1.

It is an Oracle recommended best practice to have multiple CUAs for each

Support Identifier (although you are allowed to select only one per SI).


2. Who approves End Users and sets their access levels for My Oracle
Support?
Oracle Support
Your Organization
Your Customer User Administrator
None of the above
You do not need approval for access
3.

As

a customer or partner, how would you locate a Support Identifier?

Log a Service Request
Log a non-technical Service Request
Post a question in the Using My Oracle Support Community
Ask a colleague on your team who might be using the SI you want

4. Support Identifier groups allow you to group assets and products from the
same Support Identifiers into virtual groups (or containers).


5. Select the best reason why a Customer User Administrator (CUA) would
activate Auto Approve for a Support Identifier.
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
6. How would the Customer User Administrator (CUA) turn on the Service
Request Details in the email option for a Support Identifier?

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

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?

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

8. The number of tabs you see in My Oracle Support depends on the Support
Identifiers associated with your account.

9. 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?
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

Search for 'Release Notes' in the Global Search and go through the
different results.

Access the My Oracle Support Resource Center and view the

Release Notes
10. My CUA is my first point of contact for any access issues I experience with
My Oracle Support

11. 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

12. 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?

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

13. 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.

()
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
Ask your CUA to suggest a layout
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

Reduce wasted time and frustration by organizing your dashboard
to match your job role and product

14. Why would I want to review and update my current settings for Knowledge
Preferences (Settings tab, My Account)?

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

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.

16. PowerView is a type of search that you can use in place of Global Search

17. Any time you type a search into the Global Search bar (on any tab), the
results are provided on the Knowledge tab

18. What is a Search Assistant?

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

An option you can select under Knowledge Preferences

A new section in the Service Request process

Voice-activated help feature that you can turn on in My Oracle

Support
19. What is the best way to find content in My Oracle Support based on
product?

Use the 'Search & Browse' feature on the Knowledge tab and
product-based information centers

Check the Certifications tab

Global Search bar

Post a thread in My Oracle Support Community

20. 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).

()
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)

21. I am not sure of the exact product name to use in the Certifications tab.
What is the best approach?

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

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)

23. The Certifications tab in My Oracle Support is able to directly answer all of
your certification questions in a single location.

24. What is the definition of a certification?

A combination of Oracle and third-party products that Oracle has

tested and should work together.

A testing matrix that Oracle provides via the Certifications tab

that allows you to compare combinations of Oracle and third-party
products

A combination of Oracle and third-party products, operating

systems, or hardware that Oracle believes should work together

A combination of Oracle and third-party products, operating

systems, or hardware that Oracle has tested and should work
together.
Patches and Updates

25. What products can use patch plans? Identify an answer within My Oracle
Support with the best description.

All Oracle Products

Database, Fusion Applications, Fusion Middleware and Cloud

Only products which have collector installed and configuration is

being sent to Oracle

Database, Fusion Middleware, and Enterprise Manager
You set this preference in My Account to identify patch plans you
want to use

26. 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 X32B 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 X32B

Patches and Updates > Advanced Search > Enter Netra Blade X32B > Select Release > Add a filter line Add Description is Firmware
and view and download the results.

Log a Service Request in My Oracle Support and ask for a link to

the patch to download it.
27. 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?

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

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.
Log a Service Request
Add the 'Recommended Patch Sets' widget to your dashboard

28. What are the best ways to download a patch? Please select all answers
that apply.
()

From My Patch Search Results > click patch number > Download

A user cannot directly download a patch from this site

Search the knowledge base for an article on patching for your
product and click the download links
From my Patch Search Results > mouse-over the line (not patch
number) and select the download option
Open a Service Request to ask Oracle Support to download the
patch from this site

29. Regardless of your specific Oracle products, the general process to

download patches in My Oracle Support is the same

30. I can use Patch Plans and Upgrade Plans without having Oracle
Configuration Manager installed.

31. 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?

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

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

This feature is not an option in My Oracle Support Community

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

No spaces or subspaces
Any spaces or subspaces

33. 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.

34. When should you mark an answer Correct?

You can't mark answers correct

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

with what is being recommended

Don't mark answers correct until you see what other users have to
say

When the answer is the answer you expect to see

35. The same Oracle Support Engineers that resolve technical Service
Requests also participate in My Oracle Support Community to share their
knowledge and expertise as part of this trusted community.

36. How can you view Subspaces you are following?

My profile > More > Places

In the region "Spaces I am following"

In Activity > Content Streams, I can view places that I am

following

All of the above

37. What is the recommended way to post a discussion in the Community?

Navigate to the subspace first. Then, type your question in the

ASK IT box at the top and the Create a Discussion process is triggered.

