Test: General Product Support Assessment

Review your answers, feedback, and question scores below.

This 60-question assessment test is the final component of the General Product Support guided learning
path. This assessment will allow you to test your knowledge of the information provided in the learning plan.
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 Administration and Support Identifiers

(Answer all questions in this section)

1. 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

2. It is a recommended best practice to automate the full details from your Service
Request updates in email. How can you receive the full Service Request update Mark for Review
in an email? (1) Points

The CUA performs this step after the User enables SR Details:
Administrative, Support Identifiers, Service Request Details in Email. The
feature is now fully enabled.
My Oracle Support user performs this step: Personalization, Service
Request Details in Email Turn On. The feature is now fully enabled.
This is a one-step process that the CUA completes under Administrative
functions in My Oracle Support
A two-step process is required: The CUA can ONLY perform the SR Details
update on the SI (and then the User enables this feature under My
Account)
None of the above

Incorrect

3. 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
 Correct

4. The Customer User Administrator (CUA) can manage access levels for other
CUAs for the SAME Support Identifier (SI). Mark for Review
(1) Points

True

False

Incorrect

5. 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

Incorrect

6. Select the recommended reason (best practice) why a Customer User

Administrator (CUA) would activate Auto Approve for a Support Identifier. Mark for Review
(1) Points

There is no reason for the CUA to actively review a request for ANY
Support Identifier, so using Auto Approve is always the best approach for
any request
To quickly provide generic access to knowledge base and My Oracle
Support Community functions for user requests. This allows users to
immediately begin using My Oracle Support, while the CUA manually
reviews requests for advanced functions such as SR Create privilege.
This is a security risk; therefore, a CUA would never use this feature

To stop receiving email notifications from users requesting access

None of the above

Correct

Knowledge Search and Browse

(Answer all questions in this section)
 7. 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.
Turn off Search Term Suggestion in knowledge preferences

You can select one or more knowledge collection types, add more words,
and select a product, version or platform
You can filter the results by clicking the down arrow next to the knowledge
source type.

Incorrect

8. 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 Mark for Review
use? (1) Points

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

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

Correct

9. You know you can find the E-Business Suite Patch Utility by accessing the Get
Proactive Portfolio. What is another recommended approach to easily locate this Mark for Review
resource? (1) Points

Post a question in the EBS Community asking where you can find a
document with everything you need to know about EBS patching
Log a Service Request and ask for Oracle Support to send you the
information
Search My Oracle Support using the global search. For the most targeted
search, type R11i patch wizard or just patch wizard and locate the Patch
Wizard Utility from the top of your results.
Search in the global search box with the term EBS

Read the E-Business Suite installation documentation

Correct

10. 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 Mark for Review
search results. If Amy wants to increase the number of search suggestions for (1) Points
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.

True
 False

Correct

11. A common problem that Users can experience in My Oracle Support when
searching: The user ONLY enters a single word in the global search box for the Mark for Review
search and gets a huge list of possible results. User cannot quickly or easily find (1) Points
the desired information, although it may be in the results.

True

False

For best searching results, type a full phrase and use as many terms as
needed to describe your question.

12. 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 Mark for Review
solution results (My Account, Knowledge Preferences), although it is a (1) Points
recommended best practice to leave the suggestions turned on.

True

False

This is true. You can select OFF to Solutions during SR creation under
Knowledge Preferences. As a best practice, it is a good idea to leave it on
(default) so that you potentially solve your issue with a known solution
(without submitting a new SR)

Product Certifications
(Answer all questions in this section)

13. 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

14. What does the Certifications tab in My Oracle Support provide to the user?
Mark for Review
(1) Points
 A quick way to log Service Requests related to Certification questions.

This tab is only available to you in My Oracle Support if you purchase a

special support contract. The average user does not have access.
Access to product certification information

None of the above

Correct

15. 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- Mark for Review
Business Suite 12.2.4 certifications with components like Operating Systems, (1) Points
Application Servers, and Databases. You will be able to drill into the details
using the links under Number of Releases and Versions.

True

False

Correct

16. 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 Mark for Review
Certifications tab. What is the recommended approach to find what you need? (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

17. 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 Mark for Review
Certifications search to compare certifications for multiple releases to make a (1) Points
recommendation to your team.

True

False

Correct
 18. 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 Mark for Review
Oracle Solaris 11 (SPARC) (1) Points

True

False

Correct

Patches and Updates

(Answer all questions in this section)

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

True

False

Correct

20. Your colleague, Jane, needs to find a patch in My Oracle Support. She wants to
know a fast and easy way to locate a patch for Primavera. You recommend that Mark for Review
she click on the Patches & Updates tab and then use the Product or Family (1) Points
search. She can input the product name and use the filters to search.

