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Top of Form
1454274956527

1444921238

This 68-question assessment test is one of the final components of this Help Desk Support C

My Oracle Support Introduction

(Bu blmdeki tm sorular yantlayn)

1 You would like to locate content about what

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. changed in the LATEST My Oracle Support release.
Which of the following statements best describes
aretle
the steps you would follow?
(1) Puan

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 (*)
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

2 My CUA is my first point of contact for any access

. issues I experience with My Oracle Support

Gr Bildirmek zere
aretle
(1) Puan

Doru (*)
Yanl

Correct

3 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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aretle
(1) Puan

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 dashboard
None of the above

Correct

4 As a user of My Oracle Support, you want to get the

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. most value from the customizable dashboard
layout. Which of the following are best practices to
aretle
customize your layout and make it work for you?
(1) Puan
Select all that apply.

(Tm doru yantlar sein)

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

Correct

5 My Oracle Support has pre-set dashboard

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. configuration options based on role. For example, I
can go to the Customize link and select "Hardware
aretle
User" to automatically add the widgets to my
(1) Puan
dashboard associated with this user type

Doru
Yanl (*)

Correct
Bottom of Form
As a
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customer,
you want to
stay informed (1) Puan
about ALL
UPDATES to

content
related to My
Oracle
Support.
Which of the
following
options is the
best
approach?

Follow
@myoraclesu
pport on
Twitter
Log a nontechnical
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 EMail >
Articles and
Information >
Add Search
for My Oracle
Support
(product),
select
"Knowledge

Articles" and
Apply your
changes.
None of the
above

Correct

7.

The number of
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tabs you see in
My Oracle
Support depends aretle
on the Support (1) Puan
Identifiers
associated with
your account.

Doru (*)
Yanl

Correct

Knowledge Search and Browse

(Bu blmdeki tm sorular yantlayn)

8.

What is a Search
Helper?

Gr Bildirmek zere
aretle
(1) Puan

Voiceactivated

help feature
that you can
turn on in My
Oracle
Support
A new section
in the Service
Request
process
An option you
can select
under
Knowledge
Preferences
Some
products
have created
search
helpers which
allow you to
identify
where a
product issue
is occurring
and then
recommend
documents
based on
your
selection (*)

Correct

9.

During the stepGr Bildirmek zere

by-step flow, My
Oracle Support
aretle
will offer you
(1) Puan
suggested
solutions as you
define your
problem. You
have the option

to 'turn off' these

suggested
solution results
when you create
a Service
Request.

Doru (*)
Yanl

Correct

10.

What is the best

Gr Bildirmek zere
way to find
content in My
Oracle Support aretle
(1) Puan
based on
product?

Global Search
bar
Post a thread
in My Oracle
Support
Community
Use the
'Search &
Browse'
feature on
the
Knowledge
tab and
productbased
information
centers (*)
Check the
Certifications

tab

Correct
.What is a
Search
Helper?

Gr Bildirmek zere aretle

(1) Puan
Voice-activated help feature that you can turn on in
My Oracle Support
A new section in the Service Request process
An option you can select under Knowledge
Preferences
Some products have created search helpers which
allow you to identify where a product issue is
occurring and then recommend documents based on
your selection (*)
Correct
9. 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.

Gr Bildirmek zere
aretle
(1) Puan

Doru (*)
Yanl
Correct
10. What is the best way to find content in My Oracle Support
based on product?

Gr Bildirmek zere
aretle
(1) Puan

Global Search bar

Post a thread in My Oracle Support Community
Use the 'Search & Browse' feature on the Knowledge
tab and product-based information centers (*)
Check the Certifications tab
Correct

1 What is
1. Advanced
Search?

Gr Bildirmek zere aretle

(1) Puan

A type of PowerView filter that you

can set
Another name for the Global Search
region
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

Correct

12.

A common problem that Users experience

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in My Oracle Support when searching:
User enters a key word in the Global
aretle
Search box and views the results. User
cannot find the right information due to (1) Puan
the large volume of content returned with
this approach.

Doru (*)
Yanl

Correct

13.

