Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist. Creating Customer Value (Answer all questions in this section) 1. This stage of Life time Support provides provides you with an extra three years of support for specific Oracle release for an additional fee. Mark for Re view (1) Points Lifetime Support Policy Premier Support Extended support (*) Sustaining Support None of the above Incorrect, refer to the Creating Customer Value training for more informat ion 2. This stage of Life time Support provides technical support, including acce ss to our online support tools, knowledge bases, and technical support experts. It is available for as long as you license your Oracle products. Mark for Revie w (1) Points Lifetime Support Policy Premier Support Extended support Sustaining Support (*) None of the above Corrrect 3. To customize the Regions on the Main Dashboard you can drag-and-drop those you want included and rearrange them according to how you want them to show up. Mark for Review

(1) Points True (*) False Correct 4. It is a support capability that automates the exchange of configuration in formation between Oracle Support and our customers, enabling proactive detection of issues our customers may encounter, and allowing for faster resolution times in instances where you do run into an issue. Mark for Review (1) Points Change assistant Remote Diagnostcs Agent Support Diagnostics tool Upgrade wizard Configuration Manager (*) Corrrect 5. This is another great resource, available to you 24x7 through the Knowledg e Tab in My Oracle Support. This provides access to our extensive database with more than 800,000 solutions covering the entire range of Oracle products. Mark for Review (1) Points Communtiy tab Service Request tab Knowledge Base (*) Dashboard tab Patches & Updates tabb Corrrect 6. It is an integrated, multichannel, online collaboration portal that levera ges the latest Web 2.0 technologies to provide real-time access to Oracle s knowle dge repository. It is a venue where customers exchange knowledge with an extensi ve network of peers and Oracle experts. Mark for Review (1) Points My Oracle Support Community (*) DB Upgrade companion

Maintenance Wizard Support Diagnostics Tools Configuration manager Corrrect 7. Identify the support model described: This support model support software defects are identified and customers are automatically notified of the potential problem and it s impact. Mark for Review (1) Points Traditional support model Pro-active support model Predictive support model (*) None of the above All of the above Correct 8. To customize the Regions on the Main Dashboard you can drag-and-drop those you want included and rearrange them according to how you want them to show up. Within the Content of a Region you can do the following: (Choose all that appli es) Mark for Review (1) Points (Choose all correct answers) Export directly to a CSV file or Print a view. (*) Resize, re-order, sort, add or remove the region (*) Minimize or maximize the region (*) Each region is context-sensitive with right-click menus. (*) Group the content within the region (*) Corrrect 9. This region from the dashboard cross the enterprise, configuration, et up your dashboard. This region is aking advantage of the Configuration (1) Points News Region Getting started region provides an overall view of system health a or specific targets based on how you have s only available to those customers who are t Manager. Mark for Review

Draft Service Request region System Health Region (*) Service Request region Corrrect 10. This training resource is built for practical real-world situations, allo wing you to gain valuable hands-on experience as well as use the presented solut ions as the foundation for production implementation, dramatically reducing time to deployment. Mark for Review (1) Points Oracle By Example (OBE) (*) Transfer of Information (TOI) Newsletters Customer Services Catalog Sustaining Support Corrrect

Page 1 of 6 Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist. Creating Customer Value (Answer all questions in this section) 11. From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how t o mitigate that risk. Mark for Review (1) Points System Health Region (*) Service Request region

Draft Service Request region Getting started region News Region Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. Extended Support is provided for an how many additional years after Premi er Support ends? Mark for Review (1) Points No limit 8 Years 5 years 1 Year 3 years (*) Corrrect 13. Certifications of New Oracle Products are covered under which level(s) of support? Mark for Review (1) Points Premier Support Extended Support Sustaining Support Premier & Extended Support (*) None of the Above Corrrect 14. Extended Support has a what % uplift over the current Premier support fee for the first year of the Extended Support period. Mark for Review (1) Points 15% 2%

10% (*) 5% 20% Corrrect

MVSP Overview (Answer all questions in this section) 15. There are no call restrictions with other members at the TSANet Classic l evel Mark for Review (1) Points True False (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 16. MVSP can be a replacement for support Mark for Review (1) Points True False (*) Correct 17. which are TSANet relationship levels? Mark for Review (1) Points (Choose all correct answers) Mission Critical Community (*) Closed Group Agreements (*) Classic or Standard Community (*) Open Group Agreements Correct 18. how many MVSP components? Mark for Review (1) Points 1

2 (*) Correct 19. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi ew (1) Points Provides a consistent, collaborative support process by which to engage with Oracle Support. Reduces costs by not having to create and maintain traditional cooperative s upport agreements. Enables practices that align with many industry support certifications. Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*) Reduces training commitment by not having to pursue in-depth training on Ora cle products you do not support. Correct

