1. A customer calls into the call center with a question.

The customer wants to

prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) r
ackmount server, but has misplaced the documentation. The customer's immediate n
eeds are the dimensions, weight and power requirements of the unit. According to
your resources, what are the power requirements of this server? Mark for Revi
ew
(1) Points
220V, 50 Hz AC
12V DC
100 to 127 / 200 to 240 VAC (*)
115V, 60 Hz AC
48V DC

Correct Correct

2. A customer calls into the call center with an issue. He wants to upgrade t
he memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some assi
stance on how perform the upgrade. Select the action plan that lists the steps t
aken to solve the customer's problem. Mark for Review
(1) Points
Provided customer with the location of the of the memory replacement procedu
re.
Provided the customer with a link to the server s Service Manual.
Provided the customer with a link to the server s System Handbook entry and di
rected him to the Service Manual s memory population rules. (*)
Created and sent the customer an email with the memory replacement procedure
.

Correct Correct

3. A customer calls into the call center and says she has experienced a fan f
ailure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-s
ite service to provide warranty service to replace the defective fan module numb
er 4 on her server. Which link provides direct access to a document repository t
hat contains documents on fan replacement procedures? Mark for Review
(1) Points
http://www.oracle.com
http://www.oracle.com/technetwork/indexes/documentation/index.html (*)
http://my.oracle.com/index.htm
http://my.oracle.com/site/pd/sss/products/index.html

Correct Correct
 4. A customer calls into the call center with a memory upgrade question. The
customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 S
erver) and needs to know what 8 Gbyte memory to order. Which is the best locatio
n to find information related to this problem? Mark for Review
(1) Points
http://www.oracle.com/technetwork/indexes/documentation/index.html
https://support.us.oracle.com/handbook_internal/index.html (*)
www.oracle.com/technetwork/indexes/downloads/index.html
http://www.oracle.com

Incorrect Incorrect. Refer to the X64 Server System Overview training for m
ore information.

5. A customer calls into the call center to ask a question about setting up a
server. The customer wants to know which ports to use to configure the server,
where the ports are located, and how to access them. Which problem statement cha
racterizes the customer's problem? Mark for Review
(1) Points
Customer needs the correct port to access system.
Customer needs to know the default account and password for the serial port.

Customer needs to know which server port, the serial cable to use, the need
for a terminal server on the laptop, as well as the system default account and p
assword. (*)
Customer is asking for on-site help to set up the system.

Correct Correct
6. A customer calls into the call center and says she has experienced a fan fai
lure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-sit
e service to provide warranty service to replace the defective fan module number
4 on her server. Which problem statement characterizes the customer's problem?
Mark for Review
(1) Points
Customer is reporting fan module number 4 failure and is requesting on-site
support for replacement (*)
Customer is reporting server cooling problems and is requesting on-site supp
ort for replacement
Customer is reporting fan module failure
Customer is requesting on-site support for a server cooling problem

Correct Correct
 7. A customer calls into the call center with a memory upgrade question. The
customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 S
erver) and needs to know what 8 Gbyte memory to order. Which DIMM density create
s a total server memory of 512 Gbytes if used on all of its memory slots ? Mar
k for Review
(1) Points
8-Gbyte
16 G-byte
4-Gbtye
32-G-byte (*)

Correct Correct

8. A customer calls into the call center to ask a question about setting up a
server. The customer wants to know which ports to use to configure the server,
where the ports are located, and how to access them. Which port should be access
ed first? Mark for Review
(1) Points
Network Management port
Video port
Ethernet port
Serial Management port (*)

Correct Correct

9. A customer calls into the call center with an issue. He wants to upgrade t
he memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some assi
stance on how perform the upgrade. Which question needs to be answered before th
e customer orders DIMMs for the upgrade? Mark for Review
(1) Points

What is the current memory configuration? (*)

Does the customer have DIMMs available to upgrade the system?
Where is the system located?
Does the system have a memory problem?

Correct Correct

10. A customer calls into the call center to ask a question about setting up
a server. The customer wants to know which ports to use to configure the server,
where the ports are located, and how to access them. What are the most effectiv
e locations to find information related to this problem (select 2)? Mark for R
eview
(1) Points
(Choose all correct answers)
http://oraclecorp.com
http://www.oracle.com/technetwork/documentation/index.html (*)
https://support.us.oracle.com/handbook_internal/index.html (*)
http://my.oracle.com

Correct Correct
11. A customer calls into the call center with a question. The customer wants t
o prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3)
rackmount server, but has misplaced the documentation. The customer's immediate
needs are the dimensions, weight and power requirements of the unit. Which probl
em statement characterizes the customer's problem? Mark for Review
(1) Points
Customer needs a server installed
Customer needs installation documentation to look up the specifications he n
eeds
Customer does not know the weight and dimensions of this server
Customer did not have the installation documentation to be able to find the
dimensions, weight, and power requirements for this server (*)

Correct Correct

12. Which rackmount server supports a service processor on an optional daught

er card? Mark for Review
(1) Points
Sun Fire X4240

Sun Fire X2270 (*)

Sun Blade X6275
Sun Fire X2250
Sun Fire X4450

Correct Correct

13. A customer calls into the call center and says she has experienced a fan
failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-
site service to provide warranty service to replace the defective fan module num
ber 4 on her server. Using your resources, what is the correct part number for t
he replacement fan module? Mark for Review
(1) Points
541-2125
541-3539 (*)
541-2112
541-2802
371-4679

