Creating Customer Value

(Answer all questions in this section)

1. List ALL what is is available within the Getting Started region.

Mark for Review

(1) Points

(Choose all correct answers)

Contains valuable information to assist new users in navigating the
portal and to make full use of the portal functionality. (*)
You will find an overview of My Oracle Support. (*)
Provide links to both pre-recorded and live training sessions. (*)
Contains links on how to best utilize the configuration manager. (*)
None of the above
Incorrect, refer to the Creating Customer Value training for more
information
2. This region where we push important information from Oracle to our
customers about what is happening within support, about critical patches that
have become available, about significant changes that may be occurring
within support.

Mark for Review

(1) Points

Getting started region

Draft Service Request region
Breaking News region (*)
News region
Service Request region
Corrrect
3. Customer Success Self-Assessment is an online tool designed to share
Global Software Support good practices across 5 domains - Strategy,
Process, People, Technology and Governance

Mark for Review

(1) Points

True (*)
False
Corrrect
4. 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.
Lifetime Support Policy

Mark for Review

(1) Points

Premier Support (*)

Extended support
Sustaining Support
None of the above
Corrrect
5. This region allows for quick and easy monitoring of all your open issues right
at the dashboard.

Mark for Review

(1) Points

Getting started region

Service Requests region (*)
Draft Service Request region
News region
Knowledge region
Corrrect
6. Identify the support model described: Support model that provides
information about the latest issues and patches, then you as a customer
review what solutions may or may not apply in your environment.

Mark for Review

(1) Points

Traditional support model

Pro-active support model (*)
Predictive support model
None of the above
All of the above
Correct
7. Product Information Centers are one stop shops maintained within our
knowledge base that contain information about specific products and
releases.

Mark for Review

(1) Points

True (*)
False
Corrrect
8. Identify the support model described: This support model support software
defects are identified and customers are automatically notified of the
potential problem and its impact.

Mark for Review

(1) Points

Traditional support model

Pro-active support model
Predictive support model (*)
None of the above
All of the above
Correct
9. 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
Transfer of Information (TOI)
Oracle By Example (OBE) (*)
Customer Services Catalog
Corrrect
10. This region contains the capability to drill down and see the details for any of
the systems in your collected configurations. You can compare point in time
history of your systems as well, allowing you to identify any changes that
have occurred over time.

Mark for Review

(1) Points

Systems region (*)

Draft Service Request region
News region
Service Request region
Getting started region
Corrrect

Creating Customer Value

(Answer all questions in this section)
11. Identify the support model described: This support model centered around
reactively working customer issues. You work with support on the issue,
identify a solution, and then move to implement that solution.
Traditional support model (*)
Pro-active support model
Predictive support model

Mark for Review

(1) Points

None of the above

All of the above
Correct

Oracle's Lifetime Support Policy

(Answer all questions in this section)
12. Premier Support Extends for how many years after a product's release?

Mark for Review

(1) Points

No limit
1 Year
10 years
8 Years
5 years (*)
Corrrect
13. Extended Support is provided for an how many additional years after Premier
Support ends?

Mark for Review

(1) Points

8 Years
3 years (*)
1 Year
5 years
No limit
Corrrect
14. 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

Corrrect

MVSP Overview
(Answer all questions in this section)
15. MVSP can be a replacement for support

Mark for Review

(1) Points

True
False (*)
Correct
16. By participating in the MVSP as either a TSANet or OPN member vendors
are required to enter into time consuming or costly support or legal
agreements.

Mark for Review

(1) Points

True
False (*)
Incorrect. Refer to the Multi-Vendor Support Program Overview training
for more information.
17. which are TSANet relationship levels?

Mark for Review

(1) Points

(Choose all correct answers)

Classic or Standard Community (*)
Open Group Agreements
Mission Critical Community (*)
Closed Group Agreements (*)
Incorrect. Refer to the Multi-Vendor Support Program Overview training
for more information.
18. There are no call restrictions with other members at the TSANet Classic level

Mark for Review

(1) Points

True

False (*)
Correct
19. Which of the following statements are Partner requirements for collaboration
in the Multi-Vendor Support Program (MVSP)?

Mark for Review

(1) Points

(Choose all correct answers)

Partner must direct Mutual Customers to contact Oracle Support directly
on Oracle-related issues.
Partner must provide the Mutual Customers support identification
number when collaborating with Oracle Support. (*)
Partner must provide and maintain standard contact and escalation
information for the MVSP. (*)
Partner must establish their own severity levels and response
timeframes for Mutual Customer support issues.
As part of the MVSP, Partners have the option of collaborating with
Oracle Support on a Mutual Customer support issue.
Incorrect. Refer to the Multi-Vendor Support Program Overview training
for more information.

