1. 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 show up. Mark for Review (1) Points
True
False
2. When using the Configuration Manager this region provides the opportunity to share with
Oracle Support the details of what is going on within your configurations. 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
Knowledge region
Projects region
Getting started region
Draft Service Request region
News region
3. List all benefits of using My Oracle Support. Mark for Review (1) Points (Choose all correct answers)
Provides you access to the My Oracle Support Community, where you can participate in discussions, and exchange knowledge with an extensive network of peers and Oracle experts.
It is the single point-of-entry for all interactions with Oracle Support
It is an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support.
It is Oracle's next generation support platform.
Answers 1,2 & 3 only
4. The Inventory and Usage region is available even for those who are not using the
Configuration Manager. Mark for Review (1) Points
True
False
5. This stage of Life time Support provides provides you with an extra three years of support
for specific Oracle release for an additional fee. Mark for Review (1) Points
Lifetime Support Policy
Premier Support
Extended support
Sustaining Support
None of the above
6. True or False. Browse knowledge allows users to navigate through the product hierarchy to
specific folders of content in order to eliminate noisy results generated from generic queries against the entire knowledge base. Searching the knowledge base using the browser feature is a support best practice and is the
best way to access product specific information. Mark for Review (1) Points
True
False
7. This is Oracle's simple, predictable, and the most comprehensive policy available, 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
8. This stage of Life time Support provides maintenance and support of Oracle database,
middleware, and application products for 5 years from their general availability date. Mark for Review (1) Points
Lifetime Support Policy
Premier Support
Extended support
Sustaining Support
None of the above
9. This is another resource containing recorded discussions during which development outlines
functionality included within new product releases. Mark for Review (1) Points
Sustaining Support
Transfer of Information (TOI)
Newsletters
Lifetime Support Policy
Customer Services Catalog
10. 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 foundation for production
implementation, dramatically reducing time to deployment. Mark for Review (1) Points
Transfer of Information (TOI)
Newsletters
Customer Services Catalog
Oracle By Example (OBE)
Sustaining Support
11. It is a support capability that automates the exchange of configuration information between Oracle Support and our customers, enabling proactive detection of issues our customers may encounter, and allowing
for faster resolution times in instances where you do run into an issue. Mark for Review (1) Points
Remote Diagnostcs Agent
Configuration Manager
Support Diagnostics tool
Change assistant
Upgrade wizard
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
13. Certifications with most New Third Party Products/Versions are covered under which
level(s) of support? Mark for Review (1) Points
Premier Support
Extended Support
Sustaining Support
Premier & Extended Support
None of the Above
14. Extended Support has a what % uplift over the current Premier support fee for the first
year of the Extended Support period. Mark for Review (1) Points
10%
15%
20%
5%
2%
MVSP Overview (Answer all questions in this section) 15. There
are no call restrictions with other members at the TSANet Mission Critical level Mark for Review (1) Points
True
False
16. MVSP can be a replacement for support Mark for Review (1) Points
True
False
17. There are no call restrictions with other members at the TSANet Classic level Mark for Review (1) Points
True
False
18. 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
19. Which of the following is the support challenges at the multiple vendor computing
environment? Mark for Review (1) Points
Complexity of MVS environments
Rising Multi-Vendor Support Activity
Expanding call Resolution Times
Prohibitive Training Demands for technical analysts
none of the above
All of the above
Oracle Support Basics (Answer all questions in this section) 20.
Which 3 of the following does My Oracle Support allow you access to? Mark for Review (1) Points (Choose all correct answers)
Oracle Education Schedules
Patches
Bug information
Oracle User Community
21. If you wish to escalate further up the Oracle Management chain what must you have in place? Mark for Review (1) Points
Escalation contacts further up your internal organisation
An additional business case
Authorisation from your Oracle Account Manager
OCS session arranged
22. 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
23. 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
24 hours before the milestone
7-14 days before the milestone
As soon as the SR is raised
2 days before the milestone
24. What can you expect following an escalation request? Mark for Review (1) Points
24x7 working until problem resolved
Oracle Consultant onsite within 24 hours
Support Engineer passes SR to another engineer
Oracle Support manager telephones you to discuss your problem and agree to an action plan
25. Which 3 of the following will help reduce SR ping-pong? (i.e. Oracle batting questions
straight back) Mark for Review (1) Points (Choose all correct answers)
Fully complete all questions in the SR logging template
Run diagnostics and upload results when SR is raised
Give details of any recent changes in your environment
Raise SR via phone rather than My Oracle Support
26. How do you report a bug to Oracle Development Mark for Review (1) Points
Contact Development direct
Contact Oracle Support and they will give you a number for Development
Contact Development via Oracle Partner Manager
Contact Oracle Support and they will raise a bug with Development if appropriate
My Oracle Support (Answer all questions in this section) 27. Patch
Plan shows the planned releases of patches for the different Oracle Product Lines Mark for Review (1) Points
True
False
28. If the Patch Recommendation region is enclosed in an orange box and displays Sample,
this means that Mark for Review (1) Points
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
My Oracle Support Community (Answer all questions in this section)
29. The My Oracle Support Community is set-up using Categories, Communities, Discussions, and
Threads. Mark for Review (1) Points
True
False
30. In the Rewards and Recognition Program of the My Oracle Support Community, the User
Reputation Model calculates points based on member participation, document contribution, as well as
customer and partner feedback. Mark for Review (1) Points
True
False
31. The 4Cs that describe the benefits and why participate in My Oracle Support Community are: Mark for Review (1) Points
Connect, Collaborate, Communicate, and Combine
Connect, Collaborate, Communicate, and Create
Connect, Collaborate, Communicate, and Call..
