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_______________________________________*****************************************
***************_________________________________________________
Value of Support
(Répondez à toutes les questions de cette section.)
1. Superior Ownership Experience is Oracle's commitment to
maximize the value of customer's enterprise software by which of the following?
Question à revoir
(1) Points

Reduce Total Cost of Ownership

Maximize Return

Minimize Risk

Build Relationships for Partner & Customer Success

All of the Above (*)

Correcte Corrrect

2. Advanced Customer Services provide personalized support

above and beyond Premier Support Question à revoir
(1) Points

Vrai (*)

Faux

Correcte Corrrect

3. The Global Support Infrastructure is made up of which of

the following? Question à revoir
(1) Points
(Choisir toutes les réponses correctes)

20,000 Software Developers

 24X7 Mission Critical Support (*)

7000+ Support Professionals (*)

12X5 Mission Critical Support

50 Local Languages

Correcte Corrrect

4. Configuration Support Manager can reduce time to log a S

ervice Request by how much time? Question à revoir
(1) Points

0.5

0.3 (*)

0.75

0.05

0.1

Correcte Corrrect

5. Configuration Support Manager can prepopulate a Service

Request with configuration data? Question à revoir
(1) Points

Vrai (*)

Faux

Correcte Corrrect

Lifetime Support
(Répondez à toutes les questions de cette section.)
 6. Extended Support is provided for an additional how many
years after Premier Support ends? Question à revoir
(1) Points

No limit

1 Year

8 Years

5 years

3 years (*)

Correcte Corrrect

7. It is Oracle's policy to force upgrades after a customer

has had 10 years in sustaining support. Question à revoir
(1) Points

Vrai

Faux (*)

Correcte Corrrect

8. In Applications Unlimited, Customer Driven Product Roadm

aps represent more of what to our customers? Question à revoir
(1) Points

More Choice

More Value

More Visibility (*)

More Time

All of the above

Incorrecte Incorrect. Refer to the Lifetime Support training for mo
re information.

9. Which of the following are modules of Oracle Premier Sup

port? Question à revoir
(1) Points
(Choisir toutes les réponses correctes)

Ecosystem Support (*)

Global Support Outerstructure

Lifetime Support (*)

Proactive Automated Support (*)

Product Enhancement and Updates (*)

Correcte Corrrect

10. While in Sustaining Support, the pricing is equal to pri

cing as if in Premier Support Question à revoir
(1) Points

Vrai (*)

Faux

Correcte Corrrect
Oracle Web Conferencing
(Répondez à toutes les questions de cette section.)
11. Conference reports can contain which types of informatio
n? Question à revoir
(1) Points
(Choisir toutes les réponses correctes)

Attendee Preferences

Attendees (*)
 Conferencing Documents (*)

Conferencing URLs (*)

Poll Results (*)

Correcte Corrrect

12. To Upload a Document, you would do which of the followin

g? Question à revoir
(1) Points

Email the OWC administrator

Click the Upload Document Button (*)

Enter a service request

Correcte Corrrect

13. To start your conference, you would do which of the foll

owing? Question à revoir
(1) Points

Call the attendees to join

Call or email the OWC system administrator

Conference will automatically start when scheduled

Select the Join Conference icon from the Conference Listed you wish to s
tart (*)

None of These

Correcte Corrrect

14. The primary use of the conference ID is which of the fol

lowing? Question à revoir
(1) Points
 (Choisir toutes les réponses correctes)

To allow conference attendees to join an Instant Conference (*)

For archival purposes (*)

To identify the conference administrator

To send Instant Messages to the conference attendees

None of These

Correcte Corrrect

15. Documents can only be made available to attendees during

the time of the conference Question à revoir
(1) Points

Vrai (*)

Faux

Correcte Corrrect

Working Effectively With Support - EBS

(Répondez à toutes les questions de cette section.)
16. Which of the following is not normally provided via Meta
link? Question à revoir
(1) Points

Certification information

Access to SR logging

Certified Advantage Partner Criteria (*)

Diagnostic Tests

Correcte Correct
 17. Which of the following is not a benefit of the Oracle Di
agnostic Tools? Question à revoir
(1) Points

Application customers can run proactive tests

Reduces SR ping-pong

Automatically capture customer configuration information

Customer can log SR and leave all action with Oracle until resolved (*)

Incorrecte Incorrect, refer to the Working Effectively with Oracle

training for more information

18. True or False? A SR should be escalated when the severit

y assigned does not reflect the true business impact Question à revoir
(1) Points

Vrai

Faux (*)

Correcte Correct

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

Question à revoir
(1) Points

Update Metalink

Call into Support

Via your Oracle Account Manager

Update Metalink and then call into Support (*)

Correcte Correct
 20. What can you expect following an escalation request?
Question à revoir
(1) Points

Oracle Consultant onsite within 24 hours

Oracle Support manager telephones to discuss your problem and agree acti
on plan (*)

Support Engineer passes SR to another engineer

24x7 working until problem resolved

Correcte Correct
Making the most of Metalink
(Répondez à toutes les questions de cette section.)
21. What is the maximum number of SR profiles can you set up
? Question à revoir
(1) Points

50

10 (*)

25

Correcte Corrrect

22. You can find out when your CSI license expires by Naviga
ting to Profile - Licenses - and click on Show hyperlink next to your Support Id
entifier Question à revoir
(1) Points

Vrai (*)

Faux
Correcte Corrrect

23. How far back can you search for Service Requests?
Question à revoir
(1) Points

5 Years

90 Days

365 Days (*)

30 Days

7 Days

Correcte Corrrect

24. What does Secure Enterprise Search enable you to do?

Question à revoir
(1) Points

SES enables you to search a subset of Oracle Product Documentation, OTN,

and Oracle.com from within MetaLink. (*)

SES enables you to filter incoming messages

SES allows you to open secure forums to communicate issues

SES puts you in direct contact with Oracle support

Correcte Corrrect

25. How do you set up your preferences to "PUSH" information

to yourself? Question à revoir
(1) Points

Navigate to Profile, preferences, add and personalize your settings. (*)

Submit a Metalink Service Request

 Press the 'Push' button

Enter preference info into Email Matrix

None of these

Correcte Corrrect

Support Diagnostics
(Répondez à toutes les questions de cette section.)
26. If you have a Support Diagnostics related question, whic
h Forum should you use on MetaLink to pose your question? Question à revoir
(1) Points

Production Diagnostics Project Forum

Oracle General Support Forum

Support Diagnostics Project forum (*)

Oracle Direct Support Forum

Correcte Corrrect

27. You access Support Diagnostics by logging into the eBusi

ness Suite and choosing "Oracle Diagnostics Tool" responsibility. Question
à revoir
(1) Points

Vrai (*)

Faux

Correcte Corrrect

28. What is the master MetaLink note to reference that conta

ins Support Diagnostics information? Question à revoir
(1) Points

MetaLink Note 168000.1

 MetaLink Note 167000.5

MetaLink Note 7000.1

MetaLink Note 167000.1 (*)

Correcte Corrrect

29. What types of Support Diagnostic tests are available?

Question à revoir
(1) Points
(Choisir toutes les réponses correctes)

Setup (*)

Activity (*)

Impact

Assessment

Collection (*)

Correcte Corrrect

30. How often are updates released for Support Diagnostics?

Question à revoir
(1) Points

Bi-Monthly (*)

Weekly

Quarterly

Monthly

Yearly
Correcte Corrrect