Use the create discussion option from the banner, enter your
question and post it to the Using My Oracle Support Community

Navigate to the subspace. From Activity, click on start a

discussion.
Any of the above
None of the above

38. For the supported products, what are the benefits of installing and using
Oracle Configuration Manager (OCM)?

Monitor changes and review health checks

Use the Upgrade Planner

Create fully qualified Service Requests

View Reports

All of the above

39. 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

40. What is the best definition of a Fully Qualified Service Request?

A Service Request must have attached log files to be Fully

Qualified

A Service Request logged by your CUA

A Service Request that provides just a few facts to get Oracle

Support engaged

Only Service Requests created by ASR are considered fully

qualified

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
41. From a hardware perspective, what are the benefits of downloading Oracle
Services Tools Bundle and enabling Auto Service Request (ASR)?

Prevent known issues

Automatically log Service Requests

Create a fully qualified Service Request

All of the above

None of the above

42. 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

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

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

44. 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

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

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

46. 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?

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

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

48. 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

49. What is the best process to follow when you have a question for Oracle
Support?

Call Oracle Support

Post a detailed question thread in a relevant community within My

Oracle Support

Search the knowledge base

Log a technical support Service Request via My Oracle Support

50. Which of the following is NOT an acceptable way to send data to Oracle?

Upload the relevant files when creating the SR

Upload files to Oracle using sftp with SR number as part of the file
name
Upload Hardware related files using supportfiles.oracle.com

Send an email to Support Engineer's personal email address with

support data
51. What is the best description of Mobile My Oracle Support?

A new type of My Oracle Support Community intended for users

who want to review threads with their mobile device

A version of My Oracle Support that you can download to run on

your desktop

My Oracle Support web-based application optimized for mobile

devices

A new messaging system that emails you SR updates via your

smart phone

None of the above

52. How do you access Mobile My Oracle Support?

There is a button on My Oracle Support homepage that allows you

to jump to the mobile application

You access it from http://support.oracle.mobi

You open a Service Request and ask for special privileges

You have to download the app from the primary portal and load it
to your smart phone

53. You are a CUA for your company. You are currently in a three-day
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.

54. The two main functions you can accomplish in My Oracle Support Mobile
are to view and update Service Requests and search the knowledge base

55. 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.

56. The Mobile My Oracle Support application is only available to Users with
the Customer User Administrator (CUA) role

57. What is the recommended way to locate content about the End Date of

support for a product? Select all that apply.

()

Log a Service Request and request information about support

dates
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

58. What items are covered by your Premier Support Policy? Select all that
apply.
()

Access to My Oracle Support Community

Access to new functionality included in Oracle Patches and
Upgrades
Access to Oracle Product knowledge and Oracle Product bug fixes
Access to Oracle Support Engineers to de-code customized code
and undertake script development
Access to Oracle Engineers to perform mapping business
requirements to product functionality

59. What are the best methods to stay informed about the latest information
on Oracle Technical Support policies?

()
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

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).

Log a Service Request and ask Oracle to send it to you

Contact your Oracle Sales representative and purchase Extended

Software support for your product that needs patching

Contact your Oracle Sales representative and ask them to call

Oracle Support and send you the patch

Google to see if the patch is available somewhere on the Internet

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

Enables practices that align with many industry support

certifications.

Provides a consistent, collaborative support process by which to

engage with Oracle Support.

Reduces costs by not having to create and maintain traditional

cooperative support agreements.

Reduces training commitment by not having to pursue in-depth

training on Oracle products you do not support.

Provides a consistent support process for all of a Partner's support
needs, regardless of a Mutual Customer's involvement.

62. 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.

63. OCVS can be used as a replacement for support

64. Which of the following are support challenges at multiple vendor

computing environments?

Rising Multi-Vendor Support Activity

Prohibitive Training Demands for technical analysts <br><br>

Complexity of MVS environments

All of the above
none of the above
Expanding call Resolution Times

65. Which of the following statements are Partner requirements for

participation in Oracle Collaborative Vendor Support (OCVS)?
()

Partner must be accepted into all Product Focus Areas in order to

participate in the OCVS.

Partner must apply and received confirmation of acceptance for

use of the OCVS benefit.

Partner must have a published profile in OPN Solutions Catalog.

Partner must be trained on all Oracle products they wish to

engage with Oracle Support through the OCVS.
Partner must be a current OPN member in good standing.