As a customer or

partner, how would

you locate a
Support Identifier?
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1.
2.
Support Identifier !roups allow you to !roup assets and products from the same
Support Identifiers into virtual !roups (or containers)
Mark for Review
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3.
"ow would the #ustomer $ser Administrator (#$A) turn on the Service Re%uest
&etails in the email option for a Support Identifier?
Mark for Review
(1) oints
4.
'he #ustomer $ser Administrator (#$A) mana!es access levels for other #$As
(who share the same Support Identifier)
Mark for Review
(1) oints
5.
It is an (racle recommended )est practice to have multiple #$As for each
Support Identifier (althou!h you are allowed to select one per SI)
Mark for Review
(1) oints
6.
(racle Support
mana!es roles and
responsi)ilities for
all users
associated to a
Support Identifier
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in My (racle
Support
My Oracle Support Introduction
(Answer all %uestions in this section)
7.
My #$A is my first point of contact for any access issues I e*perience with
My (racle Support
Mark for Review
(1) oints
8.
+ou have a "ardware SI and your dash)oard is ,(' showin! the Assets
wid!et- .hat is the first step you should take to resolve this issue?
Mark for Review
(1) oints
9.
As a user of My (racle Support, you want to !et the most value from the
customi/a)le dash)oard layout- .hich of the followin! are )est practices to
customi/e your layout and make it work for you? Select all that apply-
Mark for Review
(1) oints
(#hoose all correct answers)
10.
'he num)er of ta)s you see in My (racle Support depends on the Support
Identifiers associated with your account-
Mark for Review
(1) oints
11.
+ou would like to
locate content
a)out what
chan!ed in the
0A'1S' My (racle
Mark for Review
(1) oints
Support release-
.hich of the
followin!
statements )est
descri)es the steps
you would follow?
12.
+ou are an end customer of an (racle artner and you would like to have
access to My (racle Support- .hat features will you )e a)le to access? Select
all answers that may apply 2 &101'1 3R(M 4A,5
Mark for Review
(1) oints
(#hoose all correct answers)
Knowlede Searc! and "row#e
(Answer all %uestions in this section)
13.
Any time you type a search into the 6lo)al Search )ar (on any ta)), the results
are provided on the 5nowled!e ta)
Mark for Review
(1) oints
14.
ower7iew is a type of search that you can use in place of 6lo)al Search
Mark for Review
(1) oints
15.
.hy would I want to review and update my current settin!s for 5nowled!e
references (Settin!s ta), My Account)?
Mark for Review
(1) oints
16.
I would access
8Refine Search9 on
the Service
Re%uests ta) to
Mark for Review
(1) oints
further refine and
improve my search
17.
.hat is Advanced Search?
Mark for Review
(1) oints
18.
A common pro)lem that $sers e*perience in My (racle Support when
searchin!: $ser enters a key word in the 6lo)al Search )o* and views the
results- $ser cannot find the ri!ht information due to the lar!e volume of content
returned with this approach-
Mark for Review
(1) oints
$roduct %erti&ication#
(Answer all %uestions in this section)
19.
Is there any reason to check the #ertifications ta) on a re!ular )asis if my
company has ,(' up!raded any of our products? Select the most correct
answer(s)-
Mark for Review
(1) oints
(#hoose all correct answers)
20.
.hat does the #ertifications ta) in My (racle Support provide to the user?
Mark for Review
(1) oints
21.
.hat is the
definition of a
certification?
Mark for Review
(1) oints
22.
A product is certified for a specific release of an operatin! system ((S) on a
particular hardware platform- 3or e*ample, (racle &ata)ase (11-;-<-=-<) on
(racle Solaris 11 (SAR#)
Mark for Review
(1) oints
23.
I am not sure of the e*act product name to use in the #ertifications ta)- .hat
is the )est approach?
Mark for Review
(1) oints
24.
'he #ertifications ta) in My (racle Support is a)le to directly answer all of
your certification %uestions in a sin!le location-
Mark for Review
(1) oints
$atc!e# and 'pdate#
(Answer all %uestions in this section)
25.
