Core Services Field Delivery Support Consultant Assessment answers.rtf

8/10/2019 Core Services Field Delivery Support Consultant Assessment answers.rtf

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Review your answers, feedback, and question scores below. An asterisk (*)indicates a correct answer.

This 54 question assess!ent test is one of the "nal co!#onents of this $ield%elivery &u##ort 'onsultant uided learnin #ath. This assess!ent will allow youto test your knowled e level of the infor!ation learned fro! the racle coreservices courses. assin a + - of this assess!ent, as well as all otherrequired online assess!ents and certi"cation e/a!s fro! your $ield %elivery 01!akes you eli ible to beco!e a $ield %elivery &u##ort 'onsultant.

2y racle &u##ort 3ntroduction

(Answer all questions in this section)

. ou have a 6ardware &3 and your dashboard is 7 T showin the Assetswid et. 8hat is the "rst ste# you should take to resolve this issue9 2ark forReview

( ) oints

&elect the :'ontact ;s: link in 2y racle &u##ort and ask for hel#

'ontact an racle collea ue and ask for advice

0o to your :2y Account: #a e and con"r! if you have access to


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?. ou would like to locate content about what chan ed in the 1AT@&T 2yracle &u##ort release. 8hich of the followin state!ents best describes the

ste#s you would follow9 2ark for Review

( ) oints

Access =2y racle &u##ort Resource 'enter= and view the Release 7otes (*)

'all racle and lo a &ervice Request to ask what chan es have been !ade.

&earch for =Release 7otes= in the 0lobal &earch and o throu h the di erentresults.

ost a question in the =;sin 2y racle &u##ort 'o!!unity= askin whatchan es have been !ade in the last release

'orrect

B. As a user of 2y racle &u##ort, you want to et the !ost value fro! thecusto!i>able dashboard layout. 8hich of the followin are best #ractices tocusto!i>e your layout and !ake it work for you9 &elect all that a##ly. 2ark forReview

( ) oints

('hoose all correct answers)

%o not custo!i>e what you see in the dashboard. 8hen you "rst lo in to 2yracle &u##ort, you have access to all the reco!!ended wid ets by default

'onsider !odifyin your dashboard any ti!e your role chan es or you have anew #roduct interest (*)

Add as !any wid ets as you can to the dashboard to !a/i!i>e what you seewhen you lo in


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Ask your ';A to su est a layout

Reduce wasted ti!e and frustration by or ani>in your dashboard to !atchyour Cob role and #roduct (*)

'orrect

4. 2y racle &u##ort has #re set dashboard con" uration o#tions based onrole. $or e/a!#le, 3 can o to the 'usto!i>e link and select :6ardware ;ser: to

auto!atically add the wid ets to !y dashboard associated with this user ty#e2ark for Review

( ) oints

True

$alse (*)

'orrect

5. The nu!ber of tabs you see in 2y racle &u##ort de#ends on the &u##ort3denti"ers associated with your account. 2ark for Review

( ) oints

True (*)

$alse

'orrect


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$alse

'orrect

Fnowled e &earch and Hrowse


. ou are lookin to install the racle @ Husiness &uite (@H&) #roduct ran e.6ow would you "nd one docu!ent that outlines everythin you need to know92ark for Review

( ) oints

1o a &ervice Request and ask for racle &u##ort to send you the infor!ation

n the knowled e tab in 2y racle &u##ortI select =&earch and Hrowse= andenter racle @ Husiness &uite and access the infor!ation center to view all theavailable content in one location (*)

&earch in the 0lobal &earch bo/ with the ter! =@H&=

ost a question in the @H& 'o!!unity askin where you can "nd a docu!entwith everythin you need to know about @H&

Read the docu!entation onhtt#IJJdocs.oracle.co!JcdJ@ 44?K- Jdoc.D5 Je -5BJebs.ht!

