Transcript
51.
he Customer User Administrator for my organization is able to utilize Mobile My Oracle Support to review access requests with just a smart phone and Internet access.
Mark for Review (1) Points
rue False
52. What is the best description of Mobile My Oracle Support?
Mark for Review (1) Points
A new type of My Oracle Support Community Community intended for users who want to review threads with their mobile device A version of My Oracle Oracle Support that you can download to run on your desktop My Oracle Support web-based application optimized for mobile devices A new messaging messaging system that emails emails you SR updates updates via your smart phone None of the above
You are currently in a 53. You are a CUA for your company. You 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.
Mark for Review (1) Points
rue False
54. How do you access Mobile My Oracle Support?
Mark for Review (1) Points
You open a Service Request and ask for special privileges here is a button on My Oracle Support homepage that allows you to jump to the mobile application You access it from http://support.oracle.mobi http://support.oracle.mobi
You have to download the app from the primary portal and load it to your smart phone 55. 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.
Mark for Review (1) Points
rue False
46. he main way that users with 'Create and Update' privilege log Service Requests in My Oracle Support is by selecting 'Create SR' on the Service Requests tab
Mark for Review (1) Points
rue False
47. If you select Severity 1 for your issue, you will need to provide a management contact in the workflow, and your identified manager will be contacted by Oracle Support
Mark for Review (1) Points
rue False
48. he 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
rue
Mark for Review (1) Points
False
49. Which of the following is NOT an acceptable way to send data to Oracle?
Mark for Review (1) Points
Upload the relevant files when creating the SR Upload files to Oracle using sftp with SR number as part of the file name Upload Hardware related files using supportfiles.oracle.com Send an email to Support Engineer's personal email address with support data 50. When should Severity 1 be selected?
Mark for Review (1) Points
o get immediate attention to your Service Request When your business has stopped functioning due to an issue on your Oracle System, Software, or Application When your testing system is down Only when you have requested an Escalation of the issue All of the above
Using Support Best Practices for Hardware & Software (Answer all questions in this section)
41.How can collected data help you when you create a Fully Qualified Service Request?
You can view configuration changes by comparing system configuration between two points. This data is valuable to answer the question "has anything changed on y our system" as it relates to the presenting problem It identifies upcoming configuration changes that you can share with the Support Engineer There is no specific impact from this type of data collection. It i s just information to help you with planning It provides details on the last 5 service requests you logged in case you want to review them
Mark for Review (1) Points
42.What is the best definition of a Fully Qualified Service Request?
Mark for Review (1) Points
A Service Request that has all the information included in the fields as well as appropriate diagnostic output attached so that the Oracle Support Engineer can immediately get started Only Service Requests created by ASR are considered fully qualified A Service Request logged by your CUA A Service Request that provides just a few facts to get Oracle Support engaged A Service Request must have attached log files to be Fully Qualified
43.If a customer or partner has a Hardware Support Identifier (SI), what Mark for Review permissions do general My Oracle Support Users need to view Assets in (1) Points My Oracle Support?
SR Create & Update None. It is available to all users CUA Access level Asset-View access level
Create and Manage Service Requests (Answer all questions in this section)
44.Which of the following is the best example of a Service Request Problem Summary?
System not working
Mark for Review (1) Points
MySql - using JDBC eWay is experiencing a connection problem ClassName not found Blue screen Application is slow
45.You are in the process of logging a new Service Request. During Step 2 Mark for Review (Solutions), you see a solution that does resolve your issue. What should (1) Points you do next?