.hat are the )est ways to download a patch? lease select all answers that
apply-
Mark for Review
(1) oints
(#hoose all correct answers)
26.
A !reat resource
for additional help
in My (racle
Support is the
8conte*t2sensitive8
help located in the
upper2ri!ht- +ou
can view detailed
answers to
common %uestions
a)out topics such
as atchin!-
Mark for Review
(1) oints
27.
If you have a %uestion a)out the patch you are downloadin!- .hich is the )est
option from the followin! choices?
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(1) oints
28.
.hat is a atch Advisor?
Mark for Review
(1) oints
29.
3rom within My (racle Support, select the )est description of how to download
the latest firmware patch for ,etra 4lade >=2;4
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(1) oints
30.
.hat products can use patch plans? Identify an answer within My (racle
Support with the )est description-
Mark for Review
(1) oints
31.
.hat is a typical
conse%uence of
postin! a product2
specific %uestion
into the 8$sin! My
(racle Support8
#ommunity?
Mark for Review
(1) oints
32.
I can choose to receive email updates )ased on my community
su)scriptions- 'his is a !reat way to stay connected to the latest information
)ein! shared in the community-
Mark for Review
(1) oints
33.
+ou want to post a %uestion to a My (racle Support #ommunity? however,
you cannot see the community you are interested in when you launch My
(racle Support #ommunity and view the main pa!e- "ow do you resolve
this?
Mark for Review
(1) oints
34.
'he same (racle Support 1n!ineers that resolve technical Service Re%uests
also participate in My (racle Support #ommunity to share their knowled!e
and e*pertise as part of this trusted community-
Mark for Review
(1) oints
35.
+ou heard a)out a new community and want to check it- .hen you open My
(racle Support #ommunity, you only see a few options listed in the 83ind a
#ommunity8 pane on the left navi!ation- .hat do you need to do to access
the complete list of availa)le communities?
Mark for Review
(1) oints
36.
+ou have a specific
%uestion re!ardin!
(racle &ata)ase-
+ou are new to the
community
Mark for Review
(1) oints
framework and are
not sure how to !o
a)out searchin! to
identify a relevant
&ata)ase2oriented
community- .hat is
your )est practice?
#heck all that
apply
(#hoose all correct answers)
"e#t $ractice# &or (ardware and So&tware
(Answer all %uestions in this section)
37.
3or the supported products, what are the )enefits of installin! and usin!
(racle #onfi!uration Mana!er ((#M)?
Mark for Review
(1) oints
38.
"ow is this type of collected data valua)le to you?
Mark for Review
(1) oints
39.
If a customer or partner has a "ardware Support Identifier (SI), what
permissions do !eneral My (racle Support $sers need to view Assets in My
(racle Support?
Mark for Review
(1) oints
40.
+ou have a planned outa!e window at the end of the %uarter- +ou can access
features availa)le in My (racle Support that will ena)le you to make decisions
a)out which patches to install
Mark for Review
(1) oints
41.
'he output of
(racle
#onfi!uration
Mana!er ((#M)
will list out the
Mark for Review
(1) oints
re%uired firmware
for your (racle
Systems products
42.
'o install Auto Service Re%uest (ASR), you need to validate all of the
followin!: $ser has Assets access level in My (racle Support, there is an
instance of the AR mana!er installed on the network, asset is ASR %ualified,
ASR install process can )e performed on the asset, ASR activation process
has )een completed )y associatin! a contact in My (racle Support, and
Service 'ools 4undle is installed
Mark for Review
(1) oints
%reate and Manae Ser)ice *e+ue#t#
(Answer all %uestions in this section)
43.
.hat are two key )enefits of takin! the time to create a 3ully @ualified
Service Re%uest?
Mark for Review
(1) oints
44.
.hat are some of the ways to send data to (racle- Select all that apply-
Mark for Review
(1) oints
(#hoose all correct answers)
45.
+ou are in the process of lo!!in! a new Service Re%uest- &urin! Step ;
(Solutions), you see a solution that does resolve your issue- .hat should
you do ne*t?
Mark for Review
(1) oints
46.
