1.

My Oracle Support has pre-set dashboard configuration options based on r

ole. For example, I can go to the Customize link and select "Hardware User" to a
utomatically add the widgets to my dashboard associated with this user type
Mark for Review
False (*)
2.
The number of tabs you see in My Oracle Support depends on the Support I
dentifiers associated with your account.
True (*)
3.
My CUA is my first point of contact for any access issues I experience w
ith My Oracle Support
True (*)
4.
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 cust
omize your layout and make it work for you? Select all that apply.
Mark for
Review
Consider modifying your dashboard any time your role changes or you have a new p
roduct interest (*)
Reduce wasted time and frustration by organizing your dashboard to match your jo
b role and product (*)
5.
As a customer, you want to stay informed about ALL UPDATES to content re
lated to My Oracle Support. Which of the following options is the best approach?
View the User Resource Center on your dashboard to see the latest content (mark
it as a favorite) (*)
6.
You have a Hardware SI and your dashboard is NOT showing the Assets widg
et. What is the first step you should take to resolve this issue?
Go to your "My Account" page and confirm if you have access to View Assets for t
he designated SI. If your Assets column says 'No Access', you will not be able t
o add the Assets widget (*)
7.
You would like to locate content about what changed in the LATEST My Ora
cle Support release. Which of the following statements best describes the steps
you would follow?
Access 'My Oracle Support Resource Center' and view the Release Notes (*)
8.
What is the best way to find content in My Oracle Support based on produ
ct?
Use the 'Search & Browse' feature on the Knowledge tab and product-based informa
tion centers (*)
9.
What option(s) are available to filter search results in My Oracle Suppo
rt? Select all that apply.
PowerView (*)
Refinements (*)
10.
What is a Search Helper?
Some products have created search helpers which allow you to identify where a pr
oduct issue is occurring and then recommend documents based on your selection (*
)
11.
What is Advanced Search?
Advanced Search allows you to refine a number of variables to significantly impr
ove your results. Search on words or phrases using an "AND' in the search query
and identify the sources. (*)
12.

Why would I want to review and update my current settings for Knowledge

Preferences (Settings tab, My Account)?

You can make specific choices to customize your search experience with options l
ike number of search suggestions and default search source (*)
13.
A common problem that Users experience in My Oracle Support when searchi
ng: 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 wi
th this approach.
Mark for Review
True (*)
14.
Is there any reason to check the Certifications tab on a regular basis i
f my company has NOT upgraded any of our products? Select the most correct answe
r(s).
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 Certifi
cations tab will list out the patch levels (if required) (*)
15.
What does the Certifications tab in My Oracle Support provide to the use
r?
Access to product certification information (*)
16.
What is the definition of a certification?
A combination of Oracle and third-party products, operating systems, or hardware
that Oracle has tested and should work together. (*)
17.
The Certifications tab in My Oracle Support is able to directly answer a
ll of your certification questions in a single location.
False (*)
18.
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 Cer
tifications search is equipped with aliases that will suggest product options to
you (*)
19.
I can use Patch Plans and Upgrade Plans without having Oracle Configurat
ion Manager installed.
False (*)
20.
You have some questions about a recommended patch set for your products.
What is the best practice for you to ask specific questions and get feedback?
Create a new thread in the appropriate patching community and discuss with the m
embers of your community. (*)
21.
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 (*)
22.
What are the best ways to download a patch? Please select all answers th
at apply.
From My Patch Search Results > click patch number > Download (*)
Search the knowledge base for an article on patching for your product and click
the download links (*)
From my Patch Search Results > mouse-over the line (not patch number) and select
the download option (*)

23.
What products can use patch plans? Identify an answer within My Oracle S
upport with the best description.
Database, Fusion Middleware, and Enterprise Manager (*)
24.
What is a Patch Advisor?
A type of Lifecycle Advisor in My Oracle Support that co-locates patching inform
ation in areas such as Upgrade Advisors and Patching & Maintenance Advisors (*)
25.
You can choose to receive email updates based on my community subscripti
ons. This is a great way to stay connected to the latest information being share
d in the community.
True (*)
26.
You want to post a question to a My Oracle Support Community; however, y
ou cannot see the community you are interested in when you launch My Oracle Supp
ort Community and view the main page. How do you resolve this?
Edit your subscriptions to include the desired community (*)
27.
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 Co
mmunity (*)
28.
The same Oracle Support Engineers that resolve technical Service Request
s also participate in My Oracle Support Community to share their knowledge and e
xpertise as part of this trusted community.
True (*)
29.
What is a typical consequence of posting a product-specific question int
o the 'Using My Oracle Support' Community?
The moderator for the community will see that the question is not in the right c
ommunity and will attempt to find the right community for your question. This im
pacts the time to resolution of your question (*)
30.
Which of the following attributes describe the value of My Oracle Suppor
t Community?
Both 1 and 3 (*)
31.
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 Co
mmunity' pane on the left navigation. What do you need to do to access the compl
ete list of available communities?
Mark for Review
What you see is being filtered by your subscriptions. Click the 'Subscriptions O
n' button on the menu bar to turn off subscriptions (remove content filters with
in Communities). You should immediately see the list of options appear. (*)
32.
For the supported products, what are the benefits of installing and usin
g Oracle Configuration Manager (OCM)?
All of the above (*)
33.
How is this type of collected data valuable to you?
The data collected provides an understanding of the configuration of Oracle soft
ware, revision levels, and the operating system and patching levels (*)
34.
Oracle Enterprise Manager Harvest Job is a collection tool that gathers
information about your Oracle set-ups, configuration, and OS. You can automate t
his information transfer with Oracle
True (*)