Correct Correct

14. A customer calls into the call center with a memory upgrade question. The
customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3
Server) and needs to know what 8 Gbyte memory to order. How many memory slots ar
e supported by this server? Mark for Review
(1) Points

4
32
8
16 (*)

Correct Correct

15. A customer calls into the call center with a memory upgrade question. The
customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3
Server) and needs to know what 8 Gbyte memory to order. Select the problem state
ment that characterizes the customer's problem. Mark for Review
(1) Points
Customer doesn't know what density of memory to order
Customer is requesting how to upgrade his memory

Customer is asking for the part number of the 8-Gbyte DIMM that he can order
(*)
Customer is asking what type of memory is in his server

Incorrect Incorrect. Refer to the X64 Server System Overview training for m
ore information.
16. If a customer has a failure of a Sun Server X3-2L (Sun Fire X4270 Server M
3 ) power supply, what link within the system handbook can you reference to find
a part number for a replacement ? Mark for Review
(1) Points
Problem Resolution
 Full Components List (*)
Hardware Specifications
Field Action Bulletins (FABs)

Correct Correct

17. A customer called the service center and is complaining that his Sun Blad
e X6250 server blades on his Sun Blade 6000 Modular System are intermittently sh
utting down. If you know this problem has occurred before, which type of documen
t may provide information to resolve the customer's problem (select 2)? Mark f
or Review
(1) Points
(Choose all correct answers)
Service manual
Alerts (*)

Installation Guide
Administrative Guide
Field Action Bulletins (FAB) (*)

Correct Correct

18. A customer called the service center and is complaining that his Sun Blad
e X6250 server blades on his Sun Blade 6000 Modular System are intermittently sh
utting down. Which component is called out by the document as the source of the
problem? Mark for Review
(1) Points
Fans
Power supplies (*)
Chassis slot

Server blade

Correct Correct

19. A customer calls into the service center and reports that his Sun Fire X4
200 Server cannot access the LSI Configuration utility when CNTRL-C is applied w
hile booting the server. Which document may relate to the customer's issue? Ma
rk for Review
(1) Points
Doc ID 1000873.1 (FAB)
Doc ID 1017415.1 (FAB)
 Doc ID 1000817.1 (FAB) (*)
Doc ID 1001307.1 (FAB)

Correct Correct

20. A customer called the service center indicating that the Pc Check diagnos
tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
he customer recently upgraded the memory on this server). Possible impacts inclu
de replacement of the wrong DIMMs when PcCheck is used to diagnose a memory prob
lem(True or False)? Mark for Review
(1) Points
True (*)
False

Correct Correct

21. Which document would you use to find the rack mount procedure of the S
un Server X3-2L (Sun Fire X4270 Server M3)? Mark for Review
(1) Points
Service Manual
OS Installation Guide
Getting Started Guide
Installation Guide (*)

Correct Correct

22. A customer called the service center and is complaining that his Sun Blad
e X6250 server blades on his Sun Blade 6000 Modular System are intermittently sh
utting down. Which problem statement characterizes the customer's problem? Mar
k for Review
(1) Points

Customer called to get a replacement Sun Blade X6250 server blade because it
is intermittently shutting down
Customer is reporting an intermittent AC power problem
Customer is reporting that his Sun Blade 6000 Modular System is intermittent
ly shutting down.
Customer is reporting that his Sun Blade X6250 server blades on his Sun Blad
e 6000 Modular System are intermittently shutting down. (*)

Correct Correct
 23. A customer called the service center indicating that the Pc Check diagnos
tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
he customer recently upgraded the memory on this server). Which action plan list
s the steps taken to solve the customer's problem? Mark for Review
(1) Points
Performed a workaround specified in CR 6603341as a temporary fix then schedu
led maintenance time with the customer to upgrade SP, BIOS and Pc Check software
. (*)
Provided the customer with the document to use that lists the steps to solve
the problem.
Ordered a new DIMMs for the customer.
Scheduled maintenance time with the customer to replace faulty DIMMs called
out by PcCheck.

Correct Correct

24. Which of the following can be included in FABs? Mark for Review
(1) Points
Field Change Orders (FCOs)
All of the above (*)
Field Information Notice (FINs)
Hardware issues

Correct Correct

25. A customer calls into the service center and reports that his Sun Fire X4
200 Server cannot access the LSI Configuration utility when CNTRL-C is applied w
hile booting the server Can the BIOS and LSI firmware be updated if you use the
latest ILOM software package (True or False)? Mark for Review
(1) Points
True (*)

False

Correct Correct
26. A customer calls into the service center and reports that his Sun Fire
X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applie
d while booting the server. Which problem statement characterizes the customer's
problem? Mark for Review
(1) Points
Customer cannot access BIOS
Customer needs has a hardware problem interfering with access to the LSI uti
lity (*)
 Customer cannot access the LSI Configuration utility
Customer s server cannot boot.

Correct Correct

27. A customer called the service center indicating that the Pc Check diagnos
tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
he customer recently upgraded the memory on this server). Which problem statemen
t characterizes the customer's problem? Mark for Review
(1) Points
Customer BIOS firmware needs to be upgraded.
Customer is having memory problems..
Customer s PcCheck does not recognize a faulty DIMM. (*)
Customer s ILOM firmware needs to be upgraded.

