Oracle Exadata Database Machine Field Delivery Support Consultant - Online Assessment

Test : Oracle Exadata Database Machine Field Delivery Support Consultant Online Assessment
Passez en revue vos rponses, les commentaires en retour et les notes ci-dessous. Un astrisque (*) indique la
rponse correcte.
This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field
Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level
of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment
makes you eligible to become an Oracle Support Consultant for this subject matter.
WZD-SSX64-301: X64 Server System Overview
(Rpondez toutes les questions de cette section.)
1. A customer calls into the call center and says she has experienced a fan failure on
her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site service
to provide warranty service to replace the defective fan module number 4 on her
server. True or False - The fan replacement is a FRU?
Question revoir
(1) Points
Vrai
Faux (*)
Correct
2. A customer calls into the call center with an issue. He wants to upgrade the
memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some
assistance on how perform the upgrade. Which question needs to be answered
before the customer orders DIMMs for the upgrade?
Question revoir
(1) Points
Does the customer have DIMMs available to upgrade the system?

What is the current memory configuration? (*)
Where is the system located?
Does the system have a memory problem?
Correct
3. A customer calls into the call center with a memory upgrade question. The
customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170
M3 Server) and needs to know what 8 Gbyte memory to order. Select the problem
statement that characterizes the customer's problem.
Question revoir
(1) Points
Customer is requesting how to upgrade his memory

Customer is asking for the part number of the 8-Gbyte DIMM that he can
order (*)
Customer doesn't know what density of memory to order
Customer is asking what type of memory is in his server
Incorrect. Refer to the X64 Server System Overview training for more
information.
assistance on how perform the upgrade. Select the action plan that lists the steps
taken to solve the customer's problem.
Provided the customer with a link to the servers Service Manual.
Created and sent the customer an email with the memory replacement
procedure.
Provided the customer with a link to the servers System Handbook entry and
directed him to the Service Manuals memory population rules. (*)
Provided customer with the location of the of the memory replacement
procedure.
Question revoir
(1) Points
information.
5. Which x86 server uses AMD-based CPUs?
Question revoir
(1) Points
Sun Fire X2270 server

Sun Fire X4140 server (*)
information.
Page 1 sur 24
Suivant Rcapitulatif
rponse correcte.
server. Which problem statement characterizes the customer's problem?
Question revoir
(1) Points
Customer is reporting fan module failure

Customer is reporting fan module number 4 failure and is requesting on-site
support for replacement (*)
Customer is requesting on-site support for a server cooling problem
Customer is reporting server cooling problems and is requesting on-site
support for replacement
Correct
7. A customer calls into the call center to ask a question about setting up a server.
The customer wants to know which ports to use to configure the server, where
the ports are located, and how to access them. What are the most effective
locations to find information related to this problem (select 2)?
(Choisir toutes les rponses correctes)
http://my.oracle.com
https://support.us.oracle.com/handbook_internal/index.html (*)
http://oraclecorp.com
http://www.oracle.com/technetwork/documentation/index.html (*)
Correct
Question revoir
(1) Points
8. A customer calls into the call center with a question. The customer wants to
prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3)
rackmount server, but has misplaced the documentation. The customer's
immediate needs are the dimensions, weight and power requirements of the unit.
According to your resources, what is the weight of this server?
Question revoir
(1) Points
46.6 lb/21.1 kg fully populated

66.1 lb/30 kg fully populated
70 lbs/31.8 kg fully populated (*)
56.3 lb./25.6 kg fully populated
information.
M3 Server) and needs to know what 8 Gbyte memory to order. Which action plan
lists the steps taken to solve the customer's issue?
Question revoir
(1) Points
Provided customer with memory option number 7100790. (*)

Dispatched field engineer to upgrade customer memory
Sent memory upgrade to customer
Took customer's order for memory upgrade
information.
the ports are located, and how to access them. Which action plan lists the steps
taken to solve the customer's problem?
Question revoir
(1) Points
Informed customer that the port to use was one of the Ethernet ports and
provided the default account number (root) and password (changeme)
Provided customer with the location of the serial port to access ILOM, the
serial cable to use, the need for a terminal server on the laptop, along with
the default account (root) and password (changeme). (*)
Provided customer with system password
Dispatched field engineer to assist customer in configuring system
Correct
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rponse correcte.
the ports are located, and how to access them. Which port should be accessed
first?
Question revoir
(1) Points
Ethernet port
Serial Management port (*)
Video port
Network Management port
Correct
Which problem statement characterizes the customer's problem?
Question revoir
(1) Points
Customer does not know the weight and dimensions of this server
Customer did not have the installation documentation to be able to find the
dimensions, weight, and power requirements for this server (*)
Customer needs a server installed
Customer needs installation documentation to look up the specifications he
needs
Correct
the ports are located, and how to access them. What documentation would you
recommend to the customer for information about the server configuration (select
2)?
Question revoir
(1) Points

Administration Guide
Startup Guide
Installation Guide (*)
ILOM Guide (*)
information.
assistance on how perform the upgrade. What is the most effective location to
find information related to this problem?
Question revoir
(1) Points
http://www.oracle.com
http://ilearning.oracle.com
http://www.oracle.com/technetwork/indexes/downloads/index.html
information.
M3 Server) and needs to know what 8 Gbyte memory to order. How many
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(1) Points
memory slots are supported by this server?

16 (*)
4
8
32
Correct
Prcdent
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rponse correcte.
WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues
16. A customer calls into the service center and reports that his Sun Fire X4200
Server cannot access the LSI Configuration utility when CNTRL-C is applied while
booting the server What is called out by the document as the root cause of the
problem?.
Question revoir
(1) Points
DIMM
CPU
Motherboard
Firmware (*)
Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues
training for more information.
17. Which document would you use to find the rack mount procedure of the Sun
Server X3-2L (Sun Fire X4270 Server M3)?
Question revoir
(1) Points
OS Installation Guide
Service Manual
Getting Started Guide
18. A customer called the service center indicating that the Pc Check diagnostic
scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The
customer recently upgraded the memory on this server). Which document may
relate to the customer's issue?
Doc ID 1000523.1 (FAB) (*)
Question revoir
(1) Points
Doc ID 1369835.1 (Alert)

Doc ID 1001128.1 (FAB)
Doc ID 1001342.1 (FAB)
Correct
19. A customer called the service center and is complaining that his Sun Blade X6250
server blades on his Sun Blade 6000 Modular System are intermittently shutting
down. Which document would relate to the customer's issue?
Question revoir
(1) Points
Doc ID 1019279.1 (FAB)

Doc ID 1397124.1 (ALERT)
Doc ID 1001128.1 (FCO) (*)
(Doc ID 1019713.1 (FAB)
20. Which document would you use to find the memory population rules of the Sun
Blade X6275 Server Module?
Question revoir
(1) Points
Sun Blade X6275 Server Module Service Manual (*)

Sun Blade X6275 Server Module Installation Guide
Sun Blade X6275 Server Module OS Installation Guide
Sun Blade X6275 Server Module Product Notes
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rponse correcte.
21. If a customer has a failure of a Sun Server X3-2L (Sun Fire X4270 Server M3 )
power supply, what link within the system handbook can you reference to find a
part number for a replacement ?
Problem Resolution
Full Components List (*)
Hardware Specifications
Field Action Bulletins (FABs)
Question revoir
(1) Points
Correct
booting the server Can the BIOS and LSI firmware be updated if you use the
latest ILOM software package (True or False)?
Question revoir
(1) Points
Vrai (*)
Faux
23. Which of the following cannot be found within an Installation Guide?
Question revoir
(1) Points
All of the above

Product replacement procedures (*)
Product specifications
Product installation procedures
customer recently upgraded the memory on this server). Which component is
called out by the document as one of the root causes of the problem?
Question revoir
(1) Points
Older PC Check versions (*)

OS software
SP and ILOM firmware
SP and BIOS firmware
down. Select the action plan that lists the steps taken to solve the customer's
problem.
Question revoir
(1) Points
The Doc ID 1001128.1 (FCO) is a possible cause and solution to the

customers problem. This FAB was referenced in the call. (*)
The Alert 243486 is a possible cause and solution to the customers problem.
This Alert was referenced in the call.
Provided the customer with the document that lists the steps to solve his
problem.
Ordered a new power supply for the customer.
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rponse correcte.
26. Which of the following can be included in FABs?
Question revoir
(1) Points
Field Information Notice (FINs)

All of the above (*)
Hardware issues
Field Change Orders (FCOs)
down. Which component is called out by the document as the source of the
problem?
Question revoir
(1) Points
Chassis slot
Fans
Server blade
Power supplies (*)
customer recently upgraded the memory on this server). Which problem
statement characterizes the customer's problem?
Question revoir
(1) Points
Customers ILOM firmware needs to be upgraded.