True

False

Correct

21. You have a question about a patch you are downloading. What is the option
that Oracle recommends? Mark for Review
(1) Points

Log into My Oracle Support Community, locate your product and post your
question
Locate the patch via search on the Patches & Updates page; select the
patch number to view the patch details, and select start a discussion or
reply to a discussion based on what is available
Call Oracle Support and ask a Support Engineer

Submit a Service Request with your question as the summary

Correct
 22. What is a Patch Advisor?
Mark for Review
(1) Points

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

information in areas such as Upgrade Advisors and Patching &
Maintenance Advisors
The Patch Advisor is the Readme file included with all Patches that provide
specific install information
A specific patch search in My Oracle Support that only focuses on patch
information
A tool that you can download that will analyze the patches on your system
to confirm you are on the latest patch set
None of the above

Incorrect

23. 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 Mark for Review
the product name, start entering the product name that you are looking for in (1) Points
the Product box and the product selector will narrow down the choices to help
you find the right product

True

False

Correct

24. To download a specific patch, you must have Patch Download Access in your
account that matches the Download Access on the patch AND your customer Mark for Review
user administrator (CUA) must set Access Patches to DOWNLOAD (not View (1) Points
Only) for your account.

True

False

Correct

My Oracle Support Community

(Answer all questions in this section)

25. The same Oracle Support Engineers that resolve technical Service Requests also
participate in My Oracle Support Community to share their knowledge and Mark for Review
expertise as part of this trusted community. (1) Points

True
False
 Correct

26. 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 Mark for Review
community. What is your best approach? Check all that apply. (1) Points

(Choose all correct answers)

Using the banner navigation, click the Space List down arrow, locate the
Oracle Database MOSC space and click it view the related sub-spaces
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.
Open a non-technical Service Request

Post this question in the Using My Oracle Support Community

Incorrect

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

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

Correct

28. You recently created a new discussion in My Oracle Support Community. When
you go back to view it, you do not see it in the community where you posted it. Mark for Review
What is the best approach to locate your discussion? (1) Points

Your posting was likely deleted by a moderator because it was in the

wrong community. You should post it again.
Log a Service Request

View your profile and click Content and you will see all the questions you
have posted
Create a new discussion and ask the community if they know what
happened to your last discussion
None of the above

Correct
 29. 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)

From the dropdown next to your name, select (Preferences) and review
your Email Preferences. Make changes to best meet your objectives.
Validate that you are NOT following the top-level My Oracle Support
(MOSC) Community as you get email for EVERY update in every space.
Make sure you FOLLOW only top-level communities to reduce emails

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

Correct

30. 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

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

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

Use the Create, Idea option and select the Oracle Support Accreditation
(MOSC) community to post her ideas
Call her Oracle Sales representative and provide feedback.

Correct

Test: General Product Support Assessment

Review your answers, feedback, and question scores below.

This 60-question assessment test is the final component of the General Product Support guided learning
path. This assessment will allow you to test your knowledge of the information provided in the learning plan.
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.

Best Practices for Hardware and Software

(Answer all questions in this section)

31. Oracle EM Harvester is a collection tool that gathers information about your
Oracle set-ups, configuration, and OS. You can automate this information Mark for Review
transfer with Oracle (1) Points

True

False

Correct
32. 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 Mark for Review
about recommended and security patches to install. (1) Points

True

False

Correct

33. Your SI is for hardware. What permissions do you need to view Assets?
Mark for Review
(1) Points

None. It is available to all users

CUA Access level

You need view permissions for assets which are accessed via: My Account,
Access, Assets. View
SR Create & Update

Incorrect

34. To install Auto Service Request (ASR), you need to validate all of the following:
User has Assets access level in My Oracle Support, there is an instance of AR Mark for Review
manager installed on the network, asset is ASR qualified, ASR install process (1) Points
can be performed on the asset, ASR activation process has been completed by
associating a contact in My Oracle Support, and Service Tools Bundle is
installed.

True

False

Correct

35. 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

False, as OCM is for Oracle Software

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

True
 False

The analysis runs against the configuration data captured by the collector

Create and Manage Service Requests

(Answer all questions in this section)

37. A User with Create and Update access can log a Service Request in My Oracle
Support by selecting Create SR on the Service Requests tab Mark for Review
(1) Points

True

False

Correct

38. 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 Mark for Review
will be contacted by Oracle Support. (1) Points

True

False

Incorrect

39. A recommended best practice is to validate your access levels in My Oracle

Support BEFORE you create a service request. Where can you validate your Mark for Review
access? (1) Points

My Account, Support Identifiers. Check for Create and Update access for
your Support Identifiers
My Account, View Users. Look up your name and see your current access
levels
Ask your CUA