Correct Correct

28. A customer called the service center indicating that the Pc Check diagnos
tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
he customer recently upgraded the memory on this server). Which component is cal
led out by the document as one of the root causes of the problem? Mark for Rev
iew
(1) Points
SP and BIOS firmware
OS software
SP and ILOM firmware
Older PC Check versions (*)

Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Custom
er Issues training for more information.

29. A customer calls into the service center and reports that his Sun Fire X4
200 Server cannot access the LSI Configuration utility when CNTRL-C is applied w
hile booting the server. Which action plan lists the steps taken to solve the cu
stomer's problem? Mark for Review
(1) Points
Ordered new disk replacement for the customer.
Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and LSI 1
064 BIOS = 6.06.06A or greater. (*)
Asked the customer to replace the server s motherboard
 Asked the customer to apply the latest operating system patches

Correct Correct

30. Which of the following cannot be found within an Installation Guide? Ma

rk for Review
(1) Points
Product specifications
Product installation procedures
All of the above
Product replacement procedures (*)

Correct Correct
26. A customer calls into the service center and reports that his Sun Fire X420
0 Server cannot access the LSI Configuration utility when CNTRL-C is applied whi
le booting the server. Which problem statement characterizes the customer's prob
lem? Mark for Review
(1) Points
Customer cannot access BIOS
Customer needs has a hardware problem interfering with access to the LSI uti
lity (*)
Customer cannot access the LSI Configuration utility
Customer s server cannot boot.

Correct Correct

27. A customer called the service center indicating that the Pc Check diagnos
tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
he customer recently upgraded the memory on this server). Which problem statemen
t characterizes the customer's problem? Mark for Review
(1) Points
Customer BIOS firmware needs to be upgraded.
Customer is having memory problems..
Customer s PcCheck does not recognize a faulty DIMM. (*)
Customer s ILOM firmware needs to be upgraded.

Correct Correct

28. A customer called the service center indicating that the Pc Check diagnos
tic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: T
he customer recently upgraded the memory on this server). Which component is cal
led out by the document as one of the root causes of the problem? Mark for Rev
iew
(1) Points
SP and BIOS firmware
OS software
SP and ILOM firmware
Older PC Check versions (*)

Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Custom
er Issues training for more information.

29. A customer calls into the service center and reports that his Sun Fire X4
200 Server cannot access the LSI Configuration utility when CNTRL-C is applied w
hile booting the server. Which action plan lists the steps taken to solve the cu
stomer's problem? Mark for Review
(1) Points
Ordered new disk replacement for the customer.
Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and LSI 1
064 BIOS = 6.06.06A or greater. (*)
Asked the customer to replace the server s motherboard
Asked the customer to apply the latest operating system patches

Correct Correct

30. Which of the following cannot be found within an Installation Guide? Ma

rk for Review
(1) Points
Product specifications
Product installation procedures
All of the above
Product replacement procedures (*)

Correct Correct
31. The Sun field technician needs assistance in ordering a replacement Sun Bla
de X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3)
server blade in the customer's chassis. Select the one most appropriate action p
lan based on the customer s information and the solution to their problem. Mark
for Review
(1) Points
Reviewed the replacement procedure with the field technician and assisted in
 ordering a replacement X6270 M3 server blade. (*)
Sent the field technician the documents that contains the server blade repla
cement and ordering procedures.
Collected and recorded all information on the replacement and ordering proce
dure and passed the call to the back line.
Provided the field technician with the location of the procedure to perform
the replacement along with the part number of a replacement X6270 M3 server blad
e.

Correct Correct

32. A customer called the service center with a question on a server's networ
k management port. The customer is trying to configure his network management po
rt on his X4540 server so that he can access it from his management network. He
is not familiar with the network management facility and commands he needs to pe
rform. Select the problem statement that characterizes the customer's problem.
Mark for Review
(1) Points
Customer needs assistance configuring the network management port into his m
anagement network. (*)
Customer needs assistance configuring a network port.
Customer needs assistance configuring the serial management port.
Customer needs an Oracle field person to configure his network management po
rt to his management network.

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
ice Procedures training for more information.

33. The Sun field technician needs assistance in ordering a replacement Sun B
lade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3
) server blade in the customer's chassis. Which type of document provides the pr
ocedure to perform the replacement task? Mark for Review
(1) Points

Field Action Bulletins (FAB)

Alerts
Installation manual
Product notes page 10
Service manual (*)

Correct Correct

34. The Sun field technician needs assistance in ordering a replacement Sun B
lade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3
) server blade in the customer's chassis. Which action does NOT need to be perfo
rmed in the Sun Blade X3-2B (X6270 M3) removal process? Mark for Review
(1) Points
Remove any front panel cabling
Hold down the power button on the server blade for 4 seconds or perform a st
op /SYS ILOM command
Power down the Sun Blade 6000 Modular System chassis (*)
Pull open the server blade's top and bottom handles.

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
ice Procedures training for more information.

