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My Oracle support oracle.com Test: General Product Support Assessment (v3.

0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0) Premier Support (Answer all questions in this section) 1. Oracle Customers can access the Oracle Lifetime Support Policy PDF via (se lect one or more answers) Mark for Review (1) Points (Choose all correct answers) My Oracle Support (*) oracle.com (*) My Oracle Support Community None of the Above Corrrect 2. What is the best description of the Customer User Administrator (CUA) role ? Mark for Review (1) Points The CUA logs tickets in My Oracle Support on behalf of the Users The CUA is the individual identified by the Oracle Customer to manage User a ccess requests for each of the Customer s Support Identifiers in My Oracle Support (*) The CUA helps Users customize the My Oracle Support regions to maximize the value of the support experience The CUA manages the Customer s profile information on My Oracle Support None of the Above Corrrect 3. A new IT manager from an Oracle Customer is responsible for a team of supp

ort engineers who actively log tickets with My Oracle Support. This manager need s to understand the basics of technical support fees, support period, licenses, technical contacts, and program updates. You should refer them to: Mark for Re view (1) Points The Lifetime Support Policies Support best practices page on oracle.com The help menu in My Oracle Support The Technical Support Policies (*) None of the Above Corrrect 4. Is this an accurate use case? An Oracle Customer is using Oracle E-Busines s Suite Release 12. They would review the Lifetime Support Policy document for O racle Applications to look up the GA date, Premier, Extended, and Sustaining sup port dates that apply to this release. Mark for Review (1) Points True (*) False Corrrect

MVSP Overview (Answer all questions in this section) 5. Which of the following statements are Partner requirements for participati on in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Partner must be accepted into all Product Focus Areas in order to participa te in the MVSP. Partner must apply and received confirmation of acceptance for use of the M VSP benefit. (*) Partner must be trained on all Oracle products they wish to engage with Ora cle Support through the MVSP. Partner must be a current OPN member in good standing. (*) Partner must have a published profile in OPN Solutions Catalog. (*) Correct

Page 1 of 8 Next Summary Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0) MVSP Overview (Answer all questions in this section) 6. which are TSANet relationship levels? (1) Points (Choose all correct answers) Open Group Agreements Closed Group Agreements (*) Classic or Standard Community (*) Mission Critical Community (*) Correct 7. Which of the following statements reflect the value proposition to our Mut ual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Increases the time to implementation for multi-vendor solutions. Mark for Review

Improves response by having all parties involved in the collaboration. (*) Increases the risk and costs associated with owning multi-vendor solutions. Provides enhanced support value for multi-vendor implementations. (*) Strives to prevent the frustration of roves overall satisfaction. (*) finger-pointing between vendors and imp

Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 8. how many MVSP components? (1) Points 1 2 (*) Correct 9. To support mutual customer, MVSP vendor must use customer's CSI to log SR to Oracle to ensure that the customer is a current Oracle support customer Mar k for Review (1) Points True False (*) Correct Mark for Review

My Oracle Support (Answer all questions in this section) 10. The search engine allows you to find your product by typing in any one of a number of known "aliases." Mark for Review (1) Points True (*) False Correct

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Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0) My Oracle Support (Answer all questions in this section) 11. What products can make use of the Patch Recommendations region in My Orac le Support? Mark for Review (1) Points All Products All products supported by Oracle Configuration Manager (*) Oracle E-Business Suite and Oracle Database products JD Edwards product line None of the above Correct 12. You are a manager with responsibility for several different product teams logging service requests in My Oracle Support. Would it be possible to create i ndividual team PowerView filters for easy visibility into the activity for each team? Mark for Review (1) Points True (*) False Correct 13. What is the best definition of Mobile My Oracle Support? w (1) Points Mark for Revie

The main My Oracle Support portal with a different URL for easy access by Sm art Phone My Oracle Support web-based application optimized for mobile devices. Users are able to search the knowledge base.

My Oracle Support web-based application optimized for mobile devices. Users can view and update SRs as well as search the knowledge base. (*) A detachable region in My Oracle Support that can be downloaded and used off line on your mobile device None of the above Correct 14. You initiated a product search using the Knowledge Base search in My Orac le Support. Your search results included an information center. What is an infor mation center? Mark for Review (1) Points A collection of related Service Requests and patches A knowledge object that organizes key information for the User in one place such as Alerts, New Knowledge Documents, News, and Troubleshooting (*) A type of My Oracle Support Community An exclusive Support Training portal None of the above Correct 15. One of your responsibilities is managing the patch strategy for your comp any. What is the most effective approach to finding patch information? (Select a ll that apply) Mark for Review (1) Points (Choose all correct answers) Install Oracle Configuration Manager and make use of the Patch Planner for the system/target you are interested in (*) Use the knowledge base search and search for documents with patch strategy (*) Log an SR and ask Oracle Add the Patch Planner region to your Dashboard view in My Oracle Support Use Knowledge Base search to look for a Patch advisor information center (* ) Incorrect. Refer to the "Patching" training for more information.

