Questions Review

1. Customer User Administrator and Support Identifiers

1. A Support Identifier Group (SIG) enables your CUA to group hardware assets,
software licenses, and users in a single SI.

Answers
1.TRUE
2.FALSE

2. The Customer User Administrator (CUA) can manage access levels for other CUAs
for the SAME Support Identifier (SI).

Answers
1.TRUE
2.FALSE
3.
4.
5.

3. Joe is a CUA for his company. His team members are globally located (and so are
his assets). As a result, he has multiple SIs and is struggling to easily manage
the SIs and assets. What feature in My Oracle Support can help him?

Answers
1.There is nothing available in My Oracle Support. Joe has to call his Oracle
Sales Representative to get this fixed.
2.Joe can make use of the features in Administrative, Support Identifiers to
Create New SI where he can co-locate users and assets.
3.Joe has to log a Non Technical Service Request and Oracle Support will set up a
new SI for him.
4.None of the above

4. It is an Oracle recommended best practice to have multiple CUAs for each

Support Identifier (although you are allowed to select only one per SI).

Answers
1.TRUE
2.FALSE
3.
4.
5.

5. Oracle Support manages roles and responsibilities for all users associated to a
Support Identifier in My Oracle Support.

Answers
1.TRUE
2.FALSE

6. Who approves End Users and sets their access levels for My Oracle Support?

Answers
1.Oracle Support
2.Your Organization
3.Your Customer User Administrator (CUA)
4.You do not need approval for access
5.None of the above
 6.

2. Introduction to My Oracle Support

1. If you have more tab options than the space available in My Oracle Support,
they are located under the More tab.

Answers
1.TRUE
2.FALSE

2. Once you have access to My Oracle Support, your CUA is the first point of
contact for any access issues you experience with My Oracle Support.

Answers
1.TRUE
2.FALSE

3. What is the benefit of generating an SR Report in My Oracle Support?

Answers
1.You can click a button to send this report directly to your CUA for analysis
2.You can easily update any SR from your customized report
3.If you have a lot of SRs, this option makes it easy to sort and analyze them and
also review with your team

4. My Oracle Support has pre-set dashboard configuration options based on role.

For example, you can go to the Customize link and select (Hardware User) to
automatically add the regions to your dashboard associated with this user type.

Answers
1.TRUE
2.FALSE

5. In the learning content, what best practice recommendation was highlighted with
regard to the regions on the dashboard?

Answers
1.Make sure you are aware of the regions available on each tab. If it’s been a
long time since you updated your regions, take a few minutes to preview
2.The regions on each tab are standard, so take a few minutes to understand the
options
3.You are able to change the regions on each tab only one time
4.You need to alert your CUA that you want to customize your dashboard

6. Your current role is important to consider when customizing your tab regions as
certain information like Service Requests may be important (and you want that type
of region easily visible at the top).

Answers
1.TRUE
2.FALSE

3. Knowledge Search and Browse

1. After performing a search, your results are displayed. What options are
available to further refine your search results?

Answers
 1.Once the search has run, you would need to create a new one with more filters.
2.Turn off Search Term Suggestion in knowledge preferences
3.You can filter the results by clicking the down arrow next to the knowledge
source type.
4.You can select one or more knowledge collection types, add more words, and
select a product, version or platform

2. During SR Creation flow, My Oracle Support will offer you suggested solutions
as you define your problem. You have the option to turn off these suggested
solution results (My Account, Knowledge Preferences), although it is a recommended
best practice to leave the suggestions turned on.

Answers
1.TRUE
2.FALSE

3. When you type a search string into the global search bar (on any tab), your
search results are usually provided on the Knowledge tab unless you search for a
specific Service Request number.

Answers
1.TRUE
2.FALSE

4. Tom is always looking to improve his productivity. He often searches in My

Oracle Support and spends time each week reviewing his search results. A colleague
recommended that he set up and use PowerViews to help filter and focus his
information needs. What can Tom accomplish by creating a PowerView?

Answers
1.He can replace the global search functionality by creating a PowerView
2.He can create a PowerView for a specific product, and turn it on when needed to
automatically filter Knowledge and other regions. He can also create multiple
PowerViews to display information that he needs for different products.
3.He can automate information updates to his email as each PowerView has the
option to trigger an email when specified content is updated.
4.None of the above

5. You want to maximize your search approach in My Oracle Support to make sure you
find relevant content quickly and easily. How many search terms should you use?

