1/5/20, 11:42 AM

Test: Oracle Cloud Support Specialist Assessment

Answer the question(s) on this page, and click Next to go to the next test page. Click Summary to see which questions you
need to answer before submitting the test. Click Finish Test if you are ready to submit your test.
This 60-question assessment test is the final component of the Oracle Cloud Support guided learning path. This assessment
will allow you to test your knowledge of the information provided in the Oracle Cloud Support Learning Plan. Receiving a
passing score of 80% or higher makes you eligible to become an Oracle Cloud Support Specialist. Please note that you are
only able to access the assessment once within a 24-hour period.
Introduction to Oracle Cloud Support Accreditation
(Answer all questions in this section)
1. Which of the following actions are recommended to help you have the best experience with your Mark for Review
Oracle Cloud Support Accreditation?
(1) Points
(Choose all correct answers)
Try it yourself to fully understand the functionality
Complete at least one Level 2 accreditation before attempting Oracle Cloud Support
Accreditation
Call your Account Manager to set up a customer-facing training session prior to undertaking
Oracle Cloud Support Accreditation

m
Leverage the study guide throughout your accreditation. Have the appropriate module open

er as
and use it while watching the video

co
2. You should have your study guide open prior to undertaking the accreditation series. A

eH w
Mark for Review
recommended best practice is to review the guide before starting to preview the video learning
(1) Points

o.
content. rs e
True
ou urc
False

3. As a Cloud Support user, you will ONLY need to use the Cloud Support Portal. Mark for Review
o

(1) Points
aC s

True
vi y re

False

4. The audience for the Cloud Support Accreditation are users with a Cloud Service Subscription. Mark for Review
(1) Points
ed d

True
ar stu

False

Oracle Cloud Support Policies

is

(Answer all questions in this section)

Th

5. John has a number of recommended ways to stay informed that he learned about in the Mark for Review
accreditation series. Check all that apply:
(1) Points
Follow Twitter @myoraclesupport and read the My Oracle Support Blog
sh

Set up favorites and email notifications in Cloud Support Portal

Log a non-technical service request to ask about the latest portal updates
Have monthly meetings with his account manager for the latest updates about My Oracle
Support
6. What options enable a user to LOCATE support policies for SaaS? Mark for Review
(1) Points
Access your browser favorites that you created during the accreditation training to quickly
access the support policy information you bookmarked
Go to documents.oracle.com and look up your product to find support policies
Add the Support Policy region to your dashboard in My Oracle Support and use the links
there

http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp Page 1 of 5
https://www.coursehero.com/file/52896254/Oracle-Cloud-Support-Specialist-Assessmentpdf/
 1/5/20, 11:42 AM

Click the LEARN MORE link on the bottom of the Cloud Support Portal to jump to support
policy information
7. As an experienced Oracle Cloud Support user, you should review your support policies ONCE per Mark for Review
week to ensure you are up to speed.
(1) Points
True
False

8. John is getting ready for his weekly project team meeting, and he needs to provide an update. Mark for Review
To prepare for that, he can access documentation from cloud.oracle.com for his Cloud Services.
(1) Points
True
False

Customer User Administrator and Support Identifiers

(Answer all questions in this section)
9. John wants to implement some best practices for the CUA. He understands it is a recommended Mark for Review
best practice for the CUA to review who has access to each Support Identifier each quarter.
(1) Points

m
er as
True
False

co
eH w
10. In Cloud Support, you can log a service request for a product NOT associated to your support Mark for Review
identifier.

o.
rs e (1) Points
True
ou urc
False

11. Where can John change his phone number? Mark for Review
o

(1) Points
aC s

He should send a request to his CUAs to update the phone number.

vi y re

My Account in Cloud Support, under Personal Information

My Oracle Support on the Service Requests tab.
My Account in Cloud Support, under Personalization
ed d

12. The Customer User Administrator(CUA) is the person who can approve your access to Support Mark for Review
ar stu

Identifiers. This role is also referred to as Administrator.

(1) Points
True
False
is

13. It is a recommended best practice to have ONE CUA per Support Identifier. Mark for Review
Th

(1) Points
True
False
sh

14. What is a recommended best practice when requesting access to a new SI? Mark for Review
(1) Points
Click Request Access and submit.
Use the fast track feature to automatically request access to the target SI
Provide a specific business reason for the request such as joining a new project team
Provide contact information for all users on the project team. These users need to be
associated with the SI.
None of the above

http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp Page 2 of 5
https://www.coursehero.com/file/52896254/Oracle-Cloud-Support-Specialist-Assessmentpdf/
 1/5/20, 11:42 AM