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

Gr Bildirmek zere
aretle
(1) Puan

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 default search source
(*)
All of the above
None of the above

Correct

Product Certifications
(Bu blmdeki tm sorular yantlayn)

14.

The Certifications tab in My Oracle

Support is able to directly answer all of
your certification questions in a single
location.

Gr Bildirmek zere
aretle
(1) Puan

Doru
Yanl (*)

Correct

15.

What is the definition of a certification?

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aretle

(1) Puan

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

Correct
1 I am not sure of
Gr Bildirmek zere aretle
6. the exact
product name
(1) Puan
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

Correct

17.

A product is certified for a specific

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release of an operating system (OS) on
a particular hardware platform. For
example, Oracle Database (11.2.0.3.0) aretle
(1) Puan
on Oracle Solaris 11 (SPARC)

Doru (*)
Yanl

Correct

18.

What does the Certifications tab in My

Oracle Support provide to the user?

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aretle
(1) Puan

A quick way to log Service

Requests related to Certification
questions.
This tab is only available to you in
My Oracle Support if you purchase
a special support contract. The
average user does not have
access.
Access to product certification
information (*)
None of the above

Correct

Patches and Updates

(Bu blmdeki tm sorular yantlayn)

19.

What is a Patch Advisor?

Gr Bildirmek zere
aretle
(1) Puan

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

20.

I can use Patch Plans and Upgrade

Plans without having Oracle
Configuration Manager installed.

Doru

Gr Bildirmek zere
aretle
(1) Puan

Yanl (*)

Correct

2 Regardless of
Gr Bildirmek zere aretle
1. your specific
Oracle
products, the (1) Puan
general
process to
download
patches in My
Oracle
Support is the
same

Doru (*)
Yanl

Correct

22.

I am looking to download the JD Edwards

EnterpriseOne 9.1 patch. What is the
most correct method to do this?

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.
Log a Service Request with Oracle
Support and ask for the Support
Engineer to send me the required
patches.

Gr Bildirmek zere
aretle
(1) Puan

Select Patches and Updates Tab >

Advanced Search > Search for JD
Edwards EnterpriseOne > Release is
9.1 and select search
Select Patches and Updates Tab >
Quick Links JD Edwards > search for
JD Edwards EnterpriseOne > Release
is 9.1, agree to license and select
search (*)

Correct

23.

A great resource for additional help in My

Gr Bildirmek zere
Oracle Support is the 'context-sensitive'
help located in the upper-right. You can
aretle
view detailed answers to common
questions about topics such as Patching. (1) Puan

Doru (*)
Yanl

Correct

24.

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?

Create a new thread in the

appropriate patching community and
discuss with the members of your
community. (*)
Use Google to find out what
recommended patches are available
Add the 'Recommended Patch Sets'
widget to your dashboard

Gr Bildirmek zere
aretle
(1) Puan

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
Log a Service Request

Correct

My Oracle Support Community

(Bu blmdeki tm sorular yantlayn)

25.

You want to post a question to a My

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Oracle Support Community; however,
you cannot see the community you are
interested in when you launch My Oracle aretle
Support Community and view the main (1) Puan
page. How do you resolve this?

Post your question in the 'Using My

Oracle Support' community
Log a technical Support Request for
assistance
Ask your Customer User
Administrator to grant you access to
the community in question and it will
appear the next time you log in
Edit your subscriptions to include the
desired community (*)

Correct

26.

You heard
Gr Bildirmek zere aretle
about a
new
community (1) Puan
and want
to check it
out. When
you open
My Oracle
Support
Communit
y, you only
see a few
options
listed in
the 'Find a
Communit
y' pane on
the left
navigation.
What do
you need
to do to
access the
complete
list of
available
communiti
es?

Ask your Customer User

Administrator (CUA) to change your
Community access settings under
My Account
What 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

Correct

27.

What is a typical consequence of

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posting a product-specific question into
the 'Using My Oracle Support'
aretle
Community?
(1) Puan

A moderator for the community will

directly email you to request that
you remove this question
The question will trigger an
automatic email that alerts you to
ask the question in a different
community
The 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

Correct

28.