35. A customer called the service center with a question on a server's networ
k management port. The customer is trying to configure his network management po
rt on his X4540 server so that he can access it from his management network. He
is not familiar with the network management facility and commands he needs to pe
rform. How would you describe the location of the network management port to the
customer? Mark for Review
(1) Points
The RJ-45 connector on the front of the server labeled SER MGT
The RJ-45 connector on the rear of the server labeled SER MGT
The RJ-45 connector on the rear of the server labeled NET MGT (*)
The RJ-45 connector on the front of the server labeled NET MGT

Correct Correct
36. A customer called the service center with a question on a server's network
management port. The customer is trying to configure his network management port
on his X4540 server so that he can access it from his management network. He is
not familiar with the network management facility and commands he needs to perf
orm. Which list of commands does the customer use to configure and activate the
management network port using a static IP address? Mark for Review
(1) Points
set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingi
pgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set commitpending=true
cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingi
pgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=true
set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingi
pgateway=ipgatewayaddr; set pendingipdiscovery=static; set commitpending=true (*
)
cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingi
pgateway=ipgatewayaddr; cfg pendingipdiscovery=static
 Correct Correct

37. A customer called the service center with a question on a server's networ
k management port. The customer is trying to configure his network management po
rt on his X4540 server so that he can access it from his management network. He
is not familiar with the network management facility and commands he needs to pe
rform. Select the one most appropriate action plan based on the customer s informa
tion and the solution to their problem. Mark for Review
(1) Points
Informed the customer that he should use service and installation manual to
locate the procedure on configuring the network port.
Sent an Oracle field person out to the customer site to perform the configur
ation of the network management port.
Informed the customer that he should use service and installation manual for
the network configuration procedures and pointed out that he should access the
serial port to configure the network port. (*)
Collected and reported the customer's network parameters and passed this cal
l to the back-line engineers.

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
ice Procedures training for more information.

38. A customer called the service center and reported an OS error message tha
t indicates that power supply 0 of their X4240 server has failed and is offline.
The X4240 is still running but the customer wants to replace the power supply w
ithout disturbing the server's operation, to re-establish the power redundancy.
Select the one most appropriate action plan based on the customer s information an
d the solution to their problem. Mark for Review
(1) Points
Provided the customer with the location of the procedure to use to perform t
he replacement along with the part number of a replacement power supply.
Verified that a power supply hot swap replacement can be performed on the cu
stomer's X4240 server then sent an Oracle field person to perform the replacemen
t. (*)
Sent an Oracle field person out to the customer site to perform the power su
pply replacement.
Verified that a power supply hot swap replacement can be performed on the cu
stomer's X4240 server, then sent the customer the documents that contain the pow
er supply replacement procedure.

Correct Correct

39. Which is the user interface software for the IPMI utility? Mark for Rev
iew
(1) Points
IPMITool (*)
 IPMIAccess
IPMIInterface
IPMIUser

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
ice Procedures training for more information.

40. A customer called the service center and reported an OS error message tha
t indicates that power supply 0 of their X4240 server has failed and is offline.
The X4240 is still running but the customer wants to replace the power supply w
ithout disturbing the server's operation, to re-establish the power redundancy.
Which information can determine whether the Alert with Doc ID 1020437.1 applies
to this server? Mark for Review
(1) Points
Whether the power supply is AC or DC

Has this power supply failed in the past?

The manufacturer of the power supply
The part number and date code of the power supply (*)

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
ice Procedures training for more information.
41. A customer called the service center and reported an OS error message
that indicates that power supply 0 of their X4240 server has failed and is offli
ne. The X4240 is still running but the customer wants to replace the power suppl
y without disturbing the server's operation, to re-establish the power redundanc
y. Assume that the Alert Doc ID 1020437.1 is the problem. What should you recomm
end to the customer? Mark for Review
(1) Points
Have a Oracle service personnel perform the hot swap of the power supply.
Wait for a maintenance period to perform the cold swap of the failed power s
upply.

Perform a cold swap of the power supply at your earliest convenience.

Check for power supply date code by performing the hot swap of the power sup
plies. (*)

Correct Correct

42. A customer called the service center and reported an OS error message tha
t indicates that power supply 0 of their X4240 server has failed and is offline.
The X4240 is still running but the customer wants to replace the power supply w
ithout disturbing the server's operation, to re-establish the power redundancy.
Which verifies the location of the failed power supply? Mark for Review
(1) Points
 The power supply amber Service Required LED is lit (*)
All power supply LEDs are off
The power supply green OK LED is flashing
By executing the ILOM flash command to turn on the Service Required LED

Correct Correct

43. The Sun field technician needs assistance in ordering a replacement Sun B
lade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3
) server blade in the customer's chassis. Which of the following is the Sun Blad
e X3-2B (X6270 M3) part number that needs to be ordered? Mark for Review
(1) Points
371-4885
7020774

599-3725
7038932 (*)

Correct Correct

44. Which source of information is not needed for an initial on-site installa
tion of an X4600 M2 server? Mark for Review
(1) Points
Getting Started Manual
Programming Manual (*)
Enterprise Installation Standards (EIS)
Installation Guide

Correct Correct

45. The Sun field technician needs assistance in ordering a replacement Sun B
lade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3
) server blade in the customer's chassis. Select the one problem statement that
characterizes the field technician s problem. Mark for Review
(1) Points
Field technician needs assistance identifying and ordering a replacement par
t for a failed X6270 M3 server blade and assistance with its replacement. (*)
Field technician needs assistance in determining what is the replacement par
t number for the X6270 M3 server blade.
Field technician needs to provide the customer the part number to a new X627
0 M3 server blade.
Field technician needs assistance replacing the X6270 M3 server blade as a h
ot swap action.