'orrect


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L. 8hat is the best way to "nd content in 2y racle &u##ort based on #roduct92ark for Review

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0lobal &earch bar

ost a thread in 2y racle &u##ort 'o!!unity

;se the =&earch M Hrowse= feature on the Fnowled e tab and #roduct basedinfor!ation centers (*)

'heck the 'erti"cations tab

3ncorrect

-. A co!!on #roble! that ;sers e/#erience in 2y racle &u##ort when

searchin I ;ser enters a key word in the 0lobal &earch bo/ and views the results.;ser cannot "nd the ri ht infor!ation due to the lar e volu!e of contentreturned with this a##roach. 2ark for Review

( ) oints

True (*)

$alse

'orrect Fnowled e &earch and Hrowse


. ower


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True

$alse (*)

'orrect

?. 3 would access =Re"ne &earch: on the &ervice Requests tab to further re"neand i!#rove !y search 2ark for Review

( ) oints

True

$alse (*)

The =Re"ne &earch= functionality is located on the Fnowled e tab

B. 8hat is Advanced &earch9 2ark for Review

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A ty#e of ower


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'orrect

atches and ;#dates


4. Re ardless of your s#eci"c racle #roducts, the eneral #rocess todownload #atches in 2y racle &u##ort is the sa!e 2ark for Review

( ) oints

True (*)

$alse

'orrect

5. A reat resource for additional hel# in 2y racle &u##ort is the =conte/tsensitive= hel# located in the u##er ri ht. ou can view detailed answers toco!!on questions about to#ics such as atchin . 2ark for Review

( ) oints

True (*)

$alse

'orrect


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D. 3 a! lookin to download the N% @dwards @nter#rise ne L. #atch. 8hat isthe !ost correct !ethod to do this9 2ark for Review

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&elect atches and ;#dates Tab + Advanced &earch + &earch for N% @dwards@nter#rise ne + Release is L. and select search

&elect atches and ;#dates Tab + Ouick 1inks N% @dwards + search for N%@dwards @nter#rise ne + Release is L. , a ree to license and select search (*)

&elect atches and ;#dates Tab + atch lan + select !y con" uration +select the release L. + &elect Analysis + download the #atches after 3 read any!essa e dis#layed.

1o a &ervice Request with racle &u##ort and ask for the &u##ort @n ineer tosend !e the required #atches.

'orrect

G. ou have so!e questions about a reco!!ended #atch set for your#roducts. 8hat is the best #ractice for you to ask s#eci"c questions and etfeedback9 2ark for Review

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1o a &ervice Request

Add the =Reco!!ended atch &ets= wid et to your dashboard

'reate a new thread in the a##ro#riate #atchin co!!unity and discuss withthe !e!bers of your co!!unity. (*)


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;se the atch &earch re ion on atches M ;#dates tab, roduct or $a!ily(Advanced) search. &elect release and ty#e ( atchset) and search. &ort #atchesbased on date to see the latest dis#layed "rst

;se 0oo le to "nd out what reco!!ended #atches are available

2y racle &u##ort 'o!!unity is the reco!!ended best #ractice to not onlyask questions but share e/#eriences with other users

. 8hat is a atch Advisor9 2ark for Review( ) oints

A ty#e of 1ifecycle Advisor in 2y racle &u##ort that co locates #atchininfor!ation in areas such as ;# rade Advisors and atchin M 2aintenanceAdvisors (*)

The atch Advisor is the Read!e "le included with all atches that #rovide

s#eci"c install infor!ation

A s#eci"c #atch search in 2y racle &u##ort that only focuses on #atchinfor!ation

A tool that you can download that will analy>e the #atches on your syste! tocon"r! you are on the latest #atch set

7one of the above

'orrect

L. 3 can use atch lans and ;# rade lans without havin racle

'on" uration 2ana er installed. 2ark for Review


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( ) oints

True

$alse (*)

'orrect

2y racle &u##ort 'o!!unity


?-. ou have a s#eci"c question re ardin racle %atabase. ou are new to theco!!unity fra!ework and are not sure how to o about searchin to identify arelevant %atabase oriented co!!unity. 8hat is your best #ractice9 'heck all

that a##ly 2ark for Review( ) oints


#en a non technical &ervice Request

ou can ty#e in your %atabase related question in the search bar and viewquestions already #osted in various %atabase co!!unities (*)

ost this question in the =;sin 2y racle &u##ort= 'o!!unity

8ith &ubscri#tions , scroll throu h the %atabase co!!unity o#tions in theleft #ane under =$ind a 'o!!unity=. (*)


