1. My Oracle Support has pre-set dashboard configuration options based on role.

For example, I can go to the Customize link and select "Hardware User" to
automatically add the widgets to my dashboard associated with this user type
R// falso

-----------------------------------------------------------------------------------
----------

2-You have a Hardware SI and your dashboard is NOT showing the Assets widget. What
is the first step you should take to resolve this issue?
R//= Go to your "My Account" page and confirm if you have access to View Assets
for the designated SI. If your Assets column says 'No Access', you will not be able
to add the Assets widget

-----------------------------------------------------------------------------------
----------

The number of tabs you see in My Oracle Support depends on the Support Identifiers
associated with your account.
R// true

-----------------------------------------------------------------------------------
----------

As a user of My Oracle Support, you want to get the most value from the
customizable dashboard layout. Which of the following are best practices to
customize your layout and make it work for you? Select all that apply.
R// Reduce wasted time and frustration by organizing your dashboard to match your
job role and product
Consider modifying your dashboard any time your role changes or you have a new
product interest

-----------------------------------------------------------------------------------
----------------------

My CUA is my first point of contact for any access issues I experience with My
Oracle Support
R// true

-----------------------------------------------------------------------------------
----------------------
You would like to locate content about what changed in the LATEST My Oracle Support
release. Which of the following statements best describes the steps you would
follow?
R/ Access 'My Oracle Support Resource Center' and view the Release Notes

------------------

As a customer, you want to stay informed about ALL UPDATES to content related to My
Oracle Support. Which of the following options is the best approach?
R//View the User Resource Center on your dashboard to see the latest content (mark
it as a favorite)

-----------------

What is the best way to find content in My Oracle Support based on product?
R/Use the 'Search & Browse' feature on the Knowledge tab and product-based
information centers
---------------------
What is Advanced Search?
R/Advanced Search allows you to refine a number of variables to significantly
improve your results. Search on words or phrases using an "AND' in the search query
and identify the sources.

---------------------
What option(s) are available to filter search results in My Oracle Support? Select
all that apply.
R/ Refinements
PowerView

----------------------

During the step-by-step flow, My Oracle Support will offer you suggested solutions
as you define your problem. You have the option to 'turn off' these suggested
solution results when you create a Service Request.
R/true

----------------
I would access 'Refine Search" on the Service Requests tab to further refine and
improve my search
R/False

-------------------
A common problem that Users experience in My Oracle Support when searching: User
enters a key word in the Global Search box and views the results. User cannot find
the right information due to the large volume of content returned with this
approach.
R/True

-------------------
The Certifications tab in My Oracle Support is able to directly answer all of your
certification questions in a single location.
R/false

-----------------

What is the definition of a certification?

R/ A combination of Oracle and third-party products, operating systems, or hardware
that Oracle has tested and should work together.
-
----------------------
What does the Certifications tab in My Oracle Support provide to the user?
R/ Access to product certification information

-------------------------------

Is there any reason to check the Certifications tab on a regular basis if my

company has NOT upgraded any of our products? Select the most correct answer(s).
R/ Yes, to check the support dates to understand when products stop being supported
Yes, because you can pick the releases you are currently running and the
Certifications tab will list out the patch levels (if required

----------------------

A product is certified for a specific release of an operating system (OS) on a

particular hardware platform. For example, Oracle Database (11.2.0.3.0) on Oracle
Solaris 11 (SPARC)
R//true
------------------------

I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the most
correct method to do this?
R/Select Patches and Updates Tab > Quick Links JD Edwards > search for JD Edwards
EnterpriseOne > Release is 9.1, agree to license and select search

---------------------

You have a question about the patch you are downloading. Which is the best option
from the following choices?
R/ Locate the patch via search on the Patches & Updates page > select the patch
number to view the patch details > select Start a discussion or reply to discussion
based on what is available

------------------------

What are the best ways to download a patch? Please select all answers that apply.
R/Search the knowledge base for an article on patching for your product and click
the download links
From My Patch Search Results > click patch number
From my Patch Search Results > mouse-over the line (not patch number) and select
the download option

------------------------
What products can use patch plans? Identify an answer within My Oracle Support
with the best description.
R// Database, Fusion Middleware, and Enterprise Manager
------------------------------------------------------------

What is a Patch Advisor?

