Test: Sun ZFS Storage Appliance Help Desk Support Consultant Creating Customer Value (Answer all questions

in this section)

Online Assessment

1. When using the Configuration Manager this region provides the opportunity to share with Oracle Support the details of what is going on within your configu rations. your support engineer not only has access to your environment details w hen working an issue. Engineers have visibility (through projects). News region Draft Service Request region Projects region (*) Knowledge region Getting started region Corrrect 2. 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. Traditional support model Pro-active support model Predictive support model (*) None of the above All of the above Correct 3. This is another resource available to customers designed to promote awaren ess and understanding of the available support tools and resources to allow you to get the most out of your support investment. Transfer of Information (TOI) Newsletters Support Process and Tools advisor webcasts (*) Customer Services Catalog Sustaining Support

Corrrect 4. The My Oracle Support framework was created using FLEX Technology from Ado be. Using the Flash viewer allowed the flexibility to design a system that is ve ry user friendly. True (*) False Correct 5. 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) (Choose all correct answers) Resize, re-order, sort, add or remove the region (*) Export directly to a CSV file or Print a view. (*) Minimize or maximize the region (*) Group the content within the region (*) Each region is context-sensitive with right-click menus. (*) Corrrect Creating Customer Value (Answer all questions in this section) 6. 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. Change assistant Upgrade wizard Support Diagnostics tool Configuration Manager (*) Remote Diagnostcs Agent Corrrect

7. From this region you can drill down to specific dashboard where you will f ind the details on what each health check was looking at, the potential system i ssues, what risk is involved with the current setting and suggestions for how to mitigate that risk. System Health Region (*) Getting started region Service Request region Draft Service Request region News Region Corrrect 8. This resource brings you news, technical content, and technical updates fr om the various Oracle Support teams. They are created for the purpose of enhanci ng your service experience with Oracle Support by proactively providing you with valuable information. Sustaining Support Customer Services Catalog Newsletters (*) Lifetime Support Policy Transfer of Information (TOI) Corrrect 9. 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. Knowledge Base (*) Service Request tab Communtiy tab Dashboard tab Patches & Updates tabb Corrrect 10. Identify the support model described: Support model that provides informa

tion about the latest issues and patches, then you as a customer review what sol utions may or may not apply in your environment. Traditional support model Pro-active support model (*) Predictive support model None of the above All of the above Incorrect, refer to the Creating Customer Value training for more informat ion Creating Customer Value (Answer all questions in this section) 11. This stage of Life time Support provides maintenance and support of Oracl e database, middleware, and application products for 5 years from their general availability date. Lifetime Support Policy Premier Support (*) Extended support Sustaining Support None of the above Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. True False (*) Corrrect 13. Lifetime Support is only Applicable to which of the following Oracle Prod ucts?

JDEdwards PeopleSoft Oracle E-Business Siebel All of the above (*) Corrrect 14. Premier Support Extends for how many years after a product's release? 10 years 5 years (*) 1 Year No limit 8 Years Corrrect

MVSP Overview (Answer all questions in this section) 15. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? 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. Reduces training commitment by not having to pursue in-depth training on Ora cle products you do not support. Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*) Enables practices that align with many industry support certifications. Correct MVSP Overview (Answer all questions in this section)

16. Which of the following is the support challenges at the multiple vendor c omputing environment? Complexity of MVS environments Rising Multi-Vendor Support Activity Expanding call Resolution Times Prohibitive Training Demands for technical analysts none of the above (*) All of the above Correct 17. Which of the following statements are Partner requirements for collaborat ion in the Multi-Vendor Support Program (MVSP)? (Choose all correct answers) Partner must direct Mutual Customers to contact Oracle Support directly on Oracle-related issues. Partner must establish their own severity levels and response timeframes fo r Mutual Customer support issues. Partner must provide and maintain standard contact and escalation informati on for the MVSP. (*) Partner must provide the Mutual Customer s support identification number when collaborating with Oracle Support. (*) As part of the MVSP, Partners have the option of collaborating with Oracle Support on a Mutual Customer support issue. Correct 18. which are TSANet relationship levels? (Choose all correct answers) Mission Critical Community (*) Closed Group Agreements (*) Open Group Agreements Classic or Standard Community (*)

Correct 19. There are no call restrictions with other members at the TSANet Classic l evel True False (*) Correct

Oracle Support Basics (Answer all questions in this section) 20. What can you expect following an escalation request? 24x7 working until problem resolved Oracle Support manager telephones you to discuss your problem and agree to a n action plan (*) Oracle Consultant onsite within 24 hours Support Engineer passes SR to another engineer Correct Oracle Support Basics (Answer all questions in this section) 21. What is the most effective way to escalate a SR? Update SR in My Oracle Support and then call into Support (*) Via your Oracle Account Manager Update My Oracle Support Call into Support Correct 22. Who retains ownership of the SR? Starts with Oracle and then moves back and forth Starts with Partner and then moves back and forth