Oracle Support Basics (Answer all questions in this section) 20. What can you expect following an escalation request? Mark for Review (1) Points Oracle Consultant onsite within 24 hours 24x7 working until problem resolved Support Engineer passes SR to another engineer Oracle Support manager telephones you to discuss your problem and agree to a n action plan (*) Correct

Page 2 of 6 Test: Oracle Database 11g Support Specialist Assessment

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

This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist. Oracle Support Basics (Answer all questions in this section) 21. Which 3 of the following does My Oracle Support allow you access to? Mar k for Review (1) Points (Choose all correct answers) Oracle Education Schedules Oracle User Community (*) Bug information (*) Patches (*) Correct 22. Who retains ownership of the SR? Mark for Review (1) Points Shared ownership throughout (*) Starts with Oracle and then moves back and forth Starts with Partner and then moves back and forth Oracle retains ownership throughout Correct 23. When can you log a SR via My Oracle Support? Mark for Review (1) Points It depends on the level of your Support service 24x7 (*) Every Day, 9am to 5.30 pm Monday to Friday, 9am to 5.30 pm Correct 24. If you wish to escalate further up the Oracle Management chain what must

you have in place? Mark for Review (1) Points Authorisation from your Oracle Account Manager OCS session arranged Escalation contacts further up your internal organisation (*) An additional business case Correct 25. Which 3 of the following will help reduce SR ping-pong? (i.e. Oracle batt ing questions straight back) Mark for Review (1) Points (Choose all correct answers) Fully complete all questions in the SR logging template (*) Give details of any recent changes in your environment (*) Run diagnostics and upload results when SR is raised (*) Raise SR via phone rather than My Oracle Support Correct 26. Who controls My Oracle Support access for your CSI? Mark for Review (1) Points Oracle Sales team Oracle Support Engineer Your Oracle Partner Manager Customer Users Administrator for your CSI (*) Correct

My Oracle Support (Answer all questions in this section) 27. You can search for particular Document ID using PowerView Mark for Revie w (1) Points True False (*)

Corrrect 28. My Oracle Support Global Search searches Mark for Review (1) Points Both the Document Body and the Attachment texts (*) The Document Body text only and not the Attachment text The Attachment text only and not the Document Body text Corrrect

My Oracle Support Community (Answer all questions in this section) 29. This is the region where My Oracle Support Community member can see news pertaining to all communities is shared. Mark for Review (1) Points The News and Announements region (*) The Tags region The Recent content region The Headlines region The Sptolight region Correct 30. In My Oracle Support Community, correctly answering a discussion thread e arns you Mark for Review (1) Points 20 points 10 points (*) 5 points 1 point 2 points Incorrect. Refer to the My Oracle Support Community training for more info rmation.

Page 3 of 6 Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist. My Oracle Support Community (Answer all questions in this section) 31. My Oracle Support Community members have the option to upload supporting attachments to any of the discussions. This can be done by Mark for Review (1) Points Clicking the Attach Files link from within the discussion thread Clicking the Upload Attachments link from within the discussion thread (*) Clicking the Attach Documents link from within My Oracle Support Clicking the Attach Documents link from within the discussion thread Clicking the Upload Documents link from within the discussion thread Correct 32. My Oracle Support Community members have the ability to report any abuse that may be occurring within a discussion or document Mark for Review (1) Points True (*) False Correct 33. This tab in My Oracle Support Community shows recently created communitie s content. Mark for Review (1) Points Discussions and Documents tab (*) People finder tab Private Messages tab

Tags tab Profile tab Correct 34. This is the region where the message from an Oracle Executive is often hi ghlighted. Mark for Review (1) Points The News and Announements region The Getting started region The Spotlight region (*) The Tags region The Recent content region Correct

Oracle Collaborative Support Program (Answer all questions in this section) 35. 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 36. Your system must meet the following requirements to be able to run Oracle Web Conferencing Mark for Review (1) Points (Choose all correct answers) Pop-up blocking must be disabled in your browser (*) Windows 98 or later (*) 1024 x 768 screen resolution (*) Internet Explorer 5.5 or later (*) Microsoft Virtual Machine (VM) or Sun JRE (*)

Correct 37. 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

Oracle Configuration Manager (Answer all questions in this section) 38. What time of day does OCM collect auto-config data? Mark for Review (1) Points The same time of day as you installed OCM. (*) Whenever you want because you have to run OCM manually. At midnight. You can specify the time when setting up the batch process. At 3am. Incorrect. Refer to the Software Config Manager training for more informat ion. 39. What is a healthcheck? Mark for Review (1) Points Another name for RDA output. One of the Support offerings available to ACS customers. Dynamically generated reports based on the output of Support Diagnostics. Dynamically generated reports based on the systems information gathered by s upport agent. (*) Manually run reports based on the systems information gathered by support ag ent. Corrrect 40. What benefits are not available if you use RDA generated configurations?