Continue logging the Service Request and make a note to review the solutions at a later time Turn off the option to view suggested solutions to speed up your process to create a new SR Exit the Service Request process and do not log this Service Request (Click Cancel and OK) None of the above My Oracle Support Community (Answer all questions in this section)
36. Which of the following attributes describe the value of My Oracle Support Community?
Mark for Review (1) Points
Available to users 7x24x365. You can engage in the global community at a convenient time in your work day and leverage the shared experience of peers and subject-matter experts. Each community is staffed with a special set of Oracle support engineers who engage exclusively with online questions Using communities allows you to bypass the standard Service Request creation process in My Oracle Support and fast-track your issues None of the above
37. In what subspaces can you post a Blog or Idea?
Mark for Review (1) Points
No spaces or subspaces Any spaces or subspaces This feature is not an option in My Oracle Support Community Only the subspaces that have the "Activity" Blog or Idea available
Using Support Best Practices for Hardware & Software (Answer all questions in this section)
38. Oracle Enterprise Manager Harvest Job is a collection tool that gathers information about your Oracle set-ups, configuration, and OS. You can automate this information transfer with Oracle
Mark for Review (1) Points
True False
39. From a hardware perspective, what are the benefits of downloading Oracle Services Tools Bundle and enabling Auto Service Request (ASR)?
Mark for Review (1) Points
Prevent known issues Automatically log Service Requests Create a fully qualified Service Request All of the above None of the above
40. You have a planned outage window at the end of the quarter. You can access features available in My Oracle Support that will enable you to make decisions about which patches to install
Mark for Review (1) Points
True False My Oracle Support Community (Answer all questions in this section)
31.My email is overflowing with notifications from My Oracle Support Community. What options do I have to address this problem?
Mark for Review (1) Points
I can adjust my preferences and turn off email I can go to Activities, view my content streams and then edit each stream by turning email on or off as needed. I can check the spaces I am following to ensure I am not following top level spaces such as My Oracle Support (which pushes changes from EVERY community into my in box). All of the above
32.What is the recommended way to post a discussion in the Community?
Mark for Review (1) Points
Navigate to the subspace first. Then, type your question in the ASK IT box at the top and the Create a Discussion process is triggered. Use the create discussion option from the banner, enter your question and post it to the Using My Oracle Support Community Navigate to the subspace. From Activity, click on start a discussion. Any of the above None of the above
33.The same Oracle Support Engineers that resolve technical Service Mark for Review Requests also participate in My Oracle Support Community to share their (1) Points knowledge and expertise as part of this trusted community.
True False
34.How can you view Subspaces you are following?
Mark for Review (1) Points
My profile > More > Places In the region "Spaces I am following" In Activity > Content Streams, I can view places that I am following All of the above
35.When should you mark an answer Correct?
Mark for Review (1) Points
You can't mark answers correct When the answer is the answer you expect to see Don't mark answers correct until you see what other users have to say When the answer is technically correct, even if you do not agree with what is being recommended
Patches and Updates (Answer all questions in this section)
26.I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the most correct method to do this?
Mark for Review (1) Points
Select Patches and Updates Tab > Patch Plan > select my configuration > select the release 9.1 > Select Analysis > download the patches after I read any message displayed. Log a Service Request with Oracle Support and ask for the Support Engineer to send me the required patches. Select Patches and Updates Tab > Quick Links JD Edwards > search for JD Edwards EnterpriseOne > Release is 9.1, agree to license and select search Select Patches and Updates Tab > Advanced Search > Search for JD Edwards EnterpriseOne > Release is 9.1 and select search
27.I can use Patch Plans and Upgrade Plans without having Oracle Configuration Manager installed.
Mark for Review (1) Points
True False
28.What products can use patch plans? Identify an answer within My Oracle Support with the best description.
Mark for Review (1) Points
Only products which have collector installed and configuration is being sent to Oracle All Oracle Products Database, Fusion Middleware, and Enterprise Manager You set this preference in My Account to identify patch plans you want to use Database, Fusion Applications, Fusion Middleware and Clo ud
29.What are the best ways to download a patch? Please select all answers that apply.
