General Product Support Assessment (v4.

0)

Review Date: 2017 05 04.

Customer User Administrator and Support Identifiers

(Answer all questions in this section)

1. The Customer User Administrator (CUA) manages access levels for other CUAs (who share Mark for
the same Support Identifier).

Review
(1) Points

True (*)
False

Correct

2. Select the best reason why a Customer User Administrator (CUA) would activate Auto Mark for
Approve for a Support Identifier.

Review
(1) Points

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

It is a recommended best practice to provide generic access to knowledge base and

Community so that End Users can quickly and easily research questions and self-serve
information

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

Review
(1) Points

True
False (*)

They allow you to group assets from DIFFERENT Support Identifiers

4. Who approves End Users and sets their access levels for My Oracle Support? Mark for

Review
(1) Points

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

Correct

5. A Support Identifier (SI) is a numeric value that is assigned when purchasing Hardware or Mark for
Software from Oracle.

Review
(1) Points

True (*)
False

Incorrect

6. It is an Mark for Review

Oracle
recommend
ed best (1) Points
practice to
have
multiple
CUAs for
each
Support
Identifier
(although
you are
allowed to
select only
one per SI).

True (*)
False

Correct

My Oracle Support Introduction

(Answer all questions in this section)

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

Review
(1) Points

True (*)
False

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

Review
(1) Points

True (*)
False

Correct

9. My Oracle Support has pre-set dashboard configuration options based on role. For Mark 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
Review
(1) Points

True
False (*)

Correct

10. You have a Hardware SI and your dashboard is NOT showing the Assets widget. Mark for
What is the first step you should take to resolve this issue?

Review
(1) Points

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
(Answer all questions in this section)

11. You would like to locate content about what changed in the LATEST My Mark for Review
Oracle Support release. Which of the following statements best describes
the steps you would follow?
(1) Points

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

(Choose all correct answers)

Ask your CUA to suggest a layout

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

Correct

13. As a customer, you want to stay informed about ALL UPDATES to content Mark for Review
related to My Oracle Support. Which of the following options is the best
approach?
(1) Points

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

Knowledge Search and Browse

(Answer all questions in this section)

14. A common problem that Users experience in My Oracle Support when Mark for Review
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. (1) Points

True (*)
False

Correct

15. Why would I want to review and update my current settings for Knowledge Mark for Review
Preferences (Settings tab, My Account)?
(1) Points

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

Knowledge Search and Browse

(Answer all questions in this section)

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

(1) Points

True
False (*)

Correct

17. You are looking to install the Oracle E-Business Suite (EBS) product range. Mark for Review
How would you find one document that outlines everything you need to
know?
(1) Points

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 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) (*)
Post a question in the EBS Community asking where you can find a
document with everything you need to know about EBS

Correct

18. What is the best way to find content in My Oracle Support based on Mark for Review
product?
(1) Points

Post a thread in My Oracle Support Community

Global Search bar
Use the 'Search & Browse' feature on the Knowledge tab and product-
based information centers (*)
Check the Certifications tab

Correct

19. What is a Search Assistant? Mark for Review

(1) Points

A new section in the Service Request process

An option you can select under Knowledge Preferences
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

Correct

Product Certifications
(Answer all questions in this section)

20. What is the definition of a certification? Mark for Review

(1) Points

A combination of Oracle and third-party products, operating systems,

or hardware that Oracle has tested and should work together. (*)
A combination of Oracle and third-party products, operating systems,
or hardware that Oracle believes 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 that Oracle has
tested and should work together.

Correct

Product Certifications
(Answer all questions in this section)

21. I am not sure of the exact product name to use in the Certifications tab. Mark for Review
What is the best approach?
(1) Points

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

22. A product is certified for a specific release of an operating system (OS) on Mark for Review
a particular hardware platform. For example, Oracle Database (11.2.0.3.0)
on Oracle Solaris 11 (SPARC)
(1) Points

True (*)
False

Correct

23. Is there any reason to check the Certifications tab on a regular basis if my Mark for Review
company has NOT upgraded any of our products? Select the most correct
answer(s).
(1) Points

(Choose all correct answers)

 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

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

(1) Points

True
False (*)

Correct

Patches and Updates

(Answer all questions in this section)

25. What is a Patch Advisor? Mark for Review

(1) Points

A type of Lifecycle Advisor in My Oracle Support that co-locates

patching information in areas such as Upgrade Advisors and Patching
& Maintenance Advisors (*)
The Patch Advisor is the Readme file included with all Patches that
provide specific install information
A specific patch search in My Oracle Support that only focuses on
patch information
A tool that you can download that will analyze the patches on your
system to confirm you are on the latest patch set
None of the above

Correct
Patches and Updates
(Answer all questions in this section)

26. You have some questions about a recommended patch set for your Mark for Review
products. What is the best practice for you to ask specific questions and
get feedback?
(1) Points

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
Add the 'Recommended Patch Sets' widget to your dashboard
Create a new thread in the appropriate patching community and
discuss with the members of your community. (*)
Log a Service Request
Use Google to find out what recommended patches are available
 Correct

27. I can use Patch Plans and Upgrade Plans without having Oracle Mark for Review
Configuration Manager installed.

(1) Points

True
False (*)

Correct

28. You have a question about the patch you are downloading. Which is the Mark for Review
best option from the following choices?