Customer BIOS firmware needs to be upgraded.
Customer is having memory problems..
Customers PcCheck does not recognize a faulty DIMM. (*)
booting the server. Which document may relate to the customer's issue?
Doc ID 1017415.1 (FAB)
Doc ID 1000873.1 (FAB)
Doc ID 1000817.1 (FAB) (*)
Doc ID 1001307.1 (FAB)
Question revoir
(1) Points
customer recently upgraded the memory on this server). Possible impacts include
replacement of the wrong DIMMs when PcCheck is used to diagnose a memory
problem(True or False)?
Question revoir
(1) Points
Vrai (*)
Faux
Prcdent
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rponse correcte.
WZD-SSX64-303: X64 Server Locating and Interpreting Service Procedures
31. Which is the user interface software for the IPMI utility?
Question revoir
(1) Points
IPMIAccess
IPMIInterface
IPMIUser
IPMITool (*)
Incorrect. Refer to the X64 Server Locating and Interpreting Service
Procedures training for more information.
32. A customer called the service center and reported an OS error message that
indicates that power supply 0 of their X4240 server has failed and is offline. The
X4240 is still running but the customer wants to replace the power supply without
disturbing the server's operation, to re-establish the power redundancy. Select the
one most appropriate action plan based on the customers information and the
solution to their problem.
Verified that a power supply hot swap replacement can be performed on the
customer's X4240 server then sent an Oracle field person to perform the
replacement. (*)
Provided the customer with the location of the procedure to use to perform
the replacement along with the part number of a replacement power supply.
Verified that a power supply hot swap replacement can be performed on the
customer's X4240 server, then sent the customer the documents that contain
the power supply replacement procedure.
Sent an Oracle field person out to the customer site to perform the power
supply replacement.
Question revoir
(1) Points

disturbing the server's operation, to re-establish the power redundancy. Which
verifies the location of the failed power supply?
Question revoir
(1) Points
By executing the ILOM flash command to turn on the Service Required LED
All power supply LEDs are off
The power supply green OK LED is flashing
The power supply amber Service Required LED is lit (*)
Correct
34. A customer called the service center with a question on a server's network
management port. The customer is trying to configure his network management
port on his X4540 server so that he can access it from his management network.
He is not familiar with the network management facility and commands he needs
to perform. Select the one most appropriate action plan based on the customers
information and the solution to their problem.
Question revoir
(1) Points
Informed the customer that he should use service and installation manual for
the network configuration procedures and pointed out that he should access
the serial port to configure the network port. (*)
Informed the customer that he should use service and installation manual to
locate the procedure on configuring the network port.
Collected and reported the customer's network parameters and passed this
call to the back-line engineers.
Sent an Oracle field person out to the customer site to perform the
configuration of the network management port.
to perform. Which document contains the procedures to perform this task?
Question revoir
(1) Points
Programming manual
FABs and Alerts
OS Installation manual
Service and HW Installation manual (*)
Prcdent
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rponse correcte.
to perform. Select the problem statement that characterizes the customer's
problem.
Question revoir
(1) Points
Customer needs assistance configuring the serial management port.

Customer needs an Oracle field person to configure his network
management port to his management network.
Customer needs assistance configuring a network port.
Customer needs assistance configuring the network management port into
his management network. (*)
to perform. Which list of commands does the customer use to configure and
activate the management network port using a static IP address?
Question revoir
(1) Points
cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg

pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg
commitpending=true
set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set
pendingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set
commitpending=true
pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static
pendingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set
commitpending=true (*)
information can determine whether the Alert with Doc ID 1020437.1 applies to
this server?
Question revoir
(1) Points
Has this power supply failed in the past?

Whether the power supply is AC or DC
The part number and date code of the power supply (*)
The manufacturer of the power supply
Correct
Question revoir
(1) Points
disturbing the server's operation, to re-establish the power redundancy. Select the
problem statement that characterizes the customer's problem.
Customer needs assistance installing a new power supply.
Customer needs an Oracle field person to replace the X4240 server power
supply without disturbing the server operation.
Customer needs an Oracle field person to replace the failed power supply.
Customer needs assistance in determining the procedure to replace power
supply 0 on the X4240 server using a hot swap action. (*)
to perform. How would you describe the location of the network management
port to the customer?
Question revoir
(1) Points
The RJ-45 connector on the front of the server labeled SER MGT
The RJ-45 connector on the front of the server labeled NET MGT
The RJ-45 connector on the rear of the server labeled SER MGT
The RJ-45 connector on the rear of the server labeled NET MGT (*)
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rponse correcte.
to perform. Which port does the customer need to use to configure the network
management port?
Any of the network ports
USB port
NET0 port
Serial management port (*)
Question revoir
(1) Points
42. The Sun field technician needs assistance in ordering a replacement Sun Blade
X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B (X6270 M3)
server blade in the customer's chassis. Which action does NOT need to be
performed in the Sun Blade X3-2B (X6270 M3) removal process?
Question revoir
(1) Points
Power down the Sun Blade 6000 Modular System chassis (*)
Remove any front panel cabling
Pull open the server blade's top and bottom handles.
Hold down the power button on the server blade for 4 seconds or perform a
stop /SYS ILOM command
server blade in the customer's chassis. Which type of document provides the
procedure to perform the replacement task?
Question revoir
(1) Points
Installation manual
Alerts
Service manual (*)
Product notes page 10
Field Action Bulletins (FAB)
44. Which ILOM command or navigation path can display the current state of the
system indicators on a server or server blade?
Question revoir
(1) Points
System Indicators --> Indicators

cd /BRD/indicator ; show
System Monitoring --> Indicators (*)
cd /SYS/indicator ; display
server blade in the customer's chassis. Select the one problem statement that
characterizes the field technicians problem.
Field technician needs assistance identifying and ordering a replacement part
for a failed X6270 M3 server blade and assistance with its replacement. (*)
Field technician needs assistance in determining what is the replacement
part number for the X6270 M3 server blade.
Field technician needs to provide the customer the part number to a new
X6270 M3 server blade.
Field technician needs assistance replacing the X6270 M3 server blade as a
hot swap action.
Prcdent
Page 9 sur 24
Question revoir
(1) Points
rponse correcte.
WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures
46. A customer calls the service center with a suspected host memory error and
wants to know what diagnostics are available to diagnose the problem on a Sun
Server X3-2 (X4170 M3 server). Pc-Check does not have any memory test (True
or False)?
Question revoir
(1) Points
Vrai
Faux (*)
Incorrect. Refer to the X64 Server Locating and Interpreting
Troubleshooting Procedures training for more information.
47. A customer calls the service center with a fan failure message that involves fan
sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what
she should do at this point because the system is up and running. Select the
action plan that lists the steps taken to solve the customer's problem.
Question revoir
(1) Points
Collected the error information passed this issue to the backline engineers.
Sent the customer the links to the diagnostic guides and service manual.
Assisted the customer in locating the X4440 server failed fan module, then
recommended that he hot swap the failed fan module, since he has one in
stock. (*)
Assisted the customer in locating the X4440 server failed fan module, then
sent a Sun field technician to hot swap the failed fan module.
48. Which tool displays the server's hardware configuration on Solaris?
Question revoir
(1) Points
prtconfig
prtdiag (*)
config
ipconfig
Correct
wants to know what diagnostics are available to diagnose the problem on Sun
Server X3-2 (X4170 M3 server). Select the problem statement that characterizes
the customer's problem.
Customer needs assistance on how to locate a failed DIMM on his X4170 M3
server.
Customer needs assistance on how to upgrade his X4170 M3 server memory.
Question revoir
(1) Points
Customer needs assistance on which diagnostics are available to test his

X4170 M3 server memory. (*)
Customer needs someone onsite to diagnose and fix his X4170 M3 server
memory problem.
Correct
50. A customer called the support center with a supposed disk problem. He wants to
know which diagnostics are available to test a disk on a X2270 server. Which
diagnostic should you recommend that the customer use to exercise the Sun Fire
X2270 internal disks from the operating system?
Question revoir
(1) Points
POST
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)
Pc-Check
U-Boot
Correct
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rponse correcte.
diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot?
Question revoir
(1) Points
SunVTS
Pc-Check
POST
U-Boot (*)
52. A customer called the service center with a critical problem. He has an X4250
server that has been crashing intermittently after an Oracle technician upgraded
the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade.
Select the problem statement that characterizes the customer's problem.
Customers X4250 server is crashing intermittently since the CPUs were
upgraded from X6394As to X6398As. (*)
Customer wants a CPU upgrade from an X6394A to a X6398A on this X4250
server.
Customer's X4250 server CPU upgrade to an X6398A is causing his server to
crash.
Customer needs a field technician to reverse his X4250 server CPU upgrade
Question revoir
(1) Points
from an X6394A to an X6398A.

53. Where is Pc-Check program selected to execute from on the X6270 server blade?
Question revoir
(1) Points
BIOS
OS
ILOM (*)
OBP
Correct
she should do at this point because the system is up and running. When replacing
the failed fan module, what can be used to pinpoint the failed fan module?
Question revoir
(1) Points
fan fault LED flashing

fan OK LED flashing
fan fault LED ON (*)
fan Locator LED flashing
Correct
Which type of documents should you review to determine if there are any bugs
related to this issue?
Question revoir
(1) Points
ILOM manuals
Installation Manual
Service Manual
FABs and Alerts (*)
Prcdent
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rponse correcte.
56. Which are diagnostic supports a manual mode that allows the user to run
individual tests as well as test suites?
Question revoir
(1) Points
U-Boot
Oracle VTS
POST
Pc-Check (*)
57. A customer called the service center with a question on IPMI. The customer uses
IPMI to monitor the state of the servers at their site and wants to know if their
new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle
documentation that covers IPMI, and where they can get software to access
IPMI's user interface from their new server's OS. Where can the customer
download the IPMItool that has the latest Oracle compatible updates?
Question revoir
(1) Points
http://www.sunsolve.central.sun.com
http://www.oracle.com/technetwork/indexes/downloads/index.html (*)
http://www.ipmitool.sourceforge.net
http://www.ipmi.com
Correct
she should do at this point because the system is up and running. Once the
customer locates the physical failed fan module, what do you recommend the
customer do?
Question revoir
(1) Points
Hot swap the fan. (*)

