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Review your answers, feedback, and question scores below.
An asterisk (*) indicates a correct

answer.
This 50-question assessment test is the final component of the Oracle Help Desk for Sun ZFS
Storage Appliance Support Consultant guided learning path. This assessment will allow you to
test your knowledge level of the information learned from the Sun ZFS Storage Appliance
Support courses. Passing at >80% on this assessment makes you eligible to become an Oracle
Support Consultant for this subject matter.
Creating Customer Value

(Answer all questions in this section)
1.The Inventory and Usage region is available even for those who are
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not using the Configuration Manager. (1) Points
True
False (*)
Incorrect, refer to the Creating Customer Value training for more

information
2.This a a resource available in oracle.com that provides full list of

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services, which presents to customers the complete portfolio of Oracle (1) Points
Customer Services making it easier to find the right services based on
their solution lifecycle needs.
Lifetime Support Policy

Newsletters
Transfer of Information (TOI)
Sustaining Support
Customer Services Catalog (*)
Corrrect
3.To customize the Regions on the Main Dashboard you can drag-and-
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drop those you want included and rearrange them according to how
(1) Points
you want them to show up.
True (*)
False
Correct
4.It is an integrated, multichannel, online collaboration portal that
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leverages the latest Web 2.0 technologies to provide real-time access (1) Points
to Oracles knowledge repository. It is a venue where customers
exchange knowledge with an extensive network of peers and Oracle
experts.
Maintenance Wizard
DB Upgrade companion
Configuration manager
My Oracle Support Community (*)
Support Diagnostics Tools
Incorrect, refer to the Creating Customer Value training for more

information
5.The My Oracle Support framework was created using FLEX

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Technology from Adobe. Using the Flash viewer allowed the (1) Points
flexibility to design a system that is very user friendly.
True (*)
False
Correct
Page 1 of 10
Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct
answer.

6. This stage of Life time Support provides maintenance and support of

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Oracle database, middleware, and application products for 5 years (1) Points
from their general availability date.
Premier Support (*)
Extended support
Sustaining Support
None of the above
Incorrect, refer to the Creating Customer Value training for

more information
7. This online assessment tool is designed to share Global Software

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Support good practices across 5 domains - Strategy, Process, People, (1) Points
Technology and Governance with the goal to help customers get
maximum value from their Oracle investments

Customer Success Self-Assessment (*)
Customer Services Catalog
Sustaining Support
Newsletters
Corrrect
8. This resource brings you news, technical content, and technical

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updates from the various Oracle Support teams. They are created for
(1) Points
the purpose of enhancing your service experience with Oracle
Support by proactively providing you with valuable information.
Sustaining Support
Newsletters (*)
Customer Services Catalog
Corrrect
9. This stage of Life time Support provides provides you with an extra
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three years of support for specific Oracle release for an additional (1) Points
fee.

Premier Support
Extended support (*)
Sustaining Support
None of the above
Corrrect
10.True or False. Browse knowledge allows users to navigate through

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the product hierarchy to specific folders of content in order to
(1) Points
eliminate noisy results generated from generic queries against the
entire knowledge base. Searching the knowledge base using the
browser feature is a support best practice and is the best way to
access product specific information.
False
True (*)
Corrrect
Page 2 of 10
answer.

11.List all benefits of using My Oracle Support.

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(1) Points
(Choose all correct answers)
Provides you access to the My Oracle Support Community,

where you can participate in discussions, and exchange
knowledge with an extensive network of peers and Oracle
experts. (*)
It is the single point-of-entry for all interactions with Oracle
Support (*)
Answers 1,2 & 3 only
It is an easy to navigate, web-based portal that provides
personalized, proactive, and collaborative support. (*)
It is Oracle's next generation support platform. (*)
Corrrect
Oracle's Lifetime Support Policy

12.Lifetime Support supports you at Every Stage of the Applications

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Life Cycle
(1) Points
True (*)
False
Corrrect
13.Extended Support is provided for an how many additional years after

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Premier Support ends?
(1) Points
3 years (*)
5 years
No limit
1 Year
8 Years
Incorrect. Refer to the Lifetime Support training for more

information.
14.Certifications with most New Third Party Products/Versions are

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covered under which level(s) of support?
(1) Points
Premier Support (*)

Extended Support
Sustaining Support
Premier & Extended Support
None of the Above
Corrrect
MVSP Overview
15.how many MVSP components?

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(1) Points
2 (*)
1
Correct
Page 3 of 10
answer.
MVSP Overview
16.Which of the following is the support challenges at the multiple

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vendor computing environment? (1) Points
Complexity of MVS environments

Rising Multi-Vendor Support Activity
Expanding call Resolution Times
Prohibitive Training Demands for technical analysts
none of the above (*)
All of the above
Incorrect. Refer to the Multi-Vendor Support Program

Overview training for more information.
17.Which of the following statements reflect the value proposition to
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our Mutual Customers as a result of the Multi-Vendor Support (1) Points
Program (MVSP)?
Increases the time to implementation for multi-vendor solutions.

