1.

 Identify the
support  Mark for
model Review 
described: (1) Points
This support
model
support
software
defects are
identified
and
customers
are
automaticall
y notified of
the potential
problem and
it’s impact.

Traditional support model

Pro-active support model

Predictive support model (*)

None of the above

All of the above

Incorrect, refer to the Creating Customer Value

training for more information

2.  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

Corrrect

3.  This is Oracle's simple, predictable, and the most comprehensive policy
available, it helps drive your business by putting you in control of your  Mark for Review 
upgrade strategy success. (1) Points

Lifetime Support Policy (*)

Premier Support

Extended support

Sustaining Support

None of the above

Corrrect
 4.  This a a resource available in oracle.com that provides full list of services,
which presents to customers the complete portfolio of Oracle Customer  Mark for Review 
Services making it easier to find the right services based on their solution (1) Points
lifecycle needs.

Newsletters

Transfer of Information (TOI)

Lifetime Support Policy

Customer Services Catalog (*)

Sustaining Support

Corrrect

5.  True or False. Browse knowledge allows users to navigate through the product
hierarchy to specific folders of content in order to eliminate noisy results  Mark for Review 
generated from generic queries against the entire knowledge base. Searching (1) Points
the knowledge base using the browser feature is a support best practice and
is the best way to access product specific information.

True (*)

False

Corrrect

Page 1 of 10 Next Summary

6. It is an
integrated,  Mark for
multichannel, Review 
online (1) Points
collaboration
portal that
leverages
the latest
Web 2.0
technologies
to provide
real-time
access to
Oracle’s
knowledge
repository. It
is a venue
where
customers
exchange
knowledge
with an
extensive
network of
peers and
Oracle
experts.

Maintenance Wizard

My Oracle Support Community (*)

Support Diagnostics Tools

DB Upgrade companion

Configuration manager

Corrrect

7.  This resource brings you news, technical content, and technical updates from
the various Oracle Support teams. They are created for the purpose of  Mark for Review 
enhancing your service experience with Oracle Support by proactively (1) Points
providing you with valuable information.

Sustaining Support

Customer Services Catalog

Newsletters (*)

Transfer of Information (TOI)

Lifetime Support Policy

Corrrect

8.  This region where we push important information from Oracle to our
customers about what is happening within support, about critical patches that  Mark for Review 
have become available, about significant changes that may be occurring (1) Points
within support.

Breaking News region (*)

News region

Service Request region

Getting started region

Draft Service Request region

Incorrect, refer to the Creating Customer Value

training for more information

9.  Identify the support model described: This support model centered around
reactively working customer issues. You work with support on the issue,  Mark for Review 
identify a solution, and then move to implement that solution. (1) Points

Traditional support model (*)

Pro-active support model

Predictive support model

 None of the above

All of the above

Correct

10.  This region from the dashboard provides an overall view of system health
across the enterprise, configuration, or specific targets based on how you  Mark for Review 
have set up your dashboard. This region is only available to those customers (1) Points
who are taking advantage of the Configuration Manager.

Getting started region

System Health Region (*)

Service Request region

Draft Service Request region

News Region

Corrrect

Previous Page 2 of 10 Next Summary

11. This training
resource is built  Mark for
for practical Review 
real-world (1) Points
situations,
allowing you to
gain valuable
hands-on
experience as
well as use the
presented
solutions as the
foundation for
production
implementation,
dramatically
reducing time
to deployment.

Oracle By Example (OBE) (*)

Sustaining Support

Customer Services Catalog

Transfer of Information (TOI)

Newsletters

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

12.  Lifetime Support is only Applicable to which of the following Oracle

Products?  Mark for Review 
(1) Points

JDEdwards

PeopleSoft

Oracle E-Business

Siebel

All of the above (*)

Corrrect

13.  Lifetime Support supports you at Every Stage of the Applications Life
Cycle  Mark for Review 
(1) Points

True (*)

False

Corrrect

14.  It is Oracle's policy to force upgrades after a customer has had 10 years
in sustaining support.  Mark for Review 
(1) Points

True

False (*)

Corrrect

MVSP Overview
(Answer all questions in this section)

15.  A "Mutual Customer" under the Multi-Vendor Support Program must have
an active support contract with BOTH Oracle and a participating Partner.  Mark for Review 
(1) Points

True (*)

False
 Correct

Previous Page 3 of 10 Next Summary

16. Which of the
following  Mark for
statements Review 
are Partner (1) Points
requirements
for
collaboration
in the Multi-
Vendor
Support
Program
(MVSP)?