Call in a field technician to replace the fan.
Shut down the server to replace the fan.
Wait for a maintenance period to shut down the server to replace the fan.
IPMI's user interface from their new server's OS. Select the one most appropriate
action plan based on the customers information and the solution to their problem.
Confirmed that the server supports IPMI and assisted the customer in
configuring IPMItool on their server.
Sent the customer the ILOM documentation that contains all they needed to
know about Oracle's implementation of IPMI.
Confirmed that the server supports IPMI, provided the customer with the
web site to the IPMItool, and directed the customer to the ILOM document
that has content on Oracle's implementation of IPMI. (*)
Confirmed that the server supports IPMI, provided the customer with the
web site to the IPMItool, and assisted the customer in configuring and
accessing the user interface.
Question revoir
(1) Points
IPMI's user interface from their new server's OS. What is the latest version of
IPMI that is supported on the X4270 M3 server?
Question revoir
(1) Points
2 (*)
1
2.5
1.5
Correct
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rponse correcte.
Exadata WBT ILT
61. Where is the "spine" switch located in the Exadata rack?
Question revoir
(1) Points
upper-middle
bottom (*)
lower-middle
top
Incorrect. Refer to the WZT-6404: Sun Oracle Database Machine: WBT
Differences Training Rev C training for more information.
62. The customer can choose between Solaris 11 Express and Oracle Enterprise Linux
for the Exadata X2-8 database servers.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
63. What external ports on the Exadata Database Machine are connected to the
customer's network?
GigE switch management uplink (*)
Question revoir
(1) Points
Storage Server Net Mgt port

KVM uplink port (*)
Database server data ports (*)
64. The Exadata Database Machine Half Rack configuration now ships with a 3rd
Infiniband Switch located at the bottom of the rack.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
65. What is the Net0 Ethernet port used for on a storage or database server?
Question revoir
(1) Points
data migration
data backup
data checks
administration (*)
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rponse correcte.
Exadata WBT ILT
66. The half-rack can be expanded by cabling additional half-racks together.
Question revoir
(1) Points
Vrai (*)
Faux
67. The Exadata X2-8 Database Machine is offered in a full-rack configuration only.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
68. Select two of the utilities that are available for administration of the Exadata
Database Machine.
Question revoir
(1) Points

CellCLI (*)
DOS
Dcli (distributed CLI) (*)
RDP
Correct
69. Which response is considered to be the "building block of the massively parallel
Exadata Storage Grid?
Question revoir
(1) Points
Exadata Database Server

Exadata Storage Server (*)
Infiniband Switch
F20 PCIe Flash Card
Correct
70. The Cisco Gigabit Ethernet Switch is used primarily to
Question revoir
(1) Points
Migrate data into the Database Machine

Balance out the rack air-flow
Administer the Database Machine (*)
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rponse correcte.
Creating Customer Value
71. This online assessment tool is designed to share Global Software Support good
practices across 5 domains - Strategy, Process, People, Technology and
Governance with the goal to help customers get maximum value from their
Oracle investments
Question revoir
(1) Points
Sustaining Support
Transfer of Information (TOI)
Customer Services Catalog
Newsletters
Customer Success Self-Assessment (*)
Incorrect, refer to the Creating Customer Value training for more
information
72. This is another resource available to customers designed to promote awareness
and understanding of the available support tools and resources to allow you to
get the most out of your support investment.
Question revoir
(1) Points
Sustaining Support
Newsletters
Support Process and Tools advisor webcasts (*)
information
73. This resource brings you news, technical content, and technical updates from the
various Oracle Support teams. They are created for the purpose of enhancing
your service experience with Oracle Support by proactively providing you with
valuable information.
Question revoir
(1) Points
Newsletters (*)
Sustaining Support
Lifetime Support Policy
information
74. This stage of Life time Support provides technical support, including access to our
online support tools, knowledge bases, and technical support experts. It is
available for as long as you license your Oracle products.
Premier Support
Extended support
Sustaining Support (*)
None of the above
information
Question revoir
(1) Points
75. This region contains the capability to drill down and see the details for any of the
systems in your collected configurations. You can compare point in time history of
your systems as well, allowing you to identify any changes that have occurred
over time.
Question revoir
(1) Points
Draft Service Request region

Systems region (*)
Getting started region
Service Request region
News region
information
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rponse correcte.
76. This is another resource containing recorded discussions during which
development outlines functionality included within new product releases.
Question revoir
(1) Points
Transfer of Information (TOI) (*)

Newsletters
Sustaining Support
information
77. 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.
Premier Support (*)
Extended support
Sustaining Support
None of the above
information
Question revoir
(1) Points
78. Identify the support model described: This support model centered around
reactively working customer issues. You work with support on the issue, identify a
solution, and then move to implement that solution.
Question revoir
(1) Points
Traditional support model (*)

Pro-active support model
Predictive support model
None of the above
All of the above
information
79. This region allows for quick and easy monitoring of all your open issues right at
the dashboard.
Question revoir
(1) Points

News region
Knowledge region
Service Requests region (*)
information
80. From this region you can drill down to specific dashboard where you will find the
details on what each health check was looking at, the potential system issues,
what risk is involved with the current setting and suggestions for how to mitigate
that risk.
Question revoir
(1) Points
System Health Region (*)

News Region
information
Prcdent
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rponse correcte.

81. 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).
Question revoir
(1) Points

News region
Knowledge region
Projects region (*)
information
Oracle's Lifetime Support Policy
82. It is Oracle's policy to force upgrades after a customer has had 10 years in
sustaining support.
Question revoir
(1) Points
Vrai
Faux (*)
Corrrect
83. Extended Support has a what % uplift over the current Premier support fee for
the first year of the Extended Support period.
Question revoir
(1) Points
20%
10% (*)
2%
5%
15%
Corrrect
84. Extended Support is provided for an how many additional years after Premier
Support ends?
Question revoir
(1) Points
3 years (*)
No limit
5 years
1 Year
8 Years
Corrrect
MVSP Overview
85. A "Mutual Customer" under the Multi-Vendor Support Program must have an
active support contract with BOTH Oracle and a participating Partner.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Prcdent
Page 17 sur 24
rponse correcte.
MVSP Overview
86. Which of the following is the support challenges at the multiple vendor computing
environment?
Question revoir
(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
Incorrect. Refer to the Multi-Vendor Support Program Overview training for
more information.
87. Which of the following statements regarding enrollment in the Multi-Vendor
Support Program (MVSP) is NOT true?
Question revoir
(1) Points
The MVSP is offered as a value-added benefit at no additional costs to Oracle

Partners as part of their OPN membership.
A Partner should enroll in the MVSP proactively if they provide support
services to mutual customers.
A partner should wait to enroll in the MVSP until they encounter a multivendor support issue from a mutual customer. (*)
Enrollment in the MVSP is easy by selecting the "Join Now" link from the
MVSP portal page on OPN.
Useful MVSP enrollment information can be found on the OPN portal under
Support > Learn About Support Offerings and Benefits.
more information.
88. Which of the following statements are Partner requirements for collaboration in
the Multi-Vendor Support Program (MVSP)?
Question revoir
(1) Points
Partner must direct Mutual Customers to contact Oracle Support directly on

Oracle-related issues.
As part of the MVSP, Partners have the option of collaborating with Oracle
Support on a Mutual Customer support issue.
Partner must provide and maintain standard contact and escalation
information for the MVSP. (*)
Partner must provide the Mutual Customers support identification number
when collaborating with Oracle Support. (*)
Partner must establish their own severity levels and response timeframes for
Mutual Customer support issues.
more information.
89. which year was TSANet established?
Question revoir
(1) Points
1994
1991
1992
1990
1993 (*)
more information.
Oracle Support Basics
90. Before raising an SR which of the following would you not need to do?
Question revoir
(1) Points
Ensure you understand the business impact

Check My Oracle Support for any resolutions to similar issues
Run diagnostic tools
Set up an Oracle Collaborative Support session (*)
Incorrect, refer to the Oracle Support Basics training for more information
Prcdent
Page 18 sur 24
rponse correcte.
91. When can you log a SR via My Oracle Support?
Question revoir
(1) Points
It depends on the level of your Support service

Every Day, 9am to 5.30 pm
24x7 (*)
Monday to Friday, 9am to 5.30 pm
Correct
92. Who controls My Oracle Support access for your CSI?
Question revoir
(1) Points
Oracle Sales team

Customer Users Administrator for your CSI (*)
Your Oracle Partner Manager
Oracle Support Engineer
93. When should a SR severity be changed?
Question revoir
(1) Points
Never
When escalating a SR
As soon as the SR is opened
When the impact on the business changes (*)
94. What is the most effective way to escalate a SR?
Question revoir
(1) Points
Update SR in My Oracle Support and then call into Support (*)

Call into Support
Update My Oracle Support
Via your Oracle Account Manager
95. True or False? The first level of escalation will bring Support Management
attention to your SR
Vrai (*)
Faux
Correct
Prcdent
Page 19 sur 24
Question revoir
(1) Points
rponse correcte.
96. True or False? The most effective way to escalate an SR is to contact your
Oracle Partner Manager
Question revoir
(1) Points
Vrai
Faux (*)
Correct
97. If you wish to escalate further up the Oracle Management chain what must you
have in place?
Question revoir
(1) Points
OCS session arranged

Authorisation from your Oracle Account Manager
Escalation contacts further up your internal organisation (*)
An additional business case
Correct
98. True or False? An SR should be escalated when the severity assigned does not
reflect the true business impact
Question revoir
(1) Points
Vrai
Faux (*)
My Oracle Support
99. When creating a new Service Request, you can autofill your request using

Existing Service Request (*)
Service Request Profile (*)
Default SR Profile
System Configuration (*)
Project Information
Corrrect
Question revoir
(0) Points
100. How many filters can you add using PowerView
Question revoir
(0) Points
5
10
1
None
As many as you need (*)
Corrrect
Prcdent
Page 20 sur 24
rponse correcte.
My Oracle Support
101. If the Patch Recommendation region is enclosed in an orange box and displays
Sample, this means that
Question revoir
(0) Points
Your CUA did not give you privilege to view Patch Recommendations
You did not properly set up your region to display Patch Recommendations
None of the Above
There are no recommended patches you need to install into your
environment
Your profile does not include a CSI with configuration data
collected/uploaded by collectors (*)
Corrrect
102. In what ways can you customize your dashboard
None of the above (*)