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Serv
ice Procedures training for more information.
46. A customer called the support center with a supposed disk problem. He
wants to know which diagnostics are available to test a disk on a X2270 server.
Select a problem statement that characterizes the customer's issue. Mark for R
eview
(1) Points
Customer needs assistance in ordering a replacement disk.
Customer needs assistance locating diagnostics that can isolate a disk failu
re. (*)
Customer needs assistance locating the X2270 server disk that has failed.

Customer needs assistance upgrading the storage on his X2270 server.

Correct Correct

47. A customer called the support center with a supposed disk problem. He wan
ts to know which diagnostics are available to test a disk on a X2270 server. Whi
ch diagnostic should you recommend that the customer use to exercise the Sun Fir
e X2270 internal disks from the operating system? Mark for Review
(1) Points
POST
U-Boot
Pc-Check
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Trou
bleshooting Procedures training for more information.

48. A customer calls the service center with a fan failure message that invol
ves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know wh
at she should do at this point because the system is up and running. Once the cu
stomer locates the physical failed fan module, what do you recommend the custome
r do? Mark for Review
(1) Points
Call in a field technician to replace the fan.
Wait for a maintenance period to shut down the server to replace the fan.
Shut down the server to replace the fan.
 Hot swap the fan. (*)

Correct Correct

49. Which is not a U-Boot mode of operation? Mark for Review

(1) Points
Normal
Manual (*)
Quick
Extended

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Trou
bleshooting Procedures training for more information.

50. A customer called the service center with a critical problem. He has an X
4250 server that has been crashing intermittently after an Oracle technician upg
raded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgr
ade. Which type of documents should you review to determine if there are any bug
s related to this issue? Mark for Review
(1) Points
Installation Manual
ILOM manuals
FABs and Alerts (*)
Service Manual

Correct Correct
51. A customer called the service center with a critical problem. He has an X42
50 server that has been crashing intermittently after an Oracle technician upgra
ded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrad
e. Which, if any, of the documents listed related to this issue? Mark for Revi
ew
(1) Points
Doc ID 1021983.1
Doc ID 1020437.1
Doc ID 1020990.1
None of these documents (*)

Correct Correct

52. A customer called the support center with a supposed disk problem. He wan
ts to know which diagnostics are available to test a disk on a X2270 server. Whi
ch document describes the U-boot and Pc Check utilities and how to use them? M
ark for Review
(1) Points
Service manual
Product Notes
Installation guide
Diagnostic guide (*)

Correct Correct

53. A customer called the service center with a critical problem. He has an X
4250 server that has been crashing intermittently after an Oracle technician upg
raded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgr
ade. What two pieces of information should you ask the customer to send to you t
o help you diagnose the problem? Mark for Review
(1) Points
(Choose all correct answers)
system serial number
crash dump (*)
Explorer script output (*)

Correct Correct

54. A customer called the service center with a question on IPMI. The custome
r uses IPMI to monitor the state of the servers at their site and wants to know
if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracl
e documentation that covers IPMI, and where they can get software to access IPMI
's user interface from their new server's OS. Where can the customer download th
e IPMItool that has the latest Oracle compatible updates? Mark for Review
(1) Points

http://www.ipmi.com
http://www.sunsolve.central.sun.com
http://www.oracle.com/technetwork/indexes/downloads/index.html (*)
http://www.ipmitool.sourceforge.net

Correct Correct

55. Where is Pc-Check program selected to execute from on the X6270 server bl
ade? Mark for Review
(1) Points
 OS
BIOS
ILOM (*)
OBP

Correct Correct
56. Which are diagnostic supports a manual mode that allows the user to run ind
ividual tests as well as test suites? Mark for Review
(1) Points
Oracle VTS
POST
Pc-Check (*)
U-Boot

Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Trou
bleshooting Procedures training for more information.

57. A customer calls the service center with a fan failure message that invol
ves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know wh
at she should do at this point because the system is up and running. Which fan m
odule and fan board does this sensor belong to? Mark for Review
(1) Points
fan module 0 and fan board 0
fan module 2 and fan board 1 (*)
fan module 1 and fan board 1
fan module 0 and fan board 2

Correct Correct

58. Which tool displays the server's hardware configuration on Solaris? Mar
k for Review
(1) Points
prtdiag (*)
prtconfig
config
ipconfig

Correct Correct
 59. A customer called the service center with a question on IPMI. The custome
r uses IPMI to monitor the state of the servers at their site and wants to know
if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracl
e documentation that covers IPMI, and where they can get software to access IPMI
's user interface from their new server's OS. Select the one most appropriate ac
tion plan based on the customer s information and the solution to their problem.
Mark for Review
(1) Points
Confirmed that the server supports IPMI and assisted the customer in configu
ring IPMItool on their server.
Confirmed that the server supports IPMI, provided the customer with the web
site to the IPMItool, and directed the customer to the ILOM document that has co
ntent on Oracle's implementation of IPMI. (*)
Sent the customer the ILOM documentation that contains all they needed to kn
ow about Oracle's implementation of IPMI.
Confirmed that the server supports IPMI, provided the customer with the web
site to the IPMItool, and assisted the customer in configuring and accessing the
user interface.