(Choose all correct answers)

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 establish their own severity levels and response
timeframes for Mutual Customer support issues.
Partner must direct Mutual Customers to contact Oracle Support directly
on Oracle-related issues.
Partner must provide and maintain standard contact and escalation
information for the MVSP. (*)

Incorrect. Refer to the Multi-Vendor Support

Program Overview training for more information.

17.  There are no call restrictions with other members at the TSANet Mission
Critical level  Mark for Review 
(1) Points

True (*)

False

Incorrect. Refer to the Multi-Vendor Support

Program Overview training for more information.

18.  which year was TSANet established?

 Mark for Review 
(1) Points

1994

1991

1990
 1993 (*)

1992

Correct

19.  Under MVSP model, customer call a vendor for a problem. While the support
analyst decides involvement from another vendor, he will log SR to another  Mark for Review 
vendor, then customer follow the SR to another vendor. (1) Points

True

False (*)

Incorrect. Refer to the Multi-Vendor Support

Program Overview training for more information.

Oracle Support Basics

(Answer all questions in this section)

20.  True or False? The most effective way to escalate an SR is to contact your
Oracle Partner Manager  Mark for Review 
(1) Points

True

False (*)

Correct

Previous Page 4 of 10 Next Summary

21. Which of the
following is  Mark for
not the Review 
responsibility (1) Points
of a Support
Engineer?

Provide resolutions or workarounds

Educate customers on how to use the products (*)

Contribute to the knowledge base content

Respond to new incoming SRs

Correct
22.  What is the most effective way to escalate a SR?
 Mark for Review 
(1) Points

Via your Oracle Account Manager

Update My Oracle Support

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

Call into Support

Correct

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

 Mark for Review 
(1) Points

It depends on the level of your Support service

24x7 (*)

Monday to Friday, 9am to 5.30 pm

Every Day, 9am to 5.30 pm

Incorrect, refer to the Oracle Support Basics

training for more information

24.  Which is a valid name of a diagnostic tool for Oracle Server?

 Mark for Review 
(1) Points

Configuration Manager

SR (Service Request)

RDA (Remote Diagnostic Agent) (*)

OWC (Oracle Webconference)

Correct

25.  What is Oracle's on-line Support Service?

 Mark for Review 
(1) Points

My Oracle Support (*)

OPN

Premier

Service Request

Incorrect, refer to the Oracle Support Basics

training for more information
Previous Page 5 of 10 Next Summary

26. When
should a  Mark for
SR Review 
severity (1) Points
be
changed
?

When the impact on the business changes (*)

As soon as the SR is opened

When escalating a SR

Never

Correct

27.  Which of the following is not a benefit of the Oracle Diagnostic Tools?
 Mark for Review 
(1) Points

Reduces SR ping-pong

Captures customer configuration information

Application customers can run proactive tests

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

Correct

28.  What does escalating a SR mean?

 Mark for Review 
(1) Points

Increasing the severity

Bringing Support management attention to the problem (*)

Referring to your Oracle Account Manager

Arranging on-site assistance

Correct

My Oracle Support
(Answer all questions in this section)

29.  You can search for particular Document ID using PowerView

 Mark for Review 
 (1) Points

True

False (*)

Corrrect

30.  Oracle recommends that customers install CPU Patches immediately

 Mark for Review 
(1) Points

True (*)

False

Corrrect

Previous Page 6 of 10 Next Summary

31. Projects
works with  Mark for
Configuration Review 
to (1) Points

(Choose all correct answers)

Allows you to keep track of issues affecting your milestone (*)

Helps you schedule and plan for the roll-out of new Oracle
implemenations (*)
Allows you to monitor SRs that are attached to a Project (*)

Allows you to manage the systems you choose to include in a single

region (*)
None of the Above

Incorrect. Refer to the Using Projects in My Oracle

Support training for more information

32.  Patch Plan shows the planned releases of patches for the different Oracle
Product Lines  Mark for Review 
(1) Points

True

False (*)

Incorrect. Refer to the Patches and Updates on

My Oracle Support training for more information
 My Oracle Support Community
(Answer all questions in this section)

33.  The Main Community Home Page contains links to new member orientation
resources, recorded trainings, FAQs, and a variety of other helpful resources  Mark for Review 
for those of you just starting out in the communities. (1) Points

True (*)

False

Correct

34.  The My Oracle Support Community is set-up using Categories, Communities,

Discussions, and Threads.  Mark for Review 
(1) Points

True (*)