Mark for Review (1) Points
(Choose all correct answers)
From My Patch Search Results > click patch number > Download Search the knowledge base for an article on patching for your product and click the download links A user cannot directly download a patch from this site Open a Service Request to ask Oracle Support to download the patch from this site From my Patch Search Results > mouse-over the line (not patch number) and select the download option
30.Regardless of your specific Oracle products, the general process to download patches in My Oracle Support is the same
Mark for Review (1) Points
True False
Product Certifications (Answer all questions in this section)
21.What does the Certifications tab in My Oracle Support provide to the user?
A quick way to log Service Requests related to Certification questions. 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. Access to product certification information None of the above
Mark for Review (1) Points
22.I am not sure of the exact product name to use in the Certifications tab. What is the best approach?
Mark for Review (1) Points
Locate the product name glossary on the Knowledge tab You should be able to find your product by typing a portion of t he name. The Certifications search is equipped with aliases that will suggest product options to you Create a new thread and ask the Certifications community Check your SI to find out exactly how to input the product name None of the above
23.A product is certified for a specific release of an operating system (OS) on a particular hardware platform. For example, Oracle Database (11.2.0.3.0) on Oracle Solaris 11 (SPARC)
Mark for Review (1) Points
True False
24.What is the definition of a certification?
A testing matrix that Oracle provides via the Certifications tab that allows you to compare combinations of Oracle and third-party products A combination of Oracle and third-party products, operating systems, or hardware that Oracle believes should work together A combination of Oracle and third-party products, operating systems, or hardware that Oracle has tested and should work together. A combination of Oracle and third-party products that Oracle has tested and should work together.
Mark for Review (1) Points
Patches and Updates (Answer all questions in this section)
25.You have a question about the patch you are downloading. Which is the best option from the following choices?
Mark for Review (1) Points
Log into My Oracle Support Community, locate your product and post your question Call Oracle Support and ask a Support Engineer Locate the patch via search on the Patches & Updates page > select the patch number to view the patch details > select Start a discussion or reply to discussion based on what is available Submit a Service Request with your question as the summary
Knowledge Search and Browse (Answer all questions in this section)
16. Any time you type a search into the Global Search bar (on any tab), the results are provided on the Knowledge tab
Mark for Review (1) Points
True False
17. What is the best way to find content in My Oracle Support based on product?
Use the 'Search & Browse' feature on the Knowledge tab and product-based information centers Check the Certifications tab
Mark for Review (1) Points
Global Search bar Post a thread in My Oracle Support Community
18. A common problem that Users experience in My Oracle Support when searching: User enters a key word in the Global Search box and views the results. User cannot find the desired information due to the large volume of content returned with this approach.
Mark for Review (1) Points
True False
19. Why would I want to review and update my current settings for Knowledge Preferences (Settings tab, My Account)?
Mark for Review (1) Points
Allows you to provide feedback to My Oracle Support on ways to improve the quality and content of the knowledge base You can update your knowledge widgets to customize your dashboard You can make specific choices to customize your search experience with options like number of search suggestions and solutions during SR creation All of the above None of the above
Product Certifications (Answer all questions in this section)
20. Is there any reason to check the Certifications tab on a regular basis if my company has NOT upgraded any of our products? Select the most correct answer(s).
Mark for Review (1) Points
(Choose all correct answers)
Yes, to check the support dates to understand when products stop being supported No, you would only check during an active upgrade planning cycle No, there is no new information on the Certifications tab unless you received a Hot Topics E-Mail Yes, because you can pick the releases you are currently running and the Certifications tab will list out the patch levels (if required) My Oracle Support Introduction (Answer all questions in this section)
11.You have a Hardware SI and your dashboard is NOT showing the Assets widget. What is the first step you should take to resolve this issue?
Mark for Review (1) Points
Click the Contact Us link in My Oracle Support and ask for help Contact an Oracle colleague and ask for advice Go to your My Account page and confirm if you have access to V iew Assets for the designated SI. If your Assets column says 'No Access', you will not be able to add the Assets widget Select 'Customize Page' on the My Oracle Support home page and make sure the Asset widget is displayed o n your dashboard None of the above
12.My Oracle Support has pre-set dashboard configuration options based on role. For example, I can go to the Customize link and select "Hardware User" to automatically add the widgets to my dashboard associated with this user type
True False
Mark for Review (1) Points
13.The number of tabs you see in My Oracle Support depends on the Support Identifiers associated with your account.
