Académique Documents
Professionnel Documents
Culture Documents
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.
True/False
2. This is another resource containing recorded discussions during which development outlines functionality included within new product releases. Newsletters Customer Services Catalog Lifetime Support Policy Transfer of Information (TOI) Sustaining Support
3. The Inventory and Usage region is available even for those who are not using the Configuration Manager. True / False 4. Identify the support model described: This support model centered around reactively working customer issues. You work with support on the issue, identify a solution, and then move to implement that solution. Traditional support model Pro-active support model Predictive support model None of the above All of the above 5. List ALL what is is available within the Getting Started region
6. This training resource is built for practical real-world situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment Customer Services Catalog Newsletters Sustaining Support Oracle By Example (OBE) Transfer of Information (TOI) 7. Product Information Centers are one stop shops maintained within our knowledge base that contain information about specific products and releases. True / False 8. Our main focus in Support is to assist in minimizing any disruptions to your system. We do this through (Choose all correct answers) Problem Avoidance through the Configuration manager health checks Self Service Resolution - resolving problems without the need to contact Oracle Support Reduction in resolution time - minimizing the time spent to resolve an issue Answers 1 & 2 only None of the above 9. This is another resource available to customers designed to promote awareness and understanding of the available support tools and resources to allow you to get the most out of your support investment Newsletters Transfer of Information (TOI) Customer Services Catalog Sustaining Support Support Process and Tools advisor webcasts 10. This region where we push important information from Oracle to our customers about what is happening within support, about critical patches that have become available, about significant changes that may be occurring within support. Service Request region News region Breaking News region
Getting started region Draft Service Request region 11. This region contains the capability to drill down and see the details for any of the systems in your collected configurations. You can compare point in time history of your systems as well, allowing you to identify any changes that have occurred over time. Getting started region Service Request region Draft Service Request region Systems region News region 12. Certifications of New Oracle Products are covered under which level(s) of support? Premier Support Extended Support Sustaining Support Premier & Extended Support None of the Above 13. Premier Support Extends for how many years after a product's release? 10 years No limit 8 Years 1 Year 5 years 14. Certifications with most New Third Party Products/Versions are covered under which level(s) of support? Premier Support Extended Support Sustaining Support Premier & Extended Support None of the Above
15. Which of the following statements reflect the value proposition to our Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)? (Choose all correct answers) Increases the time to implementation for multi-vendor solutions. Increases the risk and costs associated with owning multi-vendor solutions. Strives to prevent the frustration of finger-pointing between vendors and improves overall satisfaction. Provides enhanced support value for multi-vendor implementations. Improves response by having all parties involved in the collaboration. 16. MVSP can be a replacement for support True / False 17. which year was TSANet established? 1994 1991 1990 1993 1992 18. Which of the following statements are Partner requirements for participation in the Multi-Vendor Support Program (MVSP)? (Choose all correct answers) Partner must be accepted into all Product Focus Areas in order to participate in the MVSP. Partner must apply and received confirmation of acceptance for use of the MVSP benefit. Partner must be trained on all Oracle products they wish to engage with Oracle Support through the MVSP. Partner must have a published profile in OPN Solutions Catalog. Partner must be a current OPN member in good standing. 19. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true? A Partner should enroll in the MVSP proactively if they provide support services to mutual customers.