False

Correct

35.  The Main Community Home page or tab is comprised of a number of regions
including My Communities, Rank, Tags, Top Participants, Community  Mark for Review 
Spotlight, recent content, getting started, news and announcements, and (1) Points
events

True (*)

False

Correct

Previous Page 7 of 10 Next Summary

36. This tab in
My Oracle  Mark for
Support Review 
community (1) Points
shows
recently
created
communities
content.

Private Messages tab

People finder tab

Profile tab
 Tags tab

Discussions and Documents tab (*)

Correct

37.  Participation in My Oracle Community has some guidelines. Oracle's Support

Community is not for:  Mark for Review 
(1) Points

(Choose all correct answers)

•Interacting with other members of the Oracle Support community.

Sharing your ideas about Oracle and our products.

Sharing offensive or inappropriate material. (*)

•Disparaging Oracle, its products, employees, customers, partners or

anyone else. (*)
Sharing offensive or inappropriate material. (*)

Incorrect. Refer to the My Oracle Support

Community training for more information.

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

Often, organize in a tree structure so members can easily find the topics  Mark for Review 
which are listed. (1) Points

Community

Messages

Discussions

Categories (*)

Threads

Incorrect. Refer to the My Oracle Support

Community training for more information.

Oracle Collaborative Support Program

(Answer all questions in this section)

39.  In the OWC Toolbar , click on the following to enable Desktop Sharing
 Mark for Review 
(1) Points

Attendee drop down list

Share 'Nothing'

Chat icon
 Conference Details button

Share ‘Entire Desktop’ (*)

Correct

40.  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  Mark for Review 
their PC speakers. (1) Points

True (*)

False

Correct

Previous Page 8 of 10 Next Summary

41. Which of the
following are  Mark for
the benefits Review 
of using (1) Points
Oracle
Collaborative
Support ?

(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

How to Escalate a Service Request within Oracle Support

(Answer all questions in this section)

42.  Escalation Process should be used for

 Mark for Review 
(1) Points

Increasing the severity of your Service Request to 1

Arranging on-site assistance

 Draw higher level of attention to business critical issue from Oracle
Support Management. (*)
Arranging for a call from Sales Team or your Account Manager

All of the above

Correct

43.  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)

44.  Select ALL important points to consider to ensuring a productive relationship

with your customers.  Mark for Review 
(1) Points

(Choose all correct answers)

Define and structure service provided – what is provided and how, time
lines, milestones (*)
Teach the customer how to better interact with your processes (*)

Teach and develop time-management skills for your employees –

prioritization of tasks, urgency vs impact (*)
Under promise and over deliver (*)

Plan and execute well by focusing on both proactive and reactive

techniques to minimize stress (*)

Incorrect. Refer to the Customer Service Soft-skills

Training Best Practices training for more
information.

45.  Benefits of Customer Soft-Skills training program will enable partners to:
 Mark for Review 
(1) Points
 (Choose all correct answers)

Better understand customer expectations (*)

Achieve industry leadership (*)

Help to develop and improve skills communications (*)

Create a supreme ownership experience to their end customers (*)

Become recognized part of a high performing organization (*)

Incorrect. Refer to the Customer Service Soft-skills

Training Best Practices training for more
information.

Previous Page 9 of 10 Next Summary

46. High
Customer  Mark for
Satisfaction Review 
means: (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

47.  Effective Communication skills are NOT essential in developing satisfied

customers.  Mark for Review 
(1) Points

True

False (*)

Correct

48.  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)

 Strive toward making your relationships with your customers true
partnerships rather than that of just a vendor-customer (*)
Keep track of the things you have done in the past to make them happy;
do more of the same (*)
Provide your customers with new product or service information before it
is widely disseminated. (*)
Understand your customers’ plans for future utilization, expansion and
make the appropriate recommendations for upgrading to newer or
different software or releases. (*)
Most customers gladly will accept any documentation or materials you
believe may help them utilize their software more efficiently. (*)

Correct

49.  The primary difference between making unhappy customers happy and
making happy customers even happier is the point of initiation. With unhappy  Mark for Review 
customers, even if you did not know why they were unhappy before speaking (1) Points
with them, you can be certain that you soon will learn the reason for their
unhappiness. Once you know why they are unhappy, it is relatively easy to
plot a course of action to convert them into a happy customer.