Minimize and maximize regions
Drag and drop regions
Sort attributes ascending or descending
All of the above
Corrrect
My Oracle Support Community
Question revoir
(0) Points
103. This is the region where the message from an Oracle Executive is often
highlighted.
Question revoir
(1) Points
The Spotlight region (*)

The Getting started region
The News and Announements region
The Tags region
The Recent content region
Correct
104. This tab in My Oracle Support community allows you to search or browse for
other members of the community
Question revoir
(1) Points
Tags tab
Discussions and Documents tab
People finder tab (*)
Private Messages tab
Profile tab
Incorrect. Refer to the My Oracle Support Community training for more
information.
105. The Main Community Home page or tab is comprised of a number of regions
including My Communities, Rank, Tags, Top Participants, Community Spotlight,
recent content, getting started, news and announcements, and events
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Prcdent
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rponse correcte.
106. True or False. Another community benefit is the Rewards and Recognition
Program. In this program, we find opportunities to recognize users for their
participation and success within the community.
Vrai (*)
Question revoir
(1) Points
Faux
information.
107. This is the region where the Community Members can follow as their rank grows
through their continued community participation.
Question revoir
(1) Points

The Tags region
The Rank region (*)
information.
108. The Main Community Home Page contains links to new member orientation
resources, recorded trainings, FAQs, and a variety of other helpful resources for
those of you just starting out in the communities.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Oracle Collaborative Support Program
109. 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.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
110. When you enroll for a free eSeminar, the Conference Key is sent through a
confirmation email.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Prcdent
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rponse correcte.
111. Oracle Collaborative Support uses industry standard Secure Socket Layer, or
SSL, with 128-bit encryption for transmitting encyrpted data securely.
Question revoir
(1) Points
Vrai (*)
Faux
Incorrect. Refer to the Collaborative Support Program Overview training for
more information.
How to Escalate a Service Request within Oracle Support
112. A Customer should ensure the following before requesting for a Service Request
Escalation
Question revoir
(0) Points
Update SR with milestone date

Assess the appropriateness of severity level
Update SR with business impact
Review the Service Request for correctness of problem statement
Correct
113. Escalation Process should be used for
Question revoir
(0) Points
Arranging for a call from Sales Team or your Account Manager

Increasing the severity of your Service Request to 1
All of the above
Arranging on-site assistance
Draw higher level of attention to business critical issue from Oracle Support
Management. (*)
Correct
Customer Service Soft-skills Training Best Practices
114. Customer Loyalty propels your company forward increasing sales and
profitability.
Question revoir
(1) Points
Vrai (*)
Faux
Incorrect. Refer to the Customer Service Soft-skills Training Best Practices
115. Effective Communication skills are NOT essential in developing satisfied
customers.
Question revoir
(1) Points
Vrai
Faux (*)
Prcdent
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rponse correcte.
116. Not having answers or know how to obtain information in a timely manner
contribute to customer frustration.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
117. Select ALL important points to consider to ensuring a productive relationship
with your customers.
Question revoir
(1) Points

Under promise and over deliver (*)
Teach and develop time-management skills for your employees
prioritization of tasks, urgency vs impact (*)
Plan and execute well by focusing on both proactive and reactive
techniques to minimize stress (*)
Teach the customer how to better interact with your processes (*)
Define and structure service provided what is provided and how, time
lines, milestones (*)
118. 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.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
119. It is good communication practice to train staff to shield customers from internal
issues maintain professionalism and confidence when in front of customer if
Question revoir
internal roadblocks are encountered.
(1) Points
Vrai (*)
Faux
120. Benefits of Customer Soft-Skills training program will enable partners to:
Question revoir
(1) Points

Help to develop and improve skills communications (*)
Better understand customer expectations (*)
Achieve industry leadership (*)
Create a supreme ownership experience to their end customers (*)
Become recognized part of a high performing organization (*)
Prcdent
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Rcapitulatif
rponse correcte.
M3 Server) and needs to know what 8 Gbyte memory to order. Which type of
DIMMs does this server support?
Question revoir
(1) Points
DDR2
DDR3 (*)
FBDIMM
DDR1
Correct
server. Which action plan lists the steps taken to solve the customer's problem?
Question revoir
(1) Points
Verified that the customer has no support contract but we have done free
parts replacement for this customer in the past so we dispatched field person
with a FRU to replace the part.
Dispatched TSC person with a CRU to replace the part.
Explained to the customer that the part is a CRU and will be dispatched to
them as parts-only for the customer to replace (*)
Dispatched field person with a FRU to replace the part.
Correct
assistance on how perform the upgrade. Select the action plan that lists the steps
taken to solve the customer's problem.
Question revoir
(1) Points
Provided the customer with a link to the servers System Handbook entry and
directed him to the Service Manuals memory population rules. (*)
Provided customer with the location of the of the memory replacement
procedure.
Created and sent the customer an email with the memory replacement
procedure.
Provided the customer with a link to the servers Service Manual.
Correct
Per your resources, what is the rack unit capacity of this server?
Question revoir
(1) Points
1U rack server
4U rack server
8U rack server
2U rack server (*)
Correct
server. Which link provides direct access to a document repository that contains
documents on fan replacement procedures?
Question revoir
(1) Points
http://my.oracle.com/index.htm
http://my.oracle.com/site/pd/sss/products/index.html
http://www.oracle.com/technetwork/indexes/documentation/index.html (*)
Correct
Page 1 sur 24
rponse correcte.
6. Which rackmount server supports a service processor on an optional daughter
card?
Question revoir
(1) Points
Sun Fire X4450

Sun Fire X2250
Sun Blade X6275
Sun Fire X4240
Sun Fire X2270 (*)
Correct
According to your resources, what is the weight of this server?
Question revoir
(1) Points
70 lbs/31.8 kg fully populated (*)

46.6 lb/21.1 kg fully populated
66.1 lb/30 kg fully populated
56.3 lb./25.6 kg fully populated
Correct
assistance on how perform the upgrade. Which question needs to be answered
before the customer orders DIMMs for the upgrade?
Question revoir
(1) Points
Does the system have a memory problem?

What is the current memory configuration? (*)
Does the customer have DIMMs available to upgrade the system?
Where is the system located?
Correct
Select the action plan that lists the steps taken to solve the customer's problem.
Provided the customer with the link to the servers System Handbook and
guided the customer to where the dimensions, weight and power
requirements of this server could be found. (*)
Directed the customer to the Oracle Documentation website.
Provided the information to the customer from the getting started guide for
this server.
Question revoir
(1) Points
Passed the customer issue to the back-line engineers.

Correct
the ports are located, and how to access them. What are the most effective
locations to find information related to this problem (select 2)?
Question revoir
(1) Points

http://www.oracle.com/technetwork/documentation/index.html (*)
http://oraclecorp.com
http://my.oracle.com
Correct
Prcdent
Page 2 sur 24
rponse correcte.
assistance on how perform the upgrade. What type of documents provide
information to resolve the customer's problem (select 2)?
Question revoir
(1) Points

Programming Manual
Product notes
Service Manual (*)
Administration Manual
Installation Manual (*)
information.
assistance on how perform the upgrade. What is the most effective location to
find information related to this problem?
http://ilearning.oracle.com
Question revoir
(1) Points
http://www.oracle.com/technetwork/indexes/downloads/index.html
Correct
server. Using your resources, what is the correct part number for the replacement
fan module?
Question revoir
(1) Points
541-2125
541-3539 (*)
371-4679
541-2112
541-2802
Correct
server. True or False - The fan replacement is a FRU?
Question revoir
(1) Points
Vrai
Faux (*)
Correct
15. Which disk bus is supported on the Sun Fire X2270 server without adding addition
PCIe cards?
Question revoir
(1) Points
SCSI
IDE
SAS
SATA (*)
Correct
Prcdent
Page 3 sur 24
rponse correcte.
16. Which of the following cannot be found within an Installation Guide?
Question revoir
(1) Points
Product replacement procedures (*)

Product specifications
All of the above
Product installation procedures
Correct
down. If you know this problem has occurred before, which type of document
may provide information to resolve the customer's problem (select 2)?
Question revoir
(1) Points

Administrative Guide
Alerts (*)
Installation Guide
Service manual
Field Action Bulletins (FAB) (*)
Correct
18. Which document would you use to find the rack mount procedure of the Sun
Server X3-2L (Sun Fire X4270 Server M3)?
Question revoir
(1) Points
Getting Started Guide

OS Installation Guide
Service Manual
Correct
booting the server. Which document may relate to the customer's issue?
Question revoir
(1) Points
Doc ID 1000873.1 (FAB)

Doc ID 1017415.1 (FAB)
Doc ID 1001307.1 (FAB)
Doc ID 1000817.1 (FAB) (*)
Correct
customer recently upgraded the memory on this server). Which document may
relate to the customer's issue?
Doc ID 1001128.1 (FAB)
Doc ID 1369835.1 (Alert)
Doc ID 1000523.1 (FAB) (*)
Question revoir
(1) Points
Doc ID 1001342.1 (FAB)

Correct
Prcdent
Page 4 sur 24
rponse correcte.
down. Which document would relate to the customer's issue?
Question revoir
(1) Points
(Doc ID 1019713.1 (FAB)

Doc ID 1001128.1 (FCO) (*)
Doc ID 1397124.1 (ALERT)
Doc ID 1019279.1 (FAB)
Correct
customer recently upgraded the memory on this server). Which problem
statement characterizes the customer's problem?
Question revoir
(1) Points

Correct
problem?
Question revoir
(1) Points
Power supplies (*)

