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

This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Creating Customer Value (Answer all questions in this section) 1. This is another great resource, available to you 24x7 through the Knowledg e Tab in My Oracle Support. This provides access to our extensive database with more than 800,000 solutions covering the entire range of Oracle products. Mark for Review (1) Points Dashboard tab Knowledge Base (*) Patches & Updates tabb Communtiy tab Service Request tab Corrrect 2. It is an integrated, multichannel, online collaboration portal that levera ges the latest Web 2.0 technologies to provide real-time access to Oracle s knowle dge repository. It is a venue where customers exchange knowledge with an extensi ve network of peers and Oracle experts. Mark for Review (1) Points My Oracle Support Community (*) Maintenance Wizard DB Upgrade companion Configuration manager Support Diagnostics Tools Corrrect 3. When using the Configuration Manager this region provides the opportunity to share with Oracle Support the details of what is going on within your configu rations. your support engineer not only has access to your environment details w hen working an issue. Engineers have visibility (through projects). Mark for Re view (1) Points

Knowledge region News region Projects region (*) Draft Service Request region Getting started region Incorrect, refer to the Creating Customer Value training for more informat ion 4. Identify the support model described: Support model that provides informat ion about the latest issues and patches, then you as a customer review what solu tions 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 Incorrect, refer to the Creating Customer Value training for more informat ion 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 Re view (1) Points Lifetime Support Policy Premier Support Extended support (*) Sustaining Support None of the above Corrrect 6. The My Oracle Support framework was created using FLEX Technology from Ado be. Using the Flash viewer allowed the flexibility to design a system that is ve ry user friendly. Mark for Review (1) Points

True (*) False Correct 7. Identify the support model described: This support model support software defects are identified and customers are automatically notified of the potential problem and it s impact. Mark for Review (1) Points Traditional support model Pro-active support model Predictive support model (*) None of the above All of the above Incorrect, refer to the Creating Customer Value training for more informat ion 8. This training resource is built for practical real-world situations, allow ing you to gain valuable hands-on experience as well as use the presented soluti ons as the foundation for production implementation, dramatically reducing time to deployment. Mark for Review (1) Points Newsletters Oracle By Example (OBE) (*) Sustaining Support Customer Services Catalog Transfer of Information (TOI) Corrrect 9. This stage of Life time Support provides maintenance and support of Oracle database, middleware, and application products for 5 years from their general a vailability date. Mark for Review (1) Points Lifetime Support Policy Premier Support (*) Extended support Sustaining Support

None of the above Corrrect 10. This is another resource containing recorded discussions during which dev elopment outlines functionality included within new product releases. Mark for Review (1) Points Newsletters Sustaining Support Lifetime Support Policy Customer Services Catalog Transfer of Information (TOI) (*) Incorrect, refer to the Creating Customer Value training for more informat ion

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Creating Customer Value (Answer all questions in this section) 11. Customer Success Self-Assessment is an online tool designed to share Glob al Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance Mark for Review (1) Points True (*) False

Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. Premier Support Extends for how many years after a product's release? Ma rk for Review (1) Points 5 years (*) No limit 10 years 1 Year 8 Years Corrrect 13. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. Mark for Review (1) Points True False (*) Corrrect 14. Extended Support is provided for an how many additional years after Premi er Support ends? Mark for Review (1) Points 3 years (*) No limit 8 Years 5 years 1 Year Corrrect

MVSP Overview (Answer all questions in this section)

15. To support mutual customer, MVSP vendor must use customer's CSI to log SR to Oracle to ensure that the customer is a current Oracle support customer Mar k 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. M ark for Review (1) Points True False (*) Correct 17. Which of the following statements are Partner requirements for participat ion in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Partner must be accepted into all Product Focus Areas in order to participat e in the MVSP. Partner must be trained on all Oracle products they wish to engage with Orac le Support through the MVSP. Partner must be a current OPN member in good standing. (*) Partner must have a published profile in OPN Solutions Catalog. (*) Partner must apply and received confirmation of acceptance for use of the MV SP benefit. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 18. Which of the following is the support challenges at the multiple vendor c omputing 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 (*) Correct 19. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi ew (1) Points Reduces costs by not having to create and maintain traditional cooperative s upport agreements. Provides a consistent, collaborative support process by which to engage with Oracle Support. Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*) Reduces training commitment by not having to pursue in-depth training on Ora cle products you do not support. Enables practices that align with many industry support certifications. Correct

Oracle Support Basics (Answer all questions in this section) 20. Which severity should a SR be raised at if there if a minor impact on the business? Mark for Review (1) Points Severity 2 Severity 4 Severity3 (*) Severity1 Correct

Page 2 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Oracle Support Basics (Answer all questions in this section) 21. True or False? The most effective way to escalate an SR is to contact you r Oracle Partner Manager Mark for Review (1) Points True False (*) Incorrect, refer to the Oracle Support Basics training for more informatio n 22. True or False? Escalating an SR and raising the severity of a SR have exa ctly the same impact Mark for Review (1) Points True False (*) Correct 23. To request Severity 1 Support what should you have in place? Mark for Re view (1) Points SR Escalation Oracle Consultant onsite Ability to provide remote access via OCS 24x7 availability to work with Support (*) Correct