A recommended
)est practice is to
or!ani/e all the
data associated
with your issue
)efore you initiate
a new Service
Re%uest- A 3ully
@ualified SR
provides (racle
Mark for Review
(1) oints
Support with as
much detail as
possi)le a)out
your issue- 'his
includes what
happened, users
impacted, sin!le or
repeat
occurrences, any
chan!es, and
related dia!nostic
data to attach to
the Service
Re%uest
47.
$sers create a new Service Re%uest )y movin! throu!h a structured step2
)y2step process that starts )y askin! the $ser to identify the Severity )efore
descri)in! the pro)lem
Mark for Review
(1) oints
48.
+ou were a)le to resolve a Service Re%uest )efore (racle Support came
)ack with a su!!ested solution- .hat should you do?
Mark for Review
(1) oints
Mo,ile My Oracle Support
(Answer all %uestions in this section)
49.
+ou are a #$A for your company- +ou are currently in a three2day
or!ani/ational meetin! and are concerned a)out !ettin! )ehind on new
user re%uests for access to My (racle Support- $nfortunately, you will not
)e a)le to approve any re%uests throu!h the mo)ile application as it only
allows you to search the knowled!e )ase-
Mark for Review
(1) oints
50.
.hat is the )est description of Mo)ile My (racle Support?
Mark for Review
(1) oints
51.
A )est practice to
!et the most value
from Mo)ile My
(racle Support
would )e to mark
as favorites any
)u!s or documents
that you want to
revisit and review
when you have
more time )ack at
your desk- +ou
won8t waste any
time tryin! to find
them a!ain when
you !o )ack to the
My (racle Support
portal
Mark for Review
(1) oints
52.
'he Mo)ile My (racle Support application is only availa)le to $sers with the
#ustomer $ser Administrator (#$A) role
Mark for Review
(1) oints
53.
"ow do you access Mo)ile My (racle Support?
Mark for Review
(1) oints
54.
+ou receive a 'weet from (racle while you are in a meetin!- 'here is some
interestin! information a)out one of your products- +ou can %uickly lo! into
Mo)ile My (racle Support and search the knowled!e )ase to !et more details
to share with your collea!ues durin! the meetin!-
Mark for Review
(1) oints
Oracle Support $olicie#
(Answer all %uestions in this section)
55.
.hat is the recommended way to locate content a)out the 1nd &ate of support
for a product? Select all that apply-
Mark for Review
(1) oints
(#hoose all correct answers)
56.
.hat items are
covered )y your
remier Support
olicy? Select all
that apply-
Mark for Review
(1) oints
(#hoose all correct answers)
57.
.hat are the )est methods to stay informed a)out the latest information on
(racle 'echnical Support policies?
Mark for Review
(1) oints
(#hoose all correct answers)
58.
.hat is the )est approach to resolve the issue of not )ein! a)le to download a
specific patch for a roduct (after the Support &ate has passed)-
Mark for Review
(1) oints
O%-S O)er)iew
(Answer all %uestions in this section)
59.
$nder the (#7S model, a customer calls a vendor for a technical pro)lem- .hile
the support analyst decides involvement from another vendor, he will lo! an SR to
the other vendor, then customer follows the other verndor8s SR process-
Mark for Review
(1) oints
60.
.hich of the followin! statements are artner re%uirements for colla)oration in
(racle #olla)orative 7endor Support ((#7S)?
Mark for Review
(1) oints
(#hoose all correct answers)
61.
As an active (,
mem)er, you can
automatically take
advanta!e of the
(#7S )enefit-
Mark for Review
(1) oints
62.
.hich of the followin! statements re!ardin! enrollment in (racle
#olla)orative 7endor Support ((#7S) is ,(' true?
Mark for Review
(1) oints
63.
A 9Mutual #ustomer9 under (racle #olla)orative 7endor Support ((#7S)
must have an active support contract with 4('" (racle and a participatin!
artner-
Mark for Review
(1) oints
1.
"ow would the
#ustomer $ser
Administrator
(#$A) turn on the
Service Re%uest
&etails in the email
option for a Support
Identifier?