Fans
Chassis slot
Server blade
Correct
Question revoir
customer recently upgraded the memory on this server). Which component is

called out by the document as one of the root causes of the problem?
(1) Points
OS software
Older PC Check versions (*)
SP and ILOM firmware
SP and BIOS firmware
Correct
down. Which problem statement characterizes the customer's problem?
Question revoir
(1) Points
Customer is reporting that his Sun Blade 6000 Modular System is

intermittently shutting down.
Customer called to get a replacement Sun Blade X6250 server blade because
it is intermittently shutting down
Customer is reporting an intermittent AC power problem
Customer is reporting that his Sun Blade X6250 server blades on his Sun
Blade 6000 Modular System are intermittently shutting down. (*)
Correct
Prcdent
Page 5 sur 24
rponse correcte.
down. Select the action plan that lists the steps taken to solve the customer's
problem.
Question revoir
(1) Points
The Doc ID 1001128.1 (FCO) is a possible cause and solution to the

customers problem. This FAB was referenced in the call. (*)
Ordered a new power supply for the customer.
Provided the customer with the document that lists the steps to solve his
problem.
The Alert 243486 is a possible cause and solution to the customers problem.
This Alert was referenced in the call.
Correct
27. Which of the following can be included in FABs?
Field Information Notice (FINs)
Question revoir
(1) Points

Field Change Orders (FCOs)
Hardware issues
Correct
booting the server. Which action plan lists the steps taken to solve the customer's
problem?
Question revoir
(1) Points
Ordered new disk replacement for the customer.

Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and
LSI 1064 BIOS = 6.06.06A or greater. (*)
Asked the customer to apply the latest operating system patches
Asked the customer to replace the servers motherboard
Correct
customer recently upgraded the memory on this server). Possible impacts include
replacement of the wrong DIMMs when PcCheck is used to diagnose a memory
problem(True or False)?
Question revoir
(1) Points
Vrai (*)
Faux
Correct
customer recently upgraded the memory on this server). Which action plan lists
the steps taken to solve the customer's problem?
Question revoir
(1) Points
Ordered a new DIMMs for the customer.

Performed a workaround specified in CR 6603341as a temporary fix then
scheduled maintenance time with the customer to upgrade SP, BIOS and Pc
Check software. (*)
Scheduled maintenance time with the customer to replace faulty DIMMs
called out by PcCheck.
Provided the customer with the document to use that lists the steps to solve
the problem.
Correct
Prcdent
Page 6 sur 24
rponse correcte.

disturbing the server's operation, to re-establish the power redundancy. Assume
that the Alert Doc ID 1020437.1 is the problem. What should you recommend to
the customer?
Question revoir
(1) Points
Check for power supply date code by performing the hot swap of the power
supplies. (*)
Perform a cold swap of the power supply at your earliest convenience.
Wait for a maintenance period to perform the cold swap of the failed power
supply.
Have a Oracle service personnel perform the hot swap of the power supply.
disturbing the server's operation, to re-establish the power redundancy. What
action may need to be performed before the failed power supply can be removed?
Question revoir
(1) Points
Remove the disk closest to the power supply.

Slide the server out of the rack
Move the cable management arm (*)
Power off the server
Correct
server blade in the customer's chassis. Which of the following is the Sun Blade X32B (X6270 M3) part number that needs to be ordered?
Question revoir
(1) Points
599-3725
371-4885
7020774
7038932 (*)
Correct
verifies the location of the failed power supply?
The power supply amber Service Required LED is lit (*)
By executing the ILOM flash command to turn on the Service Required LED
All power supply LEDs are off
The power supply green OK LED is flashing
Correct
Question revoir
(1) Points
to perform. Which list of commands does the customer use to configure and
activate the management network port using a static IP address?
Question revoir
(1) Points

pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static
pendingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set
commitpending=true
pendingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set
commitpending=true (*)
pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg
commitpending=true
Correct
Prcdent
Page 7 sur 24
rponse correcte.
to perform. Which document contains the procedures to perform this task?
Question revoir
(1) Points
Service and HW Installation manual (*)

Programming manual
FABs and Alerts
OS Installation manual
Correct
server blade in the customer's chassis. Select the one problem statement that
characterizes the field technicians problem.
Field technician needs assistance replacing the X6270 M3 server blade as a
hot swap action.
Field technician needs to provide the customer the part number to a new
X6270 M3 server blade.
Field technician needs assistance identifying and ordering a replacement part
for a failed X6270 M3 server blade and assistance with its replacement. (*)
Question revoir
(1) Points
Field technician needs assistance in determining what is the replacement

part number for the X6270 M3 server blade.
Correct
38. Which ILOM command or navigation path can display the current state of the
system indicators on a server or server blade?
Question revoir
(1) Points
System Indicators --> Indicators

cd /BRD/indicator ; show
System Monitoring --> Indicators (*)
cd /SYS/indicator ; display
Correct
information can determine whether the Alert with Doc ID 1020437.1 applies to
this server?
Question revoir
(1) Points
Has this power supply failed in the past?

The manufacturer of the power supply
The part number and date code of the power supply (*)
Whether the power supply is AC or DC
Correct
server blade in the customer's chassis. Which action does NOT need to be
performed in the Sun Blade X3-2B (X6270 M3) removal process?
Question revoir
(1) Points
Power down the Sun Blade 6000 Modular System chassis (*)
Remove any front panel cabling
Pull open the server blade's top and bottom handles.
Hold down the power button on the server blade for 4 seconds or perform a
stop /SYS ILOM command
Correct
Prcdent
Page 8 sur 24
rponse correcte.
server blade in the customer's chassis. Which of the following components does
not need to be removed to replace the server blade?
Question revoir
(1) Points
REM (if present)

DIMMs
Internal disk cabling (*)
HDDs
server blade in the customer's chassis. Which type of document provides the
procedure to perform the replacement task?
Question revoir
(1) Points
Alerts
Product notes page 10
Installation manual
Field Action Bulletins (FAB)
Service manual (*)
Correct
disturbing the server's operation to re-establish the power redundancy. Which
type of documents should you review to determine if it is safe to perform a power
supply hot swap?
Question revoir
(1) Points
FABs, Alerts, and Service Manual (*)

Installation Manual
Programming Manual
ILOM Manual
Correct
to perform. How would you describe the location of the network management
port to the customer?
Question revoir
(1) Points
The RJ-45 connector on the rear of the server labeled NET MGT (*)
The RJ-45 connector on the front of the server labeled SER MGT
The RJ-45 connector on the rear of the server labeled SER MGT
The RJ-45 connector on the front of the server labeled NET MGT
Correct
45. Which source of information is not needed for an initial on-site installation of an
X4600 M2 server?
Question revoir
(1) Points
Getting Started Manual
Programming Manual (*)
Installation Guide
Enterprise Installation Standards (EIS)
Prcdent
Page 9 sur 24
rponse correcte.
she should do at this point because the system is up and running. Select the
problem statement that characterizes the customer's problem.
Question revoir
(1) Points
The customer needs assistance in determining the nature of the fan failure
message and how to order a replacement.
message and course of action to take. (*)
The customer needs assistance in ordering a fan module replacement.
message.
IPMI's user interface from their new server's OS. Where can the customer
download the IPMItool that has the latest Oracle compatible updates?
Question revoir
(1) Points
http://www.oracle.com/technetwork/indexes/downloads/index.html (*)
http://www.ipmitool.sourceforge.net
http://www.ipmi.com
http://www.sunsolve.central.sun.com
Correct
she should do at this point because the system is up and running. Which fan
Question revoir
(1) Points
module and fan board does this sensor belong to?

fan module 0 and fan board 2
fan module 2 and fan board 1 (*)
Correct
Server X3-2 (X4170 M3 server). Which utility does NOT support host memory
tests?
Question revoir
(1) Points
U-Boot (*)
Oracle VTS
POST
Pc-Check
Correct
50. BIOS is hosted by ILOM.
Question revoir
(1) Points
Vrai
Faux (*)
Prcdent
Page 10 sur 24
rponse correcte.
51. A customer called the service center with a critical problem. He has a X4250
server has been crashing intermittently after Sun upgraded his CPUs from a
X6394A to a X6398A . He is calling Sun to reverse the upgrade. Select the action
plan that lists the steps taken to solve the customer's problem.
Dispatched a field engineer to diagnose the customer's CPU problem.
Reviewed the FABs and Alerts and found no related issues. Dispatched a field
engineer to reverse the CPU upgrade back to the X6394A.
Reviewed the FABs and Alerts and found no related issues. Had the customer
run some Oracle VTS CPU diagnostics to isolate the problem.
Referred the customer to the MOS knowledge repository. (*)
Question revoir
(1) Points
Correct
52. Which is not a U-Boot mode of operation?
Question revoir
(1) Points
Manual (*)
Quick
Extended
Normal
Correct
diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot?
Question revoir
(1) Points
SunVTS
POST
Pc-Check
U-Boot (*)
Correct
IPMI's user interface from their new server's OS. What is the latest version of
IPMI that is supported on the X4270 M3 server?
Question revoir
(1) Points
1
2 (*)
2.5
1.5
Correct
Server X3-2 (X4170 M3 server). Pc-Check does not have any memory test (True
or False)?
Question revoir
(1) Points
Vrai
Faux (*)
Correct
Prcdent
Page 11 sur 24
rponse correcte.
she should do at this point because the system is up and running. Once the
customer locates the physical failed fan module, what do you recommend the
customer do?
Question revoir
(1) Points

Correct
wants to know what diagnostics are available to diagnose the problem on Sun
Server X3-2 (X4170 M3 server). Select the problem statement that characterizes
the customer's problem.
Question revoir
(1) Points

server.
memory problem.
Correct
IPMI's user interface from their new server's OS. Which function is NOT supported
by IPMI?
Question revoir
(1) Points
Display an IPMI log