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'orrect



? . ou want to #ost a question to a 2y racle &u##ort 'o!!unityP however,you cannot see the co!!unity you are interested in when you launch 2y racle&u##ort 'o!!unity and view the !ain #a e. 6ow do you resolve this9 2ark forReview

( ) oints

ost your question in the =;sin 2y racle &u##ort= co!!unity

@dit your subscri#tions to include the desired co!!unity (*)

Ask your 'usto!er ;ser Ad!inistrator to rant you access to the co!!unityin question and it will a##ear the ne/t ti!e you lo in

1o a technical &u##ort Request for assistance

'orrect

??. 8hat is a ty#ical consequence of #ostin a #roduct s#eci"c question intothe =;sin 2y racle &u##ort= 'o!!unity9 2ark for Review

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A !oderator for the co!!unity will directly e!ail you to request that youre!ove this question

The question will tri er an auto!atic e!ail that alerts you to ask thequestion in a di erent co!!unity


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The !oderator for the co!!unity will see that the question is not in the ri htco!!unity and will atte!#t to "nd the ri ht co!!unity for your question. Thisi!#acts the ti!e to resolution of your question (*)

7one of the above

'orrect

?B. ou can choose to receive e!ail u#dates based on !y co!!unity

subscri#tions. This is a reat way to stay connected to the latest infor!ationbein shared in the co!!unity. 2ark for Review

( ) oints

True (*)

$alse

'orrect

?4. The sa!e racle &u##ort @n ineers that resolve technical &ervice Requestsalso #artici#ate in 2y racle &u##ort 'o!!unity to share their knowled e ande/#ertise as #art of this trusted co!!unity. 2ark for Review

( ) oints

True (*)

$alse

'orrect


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?5. 8hich of the followin attributes describe the value of 2y racle &u##ort'o!!unity9 2ark for Review

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Available to users G/?4/BD5. ou can always en a e in the lobal co!!unityat a convenient ti!e in your work day

@ach co!!unity is sta ed with a s#ecial set of racle su##ort en ineers whoen a e e/clusively with online questions

1evera e the shared e/#erience of your #eers and subCect !atter e/#erts toquickly e/#and your knowled e and awareness

;sin co!!unities allows you to by#ass the standard &ervice Requestcreation #rocess in 2y racle &u##ort and fast track your issues

Hoth and B (*)

'orrect



?D. ou recently created a new #ostin in 2y racle &u##ort 'o!!unity. 8hen

you o back to view it, you do not see it in the co!!unity where you thou htyou had #osted it. 8hat can you do to locate your #ostin 9 2ark for Review

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our #ostin was likely deleted by a !oderator because it was in the wronco!!unity and they frequently !onitor

1o a &ervice Request


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ou can look on the %iscussions tab (2y %iscussions) within 2y racle &u##ort'o!!unity (*)

ou can #ost another new thread and ask the co!!unity if they know what

ha##ened to your last #ostin

7one of the above

'orrect

;sin &u##ort Hest ractices for 6ardware M &oftware


?G. 6ow is this ty#e of collected data valuable to you9 2ark for Review

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3t #rovides s#eci"c #atchin reco!!endations

The data collected #rovides an understandin of the con" uration of raclesoftware, revision levels, and the o#eratin syste! and #atchin levels (*)

The data hel#s to deter!ine how often you lo &ervice Requests

The data links to certi"cation infor!ation on the 'erti"cations tab foro#eratin syste!s

7one of the above

'orrect


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? . $or the su##orted #roducts, what are the bene"ts of installin and usinracle 'on" uration 2ana er ( '2)9 2ark for Review

( ) oints

2onitor chan es and review health checks

;se the ;# rade lanner

'reate fully quali"ed &ervice Requests


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3ncorrect

B-. 6ow can collected data hel# you when you create a $ully Ouali"ed &erviceRequest9 2ark for Review

( ) oints

3t identi"es u#co!in con" uration chan es that you can share with the&u##ort @n ineer

ou can view con" uration chan es by co!#arin syste! con" urationbetween two #oints. This data is valuable to answer the question :has anythinchan ed on your syste!: as it relates to the #resentin #roble! (*)

There is no s#eci"c i!#act fro! this ty#e of data collection. 3t is Custinfor!ation to hel# you with #lannin

3t #rovides details on the last 5 service requests you lo ed in case you want

to review the!

