1.

To customize the Regions on the Main Dashboard you can drag-and-drop those you want included and rearrange them according to how you want them to show up. Mark for Review

(1) Points

True

False

2. When using the Configuration Manager this region provides the opportunity to share with Oracle Support the details of what is going on within your configurations. your support engineer not only has access to your environment details when working an issue. Engineers have visibility (through projects).

Mark for Review (1) Points

Knowledge region

Projects region

Getting started region

Draft Service Request region

News region

3. List all benefits of using My Oracle Support.

Mark for Review

(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

It is an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support.

It is Oracle's next generation support platform.

Answers 1,2 & 3 only

4. The Inventory and Usage region is available even for those who are not using the Configuration Manager. Mark for Review

(1) Points

True

False

5. This stage of Life time Support provides provides you with an extra three years of support for specific Oracle release for an additional fee. Mark for Review

(1) Points

Lifetime Support Policy

Premier Support

Extended support

Sustaining Support

None of the above

6. True or False. Browse knowledge allows users to navigate through the product hierarchy to specific folders of content in order to 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. Mark for Review

(1) Points

True

False

7. This is Oracle's simple, predictable, and the most comprehensive policy available, it helps drive your business by putting you in control of your upgrade strategy success. Mark for Review

(1) Points

Lifetime Support Policy

Premier Support

Extended support

Sustaining Support

None of the above

8. 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

9. This is another resource containing recorded discussions during which development outlines functionality included within new product releases. Mark for Review

(1) Points

Sustaining Support

Transfer of Information (TOI)

Newsletters

Lifetime Support Policy

Customer Services Catalog

10. 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

Transfer of Information (TOI)

Newsletters

Customer Services Catalog

Oracle By Example (OBE)

Sustaining Support

11. It is a support capability that automates the exchange of configuration information between Oracle Support and our customers, enabling proactive detection of issues our customers may encounter, and allowing for faster resolution times in instances where you do run into an issue. Mark for Review

(1) Points

Remote Diagnostcs Agent

Configuration Manager

Support Diagnostics tool

Change assistant

Upgrade wizard

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. While in Sustaining Support, the pricing is equal to pricing as if in Premier Support Mark for

Review (1) Points

True

False

13. 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

14. Extended Support has a what % uplift over the current Premier support fee for the first year of the Extended Support period. Mark for Review

(1) Points

10%

15%

20%

5%

2%

MVSP Overview (Answer all questions in this section) are no call restrictions with other members at the TSANet Mission Critical level

15. There Mark for Review

(1) Points

True

False

16. MVSP can be a replacement for support

Mark for Review

(1) Points

True

False

17. There are no call restrictions with other members at the TSANet Classic level

Mark

for Review (1) Points

True

False

18. A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with BOTH Oracle and a participating Partner. Mark for Review

(1) Points

True

False

19. Which of the following is the support challenges at the multiple vendor computing environment? Mark for Review

(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

Oracle Support Basics (Answer all questions in this section) Which 3 of the following does My Oracle Support allow you access to? Mark for Review

20.

(1) Points

(Choose all correct answers)

Oracle Education Schedules

Patches

Bug information

Oracle User Community

21. If you wish to escalate further up the Oracle Management chain what must you have in place?

Mark

for Review (1) Points

Escalation contacts further up your internal organisation

An additional business case

Authorisation from your Oracle Account Manager

OCS session arranged

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

Mark for Review

(1) Points

Update SR in My Oracle Support and then call into Support

Via your Oracle Account Manager

Call into Support

Update My Oracle Support

23. When a problem in an SR is putting a project milestone at risk when would be the most effective time to escalate? Mark for Review

(1) Points

24 hours before the milestone

7-14 days before the milestone

As soon as the SR is raised

2 days before the milestone

24. What can you expect following an escalation request?

Mark for Review

(1) Points

24x7 working until problem resolved

Oracle Consultant onsite within 24 hours

Support Engineer passes SR to another engineer

Oracle Support manager telephones you to discuss your problem and agree to an action plan

25. Which 3 of the following will help reduce SR ping-pong? (i.e. Oracle batting questions straight back) Mark for Review

(1) Points

(Choose all correct answers)

Fully complete all questions in the SR logging template

Run diagnostics and upload results when SR is raised

Give details of any recent changes in your environment

Raise SR via phone rather than My Oracle Support

26. How do you report a bug to Oracle Development

Mark for Review

(1) Points

Contact Development direct

Contact Oracle Support and they will give you a number for Development

Contact Development via Oracle Partner Manager

Contact Oracle Support and they will raise a bug with Development if appropriate

My Oracle Support (Answer all questions in this section) Plan shows the planned releases of patches for the different Oracle Product Lines

27. Patch Mark for Review

(1) Points

True

False

28. If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means that Mark for Review

(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

My Oracle Support Community (Answer all questions in this section) 29. The My Oracle Support Community is set-up using Categories, Communities, Discussions, and Threads. Mark for Review

(1) Points

True

False

30. In the Rewards and Recognition Program of the My Oracle Support Community, the User Reputation Model calculates points based on member participation, document contribution, as well as customer and partner feedback. Mark for Review

(1) Points

True

False

31. The 4Cs that describe the benefits and why participate in My Oracle Support Community are:

Mark

for Review (1) Points

Connect, Collaborate, Communicate, and Combine

Connect, Collaborate, Communicate, and Create

Connect, Collaborate, Communicate, and Call..