Display current indicator values
Display O/S login information (*)
Display current sensor values
Correct
know which diagnostics are available to test a disk on a X2270 server. Select the
action plan that lists the steps taken to solve the customer's problem.
Emailed the customer the documentation link
(http://www.oracle.com/technetwork/indexes/documentation/index.html ) to
the diagnostics guide.
Told the customer that the diagnostics manual should list what diagnostics to
use. Also told the customer that the Oracle VTS tests would be a good start.
(*)
Suggested to the customer that he run spdiags to test the X2270 disks.
Question revoir
(1) Points
Collected the customer's information, recorded it, and passed the call to the
backline engineers.
Question revoir
(1) Points

crash.
server.
Correct
Prcdent
Page 12 sur 24
rponse correcte.
Exadata WBT ILT
61. The Exadata database and storage servers communicate using the iDB protocol
over the Infiniband network.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
62. Cables for expanding up to 3 full racks are included in the shipping materials
Question revoir
(1) Points
Vrai (*)
Faux
Correct
63. What is the Net0 Ethernet port used for on a storage or database server?
data backup
data checks
Question revoir
(1) Points
data migration
administration (*)
Correct
Question revoir
(1) Points
Vrai (*)
Faux
Correct
65. Where is the "spine" switch located in the Exadata rack?
Question revoir
(1) Points
bottom (*)
upper-middle
lower-middle
top
Correct
Prcdent
Page 13 sur 24
rponse correcte.
Exadata WBT ILT
Database Machine.
Question revoir
(1) Points

CellCLI (*)
DOS
RDP
Correct
67. The Cisco Gigabit Ethernet Switch is used primarily to
Question revoir
(1) Points
Balance out the rack air-flow

Migrate data into the Database Machine
Administer the Database Machine (*)
Correct
68. Which response is considered to be the "building block of the massively parallel
Exadata Storage Grid?
Question revoir
(1) Points
F20 PCIe Flash Card

Exadata Database Server
Infiniband Switch
Exadata Storage Server (*)
Correct
69. The Exadata Database Machine Half Rack configuration now ships with a 3rd
Infiniband Switch located at the bottom of the rack.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
70. The customer can choose between Solaris 11 Express and Oracle Enterprise Linux
for the Exadata X2-8 database servers.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Prcdent
Page 14 sur 24
rponse correcte.
71. Product Information Centers are one stop shops maintained within our knowledge
base that contain information about specific products and releases.
Vrai (*)
Faux
Question revoir
(1) Points
Corrrect
72. This region from the dashboard provides an overall view of system health across
the enterprise, configuration, or specific targets based on how you have set up
your dashboard. This region is only available to those customers who are taking
advantage of the Configuration Manager.
Question revoir
(1) Points

News Region
information
73. Patches and Updates tab- This functionality has been completely redesigned with
the migration from Metalink and Metalink 3 to My Oracle Support. This tab now
provides the user with a dashboard centric, Patch Home Page allowing the user
to:
Question revoir
(1) Points

Identifying collections of patches which a customer might want to consider
applying as a group. (*)
Ability to view and download patches from the Patch Recommendations and
Search capability Viewing Patch and Update Information in the My Oracle
Support interface (*)
You will be presented with information about how many customers have
downloaded that particular patch. (*)
Provides Patch Recommendations making it easier to obtain and deploy fixes
for known critical issues (*)
Search for patches by Patch Number, Product, Product Family and Saved
Searches through the Simple Search option (*)
information
74. This is another resource containing recorded discussions during which
development outlines functionality included within new product releases.
Question revoir
(1) Points
Newsletters
Transfer of Information (TOI) (*)
Sustaining Support
Corrrect
75. 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).
News region
Projects region (*)
Question revoir
(1) Points
Knowledge region
Corrrect
Prcdent
Page 15 sur 24
rponse correcte.
76. 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.
Question revoir
(1) Points
Vrai (*)
Faux
Corrrect
77. From this region you can drill down to specific dashboard where you will find the
details on what each health check was looking at, the potential system issues,
what risk is involved with the current setting and suggestions for how to mitigate
that risk.
Question revoir
(1) Points

News Region
Corrrect
78. This is another great resource, available to you 24x7 through the Knowledge 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.
Knowledge Base (*)
Dashboard tab
Communtiy tab
Patches & Updates tabb
Service Request tab
Corrrect
Question revoir
(1) Points
79. It is an integrated, multichannel, online collaboration portal that leverages the

latest Web 2.0 technologies to provide real-time access to Oracles knowledge
repository. It is a venue where customers exchange knowledge with an extensive
network of peers and Oracle experts.
Question revoir
(1) Points
Configuration manager
My Oracle Support Community (*)
DB Upgrade companion
Support Diagnostics Tools
Maintenance Wizard
Corrrect
80. 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.
Question revoir
(1) Points

Premier Support (*)
Extended support
Sustaining Support
None of the above
Corrrect
Prcdent
Page 16 sur 24
rponse correcte.
81. The My Oracle Support framework was created using FLEX Technology from
Adobe. Using the Flash viewer allowed the flexibility to design a system that is
very user friendly.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
82. Lifetime Support supports you at Every Stage of the Applications Life Cycle
Question revoir
(1) Points
Vrai (*)
Faux
Corrrect
83. While in Sustaining Support, the pricing is equal to pricing as if in Premier Support
Question revoir
(1) Points
Vrai (*)
Faux
Incorrect. Refer to the Lifetime Support training for more information.
84. Certifications of New Oracle Products are covered under which level(s) of support?
Question revoir
(1) Points
Premier Support
Extended Support
Sustaining Support
Premier & Extended Support (*)
None of the Above
Incorrect. Refer to the Lifetime Support training for more information.
MVSP Overview
85. A "Mutual Customer" under the Multi-Vendor Support Program must have an
active support contract with BOTH Oracle and a participating Partner.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Prcdent
Page 17 sur 24
rponse correcte.
MVSP Overview
86. 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
vendor, then customer follow the SR to another vendor.
Question revoir
(1) Points
Vrai
Faux (*)
more information.
87. Which of the following statements are Partner requirements for collaboration in
the Multi-Vendor Support Program (MVSP)?
Question revoir
(1) Points

Partner must provide the Mutual Customers support identification number
when collaborating with Oracle Support. (*)
Partner must provide and maintain standard contact and escalation
information for the MVSP. (*)
Partner must 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.
As part of the MVSP, Partners have the option of collaborating with Oracle
Support on a Mutual Customer support issue.
Correct
88. As an active OPN member, you are automatical become OPN-MVSP benefit.
Question revoir
(1) Points
Vrai
Faux (*)
more information.
89. MVSP can be a replacement for support
Question revoir
(1) Points
Vrai
Faux (*)
more information.
90. True or False? Escalating an SR and raising the severity of a SR have exactly the
same impact
Question revoir
(1) Points
Vrai
Faux (*)
Correct
Prcdent
Page 18 sur 24
rponse correcte.
91. What can you expect following an escalation request?
Question revoir
(1) Points
Oracle Support manager telephones you to discuss your problem and agree
to an action plan (*)
Oracle Consultant onsite within 24 hours
Support Engineer passes SR to another engineer
24x7 working until problem resolved
92. What is Oracle's on-line Support Service?
Question revoir
(1) Points
OPN
Premier
My Oracle Support (*)
Service Request
93. Who retains ownership of the SR?
Question revoir
(1) Points
Starts with Partner and then moves back and forth

Starts with Oracle and then moves back and forth
Shared ownership throughout (*)
Oracle retains ownership throughout
94. When a problem in an SR is putting a project milestone at risk when would be the
most effective time to escalate?
Question revoir
(1) Points
As soon as the SR is raised

7-14 days before the milestone (*)
24 hours before the milestone
2 days before the milestone
95. To request Severity 1 Support what should you have in place?
Question revoir
(1) Points
24x7 availability to work with Support (*)
SR Escalation
Ability to provide remote access via OCS
Oracle Consultant onsite
Correct
Prcdent
Page 19 sur 24
rponse correcte.
96. How do you report a bug to Oracle Development
Question revoir
(1) Points
Contact Development direct

Contact Development via Oracle Partner Manager
Contact Oracle Support and they will give you a number for Development
Contact Oracle Support and they will raise a bug with Development if
appropriate (*)
97. Which of the following is not normally provided via My Oracle Support
Question revoir
(1) Points
Access to SR logging
Certified Advantage Partner Criteria (*)
Diagnostic Tests
Certification information
98. Which 3 of the following does My Oracle Support allow you access to?