The same Oracle Support Engineers that

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resolve technical Service Requests also
participate in My Oracle Support
aretle
Community to share their knowledge
(1) Puan
and expertise as part of this trusted

community.

Doru (*)
Yanl

Correct

29.

Which of the following attributes

describe the value of My Oracle Support
Community?

Available to users 7x24x365. You

can always engage in the global
community at a convenient time in
your work day
Each community is staffed with a
special set of Oracle support
engineers who engage exclusively
with online questions
Leverage the shared experience of
your peers and subject-matter
experts to quickly expand your
knowledge and awareness
Using communities allows you to
bypass the standard Service
Request creation process in My
Oracle Support and fast-track your
issues
Both 1 and 3 (*)

Correct

Gr Bildirmek zere
aretle
(1) Puan

30.

If you have general questions about My

Gr Bildirmek zere
Oracle Support and have not found
answers in the help menu or in the
aretle
knowledge base, a best practice is to
post your question to 'Using My Oracle (1) Puan
Support' Community.

Doru (*)
Yanl

Correct
3 You recently
Gr Bildirmek zere aretle
1. created a new
posting in My
Oracle Support (1) Puan
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 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

Correct

Using Support Best Practices for Hardware & Software

(Bu blmdeki tm sorular yantlayn)

32.

Oracle Enterprise Manager Harvest Job is

Gr Bildirmek zere
a collection tool that gathers information
about your Oracle set-ups, configuration,
aretle
and OS. You can automate this
(1) Puan
information transfer with Oracle

Doru (*)
Yanl

Correct

33.

From a hardware perspective, what are

Gr Bildirmek zere
the benefits of downloading Oracle
Services Tools Bundle and enabling Auto
aretle
Service Request (ASR)?
(1) Puan

Prevent known issues

Automatically log Service Requests
Create a fully qualified Service
Request

All of the above (*)

None of the above

Correct

34.

The output of Oracle Configuration

Manager (OCM) will list out the required
firmware for your Oracle Systems
products

Gr Bildirmek zere
aretle
(1) Puan

Doru
Yanl (*)

Correct

35.

How can collected data help you when

you create a Fully Qualified Service
Request?

It identifies upcoming configuration

changes that you can share with the
Support Engineer
There is no specific impact from this
type of data collection. It is just
information to help you with planning
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
(*)

Gr Bildirmek zere
aretle
(1) Puan

It provides details on the last 5

service requests you logged in case
you want to review them

Correct
3 If a customer
Gr Bildirmek zere aretle
6. or partner has
a Hardware
(1) Puan
Support
Identifier (SI),
what
permissions do
general My
Oracle Support
Users need to
view Assets in
My Oracle
Support?

CUA Access level

Asset-View access level (*)
SR Create & Update
None, it is available to all users

Correct

37.

What is the best definition of a Fully

Qualified Service Request?

Gr Bildirmek zere
aretle
(1) Puan

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 logged by your
CUA
Only Service Requests created by
ASR are considered fully qualified
A Service Request that provides just
a few facts to get Oracle Support
engaged
A Service Request must have
attached log files to be Fully
Qualified

Correct

Create and Manage Service Requests

(Bu blmdeki tm sorular yantlayn)

38.

If you select Severity 1 for your issue,

Gr Bildirmek zere
you will need to provide a management
contact in the workflow, and your
identified manager will be contacted by aretle
(1) Puan
Oracle Support

Doru (*)
Yanl

Correct

39.

You were able to resolve a Service

Request before Oracle Support came
back with a suggested solution. What

Gr Bildirmek zere
aretle

should you do?

(1) Puan

Click on 'Close SR' and provide

detailed comment (Update Detail)
on the solution you found to help us
improve our knowledge base (*)
Just close the SR with no further
updates
Call the Support Engineer for advice
Ask your CUA to initiate an autoclose of this SR since you have a
solution
None of the above

Correct

40.

Which of the following is the best

example of a Service Request Problem
Summary?

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

Correct
4 What are
1. some of
the ways

Gr Bildirmek zere aretle

Gr Bildirmek zere
aretle
(1) Puan

to send
(1) Puan
data to
Oracle.
Select all
that apply.