24. Which of the following would not be a valid reason to escalate the SR? M ark for Review (1) Points Encountered critical roadblock Project deadline is within 10 days SR was raised at wrong severity (*) Dissatisfied with response Correct

My Oracle Support (Answer all questions in this section) 25. How many filters can you add using PowerView Mark for Review (1) Points None 1 5 10 As many as you need (*) Corrrect 26. Oracle recommends that customers install CPU Patches immediately Mark fo r Review (1) Points True (*) False Corrrect 27. When creating a new Service Request, you can autofill your request using Mark for Review (1) Points (Choose all correct answers) Service Request Profile (*) Project Information

Default SR Profile System Configuration (*) Existing Service Request (*) Incorrect. Refer to the Service Request Management training for more infor mation 28. Patch Plan shows the planned releases of patches for the different Oracle Product Lines Mark for Review (1) Points True False (*) Incorrect. Refer to the Patches and Updates on My Oracle Support training for more information

My Oracle Support Community (Answer all questions in this section) 29. In My Oracle Support Community, it is not possible to navigate directly t o a specific page number Mark for Review (1) Points True False (*) Correct 30. Your User Profile in My Oracle Support Community can include an avatar M ark for Review (1) Points True (*) False Incorrect. Refer to the My Oracle Support Community training for more info rmation.

Page 3 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) My Oracle Support Community (Answer all questions in this section) 31. My Oracle Support Community members have the ability to report any abuse that may be occurring within a discussion or document Mark for Review (1) Points True (*) False Correct 32. One benefit of My Oracle Support Community is the Rewards and Recognition Program. In this program, Oracle find opportunities to recognize users for thei r participation and success within the community. Mark for Review (1) Points True (*) False Correct 33. The available sorting option in Document display in My Oracle Support Com munity is by Mark for Review (1) Points (Choose all correct answers) Subject (*) Document Tag Author (*)

Update Date (*) None of the Above Incorrect. Refer to the My Oracle Support Community training for more info rmation. 34. This is the region where My Oracle Support Community member can see event s of interest to all community members are highlighted. Mark for Review (1) Points The Recent content region The Sptolight region The Events region (*) The Headlines region The News and Announements region Incorrect. Refer to the My Oracle Support Community training for more info rmation.

Oracle Collaborative Support Program (Answer all questions in this section) 35. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. Mark for Review (1) Points True (*) False Correct 36. If you encounter issues in installing Oracle Web Conference Console , you should Mark for Review (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 37. In the OWC Toolbar , click on the following to enable Desktop Sharing Ma rk for Review (1) Points Attendee drop down list Share 'Nothing' Share Entire Desktop Chat icon Conference Details button Correct (*)

Oracle Configuration Manager (Answer all questions in this section) 38. How often does OCM collect the auto-config data? Mark for Review (1) Points As often as you want - you can set it up as a batch process. Once a week Every 24 hours (*) Every time you log an SR against that configuration. You run the OCM manually. Incorrect. Refer to the Software Config Manager training for more informat ion. 39. What benefits are not available if you use RDA generated configurations? Mark for Review (1) Points (Choose all correct answers) Project creation & tracking Detailed configuration view (*) Healthchecks (*) Service request submissions Product alerts

Corrrect 40. What is a healthcheck? Mark for Review (1) Points Dynamically generated reports based on the output of Support Diagnostics. One of the Support offerings available to ACS customers. Dynamically generated reports based on the systems information gathered by s upport agent. (*) Manually run reports based on the systems information gathered by support ag ent. Another name for RDA output. Incorrect. Refer to the Software Config Manager training for more informat ion.

Page 4 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section) 41. Customers need to pay a certain percentage of extra support fee on top of the premier support to enjoy the features of the Configuration Manager Mark fo r Review (1) Points True

False (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information. 42. What type of information is being collected by the Collector? Mark for R eview (1) Points (Choose all correct answers) Patches (*) Oracle configuration data (*) Selected passwords Application data Host information (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information. 43. What kind of performance impact can be expected on the system while the O CM collector is running? Mark for Review (1) Points Severe degradation because of the heavy tracing involved Increased degradation with increased number of collection Tolerable degradation if executed off-peak hours Improved performance Negligible impact (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information.

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) 44. Once the Configuration information is uploaded the customer then can log Service Requests directly against an uploaded configuration right from the My Or acle Support Interface Mark for Review (1) Points True (*) False

Incorrect. Refer to the Service Request Priority Routing Using Configurati on Manager training for more information.

Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section) 45. 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 E-Business Suite (*) RDA for Peoplesoft RDA for Server Technology (*) Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 46. Remote Diagnostic Agent (RDA) can be used as a pro-active, problem avoida nce tool Mark for Review (1) Points True (*) False Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 47. Name the types of Service Requests where RDA is essential Mark for Revie w (1) Points (Choose all correct answers) Upgrade media requests Performance related issues (*) Instalaltion and configuration (*) Answers to "How To" questions ORA-00600 internal errors (*)

Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 48. What is the minimum RDA version required to have RAC multi-node support Mark for Review (1) Points 4.2 (*) 5.3 4.7 3.1 3.6 Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information.

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 49. You can expect the following after requesting for a Service Request escal ation 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 un derstanding. The manager provides you with an action plan The manager ensures that the appropriate resources are assigned and all acti ons are completed. All of the above (*) Incorrect. Refer to the How to Escalate a Service Request within Oracle Su pport training for more information. 50. You should consider escalating an SR when Mark for Review (1) Points (Choose all correct answers) 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 Incorrect. Refer to the How to Escalate a Service Request within Oracle Su pport training for more information.

