General Assesment Ver 4.0

My Oracle Support Introduction

(Answer all questions in this section)

1. 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.

Mark for

Review (1) Points

(Choose all correct answers)

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 (*)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 defaultAdd as many widgets as you can to the dashboard to maximize what you see when you loginAsk your CUA to suggest a layout

This is a key benefit of the My Oracle Support interface. Take the time to organize the content exactly the way you want to see it and use it. Make it work for you.

2. 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?

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Review (1) Points

Follow @myoraclesupport on Twitter

Log a non-technical support Service Request and have the Oracle Support team tell you what is newView the User Resource Center on your dashboard to see the latest content (mark it as a favorite) (*)Subscribe to Hot Topics E-Mail > Articles and Information > Add Search for My Oracle Support (product), select "Knowledge Articles" and Apply your changes.None of the above

Correct

3. 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?

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Review (1) Points

Call Oracle and log a Service Request to ask what changes have been made.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.

Post a question in the 'Using My Oracle Support Community' asking what changes have been made in the last release

Correct

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

Review (1) Points

True (*)

False

Correct

5. 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

Mark for

Review (1) Points

True

False (*)

There are no user type dashboard customizations that you can select. My Oracle Support allows you to select from many widgets to create a dashboard that works uniquely for your role and interests. It is fast and easy to change it any time you want.

My Oracle Support Introduction


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

Review (1) Points

True (*)

False

Incorrect

7. 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?

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Review (1) Points

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 dashboardNone of the above

Correct

Knowledge Search and Browse


8. 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.

Mark for

Review (1) Points

True (*)

False

Correct

9. 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 right information due to the large volume of content returned with this approach.

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Review (1) Points

True (*)

False

Incorrect

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

Review (1) Points

True (*)

False

Correct

Knowledge Search and Browse


11. What is a Search Helper? Mark for

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A new section in the Service Request process

An option you can select under Knowledge Preferences

Voice-activated help feature that you can turn on in My Oracle SupportSome products have created search helpers which allow you to identify where a product issue is occurring and then recommend documents based on your selection (*)

Incorrect

12. What is Advanced Search? Mark for

Review (1) Points

Advanced Search allows you to refine a number of variables to significantly improve your results. Search on words or phrases using an "AND' in the search query and identify the sources. (*)It refers to the Refine Search window on the Knowledge tab

A type of PowerView filter that you can set

Another name for the Global Search region

Correct

13. I would access 'Refine Search" on the Service Requests tab to further refine and improve my search Mark for

Review (1) Points

True

False (*)

The 'Refine Search' functionality is located on the Knowledge tab

Patches and Updates


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

Review (1) Points

True (*)

False

Correct

15. 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.

Mark for

Review (1) Points

True (*)

False

Correct

Patches and Updates


16. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the most correct method to do this? Mark for

Review (1) Points

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.Select Patches and Updates Tab > Advanced Search > Search for JD Edwards EnterpriseOne > Release is 9.1 and select searchLog a Service Request with Oracle Support and ask for the Support Engineer to send me the required patches.Select Patches and Updates Tab > Quick Links JD Edwards > search for JD Edwards EnterpriseOne > Release is 9.1, agree to license and select search (*)

Incorrect

17. From within My Oracle Support, select the best description of how to download the latest firmware patch for Netra Blade X3-2B Mark for

Review (1) Points

From the My Oracle Support Community – Post a question to ask for the link to download the latest firmware patch for Netra Blade X3-2BLog 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 patchPatches 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. (*)

Correct

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

Review (1) Points

True

False (*)

Incorrect

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

Review

(1) Points

Submit a Service Request with your question as the summary

Call Oracle Support and ask a Support Engineer

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 (*)Log into My Oracle Support Community, locate your product and post your question

You can log into My Oracle Support Community; however, if you are on the patching tab and are in the process of downloading, then the best option is to trigger the request to the community from the 'start a discussion' feature.

My Oracle Support Community


20. 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.

Mark for

Review (1) Points

True (*)

False

Incorrect



21. 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.

Mark for

Review (1) Points

True (*)

False

Correct

22. Which of the following attributes describe the value of My Oracle Support Community? Mark for

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Available to users 7x24x365. You can always engage in the global community at a convenient time in your work dayEach community is staffed with a special set of Oracle support engineers who engage exclusively with online questionsLeverage the shared experience of your peers and subject-matter experts to quickly expand your knowledge and awarenessUsing communities allows you to bypass the standard Service Request creation process in My Oracle Support and fast-track your issuesBoth 1 and 3 (*)

Correct

23. 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?

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Review (1) Points

Ask your Customer User Administrator (CUA) to change your Community access settings under My AccountWhat you see is being filtered by your subscriptions. Click the 'Subscriptions On' button on the menu bar to turn off subscriptions (remove content filters within Communities). You should immediately see the list of options appear. (*)Go back into the My Oracle Support dashboard and select My Oracle Support Community again to refresh the view.Log a non-technical Service Request

None of the above

Incorrect

24. 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.

Mark for

Review (1) Points

True (*)

False

Correct

25. What is a typical consequence of posting a product-specific question into the 'Using My Oracle Support' Community? Mark for

Review (1) Points

A moderator for the community will directly email you to request that you remove this questionThe question will trigger an automatic email that alerts you to ask the question in a different communityThe 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

Correc



26. 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?

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Review (1) Points

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 it’s 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.

