Prueba: General Product Support Assessment (v4.

0)
Revise las respuestas, los resultados y las puntuaciones de las preguntas que se muestran a
continuacin. Las respuestas correctas estn marcadas con un asterisco (*).

This 65-question assessment test is the final component of the General Product Support Specialist guided
Customer User Administrator and Support Identifiers
(Responder todas las preguntas de esta seccin)
1. Support Identifier groups allow you to group assets and
products from the same Support Identifiers into virtual
groups (or containers).

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(1) Puntos

Verdadero
Falso (*)
Correct
2. Who approves End Users and sets their access levels for My
Oracle Support?

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(1) Puntos

Oracle Support
Your Organization
Your Customer User Administrator (*)
None of the above
You do not need approval for access
Correct
3. The Customer User Administrator (CUA) manages access
levels for other CUAs (who share the same Support
Identifier).

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(1) Puntos

Verdadero (*)
Falso
Correct
4. How would the Customer User Administrator (CUA) turn on
the Service Request Details in the email option for a Support
Identifier?
Administration > Support Identifiers > Service Request
Details in Email
Personalization > Service Request Details in Email Turn
On
The CUA can do both 1 and 2
It is a two-step process: The CUA can only address the
Administration action and the User has to complete the
Personalization action (*)

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(1) Puntos

None of the above

Correct
5. A Support Identifier (SI) is a numeric value that is assigned
when purchasing Hardware or Software from Oracle.

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(1) Puntos

Verdadero (*)
Falso
Correct
Customer User Administrator and Support Identifiers
(Responder todas las preguntas de esta seccin)
6. Select the best reason why a Customer User Administrator
(CUA) would activate Auto Approve for a Support Identifier.

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(1) Puntos

The Organization is very large, and the CUA does not

have time to individually approve all requests
To enable generic access to Knowledge Base and My
Oracle Support Community (*)
This is a security risk; therefore, a CUA would not use this
feature
To stop the email notification about users wanting access
None of the above
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 (*)
Consider modifying your dashboard any time your role
changes or you have a new product interest (*)
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
Add as many widgets as you can to the dashboard to
maximize what you see when you login

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(1) Puntos

Correct
8. 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

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(1) Puntos

Verdadero
Falso (*)
Correct
9. 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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(1) Puntos

Search for 'Release Notes' in the Global Search and go

through the different results.
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.
Post a question in the Using My Oracle Support
Community asking what changes have been made in the
last release
Correct
10. 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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(1) Puntos

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
My Oracle Support Introduction
(Responder todas las preguntas de esta seccin)
11. My CUA is my first point of contact for any access issues I
experience with My Oracle Support

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(1) Puntos

Verdadero (*)

Falso
Correct
12. 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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(1) Puntos

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
13. The number of tabs you see in My Oracle Support depends on
the Support Identifiers associated with your account.

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(1) Puntos

Verdadero (*)
Falso
Correct

Knowledge Search and Browse

(Responder todas las preguntas de esta seccin)
14. What is a Search Assistant?

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(1) Puntos

A new section in the Service Request process

An option you can select under Knowledge Preferences
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
(*)
Voice-activated help feature that you can turn on in My
Oracle Support
Correct

15. 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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(1) Puntos

Read the documentation on

http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs
.htm
Search in the Global Search box with the term 'EBS'
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
Post a question in the EBS Community asking where you
can find a document with everything you need to know
about EBS
Correct
Knowledge Search and Browse
(Responder todas las preguntas de esta seccin)
16. What is the best way to find content in My Oracle Support
based on product?

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(1) Puntos

Global Search bar

Post a thread in My Oracle Support Community
Use the 'Search & Browse' feature on the Knowledge tab
and product-based information centers (*)
Check the Certifications tab
Correct
17. 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
18. PowerView is a type of search that you can use in place of
Global Search

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(1) Puntos

Verdadero

Falso (*)
Correct
19. A common problem that Users experience in My Oracle
Support when searching: User enters a key word in the Global
Search box and views the results. User cannot find the desired
information due to the large volume of content returned with
this approach.

