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Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer.

This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist.

Creating Customer Value (Answer all questions in this section)

1. This stage of Life time Support provides provides you with an extra three

years of support for specific Oracle release for an additional fee. Mark for Re

view

(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

2. This stage of Life time Support provides technical support, including acce

ss 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 Revie

w

(1) Points

Lifetime Support Policy

Premier Support

Extended support

Sustaining Support (*)

None of the above

Corrrect

3. 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. Mark for Review

(1) Points

True (*)

False

Correct

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. Mark for Review (1) Points

Change assistant

Remote Diagnostcs Agent

Support Diagnostics tool

Upgrade wizard

Configuration Manager (*)

Corrrect

5. This is another great resource, available to you 24x7 through the Knowledg

e Tab in My Oracle Support. This provides access to our extensive database with more than 800,000 solutions covering the entire range of Oracle products. Mark for Review (1) Points

Communtiy tab

Service Request tab

Knowledge Base (*)

Dashboard tab

Patches & Updates tabb

Corrrect

6. It is an integrated, multichannel, online collaboration portal that levera

ges the latest Web 2.0 technologies to provide real-time access to Oracle s knowle dge repository. It is a venue where customers exchange knowledge with an extensi ve network of peers and Oracle experts. Mark for Review (1) Points

My Oracle Support Community (*)

DB Upgrade companion

Maintenance Wizard

Support Diagnostics Tools

Configuration manager

Corrrect

7. Identify the support model described: This support model support software

defects are identified and customers are automatically notified of the potential problem and it s impact. Mark for Review (1) Points

Traditional support model

Pro-active support model

Predictive support model (*)

None of the above

All of the above

Correct

8. 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) Mark for Review (1) Points

(Choose all correct answers)

Export directly to a CSV file or Print a view. (*)

Resize, re-order, sort, add or remove the region (*)

Minimize or maximize the region (*)

Each region is context-sensitive with right-click menus. (*)

Group the content within the region (*)

Corrrect

9. This region from the dashboard provides an overall view of system health a

cross the enterprise, configuration, or specific targets based on how you have s et up your dashboard. This region is only available to those customers who are t aking advantage of the Configuration Manager. Mark for Review (1) Points

News Region

Getting started region

Draft Service Request region

System Health Region (*)

Service Request region

Corrrect

10. This training resource is built for practical real-world situations, allo

wing you to gain valuable hands-on experience as well as use the presented solut ions as the foundation for production implementation, dramatically reducing time to deployment. Mark for Review (1) Points

Oracle By Example (OBE) (*)

Transfer of Information (TOI)

Newsletters

Customer Services Catalog

Sustaining Support

Corrrect

Page 1 of 6

Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer.

This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl

e to become an Oracle Database 11g Support Specialist.

Creating Customer Value (Answer all questions in this section)

11. From this region you can drill down to specific dashboard where you will

find the details on what each health check was looking at, the potential system

issues, what risk is involved with the current setting and suggestions for how t

o mitigate that risk. Mark for Review (1) Points

System Health Region (*)

Service Request region

Draft Service Request region

Getting started region

News Region

Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section)

12. Extended Support is provided for an how many additional years after Premi

er Support ends? Mark for Review (1) Points

No limit

8

Years

5

years

1

Year

3

years (*)

Corrrect

13. Certifications of New Oracle Products are covered under which level(s) of

support? Mark for Review (1) Points

Premier Support

Extended Support

Sustaining Support

Premier & Extended Support (*)

None of the Above

Corrrect

14. Extended Support has a what % uplift over the current Premier support fee

for the first year of the Extended Support period. Mark for Review (1) Points

15%

10% (*)

5%

20%

Corrrect

MVSP Overview (Answer all questions in this section)

15. There are no call restrictions with other members at the TSANet Classic l

evel Mark for Review (1) Points

True

False (*)

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

16. MVSP can be a replacement for support Mark for Review

(1) Points

True

False (*)

Correct

17. which are TSANet relationship levels? Mark for Review

(1) Points

(Choose all correct answers)

Mission Critical Community (*)

Closed Group Agreements (*)

Classic or Standard Community (*)

Open Group Agreements

Correct

18. how many MVSP components? Mark for Review

(1) Points

2 (*)

Correct

19. Which of the following statements regarding our value proposition to our

Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi ew (1) Points

Provides a consistent, collaborative support process by which to engage with Oracle Support.

Reduces costs by not having to create and maintain traditional cooperative s upport agreements.

Enables practices that align with many industry support certifications.

Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*)

Reduces training commitment by not having to pursue in-depth training on Ora cle products you do not support.

Correct

Oracle Support Basics (Answer all questions in this section)

20. What can you expect following an escalation request? Mark for Review

(1) Points

Oracle Consultant onsite within 24 hours

24x7 working until problem resolved

Support Engineer passes SR to another engineer

Oracle Support manager telephones you to discuss your problem and agree to a n action plan (*)

Correct

Page 2 of 6

Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer.