Correct Correct

60. A customer called the support center with a supposed disk problem. He wan
ts to know which diagnostics are available to test a disk on a X2270 server. Whi
ch diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot?
Mark for Review
(1) Points
POST
SunVTS
Pc-Check
U-Boot (*)

Correct Correct
61. The customer can choose between Solaris 11 Express and Oracle Enterpri
se Linux for the Exadata X2-8 database servers. Mark for Review
(1) Points
True (*)

False

Correct Correct

62. Select two of the utilities that are available for administration of the
Exadata Database Machine. Mark for Review
(1) Points
(Choose all correct answers)
Dcli (distributed CLI) (*)
DOS
CellCLI (*)
RDP

Correct Correct

63. Cables for expanding up to 3 full racks are included in the shipping mate
rials Mark for Review
(1) Points
True (*)

False

Correct Correct

64. Which response is considered to be the "building block of the massively p

arallel Exadata Storage Grid? Mark for Review
(1) Points
Exadata Database Server
F20 PCIe Flash Card
Exadata Storage Server (*)
Infiniband Switch

Incorrect Incorrect. Refer to the WZT-6404: Sun Oracle Database Machine: WBT
Differences Training Rev C training for more information.

65. The Database Resource Manager (DBRM) runs on the Exadata Storage Server
Mark for Review
(1) Points
True
False (*)

Correct Correct
66. The half-rack can be expanded by cabling additional half-racks together.
Mark for Review
(1) Points
 True (*)
False

Correct Correct

67. The Exadata Database Machine Half Rack configuration now ships with a 3rd
Infiniband Switch located at the bottom of the rack. Mark for Review
(1) Points
True (*)
False

Correct Correct

68. The Cisco Gigabit Ethernet Switch is used primarily to Mark for Review
(1) Points

Balance out the rack air-flow

Migrate data into the Database Machine
Administer the Database Machine (*)

Incorrect Incorrect. Refer to the WZT-6404: Sun Oracle Database Machine: WBT
Differences Training Rev C training for more information.

69. Where is the "spine" switch located in the Exadata rack? Mark for Revie
w
(1) Points
lower-middle
bottom (*)
upper-middle
top

Incorrect Incorrect. Refer to the WZT-6404: Sun Oracle Database Machine: WBT
Differences Training Rev C training for more information.

70. The Exadata database and storage servers communicate using the iDB protoc
ol over the Infiniband network. Mark for Review
(1) Points
True (*)
False
 Correct Correct
71. This training resource is built for practical real-world situations, allowi
ng you to gain valuable hands-on experience as well as use the presented solutio
ns as the foundation for production implementation, dramatically reducing time t
o deployment. Mark for Review
(1) Points
Oracle By Example (OBE) (*)
Transfer of Information (TOI)
Sustaining Support
Newsletters
Customer Services Catalog

Correct Corrrect

72. This region contains the capability to drill down and see the details for
any of the systems in your collected configurations. You can compare point in t
ime history of your systems as well, allowing you to identify any changes that h
ave occurred over time. Mark for Review
(1) Points
Service Request region
Draft Service Request region
Systems region (*)
Getting started region
News region

Incorrect Incorrect, refer to the Creating Customer Value training for more
information

73. 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
Service Request region
Getting started region
News Region
Draft Service Request region
System Health Region (*)
 Incorrect Incorrect, refer to the Creating Customer Value training for more
information

74. 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. Mark for Review
(1) Points
Lifetime Support Policy (*)
Premier Support
Extended support
Sustaining Support
None of the above

Correct Corrrect

75. This is another great resource, available to you 24x7 through the Knowled
ge 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. Mar
k for Review
(1) Points
Service Request tab
Knowledge Base (*)
Communtiy tab
Patches & Updates tabb
Dashboard tab

Correct Corrrect
76. Product Information Centers are one stop shops maintained within our
knowledge base that contain information about specific products and releases.
Mark for Review
(1) Points
True (*)
False

Correct Corrrect

77. The Inventory and Usage region is available even for those who are not us
ing the Configuration Manager. Mark for Review
(1) Points
True
 False (*)

Incorrect Incorrect, refer to the Creating Customer Value training for more
information

78. When using the Configuration Manager this region provides the opportunity
to share with Oracle Support the details of what is going on within your config
urations. your support engineer not only has access to your environment details
when working an issue. Engineers have visibility (through projects). Mark for
Review
(1) Points
Draft Service Request region
Getting started region
Knowledge region
Projects region (*)

News region

Incorrect Incorrect, refer to the Creating Customer Value training for more
information

79. This online assessment tool is designed to share Global Software Support
good practices across 5 domains - Strategy, Process, People, Technology and Gove
rnance with the goal to help customers get maximum value from their Oracle inves
tments Mark for Review
(1) Points
Customer Success Self-Assessment (*)
Sustaining Support
Newsletters
Transfer of Information (TOI)
Customer Services Catalog

Correct Corrrect

80. It is an integrated, multichannel, online collaboration portal that lever

ages the latest Web 2.0 technologies to provide real-time access to Oracle s knowl
edge repository. It is a venue where customers exchange knowledge with an extens
ive network of peers and Oracle experts. Mark for Review
(1) Points
DB Upgrade companion
Support Diagnostics Tools
 Configuration manager
Maintenance Wizard
My Oracle Support Community (*)

Incorrect Incorrect, refer to the Creating Customer Value training for more
information
This stage of Life time Support provides maintenance and support of Oracle data
base, middleware, and application products for 5 years from their general availa
bility date. Mark for Review
(1) Points
Lifetime Support Policy
Premier Support (*)
Extended support
Sustaining Support

None of the above

Correct Corrrect

Oracle's Lifetime Support Policy

(Answer all questions in this section)
82. Extended Support is provided for an how many additional years after Premi
er Support ends? Mark for Review
(1) Points
5 years
1 Year
3 years (*)
8 Years

No limit

Incorrect Incorrect. Refer to the Lifetime Support training for more inform
ation.