Page 5 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 51. What are softskills? Soft Skills let your customers know: (Select all tha t applies). Mark for Review (1) Points (Choose all correct answers) 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 Incorrect. Refer to the Customer Service Soft-skills Training Best Practic es training for more information.

52. Superior Ownership Experience is all about relationships, trust, commitme nt, communication, doing the right thing Mark for Review (1) Points True (*) False Incorrect. Refer to the Customer Service Soft-skills Training Best Practic es training for more information. 53. It is good communication practice to train staff to shield customers from internal issues maintain professionalism and confidence when in front of custom er if internal roadblocks are encountered. Mark for Review (1) Points True (*) False Incorrect. Refer to the Customer Service Soft-skills Training Best Practic es training for more information. 54. To help build an effective customer service model for your business it s im portant to identify and build an effective communication and knowledge model bas ed on the similarities and common characteristics of your customers. Mark for R eview (1) Points True (*) False Incorrect. Refer to the Customer Service Soft-skills Training Best Practic es training for more information.

R12 Payables (Answer all questions in this section) 55. When upgrading to supplier integrated with TCA existing supplier, sites a nd contacts will be migrated to TCA. Mark for Review (1) Points True (*) False Incorrect. Refer to the R12 Payables training for more information.

56. What are the process changes at the invoice lines in the R12 Payables tha t help improve end user productivity? Select all that applies. Mark for Review (1) Points (Choose all correct answers) Users can do quick match by entering just the PO number on the invoice heade r (*) Ability to select specific prepayemnt distribution to be applied during the import process has been obsoleted (*) When a user click on Calculate tax button, system calculates the tax and ins erts a tax line with the tax distribution (*) R12 multi-period accounting is realized at the invoice line level. (*) None of the above Incorrect. Refer to the R12 Payables training for more information. 57. Select all the process changes which are applicable in R12 Payables Invoi ce lines. Mark for Review (1) Points (Choose all correct answers) New forms to perform price/quantity corrections (*) Invoice line can be matched against a PO shipment or a receipt (*) Charges can be entered at the line level and then prorated across all items lines (*) Invoice workbench now contains header & multi-record representation for line s (*) Freight can be entered at the header and then prorated across all item lines (*) Incorrect. Refer to the R12 Payables training for more information.

R12 Support Resources (Answer all questions in this section) 58. Which tool or document describes the value associated with the new featur es and enhancements planned for Oracle E-Business Suite Release 12.1 (inclusive of features and enhancement from Release 12) Mark for Review (1) Points Best Practice White Paper Release Value Propositions (*)

EBS Dianostic Support Pack Maintenance Wizard R12 information center Incorrect. Refer to the R12 Support Resources training for more informatio n. 59. They bring you news, technical content, and technical updates from the va rious Oracle Support teams. They are created for the purpose of enhancing your s ervice experience with Oracle Support by proactively providing you with valuable information. Mark for Review (1) Points Oracle Support Newsletter (*) Oracle Lifetime Support Policy My Oracle Support My Oracle Support Community None of the above Incorrect. Refer to the R12 Support Resources training for more informatio n. 60. Once installed this tool offers project management capabilities, time bas ed reporting, identification of all the necessary steps, pre-requisites and patc hes in order to perform an upgrade. Mark for Review (1) Points Maintenance Wizard (*) ORA-600/7445 Lookup Tool Configuration Manager Remote diagnostic Agent Support Diagnostics Incorrect. Refer to the R12 Support Resources training for more informatio n.

Page 6 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Creating Customer Value (Answer all questions in this section) 1. This is another resource available to customers designed to promote awaren ess and understanding of the available support tools and resources to allow you to get the most out of your support investment. Mark for Review (1) Points Sustaining Support Customer Services Catalog Support Process and Tools advisor webcasts (*) Transfer of Information (TOI) Newsletters Incorrect, refer to the Creating Customer Value training for more informat ion 2. This is Oracle's simple, predictable, and the most comprehensive policy av ailable, 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 Corrrect

3. 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 Correct 4. Identify the support model described: This support model centered around r eactively 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 5. 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. Within the Content of a Region you can do the following: (Choose all that appli es) Mark for Review (1) Points (Choose all correct answers) Export directly to a CSV file or Print a view. (*) Each region is context-sensitive with right-click menus. (*) Minimize or maximize the region (*) Resize, re-order, sort, add or remove the region (*) Group the content within the region (*) Corrrect 6. Identify the support model described: Support model that provides informat ion about the latest issues and patches, then you as a customer review what solu tions 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. The My Oracle Support framework was created using FLEX Technology from Ado be. Using the Flash viewer allowed the flexibility to design a system that is ve ry user friendly. Mark for Review (1) Points True (*) False Correct 8. Customer Success Self-Assessment is an online tool designed to share Globa l Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance Mark for Review (1) Points True (*) False Corrrect 9. 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 ti me history of your systems as well, allowing you to identify any changes that ha ve occurred over time. Mark for Review (1) Points News region Getting started region Service Request region Draft Service Request region Systems region (*) Corrrect