Bug information (*)
Oracle Education Schedules
Question revoir
(1) Points
Oracle User Community (*)

Patches (*)
Correct
My Oracle Support
99. The Service Request Home Page contains Service Requests, Draft Service
Requests and Bug Summary
Question revoir
(0) Points
Vrai (*)
Faux
Corrrect
Question revoir
(0) Points

All of the above
Corrrect
Prcdent
Page 20 sur 24
rponse correcte.
My Oracle Support
101. Lifecycle PowerView Filter requires Configuration
Question revoir
(0) Points
Vrai (*)
Faux
Corrrect
102. Oracle recommends that customers install CPU Patches immediately
Question revoir
(0) Points
Vrai (*)
Faux
Corrrect
Question revoir
(1) Points

Tags tab
Profile tab
Correct
104. This is the region where the message from an Oracle Executive is often
highlighted.
Question revoir
(1) Points
The Tags region

The Spotlight region (*)
Correct
105. 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
Question revoir
(1) Points
False
True (*)
Response 3
Response 4
Response 5
information.
Prcdent
Page 21 sur 24
rponse correcte.
106. This business tool - My Oracle Support Community gives you:-
Question revoir
(1) Points

Immediate access to an extensive network of resources to locate answers
to your questions (*)
access to Oracle experts, industry peers, and an aggregate of knowledge
resources (*)
Access to resolution information Support as well as the robust search
capability against collective community knowledge. (*)
A venue to share best practices and knowledge with peers and experts. (*)
None of the above
information.
107. The Main Community Home Page contains links to new member orientation
resources, recorded trainings, FAQs, and a variety of other helpful resources for
those of you just starting out in the communities.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
108. This tab in My Oracle Support community shows recently created communities
content.
Question revoir
(1) Points
Tags tab
Discussions and Documents tab (*)
Profile tab
People finder tab
information.
109. In the OWC Toolbar , click on the following to enable Desktop Sharing
Share Entire Desktop (*)

Conference Details button
Attendee drop down list
Share 'Nothing'
Chat icon
Question revoir
(1) Points

more information.
confirmation email.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Prcdent
Page 22 sur 24
rponse correcte.
111. Oracle Collaborative Support uses industry standard Secure Socket Layer, or
SSL, with 128-bit encryption for transmitting encyrpted data securely.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
112. A Customer should ensure the following before requesting for a Service Request
Escalation
Question revoir
(0) Points
Update SR with milestone date

Review the Service Request for correctness of problem statement
Assess the appropriateness of severity level
Update SR with business impact
Correct
113. When a Service Request meets the de-escalation criteria or is no longer critical ,
the Escalation Owner can de-escalate it , with your agreement.
Vrai (*)
Question revoir
(0) Points
Faux
Correct
114. When reviewing communication standards in your company its important to
review and address the following subject. List all that applies.
Question revoir
(1) Points

Speak in a tone that offers support and confidence. (*)
Understand how to properly address conflict and issues to defuse emotion
(*)
Use different vocabularies for addressing managers vs high tech database
administrator (*)
Develop protocol for conducting and managing conference calls (*)
Observe proper etiquette in address customers. (*)
115. A great deal of customer escalations can be prevented by awareness of
customer on knowing what to expect. .
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Prcdent
Page 23 sur 24
rponse correcte.
116. Customer Loyalty propels your company forward increasing sales and
profitability.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
117. To define the difference between mediocre companies, poor performers and
Market Leaders
Question revoir
(1) Points
Understand the difference between customers needs and wants (*)
Know when to say no professionally to customer requests and providing
alternate solutions (*)
Create world-class customer contact (*)
Understand the concept that business cannot exist without satisfied
customers who help sustain revenues (*)
Set reasonable and measureable expectations with their customers (*)
118. What are softskills? Soft Skills let your customers know: (Select all that applies).
Question revoir
(1) Points

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
119. High Customer Satisfaction means:
Question revoir
(1) Points

Reducing the number of service requests (*)
Reducing the time to resolve issues (*)
Lowering the number of escalation (*)
1 & 2 only
None of the above
120. It is good communication practice to train staff to shield customers from internal
issues maintain professionalism and confidence when in front of customer if
internal roadblocks are encountered.
Vrai (*)
Faux
Correct
Prcdent
Page 24 sur 24
Rcapitulatif
Question revoir
(1) Points
rponse correcte.

problem?
Question revoir
(1) Points
Server blade
Power supplies (*)
Fans
Chassis slot
Correct
27. A customer called the service center indicating that the Pc Check diagnostic scripts
on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer
recently upgraded the memory on this server). Which problem statement
characterizes the customer's problem?

Question revoir
(1) Points
Correct
28. A customer calls into the service center and reports that his Sun Fire X4200 Server
cannot access the LSI Configuration utility when CNTRL-C is applied while booting
the server. Which problem statement characterizes the customer's problem?
Question revoir
(1) Points
Customer cannot access BIOS

Customers server cannot boot.
Customer needs has a hardware problem interfering with access to the LSI
utility (*)
Customer cannot access the LSI Configuration utility
down. Which problem statement characterizes the customer's problem?
Question revoir
(1) Points
Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade
6000 Modular System are intermittently shutting down. (*)
Customer is reporting an intermittent AC power problem
Customer is reporting that his Sun Blade 6000 Modular System is
intermittently shutting down.
Customer called to get a replacement Sun Blade X6250 server blade because
it is intermittently shutting down
Correct
30. If a customer has a failure of a Sun Server X3-2L (Sun Fire X4270 Server M3 )
power supply, what link within the system handbook can you reference to find a
part number for a replacement ?
Hardware Specifications
Question revoir
(1) Points
Field Action Bulletins (FABs)

Full Components List (*)
Problem Resolution
Correct
Prcdent Page 6 sur 24 Suivant Rcapitulatif
rponse correcte.

sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she
should do at this point because the system is up and running. Select the problem
statement that characterizes the customer's problem.
The customer needs assistance in ordering a fan module replacement.

message.
message and course of action to take. (*)
message and how to order a replacement.
Question revoir
(1) Points
Correct
sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she
should do at this point because the system is up and running. Once the customer
locates the physical failed fan module, what do you recommend the customer do?
Question revoir
(1) Points

Correct
know which diagnostics are available to test a disk on a X2270 server. Select a
problem statement that characterizes the customer's issue.
Question revoir
(1) Points
Customer needs assistance locating diagnostics that can isolate a disk failure.
(*)
Customer needs assistance locating the X2270 server disk that has failed.
Customer needs assistance upgrading the storage on his X2270 server.
Customer needs assistance in ordering a replacement disk.
Correct
Which, if any, of the documents listed related to this issue?
Doc ID 1021983.1
Doc ID 1020990.1
Question revoir
(1) Points
None of these documents (*)

Doc ID 1020437.1
Correct
Which type of documents should you review to determine if there are any bugs
related to this issue?
Question revoir
(1) Points
FABs and Alerts (*)

Installation Manual
ILOM manuals
Service Manual
Correct
rponse correcte.

51. A customer calls the service center with a suspected host memory error and wants
to know what diagnostics are available to diagnose the problem on a Sun Server
X3-2 (X4170 M3 server). Pc-Check does not have any memory test (True or False)?
Question revoir
(1) Points
Vrai
Faux (*)
Correct
52. Which diagnostic tests the SP hardware during SP initialization?

Question revoir
(1) Points
Oracle VTS
POST
Pc-Check
U-Boot (*)
Correct
53. A customer calls the service center with a suspected host memory error and wants
to know what diagnostics are available to diagnose the problem on Sun Server X3-2
(X4170 M3 server). Select the problem statement that characterizes the customer's
problem.
memory problem.
server.
Correct
Question revoir
(1) Points
Question revoir
(1) Points

crash.
server.
Correct
IPMI to monitor the state of the servers at their site and wants to know if their new
Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle
documentation that covers IPMI, and where they can get software to access IPMI's
user interface from their new server's OS. Which document does NOT contain IPMI
command information?
Question revoir
(1) Points
Service Manual
ILOM manuals
Installation Manual
OS Installation guides (*)
Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting

rponse correcte.
Exadata WBT ILT

66. The Exadata X2-8 Database Machine is offered in a full-rack configuration only.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Database Machine.
Question revoir
(1) Points
CellCLI (*)
DOS
RDP
Correct
68. Cables for expanding up to 3 full racks are included in the shipping materials
Question revoir
(1) Points
Vrai (*)
Faux
Correct
69. The Database Resource Manager (DBRM) runs on the Exadata Storage Server
Question revoir
(1) Points
Vrai
Faux (*)


Question revoir
(1) Points
Vrai (*)
Faux
Correct
rponse correcte.

71. List all benefits of using My Oracle Support.

Question revoir
(1) Points
Answers 1,2 & 3 only

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 an easy to navigate, web-based portal that provides personalized,
proactive, and collaborative support. (*)
It is Oracle's next generation support platform. (*)
It is the single point-of-entry for all interactions with Oracle Support (*)
Incorrect, refer to the Creating Customer Value training for more information
72. It is an integrated, multichannel, online collaboration portal that leverages the

latest Web 2.0 technologies to provide real-time access to Oracles knowledge
repository. It is a venue where customers exchange knowledge with an extensive
network of peers and Oracle experts.
DB Upgrade companion
Support Diagnostics Tools
My Oracle Support Community (*)
Maintenance Wizard
Question revoir
(1) Points
Configuration manager
Corrrect
73. Identify the support model described: Support model that provides information
about the latest issues and patches, then you as a customer review what solutions
may or may not apply in your environment.
Question revoir
(1) Points
Traditional support model

Pro-active support model (*)
Predictive support model
None of the above
All of the above
Correct
74. 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.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
75. This is another great resource, available to you 24x7 through the Knowledge 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.
Patches & Updates tabb

Communtiy tab
Dashboard tab
Question revoir
(1) Points
Knowledge Base (*)

Service Request tab
Corrrect
rponse correcte.

76. This stage of Life time Support provides technical support, including access to our
online support tools, knowledge bases, and technical support experts. It is available
for as long as you license your Oracle products.

Premier Support
Extended support
Sustaining Support (*)
None of the above
Corrrect
Question revoir
(1) Points
77. 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.
Question revoir
(1) Points
Support Diagnostics tool

Upgrade wizard
Remote Diagnostcs Agent
Configuration Manager (*)
Change assistant
Corrrect
78. 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.
Question revoir
(1) Points
Lifetime Support Policy (*)

Premier Support
Extended support
Sustaining Support
None of the above
Corrrect
79. 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 applies)
Question revoir
(1) Points
Minimize or maximize the region (*)

Each region is context-sensitive with right-click menus. (*)
Group the content within the region (*)
Export directly to a CSV file or Print a view. (*)
Resize, re-order, sort, add or remove the region (*)
80. 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.
Question revoir
(1) Points

Oracle By Example (OBE) (*)
Sustaining Support
Newsletters
rponse correcte.