83. Lifetime Support supports you at Every Stage of the Applications Life Cyc
le Mark for Review
(1) Points
True (*)
False
 Incorrect Incorrect. Refer to the Lifetime Support training for more inform
ation.

84. Lifetime Support is only Applicable to which of the following Oracle Prod
ucts? Mark for Review
(1) Points
JDEdwards
PeopleSoft
Oracle E-Business
Siebel
All of the above (*)

Correct Corrrect

MVSP Overview
(Answer all questions in this section)
85. There are no call restrictions with other members at the TSANet Mission C
ritical level Mark for Review
(1) Points
True (*)
False

Correct Correct
86. Which of the following statements are Partner requirements for collaborati
on in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points
(Choose all correct answers)

Partner must provide and maintain standard contact and escalation informati
on for the MVSP. (*)
Partner must provide the Mutual Customer s support identification number when
collaborating with Oracle Support. (*)
As part of the MVSP, Partners have the option of collaborating with Oracle
Support on a Mutual Customer support issue.
Partner must direct Mutual Customers to contact Oracle Support directly on
Oracle-related issues.
Partner must establish their own severity levels and response timeframes fo
r Mutual Customer support issues.
 Correct Correct

87. which are TSANet relationship levels? Mark for Review

(1) Points
(Choose all correct answers)
Classic or Standard Community (*)
Closed Group Agreements (*)
Mission Critical Community (*)
Open Group Agreements

Incorrect Incorrect. Refer to the Multi-Vendor Support Program Overview tra

ining for more information.

88. Which of the following statements reflect the value proposition to our Mu
tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark fo
r Review
(1) Points
(Choose all correct answers)
Increases the risk and costs associated with owning multi-vendor solutions.

Improves response by having all parties involved in the collaboration. (*)

Increases the time to implementation for multi-vendor solutions.
Strives to prevent the frustration of finger-pointing between vendors and imp
roves overall satisfaction. (*)
Provides enhanced support value for multi-vendor implementations. (*)

Correct Correct

89. how many MVSP components? Mark for Review

(1) Points
2 (*)
1

Correct Correct

Oracle Support Basics

(Answer all questions in this section)
 90. Who retains ownership of the SR? Mark for Review
(1) Points
Starts with Oracle and then moves back and forth
Starts with Partner and then moves back and forth
Oracle retains ownership throughout
Shared ownership throughout (*)

Correct Correct

91. True or False? The first level of escalation will bring Support Management
attention to your SR Mark for Review
(1) Points
True (*)
False

Incorrect Incorrect, refer to the Oracle Support Basics training for more i
nformation

92. When can you log a SR via My Oracle Support? Mark for Review
(1) Points
Every Day, 9am to 5.30 pm
It depends on the level of your Support service
Monday to Friday, 9am to 5.30 pm
24x7 (*)

Correct Correct

93. How long will a Oracle Collaborative Support session last? Mark for Rev
iew
(1) Points
Up to 5 minutes
Unlimited
Will take 20 minutes butmaybe dependent on the engineer who is doing the OCS
. (*)
Up to 1 hour

Incorrect Incorrect, refer to the Oracle Support Basics training for more i
nformation
 94. Which 3 of the following does My Oracle Support allow you access to? Ma
rk for Review
(1) Points
(Choose all correct answers)
Oracle User Community (*)
Oracle Education Schedules
Bug information (*)
Patches (*)

Correct Correct

95. What can you expect following an escalation request? Mark for Review
(1) Points

Support Engineer passes SR to another engineer

Oracle Support manager telephones you to discuss your problem and agree to a
n action plan (*)
24x7 working until problem resolved
Oracle Consultant onsite within 24 hours

Incorrect Incorrect, refer to the Oracle Support Basics training for more i
nformation
96. How do you report a bug to Oracle Development Mark for Review
(1) Points
Contact Oracle Support and they will raise a bug with Development if appropr
iate (*)
Contact Development via Oracle Partner Manager
Contact Oracle Support and they will give you a number for Development

Contact Development direct

Correct Correct

97. When should a SR severity be changed? Mark for Review

(1) Points
Never
When escalating a SR
As soon as the SR is opened
 When the impact on the business changes (*)

Correct Correct

98. Who controls My Oracle Support access for your CSI? Mark for Review
(1) Points
Customer Users Administrator for your CSI (*)
Oracle Sales team
Oracle Support Engineer
Your Oracle Partner Manager

Correct Correct

My Oracle Support
(Answer all questions in this section)
99. My Oracle Support Global Search searches Mark for Review
(0) Points
The Document Body text only and not the Attachment text
The Attachment text only and not the Document Body text
Both the Document Body and the Attachment texts (*)

Correct Corrrect

100. If the Patch Recommendation region is enclosed in an orange box and disp
lays Sample, this means that Mark for Review
(0) Points
Your CUA did not give you privilege to view Patch Recommendations

None of the Above

Your profile does not include a CSI with configuration data collected/upload
ed by collectors (*)
There are no recommended patches you need to install into your environment
You did not properly set up your region to display Patch Recommendations