Mark for Review
(1) oints
Administr
ation A
Support
Identifiers
A Service
Re%uest
&etails in
1mail
ersonali
/ation A
Service
Re%uest
&etails in
1mail
'urn (n
'he #$A
can do
)oth 1
and ;
It is a
two2step
process:
'he #$A
can only
perform
Answer 1
and the
$ser has
to
perform
Answer ;
(B)
,one of
the a)ove
#orre
ct
2.
Support Identifier
!roups allow you to
!roup assets and
products from the
same Support
Identifiers into
virtual !roups (or
containers)
Mark for Review
(1) oints
'rue
3alse (B)
#orre
ct
3.
A Support Identifier
(SI) is a numeric
value that is
assi!ned when
purchasin!
"ardware or
Software from
(racle
Mark for Review
(1) oints
'rue (B)
3alse
Incorr
ect
4.
Select the )est
reason why a
#ustomer $ser
Administrator
(#$A) would
activate Auto
Approve for a
Support Identifier
Mark for Review
(1) oints
'he
(r!ani/at
ion is
very
lar!e, and
the #$A
does not
have time
to
individuall
y approve
all
re%uests
'o ena)le
!eneric
access to
knowled!
e )ase
and My
(racle
Support
#ommuni
ty (B)
'his is a
security
risk?
therefore,
a #$A
would not
use this
feature
'o stop
the email
notificatio
n a)out
users
wantin!
access
,one of
the a)ove
It is a
reco
mme
nded
)est
practi
ce to
provid
e
!ener
ic
acces
s to
knowl
ed!e
)ase
and
#om
munit
y so
that
1nd
$sers
can
%uickl
y and
easily
resea
rch
%uesti
ons
and
self2
serve
infor
matio
n
5.
It is an (racle
recommended )est
practice to have
multiple #$As for
each Support
Identifier (althou!h
you are allowed to
select one per SI)
Mark for Review
(1) oints
'rue (B)
3alse
#orre
ct
6.
As a customer or
partner, how would
you locate a
Support Identifier?
Mark for Review
(1) oints
My Oracle Support Introduction
(Answer all %uestions in this section)
7.
As a customer, you want to stay informed a)out A00 $&A'1S to content related
to My (racle Support- .hich of the followin! options is the )est approach?
Mark for Review
(1) oints
8.
'he num)er of ta)s you see in My (racle Support depends on the Support
Identifiers associated with your account-
Mark for Review
(1) oints
9.
My #$A is my first point of contact for any access issues I e*perience with My
(racle Support
Mark for Review
(1) oints
10.
+ou have a "ardware SI and your dash)oard is ,(' showin! the Assets wid!et-
.hat is the first step you should take to resolve this issue?
Mark for Review
(1) oints
11.
As a user of My
(racle Support,
you want to !et the
most value from
the customi/a)le
dash)oard layout-
.hich of the
followin! are )est
practices to
customi/e your
layout and make it
work for you?
Select all that
apply-
Mark for Review
(1) oints
(#hoose all correct answers)
12.
+ou would like to locate content a)out what chan!ed in the 0A'1S' My
(racle Support release- .hich of the followin! statements )est descri)es
the steps you would follow?
Mark for Review
(1) oints
Knowlede Searc! and "row#e
(Answer all %uestions in this section)
13.
.hat is Advanced Search?
Mark for Review
(1) oints
14.
.hat is a Search "elper?
Mark for Review
(1) oints
15.
A common pro)lem that $sers e*perience in My (racle Support when
searchin!: $ser enters a key word in the 6lo)al Search )o* and views the
results- $ser cannot find the ri!ht information due to the lar!e volume of
content returned with this approach-
Mark for Review
(1) oints
16.
I would access
8Refine Search9 on
the Service
Re%uests ta) to
further refine and
improve my search
Mark for Review
(1) oints
17.
+ou are lookin! to install the (racle 124usiness Suite (14S) product ran!e- "ow
would you find one document that outlines everythin! you need to know?
Mark for Review
(1) oints
18.
.hat option(s) are availa)le to filter search results in My (racle Support? Select
all that apply-
Mark for Review
(1) oints
(#hoose all correct answers)
$roduct %erti&ication#
(Answer all %uestions in this section)
19.
