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Prueba: General Product Support Assessment (v4.

0)
Revise las respuestas, los resultados y las puntuaciones de las preguntas que se muestran a
continuacin. Las respuestas correctas estn marcadas con un asterisco (*).

This 65-question assessment test is the final component of the General Product Support Specialist guided
Customer User Administrator and Support Identifiers
(Responder todas las preguntas de esta seccin)
1. Oracle Support manages roles and responsibilities for all users
associated to a Support Identifier in My Oracle Support.

Marcar para
Revisin
(1) Puntos

Verdadero
Falso (*)
Correct
2. How would the Customer User Administrator (CUA) turn on the
Service Request Details in the email option for a Support
Identifier?

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(1) Puntos

Administration > Support Identifiers > Service Request


Details in Email
Personalization > Service Request Details in Email Turn On
The 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
Correct
3. A Support Identifier (SI) is a numeric value that is assigned
when purchasing Hardware or Software from Oracle.

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Revisin
(1) Puntos

Verdadero (*)
Falso
Correct
4. Select the best reason why a Customer User Administrator
(CUA) would activate Auto Approve for a Support Identifier.

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(1) Puntos

The Organization is very large, and the CUA does not have
time to individually approve all requests
To enable generic access to Knowledge Base and My Oracle
Support Community (*)
This is a security risk; therefore, a CUA would not use this
feature
To stop the email notification about users wanting access
None of the above
Correct
5. The Customer User Administrator (CUA) manages access levels
for other CUAs (who share the same Support Identifier).

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Revisin
(1) Puntos

Verdadero (*)
Falso
Correct
Customer User Administrator and Support Identifiers
(Responder todas las preguntas de esta seccin)
6. Who approves End Users and sets their access levels for My
Oracle Support?

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(1) Puntos

Oracle Support
Your Organization
Your Customer User Administrator (*)
None of the above
You do not need approval for access
Correct

My Oracle Support Introduction


(Responder todas las preguntas de esta seccin)
7. As a customer, you want to stay informed about ALL UPDATES
to content related to My Oracle Support. Which of the
following options is the best approach?

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(1) Puntos

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
Correct
8. My CUA is my first point of contact for any access issues I
experience with My Oracle Support

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(1) Puntos

Verdadero (*)
Falso
Correct
9. As a user of My Oracle Support, you want to get the most
value from the customizable dashboard layout. Which of the
following are best practices to customize your layout and
make it work for you? Select all that apply.

Marcar para
Revisin
(1) Puntos

(Seleccione todas las respuestas correctas)


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
Reduce wasted time and frustration by organizing your
dashboard to match your job role and product (*)
Add as many widgets as you can to the dashboard to
maximize what you see when you login
Consider modifying your dashboard any time your role
changes or you have a new product interest (*)
Ask your CUA to suggest a layout
Correct
10. 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?

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(1) Puntos

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 View 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 on
your dashboard
None of the above
Correct

My Oracle Support Introduction


(Responder todas las preguntas de esta seccin)
11. You would like to locate content about what changed in the
LATEST My Oracle Support release. Which of the following
statements best describes the steps you would follow?

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(1) Puntos

Call Oracle and log a Service Request to ask what


changes have been made.
Access the My Oracle Support Resource Center and view
the Release Notes (*)
Post a question in the Using My Oracle Support
Community asking what changes have been made in the
last release
Search for 'Release Notes' in the Global Search and go
through the different results.
Correct
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

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(1) Puntos

Verdadero
Falso (*)
Correct
13. The number of tabs you see in My Oracle Support depends on
the Support Identifiers associated with your account.

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(1) Puntos

Verdadero (*)
Falso
Correct

Knowledge Search and Browse


(Responder todas las preguntas de esta seccin)
14. What is the best way to find content in My Oracle Support
based on product?