A type of Lifecycle Advisor in My Oracle Support that co-locates patching

information in areas such as Upgrade Advisors and Patching & Maintenance
Advisors (*)

---------------------------------

Regardless of your specific Oracle products, the general process to download

patches in My Oracle Support is the same

Verdadero (*)

------------------------------------

25. You want to post a question to a My Oracle Support Community; however, you
cannot see the community you are interested in when you launch My Oracle Support
Community and view the main page. How do you resolve this?

Edit your subscriptions to include the desired community (*)

---------------------------------------------------------

What is a typical consequence of posting a product-specific question into the

'Using My Oracle Support' Community?

The moderator for the community will see that the question is not in the right
community and will attempt to find the right community for your question. This
impacts the time to resolution of your question (*)
----------------------------------------------------------

You recently created a new posting in My Oracle Support Community. When you go back
to view it, you do not see it in the community where you thought you had posted it.
What can you do to locate your posting?

You can look on the Discussions tab (My Discussions) within My Oracle Support
Community (*)
--------------------------------------------------------

28. You have a specific question regarding Oracle Database. You are new to the
community framework and are not sure how to go about searching to identify a
relevant Database-oriented community. What is your best practice? Check all that
apply

You can type in your Database-related question in the search bar and view
questions already posted in various Database communities (*)

With Subscriptions Off, scroll through the Database community options in the
left pane under 'Find a Community'. (*)

--------------------------------------

If you have general questions about My Oracle Support and have not found answers in
the help menu or in the knowledge base, a best practice is to post your question to
'Using My Oracle Support' Community.
Verdadero (*)

------------------------------------------
The same Oracle Support Engineers that resolve technical Service Requests also
participate in My Oracle Support Community to share their knowledge and expertise
as part of this trusted community.

Verdadero (*)

--------------------------------------------

Which of the following attributes describe the value of My Oracle Support

Community?

Using communities allows you to bypass the standard Service Request creation
process in My Oracle Support and fast-track your issues

Both 1 and 3 (*)

-------------------------------------------------

What is the best definition of a Fully Qualified Service Request?

A Service Request that has all the information included in the fields as well
as appropriate diagnostic output attached so that the Oracle Support Engineer can
immediately get started (*)

----------------------------------------------

Oracle Enterprise Manager Harvest Job is a collection tool that gathers information
about your Oracle set-ups, configuration, and OS. You can automate this information
transfer with Oracle
Verdadero (*)
-----------------------------------

The output of Oracle Configuration Manager (OCM) will list out the required
firmware for your Oracle Systems products
Falso (*)

------------------------------------------

How can collected data help you when you create a Fully Qualified Service Request?

You can view configuration changes by comparing system configuration between

two points. This data is valuable to answer the question "has anything changed on
your system" as it relates to the presenting problem (*)
--------------------------------------------------------

You have a planned outage window at the end of the quarter. You can access features
available in My Oracle Support that will enable you to make decisions about which
patches to install
Verdadero (*)
------------------------------------------------------------
If a customer or partner has a Hardware Support Identifier (SI), what permissions
do general My Oracle Support Users need to view Assets in My Oracle Support?

Asset-View access level (*)

-----------------------------------------------------------------

The following is a common problem that Users encounter when trying to log a Service
Request: they do not have the correct access level in My Oracle Support and/or do
not have the correct Support Identifier approved and associated with their account

Verdadero (*)
----------------------------------------------------
When should Severity 1 be selected?

When your business has stopped functioning due to an issue on your Oracle
System, Software, or Application (*)

-------------------------------------------------------------

If you select Severity 1 for your issue, you will need to provide a management
contact in the workflow, and your identified manager will be contacted by Oracle
Support

Verdadero (*)

-------------------------------------------------------------------

A recommended best practice is to organize all the data associated with your issue
before you initiate a new Service Request. A Fully Qualified SR provides Oracle
Support with as much detail as possible about your issue. This includes what
happened, users impacted, single or repeat occurrences, any changes, and related
diagnostic data to attach to the Service Request

Verdadero (*)

--------------------------------------
What is the best process to follow when you have a question for Oracle Support?
Post a detailed question thread in a relevant community within My Oracle Support
(*)

-----------------------------------------------------------------------------------
---------

What are two key benefits of taking the time to create a Fully Qualified Service
Request?