Answers
1.Only use ONE search term to ensure you get all possible replies
2.There is no exact number. You should enter a phrase (rather than a single term).
If you are looking to include a specific term (i.e., My Oracle Support Training),
use quotes around the full term you want included
3.More than 10 search terms is recommended
4.You should include 5 search terms for the best possible result

6. You will often see terms such as Search Helper or Search Assistant (or both of
these terms) in a title. What service are these features providing?

Answers
1.A search helper or search assistant is a guided path to a known solution
2.Voice-activated help feature that you can turn on in My Oracle Support
3.An option you can select under Knowledge Preferences
4.A new section in the Service Request process
4. Product Certification
1. The Certifications tab in My Oracle Support is able to directly answer most of
your certification questions. The exception is older information that may not be
included.

Answers
1.TRUE
2.FALSE

2. You type a search for Oracle E-Business Suite, Release 12.2.4, and leave
Platform as ANY. Your Certification search results will show a list of Oracle-E-
Business Suite 12.2.4 certifications with components like Operating Systems,
Application Servers, and Databases. You will be able to drill into the details
using the links under Number of Releases and Versions.

Answers
1.TRUE
2. FALSE

3. What does the Certifications tab in My Oracle Support provide to the user?

Answers
1.A quick way to log Service Requests related to Certification questions.
2.This tab is only available to you in My Oracle Support if you purchase a special
support contract. The average user does not have access.
3.Access to product certification information
4.None of the above

4. You need to search for certification data to prepare for your team meeting.
However, you are NOT sure of the exact product name to use in the Certifications
tab. What is the recommended approach to find what you need?

Answers
1.Open a new technical Service Request with Oracle Support
2.You may be able to find your product by typing a portion of the name. Try a few
possible names for your product, including abbreviations. As you type, you can
select your desired product from the options displayed. Many Oracle products are
findable with aliases
3.Create a new discussion and ask the Certifications community
4.Check your SI to find out exactly how to input the product name
5.None of the above

5. Your team is planning to upgrade your Oracle E-Business Suite installed

product. You are a couple releases behind the latest version. You can use the
Certifications search to compare certifications for multiple releases to make a
recommendation to your team.

Answers
1.TRUE
2. FALSE

6. You are preparing an upgrade plan for Oracle Database Vault. If you create a
Certifications search, you will be able to see support information for this product
that includes End dates for Premier Support, Extended Support, and Sustaining
Support.

Answers
1.TRUE
2. FALSE
5. Patches and Updates
1. Patch Plans are available for all products and do NOT require the use of
configurations.

Answers
1.TRUE
2.FALSE

2. The product name used by the patch system in My Oracle Support is the same as
the product name used for service requests or the Knowledge base. To find the
product name, start entering the product name that you are looking for in the
Product box and the product selector will narrow down the choices to help you find
the right product

Answers
1.TRUE
2.FALSE

3. What approach would you take to find out about Oracle recommended patch sets
for your product?

Answers
1.Create a new discussion in the appropriate patching community and ask your
trusted network
2.Use the Patch Advanced Search, selecting product and release of interest, and
checking the (Show recommended patches only) checkbox
3.Log a Service Request
4.Use Google to find out what recommended patches are available
5.Add the Recommended Patch Sets region to your dashboard

4. You are relatively new to patching your Oracle Product. Where can you get
additional clarification on My Oracle Support functionality related to patching?

Answers
1.Log a technical Service Request to ask for advice on patching
2.Use the General Patch Questions region on the Patches & Updates tab and locate
the general patch questions link and type in your question
3.Log a non-technical service request to get a brief demo from Oracle Support on
patching
4.From the Patches & Updates tab, select the help link (upper right) to view
patching-related information like Patch Searches and Patch Details

5. To download a specific patch, you must have Patch Download Access in your
account that matches the Download Access on the patch AND your customer user
administrator (CUA) must set Access Patches to DOWNLOAD (not View Only) for your
account.

Answers
1.TRUE
2.FALSE

6. Regardless of your specific Oracle products, the general process to download

patches in My Oracle Support is usually the same.