Cloud Support Portal Overview

(Answer all questions in this section)
15. John recently created a new Service Request. When he returns to the Cloud Support Portal, he Mark for Review
does NOT see the SR. What is the recommended way to resolve this?
(1) Points
He can pick a different Support Identifier and create a new ticket that he will be able to see.
It is likely a browser refresh issue. He should log out and then log back in to see the SR.
He can reach out to his CUA to get the correct SI assigned or use the Contact Us link in My
Oracle Support.
He needs to use the Customize Page link in the Cloud Support Portal to add My Service
Requests region to his Dashboard.
16. John is looking at his dashboard in the Cloud Support Portal. His service requests are grouped Mark for Review
into Open, Oracle Working, and Needs Attention. As a best practice, which of these statuses
(1) Points
should he update first?
Oracle Working
Open
Needs Attention

m
17. In the Cloud Support Portal, users have the ability to click the Help menu to see the Mark for Review

er as
documentation for the page displayed.
(1) Points

co
eH w
True
False

o.
rs e
18. John is using the Cloud Support Portal, and he enters his search phrase. How should he deal Mark for Review
ou urc
with Services in most scenarios?
(1) Points
Click ALL SERVICES
Scroll through service list and pick the service associated to his search need
o

Leave the default and click the magnifying glass search icon
aC s

The portal will select the appropriate service based on the search
vi y re

19. In Cloud Support Portal, you can ONLY create service requests from the Service Requests tab. Mark for Review
(1) Points
ed d

True
ar stu

False

20. In personalization, you can ONLY set your language to English to log a service request. Mark for Review
(1) Points
is

True
Th

False

Searching in Cloud Support Portal

(Answer all questions in this section)
sh

21. When John enters a document number in the cloud support portal, ONLY the document number Mark for Review
entered is returned.
(1) Points
True
False

22. What functions are NOT available in the Cloud Support Portal associated to a Knowledge Mark for Review
document you have open?
(1) Points
(Choose all correct answers)
Add the document to your list of Favorites by clicking the Gold Star

http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp Page 3 of 5
https://www.coursehero.com/file/52896254/Oracle-Cloud-Support-Specialist-Assessmentpdf/
 1/5/20, 11:42 AM

Create a browser bookmark for the document for future reference

Provide feedback on the document
Ability to see the Document ID number

23. The Cloud Support Portal search is divided into two areas: The search area and the Oracle Mark for Review
Products you have.
(1) Points
True
False

24. A recommended best practice is to enter your search phase and THEN select the service you are Mark for Review
using.
(1) Points
True
False

25. In the Cloud Support Portal, the search results are from the Knowledge base source of content. Mark for Review
There are additional search resources available in My Oracle Support.
(1) Points
True

m
False

er as
co
26. In the Cloud Support Portal, you select the ALL KNOWLEDGE search filter to see all documents Mark for Review

eH w
in the Knowledge Base that meet your criteria. This may include documents about services that
(1) Points
you are not subscribed to.

o.
True
rs e
ou urc
False

Using Oracle Community

(Answer all questions in this section)
o
aC s

27. Cloud Customer Connect is just for cloud services users and allows users to see upcoming Mark for Review
calendar events, discussion forums, maintenance windows and other targeted information.
vi y re

(1) Points
True
False
ed d

28. From the Cloud Support portal community tab, clicking on Oracle BigMachines CPQ takes you to Mark for Review
ar stu

My Oracle Support Community in the correct space for you to ask your Oracle BigMachines CPQ
(1) Points
Cloud Service question.
No, it takes you to the Oracle Technology Network for BigMachines
is

No, this takes you to the My Oracle Support Community and then you select your subspace
from the navigation banner
Th

No, It takes you to the cloud.oracle.com community page for BigMachines

Yes, for products listed that take you to My Oracle Support Community, this is the default
functionality
29. John is in the Human Capital Management subspace, and he wants to ask a BigMachines Mark for Review
sh

question. What is the recommended best practice he should follow?

(1) Points
Use the banner navigation to locate Cloud (MOSC), and click on Oracle BigMachines CPQ
subspace to review content or post a question
Log a service request as a severity 4 as this is a how-to question
Go ahead and ask the question in this community space
Use the new redirect feature in community to automatically push your question to the right
community
30. What is the FASTEST way to see all of the discussions in a My Oracle Support Community Mark for Review
subspace?
(1) Points
Click the Activity button on the top of the screen

http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp Page 4 of 5
https://www.coursehero.com/file/52896254/Oracle-Cloud-Support-Specialist-Assessmentpdf/
 1/5/20, 11:42 AM

Click the Banner navigation and then click your subspace

Click the Content Tab
Go to View Profile, Activity

Page 1 of 2 Next Summary Finish Test

m
er as
co
eH w
o.
rs e
ou urc
o
aC s
vi y re
ed d
ar stu
is
Th
sh

http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp Page 5 of 5
https://www.coursehero.com/file/52896254/Oracle-Cloud-Support-Specialist-Assessmentpdf/

Powered by TCPDF (www.tcpdf.org)