10. True or False. Browse knowledge allows users to navigate through the prod uct 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 Incorrect, refer to the Creating Customer Value training for more informat ion

Page 1 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Creating Customer Value (Answer all questions in this section) 11. This region contains a breakdown of the different environments including how the software is distributed among different hosts, database versions, applic ation server versions, and applications. Mark for Review (1) Points Service Request region Getting started region News Region Draft Service Request region Inventory and Usage region (*) Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. Mark for Review (1) Points True False (*) Corrrect 13. Extended Support is provided for an how many additional years after Premi er Support ends? Mark for Review (1) Points 8 Years 5 years 3 years (*) 1 Year No limit Corrrect 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 20% 2% 5% 10% (*) 15% Corrrect

MVSP Overview (Answer all questions in this section)

15. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi ew (1) Points Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*) Enables practices that align with many industry support certifications. Reduces training commitment by not having to pursue in-depth training on Ora cle products you do not support. Reduces costs by not having to create and maintain traditional cooperative s upport agreements. Provides a consistent, collaborative support process by which to engage with Oracle Support. Correct 16. which year was TSANet established? Mark for Review (1) Points 1991 1994 1993 (*) 1992 1990 Correct 17. which are TSANet relationship levels? Mark for Review (1) Points (Choose all correct answers) Mission Critical Community (*) Open Group Agreements Classic or Standard Community (*) Closed Group Agreements (*) Correct 18. There are no call restrictions with other members at the TSANet Mission C ritical level Mark for Review (1) Points

True (*) False Correct 19. Which of the following statements regarding enrollment in the Multi-Vendo r Support Program (MVSP) is NOT true? Mark for Review (1) Points Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVS P portal page on OPN. The MVSP is offered as a value-added benefit at no additional costs to Oracl e Partners as part of their OPN membership. A Partner should enroll in the MVSP proactively if they provide support serv ices to mutual customers. Useful MVSP enrollment information can be found on the OPN portal under Supp ort > Learn About Support Offerings and Benefits. A partner should wait to enroll in the MVSP until they encounter a multi-ven dor support issue from a mutual customer. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

Oracle Support Basics (Answer all questions in this section) 20. True or False? An SR should be escalated when the severity assigned does not reflect the true business impact Mark for Review (1) Points True False (*) Correct

Page 2 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Oracle Support Basics (Answer all questions in this section) 21. Which of the following is not the responsibility of a Support Engineer? Mark for Review (1) Points Educate customers on how to use the products (*) Contribute to the knowledge base content Provide resolutions or workarounds Respond to new incoming SRs Correct 22. True or False? The most effective way to escalate an SR is to contact you r Oracle Partner Manager Mark for Review (1) Points True False (*) Correct 23. Which of the following would not be a valid reason to escalate the SR? M ark for Review (1) Points Project deadline is within 10 days SR was raised at wrong severity (*) Encountered critical roadblock Dissatisfied with response Correct

24. True or False? Escalating an SR and raising the severity of a SR have exa ctly the same impact Mark for Review (1) Points True False (*) Correct

My Oracle Support (Answer all questions in this section) 25. Oracle recommends that customers install CPU Patches immediately Mark fo r Review (1) Points True (*) False Corrrect 26. You can search for particular Document ID using PowerView Mark for Revie w (1) Points True False (*) Corrrect 27. The Service Request Home Page contains Service Requests, Draft Service Re quests and Bug Summary Mark for Review (1) Points True (*) False Corrrect 28. Lifecycle PowerView Filter requires Configuration Mark for Review (1) Points True (*) False

Incorrect. Refer to the Using PowerView in My Oracle Support training for more information

My Oracle Support Community (Answer all questions in this section) 29. Participation in My Oracle Community has some guidelines. My Oracle Suppo rt Community is NOT for: Mark for Review (1) Points (Choose all correct answers) Resolving issues which may be time sensitive. (*) Sharing offensive or inappropriate material. (*) Sharing your ideas about Oracle and our products. Disparaging Oracle, its products, employees, customers, partners or anyone e lse. (*) Interacting with other members of the Oracle Support community. Incorrect. Refer to the My Oracle Support Community training for more info rmation. 30. You can set up your user profile in My Oracle Support Community by Mark for Review (1) Points (Choose all correct answers) Clicking on the my Profile link in the upper right hand corner of the page (*)

Logging into www.oracle.com and setting up your profile User profile cannot be customized in My Oracle Support Community Clicking on the Profile tab directly (*) Using the My Oracle Support profile Incorrect. Refer to the My Oracle Support Community training for more info rmation.

