Test: Oracle Support Accreditation: MOS17

Review your answers, feedback, and question scores below. An asterisk (*) indicates
a correct answer.
This 60-question assessment test is the final component of the Oracle Support
Accreditation guided learning path. This assessment will allow you to test your
knowledge of the information provided in the Oracle Support Accreditation.
Receiving a passing score of 80% or higher makes you eligible to become an Oracle
Support Accredited User. Please note that you are only able to access the
assessment once within a 24 hr period.
Customer User Administrator and Support Identifiers
(Answer all questions in this section)

1. A Support Identifier Group (SIG) enables your CUA to group

hardware assets, software licenses, and users in a single SI. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

2. Who approves End Users and sets their access levels for My Oracle
Support? Mark for Review
(1) Points

Oracle Support

Your Organization

Your Customer User Administrator (CUA) (*)

You do not need approval for access

None of the above

[Incorrect] Incorrect

3. As a customer or partner, what is the best way to locate a

Support Identifier (SI)? Mark for Review
(1) Points

Log a Service Request

 Log a non-technical Service Request or ask a colleague on your team who might
be using the SI you want (*)

Post a question in the Using My Oracle Support Community

You can look up your Support Identifiers in your Support Contract

Both 2 and 4

[Correct] Correct

4. A Support Identifier (SI) is a numeric value that identifies the

products your company has purchased. It is required to access My Oracle Support.
Mark for Review
(1) Points

True (*)

False

[Correct] Correct

5. Joe is a CUA for his company. His team members are globally
located (and so are his assets). As a result, he has multiple SIs and is struggling
to easily manage the SIs and assets. What feature in My Oracle Support can help
him? Mark for Review
(1) Points

There is nothing available in My Oracle Support. Joe has to call his Oracle
Sales Representative to get this fixed.

Joe can make use of the features in Administrative, Support Identifiers to

Create New SI where he can co-locate users and assets. (*)

Joe has to log a Non Technical Service Request and Oracle Support will set up
a new SI for him.

None of the above

[Correct] Correct
 6. It is an Oracle recommended best practice to have multiple CUAs
for each Support Identifier (although you are allowed to select only one per SI).
Mark for Review
(1) Points

True (*)

False

[Incorrect] Having multiple CUAs per SI helps your organization ensure

user requests are handled in a timely manner. If you have a single CUA and that
person is unavailable, user requests will be impacted.

My Oracle Support Introduction

(Answer all questions in this section)

7. 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 regions to my dashboard associated with this user
type. Mark for Review
(1) Points

True

False (*)

[Incorrect] There are no user type dashboard customizations that you

can select. My Oracle Support allows you to select from many regions to create a
dashboard that works uniquely for your role and interests. It is fast and easy to
change it any time you want.

8. Once I have access to My Oracle Support, my CUA is my first point

of contact for any access issues I experience with My Oracle Support. Mark for
Review
(1) Points

True (*)

False

[Incorrect] Incorrect
 9. You believe your account is associated with a Hardware SI (but
your dashboard is NOT showing the Assets region). What steps should you take to
resolve? Mark for Review
(1) Points

Select the Contact Us link in My Oracle Support and ask for help

Contact an Oracle colleague and ask for advice

Go to your My Account page and validate that you have access to View Assets
for the designated SI. By design, the Assets region is ONLY available to hardware
customers.

Select Customize on the My Oracle Support home page and make sure the Asset
widget is available to select for your dashboard, and select it.

Both 3 and 4. (*)

[Correct] Correct

10. You are an end customer of an Oracle Partner and you would like
to have access to My Oracle Support. Which of the suggested outcomes definitely
apply to your scenario? Select all answers that may apply. Mark for Review
(1) Points

(Choose all correct answers)

Partner will approve me for all access so I can use My Oracle Support like a
direct customer

Partner will approve me for Asset and SR Creation as I have to maintain our
systems

Partner may choose NOT to allow me any access; they have the relationship
with Oracle, and I call them for assistance (*)

Partner may allow me to view knowledge and interact with My Oracle Support
Community (*)

None of the above

[Incorrect] Partner may choose NOT to allow the customer to interact

directly with My Oracle Support depending on the type of relationship they have
with the end customer.