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

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(1) Points
Mission Critical Community (*)

Classic or Standard Community (*)
Closed Group Agreements (*)
Open Group Agreements
Incorrect. Refer to the Multi-Vendor Support Program

Overview training for more information.
19.Which of the following statements are Partner requirements for

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participation in the Multi-Vendor Support Program (MVSP)? (1) Points
Partner must have a published profile in OPN Solutions Catalog.

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

20.Which of the following does not apply to Oracle Collaborative

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Support? (1) Points
Used by Support Engineers for problem verification

Used by Support Engineers to demonstrate functionality (*)
Accessed via My Oracle Support
Used by Support Engineers for real time viewing of error
messages and log and trace files
Correct
Page 4 of 10
answer.

21.When should a SR severity be changed?

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(1) Points
When escalating a SR
As soon as the SR is opened
Never
When the impact on the business changes (*)
Correct
22.How do you report a bug to Oracle Development

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(1) Points
Contact Oracle Support and they will raise a bug with

Development if appropriate (*)
Contact Development direct
Contact Oracle Support and they will give you a number for
Development
Contact Development via Oracle Partner Manager
Incorrect, refer to the Oracle Support Basics training for more

information
23.Which of the following is not the responsibility of a Support

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Engineer?
(1) Points
Respond to new incoming SRs

Provide resolutions or workarounds
Educate customers on how to use the products (*)
Contribute to the knowledge base content

information
24.What is the most effective way to escalate a SR?

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(1) Points
Update My Oracle Support

Via your Oracle Account Manager
Call into Support
Update SR in My Oracle Support and then call into Support (*)

information
25.To request Severity 1 Support what should you have in place?

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(1) Points
SR Escalation
Ability to provide remote access via OCS
24x7 availability to work with Support (*)
Oracle Consultant onsite
Correct
Page 5 of 10
answer.

26.What does escalating a SR mean?

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(1) Points
Increasing the severity

Bringing Support management attention to the problem (*)
Referring to your Oracle Account Manager
Arranging on-site assistance

information
27.What can you expect following an escalation request?

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(1) Points
Support Engineer passes SR to another engineer

24x7 working until problem resolved
Oracle Support manager telephones you to discuss your problem
and agree to an action plan (*)
Oracle Consultant onsite within 24 hours
information
28.If you wish to escalate further up the Oracle Management chain what
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must you have in place? (1) Points
Escalation contacts further up your internal organisation (*)

Authorisation from your Oracle Account Manager
OCS session arranged
An additional business case
Correct
My Oracle Support
29.When creating a new Service Request, you can autofill your request
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using
(1) Points
System Configuration (*)

Project Information
Service Request Profile (*)
Default SR Profile
Existing Service Request (*)
Corrrect
30.How many filters can you add using PowerView

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(1) Points
None
As many as you need (*)
1
10
5
Corrrect
Page 6 of 10
answer.
My Oracle Support
31.If the Patch Recommendation region is enclosed in an orange box

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and displays Sample, this means that (1) Points
You did not properly set up your region to display Patch

Recommendations
Your CUA did not give you privilege to view Patch
Recommendations
Your profile does not include a CSI with configuration data
collected/uploaded by collectors (*)
There are no recommended patches you need to install into your
environment
None of the Above
Corrrect
32.Projects works with Configuration to

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(1) Points
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

33.Collaborative Support is the ability to rapidly resolve service

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incidents in customer environments through a collaborative (1) Points
resolution model (commonly known as a Community).
True (*)
False
Incorrect. Refer to the My Oracle Support Community training

for more information.
34.In the Rewards and Recognition Program of the My Oracle Support

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Community, the User Reputation Model calculates points based on
(1) Points
member participation, document contribution, as well as customer
and partner feedback.
True (*)
False
Correct
35.The Main Community Home Page contains links to new member

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orientation resources, recorded trainings, FAQs, and a variety of (1) Points
other helpful resources for those of you just starting out in the
communities.
True (*)
False
Correct
Page 7 of 10
answer.
My Oracle Support Community

36.This is the region where the message from an Oracle Executive is

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often highlighted. (1) Points
The Getting started region

The News and Announements region
The Tags region
The Spotlight region (*)
The Recent content region
Correct
37.This is the region where the Community Members can follow as

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their rank grows through their continued community participation. (1) Points
The News and Announements region

The Getting started region
The Recent content region
The Tags region
The Rank region (*)
Incorrect. Refer to the My Oracle Support Community training

for more information.
38.The main idea behind the My Oracle Support Community is to

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connect people and to develop information. Oracle does this by using
(1) Points
tools such as discussion forums, document exchange, tagging,
searching, and messaging.
True (*)
False
Correct
Oracle Collaborative Support Program
39.If you encounter issues in installing Oracle Web Conference Console

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, you should (1) Points
Try using a different browser

