11g Support.docx

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 GovernanceMark 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.Mark for Review(1) Points

Lifetime Support Policy

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


Service Requests 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 (*)


News region

Service Request region


Corrrect

Creating Customer Value


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.Mark for Review(1) Points

Traditional support model (*)

Pro-active support model

Predictive support model

None of the above

All of the above

Correct

Oracle's Lifetime Support Policy


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


15.MVSP can be a replacement for supportMark 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


Classic or Standard Community (*)

Open Group Agreements

Mission Critical Community (*)

Closed Group Agreements (*)


18.There are no call restrictions with other members at the TSANet Classic levelMark 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


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.


Oracle Support Basics


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


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


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


27.The Service Request Home Page contains Service Requests, Draft Service Requests and Bug SummaryMark for Review(1) Points

True (*)

False

Corrrect

28.Projects works with Configuration toMark for Review(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


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


31.My Oracle Support Community members have the ability to report any abuse that may be occurring within a discussion or documentMark for Review(1) Points

True (*)

False

Correct

32.Your User Profile in My Oracle Support Community can include an avatarMark for Review(1) Points

True (*)

False

Correct

33.You can set up your user profile in My Oracle Support Community byMark for Review(1) Points


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


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.Mark for Review(1) Points

True (*)

False

Correct

36.In the OWC Toolbar , click on the following to enable Desktop SharingMark 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 yourMark 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


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


41.I can use the Configuration Manager to compare configuration data changes between two datesMark for Review(1) Points

True (*)

False

Correct

42.The Configuration Manager features greatly improve both the reactive and pro-active support capabilityMark 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 couldMark 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


46.To associate your Service Request with a System Configuration, you canMark for Review(1) Points


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


47.Real Time Application Testing is composed ofMark 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 statisticsMark for Review(1) Points

True (*)

False

Correct

49.The preventive and fully transparent database mechanism to ensure plan stability is calledMark for Review(1) Points

SQL Process Mechanism

SQL Plan Management (*)

SQL Procedure Method

SQL Process Management

SQL Procedure Plan


50.The package used for SQL Plan Mangement is DBMS_SQLPLMGTMark for Review(1) Points

True

False (*)


Remote Diagnostics Agents and Database Diagnostic Scripts


51.Remote Diagnostic Agent (RDA) can be used as a pro-active, problem avoidance toolMark for Review(1) Points

True (*)

False

Correct

52.Name the types of Service Requests where RDA is essentialMark for Review(1) Points


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


53.You can expect the following after requesting for a Service Request escalationMark 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 whenMark for Review(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


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 they need than on what they think they want.Mark for Review(1) Points

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


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

Documents

11g Support.docx