.hat does the #ertifications ta) in My (racle Support provide to the user?
Mark for Review
(1) oints
20.
A product is certified for a specific release of an operatin! system ((S) on a
particular hardware platform- 3or e*ample, (racle &ata)ase (11-;-<-=-<) on
(racle Solaris 11 (SAR#)
Mark for Review
(1) oints
21.
.hat is the
definition of a
certification?
Mark for Review
(1) oints
22.
Is there any reason to check the #ertifications ta) on a re!ular )asis if my
company has ,(' up!raded any of our products? Select the most correct
answer(s)-
Mark for Review
(1) oints
(#hoose all correct answers)
23.
'he #ertifications ta) in My (racle Support is a)le to directly answer all of
your certification %uestions in a sin!le location-
Mark for Review
(1) oints
24.
I am not sure of the e*act product name to use in the #ertifications ta)- .hat
is the )est approach?
Mark for Review
(1) oints
$atc!e# and 'pdate#
(Answer all %uestions in this section)
25.
+ou have some %uestions a)out a recommended patch set for your products-
.hat is the )est practice for you to ask specific %uestions and !et feed)ack?
Mark for Review
(1) oints
26.
I am lookin! to
download the C&
1dwards
1nterprise(ne D-1
patch- .hat is the
most correct
method to do this?
Mark for Review
(1) oints
27.
.hat are the )est ways to download a patch? lease select all answers
Mark for Review
that apply-
(1) oints
(#hoose all correct answers)
28.
.hat products can use patch plans? Identify an answer within My (racle
Support with the )est description-
Mark for Review
(1) oints
29.
I can use atch lans and $p!rade lans without havin! (racle
#onfi!uration Mana!er installed-
Mark for Review
(1) oints
30.
If you have a %uestion a)out the patch you are downloadin!- .hich is the
)est option from the followin! choices?
Mark for Review
(1) oints
31.
+ou have a specific
%uestion re!ardin!
(racle &ata)ase-
+ou are new to the
community
framework and are
not sure how to !o
a)out searchin! to
identify a relevant
&ata)ase2oriented
community- .hat is
your )est practice?
#heck all that
apply
Mark for Review
(1) oints
(#hoose all correct answers)
32.
If you have !eneral %uestions a)out My (racle Support and have not found
answers in the help menu or in the knowled!e )ase, a )est practice is to post
your %uestion to 8$sin! My (racle Support8 #ommunity-
Mark for Review
(1) oints
33.
I can choose to receive email updates )ased on my community su)scriptions-
'his is a !reat way to stay connected to the latest information )ein! shared in
the community-
Mark for Review
(1) oints
34.
.hich of the followin! attri)utes descri)e the value of My (racle Support
#ommunity?
Mark for Review
(1) oints
35.
'he same (racle Support 1n!ineers that resolve technical Service Re%uests
also participate in My (racle Support #ommunity to share their knowled!e
and e*pertise as part of this trusted community-
Mark for Review
(1) oints
36.
+ou recently
created a new
postin! in My
(racle Support
#ommunity- .hen
you !o )ack to
view it, you do not
see it in the
community where
you thou!ht you
had posted it- .hat
can you do to
locate your
postin!?
Mark for Review
(1) oints
"e#t $ractice# &or (ardware and So&tware
(Answer all %uestions in this section)
37.
"ow is this type of collected data valua)le to you?
Mark for Review
(1) oints
38.
'o install Auto Service Re%uest (ASR), you need to validate all of the
followin!: $ser has Assets access level in My (racle Support, there is an
instance of the AR mana!er installed on the network, asset is ASR %ualified,
ASR install process can )e performed on the asset, ASR activation process
has )een completed )y associatin! a contact in My (racle Support, and
Service 'ools 4undle is installed
Mark for Review
(1) oints
39.
.hat is the )est definition of a 3ully @ualified Service Re%uest?
Mark for Review
(1) oints
40.
If a customer or partner has a "ardware Support Identifier (SI), what
permissions do !eneral My (racle Support $sers need to view Assets in My
(racle Support?
Mark for Review
(1) oints
41.
"ow can collected
data help you
when you create a
3ully @ualified
Service Re%uest?