True (*)

False

Correct

50.  To define the difference between mediocre companies, poor performers and
Market Leaders

(Choose all correct answers)

Understand the concept that business cannot exist without satisfied

customers who help sustain revenues (*)
Set reasonable and measureable expectations with their customers (*)

Create world-class customer contact (*)

Know when to say no professionally to customer requests and providing

alternate solutions (*)
Understand the difference between customer’s needs and wants (*)

Incorrect. Refer to the Customer Service Soft-skills

Training Best Practices training for more
information.

Previous Page 10 of 10 Summary

1. From this
region you  Mark for
can drill Review 
down to (1) Points
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 to
mitigate
that risk.

System Health Region (*)

Service Request region

News Region

Getting started region

Draft Service Request region

Corrrect

2.  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  Mark for Review 
show up. Within the Content of a Region you can do the following: (Choose all (1) Points
that applies)

(Choose all correct answers)

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

Group the content within the region (*)

Minimize or maximize the region (*)

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

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

Incorrect, refer to the Creating Customer Value

training for more information

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

Draft Service Request region

News region

Getting started region

Knowledge region

Corrrect

4.  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

Corrrect

5.  This training resource is built for practical real-world situations, allowing you to
gain valuable hands-on experience as well as use the presented solutions as the  Mark for Review 
foundation for production implementation, dramatically reducing time to (1) Points
deployment.

Customer Services Catalog

Transfer of Information (TOI)

Oracle By Example (OBE) (*)

Newsletters

Sustaining Support

Corrrect

Page 1 of 10 Next Summary

6. This region
contains a  Mark for
breakdown Review 
of the (1) Points
different
environments
including
how the
software is
distributed
among
different
hosts,
database
versions,
application
server
versions, and
applications.

Draft Service Request region

News Region

Service Request region

Inventory and Usage region (*)

Getting started region

Incorrect, refer to the Creating Customer Value

training for more information

7.  This region from the dashboard provides an overall view of system health
across the enterprise, configuration, or specific targets based on how you  Mark for Review 
have set up your dashboard. This region is only available to those customers (1) Points
who are taking advantage of the Configuration Manager.

Getting started region

Draft Service Request region

Service Request region

News Region

System Health Region (*)

Corrrect

8.  Identify the support model described: Support model that provides
information about the latest issues and patches, then you as a customer  Mark for Review 
review what solutions may or may not apply in your environment. (1) Points

Traditional support model

Pro-active support model (*)

Predictive support model

None of the above

All of the above

Correct

9.  This resource brings you news, technical content, and technical updates from
the various Oracle Support teams. They are created for the purpose of  Mark for Review 
enhancing your service experience with Oracle Support by proactively (1) Points
providing you with valuable information.

Customer Services Catalog

 Lifetime Support Policy

Newsletters (*)

Sustaining Support

Transfer of Information (TOI)

Corrrect

10.  List ALL what is is available within the “Getting Started” region.
 Mark for Review 
(1) Points

(Choose all correct answers)

Contains valuable information to assist new users in navigating the portal

and to make full use of the portal functionality. (*)
You will find an overview of My Oracle Support. (*)

Provide links to both pre-recorded and live training sessions. (*)

Contains links on how to best utilize the configuration manager. (*)

None of the above

Incorrect, refer to the Creating Customer Value

training for more information

Previous Page 2 of 10 Next Summary

11. Customer
Success  Mark for
Self- Review 
Assessment (1) Points
is an online
tool
designed to
share
Global
Software
Support
good
practices
across 5
domains -
Strategy,
Process,
People,
Technology
and
Governance

True (*)

False
 Corrrect

Oracle's Lifetime Support Policy

(Answer all questions in this section)

12.  While in Sustaining Support, the pricing is equal to pricing as if in Premier

Support  Mark for Review 
(1) Points

True (*)

False

Corrrect

13.  Premier Support Extends for how many years after a product's release?
 Mark for Review 
(1) Points

5 years (*)

1 Year

10 years

No limit

8 Years

Corrrect

14.  Extended Support is provided for an how many additional years after Premier
Support ends?  Mark for Review 
(1) Points

1 Year

3 years (*)

5 years

No limit

8 Years

Corrrect

MVSP Overview
(Answer all questions in this section)
 15.  how many MVSP components?
 Mark for Review 
(1) Points

2 (*)

Incorrect. Refer to the Multi-Vendor Support

Program Overview training for more information.

