1.

Who approves End Users and sets their access levels for My
Oracle Support?

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2. How would the Customer User A

3. It is an Oracle recommended be

4. Select the best reason why a Cu

5. The Customer User Administrat

Siguiente

Pgina 1 de 13

Resumen

6. Support
Identifier
groups
allow you
to group
assets
and
products
from the
same
Support
Identifiers
into
virtual
groups (or
container
s).

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Verdadero
Falso (*)
Correct

My Oracle Support Introduction

(Responder todas las preguntas de esta seccin)
7. 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.

(Seleccione todas las respuestas correctas)

Ask your CUA to suggest a layout
Reduce wasted time and frustration by organizing
your dashboard to match your job role and product
(*)
Add as many widgets 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 widgets by default

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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.
8. You have a Hardware SI and your dashboard is NOT
showing the Assets widget. What is the first step you
should take to resolve this issue?

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Click 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 confirm if you have
access to View Assets for the designated SI. If your
Assets column says 'No Access', you will not be able
to add the Assets widget (*)
Select 'Customize Page' on the My Oracle Support
home page and make sure the Asset widget is
displayed on your dashboard
None of the above
Correct
9. As a customer, you want to stay informed about ALL
UPDATES to content related to My Oracle Support. Which
of the following options is the best approach?

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Follow @myoraclesupport on Twitter

Log a non-technical support Service Request and
have the Oracle Support team tell you what is new
View the User Resource Center on your dashboard to
see the latest content (mark it as a favorite) (*)
Subscribe to Hot Topics E-Mail: From Selected
Products, click Add and search for My Oracle
Support, select "Knowledge Articles" and Apply your
changes.
None of the above
Correct
10. The number of tabs you see in My Oracle Support
depends on the Support Identifiers associated with your
account.

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Verdadero (*)
Falso
Correct

My CUA
11. is my
first
point of
contact
for any
access
issues I
experien
ce with
My
Oracle
Support

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Verdadero (*)
Falso
Correct
12. You would like to locate content about what changed in
the LATEST My Oracle Support release. Which of the
following statements best describes the steps you
would follow?

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Post a question in the Using My Oracle Support

Community asking what changes have been made
in the last release
Access the My Oracle Support Resource Center and
view the Release Notes (*)
Call Oracle and log a Service Request to ask what
changes have been made.
Search for 'Release Notes' in the Global Search and
go through the different results.
Correct
13. 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 widgets to my dashboard
associated with this user type
Verdadero
Falso (*)
There are no user type
dashboard customizations
that you can select. My
Oracle Support allows you
to select from many
widgets to create a
dashboard that works
uniquely for your role and
interests. It is fast and easy
to change it any time you
want.

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Knowledge Search and Browse

(Responder todas las preguntas de esta seccin)
14. PowerView is a type of search that you can use in place
of Global Search

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Verdadero
Falso (*)
The PowerView feature
allows you to filter search
results by product family or
other options
15. What is a Search Assistant?

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Some products have created Search Assistants

which allow you to identify where a product issue is
occurring and then recommend documents based
on your selection (*)
An option you can select under Knowledge
Preferences
A new section in the Service Request process
Voice-activated help feature that you can turn on in
My Oracle Support
Correct

A
16common
. problem
that
Users
experien
ce in My
Oracle
Support
when
searchin
g: User
enters a
key word
in the
Global
Search
box and
views
the
results.
User
cannot
find the
desired

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informati
on due
to the
large
volume
of
content
returned
with this
approac
h.
Verdadero (*)
Falso
Incorrect
17. Why would I want to review and update my current
settings for Knowledge Preferences (Settings tab, My
Account)?

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Allows you to provide feedback to My Oracle Support

on ways to improve the quality and content of the
knowledge base
You can update your knowledge widgets to customize
your dashboard
You can make specific choices to customize your
search experience with options like number of search
suggestions and solutions during SR creation (*)
All of the above
None of the above
Incorrect
18. Any time you type a search into the Global Search bar (on
any tab), the results are provided on the Knowledge tab

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Verdadero (*)
Falso
Correct
19. You are looking to install the Oracle E-Business Suite (EBS)
product range. How would you find one document that
outlines everything you need to know?

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Post a question in the EBS Community asking where

you can find a document with everything you need to
know about EBS

Read the documentation on

http://docs.oracle.com/cd/E18442_01/doc.651/e18053/
ebs.htm
On the knowledge Base widget in My Oracle Support,
enter Oracle E-Business Suite on the Search & Browse
tab to access the information center (and view all the
available content in one location) (*)
Log a Service Request and ask for Oracle Support to
send you the information
Search in the Global Search box with the term 'EBS'
The answer is based on the
constraint of 'ONE document';
logging an SR or posting a
question is not searching for one
document (that are other
activities you can do to find
content).