11. Joe wants to easily review feature updates in the latest release
of My Oracle Support. He understands a recommended best practice is to mark the
document (My Oracle Support Release Notes) as a Favorite and set up Hot Topics
Emails to notify him about changes to knowledge article updates for the product, My
Oracle Support. When the release notes are updated, he will get an automated email.
Mark for Review
(1) Points

True (*)

False

[Correct] Correct

12. 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. Mark
for Review
(1) Points

(Choose all correct answers)

Ask your CUA to suggest a layout

Add as many regions as you can to the dashboard to maximize what you see when
you login

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 (*)

Do not customize what you see in the dashboard. When you first login to My
Oracle Support, you have access to all the recommended regions by default

[Incorrect] This is a key benefit of the My Oracle Support interface.

Take the time to organize the content exactly the way you want to see it and use
it. Make it work for you.

Knowledge Search and Browse

(Answer all questions in this section)
 13. When you type a search string into the global search bar (on any
tab), your search results are usually provided on the Knowledge tab unless you
search for a specific Service Request number. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

14. After performing a search, your results are displayed. What

options are available to further refine your search results? Mark for Review
(1) Points

Once the search has run, you would need to create a new one with more
filters.

You can filter the results by clicking the down arrow next to the knowledge
source type.

You can select one or more knowledge collection types, add more words, and
select a product, version or platform (*)

Turn off Search Term Suggestion in knowledge preferences

[Incorrect] Incorrect

15. You want to maximize your search approach in My Oracle Support to

make sure you find relevant content quickly and easily. How many search terms
should you use? Mark for Review
(1) Points

There is no exact number. You should enter a phrase (rather than a single
term). If you are looking to include a specific term (i.e., My Oracle Support
Training), use quotes around the full term you want included (*)

More than 10 search terms is recommended

Only use ONE search term to ensure you get all possible replies

You should include 5 search terms for the best possible result
[Correct] Correct

16. During SR Creation 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 (My Account, Knowledge Preferences), although it
is a recommended best practice to leave the suggestions turned on. Mark for
Review
(1) Points

True (*)

False

[Correct] Correct

17. Amy and Joe are searching for performance information in My

Oracle Support. When they compared results, Amy saw that Joe was getting a longer
list of search results. If Amy wants to increase the number of search suggestions
for future searches, she can go to the Settings tab, Knowledge Preferences and can
UPDATE her current setting (Number of Search Suggestions) from 5 to 10. She also
would want to make sure this preference is set to ON. Mark for Review
(1) Points

True (*)

False

[Incorrect] This is a personal preference. You may find it helpful to

see more suggested solutions while searching.

18. Mary is aware of PowerView filters. Is there another recommended

way to quickly search for content in My Oracle Support based on product? Mark
for Review
(1) Points

Post a thread in My Oracle Support Community

Check the Certifications tab

Use the (Search & Browse) feature on the Knowledge tab to select your product
and enter your search term. (*)
 Use the global search bar

[Incorrect] Incorrect

Product Certifications
(Answer all questions in this section)

19. You type a search for Oracle E-Business Suite, Release 12.2.4,
and leave Platform as ANY. Your Certification search results will show a list of
Oracle-E-Business Suite 12.2.4 certifications with components like Operating
Systems, Application Servers, and Databases. You will be able to drill into the
details using the links under Number of Releases and Versions. Mark for Review
(1) Points

True (*)

False

[Incorrect] Incorrect

20. The Support Information provided by the Certifications search

does NOT include Ongoing Support information related to availability of patches for
your product. Mark for Review
(1) Points

True

False (*)

[Correct] Correct

21. What is the definition of a certification? Mark for Review

(1) Points

A combination of Oracle and third-party products, operating systems, or

hardware that Oracle believes should work together

A combination of Oracle and third-party products, operating systems, or

hardware that Oracle has tested and should work together. (*)

A testing matrix that Oracle provides via the Certifications tab that allows
you to compare combinations of Oracle and third-party products