Previous Page 3 of 10 Next Summary

16. MVSP can
be a  Mark for
replacement Review 
for support (1) Points

True

False (*)

Correct

17.  Which of the following statements regarding our value proposition to our
Partners for the Multi-Vendor Support Program (MVSP) is NOT true?  Mark for Review 
(1) Points

Reduces training commitment by not having to pursue in-depth training

on Oracle products you do not support.
Reduces costs by not having to create and maintain traditional
cooperative support agreements.
Provides a consistent, collaborative support process by which to engage
with Oracle Support.
Provides a consistent support process for all of a Partner's support
needs, regardless of a Mutual Customer's involvement. (*)
Enables practices that align with many industry support certifications.

Correct

18.  which are TSANet relationship levels?

 Mark for Review 
(1) Points

(Choose all correct answers)

Open Group Agreements

Closed Group Agreements (*)

Mission Critical Community (*)

 Classic or Standard Community (*)

Incorrect. Refer to the Multi-Vendor Support

Program Overview training for more information.

19.  There are no call restrictions with other members at the TSANet Classic level
 Mark for Review 
(1) Points

True

False (*)

Incorrect. Refer to the Multi-Vendor Support

Program Overview training for more information.

Oracle Support Basics

(Answer all questions in this section)

20.  When a problem in an SR is putting a project milestone at risk when would be

the most effective time to escalate?  Mark for Review 
(1) Points

As soon as the SR is raised

24 hours before the milestone

2 days before the milestone

7-14 days before the milestone (*)

Correct

Previous Page 4 of 10 Next Summary

21. Who
controls  Mark for
My Review 
Oracle (1) Points
Support
access
for
your
CSI?

Oracle Sales team

Your Oracle Partner Manager

Customer Users Administrator for your CSI (*)

Oracle Support Engineer

 Incorrect, refer to the Oracle Support Basics training
for more information

22.  What is Oracle's on-line Support Service?

 Mark for Review 
(1) Points

OPN

Service Request

My Oracle Support (*)

Premier

Correct

23.  What can you expect following an escalation request?

 Mark for Review 
(1) Points

24x7 working until problem resolved

Support Engineer passes SR to another engineer

Oracle Support manager telephones you to discuss your problem and agree
to an action plan (*)
Oracle Consultant onsite within 24 hours

Correct

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

 Mark for Review 
(1) Points

It depends on the level of your Support service

24x7 (*)

Monday to Friday, 9am to 5.30 pm

Every Day, 9am to 5.30 pm

Correct

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

True (*)

False

Correct
Previous Page 5 of 10 Next Summary

26. Which of
the  Mark for
following Review 
is not a (1) Points
benefit of
the Oracle
Diagnostic
Tools?

Reduces SR ping-pong

Captures customer configuration information

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

Application customers can run proactive tests

Correct

27.  Before raising an SR which of the following would you not need to do?
 Mark for Review 
(1) Points

Run diagnostic tools

Set up an Oracle Collaborative Support session (*)

Check My Oracle Support for any resolutions to similar issues

Ensure you understand the business impact

Correct

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

 Mark for Review 
(1) Points

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

Via your Oracle Account Manager

Call into Support

Update My Oracle Support

Correct

My Oracle Support
(Answer all questions in this section)
 29.  Projects works with Configuration to
 Mark for Review 
(1) Points

(Choose all correct answers)

Allows you to keep track of issues affecting your milestone (*)

Helps you schedule and plan for the roll-out of new Oracle implemenations
(*)
Allows you to monitor SRs that are attached to a Project (*)

Allows you to manage the systems you choose to include in a single region
(*)
None of the Above

Incorrect. Refer to the Using Projects in My Oracle

Support training for more information

30.  Patch Plan shows the planned releases of patches for the different Oracle
Product Lines  Mark for Review 
(1) Points

True

False (*)

Corrrect

Previous Page 6 of 10 Next Summary

31. If the Patch

Recommendation  Mark for
region is Review 
enclosed in an (1) Points
orange box and
displays Sample,
this means that

You did not properly set up your region to display Patch

Recommendations
Your CUA did not give you privilege to view Patch
Recommendations
Your profile does not include a CSI with configuration data
collected/uploaded by collectors (*)
There are no recommended patches you need to install into your
environment
None of the Above

Incorrect. Refer to the Patches and Updates

on My Oracle Support training for more
information
 32.  Oracle recommends that customers install CPU Patches immediately
 Mark for Review 
(1) Points

True (*)

False

Corrrect

My Oracle Support Community

(Answer all questions in this section)

33.  This tab in My Oracle Support community allows you to search or browse
for other members of the community  Mark for Review 
(1) Points

Discussions and Documents tab

Private Messages tab

Tags tab

People finder tab (*)

Profile tab

Incorrect. Refer to the My Oracle Support

Community training for more information.