Page 3 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) My Oracle Support Community (Answer all questions in this section) 31. Your Personal Information region in User Profile in My Oracle Support Com munity contains Mark for Review (1) Points (Choose all correct answers) Name (*) Email (*) Phone (*) Race None of the Above Incorrect. Refer to the My Oracle Support Community training for more info rmation. 32. In My Oracle Support Community, you can turn off your Subcription Mark f or Review (1) Points True (*) False Correct 33. This is the region where My Oracle Support Community members can follow a s their rank grows through their continued community participation. Mark for Re view (1) Points

The Tags region The Rank region (*) The Recent content region The Getting started region The News and Announements region Incorrect. Refer to the My Oracle Support Community training for more info rmation. 34. My Oracle Support Community is set-up using Categories, Communities, Disc ussions, and Threads. Mark for Review (1) Points True (*) False Correct

Oracle Collaborative Support Program (Answer all questions in this section) 35. Oracle Collaborative Support is accessed via which of the following: Mar k for Review (1) Points My Oracle Support (*) Oracle.com OPN Google Tools None of the Above Correct 36. To join a web conference , while , the Conference ID is the same as the S R# , the Conference Key is your Mark for Review (1) Points Partner ID Email Address CSI ( Customer Support Identifier) (*)

First name of the Employee joining OWC None of the above Correct 37. Your system must meet the following requirements to be able to run Oracle Web Conferencing Mark for Review (1) Points (Choose all correct answers) Windows 98 or later (*) Pop-up blocking must be disabled in your browser (*) Internet Explorer 5.5 or later (*) Microsoft Virtual Machine (VM) or Sun JRE (*) 1024 x 768 screen resolution (*) Incorrect. Refer to the Collaborative Support Program Overview training fo r more information.

Oracle Configuration Manager (Answer all questions in this section) 38. How often does OCM collect the auto-config data? Mark for Review (1) Points You run the OCM manually. Every 24 hours (*) Once a week As often as you want - you can set it up as a batch process. Every time you log an SR against that configuration. Corrrect 39. What do product alerts provide you with? Mark for Review (1) Points (Choose all correct answers) Critical alerts associated with a configuration. (*) Links to documentation. (*)

Links to the bug description. (*) Incorrect. Refer to the Software Config Manager training for more informat ion. 40. How are RDA generated configurations created? Mark for Review (1) Points Your My Oracle Support administrator creates them when they install OCM They are automatically generated when you run RDA. They are automatically created when you log an SR with an RDA output attache d. (*) Oracle Support Engineers create them when they connect using OWC. They are created when you install OCM. Corrrect

Page 4 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section) 41. I can use the Configuration Manager to compare configuration data changes between two dates Mark for Review (1) Points True (*)

False Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information. 42. While reviewing details of a configuration, I am able to create a service request without having to go to the Service Request tab in My Oracle Support M ark for Review (1) Points True (*) False Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information. 43. What type of information is being collected by the Collector? Mark for R eview (1) Points (Choose all correct answers) Selected passwords Patches (*) Oracle configuration data (*) Application data Host information (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information.

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) 44. Which following statement are correct for the priority routing of SR with asociated configuration? Mark for Review (1) Points (Choose all correct answers) Support engineers will work the SR at 24x7 Troubleshooting is easier and faster than the same type of issue without an associated configuration (*) Oracle will give a higher priority to your Service Requests when associated with a configuration (*)

Provides better information to our Support Engineers (*) Incorrect. Refer to the Service Request Priority Routing Using Configurati on Manager training for more information.

Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section) 45. What are the three steps required to get the RDA report for Oracle Suppor t Mark for Review (1) Points Any one of the above method can be used Download the agent from My Oracle Support, configure and upload done automat ically Download RDA from My Oracle Support, execute and attach the report to a Serv ice Request (*) Uncompress the RDA bundle in Oracle Home, execute and mail the report to the support engineer Open a web conferencing session with the support engineer. Engineer will exe cute and download the report from the customer's server Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 46. 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 Peoplesoft RDA for E-Business Suite (*) RDA for Siebel RDA for Server Technology (*) Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 47. Only Unix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RAC environment Mark for Review (1) Points

True (*) False Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 48. Which of the following is supported by RDA Mark for Review (1) Points Oracle RDBMS Enterprise Edition Oracle RDBMS Standard Edition Oracle Data Mining and Warehousing Oracle Identity Management All of the above (*) Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information.

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 49. 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 (*) OCS session arranged An additional business case Authorisation from your Oracle Account Manager Incorrect. Refer to the How to Escalate a Service Request within Oracle Su pport training for more information. 50. A Customer should ensure the following before requesting for a Service Re quest Escalation Mark for Review (1) Points Review the Service Request for correctness of problem statement Update SR with business impact Update SR with milestone date

Assess the appropriateness of severity level All of the above (*) Incorrect. Refer to the How to Escalate a Service Request within Oracle Su pport training for more information.

Page 5 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 51. To define the difference between mediocre companies, poor performers and Market Leaders Mark for Review (1) Points (Choose all correct answers) Understand the difference between customer s needs and wants (*) Set reasonable and measureable expectations with their customers (*) Understand the concept that business cannot exist without satisfied customer s who help sustain revenues (*) Create world-class customer contact (*) Know when to say no professionally to customer requests and providing altern ate solutions (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practic es training for more information.

52. Which of the following statements are true and will make happy customers more happier. (Select all that applies). Mark for Review (1) Points (Choose all correct answers) Keep track of the things you have done in the past to make them happy; do mo re of the same (*) Most customers gladly will accept any documentation or materials you believe may help them utilize their software more efficiently. (*) Provide your customers with new product or service information before it is widely disseminated. (*) Understand your customers plans for future utilization, expansion and make th e appropriate recommendations for upgrading to newer or different software or re leases. (*) Strive toward making your relationships with your customers true partnership s rather than that of just a vendor-customer (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practic es training for more information. 53. Benefits of Customer Soft-Skills training program will enable partners to : Mark for Review (1) Points (Choose all correct answers) Become recognized part of a high performing organization (*) Help to develop and improve skills communications (*) Better understand customer expectations (*) Create a supreme ownership experience to their end customers (*) Achieve industry leadership (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practic es training for more information. 54. Understand the difference between what your customers want and what your customers need helps provide positive customer experience. Providing targeted in formation and advice they can use them to focus more on what they need than on w hat they think they want. Mark for Review (1) Points True (*) False Incorrect. Refer to the Customer Service Soft-skills Training Best Practic

es training for more information.