Mark for Review (1) Points (Choose all correct answers) Detailed configuration view (*) Project creation & tracking Healthchecks (*) Product alerts Service request submissions Corrrect

Page 4 of 6 Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist. Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section) 41. I can use the Configuration Manager to compare configuration data changes between two dates Mark for Review (1) Points True (*) False Correct 42. Comparing configuration data between two dates, I will not be able to see contents that has been removed Mark for Review (1) Points True False (*)

Correct 43. Name two pro-active features of the Configuration Manager Mark for Revie w (1) Points (Choose all correct answers) Hang Analysis Patch Advice (*) SQL Tuning Configuration Comparison System Healthchecks (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information. 44. How far back can I retrieve the historical configuration data? Mark for Review (1) Points Since the first collection (*) Last 90 days Last 30 days Last 7 days Only the last 10 collections Correct 45. What kind of performance impact can be expected on the system while the O CM collector is running? Mark for Review (1) Points Severe degradation because of the heavy tracing involved Tolerable degradation if executed off-peak hours Increased degradation with increased number of collection Negligible impact (*) Improved performance Correct

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) 46. Which following statement are correct for the priority routing of SR with asociated configuration? Mark for Review (1) Points (Choose all correct answers) Troubleshooting is easier and faster than the same type of issue without an associated configuration (*) Oracle will give a higher priority to your Service Requests when associated with a configuration (*) Support engineers will work the SR at 24x7 Provides better information to our Support Engineers (*) Correct

11G Upgrade Best Practices (Answer all questions in this section) 47. Premier Support for 11g ends on August 2012 Mark for Review (1) Points True False (*) Correct 48. Prior to upgrade to 11g from 10g, it is advisable to create Dictionary St atistics Mark for Review (1) Points True (*) False Correct 49. Real Time Application Testing is licenseable Database Pack available in 1 1.1.0.6 Mark for Review (1) Points True (*) False

Correct 50. Real Time Application Testing is composed of Mark for Review (1) Points Database Recorder, Database Replay and SQL Tuning Sets SQL Performance Analyzer , SQL Performance Analyzer and SQL Tuning Sets Database Replay, SQL Performance Analyzer and SQL Tuning Sets (*) Database Replay, Database Performance Analyzer and Database Tuning Sets Database Replay, SQL Performance Optimizer and SQL Tuning Sets Correct

Page 5 of 6 Test: Oracle Database 11g Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer. This 58-question assessment test is the final component of the Oracle Database 11g Support Specialist guided learning path. This assessment will allow you to t est your knowledge level of the information learned from the Oracle Database 11g Support Specialist courses. Passing a >80% of this assessment makes you eligibl e to become an Oracle Database 11g Support Specialist. Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions in this section) 51. What are the three steps required to get the RDA report for Oracle Suppor t Mark for Review (1) Points Any one of the above method can be used Uncompress the RDA bundle in Oracle Home, execute and mail the report to the support engineer Open a web conferencing session with the support engineer. Engineer will exe cute and download the report from the customer's server Download the agent from My Oracle Support, configure and upload done automat ically Download RDA from My Oracle Support, execute and attach the report to a Serv ice Request (*)

Correct 52. Name the two types/areas of the Remote Diagnostics Agent Mark for Review (1) Points (Choose all correct answers) RDA for E-Business Suite (*) RDA for Siebel RDA for Server Technology (*) RDA for Peoplesoft RDA for Service Requests Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 53. The most effective way to escalate a SR is to Mark for Review (1) Points Update the SR with escalation request via My Oracle Support Update SR in My Oracle Support and then call into Support (*) Via your Oracle Account Manager Call into the Support Hotline number Correct 54. You should consider escalating an SR when Mark for Review (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 (*) All of the above

Correct

Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 55. Mastering and achieving great customer service and communication skills w ith your customers will build Customer Loyalty Mark for Review (1) Points True (*) False Correct 56. What the customers want? Customers want and expect the following from Ora cle and it s partners. Select all that applies. Mark for Review (1) Points (Choose all correct answers) Be the Center of Attention when they have Needs priority and attention when issues arise. (*) they want to feel they have

expect us to be proactive and to anticipate their wants and needs (*) staff needs to be proficient in all available communication options and know when to appropriately use each (*) Effectively read customer s preferred communication style (*) None of the above Correct 57. 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 58. To help build an effective customer service model for your business it s im portant to identify and build an effective communication and knowledge model bas ed on the similarities and common characteristics of your customers. Mark for R eview (1) Points True (*) False Correct

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