35.
To install Auto Service Request (ASR), you need to validate all of the f
ollowing: User has Assets access level in My Oracle Support, there is an instanc
e of the AR manager installed on the network, asset is ASR qualified, ASR instal
l process can be performed on the asset, ASR activation process has been complet
ed by associating a contact in My Oracle Support, and Service Tools Bundle is in
stalled
Mark for Review
True (*)
36.
You can view Health Recommendations in My Oracle Support before you enab
le a collection mechanism.
False (*)
37.
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 (*)
38.
What are some of the ways to send data to Oracle. Select all that apply.
Upload files to Oracle using sftp with SR number as part of the file name (*)
Upload Hardware related files using supportfiles.oracle.com (*)
39.
The following is a common problem that Users encounter when trying to lo
g a Service Request: they do not have the correct access level in My Oracle Supp
ort and/or do not have the correct Support Identifier approved and associated wi
th their account
Mark for Review
True (*)
40.
Users create a new Service Request by moving through a structured step-b
y-step process that starts by asking the User to identify the Severity before de
scribing the problem
Mark for Review
False (*)
41.
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 fou
nd (*)
42.
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 Canc
el and OK) (*)
43.
You were able to resolve a Service Request before Oracle Support came ba
ck 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 (*)
44.
What is the best process to follow when you have a question for Oracle S
upport?
Post a detailed question thread in a relevant community within My Oracle Support
(*)
45.
pply.
Access
Access
Access

What items are covered by your Premier Support Policy? Select all that a
to My Oracle Support Community (*)
to Oracle Product knowledge and Oracle Product bug fixes (*)
to new functionality included in Oracle Patches and Upgrades (*)

46.
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' (*)
47.
What is the recommended way to locate content about the End Date of supp
ort 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 (*)
48.
What is the best approach to resolve the issue of not being able to down
load 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 (*)
49.
ASR is available at no additional cost to Oracle Premier Support for Sys
tems and Hardware Warranty plans
True (*)
50.
Oracle customers can ony install one ASR Manager per Oracle Support Iden
tifier.
False (*)
51.
A pre-requisite for activting ASR for an asset is providing a Contact na
me in My Oracle Support. Which Support Identifier privileges are required for th
e My Oracle Support user selected as a Contact?
View Asset (*)
Create Service Request (*)
52.
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 Emai
l List" field for the managed assets. (*)
53.
For assets managed by Oracle Service Delivery Partners:What kind of Serv
ice Request does ASR create when faults are detected on Partner-managed ASR Asse
ts?
Draft Service Request (*)
54.
For assets managed by Oracle Service Delivery Partners:Who can be a Cont
act for a Partner-managed ASR asset?
My Oracle Support user with "Create Service Request" and "View Asset" privileges
on the Partner Support Identifer (*)
55.
For assets managed by Oracle Service Delivery Partners:What My Oracle Su
pport Privileges are needed to manage ASR assets? (Activate, Add Contact, etc.)
Administrator privilege on the Partner Support Identifier (*)
56.
The ASR Manager uses a two-way encrypted connection to Oracle.
False (*)
57.
For assets managed by Oracle Service Delivery Partners:True or False: Af
ter receiving an ASR notification email that indicates that a draft Service Requ
est has been created, the Partner must immediately use My Oracle Support to prom
ote the Draft Service Request to a Technical Service Request. Mark for Review
False (*)
58.

Which of the follow data does ASR send to Oracle?

serial number (*)

fault event code (*)
hostname (*)
59.
As an active OPN member, you automatically become an OPN-OCVS member.
False (*)
60.
Which of the following statements regarding enrollment in the Oracle Col
laborative Vendor Support Program (OCVS) is NOT true?
A partner should wait to enroll in the OCVS until they encounter a Oracle Collab
orative Vendor support issue from a mutual customer. (*)
61.
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, rega
rdless of a Mutual Customer's involvement. (*)
62.
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 anoth
er vendor, then customer will follow the SR to another vendor.
False (*)
63.
A "Mutual Customer" under the Oracle Collaborative Vendor Support Progra
m must have an active support contract with BOTH Oracle and a participating Part
ner.
True (*)
64.
tion in
Partner
enefit.
Partner

Which of the following statements are Partner requirements for participa

the Oracle Collaborative Vendor Support Program (OCVS)?
must apply and received confirmation of acceptance for use of the OCVS b
(*)
must be a current OPN member in good standing. (*)

65.
Which of the following are the support challenges at the multiple vendor
computing environment?
All of the above (*)
66.
Which of the following statements reflect the value proposition to our M
utual Customers as a result of the Oracle Collaborative Vendor Support Program (
OCVS)?
Improves response by having all parties involved in the collaboration. (*)
Strives to prevent the frustration of finger-pointing
between vendors and improves ove
rall satisfaction. (*)
Provides enhanced support value for collaborative vendor implementations. (*)
67.
OCVS can be used as a replacement for support
False (*)
68.
By participating in the OCVS as an OPN member, vendors are required to e
nter into time consuming or costly support or legal agreements.
False (*)