Shared ownership throughout (*) Oracle retains ownership throughout Correct 23. Which 3 of the following will help reduce SR ping-pong? (i.e. Oracle batt ing questions straight back) (Choose all correct answers) Run diagnostics and upload results when SR is raised (*) Give details of any recent changes in your environment (*) Fully complete all questions in the SR logging template (*) Raise SR via phone rather than My Oracle Support Correct 24. Which of the following is not normally provided via My Oracle Support Access to SR logging Diagnostic Tests Certification information Certified Advantage Partner Criteria (*) Correct 25. When should a SR severity be changed? When escalating a SR Never When the impact on the business changes (*) As soon as the SR is opened Correct Oracle Support Basics (Answer all questions in this section) 26. When an SR is raised, what should you check?

The SR has been immediately escalated An OCS session has been immediately arranged The Support Manager has been alerted The SR raised at a severity that correctly reflects the business impact (*) Correct 27. Which tool allows Oracle to connect to a customer's system and view infor mation? SR (Service Request) RDA (Remote Diagnostic Agent) MCP OCS (Oracle Collaborative Support) (*) Correct 28. True or False? Escalating an SR and raising the severity of a SR have exa ctly the same impact True False (*) Correct

My Oracle Support (Answer all questions in this section) 29. You can search for particular Document ID using PowerView True False (*) Corrrect 30. How many filters can you add using PowerView

As many as you need (*) None 1 10 5 Corrrect My Oracle Support (Answer all questions in this section) 31. Lifecycle PowerView Filter requires Configuration True (*) False Corrrect 32. When creating a new Service Request, you can autofill your request using

(Choose all correct answers) System Configuration (*) Existing Service Request (*) Project Information Default SR Profile Service Request Profile (*) Corrrect

My Oracle Support Community (Answer all questions in this section) 33. The main idea behind the My Oracle Support Community is to connect people and to develop information. Oracle does this by using tools such as discussion forums, document exchange, tagging, searching, and messaging. True (*) False

Correct 34. In My Oracle Support content this represents a collection of Communities. Often, organize in a tree structure so members can easily find the topics which are listed. Community Categories (*) Messages Discussions Threads Correct 35. This business tool - My Oracle Support Community gives you:(Choose all correct answers) Immediate access to an extensive network of resources to locate answers to your questions (*) access to Oracle experts, industry peers, and an aggregate of knowledge res ources (*) Access to resolution information Support as well as the robust search capab ility against collective community knowledge. (*) A venue to share best practices and knowledge with peers and experts. (*) None of the above Correct My Oracle Support Community (Answer all questions in this section) 36. The Main Community Home Page contains links to new member orientation res ources, recorded trainings, FAQs, and a variety of other helpful resources for t hose of you just starting out in the communities. True (*) False Correct

37. This tab in My Oracle Support community is a way for you to organize and easily find community content. Private Messages tab Discussions and Documents tab People finder tab Profile tab Tags tab (*) Correct 38. This is the region where the Community Members can follow as their rank g rows through their continued community participation. The Rank region (*) The Getting started region The Tags region The News and Announements region The Recent content region Correct

Oracle Collaborative Support Program (Answer all questions in this section) 39. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. True (*) False Correct 40. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely. True (*)

False Correct Oracle Collaborative Support Program (Answer all questions in this section) 41. 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. True (*) False Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 42. Escalation Process should be used for Increasing the severity of your Service Request to 1 Arranging on-site assistance Draw higher level of attention to business critical issue from Oracle Suppor t Management. (*) Arranging for a call from Sales Team or your Account Manager All of the above Correct 43. When a Service Request meets the de-escalation criteria or is no longer c ritical , the Escalation Owner can de-escalate it , with your agreement. True (*) False Correct

Customer Service Soft-skills Training Best Practices (Answer all questions in this section)

44. Mastering and achieving great customer service and communication skills w ith your customers will build Customer Loyalty True (*) False Correct 45. What the customers want? Customers want and expect the following from Ora cle and it s partners. Select all that applies. (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 kno w when to appropriately use each (*) Effectively read customer s preferred communication style (*) None of the above Correct Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 46. Customer Loyalty propels your company forward increasing sales and profit ability. True (*) False Correct 47. When reviewing communication standards in your company it s important to re view and address the following subject. List all that applies. (Choose all correct answers) Use different vocabularies for addressing managers vs high tech database ad ministrator (*) Observe proper etiquette in address customers. (*)

Develop protocol for conducting and managing conference calls (*) Speak in a tone that offers support and confidence. (*) Understand how to properly address conflict and issues to defuse emotion (* ) Correct 48. 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. True (*) False Correct 49. Benefits of Customer Soft-Skills training program will enable partners to : (Choose all correct answers) Achieve industry leadership (*) Create a supreme ownership experience to their end customers (*) Better understand customer expectations (*) Help to develop and improve skills communications (*) Become recognized part of a high performing organization (*) Correct 50. 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. True (*) False Correct