Minimum delays and faster resolution (*)

------------------------------------------------

Which of the following is the best example of a Service Request Problem Summary?

MySql - using JDBC eWay is experiencing a connection problem - ClassName not

found (*)
-----------------------------------------

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

Search technical support on oracle.com and review the posted policy PDFs
often (*)

Search in My Oracle Support for 'Technical Support Polices' (*)

-------------------------------------------------------

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

Access to My Oracle Support Community (*)

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

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

-----------------------------------------------------

What is the best approach to resolve the issue of not being able to download a
specific patch for a Product (after the Support Date has passed).

Contact your Oracle Sales representative and purchase Extended Software

support for your product that needs patching (*)

-----------------------------------------------

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

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

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

-------------------------------------------------------
For which of the following event types does ASR create Service Requests?

Power supply faults (*)

Fan failures (*)

----------------------------------------------------

Which of the follow data does ASR send to Oracle?

serial number (*)

fault event code (*)

hostname (*)

-------------------------------------------------------

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

Falso (*)
---------------------------------------------------------------

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

Verdadero (*)
-------------------------------------------------------

The ASR Manager uses a two-way encrypted connection to Oracle.

Falso (*)

-------------------------------------------------

A pre-requisite for activting ASR for an asset is providing a Contact name in My

Oracle Support. Which Support Identifier privileges are required for the My Oracle
Support user selected as a Contact?

Create Service Request (*)

View Asset (*)

-----------------------------------------

For assets managed by Oracle Service Delivery Partners:True or False: After

receiving an ASR notification email that indicates that a draft Service Request has
been created, the Partner must immediately use My Oracle Support to promote the
Draft Service Request to a Technical Service Request.

Falso (*)
-----------------------------------------------------

For assets managed by Oracle Service Delivery Partners:How can a team be notified
when ASR creates Draft Service Requests?

Use My Oracle Support to enter one or more email lists in the "Distribution
Email List" field for the managed assets. (*)

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

Draft Service Request (*)

--------------------------------------------

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

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

------------------------------------------------

Which of the following statements are Partner requirements for participation in the
Oracle Collaborative Vendor Support Program (OCVS)?

Partner must be a current OPN member in good standing. (*)

Partner must apply and received confirmation of acceptance for use of the
OCVS benefit. (*)

---------------------------------------

By participating in the OCVS as an OPN member, vendors are required to enter into
time consuming or costly support or legal agreements.

Falso (*)

-------------------------------------

Which of the following statements regarding our value proposition to our Partners
for the Oracle Collaborative Vendor Support Program (OCVS) is NOT true?

Provides a consistent support process for all of a Partner's support needs,

regardless of a Mutual Customer's involvement. (*)
--------------------------------

Under OCVS model, customer would call a vendor for a problem. While the support
analyst decides involvement from another vendor, he will log SR to another vendor,
then customer will follow the SR to another vendor.

Falso (*)
-------------------------------

A "Mutual Customer" under the Oracle Collaborative Vendor Support Program must have
an active support contract with BOTH Oracle and a participating Partner.
Verdadero (*)
-----------------------------------------

As an active OPN member, you automatically become an OPN-OCVS member.

Falso (*)

-----------------------------------------------------

Which of the following statements regarding enrollment in the Oracle Collaborative

Vendor Support Program (OCVS) is NOT true?

A partner should wait to enroll in the OCVS until they encounter a Oracle
Collaborative Vendor support issue from a mutual customer. (*)
-------------------------------------------------------------

Which of the following statements reflect the value proposition to our Mutual
Customers as a result of the Oracle Collaborative Vendor Support Program (OCVS)?

Improves response by having all parties involved in the collaboration. (*)

Provides enhanced support value for collaborative vendor implementations. (*)

Strives to prevent the frustration of finger-pointing between vendors and

improves overall satisfaction. (*)

-----------------------------------------------------------------

Which of the following are the support challenges at the multiple vendor computing
environment?