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(1) Puntos

Post a thread in My Oracle Support Community

Use the 'Search & Browse' feature on the Knowledge tab


and product-based information centers (*)
Global Search bar
Check the Certifications tab
Correct
15. 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.

Marcar para
Revisin
(1) Puntos

Verdadero (*)
Falso
Correct
Knowledge Search and Browse
(Responder todas las preguntas de esta seccin)
16. What is a Search Assistant?

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(1) Puntos

Some products have created Search Assistants which


allow you to identify where a product issue is occurring
and then recommend documents based on your selection
(*)
Voice-activated help feature that you can turn on in My
Oracle Support
An option you can select under Knowledge Preferences
A new section in the Service Request process
Correct
17. Any time you type a search into the Global Search bar (on any
tab), the results are provided on the Knowledge tab

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(1) Puntos

Verdadero (*)
Falso
Correct
18. 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?

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(1) Puntos

Read the documentation on


http://docs.oracle.com/cd/E18442_01/doc.651/e18053/eb

Post a question in the EBS Community asking where you


can find a document with everything you need to know
about EBS
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) (*)
Search in the Global Search box with the term 'EBS'
Correct
19. Why would I want to review and update my current settings
for Knowledge Preferences (Settings tab, My Account)?

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(1) Puntos

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
Correct

Product Certifications
(Responder todas las preguntas de esta seccin)
20. The Certifications tab in My Oracle Support is able to directly
answer all of your certification questions in a single location.

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(1) Puntos

Verdadero
Falso (*)
Correct
Product Certifications
(Responder todas las preguntas de esta seccin)
21. What does the Certifications tab in My Oracle Support provide
to the user?

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(1) Puntos

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
Correct
22. 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)

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(1) Puntos

Verdadero (*)
Falso
Correct
23. I am not sure of the exact product name to use in the
Certifications tab. What is the best approach?

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(1) Puntos

Locate the product name glossary on the Knowledge tab


You should be able to find your product by typing a
portion of the 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
Correct
24. 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).

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(1) Puntos

(Seleccione todas las respuestas correctas)


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) (*)
Correct

Patches and Updates


(Responder todas las preguntas de esta seccin)
25. What products can use patch plans? Identify an answer within
My Oracle Support with the best description.

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(1) Puntos

You set this preference in My Account to identify patch


plans you want to use
All Oracle Products
Database, Fusion Middleware, and Enterprise Manager (*)
Database, Fusion Applications, Fusion Middleware and
Cloud
Only products which have collector installed and
configuration is being sent to Oracle
Incorrect
Patches and Updates
(Responder todas las preguntas de esta seccin)
26. You have some questions about a recommended patch set for
your products. What is the best practice for you to ask specific
questions and get feedback?

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(1) Puntos

Use Google to find out what recommended patches are


available
Create a new thread in the appropriate patching
community and discuss with the members of your
community. (*)
Add the 'Recommended Patch Sets' widget to your
dashboard
Log a Service Request
Use the Patch Search region on Patches & Updates tab,
Product or Family (Advanced) search. Select release and
type (Patchset) and search. Sort patches based on date
to see the latest displayed first
My Oracle Support Community is the recommended best
practice to not only ask questions but share experiences
with other users
27. What are the best ways to download a patch? Please select all
answers that apply.

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(1) Puntos

(Seleccione todas las respuestas correctas)


Search the knowledge base for an article on patching for
your product and click the download links (*)
Open a Service Request to ask Oracle Support to
download the patch from this site
A user cannot directly download a patch from this site

From My Patch Search Results > click patch number >


Download (*)
From my Patch Search Results > mouse-over the line (not
patch number) and select the download option (*)
Correct
28. A great resource for additional help in My Oracle Support is
the 'context-sensitive' help located in the upper-right. You can
view detailed answers to common questions about topics
such as Patching.