Answers
1.TRUE
2.FALSE
6. My Oracle Support Community
1. The same Oracle Support Engineers that resolve technical Service Requests also
participate in My Oracle Support Community to share their knowledge and expertise
as part of this trusted community.

Answers
1.TRUE
2.FALSE

2. You have a question regarding Oracle Database. You are new to the community
framework and are not sure how to locate a relevant Database-oriented community.
What is your best approach? Check all that apply.

Answers
1.Using the banner navigation, click the Space List down arrow, locate the Oracle
Database MOSC space and click it view the related sub-spaces
2.You can type in your Database question in the search bar and drill into likely
answers to identify a Database Community for your area of interest.
3.Open a non-technical Service Request
4.Post this question in the Using My Oracle Support Community

3. Which of the following attributes describe the value of My Oracle Support

Community?

Answers
1.Available to users 7x24x365. You can always engage in the global community at a
convenient time in your work day
2.Each community is staffed with a special set of Oracle support engineers who
engage exclusively with online questions
3.Leverage the shared experience of your peers and subject-matter experts to
quickly expand your knowledge and awareness
4.Using communities allows you to bypass the standard Service Request creation
process in My Oracle Support and fast-track your issues
5.Both 1 and 3

4. Your Community e-mail box is quickly filling up with emails. You need to easily
get it back under control. What actions can you take to resolve this issue?

Answers
1.From the dropdown next to your name, select (Preferences) and review your Email
Preferences. Make changes to best meet your objectives.
2.Validate that you are NOT following the top-level My Oracle Support (MOSC)
Community as you get email for EVERY update in every space.
3.Make sure you FOLLOW only top-level communities to reduce emails
4.There is nothing you can do to filter the number of emails you receive

5. As an experienced user, you are familiar with spaces and sub-spaces in

Community. Is the following example correct? Oracle Database (MOSC) is a top-level
space and Database Networking (MOSC) is the sub-space you select to post a database
networking question.

Answers
1.TRUE
2.FALSE

6. In the accreditation series, we cover the importance of finding the right sub-
space for your questions to ensure a fast response from the subject experts. What
happens if you post a product-specific question into the general Using My Oracle
Support Community?

Answers
1.A moderator for the community will directly email you to request that you remove
this question
2.The question will trigger an automatic email that alerts you to ask the question
in a different community
3.The moderator for the community will see that the question is NOT in the right
community and will attempt to find the right community for your question. This
impacts the time to resolution of your question
4.None of the above

7. Best Practices for Hardware and Software

1. If you wanted to run a health check against Oracle E-Business Suite, what tool
is the right choice?

Answers
1.ORAchk
2.EXAchk
3.Oracle Services Tools Bundle (STB)
4.Oracle Service Request (ASR)

2. EXAchk supports all supported hardware types, operating systems, firmware

versions, and Oracle versions for specific Oracle engineered systems.

Answers
1.TRUE
2. FALSE

3. Some of the benefits of leveraging ORAchk in your business include risk

reduction, automated proactive warnings, ability to run it in your environment, and
reports via email.

Answers
1.TRUE
2. FALSE

4. The Oracle Toolbox we highlighted in the learning content is a catalog of

product-based and generic tools. It offers a single source to quickly start
building your diagnostics and health toolkit.

Answers
1.TRUE
2. FALSE

5. The Oracle Services Tools Bundle (STB) includes components such as Oracle
Remote Diagnostic Agent (RDA) and Oracle Autonomous Crashdump Tool (ACT).

Answers
1.TRUE
2. FALSE

6. Oracle Auto Service Request (ASR) is part of Oracle's proactive services.

Answers
1.TRUE
2. FALSE
8. Create and Manage Service Requests
1. You are in the process of logging a new Service Request. During Step 2
(Solutions), you see a solution that does resolve your issue. What should you do
next?

Answers
1.Continue logging the Service Request and make a note to review the solutions at
a later time
2.Turn off the option to view suggested solutions to speed up your process to
create a new SR
3.Exit the Service Request process and do NOT log this Service Request (click
Cancel and OK)
4.None of the above
5.

2. A recommended best practice is to validate your access levels in My Oracle

Support BEFORE you create a service request. Where can you validate your access?