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(1) Puntos

Verdadero (*)
Falso
Correct

Product Certifications
(Responder todas las preguntas de esta seccin)
20. I am not sure of the exact product name to use in the
Certifications tab. What is the best approach?

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(1) Puntos

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

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(1) Puntos

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
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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(1) Puntos

(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) (*)
Correct
23. 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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(1) Puntos

Verdadero
Falso (*)
Correct
24. 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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(1) Puntos

Verdadero (*)
Falso
Correct

Patches and Updates

(Responder todas las preguntas de esta seccin)
25. What are the best ways to download a 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
Open a Service Request to ask Oracle Support to
download the patch from this site
Search the knowledge base for an article on patching for
your product and click the download links (*)
Correct
Patches and Updates
(Responder todas las preguntas de esta seccin)
26. What is a Patch Advisor?

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(1) Puntos

A type of Lifecycle Advisor in My Oracle Support that colocates 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
27. What products can use patch plans? Identify an answer within
My Oracle Support with the best description.

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(1) Puntos

You set this preference in My Account to identify patch

plans you want to use
Database, Fusion Applications, Fusion Middleware and
Cloud
Database, Fusion Middleware, and Enterprise Manager (*)
All Oracle Products
Only products which have collector installed and
configuration is being sent to Oracle
Correct
28. I can use Patch Plans and Upgrade Plans without having
Oracle Configuration Manager installed.

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(1) Puntos

Verdadero
Falso (*)

Correct
29. I am looking to download the JD Edwards EnterpriseOne 9.1
patch. What is the most correct method to do this?

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(1) Puntos

Log a Service Request with Oracle Support and ask for the
Support Engineer to send me the required patches.
Select Patches and Updates Tab > Quick Links JD Edwards
> search for JD Edwards EnterpriseOne > Release is 9.1,
agree to license and select search (*)
Select Patches and Updates Tab > Patch Plan > select my
configuration > select the release 9.1 > Select Analysis >
download the patches after I read any message displayed.
Select Patches and Updates Tab > Advanced Search >
Search for JD Edwards EnterpriseOne > Release is 9.1 and
select search
Correct
30. From within My Oracle Support, select the best description of
how to download the latest firmware patch for Netra Blade X32B

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(1) Puntos

From Global search enter Netra Blade X3-2B and Patch,

select enter and from the results select view the
document follow the link to
Oracle.com/technetwork/systems, Find and locate the
Netra Blade X3-2B click the link to download the patch
From the My Oracle Support Community Post a question
to ask for the link to download the latest firmware patch
for Netra Blade X3-2B
Patches and Updates > Advanced Search > Enter Netra
Blade X3-2B > Select Release > Add a filter line Add
Description is Firmware and view and download the
results. (*)
Log a Service Request in My Oracle Support and ask for a
link to the patch to download it.
Correct
My Oracle Support Community
(Responder todas las preguntas de esta seccin)
31. What is a typical consequence of posting a product-specific
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
32. 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
33. My email is overflowing with notifications from My Oracle
Support Community. What options do I have to address this
problem?

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(1) Puntos

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 (*)
Correct
34. 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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(1) Puntos

Verdadero (*)
Falso
Correct
35. How can you change your user number to a NAME in My
Oracle Support Community?

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(1) Puntos

Call Oracle Support and log a service request ticket.

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. (*)
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
Correct
My Oracle Support Community
(Responder todas las preguntas de esta seccin)
36. In what subspaces can you post a Blog or Idea?

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Any spaces or subspaces

No spaces or subspaces
This feature is not an option in My Oracle Support
Community
Only the subspaces that have the "Activity" Blog or Idea
available (*)
Correct
37. 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 subjectmatter 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

Using Support Best Practices for Hardware & Software

(Responder todas las preguntas de esta seccin)
38. For the supported products, what are the benefits of installing
and using Oracle Configuration Manager (OCM)?

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(1) Puntos
Monitor changes and review health checks
Use the Upgrade Planner
Create fully qualified Service Requests
View Reports
All of the above (*)
Correct
39. 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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(1) Puntos

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
Using Support Best Practices for Hardware & Software
(Responder todas las preguntas de esta seccin)
41. From a hardware perspective, what are the benefits of
downloading Oracle Services Tools Bundle and enabling Auto
Service Request (ASR)?