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(1) Puntos

Verdadero (*)
Falso
Correct
29. From within My Oracle Support, select the best description of
how to download the latest firmware patch for Netra Blade
X3-2B

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(1) Puntos

From the My Oracle Support Community Post a question


to ask for the link to download the latest firmware patch
for Netra Blade X3-2B
Log a Service Request in My Oracle Support and ask for a
link to the patch to download it.
From Global search enter Netra Blade X3-2B and Patch,
select enter and from the results select view the
document follow the link to
Oracle.com/technetwork/systems, Find and locate the
Netra Blade X3-2B click the link to download the patch
Patches and Updates > Advanced Search > Enter Netra
Blade X3-2B > Select Release > Add a filter line Add
Description is Firmware and view and download the
results. (*)
Correct
30. You have a question about the patch you are downloading.
Which is the best option from the following choices?

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(1) Puntos

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 (*)
Call Oracle Support and ask a Support Engineer
Log into My Oracle Support Community, locate your
product and post your question
Submit a Service Request with your question as the
summary
Correct
My Oracle Support Community

(Responder todas las preguntas de esta seccin)


31. In what subspaces can you post a Blog or Idea?

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(1) Puntos

Only the subspaces that have the "Activity" Blog or Idea


available (*)
Any spaces or subspaces
No spaces or subspaces
This feature is not an option in My Oracle Support
Community
Correct
32. You have a specific question regarding Oracle Database. You
are new to the community framework and are not sure how to
go about searching to identify a relevant Database-oriented
community. What is your best approach?

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(1) Puntos

Open a non-technical Service Request


Type your Database-related question in the search bar
and view questions already posted in various Database
communities or type Oracle Database under select a subspace to see available communities. (*)
Post this question in the 'Using My Oracle Support'
Community
Ask for recommended communities in the Getting Started
section of My Oracle Support.
Correct
33. You recently created a new discussion in My Oracle Support
Community. When you go back to view it, you do not see it in
the community where you thought you had posted it. What
can you do to locate your posting?

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(1) Puntos

Your discussion was likely deleted by a moderator


because it was in the wrong community
Log a Service Request
Look under Browse, Content, Authored within My Oracle
Support Community. (*)
You can post another new thread and ask the community
if they know what happened to your last posting
None of the above
Correct
34. If you have general questions about My Oracle Support and
have not found answers in the help menu or in the knowledge
base, a best practice is to post your question to 'Using My
Oracle Support' Community.

Verdadero (*)

Marcar para
Revisin
(1) Puntos

Falso
Correct
35. When should you mark an answer Correct?

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(1) Puntos

When the answer is technically correct, even if you do not


agree with what is being recommended (*)
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
Correct
My Oracle Support Community
(Responder todas las preguntas de esta seccin)
36. What is a typical consequence of posting a product-specific
question into the 'Using My Oracle Support' Community?

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(1) Puntos

A moderator for the community will directly email you to


request that you remove this question
The question will trigger an automatic email that alerts
you to ask the question in a different community
The moderator for the community will see that the
question is not in the right community and will attempt to
find the right community for your question. This impacts
the time to resolution of your question (*)
None of the above
Correct
37. My email is overflowing with notifications from My Oracle
Support Community. What options do I have to address this
problem?

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(1) Puntos

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 (*)
Correct

Using Support Best Practices for Hardware & Software


(Responder todas las preguntas de esta seccin)
38. What is the best definition of a Fully Qualified Service
Request?

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(1) Puntos

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 (*)
A Service Request logged by your CUA
A Service Request must have attached log files to be Fully
Qualified
A Service Request that provides just a few facts to get
Oracle Support engaged
Only Service Requests created by ASR are considered
fully qualified
Correct
39. How can collected data help you when you create a Fully
Qualified Service Request?

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(1) Puntos

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 is just information to help you with planning
You can view configuration changes by comparing system
configuration between two points. This data is valuable to
answer the question "has anything changed on your
system" as it relates to the presenting problem (*)
It provides details on the last 5 service requests you
logged in case you want to review them
Correct
40. If a customer or partner has a Hardware Support Identifier
(SI), what permissions do general My Oracle Support Users
need to view Assets in My Oracle Support?