Answers
1.My Account, Support Identifiers. Check for Create and Update access for your
Support Identifiers
2.Ask your CUA
3.Attempt to open a new SR and see if you can submit
4.My Account, View Users. Look up your name and see your current access levels

3. A User with Create and Update access can log a Service Request in My Oracle
Support by selecting Create SR on the Service Requests tab

Answers
1.TRUE
2.FALSE

4. The following is a common problem that Users encounter when trying to log a
Service Request. They do not have the correct access level in My Oracle Support
and/or do not have the correct Support Identifier approved and associated with
their account

Answers
1.TRUE
2.FALSE

5. Which of the following is the best example of a complete Service Request

Problem Summary?

Answers
1.Blue screen
2.MySql is experiencing a connection problem
3.Application is slow in the afternoon
4.MySql (using JDBC eWay) is experiencing a connection problem: ClassName not
found

6. Management attention is about bringing the right resources to your Service

Request, improving the communication process, and creating an action plan to
resolve your issue.

Answers
1.TRUE
 2.FALSE

9. Mobile My Oracle Support

1. You receive a Tweet from Oracle while you are in a meeting. There is some
interesting information about one of your products. You can quickly log into Mobile
My Oracle Support and search the knowledge base to get more details to share with
your colleagues during the meeting.

Answers
1.TRUE
2.FALSE

2. The Mobile My Oracle Support application is only available to Users with the
Customer User Administrator (CUA) role

Answers
1.TRUE
2.FALSE

3. What is the best description of Mobile My Oracle Support?

Answers
1.A new type of My Oracle Support Community intended for users who want to review
discussions with their mobile device
2.A version of My Oracle Support that you can download to run on your desktop
3.My Oracle Support web-based application optimized for mobile devices
4.A new messaging system that emails you SR updates via your smart phone
5.None of the above

4. A best practice to get the most value from Mobile My Oracle Support would be to
mark any bugs or documents as FAVORITES that you want to review when you are at
your desk. You will not waste time trying to find them again when you go back to
the My Oracle Support portal.

Answers
1.TRUE
2.FALSE

5. You 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.

Answers
1.TRUE
2.FALSE

6. How do you access Mobile My Oracle Support?

Answers
1.You have to download the app from the primary portal and load it to your smart
phone
2.You open a Service Request and ask for special privileges
3.There is a unique URL for Mobile My Oracle Support access.
4.There is a button on My Oracle Support home page that allows you to jump to the
mobile application
10. Oracle Support Policies
1. What are the recommended ways to locate content about the End Date of support
for a product? Select all that apply.

Answers
1.Use the Certifications tab and review the support-specific content
2.Access oracle.com and locate the technical and lifetime policies under the
Support tab
3.Log a Service Request and request information about support dates
4.Call your Oracle Sales or Account Representative

2. What is the RECOMMENDED approach to resolve the issue of not being able to
download a specific patch for a Product (after the Support Date has passed).

Answers
1.Log a Service Request and ask Oracle to send it to you
2.Contact your Oracle Sales representative and ask them to call Oracle Support and
send you the patch
3.Contact your Oracle Sales representative and purchase Extended Software support
for your product that needs patching
4.Use Google to see if the patch is available somewhere on the Internet

3. The Lifetime Support Stages for your Oracle Products are: Premier Support,
Extended Support, and Sustaining Support.

Answers
1.TRUE
2.FALSE

4. You want to see a Support Benefits comparison table to understand what is

covered in Premier, Extended, and Sustaining Support. What is the recommended
approach to access the table and complete your review?

Answers
1.Post a question to the Using My Oracle Support Community
2.Locate the Lifetime Support Benefits table on the Oracle Lifetime Support
Policies page to review the details in the comparison table
3.Log a non-technical Service Request
4.Mark the Oracle Lifetime Support Policies (Document 971415.1) a favorite in My
Oracle Support

5. What is the BEST method to stay informed about the latest information on Oracle
Technical Support policies?

Answers
1.Bookmark the Oracle Support Technical Support Policy page and visit it when you
have a question
2.Download the Oracle Technical Support Policies and use these as your reference
guide
3.Set up Hot Topics E-mail notifications and select Support Policies as the KM
document type
4.Log a Service Request and ask Support to provide information about support
policies

6. For some product and release combinations on the Certifications tab, you may be
able to view Ongoing Support information related to availability of patches for
that combination.

Answers
1.TRUE
2.FALSE