Connect, Collaborate, Communicate, and Consume.
Connect, Collaborate, Communicate, and Configure
32. 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
33. What are the benefits participating in the My Oracle Support Community? Mark for Review (1) Points (Choose all correct answers)
You can stay ahead of the information curve by hearing what’s going on in the industry, attend events, as well as advisor webcasts.
You can communicate using the discussion forums .
You can consume the available information, increasing your expertise through document search and discussion reviews .
You can connect with industry experts, your peers, and Oracle giving you the ability to expand your network.
You can collaborate and share information within your network.
34. This tab in My Oracle Support community is a way for you to organize and easily find
community content. Mark for Review (1) Points
Discussions and Documents tab
Tags tab
Private Messages tab
Profile tab
People finder tab
Oracle Collaborative Support Program (Answer all questions in this section)
35. 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 their PC speakers. Mark for Review (1) Points
True
False
36. In the OWC Toolbar , click on the following to enable Desktop Sharing Mark for Review (1) Points
Conference Details button
Share ‘Entire Desktop’
Attendee drop down list
Chat icon
Share 'Nothing'
37. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with
128-bit encryption for transmitting encyrpted data securely. Mark for Review (1) Points
True
False
Oracle Configuration Manager (Answer all questions in this section)
38. What is a healthcheck? Mark for Review (1) Points
Manually run reports based on the systems information gathered by support agent.
Another name for RDA output.
One of the Support offerings available to ACS customers.
Dynamically generated reports based on the output of Support Diagnostics.
Dynamically generated reports based on the systems information gathered by support agent.
39. What benefits are not available if you use RDA generated configurations? Mark for Review (1) Points (Choose all correct answers)
Detailed configuration view
Service request submissions
Product alerts
Healthchecks
Project creation & tracking
40. How often does OCM collect the auto-config data? Mark for Review (1) Points
You run the OCM manually.
Every 24 hours
Every time you log an SR against that configuration.
Once a week
As often as you want - you can set it up as a batch process.
41. Service request reporting is available ONLY if we are using the Configuration Manager Mark for Review (1) Points
True
False
42. Data included in the inventory reporting can be categorised by Mark for Review (1) Points
Host information
Database
Application Servers
Applications
All of the above
43. What are some typical configuration information are collected by OCM? Mark for Review (1) Points
System Global Area
High Availability (RMAN Configuration)
CPU Usage Statistics
Session information
All of the above
44. I can look at how the configuration looks like on any particular date in the past since the
configuration data collection starts Mark for Review (1) Points
True
False
45. I need someone's opinion with regards to high availability related configuration. I could…
Mark for Review (1) Points
Write a report based on the data displayed and mail the report
Copy the data to the clipboard, save it to a file and mail the file
Just speak to someone over the phone while going over the configuration
Right click on the configuration page, copy and send the data
None of the above
Service Request Priority Routing Using Configuration Manager (Answer all
questions in this section) 46. You can download the collector software from which tab at My
Oracle Support? Mark for Review (1) Points
Service Request
Collector
Patch & Update
Knowledge
Configuration Manager
11G Upgrade Best Practices (Answer all questions in this section)
47. Prior to upgrade to 11g from 10g, it is advisable to create Dictionary Statistics Mark for Review (1) Points
True
False
48. After an upgrade to 11g, one must be careful not to create fixed table statistics Mark for Review (1) Points
True
False
49. Database Replay captures workloads and replays it with production characteristics
including concurrency, synchronization and dependencies Mark for Review (1) Points
True
False
50. During Capture Phase of SQL Plan Management, an SQL Baseline is stored in SQL
Management Base in tablespace SYSAUX Mark for Review (1) Points
True
False
51. Name the two types/areas of the Remote Diagnostics Agent Mark for Review (1) Points (Choose all correct answers)
RDA for Service Requests
RDA for Siebel
RDA for Peoplesoft
RDA for E-Business Suite
RDA for Server Technology
52. Remote Diagnostic Agent output is encrypted and special privileges are required to view
it. Mark for Review (1) Points
True
False
How to Escalate a Service Request within Oracle Support (Answer all questions
in this section) 53. You can expect the following after requesting for a Service Request
escalation Mark for Review (1) Points
You will receive a call from Oracle Support Manager
The manager will go over your issue with you, making sure there is mutual understanding.
The manager provides you with an action plan
The manager ensures that the appropriate resources are assigned and all actions are completed.
All of the above
54. 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
Customer Service Soft-skills Training Best Practices (Answer all questions in
this section) 55. 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.
Strive toward making your relationships with your customers true partnerships rather than that of just a vendor-customer
Most customers gladly will accept any documentation or materials you believe may help them utilize their software more efficiently.
Keep track of the things you have done in the past to make them happy; do more of the same
Understand your customers’ plans for future utilization, expansion and make the appropriate recommendations for upgrading to newer or different software or releases.
56. 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
57. Understand the difference between what your customers want and what your customers
need helps provide positive customer experience. Providing targeted information and advice they can use
them to focus more on what they need than on what they think they want. Mark for Review (1) Points
True
False
58. To help build an effective customer service model for your business it’s important to
identify and build an effective communication and knowledge model based on the similarities and common
characteristics of your customers. Mark for Review (1) Points
True
False
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