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(1) Puntos

CUA Access level


None. It is available to all users
Asset-View access level (*)
SR Create & Update
Correct
Using Support Best Practices for Hardware & Software
(Responder todas las preguntas de esta seccin)

41. How is this type of collected data valuable to you?

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It provides specific patching recommendations


The data collected provides an understanding of the
configuration of Oracle software, revision levels, and the
operating system and patching levels (*)
The data helps to determine how often you log Service
Requests
The data links to certification information on the
Certifications tab for operating systems
None of the above
Correct
42. 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

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(1) Puntos

Verdadero (*)
Falso
Correct
43. 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

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(1) Puntos

Verdadero (*)
Falso
Correct

Create and Manage Service Requests


(Responder todas las preguntas de esta seccin)
44. A recommended best practice is to organize all the data
associated with your issue before you initiate a new Service
Request. A Fully Qualified SR provides Oracle Support with as
much detail as possible about your issue. This includes what
happened, users impacted, single or repeat occurrences, any
changes, and related diagnostic data to attach to the Service
Request
Verdadero (*)
Falso

Marcar para
Revisin
(1) Puntos

Correct
45. Users create a new Service Request by moving through a
structured step-by-step process that starts by asking the User
to identify the Severity before describing the problem

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(1) Puntos

Verdadero
Falso (*)
Correct

Create and Manage Service Requests


(Responder todas las preguntas de esta seccin)
46. Which of the following is the best example of a Service
Request Problem Summary?

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Blue screen
MySql - using JDBC eWay is experiencing a connection
problem - ClassName not found (*)
Application is slow
System not working
Correct
47. You are in the process of logging a new Service Request.
During Step 2 (Solutions), you see a solution that does resolve
your issue. What should you do next?

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(1) Puntos

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
Correct
48. The 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
Verdadero (*)
Falso

Marcar para
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(1) Puntos

Correct
49. You were able to resolve a Service Request before Oracle
Support came back with a suggested solution. What should
you do?

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(1) Puntos

Click on 'Close SR' and provide detailed comments


(Update Detail) on the solution you found to help Oracle
Support improve our knowledge base (*)
Just close the SR with no further updates
Call the Support Engineer for advice
Ask your CUA to initiate an auto-close of this SR since you
have a solution
None of the above
Correct
50. The 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

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(1) Puntos

Verdadero (*)
Falso
Correct
Mobile My Oracle Support
(Responder todas las preguntas de esta seccin)
51. 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.

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(1) Puntos

Verdadero (*)
Falso
Correct
52. I am able to create a new Service Request using the Mobile
My Oracle Support interface

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(1) Puntos

Verdadero
Falso (*)
Correct

53. The 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.

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(1) Puntos

Verdadero (*)
Falso
Correct
54. You are a CUA for your company. You are currently in a threeday 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.

Marcar para
Revisin
(1) Puntos

Verdadero
Falso (*)
Correct
55. The Mobile My Oracle Support application is only available to
Users with the Customer User Administrator (CUA) role

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(1) Puntos

Verdadero
Falso (*)
Correct
(Responder todas las preguntas de esta seccin)
56. The two main functions you can accomplish in My Oracle
Support Mobile are to view and update Service Requests and
search the knowledge base

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(1) Puntos

Verdadero (*)
Falso
Correct

Oracle Support Policies


(Responder todas las preguntas de esta seccin)
57. What items are covered by your Premier Support Policy?
Select all that apply.

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(Seleccione todas las respuestas correctas)
Access to Oracle Engineers to perform mapping business
requirements to product functionality
Access to My Oracle Support Community (*)
Access to Oracle Support Engineers to de-code
customized code and undertake script development
Access to new functionality included in Oracle Patches
and Upgrades (*)
Access to Oracle Product knowledge and Oracle Product
bug fixes (*)
Correct
58. What are the best methods to stay informed about the latest
information on Oracle Technical Support policies?