(Tm doru yantlar sein)

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

42. A recommended best practice is to organize

Gr Bildirmek zere
all the data associated with your issue
before you initiate a new Service Request. A
Fully Qualified SR provides Oracle Support aretle
with as much detail as possible about your (1) Puan
issue. This includes what happened, users
impacted, single or repeat occurrences, any
changes, and related diagnostic data to
attach to the Service Request

Doru (*)
Yanl

Correct

43. You are in the process of logging a new

Gr Bildirmek zere
Service Request. During Step 2 (Solutions),
you see a solution that does resolve your
aretle
issue. What should you do next?
(1) Puan

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

Correct

44. The main way that users with 'Create and

Gr Bildirmek zere
Update' privilege log Service Requests in My
Oracle Support is by selecting 'Create SR'
aretle
on the Service Requests tab
(1) Puan

Doru (*)
Yanl

Correct

Oracle Support Policies

(Bu blmdeki tm sorular yantlayn)

45. What items are covered by your Premier

Support Policy? Select all that apply.

Gr Bildirmek zere
aretle
(1) Puan

(Tm doru yantlar sein)

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 My Oracle Support Community
(*)
Access to new functionality included in
Oracle Patches and Upgrades (*)
Access to Oracle Engineers to perform
mapping business requirements to
product functionality

Correct
4 What is
Gr Bildirmek zere aretle
6. the
recommen
ded way to (1) Puan
locate
content
about the
End Date
of support
for a
product?
Select all
that apply.

(Tm doru yantlar sein)

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

47.

What are the best methods to stay informed

about the latest information on Oracle
Technical Support policies?

Gr Bildirmek zere
aretle
(1) Puan

(Tm doru yantlar sein)

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

48.

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).

Gr Bildirmek zere
aretle

(1) Puan

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
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

Correct

Resolve your Oracle Service Requests faster using ASR

(Bu blmdeki tm sorular yantlayn)

49.

For assets managed by Oracle Service

Gr Bildirmek zere
Delivery Partners:True or False: After
receiving an ASR notification email that
indicates that a draft Service Request has aretle
been created, the Partner must immediately (1) Puan
use My Oracle Support to promote the Draft
Service Request to a Technical Service
Request.

Doru
Yanl (*)

Corrrect

50.

For assets managed by Oracle Service

Delivery Partners:How can a team be
notified when ASR creates Draft Service
Requests?

Create a My Oracle Support user as the

email list. Then, assign this user as the
Contact for the ASR asset.
Open an Oracle Service Request and ask
for assistance.
Use My Oracle Support to enter one or
more email lists in the "Distribution
Email List" field for the managed assets.
(*)

Correct.

51 Oracle
Gr Bildirmek zere aretle
. custom
ers can
(1) Puan
ony
install
one
ASR
Manag
er per
Oracle
Suppor
t
Identifi
er.

Doru
Yanl (*)

Gr Bildirmek zere
aretle
(1) Puan

Corrrect

52.

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?

Gr Bildirmek zere
aretle
(1) Puan

Draft Service Request (*)

On-Demand Service Request
Technical Service Request

Correct.

53.

A pre-requisite for activting ASR for an asset

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is providing a Contact name in My Oracle
Support. Which Support Identifier privileges
are required for the My Oracle Support user aretle
(1) Puan
selected as a Contact?

(Tm doru yantlar sein)

Administrator
View Asset (*)
Create Service Request (*)

Corrrect

54.

ASR is available at no additional cost to

Oracle Premier Support for Systems and
Hardware Warranty plans

Gr Bildirmek zere

aretle
(1) Puan

Doru (*)
Yanl

Corrrect

55.

For assets managed by Oracle Service

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

View Asset privilege on the end-customer

Support Identifier
Create Service Request privilege on the
end-customer Support Identifer
Administrator privilege on the Partner
Support Identifier (*)

Correct.
56 For
Gr Bildirmek zere aretle
. which
of the
followin (1) Puan
g event
types
does
ASR
create
Service
Request
s?