R12 Payables (Answer all questions in this section) 55. The following are upgrade considerations for supplier integration with TC A. Select all that applies. Mark for Review (1) Points (Choose all correct answers) Existing tables that hold supplier information will be moved to a new set of tables (*) Each supplier is associated with a party & the supplier site will party side (*) Supplier merge should be performed before party merge (*) When supplier/site are merged the associated party/party site does not chang e (*) Existing supplier, sites and contacts will be migrated to TCA (*) Incorrect. Refer to the R12 Payables training for more information. 56. One business benefit of supplier integration with TCA is the trading comm unity model a highly flexible architecture that allows you to: Mark for Review (1) Points (Choose all correct answers) accurately represent the complex relationships among entities (*) Added tax registrations and settings Services Tolerance template assignment Payment enhancements fully model the real world entities (*) Incorrect. Refer to the R12 Payables training for more information. 57. List the benefits of the invoice lines in R12 Payables. Mark for Review (1) Points (Choose all correct answers) Better accounting mechanism (*) Resembles the real life model (*)

Easy and flexible data entry (*) Ability to capture & view information about the invoice (*) Easier approach to handle special invoice (*) Incorrect. Refer to the R12 Payables training for more information.

R12 Support Resources (Answer all questions in this section) 58. TRUE or FALSE. Planning Your Oracle E-Business Suite Upgrade from Release 11i to Release 12.1 offers best practice advice to customers currently on Relea se 11i who are planning a Release 12.1 upgrade. IT professionals involved with p lanning, managing, or running a Release 12.1 upgrade project are the primary aud ience. Mark for Review (1) Points True (*) False Incorrect. Refer to the R12 Support Resources training for more informatio n. 59. TRUE or FALSE. In each information center, it provides eBusiness release highlights. Highlight contains announcements, best practices guides, release con tents or value proposition for the application version of that information cente r. Mark for Review (1) Points True (*) False Incorrect. Refer to the R12 Support Resources training for more informatio n. 60. Once installed this tool offers project management capabilities, time bas ed reporting, identification of all the necessary steps, pre-requisites and patc hes in order to perform an upgrade. Mark for Review (1) Points Support Diagnostics Maintenance Wizard (*) Configuration Manager Remote diagnostic Agent ORA-600/7445 Lookup Tool

Incorrect. Refer to the R12 Support Resources training for more informatio n.

Page 6 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Creating Customer Value (Answer all questions in this section) 1. It is an integrated, multichannel, online collaboration portal that levera ges the latest Web 2.0 technologies to provide real-time access to Oracle s knowle dge repository. It is a venue where customers exchange knowledge with an extensi ve network of peers and Oracle experts. Mark for Review (1) Points DB Upgrade companion Maintenance Wizard My Oracle Support Community (*) Support Diagnostics Tools Configuration manager Corrrect 2. This online assessment tool is designed to share Global Software Support g ood practices across 5 domains - Strategy, Process, People, Technology and Gover nance with the goal to help customers get maximum value from their Oracle invest ments Mark for Review (1) Points Customer Success Self-Assessment (*)

Sustaining Support Transfer of Information (TOI) Customer Services Catalog Newsletters Corrrect 3. 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 Correct 4. This is another resource available to customers designed to promote awaren ess and understanding of the available support tools and resources to allow you to get the most out of your support investment. Mark for Review (1) Points Newsletters Customer Services Catalog Support Process and Tools advisor webcasts (*) Transfer of Information (TOI) Sustaining Support Corrrect 5. When using the Configuration Manager this region provides the opportunity to share with Oracle Support the details of what is going on within your configu rations. your support engineer not only has access to your environment details w hen working an issue. Engineers have visibility (through projects). Mark for Re view (1) Points Projects region (*) News region Draft Service Request region Getting started region Knowledge region

Corrrect 6. Identify the support model described: This support model centered around r eactively 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 7. List ALL what is is available within the eview (1) Points (Choose all correct answers) Contains valuable information to assist new users in navigating the portal a nd 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 informat ion 8. Identify the support model described: Support model that provides informat ion about the latest issues and patches, then you as a customer review what solu tions 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 Getting Started region. Mark for R

Correct 9. The My Oracle Support framework was created using FLEX Technology from Ado be. Using the Flash viewer allowed the flexibility to design a system that is ve ry user friendly. Mark for Review (1) Points True (*) False Correct 10. This stage of Life time Support provides maintenance and support of Oracl e 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

Page 1 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0)

Creating Customer Value (Answer all questions in this section) 11. This is Oracle's simple, predictable, and the most comprehensive policy a vailable, 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 Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. Mark for Review (1) Points True False (*) Corrrect 13. Extended Support is provided for an how many additional years after Premi er Support ends? Mark for Review (1) Points 8 Years 5 years 3 years (*) No limit 1 Year Corrrect 14. While in Sustaining Support, the pricing is equal to pricing as if in Pre mier Support Mark for Review