All of the above (*)

----------------------------------------------------

Which of the following statements are Partner requirements for collaboration in the
Oracle Collaborative Vendor Support Program (OCVS)?

Partner must provide and maintain standard contact and escalation information
for the OCVS. (*)

Partner must provide the Mutual Customers support identification number when
collaborating with Oracle Support. (*)

-----------------------------------------------------------------
8. What is a Search Helper?

Some products have created search helpers which allow you to identify where a
product issue is occurring and then recommend documents based on your selection

-----------------------------------------------------------------------------------
---------------------------

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

Verdadero

-----------------------------------------------------------------------------------
-------------
Why would I want to review and update my current settings for Knowledge Preferences
(Settings tab, My Account)? Marcar para Revisin

You can make specific choices to customize your search experience with
options like number of search suggestions and default search source(*)
-----------------------------------------------------------------------------------
--------------------------
15. I am not sure of the exact product name to use in the Certifications tab.
What is the best approach?

Create a new thread and ask the Certifications community

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

Patches and Updates > Advanced Search > Enter Netra Blade X3-2B > Select
Release > Add a filter line Add Description is Firmware and view and download the
results.

-----------------------------------------------------------------------

23. I can use Patch Plans and Upgrade Plans without having Oracle Configuration
Manager installed.

Falso
-----------------------------------------------------------
24. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the
most correct method to do this?

Select Patches and Updates Tab > Quick Links JD Edwards > search for JD
Edwards EnterpriseOne > Release is 9.1, agree to license and select search
----------------------------------------------------------------------------------
30. You heard about a new community and want to check it out. When you open My
Oracle Support Community, you only see a few options listed in the 'Find a
Community' pane on the left navigation. What do you need to do to access the
complete list of available communities?

What you see is being filtered by your subscriptions. Click the

'Subscriptions On' button on the menu bar to turn off subscriptions (remove content
filters within Communities). You should immediately see the list of options appear.

-----------------------------------------------------------------------------------
---------
31. You can choose to receive email updates based on my community subscriptions.
This is a great way to stay connected to the latest information being shared in the
community.

Verdadero

-----------------------------------------------------------------------------------
-------------------------
How is this type of collected data valuable to you?

The data collected provides an understanding of the configuration of Oracle

software, revision levels, and the operating system and patching levels

-----------------------------------------------------------------------------------
------------

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

All of the above

-----------------------------------------------------------------------------------
---------------------

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

All of the above

-----------------------------------------------------------------------------------
-
38. You are in the process of logging a new Service Request. During Step 2
(Solutions), you see a solution that does resolve your issue. What should you do
next?

Exit the Service Request process and do not log this Service Request (Click
Cancel and OK)

---------------------------------------------------------------------------------

40. Users create a new Service Request by moving through a structured step-by-
step process that starts by asking the User to identify the Severity before
describing the problem

Falso
------------------------------------------------------------------------------
44. You were able to resolve a Service Request before Oracle Support came back
with a suggested solution. What should you do?

Click on 'Close SR' and provide detailed comment (Update Detail) on the
solution you found to help us improve our knowledge base

_______________________________________________________----------------------------
----------------

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

Administrator privilege on the Partner Support Identifier

-----------------------------------------------------------------------------------
----------------------
51. For assets managed by Oracle Service Delivery Partners:How can a team be
notified when ASR creates Draft Service Requests?
 Use My Oracle Support to enter one or more email lists in the "Distribution
Email List" field for the managed assets.
-----------------------------------------------------------------------------------
-----------
56. For assets managed by Oracle Service Delivery Partners:Who is responsible for
approving ASR pending activations in My Oracle Support?

Oracle Service Deliver Partner

-----------------------------------------------------------------------------------
-
59. OCVS can be used as a replacement for support

Falso
----------------------------------------------------------------

I am not sure of the exact product name to use in the Certifications tab.
What is the best approach?

You should be able to find your product by typing a portion of the name. The
Certifications search is equipped with aliases that will suggest product options to
you (*)

-------------------------------------------------------------

A great resource for additional help in My Oracle Support is the 'context-

sensitive' help located in the upper-right. You can view detailed answers to common
questions about topics such as Patching.

Verdadero (*)

--------------------------------------------------------------