None of the above

[Incorrect] Incorrect

22. You need to search for certification data to prepare for your
team meeting. However, you are NOT sure of the exact product name to use in the
Certifications tab. What is the recommended approach to find what you need? Mark
for Review
(1) Points

Open a new technical Service Request with Oracle Support

You may be able to find your product by typing a portion of the name. Try a
few possible names for your product, including abbreviations. As you type, you can
select your desired product from the options displayed. Many Oracle products are
findable with aliases (*)

Create a new discussion and ask the Certifications community

Check your SI to find out exactly how to input the product name

None of the above

[Correct] Correct

23. Is there any reason to check the Certifications tab on a regular

basis if your company has NOT upgraded any of your products? Mark for Review
(1) Points

Yes, to check the support dates to understand when your products stop being
supported and track this information in your upgrade plan (*)

No, you would only check during an active upgrade planning cycle

No, there is no new information on the Certifications tab unless you received
a Hot Topics E-Mail

None of the above

[Incorrect] Incorrect

24. Your team is planning to upgrade your Oracle E-Business Suite

installed product. You are a couple releases behind the latest version. You can use
the Certifications search to compare certifications for multiple releases to make a
recommendation to your team. Mark for Review
(1) Points

True (*)

False

[Incorrect] Incorrect

Patches and Updates

(Answer all questions in this section)

25. Patch Plans are available for all products and do NOT require the
use of configurations. Mark for Review
(1) Points

True

False (*)

[Correct] Correct

26. The product name used by the patch system in My Oracle Support is
the same as the product name used for service requests or the Knowledge base. To
find the product name, start entering the product name that you are looking for in
the Product box and the product selector will narrow down the choices to help you
find the right product Mark for Review
(1) Points

True (*)

False

[Correct] Correct
Test: Oracle Support Accreditation: MOS17

Review your answers, feedback, and question scores below. An asterisk (*) indicates
a correct answer.
This 60-question assessment test is the final component of the Oracle Support
Accreditation guided learning path. This assessment will allow you to test your
knowledge of the information provided in the Oracle Support Accreditation.
Receiving a passing score of 80% or higher makes you eligible to become an Oracle
Support Accredited User. Please note that you are only able to access the
assessment once within a 24 hr period.
My Oracle Support Community
(Answer all questions in this section)

31. Which of the following attributes describe the value of My Oracle

Support Community? Mark for Review
(1) Points

Available to users 7x24x365. You can always engage in the global community at
a convenient time in your work day

Each community is staffed with a special set of Oracle support engineers who
engage exclusively with online questions

Leverage the shared experience of your peers and subject-matter experts to

quickly expand your knowledge and awareness

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

Both 1 and 3 (*)

[Incorrect] Incorrect

32. You have a question regarding Oracle Database. You are new to the
community framework and are not sure how to locate a relevant Database-oriented
community. What is your best approach? Check all that apply. Mark for Review
(1) Points

(Choose all correct answers)

Post this question in the Using My Oracle Support Community

Open a non-technical Service Request

You can type in your Database question in the search bar and drill into
likely answers to identify a Database Community for your area of interest. (*)
 Using the banner navigation, click the Space List down arrow, locate the
Oracle Database MOSC space and click it view the related sub-spaces (*)

[Incorrect] Incorrect

33. Your Community e-mail box is quickly filling up with emails. You
need to easily get it back under control. What actions can you take to resolve this
issue? Mark for Review
(1) Points

(Choose all correct answers)

Validate that you are NOT following the top-level My Oracle Support (MOSC)
Community as you get email for EVERY update in every space. (*)

From the dropdown next to your name, select (Preferences) and review your
Email Preferences. Make changes to best meet your objectives. (*)

There is nothing you can do to filter the number of emails you receive

Make sure you FOLLOW only top-level communities to reduce emails

[Correct] Correct

34. 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. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

35. 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
SPACES YOU FOLLOW pane (left navigation). What do you need to do to locate a new
community? Mark for Review
(1) Points

Ask your Customer User Administrator (CUA) to change your Community access
settings under My Account

From the navigation banner, click the Space List down arrow, locate a space
of interest (for example: Middleware MOSC) and then click on it to view the
associated sub-spaces (*)

View the new communities created this week in the Spotlight Area.