Using Support Best Practices for Hardware & Software


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

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Review (1) Points

Prevent known issues

Automatically log Service Requests

Create a fully qualified Service Request

All of the above (*)

None of the above

Correct

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

Review (1) Points

True

False (*)

False, as OCM is for Oracle Software

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

Review (1) Points

Monitor changes and review health checks

Use the Upgrade Planner

Create fully qualified Service Requests

View Reports


Correct

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

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

A Service Request logged by your CUA

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 (*)

A Service Request must have attached log files to be Fully Qualified

Correct

dddddddddddddddddddddddddddddddUsing Support Best Practices for Hardware & Software


31. You can view Health Recommendations in My Oracle Support before you enable a collection mechanism. Mark for

Review (1) Points

True

False (*)

The analysis runs against the configuration data captured by the collector

32. How can collected data help you when you create a Fully Qualified Service Request? Mark for

Review (1) Points

It provides details on the last 5 service requests you logged in case you want to review them

You can view configuration changes by comparing system configuration between two points. This data is valuable to answer the question "has anything changed on your system" as it relates to the presenting problem (*)

There is no specific impact from this type of data collection. It is just information to help you with planning

It identifies upcoming configuration changes that you can share with the Support Engineer

Incorrect

Oracle Support Policies


33. What items are covered by your Premier Support Policy? Select all that apply. Mark for

Review (1) Points


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

Access to Oracle Product knowledge and Oracle Product bug fixes (*)

Access to new functionality included in Oracle Patches and Upgrades (*)

Access to My Oracle Support Community (*)

Correct

34. 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).

Mark for

Review (1) Points

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

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

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

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

Review (1) Points


Access oracle.com and review the support PDF and search for support dates (*)

Log a Service Request and request information about support dates

Use the Certifications tab and review the support-specific content (*)

Call your Oracle Sales or Account Representative

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.

Oracle Support Policies


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

Review (1) Points


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

All of the answers are possible options to stay informed about the Oracle Technical Support Policies; however, the best methods are 1 and 3.

ESD


37. Which items generate static electricity? Mark for

Review (1) Points

Work surfaces

Clothing

People


Correct

38. Low humidity environments reduce the voltage generated from friction and moving, Mark for

Review (1) Points

True

False (*)

Correct

39. The leading cause of semiconductor failure is due to? Mark for

Review (1) Points

Electrostatic discharge (*)

The increased use of 45nm technology in manufacturing semiconductors

Damage during shipments

Incorrect power supply used with the system

Correct

40. Standing up can generate up to 1,400 volts. Mark for

Review (1) Points

True (*)

False

Correct

ESD


41. What is the difference between a soft failure and a hard failure? Mark for

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Soft failures occurs in the software. Hard failures occurs in the hardware.

Hard failures represent 80% of all failures

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. (*)

Incorrect. Refer to the ESD Prevention training for more information.

42. Which of the following descriptions best defines ESD? Mark for

Review (1) Points

The sudden transfer, or discharge, of electricity from one object to another. (*)

The failure of an item that would result in failure of the system.

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.


43. Why are ESD "soft failures" the most serious type of failures? Mark for

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The damage is immediate and easily detected

They represent 40% of all failures

The damage is not immediately noticed or detected (*)

They represent 60% of failures

Correct

44. Which of the following is NOT one of the rules for preventing ESD damage? Mark for

Review (1) Points

Store and transport ESD-sensitive items in static-shielding containers

Make sure your grounding straps are not in contact with your skin. (*)

Handle electronic components only when you are properly grounded

Keep items away from electronic components


ASR


45. For assets managed by Oracle Service Delivery Partners:True or False: After receiving an ASR notification email that indicates that a draft Service Request has been created, the Partner must immediately use My Oracle Support to promote the Draft Service Request to a Technical Service Request.

Mark for

Review (1) Points

True

False (*)

Incorrect. The Partner should only promote the Draft Service Request if they need Oracle Support assistance to resolve the problem.

ASR


46. Which of the follow data does ASR send to Oracle? Mark for

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hostname (*)

serial number (*)

fault event code (*)

IP address

Incorrect.

47. For assets managed by Oracle Service Delivery Partners:What My Oracle Support Privileges are needed to manage ASR assets? (Activate, Add Contact, etc.)

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Create Service Request privilege on the end-customer Support Identifer

Administrator privilege on the Partner Support Identifier (*)

View Asset privilege on the end-customer Support Identifier

Correct

48. For assets managed by Oracle Service Delivery Partners:Who is responsible for approving ASR pending activations in My Oracle Support?

Mark for

Review (1) Points

Customer

Oracle Service Deliver Partner (*)

Oracle Field Engineer

Correct

49. Oracle customers can ony install one ASR Manager per Oracle Support Identifier. Mark for

Review (1) Points

True

False (*)

Incorrect. Customers can install multiple ASR Managers to meet their organization's needs.

50. 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?

Mark for

Review (1) Points


View Asset (*)

Administrator

Create Service Request (*)

Incorrect.

ASR


51. For assets managed by Oracle Service Delivery Partners:Who can be a Contact for a Partner-managed ASR asset? Mark for

Review (1) Points

Oracle Field Engineer

My Oracle Support user with Create Service Request privilege on the end-customer Support IdentifierMy Oracle Support user with "Create Service Request" and "View Asset" privileges on the Partner Support Identifer (*)

Correct

52. For which of the following event types does ASR create Service Requests? Mark for

Review (1) Points


OS crash

File system full

Firmware needs to be updated

Power supply faults (*)

Fan failures (*)

Incorrect.

53. ASR is available at no additional cost to Oracle Premier Support for Systems and Hardware Warranty plans Mark for

Review (1) Points

True (*)

False

Correct

54. For assets managed by Oracle Service Delivery Partners:What kind of Service Request does ASR create when faults are detected on Partner-managed ASR Assets?

Mark for

Review (1) Points

Draft Service Request (*)

Technical Service Request

On-Demand Service Request

Incorrect.

Documents

General Assesment Ver 4.0