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Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct answer.
This 54-question assessment test is one of the final components of this Field Delivery Support Consultant guided
learning path. This assessment will allow you to test your knowledge level of the information learned from the
Oracle core services courses. Passing a >80% of this assessment, as well as all other required online assessments
and certification exams from your Field Delivery GLP makes you eligible to become a Field Delivery Support
Consultant.
My Oracle Support Introduction
(Answer all questions in this section)
1. 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?
Select 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
You need to have a hardware SI in order to even add the widget (if you have no
access, you would not see this option)
2. 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.
True
False (*)
Correct
4. The number of tabs you see in My Oracle Support depends on the Support Identifiers
associated with your account.
(1) Points
True (*)
False
Incorrect
5. 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?
Next Summary
True (*)
False
Incorrect
7. 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?
Access '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.
Post a question in the 'Using My Oracle Support Community' asking what changes
have been made in the last release
Correct
Knowledge Search and Browse
(Answer all questions in this section)
8. Why would I want to review and update my current settings for Knowledge
Preferences (Settings tab, My Account)?
True (*)
False
Correct
10. During the step-by-step flow, My Oracle Support will offer you suggested solutions as
you define your problem. You have the option to 'turn off' these suggested solution
results when you create a Service Request.
True (*)
False
Correct
Previous
Page 2 of 11
Next Summary
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
Search in the Global Search box with the term 'EBS'
Log a Service Request and ask for Oracle Support to send you the information
On the knowledge tab in My Oracle Support: select 'Search and Browse' and
enter Oracle E-Business Suite and access the information center to view all the
available content in one location (*)
The answer is based on the constraint of 'ONE document'; logging an SR or
posting a question is not searching for one document (that are other activities
you can do to find content).
13. What is the best way to find content in My Oracle Support based on product?
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
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
Correct
15. What are the best ways to download a patch? Please select all answers that apply.
True
False (*)
Correct
18. Regardless of your specific Oracle products, the general process to download patches
in My Oracle Support is the same
True (*)
False
Incorrect
19. 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.
True (*)
False
Incorrect
My Oracle Support Community
(Answer all questions in this section)
20. Which of the following attributes describe the value of My Oracle Support Community?
Available to users 7x24x365. You can always engage in the global community at
a convenient time in your work day
Each community is staffed with a special set of Oracle support engineers who
engage exclusively with online questions
Leverage the shared experience of your peers and subject-matter experts to
quickly expand your knowledge and awareness
Using communities allows you to bypass the standard Service Request creation
process in My Oracle Support and fast-track your issues
Both 1 and 3 (*)
Correct
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Page 4 of 11
Next Summary
True (*)
False
Correct
22. You want to post a question to a My Oracle Support Community; however, you cannot
see the community you are interested in when you launch My Oracle Support
Community and view the main page. How do you resolve this?
Ask your Customer User Administrator to grant you access to the community in
question and it will appear the next time you log in
Log a technical Support Request for assistance
Edit your subscriptions to include the desired community (*)
Post your question in the 'Using My Oracle Support' community
The only reason you cannot post to a specific community (topic area) is that you
have not subscribed to it and you have your subscriptions turned on (which
limits the view of available communities to you)
23. You can choose to receive email updates based on my community subscriptions. This
is a great way to stay connected to the latest information being shared in the
community.
True (*)
False
Correct
24. You recently created a new posting 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?
Your posting was likely deleted by a moderator because it was in the wrong
community and they frequently monitor
Log a Service Request
You can look on the Discussions tab (My Discussions) 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
If a posting is moved its due to the fact it is in the wrong community, the
community administrators move the posting to the correct community to ensure
the SME with the knowledge can answer your posting.
25. You heard about a new community and want to check it out. When you open My
Oracle Support Community, you only see a few options listed in the 'Find a
Community' pane on the left navigation. What do you need to do to access the
complete list of available communities?
Ask your Customer User Administrator (CUA) to change your Community access
Previous
Page 5 of 11
Next Summary
True (*)
False
Correct
Using Support Best Practices for Hardware & Software
(Answer all questions in this section)
27. 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
True (*)
False
Correct
28. The output of Oracle Configuration Manager (OCM) will list out the required firmware
for your Oracle Systems products
True
False (*)
Correct
29. How is this type of collected data valuable to you?
Previous
Page 6 of 11
Next Summary
Correct
32. What is the best definition of a Fully Qualified Service Request?
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
Only Service Requests created by ASR are considered fully qualified
A Service Request logged by your CUA
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 (*)
Correct
Oracle Support Policies
(Answer all questions in this section)
33. 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).
Access oracle.com and review the support PDF and search for support dates (*)
Call your Oracle Sales or Account Representative
Use the Certifications tab and review the support-specific content (*)
All of the answers are correct to some degree; however, the question is asking
for the recommended way. As outlined in the videos, the recommended way is
to use the Certifications tab or access the content on oracle.com and view the
support PDFs for the latest content.