(1) Points

Log into My Oracle Support Community, locate your product and post
your question
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
Submit a Service Request with your question as the summary

Correct

29. Regardless of your specific Oracle products, the general process to Mark for Review
download patches in My Oracle Support is the same

(1) Points

True (*)
False

Correct

30. From within My Oracle Support, select the best description of how to Mark for Review
download the latest firmware patch for Netra Blade X3-2B
(1) Points

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. (*)
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
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
My Oracle Support Community
(Answer all questions in this section)

31. Which of the following attributes describe the value of My Oracle Support Mark for Review
Community?
 (1) Points

Available to users 7x24x365. You can engage in the global community

at a convenient time in your work day and leverage the shared
experience of peers and subject-matter experts. (*)
Each community is staffed with a special set of Oracle support
engineers who engage exclusively with online questions
Using communities allows you to bypass the standard Service Request
creation process in My Oracle Support and fast-track your issues
None of the above

Correct

32. The same Oracle Support Engineers that resolve technical Service Requests Mark for Review
also participate in My Oracle Support Community to share their knowledge
and expertise as part of this trusted community.
(1) Points

True (*)
False

Correct

33. How can you change your user number to a NAME in My Oracle Support Mark for Review
Community?

(1) Points

Call Oracle Support and log a service request ticket.

Click the drop down arrow next to your name and click Edit Profile.
Click Your Profile and then click Edit next to your user name. (*)
In My Oracle Support - Click the drop down arrow next to your user
name, click My Account and then update the name field
Any of the above.

Correct

34. If you have general questions about My Oracle Support and have not found Mark for Review
answers in the help menu or in the knowledge base, a best practice is to
post your question to 'Using My Oracle Support' Community.
(1) Points

True (*)
False

Correct

35. In what subspaces can you post a Blog or Idea? Mark for Review

(1) Points

No spaces or subspaces
Any spaces or subspaces
Only the subspaces that have the "Activity" Blog or Idea available (*)
This feature is not an option in My Oracle Support Community

Correct
My Oracle Support Community
(Answer all questions in this section)

36. What is the recommended way to post a discussion in the Community? Mark for Review

(1) Points

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

Correct

37. How can you view Subspaces you are following? Mark for Review

(1) Points

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 (*)

Correct

Using Support Best Practices for Hardware & Software

(Answer all questions in this section)

38. How is this type of collected data valuable to you? Mark for Review

(1) Points

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

39. If a customer or partner has a Hardware Support Identifier (SI), what Mark for Review
permissions do general My Oracle Support Users need to view Assets in My
Oracle Support?
(1) Points

None. It is available to all users

 CUA Access level
SR Create & Update
Asset-View access level (*)

Correct

40. You have a planned outage window at the end of the quarter. You can Mark for Review
access features available in My Oracle Support that will enable you to make
decisions about which patches to install
(1) Points

True (*)
False

Correct
Using Support Best Practices for Hardware & Software
(Answer all questions in this section)

41. What is the best definition of a Fully Qualified Service Request? Mark for Review

(1) Points

Only Service Requests created by ASR are considered fully qualified

A Service Request logged by your CUA
A Service Request that provides just a few facts to get Oracle Support
engaged
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 must have attached log files to be Fully Qualified

Correct

42. The output of Oracle Configuration Manager (OCM) will list out the required Mark for Review
firmware for your Oracle Systems products
(1) Points

True
False (*)

Correct

43. From a hardware perspective, what are the benefits of downloading Oracle Mark for Review
Services Tools Bundle and enabling Auto Service Request (ASR)?
(1) Points

Prevent known issues

Automatically log Service Requests
Create a fully qualified Service Request
All of the above (*)
None of the above
 Correct

Create and Manage Service Requests

(Answer all questions in this section)

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

(1) Points

Call Oracle Support

Log a technical support Service Request via My Oracle Support
Search the knowledge base
Post a detailed question thread in a relevant community within My
Oracle Support (*)