Oracle Support Basics

(Answer all questions in this section)
20. What is the most effective way to escalate a SR?

Mark for Review

(1) Points

Via your Oracle Account Manager

Update My Oracle Support
Update SR in My Oracle Support and then call into Support (*)
Call into Support
Correct

Oracle Support Basics

(Answer all questions in this section)
21. When should a SR severity be changed?

Mark for Review

(1) Points

When escalating a SR

Never
When the impact on the business changes (*)
As soon as the SR is opened
Correct
22. Which of the following is not the responsibility of a Support Engineer?

Mark for Review

(1) Points

Respond to new incoming SRs

Contribute to the knowledge base content
Provide resolutions or workarounds
Educate customers on how to use the products (*)
Correct
23. To request Severity 1 Support what should you have in place?

Mark for Review

(1) Points

Oracle Consultant onsite

24x7 availability to work with Support (*)
Ability to provide remote access via OCS
SR Escalation
Correct
24. Which severity should a SR be raised at if there if a minor impact on the
business?

Mark for Review

(1) Points

Severity 4
Severity1
Severity 2
Severity3 (*)
Correct
25. Where can you find up-to-date information about support tools and
processes?

Mark for Review

(1) Points

(Choose all correct answers)

CSI Number
OPN (*)
My Oracle Support (*)
My Configs and Projects
Correct
26. What can you expect following an escalation request?

Mark for Review

(1) Points

24x7 working until problem resolved

Support Engineer passes SR to another engineer
Oracle Support manager telephones you to discuss your problem and
agree to an action plan (*)
Oracle Consultant onsite within 24 hours
Correct

My Oracle Support
(Answer all questions in this section)
27. The Service Request Home Page contains Service Requests, Draft Service
Requests and Bug Summary

Mark for Review

(1) Points

True (*)
False
Corrrect
28. Projects works with Configuration to

Mark for Review

(1) Points

(Choose all correct answers)

Allows you to keep track of issues affecting your milestone (*)
Helps you schedule and plan for the roll-out of new Oracle
implemenations (*)
Allows you to monitor SRs that are attached to a Project (*)

Allows you to manage the systems you choose to include in a single

region (*)
None of the Above
Incorrect. Refer to the Using Projects in My Oracle Support training for
more information

My Oracle Support Community

(Answer all questions in this section)
29. This is the region where My Oracle Support Community member can see
news pertaining to all communities is shared.

Mark for Review

(1) Points

The Recent content region

The Sptolight region
The News and Announements region (*)
The Headlines region
The Tags region
Correct
30. This is the region where My Oracle Support Community member can see
events of interest to all community members are highlighted.

Mark for Review

(1) Points

The Recent content region

The Events region (*)
The News and Announements region
The Headlines region
The Sptolight region
Correct

My Oracle Support Community

(Answer all questions in this section)
31. My Oracle Support Community members have the ability to report any abuse
that may be occurring within a discussion or document

Mark for Review

(1) Points

True (*)
False

Correct
32. Your User Profile in My Oracle Support Community can include an avatar

Mark for Review

(1) Points

True (*)
False
Correct
33. You can set up your user profile in My Oracle Support Community by

Mark for Review

(1) Points

(Choose all correct answers)

Using the My Oracle Support profile
Logging into www.oracle.com and setting up your profile
Clicking on the Profile tab directly (*)
Clicking on the my Profile link in the upper right hand corner of the
page (*)
User profile cannot be customized in My Oracle Support Community
Correct
34. The Main Community Home page or tab is comprised of a number of regions
including My Communities, Rank, Tags, Top Participants, Community
Spotlight, Recent Content, Getting Started, News and Announcements, and
Events .

Mark for Review

(1) Points

True (*)
False
Correct

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.
True (*)

Mark for Review

(1) Points

False
Correct
36. In the OWC Toolbar , click on the following to enable Desktop Sharing

Mark for Review

(1) Points

Share 'Nothing'
Conference Details button
Attendee drop down list
Share Entire Desktop (*)
Chat icon
Correct
37. To join a web conference , while , the Conference ID is the same as the
SR# , the Conference Key is your

Mark for Review

(1) Points

Partner ID
Email Address
CSI ( Customer Support Identifier) (*)
First name of the Employee joining OWC
None of the above
Correct

Oracle Configuration Manager

(Answer all questions in this section)
38. How are RDA generated configurations created?

Mark for Review

(1) Points

They are created when you install OCM.

They are automatically created when you log an SR with an RDA output
attached. (*)
They are automatically generated when you run RDA.
Oracle Support Engineers create them when they connect using OWC.
Your My Oracle Support administrator creates them when they install
OCM

Incorrect. Refer to the Software Config Manager training for more

information.
39. Where should support agent be installed?