Mark for Review (1) Points
True False
Knowledge Search and Browse (Answer all questions in this section)
14.PowerView is a type of search that you can use in place of Global Search
Mark for Review (1) Points
True False
15.You are looking to install the Oracle E-Business Suite (EBS) product range. How would you find one document that outlines everything you need to know?
Post a question in the EBS Community asking where you can find a document with everything you need to know about EBS Read the documentation on http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.htm Log a Service Request and ask for Oracle Support to send you the information On the knowledge Base widget in My Oracle Support, enter Oracle E-Business Suite on the Search & Browse tab to access the information center (and view all the available content in one location)
Mark for Review (1) Points
Search in the Global Search box with the term 'EBS'
Customer User Administrator and Support Identifiers (Answer all questions in this section)
6. Oracle Support manages roles and responsibilities for all users associated to a Support Identifier in My Oracle Support.
Mark for Review (1) Points
True False
My Oracle Support Introduction (Answer all questions in this section)
7. As a user of My Oracle Support, you want to get the most value from the Mark for Review customizable dashboard layout. Which of the following are best (1) Points practices to customize your layout and make it work for you? Select all that apply.
(Choose all correct answers)
Add as many widgets as you can to the dashboard to maximize what you see when you login Do not customize what you see in the dashboard. When you first login to My Oracle Support, you have access to all the recommended widgets by default Ask your CUA to suggest a layout Reduce wasted time and frustration by organizing your dashboard to match your job role and product Consider modifying your dashboard any time your role changes or you have a new product interest
8. You would like to locate content about what changed in the LATEST My Mark for Review Oracle Support release. Which of the following statements best (1) Points describes the steps you would follow?
Post a question in the Using My Oracle Support Community asking what changes have been made in the last release Access the My Oracle Support Resource Center and view the Release Notes Search for 'Release Notes' in the Global Search and go through the different results. Call Oracle and log a Service Request to ask what changes have been made.
9. As a customer, you want to stay informed about ALL UPDATES to content Mark for Review related to My Oracle Support. Which of the following options is the best (1) Points approach?
Follow @myoraclesupport on Twitter Log a non-technical support Service Request and have the Oracle Support team tell you what is new View the User Resource Center on your dashboard to see the latest content (mark it as a favorite) Subscribe to Hot Topics E-Mail: From Selected Products, click Add and search for My Oracle Support, select "Knowledge Articles" and Apply your changes. None of the above
10.My CUA is my first point of contact for any access issues I experience with My Oracle Support
True False
Mark for Review (1) Points
Customer User Administrator and Support Identifiers (Answer all questions in this section) 1.It is an Oracle recommended best practice to h ave multiple CUAs for each Support Identifier (although you are allowed to select only one per SI).
Mark for Review (1) Points
rue False
2.How would the Customer User Administrator (CUA) turn on the Service Request Details in the email option for a Support Identifier?
Mark for Review (1) Points
Administration > Support Identifiers > Service Request Details in Email Personalization > Service Request Details in Email Turn On he CUA can do both 1 and 2 It is a two-step process: The CUA can only address the Administration action and the User has to complete the Personalization action None of the above
3. A Support Identifier (SI) is a numeric value that is assigned when purchasing Hardware or Software from Oracle.
Mark for Review (1) Points
rue False
4. he Customer User Administrator (CUA) manages access levels for other CUAs (who share the same Support Identifier).
Mark for Review (1) Points
rue False
5.Who approves End Users and sets their access levels for My Oracle Support?
Mark for Review (1) Points
Oracle Support Your Organization Your Customer User Administrator None of the above You do not need approval for access