34.  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  Mark for Review 
“Enter My Oracle Support Community” button (1) Points

False

Response 4

Response 3

Response 5

True (*)

Incorrect. Refer to the My Oracle Support

Community training for more information.

35.  In My Oracle Support content this represents a collection of

Communities. Often, organize in a tree structure so members can easily  Mark for Review 
find the topics which are listed. (1) Points

Community

Messages
 Threads

Discussions

Categories (*)

Correct

Previous Page 7 of 10 Next Summary

36. Participatio
n in My  Mark for
Oracle Review 
Community (1) Points
has some
guidelines.
Oracle's
Support
Community
is not for:

(Choose all correct answers)

•Interacting with other members of the Oracle Support community.

•Disparaging Oracle, its products, employees, customers, partners or

anyone else. (*)
Sharing your ideas about Oracle and our products.

Sharing offensive or inappropriate material. (*)

Sharing offensive or inappropriate material. (*)

Correct

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

True (*)

False

Correct

38.  What is my Oracle Support Community?

 Mark for Review 
(1) Points

(Choose all correct answers)

It is a support capability that automates the exchange of configuration

information between Oracle Support and our customers
 It is a script that reduces time resolution by collecting in a single ste
complete, accurate system details across the Oracle technology stack.
It is Oracle’s multi-channel platform for online collaborative support (*)

It’s a micro-community within Oracle’s existing community which

includes Oracle’s Technology Network(OTN) ,Oracle Wiki’s, Oracle Blogs,
Oracle Mix, and a variety of Oracle product related User Groups (*)
It is a multi-channel for sharing information about Oracle products,
services, and related technologies (*)

Incorrect. Refer to the My Oracle Support

Community training for more information.

Oracle Collaborative Support Program

(Answer all questions in this section)

39.  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 (*)

Internet Explorer 5.5 or later (*)

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

1024 x 768 screen resolution (*)

Windows 98 or later (*)

Incorrect. Refer to the Collaborative Support

Program Overview training for more information.

40.  In the OWC Toolbar , click on the following to enable Desktop Sharing
 Mark for Review 
(1) Points

Chat icon

Conference Details button

Share 'Nothing'

Attendee drop down list

Share ‘Entire Desktop’ (*)

Correct

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41. Which of the
following are  Mark for
the benefits Review 
of using (1) Points
Oracle
Collaborative
Support ?

(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

How to Escalate a Service Request within Oracle Support

(Answer all questions in this section)

42.  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 
(1) Points

True (*)

False

Correct

43.  If you wish to escalate further up the Oracle Management chain what must
you have in place?  Mark for Review 
(1) Points

An additional business case

OCS session arranged

Authorisation from your Oracle Account Manager

Escalation contacts further up your internal organisation (*)

Correct

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)
 44.  What the customers want? Customers want and expect the following from
Oracle 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

45.  Understand the difference between what your customers want and what
your customers need helps provide positive customer experience. Providing  Mark for Review 
targeted information and advice they can use them to focus more on what (1) Points
they need than on what they think they want.

True (*)

False

Correct

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46. Not having
answers or  Mark for
know how Review 
to obtain (1) Points
information
in a timely
manner
contribute
to
customer
frustration.

True (*)

False

Correct

47.  To help build an effective customer service model for your business it’s
important to identify and build an effective communication and knowledge  Mark for Review 
model based on the similarities and common characteristics of your customers. (1) Points
 True (*)

False

Correct

48.  The primary difference between making unhappy customers happy and
making happy customers even happier is the point of initiation. With unhappy  Mark for Review 
customers, even if you did not know why they were unhappy before speaking (1) Points
with them, you can be certain that you soon will learn the reason for their
unhappiness. Once you know why they are unhappy, it is relatively easy to
plot a course of action to convert them into a happy customer.

True (*)

False

Correct

49.  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)

Keep track of the things you have done in the past to make them happy;
do more of the same (*)
Strive toward making your relationships with your customers true
partnerships rather than that of just a vendor-customer (*)
Provide your customers with new product or service information before it
is widely disseminated. (*)
Understand your customers’ plans for future utilization, expansion and
make the appropriate recommendations for upgrading to newer or
different software or releases. (*)
Most customers gladly will accept any documentation or materials you
believe may help them utilize their software more efficiently. (*)

Correct

50.  Mastering and achieving great customer service and communication skills with
your customers will build Customer Loyalty  Mark for Review 
(1) Points

True (*)

False

Correct

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