Troubleshoot using New User Test (*)
Contact Oracle Support Hotline
Contact your Network administrator
None of the above
Correct
40.Oracle Collaborative Support uses industry standard Secure Socket

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Layer, or SSL, with 128-bit encryption for transmitting encyrpted (1) Points
data securely.
True (*)
False
Incorrect. Refer to the Collaborative Support Program Overview

training for more information.
Page 8 of 10
answer.
Oracle Collaborative Support Program

41.To join a web conference , while , the Conference ID is the same as
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the SR# , the Conference Key is your (1) Points
Partner ID
Email Address
CSI ( Customer Support Identifier) (*)
First name of the Employee joining OWC
None of the above
Incorrect. Refer to the Collaborative Support Program Overview

training for more information.
How to Escalate a Service Request within Oracle Support

42.You can expect the following after requesting for a Service Request
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escalation (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
43.You should consider escalating an SR when

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(1) Points
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

44.Benefits of Customer Soft-Skills training program will enable

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partners to: (1) Points
Better understand customer expectations (*)

Become recognized part of a high performing organization (*)
Achieve industry leadership (*)
Create a supreme ownership experience to their end customers
(*)
Help to develop and improve skills communications (*)
Incorrect. Refer to the Customer Service Soft-skills Training

Best Practices training for more information.
45.A great deal of customer escalations can be prevented by awareness

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of customer on knowing what to expect. .
(1) Points
True (*)
False
Correct
Page 9 of 10
answer.
Customer Service Soft-skills Training Best Practices

46.What are softskills? Soft Skills let your customers know: (Select all
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that applies). (1) Points
They are important (*)

As a service provider are knowledgeable (*)
We are a staff of professional and solution focused (*)
We are setting clear expectations with customers (*)
None of the above

47.Mastering and achieving great customer service and communication

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skills with your customers will build Customer Loyalty (1) Points
True (*)
False
Correct
48.What the customers want? Customers want and expect the following
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from Oracle and its partners. Select all that applies. (1) Points
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
49.Understand the difference between what your customers want and

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what your customers need helps provide positive customer (1) Points
experience. Providing targeted information and advice they can use
them to focus more on what they need than on what they think they
want.
True (*)
False
Correct
50.It is good communication practice to train staff to shield customers

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from internal issues maintain professionalism and confidence when
(1) Points
in front of customer if internal roadblocks are encountered.
True (*)
False

Page 10 of 10

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Review your answers, feedback, and question scores below.

An asterisk (*) indicates a correct

Creating Customer Value

Incorrect, refer to the Creating Customer Value training for more

2.This a a resource available in oracle.com that provides full list of

Lifetime Support Policy

Incorrect, refer to the Creating Customer Value training for more

5.The My Oracle Support framework was created using FLEX

Creating Customer Value

6. This stage of Life time Support provides maintenance and support of

Incorrect, refer to the Creating Customer Value training for

7. This online assessment tool is designed to share Global Software

Transfer of Information (TOI)

8. This resource brings you news, technical content, and technical

Lifetime Support Policy

10.True or False. Browse knowledge allows users to navigate through

Creating Customer Value

11.List all benefits of using My Oracle Support.

(Choose all correct answers)

Provides you access to the My Oracle Support Community,

Oracle's Lifetime Support Policy

12.Lifetime Support supports you at Every Stage of the Applications

13.Extended Support is provided for an how many additional years after

Incorrect. Refer to the Lifetime Support training for more

14.Certifications with most New Third Party Products/Versions are

Premier Support (*)

15.how many MVSP components?

16.Which of the following is the support challenges at the multiple

Complexity of MVS environments

Incorrect. Refer to the Multi-Vendor Support Program

(Choose all correct answers)

Increases the time to implementation for multi-vendor solutions.

18.which are TSANet relationship levels?

(Choose all correct answers)

Mission Critical Community (*)

Incorrect. Refer to the Multi-Vendor Support Program

19.Which of the following statements are Partner requirements for

(Choose all correct answers)

Partner must have a published profile in OPN Solutions Catalog.

Oracle Support Basics

20.Which of the following does not apply to Oracle Collaborative

Used by Support Engineers for problem verification

Oracle Support Basics

21.When should a SR severity be changed?

22.How do you report a bug to Oracle Development

Contact Oracle Support and they will raise a bug with

Incorrect, refer to the Oracle Support Basics training for more

23.Which of the following is not the responsibility of a Support

Respond to new incoming SRs

Incorrect, refer to the Oracle Support Basics training for more

24.What is the most effective way to escalate a SR?

Update My Oracle Support

Incorrect, refer to the Oracle Support Basics training for more

25.To request Severity 1 Support what should you have in place?

Oracle Support Basics

26.What does escalating a SR mean?

Increasing the severity

Incorrect, refer to the Oracle Support Basics training for more

27.What can you expect following an escalation request?

Support Engineer passes SR to another engineer

Escalation contacts further up your internal organisation (*)

(Choose all correct answers)

System Configuration (*)

30.How many filters can you add using PowerView