Mark for Review
(1) oints
42.
3rom a hardware perspective, what are the )enefits of downloadin! (racle
Services 'ools 4undle and ena)lin! Auto Service Re%uest (ASR)?
Mark for Review
(1) oints
%reate and Manae Ser)ice *e+ue#t#
(Answer all %uestions in this section)
43.
+ou are in the process of lo!!in! a new Service Re%uest- &urin! Step ;
(Solutions), you see a solution that does resolve your issue- .hat should you do
ne*t?
Mark for Review
(1) oints
44.
'he main way that users with 8#reate and $pdate8 privile!e lo! Service
Re%uests in My (racle Support is )y selectin! 8#reate SR8 on the Service
Re%uests ta)
Mark for Review
(1) oints
45.
.hat are some of the ways to send data to (racle- Select all that apply-
Mark for Review
(1) oints
(#hoose all correct answers)
46.
A recommended
)est practice is to
or!ani/e all the
data associated
with your issue
)efore you initiate
a new Service
Re%uest- A 3ully
@ualified SR
provides (racle
Support with as
much detail as
possi)le a)out
your issue- 'his
includes what
happened, users
impacted, sin!le or
repeat
occurrences, any
chan!es, and
related dia!nostic
data to attach to
the Service
Re%uest
Mark for Review
(1) oints
47.
.hat is the )est process to follow when you have a %uestion for (racle
Support?
Mark for Review
(1) oints
48.
.hat are two key )enefits of takin! the time to create a 3ully @ualified
Service Re%uest?
Mark for Review
(1) oints
Mo,ile My Oracle Support
(Answer all %uestions in this section)
49.
'he #ustomer $ser Administrator for my or!ani/ation is a)le to utili/e
Mo)ile My (racle Support to review access re%uests with Eust a smart
phone and Internet access-
Mark for Review
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50.
'he Mo)ile My (racle Support application is only availa)le to $sers with
the #ustomer $ser Administrator (#$A) role
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51.
+ou receive a
'weet from (racle
while you are in a
meetin!- 'here is
some interestin!
information a)out
one of your
products- +ou can
%uickly lo! into
Mo)ile My (racle
Support and
search the
knowled!e )ase to
!et more details to
share with your
collea!ues durin!
the meetin!-
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52.
'he two main functions you can accomplish in My (racle Support Mo)ile are
to view and update Service Re%uests and search the knowled!e )ase
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53.
A )est practice to !et the most value from Mo)ile My (racle Support would )e
to mark as favorites any )u!s or documents that you want to revisit and review
when you have more time )ack at your desk- +ou won8t waste any time tryin!
to find them a!ain when you !o )ack to the My (racle Support portal
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54.
I am a)le to create a new Service Re%uest usin! the Mo)ile My (racle
Support interface
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Oracle Support $olicie#
(Answer all %uestions in this section)
55.
.hat are the )est methods to stay informed a)out the latest information on
(racle 'echnical Support policies?
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(#hoose all correct answers)
56.
.hat is the )est
approach to
resolve the issue of
not )ein! a)le to
download a
specific patch for a
roduct (after the
Support &ate has
passed)-
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57.
.hat is the recommended way to locate content a)out the 1nd &ate of support
for a product? Select all that apply-
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58.
.hat items are covered )y your remier Support olicy? Select all that apply-
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O%-S O)er)iew
(Answer all %uestions in this section)
59.
.hich of the followin! statements reflect the value proposition to our Mutual
#ustomers as a result of (racle #olla)orative 7endor Support ((#7S)?
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60.
.hich of the followin! statements are artner re%uirements for participation in
(racle #olla)orative 7endor Support ((#7S)?
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61.
A 9Mutual
#ustomer9 under
(racle
#olla)orative
7endor Support
((#7S) must have
an active support
contract with
4('" (racle and
a participatin!
artner-
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62.
$nder the (#7S model, a customer calls a vendor for a technical pro)lem-
.hile the support analyst decides involvement from another vendor, he will
lo! an SR to the other vendor, then customer follows the other verndor8s SR
process-
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63.
(#7S can )e used as a replacement for support
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