Product Certifications
(Responder todas las preguntas de esta seccin)
20. What is the definition of a certification?

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A combination of Oracle and third-party products that

Oracle has tested and should work together.
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
Correct
21. 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 Oracle
Solaris 11
(SPARC)

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Verdadero (*)
Falso
Correct
22. Is there any reason to check the Certifications tab
on a regular basis if my company has NOT
upgraded any of our products? Select the most
correct answer(s).

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(Seleccione todas las respuestas correctas)

Yes, to check the support dates to understand
when products stop being supported (*)
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
Yes, because you can pick the releases you are
currently running and the Certifications tab will
list out the patch levels (if required) (*)
Incorrect
23. I am not sure of the exact product name to use in
the Certifications tab. What is the best approach?

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Locate the product name glossary on the

Knowledge tab
You should be able to find your product by
typing a portion of the name. The
Certifications search is equipped with aliases
that will suggest product options to you (*)
Create a new thread and ask the Certifications
community
Check your SI to find out exactly how to input
the product name
None of the above
Correct
24. The Certifications tab in My Oracle Support is able
to directly answer all of your certification questions
in a single location.

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Verdadero
Falso (*)
Correct

Patches and Updates

(Responder todas las preguntas de esta seccin)
25. A great resource for additional help in My Oracle
Support is the 'context-sensitive' help located in
the upper-right. You can view detailed answers to
common questions about topics such as Patching.

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Verdadero (*)
Falso
Correct

26. What
are the
best
ways to
downloa
da
patch?
Please
select
all
answers
that
apply.

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(1) Puntos

(Seleccione todas las respuestas correctas)

From my Patch Search Results > mouse-over the line
(not patch number) and select the download option
(*)
From My Patch Search Results > click patch number
> Download (*)
A user cannot directly download a patch from this
site
Search the knowledge base for an article on patching
for your product and click the download links (*)
Open a Service Request to ask Oracle Support to
download the patch from this site
It is an option to ask Oracle Support to download a
patch, but it is not a suggested best practice
27. 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?

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Add the 'Recommended Patch Sets' widget to your

dashboard
Log a Service Request
Use Google to find out what recommended patches
are available
Create a new thread in the appropriate patching

community and discuss with the members of your

community. (*)
Use the Patch Search region on Patches & Updates
tab, Product or Family (Advanced) search. Select
release and type (Patchset) and search. Sort patches
based on date to see the latest displayed first
My Oracle Support Community is the recommended
best practice to not only ask questions but share
experiences with other users
28. What products can use patch plans? Identify an answer
within My Oracle Support with the best description.

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Database, Fusion Applications, Fusion Middleware

and Cloud
Only products which have collector installed and
configuration is being sent to Oracle
Database, Fusion Middleware, and Enterprise
Manager (*)
You set this preference in My Account to identify
patch plans you want to use
All Oracle Products
Incorrect
29. What is a Patch Advisor?

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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
Correct
30. I can use Patch Plans and Upgrade Plans without having
Oracle Configuration Manager installed.

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Verdadero
Falso (*)
Incorrect

How can
31. you
change
your user
number to
a NAME in
My Oracle
Support
Communit
y?

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Call Oracle Support and log a service request

ticket.
Any of the above.
In My Oracle Support - Click the drop down arrow
next to your user name, click My Account and
then update the name field
Click the drop down arrow next to your name and
click Edit Profile. Click Your Profile and then click
Edit next to your user name. (*)
Correct
32. What is a typical consequence of posting a productspecific question into the 'Using My Oracle Support'
Community?

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A moderator for the community will directly email

you to request that you remove this question
The question will trigger an automatic email that
alerts you to ask the question in a different
community
The moderator for the community will see that
the question is not in the right community and
will attempt to find the right community for your
question. This impacts the time to resolution of
your question (*)
None of the above
Correct
33. You have a specific question regarding Oracle
Database. You are new to the community framework
and are not sure how to go about searching to identify
a relevant Database-oriented community. What is
your best approach?
Ask for recommended communities in the Getting
Started section of My Oracle Support.
Post this question in the 'Using My Oracle
Support' Community
Type your Database-related question in the
search bar and view questions already posted in
various Database communities or type Oracle
Database under select a sub-space to see
available communities. (*)

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Open a non-technical Service Request

Use the banner
navigation to locate the
Oracle Database product
and view the subspaces,
select the relevant one
that covers your topic
34. Which of the following attributes describe the value of
My Oracle Support Community?