Attempt to open a new SR and see if you can submit

Correct

40. Management attention is about bringing the right resources to your Service
Request, improving the communication process, and creating an action plan to Mark for Review
resolve your issue. (1) Points

True
False
 Correct

41. 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 Mark for Review
and/or do not have the correct Support Identifier approved and associated with (1) Points
their account

True

False

Correct

42. 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 Mark for Review
describing the problem (1) Points

True

False

Correct

Mobile My Oracle Support

(Answer all questions in this section)

43. The two main functions you can accomplish in Mobile My Oracle Support are to
VIEW and UPDATE Service Requests and search the knowledge base Mark for Review
(1) Points

True

False

Incorrect

44. 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

Correct

45. 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 Mark for Review
requests for access to My Oracle Support. Unfortunately, you will not be able to (1) Points
 approve any requests through the mobile application as it ONLY allows you to
search the knowledge base.

True

False

Correct

46. 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 Mark for Review
you are at your desk. You will not waste time trying to find them again when (1) Points
you go back to the My Oracle Support portal.

True

False

Correct

47. 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 Mark for Review
and Internet access. (1) Points

True

False

Correct

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

True
False

Correct

Oracle Support Policies

(Answer all questions in this section)

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

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
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

Downloading the PDF is great for your current question. However, you
should visit the support policies pages in the future to ensure you have
the latest updates.

50. 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

Access oracle.com and locate the technical and lifetime policies under the
Support tab
Call your Oracle Sales or Account Representative

Correct

51. 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

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.

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

True

False

Correct
 53. You want to see a Support Benefits comparison table to understand what is
covered in Premier, Extended, and Sustaining Support. What is the Mark for Review
recommended approach to access the table and complete your review? (1) Points

Post a question to the Using My Oracle Support Community

Locate the Lifetime Support Benefits table on the Oracle Lifetime Support
Policies page to review the details in the comparison table
Log a non-technical Service Request

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

in My Oracle Support

Correct

54. For some product and release combinations on the Certifications tab, you may
be able to view Ongoing Support information related to availability of patches Mark for Review
for that combination. (1) Points

True

False

Correct

My Oracle Support Introduction

(Answer all questions in this section)

55. A new feature has been released in My Oracle Support, and you need to learn
more about it. What is a recommended practice to easily stay informed about Mark for Review
feature updates? (1) Points

Log a Service Request and ask how to find out what is new in the latest
release of My Oracle Support.
Post a question on the Using My Oracle Support Community

Ask your Oracle Sales Representative what new Features are available.

Access the Getting Started region from your My Oracle Support Dashboard.
Click on the option for Existing Users to learn about what is new. This link
directs you to the My Oracle Support User Resource Center to view training
modules, release notes, and notes about changes to the portal.

The My Oracle Support Resource Center contains a link to the release

notes, so you can access the notes from the Center. Alternatively, you can
mark the release notes document as a favorite and set up Hot Topics E-
mail notifications. This is a personal preference based on how you work
best.

56. 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 Mark for Review
customize your layout and make it work for you? Select all that apply. (1) Points
 (Choose all correct answers)

Add as many regions as you can to the dashboard to maximize what you
see when you login
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
Reduce wasted time and frustration by organizing your dashboard to
match your job role and product
Ask your CUA to suggest a layout

Consider modifying your dashboard any time your role changes or you
have a new product interest

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.

57. Your colleague, Li, is new to My Oracle Support. You have been asked to show
him how to get up to speed quickly on the basic core functions of My Oracle Mark for Review
Support. What is the recommended FIRST step for Li? (1) Points

Li should access My Oracle Support Community and post all his questions
about the portal there.
You direct Li to complete My Oracle Support Accreditation as his FIRST
step in learning about the basics.
Li needs to get basic training, so you suggest that he set aside time to
complete the foundational My Oracle Support How-To training videos. You
show him how to access this content from the Getting Started region.
You advise Li to just use the phone to log Service Requests

None of the above.

Correct

58. 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 Mark for Review
(My Oracle Support Release Notes) as a Favorite and set up Hot Topics Emails (1) Points
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.

True

False

Correct

59. Sam is a new user to My Oracle Support and wants to be more proactive in how
he supports his products. What recommended option should Sam follow to meet Mark for Review
his objective? (1) Points

From the Knowledge tab, Sam can select Get Proactive under Knowledge
Links.
 Sam can bookmark the Get Proactive Portfolio 432.1 and access this at any
time.
Sam can post a question on Using My Oracle Support about how to be
more proactive.
Sam can complete Level 1 accreditation and preview Level 2 Accreditations
for the products he supports to validate his knowledge of proactive
approaches and solutions.
All of the above

Incorrect

60. The number of tabs you see in My Oracle Support depends on the Support
Identifiers associated with your account. Mark for Review
(1) Points

True

False

Incorrect