This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl

e

to become an Oracle Database 11g Support Specialist.

Oracle Support Basics (Answer all questions in this section)

21. Which 3 of the following does My Oracle Support allow you access to? Mar

k for Review

(1) Points

(Choose all correct answers)

Oracle Education Schedules

Oracle User Community (*)

Bug information (*)

Patches (*)

Correct

22. Who retains ownership of the SR? Mark for Review

(1) Points

Shared ownership throughout (*)

Starts with Oracle and then moves back and forth

Starts with Partner and then moves back and forth

Oracle retains ownership throughout

Correct

23. When can you log a SR via My Oracle Support?

(1) Points

Mark for Review

It depends on the level of your Support service

24x7 (*)

Every Day, 9am to 5.30 pm

Monday to Friday, 9am to 5.30 pm

Correct

24. If you wish to escalate further up the Oracle Management chain what must

you have in place? Mark for Review (1) Points

Authorisation from your Oracle Account Manager

OCS session arranged

Escalation contacts further up your internal organisation (*)

An additional business case

Correct

25. Which 3 of the following will help reduce SR ping-pong? (i.e. Oracle batt

ing questions straight back) Mark for Review (1) Points

(Choose all correct answers)

Fully complete all questions in the SR logging template (*)

Give details of any recent changes in your environment (*)

Run diagnostics and upload results when SR is raised (*)

Raise SR via phone rather than My Oracle Support

Correct

26. Who controls My Oracle Support access for your CSI? Mark for Review

(1) Points

Oracle Sales team

Oracle Support Engineer

Your Oracle Partner Manager

Customer Users Administrator for your CSI (*)

Correct

My Oracle Support (Answer all questions in this section)

27. You can search for particular Document ID using PowerView Mark for Revie

w

(1) Points

True

False (*)

Corrrect

28. My Oracle Support Global Search searches Mark for Review

(1) Points

Both the Document Body and the Attachment texts (*)

The Document Body text only and not the Attachment text

The Attachment text only and not the Document Body text

Corrrect

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

29. This is the region where My Oracle Support Community member can see news

pertaining to all communities is shared. Mark for Review (1) Points

The News and Announements region (*)

The Tags region

The Recent content region

The Headlines region

The Sptolight region

Correct

30. In My Oracle Support Community, correctly answering a discussion thread e

arns you Mark for Review (1) Points

20

points

10

points (*)

5

points

1

point

2

points

Incorrect. Refer to the My Oracle Support Community training for more info rmation.

Page 3 of 6

Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer.

This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl

e to become an Oracle Database 11g Support Specialist.

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

31. My Oracle Support Community members have the option to upload supporting

attachments to any of the discussions. This can be done by Mark for Review (1) Points

Clicking the Attach Files link from within the discussion thread

Clicking the Upload Attachments link from within the discussion thread (*)

Clicking the Attach Documents link from within My Oracle Support

Clicking the Attach Documents link from within the discussion thread

Clicking the Upload Documents link from within the discussion thread

Correct

32. My Oracle Support Community members have the ability to report any abuse

that may be occurring within a discussion or document Mark for Review (1) Points

True (*)

False

Correct

33. This tab in My Oracle Support Community shows recently created communitie

s content. Mark for Review (1) Points

Discussions and Documents tab (*)

People finder tab

Private Messages tab

Tags tab

Profile tab

Correct

34. This is the region where the message from an Oracle Executive is often hi

ghlighted. Mark for Review (1) Points

The News and Announements region

The Getting started region

The Spotlight region (*)

The Tags region

The Recent content region

Correct

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. Mark for Review (1) Points

True (*)

False

Correct

36. Your system must meet the following requirements to be able to run Oracle

Web Conferencing Mark for Review (1) Points

(Choose all correct answers)

Pop-up blocking must be disabled in your browser (*)

Windows 98 or later (*)

1024 x 768 screen resolution (*)

Internet Explorer 5.5 or later (*)

Microsoft Virtual Machine (VM) or Sun JRE (*)

Correct

37. Oracle Collaborative Support uses industry standard Secure Socket Layer,

or SSL, with 128-bit encryption for transmitting encyrpted data securely. Mark for Review (1) Points

True (*)

False

Correct

Oracle Configuration Manager (Answer all questions in this section)

38. What time of day does OCM collect auto-config data? Mark for Review

(1) Points

The same time of day as you installed OCM. (*)

Whenever you want because you have to run OCM manually.

At midnight.

You can specify the time when setting up the batch process.

At 3am.

Incorrect. Refer to the Software Config Manager training for more informat

ion.

39. What is a healthcheck? Mark for Review

(1) Points

Another name for RDA output.