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(Seleccione todas las respuestas correctas)


Search technical support on oracle.com and review the
posted policy PDFs often (*)
Download the Oracle Technical Support Policies and use
these as your reference guide
Search in My Oracle Support for 'Technical Support
Polices' (*)
Log a Service Request and ask Support to provide
information about support policies
Correct
59. What is the recommended way to locate content about the
End Date of support for a product? Select all that apply.

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(Seleccione todas las respuestas correctas)


Access oracle.com and review the support PDF and
search for support dates (*)
Log a Service Request and request information about
support dates
Call your Oracle Sales or Account Representative
Use the Certifications tab and review the support-specific
content (*)
Correct
60. What is the best approach to resolve the issue of not being
able to download a specific patch for a Product (after the
Support Date has passed).

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Google to see if the patch is available somewhere on the


Internet
Log a Service Request and ask Oracle to send it to you
Contact your Oracle Sales representative and ask them to
call Oracle Support and send you the patch
Contact your Oracle Sales representative and purchase
Extended Software support for your product that needs
patching (*)
Correct
OCVS Overview
(Responder todas las preguntas de esta seccin)
61. Under the OCVS model, a customer calls a vendor for a
technical problem. While the support analyst decides
involvement from another vendor, he will log an SR to the
other vendor, then customer follows the other verndor's SR
process.

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(1) Puntos

Verdadero
Falso (*)
Correct
62. Which of the following statements regarding our value
proposition to our Partners for Oracle Collaborative Vendor
Support (OCVS) is NOT true?

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(1) Puntos

Enables practices that align with many industry support


certifications.
Reduces costs by not having to create and maintain
traditional cooperative support agreements.
Provides a consistent support process for all of a Partner's
support needs, regardless of a Mutual Customer's
involvement. (*)
Provides a consistent, collaborative support process by
which to engage with Oracle Support.
Reduces training commitment by not having to pursue indepth training on Oracle products you do not support.
Correct
63. Which of the following statements reflect the value
proposition to our Mutual Customers as a result of Oracle
Collaborative Vendor Support (OCVS)?

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(Seleccione todas las respuestas correctas)


Improves response by having all parties involved in the
collaboration. (*)
Provides enhanced support value for multi-vendor
implementations. (*)
Increases the risk and costs associated with owning multivendor solutions.
Strives to prevent the frustration of "finger-pointing"
between vendors and improves overall satisfaction. (*)

Increases the time to implementation for multi-vendor


solutions.
Correct
64. Which of the following statements regarding enrollment in
Oracle Collaborative Vendor Support (OCVS) is NOT true?

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A partner should wait to enroll in OCVS until they


encounter a multi-vendor support issue from a mutual
customer. (*)
OCVS is offered as a value-added benefit at no additional
costs to Oracle Partners as part of their OPN membership.
A Partner should enroll in OCVS proactively if they provide
support services to mutual customers.
Enrollment in OCVS is easy by selecting the "Join Now"
link from the OCVS portal page on OPN.
Useful OCVS enrollment information can be found on the
OPN portal under Support > Learn About Support
Offerings and Benefits.
Correct
65. Which of the following statements are Partner requirements
for participation in Oracle Collaborative Vendor Support
(OCVS)?

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(Seleccione todas las respuestas correctas)


Partner must be accepted into all Product Focus Areas in
order to participate in the OCVS.
Partner must be a current OPN member in good standing.
(*)
Partner must be trained on all Oracle products they wish
to engage with Oracle Support through the OCVS.
Partner must have a published profile in OPN Solutions
Catalog. (*)
Partner must apply and received confirmation of
acceptance for use of the OCVS benefit. (*)
Correct