'orrect

;sin &u##ort Hest ractices for 6ardware M &oftware


B . ou have a #lanned outa e window at the end of the quarter. ou canaccess features available in 2y racle &u##ort that will enable you to !akedecisions about which #atches to install 2ark for Review

( ) oints

True (*)

$alse


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'orrect

B?. $ro! a hardware #ers#ective, what are the bene"ts of downloadin racle&ervices Tools Hundle and enablin Auto &ervice Request (A&R)9 2ark forReview

( ) oints

revent known issues

Auto!atically lo &ervice Requests

'reate a fully quali"ed &ervice Request

All of the above (*)

7one of the above

'orrect

racle &u##ort olicies


BB. 8hat ite!s are covered by your re!ier &u##ort olicy9 &elect all thata##ly. 2ark for Review

( ) oints


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Access to racle @n ineers to #erfor! !a##in business require!ents to#roduct functionality

Access to 2y racle &u##ort 'o!!unity (*)

Access to new functionality included in racle atches and ;# rades (*)

Access to racle &u##ort @n ineers to de code custo!i>ed code andundertake scri#t develo#!ent

Access to racle roduct knowled e and racle roduct bu "/es (*)

'orrect

B4. 8hat is the best a##roach to resolve the issue of not bein able todownload a s#eci"c #atch for a roduct (after the &u##ort %ate has #assed).2ark for Review

( ) oints

1o a &ervice Request and ask racle to send it to you

'ontact your racle &ales re#resentative and ask the! to call racle &u##ortand send you the #atch

'ontact your racle &ales re#resentative and #urchase @/tended &oftwaresu##ort for your #roduct that needs #atchin (*)

0oo le to see if the #atch is available so!ewhere on the 3nternet


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'orrect

B5. 8hat is the reco!!ended way to locate content about the @nd %ate ofsu##ort for a #roduct9 &elect all that a##ly. 2ark for Review

( ) oints


;se the 'erti"cations tab and review the su##ort s#eci"c content (*)

1o a &ervice Request and request infor!ation about su##ort dates

'all your racle &ales or Account Re#resentative

Access oracle.co! and review the su##ort %$ and search for su##ort dates(*)

'orrect

racle &u##ort olicies


BD. 8hat are the best !ethods to stay infor!ed about the latest infor!ationon racle Technical &u##ort #olicies9 2ark for Review

( ) oints


&earch technical su##ort on oracle.co! and review the #osted #olicy %$soften (*)

%ownload the racle Technical &u##ort olicies and use these as yourreference uide


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&earch in 2y racle &u##ort for =Technical &u##ort olices= (*)

1o a &ervice Request and ask &u##ort to #rovide infor!ation about su##ort#olicies

'orrect

@&%


BG. 8hich of the followin is 7 T one of the rules for #reventin @&% da!a e92ark for Review

( ) oints

&tore and trans#ort @&% sensitive ite!s in static shieldin containers

6andle electronic co!#onents only when you are #ro#erly rounded

Fee# ite!s away fro! electronic co!#onents

2ake sure your roundin stra#s are not in contact with your skin. (*)

3ncorrect. Refer to the @&% revention trainin for !ore infor!ation.

B . 1ow hu!idity environ!ents reduce the volta e enerated fro! friction and!ovin , 2ark for Review


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( ) oints

True

$alse (*)

'orrect

BL. 8hich of the followin descri#tions best de"nes @&%9 2ark for Review( ) oints

The sudden transfer, or dischar e, of electricity fro! one obCect to another. (*)

The failure of an ite! that would result in failure of the syste!.

%a!a e to syste! co!#onents due to the use of an incorrect #ower su##ly

The ability of a #art to withstand a static char e without failure.