Correct Corrrect
101. How many filters can you add using PowerView Mark for Review
(0) Points
 As many as you need (*)
None
1
5
10

Correct Corrrect

102. Patch Plan shows the planned releases of patches for the different Oracl
e Product Lines Mark for Review
(0) Points
True
False (*)

Correct Corrrect

My Oracle Support Community

(Answer all questions in this section)
103. To enter the My Oracle Support Community area you will need to: Login to
My Oracle Support Navigate to the Community Tab and click on the Enter My Oracle
Support Community button Mark for Review
(1) Points
False
True (*)
Response 3
Response 4
Response 5

Correct Correct

104. This business tool - My Oracle Support Community gives you:- Mark for
Review
(1) Points
(Choose all correct answers)
Immediate access to an extensive network of resources to locate answers to
your questions (*)
access to Oracle experts, industry peers, and an aggregate of knowledge res
ources (*)
Access to resolution information Support as well as the robust search capab
ility against collective community knowledge. (*)
A venue to share best practices and knowledge with peers and experts. (*)
None of the above

Incorrect Incorrect. Refer to the My Oracle Support Community training for

more information.

105. The main idea behind the My Oracle Support Community is to connect peopl
e and to develop information. Oracle does this by using tools such as discussion
forums, document exchange, tagging, searching, and messaging. Mark for Review
(1) Points
True (*)

False

Correct Correct
106. This tab in My Oracle Support community allows you to search or browse for
other members of the community Mark for Review
(1) Points
Profile tab
Discussions and Documents tab
People finder tab (*)
Private Messages tab
Tags tab

Incorrect Incorrect. Refer to the My Oracle Support Community training for

more information.

107. This is the region where the message from an Oracle Executive is often h
ighlighted. Mark for Review
(1) Points
The Tags region
The News and Announements region
The Getting started region
The Recent content region
The Spotlight region (*)
 Incorrect Incorrect. Refer to the My Oracle Support Community training for
more information.

108. In My Oracle Support content this represents a collection of Communities

. Often, organize in a tree structure so members can easily find the topics whic
h are listed. Mark for Review
(1) Points
Threads
Discussions
Messages
Categories (*)
Community

Incorrect Incorrect. Refer to the My Oracle Support Community training for

more information.

Oracle Collaborative Support Program

(Answer all questions in this section)
109. Which of the following are the benefits of using Oracle Collaborative Su
pport ? Mark 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

Correct Correct

110. Oracle Collaborative Support is accessed via which of the following: M

ark for Review
(1) Points
My Oracle Support (*)
Oracle.com
OPN
 Google Tools
None of the Above

Correct Correct

111. In the OWC Toolbar , click on the following to enable Desktop Sharing Ma
rk for Review
(1) Points
Attendee drop down list
Share Entire Desktop (*)
Share 'Nothing'
Conference Details button
Chat icon

Incorrect Incorrect. Refer to the Collaborative Support Program Overview tr

aining for more information.

How to Escalate a Service Request within Oracle Support

(Answer all questions in this section)
112. The most effective way to escalate a SR is to Mark for Review
(0) Points
Update the SR with escalation request via My Oracle Support

Via your Oracle Account Manager

Call into the Support Hotline number
Update SR in My Oracle Support and then call into Support (*)

Correct Correct

113. When a Service Request meets the de-escalation criteria or is no longer

critical , the Escalation Owner can de-escalate it , with your agreement. Mark
for Review
(0) Points
True (*)
False

Correct Correct
Customer Service Soft-skills Training Best Practices
(Answer all questions in this section)
114. It is good communication practice to train staff to shield customers fro
m internal issues maintain professionalism and confidence when in front of custo
mer if internal roadblocks are encountered. Mark for Review
(1) Points
True (*)
False

Correct Correct

115. Effective Communication skills are NOT essential in developing satisfied

customers. Mark for Review
(1) Points
True
False (*)

Correct Correct

116. When reviewing communication standards in your company it s important to re

view and address the following subject. List all that applies. Mark for Review
(1) Points
(Choose all correct answers)
Use different vocabularies for addressing managers vs high tech database ad
ministrator (*)
Observe proper etiquette in address customers. (*)
Develop protocol for conducting and managing conference calls (*)
Understand how to properly address conflict and issues to defuse emotion (*
)
Speak in a tone that offers support and confidence. (*)

Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Bes

t Practices training for more information.

117. 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

Correct Correct

118. A great deal of customer escalations can be prevented by awareness of cu

stomer on knowing what to expect. . Mark for Review
(1) Points
True (*)
False

Correct Correct

119. Which of the following statements are true and will make happy customers
more happier. (Select all that applies). Mark for Review
(1) Points
(Choose all correct answers)
Provide your customers with new product or service information before it is
widely disseminated. (*)
Most customers gladly will accept any documentation or materials you believ
e may help them utilize their software more efficiently. (*)
Keep track of the things you have done in the past to make them happy; do m
ore of the same (*)
Strive toward making your relationships with your customers true partnershi
ps rather than that of just a vendor-customer (*)
Understand your customers plans for future utilization, expansion and make t
he appropriate recommendations for upgrading to newer or different software or r
eleases. (*)

Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Bes

t Practices training for more information.

120. What are softskills? Soft Skills let your customers know: (Select all th
at 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 Correct