Beruflich Dokumente
Kultur Dokumente
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).
Knowledge region
Projects region
News region
(1) Points
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 an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support.
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
Premier Support
Extended support
Sustaining Support
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
Premier Support
Extended support
Sustaining Support
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
Premier Support
Extended support
Sustaining Support
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
Newsletters
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
Newsletters
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
Configuration Manager
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
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
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) are no call restrictions with other members at the TSANet Mission Critical level
(1) Points
True
False
(1) Points
True
False
17. There are no call restrictions with other members at the TSANet Classic level
Mark
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
Oracle Support Basics (Answer all questions in this section) Which 3 of the following does My Oracle Support allow you access to? Mark for Review
20.
(1) Points
Patches
Bug information
21. If you wish to escalate further up the Oracle Management chain what must you have in place?
Mark
(1) Points
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
(1) Points
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
(1) Points
Contact Oracle Support and they will give you a number for Development
Contact Oracle Support and they will raise a bug with Development if appropriate
My Oracle Support (Answer all questions in this section) Plan shows the planned releases of patches for the different Oracle Product Lines
(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
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
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
False
True
Response 3
Response 4
Response 5
33. What are the benefits participating in the My Oracle Support Community?
Mark for
You can stay ahead of the information curve by hearing whats going on in the industry, attend events, as well as advisor webcasts.
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.
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
Tags tab
Profile 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
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.
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
Product alerts
Healthchecks
(1) Points
Every 24 hours
Once a week
41. Service request reporting is available ONLY if we are using the Configuration Manager
Mark for
True
False
(1) Points
Host information
Database
Application Servers
Applications
43. What are some typical configuration information are collected by OCM?
Mark for
Session information
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
Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) Oracle Support? Mark for Review 46. You can download the collector software from which tab at My
(1) Points
Service Request
Collector
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
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
(1) Points
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) escalation 53. You can expect the following after requesting for a Service Request Mark for Review
(1) Points
The manager will go over your issue with you, making sure there is mutual understanding.
The manager ensures that the appropriate resources are assigned and all actions are completed.
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 Mark for Review
(1) Points
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 its partners. Select all that applies. Mark for Review
(1) Points
Be the Center of Attention when they have Needs they want to feel they have priority and attention when issues arise.
staff needs to be proficient in all available communication options and know when to appropriately use each
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 its 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