The MVSP is offered as a value-added benefit at no additional costs to Oracle Partners as part of their OPN membership. Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN. A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. Useful MVSP enrollment information can be found on the OPN portal under Support > Learn About Support Offerings and Benefits. 20. Where can you find up-to-date information about support tools and processes? (Choose all correct answers) CSI Number OPN My Configs and Projects My Oracle Support 21. When can you log a SR via My Oracle Support Monday to Friday, 9am to 5.30 pm Every Day, 9am to 5.30 pm It depends on the level of your Support service 24x7 22. True or False? An SR should be escalated when the severity assigned does not reflect the true business impact True False 23. Which severity should a SR be raised at if there if a minor impact on the business? Severity 2 Severity1 Severity 4 Severity3 24. Which of the following is not a benefit of the Oracle Diagnostic Tools? Captures customer configuration information Application customers can run proactive tests
Customer can log an SR and leave all action with Oracle until resolved Reduces SR ping-pong 25. Which of the following is not normally provided via My Oracle Support Certification information Diagnostic Tests Access to SR logging Certified Advantage Partner Criteria 26. What is Oracle's on-line Support Service? Premier My Oracle Support OPN Service Request 27. The Service Request Home Page contains Service Requests, Draft Service Requests and Bug Summary Mark for Review (1) Points
True
False
28. Lifecycle PowerView Filter requires Configuration Mark for Review (1) Points
True
False 29. This tab in My Oracle Support Community shows recently created communities content. Mark for Review (1) Points
Profile tab
Tags tab
30. In the Rewards and Recognition program of My Oracle Support Community, User Reputation Model calculates points based on member participation, document contribution, as well as customer and partner feedback. Mark for Review (1) Points
True
False 31. In My Oracle Support Community, it is not possible to navigate directly to a specific page number Mark for Review (1) Points
True
False
32. This tab in My Oracle Support Community is a way for you to organize and easily find community content. Mark for Review
(1) Points
Profile tab
Tags tab
33. Your Personal Information region in User Profile in My Oracle Support Community contains Mark for Review (1) Points
Name
Phone
Race
34. 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 Upload Documents link from within the discussion thread
Clicking the Attach Documents link from within the discussion thread
35. Which of the following are the benefits of using Oracle Collaborative Support ? Mark for Review (1) Points
All of the above 36. 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
37. Your system must meet the following requirements to be able to run Oracle Web Conferencing Mark for Review (1) Points
Windows 98 or later
38. What time of day does OCM collect auto-config data? Mark for Review (1) Points
You can specify the time when setting up the batch process.
At 3am.
At midnight.
Dynamically generated reports based on the systems information gathered by support agent.
Manually run reports based on the systems information gathered by support agent.
40. What do product alerts provide you with? Mark for Review (1) Points
Links to documentation.
Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section)
41. How far back can I retrieve the historical configuration data? Mark for Review (1) Points
Last 90 days
Last 7 days
Last 30 days
42. Thousands of enterprise wide configuration can be filtered by using a My Oracle Support feature called Mark for Review (1) Points
System Filter
Powerview
No such feature
Configuration Selector
43. Complete inventory reporting is available ONLY if we are using the Configuration Manager Mark for Review (1) Points
True
False
44. What are some typical configuration information are collected by OCM? Mark for Review (1) Points
Session information
45. While reviewing details of a configuration, I am able to create a service request without having to go to the Service Request tab in My Oracle Support Mark for Review (1) Points
True
False 46. Which following statement are correct for the priority routing of SR with asociated configuration? Mark for Review (1) Points
Oracle will give a higher priority to your Service Requests when associated with a configuration
Troubleshooting is easier and faster than the same type of issue without an associated configuration
47. An SQL baseline representing trusted execution plan is created during Mark for Review (1) Points
48. The three phases for plan stability are Mark for Review (1) Points
50. Prior to upgrade to 11g from 10g, it is advisable to create Dictionary Statistics Mark for Review (1) Points
True
False 51. Name the two types/areas of the Remote Diagnostics Agent Mark for Review (1) Points
52. Remote Diagnostic Agent output is encrypted and special privileges are required to view it. Mark for Review (1) Points
True
False
How to Escalate a Service Request within Oracle Support (Answer all questions in this section)
53. If you wish to escalate further up the Oracle Management chain what must you have in place? Mark for Review (1) Points
54. A Customer should ensure the following before requesting for a Service Request Escalation Mark for Review (1) Points
Customer Service Soft-skills Training Best Practices (Answer all questions in this section)
55. High Customer Satisfaction means: Mark for Review (1) Points
1 & 2 only