'orrect

4-. 8hich ite!s enerate static electricity9 2ark for Review

( ) oints

8ork surfaces

'lothin


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eo#le

All of the above (*)

'orrect

@&%


4 . &tandin u# can enerate u# to ,4-- volts. 2ark for Review( ) oints

True (*)

$alse

'orrect

4?. 8hat is the di erence between a soft failure and a hard failure9 2ark forReview

( ) oints

&oft failures weaken co!#onents and is diQcult to detect. 6ard failures areeasy to identify and trace back to @&%. (*)

&oft failures occurs in the software. 6ard failures occurs in the hardware.

6ard failures re#resent - of all failures


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&oft failures are easily detected and ra#idly "/ed. 6ard failures are diQcult toidentify and "/.

'orrect

4B. 8hy are @&% :soft failures: the !ost serious ty#e of failures9 2ark forReview

( ) oints

They re#resent D- of failures

The da!a e is i!!ediate and easily detected

They re#resent 4- of all failures

The da!a e is not i!!ediately noticed or detected (*)

'orrect

44. The leadin cause of se!iconductor failure is due to9 2ark for Review

( ) oints

@lectrostatic dischar e (*)

%a!a e durin shi#!ents

3ncorrect #ower su##ly used with the syste!

The increased use of 45n! technolo y in !anufacturin se!iconductors


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'orrect

A&R


45. $or assets !ana ed by racle &ervice %elivery artnersI8hat kind of&ervice Request does A&R create when faults are detected on artner !ana edA&R Assets9 2ark for Review

( ) oints

Technical &ervice Request

n %e!and &ervice Request

%raft &ervice Request (*)

'orrect

A&R


4D. $or which of the followin event ty#es does A&R create &ervice Requests92ark for Review

( ) oints


$ir!ware needs to be u#dated


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& crash

ower su##ly faults (*)

$an failures (*)

$ile syste! full

3ncorrect.

4G. $or assets !ana ed by racle &ervice %elivery artnersI8ho can be a'ontact for a artner !ana ed A&R asset9 2ark for Review

( ) oints

racle $ield @n ineer

2y racle &u##ort user with 'reate &ervice Request #rivile e on the endcusto!er &u##ort 3denti"er

2y racle &u##ort user with :'reate &ervice Request: and :


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;se 2y racle &u##ort to enter one or !ore e!ail lists in the :%istribution@!ail 1ist: "eld for the !ana ed assets. (*)

'reate a 2y racle &u##ort user as the e!ail list. Then, assi n this user as the

'ontact for the A&R asset.

#en an racle &ervice Request and ask for assistance.

'orrect

4L. The A&R 2ana er uses a two way encry#ted connection to racle. 2arkfor Review

( ) oints

True

$alse (*)

'orrect

5-. $or assets !ana ed by racle &ervice %elivery artnersI8hat 2y racle&u##ort rivile es are needed to !ana e A&R assets9 (Activate, Add 'ontact,etc.) 2ark for Review

( ) oints

'reate &ervice Request #rivile e on the end custo!er &u##ort 3dentifer


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'orrect

A&R


5 . racle custo!ers can ony install one A&R 2ana er #er racle &u##ort3denti"er. 2ark for Review

( ) oints

True

$alse (*)

3ncorrect. 'usto!ers can install !ulti#le A&R 2ana ers to !eet theiror ani>ation=s needs.

5?. $or assets !ana ed by racle &ervice %elivery artnersITrue or $alseI Afterreceivin an A&R noti"cation e!ail that indicates that a draft &ervice Requesthas been created, the artner !ust i!!ediately use 2y racle &u##ort to#ro!ote the %raft &ervice Request to a Technical &ervice Request. 2ark forReview

( ) oints

True

$alse (*)

'orrect


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5B. A&R is available at no additional cost to racle re!ier &u##ort for &yste!sand 6ardware 8arranty #lans 2ark for Review

( ) oints

True (*)

$alse

'orrect

54. 8hich of the follow data does A&R send to racle9 2ark for Review

( ) oints


hostna!e (*)

fault event code (*)

serial nu!ber (*)

3 address

'orrect


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Core Services Field Delivery Support Consultant Assessment answers.rtf

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Transcript of Core Services Field Delivery Support Consultant Assessment answers.rtf