(1) Points True (*) False Corrrect

MVSP Overview (Answer all questions in this section) 15. Which of the following is the support challenges at the multiple vendor c omputing 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 (*) Correct 16. which year was TSANet established? Mark for Review (1) Points 1993 (*) 1992 1990 1994 1991 Correct 17. MVSP can be a replacement for support Mark for Review (1) Points True False (*) Correct

18. Which of the following statements reflect the value proposition to our Mu tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Improves response by having all parties involved in the collaboration. (*) Increases the time to implementation for multi-vendor solutions. Strives to prevent the frustration of finger-pointing oves overall satisfaction. (*) between vendors and impr

Provides enhanced support value for multi-vendor implementations. (*) Increases the risk and costs associated with owning multi-vendor solutions. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 19. Under MVSP model, customer call a vendor for a problem. While the support analyst decides involvement from another vendor, he will log SR to another vend or, then customer follow the SR to another vendor. Mark for Review (1) Points True False (*) Correct

Oracle Support Basics (Answer all questions in this section) 20. 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 7-14 days before the milestone (*) As soon as the SR is raised 2 days before the milestone 24 hours before the milestone Correct

Page 2 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Oracle Support Basics (Answer all questions in this section) 21. 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 22. Which of the following is not the responsibility of a Support Engineer? Mark for Review (1) Points Contribute to the knowledge base content Educate customers on how to use the products (*) Provide resolutions or workarounds Respond to new incoming SRs Correct 23. How long will a Oracle Collaborative Support session last? Mark for Revi ew (1) Points

Unlimited Up to 1 hour Will take 20 minutes butmaybe dependent on the engineer who is doing the OCS . (*) Up to 5 minutes Correct 24. What is Oracle's on-line Support Service? Mark for Review (1) Points Service Request My Oracle Support (*) OPN Premier Correct

My Oracle Support (Answer all questions in this section) 25. You can search for particular Document ID using PowerView Mark for Revie w (1) Points True False (*) Corrrect 26. Patch Plan shows the planned releases of patches for the different Oracle Product Lines Mark for Review (1) Points True False (*) Corrrect 27. Oracle recommends that customers install CPU Patches immediately Mark fo r Review (1) Points

True (*) False Corrrect 28. In what ways can you customize your dashboard Mark for Review (1) Points Minimize and maximize regions Drag and drop regions Sort attributes ascending or descending None of the above All of the above (*) Incorrect. Refer to the My Oracle Support training for more information.

My Oracle Support Community (Answer all questions in this section) 29. In My Oracle Support Community, once you subscribe, all community content , including discussions, documents, community lists, and top participants will b e filtered by your subscription Mark for Review (1) Points True (*) False Correct 30. You can set up your user profile in My Oracle Support Community by Mark for Review (1) Points (Choose all correct answers) User profile cannot be customized in My Oracle Support Community Logging into www.oracle.com and setting up your profile Clicking on the Profile tab directly (*) Using the My Oracle Support profile Clicking on the my Profile link in the upper right hand corner of the page (*)

Correct

Page 3 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) My Oracle Support Community (Answer all questions in this section) 31. The main idea behind the My Oracle Support Community is to connect people and to develop information. Oracle does this by using tools such as discussion forums, document exchange, tagging, searching, and messaging. Mark for Review (1) Points True (*) False Correct 32. This tab in My Oracle Support Community shows recently created communitie s content. Mark for Review (1) Points Discussions and Documents tab (*) People finder tab Tags tab Profile tab Private Messages tab

Correct 33. In My Oracle Support Community, you can turn off your Subcription Mark f or Review (1) Points True (*) False Correct 34. In My Oracle Support Community, 1,000-2,499 point value under the Rewards and Recognition program moves you to Mark for Review (1) Points Ace Director tier Oracle Expert tier (*) Oracle Pro tier Oracle Journeyman tier Oracle Guru tier Correct

Oracle Collaborative Support Program (Answer all questions in this section) 35. 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 Correct 36. Oracle Web Conferencing allows you to do the following Mark for Review (1) Points Save a screen snapshot Share an application Share Document

Draw on the whiteboard All of the above (*) Incorrect. Refer to the Collaborative Support Program Overview training fo r more information. 37. In the OWC Toolbar , click on the following to enable Desktop Sharing Ma rk for Review (1) Points Chat icon Conference Details button Share Entire Desktop Share 'Nothing' Attendee drop down list Correct (*)

Oracle Configuration Manager (Answer all questions in this section) 38. What are the different types of configurations? Mark for Review (1) Points (Choose all correct answers) Manually entered Automatically generated by RDA (*) Auto collected (*) Configs associated with projects All of these Incorrect. Refer to the Software Config Manager training for more informat ion. 39. Where should support agent be installed? Mark for Review (1) Points On the database server. On every machine on which the customer wants automically refreshed configura tions. (*)

On the web server. On every PC. On the applications server. Corrrect 40. How often does OCM collect the auto-config data? Mark for Review (1) Points You run the OCM manually. Every 24 hours (*) As often as you want - you can set it up as a batch process. Once a week Every time you log an SR against that configuration. Corrrect

Page 4 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section) 41. Service request reporting is available ONLY if we are using the Configura tion Manager Mark for Review (1) Points True