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Prevent known issues

Automatically log Service Requests
Create a fully qualified Service Request
All of the above (*)

None of the above

Correct
42. Oracle Enterprise Manager Harvest Job is a collection tool that
gathers information about your Oracle set-ups, configuration,
and OS. You can automate this information transfer with Oracle

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

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(1) Puntos

Verdadero
Falso (*)
Correct

Create and Manage Service Requests

(Responder todas las preguntas de esta seccin)
44. What is the best process to follow when you have a question
for Oracle Support?

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(1) Puntos

Post a detailed question thread in a relevant community

within My Oracle Support (*)
Search the knowledge base
Call Oracle Support
Log a technical support Service Request via My Oracle
Support
Correct
45. 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
Create and Manage Service Requests
(Responder todas las preguntas de esta seccin)
46. Which of the following is the best example of a Service
Request Problem Summary?

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Blue screen
Application is slow
MySql - using JDBC eWay is experiencing a connection
problem - ClassName not found (*)
System not working
Correct
47. The main way that users with 'Create and Update' privilege log
Service Requests in My Oracle Support is by selecting 'Create
SR' on the Service Requests tab

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Verdadero (*)
Falso
Correct
48. A recommended best practice is to organize all the data
associated with your issue before you initiate a new Service
Request. A Fully Qualified SR provides Oracle Support with as
much detail as possible about your issue. This includes what
happened, users impacted, single or repeat occurrences, any
changes, and related diagnostic data to attach to the Service
Request

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Verdadero (*)
Falso
Correct
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

Correct
50. 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
Correct
Mobile My Oracle Support
(Responder todas las preguntas de esta seccin)
51. 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.

Marcar para
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(1) Puntos

Verdadero (*)
Falso
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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(1) Puntos

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
Verdadero (*)
Falso
Correct

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54. You receive a Tweet from Oracle while you are in a meeting.
There is some interesting information about one of your
products. You can quickly log into Mobile My Oracle Support
and search the knowledge base to get more details to share
with your colleagues during the meeting.

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Verdadero (*)
Falso
Correct
55. 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
Mobile My Oracle Support
(Responder todas las preguntas de esta seccin)
56. What is the best description 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

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 ask them to

call Oracle Support and send you the patch
Google to see if the patch is available somewhere on the
Internet

Contact your Oracle Sales representative and purchase

Extended Software support for your product that needs
patching (*)
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 (*)
Access oracle.com and review the support PDF and search
for support dates (*)
Log a Service Request and request information about
support dates
Call your Oracle Sales or Account Representative
Correct
59. 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
Correct
60. What items are covered by your Premier Support Policy? Select
all that apply.

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(Seleccione todas las respuestas correctas)

Access to Oracle Product knowledge and Oracle Product
bug fixes (*)
Access to Oracle Support Engineers to de-code customized
code and undertake script development
Access to new functionality included in Oracle Patches and
Upgrades (*)
Access to Oracle Engineers to perform mapping business
requirements to product functionality

Access to My Oracle Support Community (*)

Correct
OCVS Overview
(Responder todas las preguntas de esta seccin)
61. 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.

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Verdadero
Falso (*)
Correct
62. Which of the following statements are Partner requirements for
participation in Oracle Collaborative Vendor Support (OCVS)?

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(1) Puntos

(Seleccione todas las respuestas correctas)

Partner must be accepted into all Product Focus Areas in
order to participate in the OCVS.
Partner must apply and received confirmation of
acceptance for use of the OCVS benefit. (*)
Partner must be a current OPN member in good standing.
(*)
Partner must be trained on all Oracle products they wish to
engage with Oracle Support through the OCVS.
Partner must have a published profile in OPN Solutions
Catalog. (*)
Correct
63. OCVS can be used as a replacement for support

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Verdadero
Falso (*)
Correct
64. 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 (*)
Correct
65. Which of the following are support challenges at multiple
vendor computing environments?

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Prohibitive Training Demands for technical analysts

<br><br>
Expanding call Resolution Times
Rising Multi-Vendor Support Activity
All of the above (*)
Complexity of MVS environments
none of the above
Correct