One of the Support offerings available to ACS customers.

Dynamically generated reports based on the output of Support Diagnostics.

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.

Corrrect

40. What benefits are not available if you use RDA generated configurations?

Mark for Review (1) Points

(Choose all correct answers)

Detailed configuration view (*)

Project creation & tracking

Healthchecks (*)

Product alerts

Service request submissions

Corrrect

Page 4 of 6

Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer.

This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist.

Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section)

41. I can use the Configuration Manager to compare configuration data changes

between two dates Mark for Review (1) Points

True (*)

False

Correct

42. Comparing configuration data between two dates, I will not be able to see

contents that has been removed Mark for Review (1) Points

True

False (*)

Correct

43. Name two pro-active features of the Configuration Manager Mark for Revie

w

(1) Points

(Choose all correct answers)

Hang Analysis

Patch Advice (*)

SQL Tuning

Configuration Comparison

System Healthchecks (*)

Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information.

44. How far back can I retrieve the historical configuration data? Mark for

Review

(1) Points

Since the first collection (*)

Last 90 days

Last 30 days

Last 7 days

Only the last 10 collections

Correct

45. What kind of performance impact can be expected on the system while the O

CM collector is running? Mark for Review (1) Points

Severe degradation because of the heavy tracing involved

Tolerable degradation if executed off-peak hours

Increased degradation with increased number of collection

Negligible impact (*)

Improved performance

Correct

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section)

46. Which following statement are correct for the priority routing of SR with

asociated configuration? Mark for Review (1) Points

(Choose all correct answers)

Troubleshooting is easier and faster than the same type of issue without an associated configuration (*)

Oracle will give a higher priority to your Service Requests when associated with a configuration (*)

Support engineers will work the SR at 24x7

Provides better information to our Support Engineers (*)

Correct

11G Upgrade Best Practices (Answer all questions in this section)

47. Premier Support for 11g ends on August 2012 Mark for Review

(1) Points

True

False (*)

Correct

48. Prior to upgrade to 11g from 10g, it is advisable to create Dictionary St

atistics Mark for Review (1) Points

True (*)

False

Correct

49. Real Time Application Testing is licenseable Database Pack available in 1

1.1.0.6 Mark for Review

(1) Points

True (*)

False

Correct

50. Real Time Application Testing is composed of Mark for Review

(1) Points

Database Recorder, Database Replay and SQL Tuning Sets

SQL Performance Analyzer , SQL Performance Analyzer and SQL Tuning Sets

Database Replay, SQL Performance Analyzer and SQL Tuning Sets (*)

Database Replay, Database Performance Analyzer and Database Tuning Sets

Database Replay, SQL Performance Optimizer and SQL Tuning Sets

Correct

Page 5 of 6

Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer.

This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist.

Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section)

51. What are the three steps required to get the RDA report for Oracle Suppor

t Mark for Review (1) Points

Any one of the above method can be used

Uncompress the RDA bundle in Oracle Home, execute and mail the report to the support engineer

Open a web conferencing session with the support engineer. Engineer will exe cute and download the report from the customer's server

Download the agent from My Oracle Support, configure and upload done automat ically

Download RDA from My Oracle Support, execute and attach the report to a Serv ice Request (*)

Correct

52. Name the two types/areas of the Remote Diagnostics Agent Mark for Review

(1) Points

(Choose all correct answers)

RDA for E-Business Suite (*)

RDA for Siebel

RDA for Server Technology (*)

RDA for Peoplesoft

RDA for Service Requests

Correct

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

53. The most effective way to escalate a SR is to

(1) Points

Mark for Review

Update the SR with escalation request via My Oracle Support

Update SR in My Oracle Support and then call into Support (*)

Via your Oracle Account Manager

Call into the Support Hotline number

Correct

54. 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

Customer Service Soft-skills Training Best Practices (Answer all questions in this section)

55. Mastering and achieving great customer service and communication skills w

ith your customers will build Customer Loyalty Mark for Review (1) Points

True (*)

False

Correct

56. What the customers want? Customers want and expect the following from Ora

cle and it s partners. Select all that applies. Mark for Review (1) Points

(Choose all correct answers)

Be the Center of Attention when they have Needs they want to feel they have priority and attention when issues arise. (*)

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

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

Effectively read customer s preferred communication style (*)

None of the above

Correct

57. What are softskills? Soft Skills let your customers know: (Select all tha

t applies). Mark for Review (1) Points

(Choose all correct answers)

They are important (*)

As a service provider are knowledgeable (*)

We are a staff of professional and solution focused (*)

We are setting clear expectations with customers (*)

None of the above

Correct

58. To help build an effective customer service model for your business it s im

portant to identify and build an effective communication and knowledge model bas ed on the similarities and common characteristics of your customers. Mark for R eview (1) Points

True (*)

False

Correct

Page 6 of 6