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Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0) My Oracle Support (Answer all questions in this section) 16. You are in My Oracle Support Community and see a lengthy thread with a ti tle that suggests the content is relevant to your need. Where is the best place to start reading this thread? Mark for Review (1) Points Read most recent replies first and then continue reading all the replies Read replies in chronological order, starting at the last reply and working forward Read the reply marked as Correct first, then any replies marked Helpful, and then continue with other replies as needed (*) None of the above All of the Above Correct 17. What is the relationship between your SSO and My Oracle Support accounts? Mark for Review (1) Points You can log into My Oracle Support without a SSO login You must apply for your SSO login before you can obtain a My Oracle Support account (*) You must apply for a My Oracle Support account before obtaining a SSO login There is no relationship Correct 18. If you are unable to get traction and progress your service request your best course of action is to Mark for Review (1) Points

Change the Severity level to ensure it gets immediate attention Initiate an escalation (*) Close the existing Service Request and then resubmit as a new Service Reques t None of the above All of the Above Correct 19. When a customer is monitoring their Service Requests, the most desirable status is 'Automatically Closed/Closed Initiated' Mark for Review (1) Points True False (*) Correct 20. Customers can use My Oracle Support to Get Proactive for their installed pr oducts. What are the most common ways to access? Mark for Review (1) Points Users can access the from the My Oracle Support Knowledge tab (Knowledge Lin ks) or by typing Get Proactive in the search knowledge base field in the tab row (*) Users can bypass My Oracle Support and directly access Get Proactive through oracle.com User can click an embedded link within their service request None of the above All of the Above Correct portfolio

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Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer.

This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0) My Oracle Support (Answer all questions in this section) 21. My Oracle Support portal is not customizable (1) Points True False (*) Correct 22. The Knowledge Base in My Oracle Support is used exclusively by Oracle Cus tomers to research and update Service Requests and improve knowledge content M ark for Review (1) Points True False (*) Incorrect. Refer to the "MOS Searching and Browsing in Knowledge Base" tra ining for more information. 23. The Customer User Administrator (CUA) role is assigned and managed by Ora cle Mark for Review (1) Points True (*) False Correct 24. What essential knowledge does the Customer User Administrator (CUA) need in order to deliver the most value to their Company? Mark for Review (1) Points Knowledge of My Oracle Support functionality Knowledge of Automatic Service Request (ASR) set-up and use Understanding of their business model and user base to determine what access privileges best support their business objectives (*) Best practices for logging a new Service Request Mark for Review

None of the above Correct 25. When a specific PowerView is "on", it is propagated throughout My Oracle Support Mark for Review (1) Points True (*) False Correct

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Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0) My Oracle Support (Answer all questions in this section) 26. The Knowledge Base filter in My Oracle Support allows users to search by: Mark for Review (1) Points You can t set filters in this search, just input search terms Product Product and Task Product, Task, and Release (*) Correct 27. Can you identify the features available to you via your Oracle Single Sig n-on (SSO) account? Mark for Review (1) Points

Oracle Store, Oracle Support, Marketing events, Oracle Partner Network (*) My Oracle Support There is no Oracle Single Sign-on account Settings tab in My Oracle Support to update my profile None of the above Correct

Oracle Collaborative Support Program (Answer all questions in this section) 28. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely. Mark for Review (1) Points True (*) False Correct 29. Which of the following are the benefits of using Oracle Collaborative Sup port ? Mark for Review (1) Points (Choose all correct answers) Faster resolution of issues (*) Provide training on how to use a Product Improve Customer Satisfaction (*) Provide customer with license discounts All of the above Correct 30. Voice streaming enables the host to broadcast his voice to attendees, and the attendees can listen to the host either through their telephone or through their PC speakers. Mark for Review (1) Points True (*)

False Correct

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Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0) How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 31. A Customer should ensure the following before requesting for a Service Re quest Escalation Mark for Review (1) Points Review the Service Request for correctness of problem statement Update SR with business impact Update SR with milestone date Assess the appropriateness of severity level (*) All of the above Correct 32. You should consider escalating an SR when (1) Points (Choose all correct answers) you encounter a critical roadblock (*) you are dissatisfied with the resolution or response to a Service Request ( *) the SR was raised with the wrong severity Project deadline is within 10 days (*) Mark for Review

All of the above Correct

Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 33. It is good communication practice to train staff to shield customers from internal issues maintain professionalism and confidence when in front of custom er if internal roadblocks are encountered. Mark for Review (1) Points True (*) False Correct 34. A great deal of customer escalations can be prevented by awareness of cus tomer on knowing what to expect. . Mark for Review (1) Points True (*) False Correct 35. High Customer Satisfaction means: (1) Points (Choose all correct answers) Reducing the number of service requests (*) Reducing the time to resolve issues (*) Lowering the number of escalation (*) 1 & 2 only None of the above Correct Mark for Review

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Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0) Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 36. What are softskills? Soft Skills let your customers know: (Select all tha t applies). Mark for Review (1) Points (Choose all correct answers) They are important (*) As a service provider are knowledgeable (*) We are a staff of professional and solution focused (*) We are setting clear expectations with customers (*) None of the above Correct 37. Select ALL important points to consider to ensuring a productive relation ship with your customers. Mark for Review (1) Points (Choose all correct answers) Under promise and over deliver (*) Teach and develop time-management skills for your employees of tasks, urgency vs impact (*) Define and structure service provided milestones (*) prioritization

what is provided and how, time lines,

Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*) Teach the customer how to better interact with your processes (*) Correct

38. The primary difference between making unhappy customers happy and making happy customers even happier is the point of initiation. With unhappy customers, even if you did not know why they were unhappy before speaking with them, you c an be certain that you soon will learn the reason for their unhappiness. Once yo u know why they are unhappy, it is relatively easy to plot a course of action to convert them into a happy customer. Mark for Review (1) Points True (*) False Correct

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