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1. Oracle Support manages roles and responsibilities for all users associated to a Su
True
False (*)
Correct
2. The Customer User Administrator (CUA) manages access levels for other CUAs
True (*)
False
Incorrect
3. As a customer or partner, how would you locate a Support Identifier?
True
False (*)
Correct
5. Who approves End Users and sets their access levels for My Oracle Support?
Oracle Support
Your Organization
Your Customer User Administrator (*)
None of the above
You do not need approval for access
Correct
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Customer User Administrator and Support Identifiers
(Answer all questions in this section)
6. A Support Identifier (SI) is a numeric value that is assigned
when purchasing Hardware or Software from Oracle.
True (*)
False
Correct
True (*)
False
Correct
8. 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?
Call Oracle and log a Service Request to ask what
changes have been made.
Search for 'Release Notes' in the Global Search and go
through the different results.
True (*)
False
Correct
10. 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?
True
False (*)
Correct
13. 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?
Click 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
True (*)
False
Correct
15. You are looking to install the Oracle E-Business Suite (EBS)
product range. How would you find one document that outlines
everything you need to know?
True
False (*)
Correct
True (*)
False
Correct
18. What is the best way to find content in My Oracle Support
based on product?
Product Certifications
(Answer all questions in this section)
True
False (*)
Correct
Product Certifications
(Answer all questions in this section)
21Is there any reason to check the Certifications tab on a regular basis
. if my company has NOT upgraded any of our products? Select the
most correct answer(s).
Mark for
Review
(1) Points
Mark for
Review
(1) Points
Correct
23What does the Certifications tab in My Oracle Support provide to the
. user?
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Review
(1) Points
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Review
(1) Points
True (*)
False
Correct
Mark for
Review
(1) Points
True (*)
False
Correct
Patches and Updates
(Answer all questions in this section)
26You have a question about the patch you are downloading. Which is
. the best option from the following choices?
Mark for
Review
(1) Points
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
Submit a Service Request with your question as the summary
Call Oracle Support and ask a Support Engineer
Correct
27What products can use patch plans? Identify an answer within My
. Oracle Support with the best description.
Mark for
Review
(1) Points
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Review
(1) Points
True
False (*)
Correct
29What is a Patch Advisor?
.
Mark for
Review
(1) Points
A type of Lifecycle Advisor in My Oracle Support that colocates patching information in areas such as Upgrade Advisors
and Patching & Maintenance Advisors (*)
The Patch Advisor is the Readme file included with all Patches
that provide specific install information
A specific patch search in My Oracle Support that only focuses
on patch information
A tool that you can download that will analyze the patches on
your system to confirm you are on the latest patch set
None of the above
Incorrect
30You have some questions about a recommended patch set for your
. products. What is the best practice for you to ask specific questions
and get feedback?
Mark for
Review
(1) Points
Mark for
Review
(1) Points
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Review
(1) Points
Click the drop down arrow next to your name and click Edit
Profile. Click Your Profile and then click Edit next to your user
name. (*)
In My Oracle Support - Click the drop down arrow next to your
user name, click My Account and then update the name field
Any of the above.
Call Oracle Support and log a service request ticket.
Correct
33What is the recommended way to post a discussion in the
. Community?
Mark for
Review
(1) Points
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Review
(1) Points
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Review
(1) Points
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Review
(1) Points
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Review
(1) Points
Correct
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Review
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Review
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Review
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True
False (*)
The analysis runs against the configuration data captured by the
collector
42The 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
43How can collected data help you when you create a Fully Qualified
. Service Request?
Mark for
Review
(1) Points
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Review
(1) Points
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Review
(1) Points
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Review
(1) Points
47The main way that users with 'Create and Update' privilege log
. Service Requests in My Oracle Support is by selecting 'Create SR' on
the Service Requests tab
Mark for
Review
(1) Points
True (*)
False
Incorrect
48Which of the following is the best example of a Service Request
. Problem Summary?
Mark for
Review
(1) Points
Blue screen
MySql - using JDBC eWay is experiencing a connection
problem - ClassName not found (*)
System not working
Application is slow
Correct
49A recommended best practice is to organize all the data associated
. with your issue before you initiate a new Service Request. A Fully
Qualified SR provides Oracle Support with as much detail as
possible about your issue. This includes what happened, users
impacted, single or repeat occurrences, any changes, and related
diagnostic data to attach to the Service Request
Mark for
Review
(1) Points
True (*)
False
Correct
50What is the best process to follow when you have a question for
. Oracle Support?
Mark for
Review
(1) Points
Mark for
Review
(1) Points
True (*)
False
Correct
52You are a CUA for your company. You are currently in a three-day
. organizational meeting and are concerned about getting behind on
new user requests for access to My Oracle Support. Unfortunately,
you will not be able to approve any requests through the mobile
application as it only allows you to search the knowledge base.
Mark for
Review
(1) Points
True
False (*)
Correct
53A best practice to get the most value from Mobile My Oracle
. Support would be to mark as favorites any bugs or documents that
you want to revisit and review when you have more time back at
your desk. You will not waste any time trying to find them again
when you go back to the My Oracle Support portal
Mark for
Review
(1) Points
True (*)
False
Correct
54What is the best description of Mobile My Oracle Support?
.
Mark for
Review
(1) Points
Mark for
Review
(1) Points
True
False (*)
Correct
Mobile My Oracle Support
(Answer all questions in this section)
56How do you access Mobile My Oracle Support?
.
Mark for
Review
(1) Points
57What 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
Mark for
Review
(1) Points
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Review
(1) Points
content (*)
Log a Service Request and request information about support
dates
Access oracle.com and review the support PDF and search for
support dates (*)
Correct
60What are the best methods to stay informed about the latest
. information on Oracle Technical Support policies?
Mark for
Review
(1) Points
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Review
(1) Points
True
False (*)
Correct
62Which of the following statements are Partner requirements for
. participation in Oracle Collaborative Vendor Support (OCVS)?
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Review
(1) Points
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Review
(1) Points
Mark for
Review
(1) Points
(*)
Correct
65Under the OCVS model, a customer calls a vendor for a technical
. problem. While the support analyst decides involvement from
another vendor, he will log an SR to the other vendor, then customer
follows the other verndor's SR process.
True
False (*)
Correct
Mark for
Review
(1) Points