Mark for Review

(1) Points

On every PC.
On the applications server.
On every machine on which the customer wants automically refreshed
configurations. (*)
On the database server.
On the web server.
Corrrect
40. How often does OCM collect the auto-config data?

Mark for Review

(1) Points

Once a week
You run the OCM manually.
Every 24 hours (*)
As often as you want - you can set it up as a batch process.
Every time you log an SR against that configuration.
Incorrect. Refer to the Software Config Manager training for more
information.

Why Use The Configuration Manager In My Oracle Support

(Answer all questions in this section)
41. I can use the Configuration Manager to compare configuration data changes
between two dates

Mark for Review

(1) Points

True (*)
False
Correct
42. The Configuration Manager features greatly improve both the reactive and
pro-active support capability

Mark for Review

(1) Points

True (*)
False
Correct
43. What kind of performance impact can be expected on the system while the
OCM collector is running?

Mark for Review

(1) Points

Increased degradation with increased number of collection

Severe degradation because of the heavy tracing involved
Negligible impact (*)
Improved performance
Tolerable degradation if executed off-peak hours
Correct
44. 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
Correct
45. You can download the OCM collector immediately upon logon to My Oracle
Support without going through the collector tab.

Mark for Review

(1) Points

True (*)
False
Correct

Service Request Priority Routing Using Configuration Manager

(Answer all questions in this section)

46. To associate your Service Request with a System Configuration, you can

Mark for Review

(1) Points

(Choose all correct answers)

From the Service Request tab, click the button "Create Service Request
with Configuration"
From the Main Dashboard, Right Mouse Click on the System
Configuration and choose the Create SR option. (*)
choose the System/Configuration Autofill option when logging a Service
Request (*)
Call Oracle Support to request associate configuration to a service
request
Correct

11G Upgrade Best Practices

(Answer all questions in this section)
47. Real Time Application Testing is composed of

Mark for Review

(1) Points

Database Recorder, Database Replay and SQL Tuning Sets

Database Replay, SQL Performance Optimizer and SQL Tuning Sets
SQL Performance Analyzer , SQL Performance Analyzer and SQL
Tuning Sets
Database Replay, SQL Performance Analyzer and SQL Tuning Sets (*)
Database Replay, Database Performance Analyzer and Database
Tuning Sets
Incorrect. Refer to the 11G Upgrade Best Practices training for more
information.
48. After an upgrade to 11g, one must be careful not to create fixed table
statistics

Mark for Review

(1) Points

True (*)
False
Correct

49. The preventive and fully transparent database mechanism to ensure plan
stability is called

Mark for Review

(1) Points

SQL Process Mechanism

SQL Plan Management (*)
SQL Procedure Method
SQL Process Management
SQL Procedure Plan
Incorrect. Refer to the 11G Upgrade Best Practices training for more
information.
50. The package used for SQL Plan Mangement is DBMS_SQLPLMGT

Mark for Review

(1) Points

True
False (*)
Incorrect. Refer to the 11G Upgrade Best Practices training for more
information.

Remote Diagnostics Agents and Database Diagnostic Scripts

(Answer all questions in this section)
51. Remote Diagnostic Agent (RDA) can be used as a pro-active, problem
avoidance tool

Mark for Review

(1) Points

True (*)
False
Correct
52. Name the types of Service Requests where RDA is essential

Mark for Review

(1) Points

(Choose all correct answers)

Upgrade media requests
Answers to "How To" questions
ORA-00600 internal errors (*)
Performance related issues (*)

Instalaltion and configuration (*)

Incorrect. Refer to the Remote Diagnostics Agents and Database
Diagnostic Scripts training for more information.

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 (*)
Correct
54. You should consider escalating an SR when

Mark for Review

(1) Points

(Choose all correct answers)

you encounter a critical roadblock (*)
you are dissatisfied with the resolution or response to a Service Request
(*)
the SR was raised with the wrong severity
Project deadline is within 10 days (*)
All of the above
Correct

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)
55. 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

Mark for Review

(1) Points

they need than on what they think they want.

True (*)
False
Correct
56. It is good communication practice to train staff to shield customers from
internal issues maintain professionalism and confidence when in front of
customer if internal roadblocks are encountered.

Mark for Review

(1) Points

True (*)
False
Correct
57. Not having answers or know how to obtain information in a timely manner
contribute to customer frustration.

Mark for Review

(1) Points

True (*)
False
Correct
58. What the customers want? Customers want and expect the following from
Oracle and its 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 customers preferred communication style (*)
None of the above
Correct