81. Product Information Centers are one stop shops maintained within our knowledge
base that contain information about specific products and releases.
Question revoir
(1) Points
Vrai (*)
Faux
Corrrect

82. It is Oracle's policy to force upgrades after a customer has had 10 years in
sustaining support.
Question revoir
(1) Points
Vrai
Faux (*)
Corrrect
83. Certifications of New Oracle Products are covered under which level(s) of support?
Question revoir
(1) Points
Premier Support
Extended Support
Sustaining Support
Premier & Extended Support (*)
None of the Above
Corrrect
84. Certifications with most New Third Party Products/Versions are covered under
which level(s) of support?
Question revoir
(1) Points
Premier Support (*)

Extended Support
Sustaining Support
Premier & Extended Support
None of the Above
Corrrect
MVSP Overview
85. As an active OPN member, you are automatical become OPN-MVSP benefit.
Question revoir
(1) Points
Vrai
Faux (*)
Correct
rponse correcte.
MVSP Overview
86. 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.
Question revoir
(1) Points
Vrai
Faux (*)

more information.
87. There are no call restrictions with other members at the TSANet Classic level
Question revoir
(1) Points
Vrai
Faux (*)

more information.
88. 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
Question revoir
(1) Points
Vrai
Faux (*)
Correct
89. 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 vendor,
then customer follow the SR to another vendor.
Question revoir
(1) Points
Vrai
Faux (*)
Correct

90. What is Oracle's on-line Support Service?

Question revoir
(1) Points
Service Request
Premier
OPN
Correct
rponse correcte.

91. Which 3 of the following does My Oracle Support allow you access to?
Question revoir
(1) Points
Oracle User Community (*)

Bug information (*)
Oracle Education Schedules
Patches (*)
Correct
92. True or False? An SR should be escalated when the severity assigned does not
reflect the true business impact
Question revoir
(1) Points
Vrai
Faux (*)
Correct
93. How long will a Oracle Collaborative Support session last?

Question revoir
(1) Points
Unlimited
Will take 20 minutes butmaybe dependent on the engineer who is doing the
OCS. (*)
Up to 5 minutes
Up to 1 hour
94. True or False? Escalating an SR and raising the severity of a SR have exactly the
same impact
Question revoir
(1) Points
Vrai
Faux (*)
Correct
95. Which of the following is not the responsibility of a Support Engineer?

Question revoir
(1) Points
Contribute to the knowledge base content

Provide resolutions or workarounds
Educate customers on how to use the products (*)
Respond to new incoming SRs
Correct
rponse correcte.

96. Where can you find up-to-date information about support tools and processes?
Question revoir
(1) Points
OPN (*)
My Configs and Projects
CSI Number
97. True or False? The first level of escalation will bring Support Management
attention to your SR
Question revoir
(1) Points
Vrai (*)
Faux
Correct
98. When can you log a SR via My Oracle Support?

Question revoir
(1) Points
24x7 (*)
Monday to Friday, 9am to 5.30 pm
Every Day, 9am to 5.30 pm
It depends on the level of your Support service
Correct
My Oracle Support
99. If the Patch Recommendation region is enclosed in an orange box and displays
Sample, this means that
Question revoir
(0) Points
None of the Above

There are no recommended patches you need to install into your
environment
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 (*)
Corrrect
100. The following filters are available in PowerView

Question revoir
(0) Points
None of the Above

SR Owner, SR Creation Date, SR Closure Date
Custom System Properties (*)
Host Name, Lifecycle, Platform and Product (*)
Support Identifier, System Description, System Name (*)
Corrrect
rponse correcte.
My Oracle Support
101. You can search for particular Document ID using PowerView

Question revoir
(0) Points
Vrai
Faux (*)
Corrrect

Question revoir
(0) Points
All of the above

Corrrect

103. The My Oracle Support Community is set-up using Categories, Communities,

Discussions, and Threads.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
104. This tab in My Oracle Support community shows recently created communities
content.
Question revoir
(1) Points
Tags tab
People finder tab
Profile tab
Discussions and Documents tab (*)
Correct
Question revoir
(1) Points

Profile tab
Tags tab
Correct
rponse correcte.

106. True or False. Another community benefit is the Rewards and Recognition
Program. In this program, we find opportunities to recognize users for their
participation and success within the community.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
107. This business tool - My Oracle Support Community gives you:Question revoir
(1) Points
Immediate access to an extensive network of resources to locate answers to

your questions (*)
access to Oracle experts, industry peers, and an aggregate of knowledge
resources (*)
Access to resolution information Support as well as the robust search
capability against collective community knowledge. (*)
A venue to share best practices and knowledge with peers and experts. (*)
None of the above
Correct
108. Collaborative Support is the ability to rapidly resolve service incidents in customer
environments through a collaborative resolution model (commonly known as a
Community).
Question revoir
(1) Points
Vrai (*)
Faux

information.

109. Oracle Web Conferencing allows you to do the following

Question revoir
(1) Points
Save a screen snapshot

Share an application
Share Document
Draw on the whiteboard

more information.
110. In the OWC Toolbar , click on the following to enable Desktop Sharing
Question revoir
(1) Points
Chat icon
Conference Details button
Share 'Nothing'
Attendee drop down list
Share Entire Desktop (*)
Correct
rponse correcte.

confirmation email.
Question revoir
(1) Points
Vrai (*)
Faux
Correct

112. When a Service Request meets the de-escalation criteria or is no longer critical ,
the Escalation Owner can de-escalate it , with your agreement.
Question revoir
(0) Points
Vrai (*)
Faux
Correct
113. If you wish to escalate further up the Oracle Management chain what must you
have in place?
Question revoir
(0) Points
OCS session arranged

An additional business case
Authorisation from your Oracle Account Manager
Escalation contacts further up your internal organisation (*)
Correct

114. Mastering and achieving great customer service and communication skills with
your customers will build Customer Loyalty
Question revoir
(1) Points
Vrai (*)
Faux
Correct
115. Customer Loyalty propels your company forward increasing sales and profitability.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
rponse correcte.

116. Which of the following statements are true and will make happy customers more
happier. (Select all that applies).
Question revoir
(1) Points
Understand your customers plans for future utilization, expansion and make
the appropriate recommendations for upgrading to newer or different
software or releases. (*)
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 (*)

117. When reviewing communication standards in your company its important to

review and address the following subject. List all that applies.
Question revoir
(1) Points
Understand how to properly address conflict and issues to defuse emotion

(*)
Speak in a tone that offers support and confidence. (*)
Develop protocol for conducting and managing conference calls (*)
Observe proper etiquette in address customers. (*)
Use different vocabularies for addressing managers vs high tech database
administrator (*)
Correct
118. What are softskills? Soft Skills let your customers know: (Select all that applies).
Question revoir
(1) Points
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
Correct
119. 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
can be certain that you soon will learn the reason for their unhappiness. Once you
know why they are unhappy, it is relatively easy to plot a course of action to
convert them into a happy customer.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
120. Select ALL important points to consider to ensuring a productive relationship with
your customers.
Question revoir
(1) Points
Under promise and over deliver (*)

Plan and execute well by focusing on both proactive and reactive techniques
to minimize stress (*)
Define and structure service provided what is provided and how, time
lines, milestones (*)
Teach and develop time-management skills for your employees
prioritization of tasks, urgency vs impact (*)
Teach the customer how to better interact with your processes (*)
Correct
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Test : Oracle Exadata Database Machine Field Delivery Support Consultant Online Assessment

Does the customer have DIMMs available to upgrade the system?

Customer is requesting how to upgrade his memory

Sun Fire X2270 server

Customer is reporting fan module failure

46.6 lb/21.1 kg fully populated

Provided customer with memory option number 7100790. (*)

(Choisir toutes les rponses correctes)

memory slots are supported by this server?

Doc ID 1369835.1 (Alert)

Doc ID 1019279.1 (FAB)

Sun Blade X6275 Server Module Service Manual (*)

All of the above

Older PC Check versions (*)

The Doc ID 1001128.1 (FCO) is a possible cause and solution to the

Field Information Notice (FINs)

Customers ILOM firmware needs to be upgraded.

Incorrect. Refer to the X64 Server Locating and Interpreting Service

Customer needs assistance configuring the serial management port.

cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg

Has this power supply failed in the past?

System Indicators --> Indicators

Customer needs assistance on which diagnostics are available to test his

from an X6394A to an X6398A.

fan fault LED flashing

Hot swap the fan. (*)

Storage Server Net Mgt port

(Choisir toutes les rponses correctes)

Exadata Database Server

Migrate data into the Database Machine

Draft Service Request region

Transfer of Information (TOI) (*)

Traditional support model (*)

Getting started region

System Health Region (*)

(Rpondez toutes les questions de cette section.)

Getting started region

Complexity of MVS environments

The MVSP is offered as a value-added benefit at no additional costs to Oracle

Partner must direct Mutual Customers to contact Oracle Support directly on

Ensure you understand the business impact

91. When can you log a SR via My Oracle Support?

It depends on the level of your Support service

Oracle Sales team

Update SR in My Oracle Support and then call into Support (*)

OCS session arranged

(Choisir toutes les rponses correctes)

100. How many filters can you add using PowerView

None of the above (*)

The Spotlight region (*)

The Recent content region

Update SR with milestone date

Arranging for a call from Sales Team or your Account Manager

(Choisir toutes les rponses correctes)

internal roadblocks are encountered.

(Choisir toutes les rponses correctes)

Sun Fire X4450

70 lbs/31.8 kg fully populated (*)

Does the system have a memory problem?

Passed the customer issue to the back-line engineers.

(Choisir toutes les rponses correctes)

(Choisir toutes les rponses correctes)

16. Which of the following cannot be found within an Installation Guide?