Log a non-technical Service Request

None of the above

[Incorrect] Incorrect

36. Sally has as some ideas to improve the Oracle Support

Accreditation series. How can she share her ideas with other users and the
Accreditation Team? Mark for Review
(1) Points

Call her Oracle Sales representative and provide feedback.

Post her ideas as questions on the Using My Oracle Support Community

Log a Non Technical Service Request via the Contact Us process.

Use the Create, Idea option and select the Oracle Support Accreditation
(MOSC) community to post her ideas (*)

[Incorrect] Incorrect

Best Practices for Hardware and Software

(Answer all questions in this section)

37. On the Systems tab, you can view Health Recommendations BEFORE
you enable a collection mechanism. Mark for Review
(1) Points

True

False (*)
[Incorrect] The analysis runs against the configuration data captured
by the collector

38. From a hardware perspective, what are the benefits of downloading

Oracle Services Tools Bundle and enabling Auto Service Request (ASR)? Mark for
Review
(1) Points

Experience faster problem resolution by eliminating the need to initiate

contact with Oracle for certain hardware failures, reducing number of phone calls
needed

Automatically log Service Requests

Create a fully qualified Service Request

All of the above (*)

[Incorrect] Incorrect

39. Your SI is for hardware. What permissions do you need to view

Assets? Mark for Review
(1) Points

You need view permissions for assets which are accessed via: My Account,
Access, Assets. View (*)

CUA Access level

SR Create & Update

None. It is available to all users

[Correct] Correct

40. The output of Oracle Configuration Manager (OCM) will list out
the required firmware for your Oracle Systems products. Mark for Review
(1) Points

True
 False (*)

[Incorrect] False, as OCM is for Oracle Software

41. Oracle EM Harvester is a collection tool that gathers information

about your Oracle set-ups, configuration, and OS. You can automate this information
transfer with Oracle Mark for Review
(1) Points

True (*)

False

[Correct] Correct

42. For the supported products, what are the benefits of installing
and using Oracle Configuration Manager (OCM)? Mark for Review
(1) Points

Monitor changes and review health checks

Use the Upgrade Planner

Create fully qualified Service Requests

View Reports

All of the above (*)

[Incorrect] Incorrect

Create and Manage Service Requests

(Answer all questions in this section)

43. You were able to resolve a Service Request before Oracle Support
came back with a suggested solution. What should you do? Mark for Review
(1) Points

Click on Close SR and provide a detailed comment (Update Detail) on the

solution you found to help Oracle Support improve the knowledge base (*)
 Just close the SR with no further updates

Call the Support Engineer for advice

Ask your CUA to initiate an auto-close of this SR since you have a solution

None of the above

[Correct] Correct

44. Management attention is about bringing the right resources to

your Service Request, improving the communication process, and creating an action
plan to resolve your issue. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

45. If your systems are down and 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. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

46. What is a recommended best practice to follow when you have a

non-urgent (how-do-I) type question for Oracle Support AND you would like to gather
information from other users. Mark for Review
(1) Points

Call Oracle Support

Post a detailed question in a relevant community within My Oracle Support to

engage subject-matter experts (*)

Log a technical support Service Request via My Oracle Support

Search the knowledge base

[Correct] Correct

47. 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? Mark for Review
(1) Points

Continue logging the Service Request and make a note to review the solutions
at a later time

Turn off the option to view suggested solutions to speed up your process to
create a new SR

Exit the Service Request process and do NOT log this Service Request (click
Cancel and OK) (*)

None of the above

[Correct] Correct

48. Which of the following is the best example of a complete Service

Request Problem Summary? Mark for Review
(1) Points

MySql (using JDBC eWay) is experiencing a connection problem: ClassName not

found (*)

Blue screen

MySql is experiencing a connection problem

Application is slow in the afternoon

[Incorrect] The best practice is to highlight WHAT is having the issue

and provide a short description of the problem. This helps when you are sorting
your Service Requests on problem summary and it helps the Oracle Support engineer
quickly understand the issue prior to deep diving into the data you provided. The
more specific the problem summary, the faster the Support Engineer can begin a
targeted investigation.