Correct

45. Which of the following is the best example of a Service Request Problem Mark for Review
Summary?

(1) Points

Application is slow
Blue screen
MySql - using JDBC eWay is experiencing a connection problem -
ClassName not found (*)
System not working

Correct

Create and Manage Service Requests

(Answer all questions in this section)

46. The following is a common problem that Users encounter when trying to log Mark for Review
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 (1) Points

True (*)
False

Correct

47. What are two key benefits of taking the time to create a Fully Qualified Mark for Review
Service Request?
(1) Points

Special fast-track handling in the Support Queue

Minimum delays
Minimum delays and faster resolution (*)
You can only add attachments to a Fully Qualified Service Request
None of the above
 Correct

48. Which of the following is NOT an acceptable way to send data to Oracle? Mark for Review

(1) Points

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 (*)

Correct

49. If you select Severity 1 for your issue, you will need to provide a Mark for Review
management contact in the workflow, and your identified manager will be
contacted by Oracle Support
(1) Points

True (*)
False

Correct

50. When should Severity 1 be selected? Mark for Review

(1) Points

To get immediate attention to your Service Request

When your business has stopped functioning due to an issue on your
Oracle System, Software, or Application (*)
When your testing system is down
Only when you have requested an Escalation of the issue
All of the above

Correct

Mobile My Oracle Support

(Answer all questions in this section)

51. How do you access Mobile My Oracle Support? Mark for Review

(1) Points

You access it from http://support.oracle.mobi (*)

You have to download the app from the primary portal and load it to
your smart phone
There is a button on My Oracle Support homepage that allows you to
jump to the mobile application
You open a Service Request and ask for special privileges

Correct
 52. You receive a Tweet from Oracle while you are in a meeting. There is some Mark for Review
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. (1) Points

True (*)
False

Correct

53. You are a CUA for your company. You are currently in a three-day Mark for Review
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 (1) Points
allows you to search the knowledge base.

True
False (*)

Correct

54. The Customer User Administrator for my organization is able to utilize Mark for Review
Mobile My Oracle Support to review access requests with just a smart
phone and Internet access.
(1) Points

True (*)
False

Correct

55. The Mobile My Oracle Support application is only available to Users with the Mark for Review
Customer User Administrator (CUA) role
(1) Points

True
False (*)

Correct
Mobile My Oracle Support
(Answer all questions in this section)

56. The two main functions you can accomplish in My Oracle Support Mobile Mark for Review
are to view and update Service Requests and search the knowledge base
(1) Points

True (*)
False

Correct

Oracle Support Policies

(Answer all questions in this section)
57. What items are covered by your Premier Support Policy? Select all that Mark for Review
apply.
(1) Points

(Choose all correct answers)

Access to new functionality included in Oracle Patches and Upgrades

(*)
Access to My Oracle Support Community (*)
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

Correct

58. What is the best approach to resolve the issue of not being able to Mark for Review
download a specific patch for a Product (after the Support Date has
passed).
(1) Points

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

Contact your Oracle Sales representative and purchase Extended
Software support for your product that needs patching (*)
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

Correct

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

(1) Points

(Choose all correct answers)

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

60. What is the recommended way to locate content about the End Date of Mark for Review
support for a product? Select all that apply.

(1) Points

(Choose all correct answers)

Call your Oracle Sales or Account Representative

Log a Service Request and request information about support dates
Use the Certifications tab and review the support-specific content (*)
 Access oracle.com and review the support PDF and search for support
dates (*)

Correct

OCVS Overview
(Answer all questions in this section)

61. OCVS can be used as a replacement for support Mark for

Review
(1) Points

True
False (*)

Correct

62. By participating in OCVS as either a TSANet or OPN member vendors are required to enter Mark for
into time consuming or costly support or legal agreements.

Review
(1) Points

True
False (*)

Correct

63. Which of the following statements are Partner requirements for participation in Oracle Mark for
Collaborative Vendor Support (OCVS)?

Review
(1) Points

(Choose all correct answers)

Partner must be a current OPN member in good standing. (*)

Partner must apply and received confirmation of acceptance for use of the OCVS
benefit. (*)
Partner must be accepted into all Product Focus Areas in order to participate in the
OCVS.
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. (*)

Correct

64. A "Mutual Customer" under Oracle Collaborative Vendor Support (OCVS) must have an Mark for
active support contract with BOTH Oracle and a participating Partner.

Review
(1) Points

True (*)
False
 Correct

65. Which of the following are support challenges at multiple vendor computing environments? Mark for

Review
(1) Points

none of the above

Prohibitive Training Demands for technical analysts <br><br>
Expanding call Resolution Times
Complexity of MVS environments
Rising Multi-Vendor Support Activity
All of the above (*)

Correct