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Available to users 7x24x365. You can engage in

the global community at a convenient time in
your work day and leverage the shared
experience of peers and subject-matter experts.
(*)
Each community is staffed with a special set of
Oracle support engineers who engage exclusively
with online questions
Using communities allows you to bypass the
standard Service Request creation process in My
Oracle Support and fast-track your issues
None of the above
Correct
35. What is the recommended way to post a discussion in
the Community?

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Navigate to the subspace first. Then, type your

question in the ASK IT box at the top and the
Create a Discussion process is triggered. (*)
Use the create discussion option from the banner,
enter your question and post it to the Using My
Oracle Support Community
Navigate to the subspace. From Activity, click on
start a discussion.
Any of the above
None of the above
Correct
My email
36. is
overflowin
g with
notificatio
ns from
My Oracle
Support
Communit
y. What
options do
I have to
address

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this
problem?
I can adjust my preferences and turn off email
I can go to Activities, view my content streams
and then edit each stream by turning email on or
off as needed.
I can check the spaces I am following to ensure I
am not following top level spaces such as My
Oracle Support (which pushes changes from
EVERY community into my in box).
All of the above (*)
Incorrect
37. The same Oracle Support Engineers that resolve
technical Service Requests also participate in My
Oracle Support Community to share their knowledge
and expertise as part of this trusted community.

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Verdadero (*)
Falso
Correct

Using Support Best Practices for Hardware & Software

(Responder todas las preguntas de esta seccin)
38. Oracle Enterprise Manager Harvest Job is a collection
tool that gathers information about your Oracle setups, configuration, and OS. You can automate this
information transfer with Oracle

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Verdadero (*)
Falso
Correct
39. You can view Health Recommendations in My Oracle
Support before you enable a collection mechanism.

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Verdadero
Falso (*)
Correct

40. How is this type of collected data valuable to you?

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It provides specific patching recommendations

The data collected provides an understanding of
the configuration of Oracle software, revision
levels, and the operating system and patching
levels (*)
The data helps to determine how often you log
Service Requests
The data links to certification information on the
Certifications tab for operating systems
None of the above
Correct
What is
41. the best
definitio
n of a
Fully
Qualifie
d
Service
Request
?

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A Service Request must have attached log files to be

Fully Qualified
Only Service Requests created by ASR are
considered fully qualified
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 (*)
A Service Request that provides just a few facts to
get Oracle Support engaged
A Service Request logged by your CUA
Correct
42. If a customer or partner has a Hardware Support
Identifier (SI), what permissions do general My Oracle
Support Users need to view Assets in My Oracle Support?

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None. It is available to all users

CUA Access level
Asset-View access level (*)
SR Create & Update
Incorrect

43. 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 the ASR
manager installed on the network, asset is ASR qualified,
ASR install process 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.

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Verdadero (*)
Falso
Incorrect

Create and Manage Service Requests

(Responder todas las preguntas de esta seccin)
44. Which of the following is NOT an acceptable way to send
data to Oracle?

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Upload the relevant files when creating the SR

Upload files to Oracle using sftp with SR number as
part of the file name
Upload Hardware related files using
supportfiles.oracle.com
Send an email to Support Engineer's personal email
address with support data (*)
Correct
45. 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?

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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
The knowledge base
attempts to identify
solutions based on the
information you provide.
Taking the time to provide
accurate and detailed
information increases the
likelihood of a suggested
solution addressing your
issue

You were
46. able to
resolve a
Service
Request
before
Oracle
Support
came
back
with a
suggest
ed
solution.
What
should
you do?

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Click on 'Close SR' and provide detailed comments

(Update Detail) on the solution you found to help
Oracle Support improve our 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
47. When should Severity 1 be selected?

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To get immediate attention to your Service Request

When your business has stopped functioning due to
an issue on your Oracle System, Software, or
Application (*)
When your testing system is down
Only when you have requested an Escalation of the
issue
All of the above
Incorrect
48. Which of the following is the best example of a Service
Request Problem Summary?

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Blue screen
System not working

MySql - using JDBC eWay is experiencing a

connection problem - ClassName not found (*)
Application is slow
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 summary lines
and for the Oracle Support
engineer to 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.
49. If 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

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Verdadero (*)
Falso
Incorrect
50. 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 describing the
problem

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Verdadero
Falso (*)
Incorrect
What is
51. the best
descripti
on of
Mobile
My
Oracle
Support?

