for J D Edwards EnterpriseOne System? Mar for Review (1) Points Any version 7.x 8.8 9.1 8.95 (*) Incorrect. Refer to the Oracle's Performance Monitor Tool training for mor e information. 55. For the JD Edwards EnterpriseOne System, the Performance Monitor agent wi ll reside on the following elements Mar for Review (1) Points (Choose all correct answers) Application Database (*) Application Server (*) Client side Web Server (*) All of the above Incorrect. Refer to the Oracle's Performance Monitor Tool training for mor e information. 56. What is the components that ma e up the Peoplesoft Enterprise Performance Monitor? Mar for Review (1) Points (Choose all correct answers) Monitoring agent (*) Monitoring system (*) Monitoring repository Monitoring analyzer All of the above Incorrect. Refer to the Oracle's Performance Monitor Tool training for mor e information.

57. Peoplesoft Enterprise Performance Monitor tools can be used to analyze hi storical data such as causes of system slow down the night before etc. Mar fo r Review (1) Points True (*) False Correct

Previous Page 6 of 6 Summary