Oracle Support Policies

(Answer all questions in this section)

49. What is the RECOMMENDED approach to resolve the issue of not

being able to download a specific patch for a Product (after the Support Date has
passed). Mark for Review
(1) Points

Log a Service Request and ask Oracle to send it to you

Contact your Oracle Sales representative and ask them to call Oracle Support
and send you the patch

Contact your Oracle Sales representative and purchase Extended Software

support for your product that needs patching (*)

Use Google to see if the patch is available somewhere on the Internet

[Incorrect] All of these answers are possible reactions to not being

able to download a patch. The most correct answer is 3 as the product has passed
its supported end date.

50. The Lifetime Support Stages for your Oracle Products are: Premier
Support, Extended Support, and Sustaining Support. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

51. What is the BEST method to stay informed about the latest
information on Oracle Technical Support policies? Mark for Review
(1) Points

Download the Oracle Technical Support Policies and use these as your
reference guide
 Bookmark the Oracle Support Technical Support Policy page and visit it when
you have a question (*)

Log a Service Request and ask Support to provide information about support
policies

Set up Hot Topics E-mail notifications and select Support Policies as the KM
document type

[Correct] Correct

52. For some product and release combinations on the Certifications

tab, you may be able to view Ongoing Support information related to availability of
patches for that combination. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

53. What are the recommended ways to locate content about the End
Date of support for a product? Select all that apply. Mark for Review
(1) Points

(Choose all correct answers)

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

Log a Service Request and request information about support dates

Call your Oracle Sales or Account Representative

Access oracle.com and locate the technical and lifetime policies under the
Support tab (*)

[Incorrect] All of the answers are correct to some degree; however, the
question is asking for the recommended way. As outlined in the videos, the
recommended way is to use the Certifications tab or access the content on
oracle.com and view the support PDFs for the latest content.
 54. You want to see a Support Benefits comparison table to understand
what is covered in Premier, Extended, and Sustaining Support. What is the
recommended approach to access the table and complete your review? Mark for
Review
(1) Points

Post a question to the Using My Oracle Support Community

Mark the Oracle Lifetime Support Policies (Document 971415.1) a favorite in

My Oracle Support

Log a non-technical Service Request

Locate the Lifetime Support Benefits table on the Oracle Lifetime Support
Policies page to review the details in the comparison table (*)

[Incorrect] The Support Benefits table provides a very clear and easy-
to-review matrix of the stages so that you can quickly see what is covered in each
stage

Mobile My Oracle Support

(Answer all questions in this section)

55. You are able to CREATE a new Service Request using the Mobile My
Oracle Support interface Mark for Review
(1) Points

True

False (*)

[Incorrect] The option to create new Service Requests is currently not

available in Mobile My Oracle Support

56. A best practice to get the most value from Mobile My Oracle
Support would be to mark any bugs or documents as FAVORITES that you want to review
when you are at your desk. You will not waste time trying to find them again when
you go back to the My Oracle Support portal. Mark for Review
(1) Points

True (*)

False
[Correct] Correct

57. The Mobile My Oracle Support application is only available to

Users with the Customer User Administrator (CUA) role Mark for Review
(1) Points

True

False (*)

[Incorrect] Incorrect

58. How do you access Mobile My Oracle Support? Mark for Review
(1) Points

There is a unique URL for Mobile My Oracle Support access. (*)

You have to download the app from the primary portal and load it to your
smart phone

You open a Service Request and ask for special privileges

There is a button on My Oracle Support home page that allows you to jump to
the mobile application

[Correct] Correct

59. You are a CUA for your company. You are currently in a three-day
organizational meeting and are concerned about getting behind on new user requests
for access to My Oracle Support. Unfortunately, you will not be able to approve any
requests through the mobile application as it ONLY allows you to search the
knowledge base. Mark for Review
(1) Points

True

False (*)

[Incorrect] The CUA is able to approve or deny requests via the mobile
interface

60. The Customer User Administrator (CUA) for your organization is

able to utilize Mobile My Oracle Support to REVIEW access requests with just a
smart phone and Internet access. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

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