Connect, Collaborate, Communicate, and Consume.

Connect, Collaborate, Communicate, and Configure

32. To enter the My Oracle Support Community area you will need to: Login to My Oracle Support Navigate to the Community Tab and click on the Enter My Oracle Support Community button

Mark for Review (1) Points

False

True

Response 3

Response 4

Response 5

33. What are the benefits participating in the My Oracle Support Community?

Mark for

Review (1) Points

(Choose all correct answers)

You can stay ahead of the information curve by hearing whats going on in the industry, attend events, as well as advisor webcasts.

You can communicate using the discussion forums .

You can consume the available information, increasing your expertise through document search and discussion reviews .

You can connect with industry experts, your peers, and Oracle giving you the ability to expand your network.

You can collaborate and share information within your network.

34. This tab in My Oracle Support community is a way for you to organize and easily find community content. Mark for Review

(1) Points

Discussions and Documents tab

Tags tab

Private Messages tab

Profile tab

People finder tab

Oracle Collaborative Support Program (Answer all questions in this section) 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

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

Mark for

Review (1) Points

Conference Details button

Share Entire Desktop

Attendee drop down list

Chat icon

Share 'Nothing'

37. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely. Mark for Review

(1) Points

True

False

Oracle Configuration Manager (Answer all questions in this section) 38. What is a healthcheck? Mark for Review

(1) Points

Manually run reports based on the systems information gathered by support agent.

Another name for RDA output.

One of the Support offerings available to ACS customers.

Dynamically generated reports based on the output of Support Diagnostics.

Dynamically generated reports based on the systems information gathered by support agent.

39. What benefits are not available if you use RDA generated configurations?

Mark for

Review (1) Points

(Choose all correct answers)

Detailed configuration view

Service request submissions

Product alerts

Healthchecks

Project creation & tracking

40. How often does OCM collect the auto-config data?

Mark for Review

(1) Points

You run the OCM manually.

Every 24 hours

Every time you log an SR against that configuration.

Once a week

As often as you want - you can set it up as a batch process.

41. Service request reporting is available ONLY if we are using the Configuration Manager

Mark for

Review (1) Points

True

False

42. Data included in the inventory reporting can be categorised by

Mark for Review

(1) Points

Host information

Database

Application Servers

Applications

All of the above

43. What are some typical configuration information are collected by OCM?

Mark for

Review (1) Points

System Global Area

High Availability (RMAN Configuration)

CPU Usage Statistics

Session information

All of the above

44. I can look at how the configuration looks like on any particular date in the past since the configuration data collection starts Mark for Review

(1) Points

True

False

45. I need someone's opinion with regards to high availability related configuration. I could Mark 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

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) Oracle Support? Mark for Review 46. You can download the collector software from which tab at My

(1) Points

Service Request

Collector

Patch & Update

Knowledge

Configuration Manager

11G Upgrade Best Practices (Answer all questions in this section) 47. Prior to upgrade to 11g from 10g, it is advisable to create Dictionary Statistics Mark for Review

(1) Points

True

False

48. After an upgrade to 11g, one must be careful not to create fixed table statistics

Mark

for Review (1) Points

True

False

49. Database Replay captures workloads and replays it with production characteristics including concurrency, synchronization and dependencies Mark for Review

(1) Points

True

False

50. During Capture Phase of SQL Plan Management, an SQL Baseline is stored in SQL Management Base in tablespace SYSAUX Mark for Review

(1) Points

True

False

51. Name the two types/areas of the Remote Diagnostics Agent

Mark for Review

(1) Points

(Choose all correct answers)

RDA for Service Requests

RDA for Siebel

RDA for Peoplesoft

RDA for E-Business Suite

RDA for Server Technology

52. Remote Diagnostic Agent output is encrypted and special privileges are required to view it. Mark for Review

(1) Points

True

False

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) escalation 53. You can expect the following after requesting for a Service Request Mark 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

54. When a Service Request meets the de-escalation criteria or is no longer critical , the Escalation Owner can de-escalate it , with your agreement. Mark for Review

(1) Points

True

False

Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 55. Which of the following statements are true and will make happy customers Mark for Review

more happier. (Select all that applies).

(1) Points

(Choose all correct answers)

Provide your customers with new product or service information before it is widely disseminated.

Strive toward making your relationships with your customers true partnerships rather than that of just a vendor-customer

Most customers gladly will accept any documentation or materials you believe may help them utilize their software more efficiently.

Keep track of the things you have done in the past to make them happy; do more of the same

Understand your customers plans for future utilization, expansion and make the appropriate recommendations for upgrading to newer or different software or releases.

56. What the customers want? Customers want and expect the following from Oracle and its partners. Select all that applies. Mark for Review

(1) Points

(Choose all correct answers)

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

57. 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

58. To help build an effective customer service model for your business its important to identify and build an effective communication and knowledge model based on the similarities and common characteristics of your customers. Mark for Review

(1) Points

True

False