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A new type of My Oracle Support Community

intended for users who want to review threads with
their mobile device
A version of My Oracle Support that you can
download to run on your desktop

My Oracle Support web-based application

optimized for mobile devices (*)
A new messaging system that emails you SR
updates via your smart phone
None of the above
Correct
52. The two main functions you can accomplish in My
Oracle Support Mobile are to view and update Service
Requests and search the knowledge base

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Verdadero (*)
Falso
Correct
53. A best practice to get the most value from Mobile My
Oracle Support would be to mark as favorites any bugs
or documents that you want to revisit and review when
you have more time back at your desk. You will not
waste any time trying to find them again when you go
back to the My Oracle Support portal

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Verdadero (*)
Falso
Incorrect
54. The Customer User Administrator for my organization is
able to utilize Mobile My Oracle Support to review
access requests with just a smart phone and Internet
access.

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Verdadero (*)
Falso
Correct
55. The Mobile My Oracle Support application is only
available to Users with the Customer User
Administrator (CUA) role

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(1) Puntos

Verdadero
Falso (*)
Incorrect

Mobile My Oracle Support

(Responder todas las preguntas de esta seccin)

56. You are a CUA for your company. You are currently in a threeday 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.

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(1) Puntos

Verdadero
Falso (*)
Correct

Oracle Support Policies

(Responder todas las preguntas de esta seccin)
57. What is the best approach to resolve the issue of not being
able to download a specific patch for a Product (after the
Support Date has passed).

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Contact your Oracle Sales representative and purchase

Extended Software support for your product that needs
patching (*)
Contact your Oracle Sales representative and ask them to
call Oracle Support and send you the patch
Google to see if the patch is available somewhere on the
Internet
Log a Service Request and ask Oracle to send it to you
Correct
58. What is the recommended way to locate content about the
End Date of support for a product? Select all that apply.

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(Seleccione todas las respuestas correctas)

Use the Certifications tab and review the support-specific
content (*)
Call your Oracle Sales or Account Representative
Log a Service Request and request information about
support dates
Access oracle.com and review the support PDF and
search for support dates (*)
Correct
59. What items are covered by your Premier Support Policy?
Select all that apply.

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(1) Puntos
(Seleccione todas las respuestas correctas)
Access to My Oracle Support Community (*)
Access to Oracle Product knowledge and Oracle Product
bug fixes (*)
Access to Oracle Engineers to perform mapping business
requirements to product functionality
Access to new functionality included in Oracle Patches
and Upgrades (*)
Access to Oracle Support Engineers to de-code
customized code and undertake script development
Correct
60. What are the best methods to stay informed about the latest
information on Oracle Technical Support policies?

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(Seleccione todas las respuestas correctas)

Search technical support on oracle.com and review the
posted policy PDFs often (*)
Download the Oracle Technical Support Policies and use
these as your reference guide
Search in My Oracle Support for 'Technical Support
Polices' (*)
Log a Service Request and ask Support to provide
information about support policies
All of the answers are possible options to stay informed
about the Oracle Technical Support Policies; however, the
best methods are 1 and 3.

Which of
61. the
following
statements
are Partner
requiremen
ts for
participatio
n in Oracle
Collaborati
ve Vendor
Support
(OCVS)?

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(Seleccione todas las respuestas correctas)

Partner must have a published profile in OPN
Solutions Catalog. (*)
Partner must apply and received confirmation of
acceptance for use of the OCVS benefit. (*)
Partner must be trained on all Oracle products
they wish to engage with Oracle Support through
the OCVS.

Partner must be accepted into all Product Focus

Areas in order to participate in the OCVS.
Partner must be a current OPN member in good
standing. (*)
Incorrect. Refer to the
Oracle Collaborative
Vendor Support (OCVS)
Overview training for
more information.
62. By participating in OCVS as either a TSANet or OPN
member vendors are required to enter into time
consuming or costly support or legal agreements.

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Verdadero
Falso (*)
Incorrect. Refer to the
Oracle Collaborative
Vendor Support (OCVS)
Overview training for
more information.
63. To support a mutual customer, an OCVS vendor must
use customer's CSI to log SR to Oracle to ensure that
the customer is a current Oracle support customer

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Verdadero
Falso (*)
Correct
64. Which of the following statements regarding our
value proposition to our Partners for Oracle
Collaborative Vendor Support (OCVS) is NOT true?

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Enables practices that align with many industry

support certifications.
Reduces training commitment by not having to
pursue in-depth training on Oracle products you
do not support.
Reduces costs by not having to create and
maintain traditional cooperative support
agreements.
Provides a consistent support process for all of a
Partner's support needs, regardless of a Mutual
Customer's involvement. (*)
Provides a consistent, collaborative support
process by which to engage with Oracle Support.
Correct

65. Under the OCVS model, a customer calls a vendor for

a technical problem. While the support analyst
decides involvement from another vendor, he will log
an SR to the other vendor, then customer follows the
other verndor's SR process.
Verdadero
Falso (*)
Correct

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