(Tm doru yantlar sein)

Gr Bildirmek zere
aretle
(1) Puan

Firmware needs to be updated

OS crash
Fan failures (*)
Power supply faults (*)
File system full

Corrrect

57.

The ASR Manager uses a two-way encrypted

connection to Oracle.

Gr Bildirmek zere
aretle
(1) Puan

Doru
Yanl (*)

Corrrect

58.

For assets managed by Oracle Service

Delivery Partners:Who is responsible for
approving ASR pending activations in My
Oracle Support?

Oracle Field Engineer

Oracle Service Deliver Partner (*)

Gr Bildirmek zere
aretle
(1) Puan

Customer

Correct

Oracle Collaborative Vendor Support (OCVS) Overview Training

(Bu blmdeki tm sorular yantlayn)

59.

As an active OPN member, you automatically

become an OPN-OCVS member.

Gr Bildirmek zere
aretle
(1) Puan

Doru
Yanl (*)

Correct

60.

Which of the following statements are

Gr Bildirmek zere
Partner requirements for collaboration in the
Oracle Collaborative Vendor Support
aretle
Program (OCVS)?
(1) Puan

(Tm doru yantlar sein)

Partner must provide and maintain

standard contact and escalation
information for the OCVS. (*)
As part of the OCVS, Partners have the
option of collaborating with Oracle
Support on a Mutual Customer support

issue.
Partner must direct Mutual Customers to
contact Oracle Support directly on
Oracle-related issues.
Partner must establish their own severity
levels and response timeframes for
Mutual Customer support issues.
Partner must provide the Mutual
Customers support identification
number when collaborating with Oracle
Support. (*)

Correct
61 Which of
Gr Bildirmek zere aretle
. the
following
statement (1) Puan
s
regarding
enrollmen
t in the
Oracle
Collaborat
ive Vendor
Support
Program
(OCVS) is
NOT true?

A partner should wait to enroll in the

OCVS until they encounter a Oracle
Collaborative Vendor support issue
from a mutual customer. (*)
A Partner should enroll in the OCVS
proactively if they provide support
services to mutual customers.
The OCVS is offered as a value-added
benefit at no additional costs to Oracle
Partners as part of their OPN
membership.

Enrollment in the OCVS is easy by

selecting the "Join Now" link from the
OCVS portal page on OPN.

Correct

62.

Which of the following statements reflect

Gr Bildirmek zere
the value proposition to our Mutual
Customers as a result of the Oracle
aretle
Collaborative Vendor Support Program
(1) Puan
(OCVS)?

(Tm doru yantlar sein)

Increases the time to implementation

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

Correct

63.

Which of the following statements are

Partner requirements for participation in
the Oracle Collaborative Vendor Support
Program (OCVS)?

Gr Bildirmek zere
aretle
(1) Puan

(Tm doru yantlar sein)

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. (*)
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. (*)

Correct

64.

By participating in the OCVS as an OPN

member, vendors are required to enter
into time consuming or costly support or
legal agreements.

Gr Bildirmek zere
aretle
(1) Puan

Doru
Yanl (*)

Correct

65.

Under OCVS model, customer would call a

Gr Bildirmek zere
vendor for a problem. While the support
analyst decides involvement from another
vendor, he will log SR to another vendor, aretle
(1) Puan
then customer will follow the SR to
another vendor.

Doru

Yanl (*)

Correct
66Which of
. the
following
are the
support
challenges
at the
multiple
vendor
computing
environmen
t?

Gr Bildirmek zere aretle

(1) Puan

Complexity of environments
Rising collaborative vendor Support Activity
Expanding call Resolution Times
Prohibitive Training Demands for technical analysts
All of the above (*)
none of the above
Correct
67. A "Mutual Customer" under the Oracle Collaborative
Vendor Support Program must have an active support
contract with BOTH Oracle and a participating Partner.

Gr Bildirmek zere
aretle
(1) Puan

Doru (*)
Yanl
Correct
68. OCVS can be used as a replacement for support

Gr Bildirmek zere
aretle
(1) Puan

Doru
Yanl (*)
Correct