Previous
Page 7 of 11
Next Summary
The sudden transfer, or discharge, of electricity from one object to another. (*)
Damage to system components due to the use of an incorrect power supply
The ability of a part to withstand a static charge without failure.
The failure of an item that would result in failure of the system.
Correct
38. Which of the following is NOT one of the rules for preventing ESD damage?
True
False (*)
Correct
40. The leading cause of semiconductor failure is due to?
Previous
Page 8 of 11
Next Summary
Work surfaces
Clothing
People
All of the above (*)
Correct
43. Standing up can generate up to 1,400 volts.
True (*)
False
Correct
44. What is the difference between a soft failure and a hard failure?
Soft failures are easily detected and rapidly fixed. Hard failures are difficult to
identify and fix.
Soft failures weaken components and is difficult to detect. Hard failures are easy
to identify and trace back to ESD. (*)
Soft failures occurs in the software. Hard failures occurs in the hardware.
Hard failures represent 80% of all failures
Correct
ASR
(Answer all questions in this section)
45. For which of the following event types does ASR create Service Requests?
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Page 9 of 11
Next Summary
Create a My Oracle Support user as the email list. Then, assign this user as the
Contact for the ASR asset.
Use My Oracle Support to enter one or more email lists in the "Distribution Email
List" field for the managed assets. (*)
Open an Oracle Service Request and ask for assistance.
Correct
47. For assets managed by Oracle Service Delivery Partners:What My Oracle Support
Privileges are needed to manage ASR assets? (Activate, Add Contact, etc.)
True
False (*)
Incorrect. The Partner should only promote the Draft Service Request if they
need Oracle Support assistance to resolve the problem.
49. Oracle customers can ony install one ASR Manager per Oracle Support Identifier.
True
False (*)
Incorrect. Customers can install multiple ASR Managers to meet their
organization's needs.
50. For assets managed by Oracle Service Delivery Partners:Who can be a Contact for a
Partner-managed ASR asset?
Previous
Page 10 of 11
Next Summary
True
False (*)
Incorrect. The ASR Manager is one-way -- outbound-only to Oracle.
53. For assets managed by Oracle Service Delivery Partners:Who is responsible for
approving ASR pending activations in My Oracle Support?
(1) Points
Oracle Field Engineer
Customer
Oracle Service Deliver Partner (*)
Correct
54. A pre-requisite for activting ASR for an asset is providing a Contact name in My Oracle
Support. Which Support Identifier privileges are required for the My Oracle Support
user selected as a Contact?
Previous
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Summary
This 54-question assessment test is one of the final components of this Field Delivery Support Consultant guided
learning path. This assessment will allow you to test your knowledge level of the information learned from the
Oracle core services courses. Passing a >80% of this assessment, as well as all other required online assessments
and certification exams from your Field Delivery GLP makes you eligible to become a Field Delivery Support
Consultant.
11. What option(s) are available to filter search results in My Oracle Support? Select all
that apply.
PowerView (*)
Knowledge filter
Browse and Search option
Refinements (*)
Correct
12. PowerView is a type of search that you can use in place of Global Search
True
False (*)
Correct
Correct
14. From within My Oracle Support, select the best description of how to download the
latest firmware patch for Netra Blade X3-2B
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. (*)
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.
Correct
Correct
This 54-question assessment test is one of the final components of this Field Delivery Support Consultant guided
learning path. This assessment will allow you to test your knowledge level of the information learned from the
Oracle core services courses. Passing a >80% of this assessment, as well as all other required online assessments
and certification exams from your Field Delivery GLP makes you eligible to become a Field Delivery Support
Consultant.
16. Regardless of your specific Oracle products, the general process to download patches
in My Oracle Support is the same
True (*)
False
Correct
17. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the most
correct method to do this?
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
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.
Correct
18. I can use Patch Plans and Upgrade Plans without having Oracle Configuration Manager
installed.
True
False (*)
Correct
19. What products can use patch plans? Identify an answer within My Oracle Support with
the best description.
Incorrect
20. What is a typical consequence of posting a product-specific question into the 'Using My
Oracle Support' Community?
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
This 54-question assessment test is one of the final components of this Field Delivery Support Consultant guided
learning path. This assessment will allow you to test your knowledge level of the information learned from the
Oracle core services courses. Passing a >80% of this assessment, as well as all other required online assessments
and certification exams from your Field Delivery GLP makes you eligible to become a Field Delivery Support
Consultant.
ASR
True
False (*)
Correct
Incorrect.
53. For assets managed by Oracle Service Delivery Partners:How can a team be notified
when ASR creates Draft Service Requests?
Create a My Oracle Support user as the email list. Then, assign this user as the
Contact for the ASR asset.
Correct
54. For which of the following event types does ASR create Service Requests?
Incorrect.