False (*) Correct 42. I can use the Configuration Manager to compare configuration data changes between two dates Mark for Review (1) Points True (*) False Correct 43. What type of information is being collected by the Collector? Mark for R eview (1) Points (Choose all correct answers) Application data Patches (*) Oracle configuration data (*) Selected passwords Host information (*) Correct

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) 44. Once the Configuration information is uploaded the customer then can log Service Requests directly against an uploaded configuration right from the My Or acle Support Interface Mark for Review (1) Points True (*) False Correct

Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section)

45. Remote Diagnostic Agent output is encrypted and special privileges are re quired to view it. Mark for Review (1) Points True False (*) Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Scripts training for more information. 46. Which of the following is supported by RDA Mark for Review (1) Points Oracle RDBMS Enterprise Edition Oracle RDBMS Standard Edition Oracle Data Mining and Warehousing Oracle Identity Management All of the above (*) Correct 47. Name the two types/areas of the Remote Diagnostics Agent Mark for Review (1) Points (Choose all correct answers) RDA for Siebel RDA for Server Technology (*) RDA for E-Business Suite (*) RDA for Peoplesoft RDA for Service Requests Correct 48. What are the three steps required to get the RDA report for Oracle Suppor t Mark for Review (1) Points Download the agent from My Oracle Support, configure and upload done automat ically Open a web conferencing session with the support engineer. Engineer will exe cute and download the report from the customer's server

Any one of the above method can be used Uncompress the RDA bundle in Oracle Home, execute and mail the report to the support engineer Download RDA from My Oracle Support, execute and attach the report to a Serv ice Request (*) Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 49. You can expect the following after requesting for a Service Request escal ation 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 un derstanding. The manager provides you with an action plan The manager ensures that the appropriate resources are assigned and all acti ons are completed. All of the above (*) Correct 50. A Customer should ensure the following before requesting for a Service Re quest Escalation Mark for Review (1) Points Review the Service Request for correctness of problem statement Update SR with business impact Update SR with milestone date Assess the appropriateness of severity level All of the above (*) Correct

Page 5 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 60-question assessment test is the final component of the Oracle E-Busines s Suite Financial Management Support Specialist guided learning path. This asses sment will allow you to test your knowledge level of the information learned fro m the Oracle E-Business Suite Financial Management Support Specialist courses. P assing a >80% of this assessment makes you eligible to become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2.0) Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 51. Benefits of Customer Soft-Skills training program will enable partners to : Mark for Review (1) Points (Choose all correct answers) Create a supreme ownership experience to their end customers (*) Better understand customer expectations (*) Achieve industry leadership (*) Become recognized part of a high performing organization (*) Help to develop and improve skills communications (*) Correct 52. High Customer Satisfaction means: Mark for Review (1) Points (Choose all correct answers) Reducing the number of service requests (*) Reducing the time to resolve issues (*) Lowering the number of escalation (*) 1 & 2 only None of the above Incorrect. Refer to the Customer Service Soft-skills Training Best Practic

es training for more information. 53. Effective Communication skills are NOT essential in developing satisfied customers. Mark for Review (1) Points True False (*) Correct 54. The primary difference between making unhappy customers happy and making happy customers even happier is the point of initiation. With unhappy customers, even if you did not know why they were unhappy before speaking with them, you c an be certain that you soon will learn the reason for their unhappiness. Once yo u know why they are unhappy, it is relatively easy to plot a course of action to convert them into a happy customer. Mark for Review (1) Points True (*) False Correct

R12 Payables (Answer all questions in this section) 55. What does TCA stands for? Mark for Review (1) Points Trading Capable Architecture Trading Community Architecture (*) True Capable Architecture Time Community Architecture True Community Architecture Correct 56. When upgrading to supplier integrated with TCA existing supplier, sites a nd contacts will be migrated to TCA. Mark for Review (1) Points True (*) False

Correct 57. Select all the process changes which are applicable in R12 Payables Invoi ce lines. Mark for Review (1) Points (Choose all correct answers) Invoice line can be matched against a PO shipment or a receipt (*) Charges can be entered at the line level and then prorated across all items lines (*) Invoice workbench now contains header & multi-record representation for line s (*) New forms to perform price/quantity corrections (*) Freight can be entered at the header and then prorated across all item lines (*) Correct

R12 Support Resources (Answer all questions in this section) 58. TRUE or FALSE. Oracle E-Business Suite Upgrade Resources is a step-by-ste p guide is a consolidated list of information that helps you to evaluate and pla n your upgrade project.? This guide follows the structured project phases that y ou are familiar with. Mark for Review (1) Points True (*) False Correct 59. TRUE or FALSE. Planning Your Oracle E-Business Suite Upgrade from Release 11i to Release 12.1 offers best practice advice to customers currently on Relea se 11i who are planning a Release 12.1 upgrade. IT professionals involved with p lanning, managing, or running a Release 12.1 upgrade project are the primary aud ience. Mark for Review (1) Points True (*) False Correct

60. These are valuable tools provided by Oracle Support to ease the gathering and analyzing of information from your eBusiness Suite specific to an existing issue or setup. Mark for Review (1) Points Support Diagnostics (*) Script Checker Utility Change Assistant ORA-600/7445 Lookup Tool Application Deployment Manager Correct

Page 6 of 6