Review your answers, feedback, and question scores below.

An asterisk (*) indica

tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Creating Customer Value (Answer all questions in this section) 1. This is an
other great resource, available to you 24x7 through the Knowledg e Tab in My Ora
cle Support. This provides access to our extensive database with more than 800,0
00 solutions covering the entire range of Oracle products. Mark for Review (1) P
oints Dashboard tab Knowledge Base (*) Patches & Updates tabb Communtiy tab Serv
ice Request tab Corrrect 2. It is an integrated, multichannel, online collaborat
ion portal that levera ges the latest Web 2.0 technologies to provide real-time
access to Oracle s knowle dge repository. It is a venue where customers exchange
knowledge with an extensi ve network of peers and Oracle experts. Mark for Revi
ew (1) Points My Oracle Support Community (*) Maintenance Wizard DB Upgrade comp
anion Configuration manager Support Diagnostics Tools Corrrect 3. 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 suppo
rt engineer not only has access to your environment details w hen working an iss
ue. Engineers have visibility (through projects). Mark for Re view (1) Points

Knowledge region News region Projects region (*) Draft Service Request region Ge
tting started region Incorrect, refer to the Creating Customer Value training fo
r more informat ion 4. Identify the support model described: Support model that
provides informat ion about the latest issues and patches, then you as a custome
r review what solu tions may or may not apply in your environment. Mark for Revi
ew (1) Points Traditional support model Pro-active support model (*) Predictive
support model None of the above All of the above Incorrect, refer to the Creatin
g Customer Value training for more informat ion 5. This stage of Life time Suppo
rt provides provides you with an extra three years of support for specific Oracl
e release for an additional fee. Mark for Re view (1) Points Lifetime Support Po
licy Premier Support Extended support (*) Sustaining Support None of the above C
orrrect 6. The My Oracle Support framework was created using FLEX Technology fro
m Ado be. Using the Flash viewer allowed the flexibility to design a system that
is ve ry user friendly. Mark for Review (1) Points

True (*) False Correct 7. Identify the support model described: This support mod
el support software defects are identified and customers are automatically notif
ied of the potential problem and it s impact. Mark for Review (1) Points Traditi
onal support model Pro-active support model Predictive support model (*) None of
the above All of the above Incorrect, refer to the Creating Customer Value trai
ning for more informat ion 8. This training resource is built for practical real
-world situations, allow ing you to gain valuable hands-on experience as well as
use the presented soluti ons as the foundation for production implementation, d
ramatically reducing time to deployment. Mark for Review (1) Points Newsletters
Oracle By Example (OBE) (*) Sustaining Support Customer Services Catalog Transfe
r of Information (TOI) Corrrect 9. This stage of Life time Support provides main
tenance and support of Oracle database, middleware, and application products for
5 years from their general a vailability date. Mark for Review (1) Points Lifet
ime Support Policy Premier Support (*) Extended support Sustaining Support

None of the above Corrrect 10. This is another resource containing recorded disc
ussions during which dev elopment outlines functionality included within new pro
duct releases. Mark for Review (1) Points Newsletters Sustaining Support Lifetim
e Support Policy Customer Services Catalog Transfer of Information (TOI) (*) Inc
orrect, refer to the Creating Customer Value training for more informat ion
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Creating Customer Value (Answer all questions in this section) 11. Customer
Success Self-Assessment is an online tool designed to share Glob al Software Sup
port good practices across 5 domains - Strategy, Process, People, Technology and
Governance Mark for Review (1) Points True (*) False

Corrrect
Oracle's Lifetime Support Policy (Answer all questions in this section) 12. Prem
ier Support Extends for how many years after a product's release? Ma rk for Revi
ew (1) Points 5 years (*) No limit 10 years 1 Year 8 Years Corrrect 13. It is Or
acle's policy to force upgrades after a customer has had 10 years in sustaining
support. Mark for Review (1) Points True False (*) Corrrect 14. Extended Support
is provided for an how many additional years after Premi er Support ends? Mark
for Review (1) Points 3 years (*) No limit 8 Years 5 years 1 Year Corrrect
MVSP Overview (Answer all questions in this section)

15. To support mutual customer, MVSP vendor must use customer's CSI to log SR to
Oracle to ensure that the customer is a current Oracle support customer Mar k f
or Review (1) Points True False (*) Correct 16. By participating in the MVSP as
either a TSANet or OPN member vendors are required to enter into time consuming
or costly support or legal agreements. M ark for Review (1) Points True False (*
) Correct 17. Which of the following statements are Partner requirements for par
ticipat ion in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Poin
ts (Choose all correct answers) Partner must be accepted into all Product Focus
Areas in order to participat e in the MVSP. Partner must be trained on all Oracl
e products they wish to engage with Orac le Support through the MVSP. Partner mu
st be a current OPN member in good standing. (*) Partner must have a published p
rofile in OPN Solutions Catalog. (*) Partner must apply and received confirmatio
n of acceptance for use of the MV SP benefit. (*) Incorrect. Refer to the MultiVendor Support Program Overview training for more information. 18. Which of the
following is the support challenges at the multiple vendor c omputing environmen
t? Mark for Review (1) Points Complexity of MVS environments Rising Multi-Vendor
Support Activity Expanding call Resolution Times

Prohibitive Training Demands for technical analysts none of the above (*) Correc
t 19. Which of the following statements regarding our value proposition to our P
artners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi e
w (1) Points Reduces costs by not having to create and maintain traditional coop
erative s upport agreements. Provides a consistent, collaborative support proces
s by which to engage with Oracle Support. Provides a consistent support process
for all of a Partner's support needs, regardless of a Mutual Customer's involvem
ent. (*) Reduces training commitment by not having to pursue in-depth training o
n Ora cle products you do not support. Enables practices that align with many in
dustry support certifications. Correct
Oracle Support Basics (Answer all questions in this section) 20. Which severity
should a SR be raised at if there if a minor impact on the business? Mark for Re
view (1) Points Severity 2 Severity 4 Severity3 (*) Severity1 Correct
Page 2 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Oracle Support Basics (Answer all questions in this section) 21. True or Fal
se? The most effective way to escalate an SR is to contact you r Oracle Partner
Manager Mark for Review (1) Points True False (*) Incorrect, refer to the Oracle
Support Basics training for more informatio n 22. True or False? Escalating an
SR and raising the severity of a SR have exa ctly the same impact Mark for Revie
w (1) Points True False (*) Correct 23. To request Severity 1 Support what shoul
d you have in place? Mark for Re view (1) Points SR Escalation Oracle Consultant
onsite Ability to provide remote access via OCS 24x7 availability to work with
Support (*) Correct

24. Which of the following would not be a valid reason to escalate the SR? M ark
for Review (1) Points Encountered critical roadblock Project deadline is within
10 days SR was raised at wrong severity (*) Dissatisfied with response Correct
My Oracle Support (Answer all questions in this section) 25. How many filters ca
n you add using PowerView Mark for Review (1) Points None 1 5 10 As many as you
need (*) Corrrect 26. Oracle recommends that customers install CPU Patches immed
iately Mark fo r Review (1) Points True (*) False Corrrect 27. When creating a n
ew Service Request, you can autofill your request using Mark for Review (1) Poin
ts (Choose all correct answers) Service Request Profile (*) Project Information

Default SR Profile System Configuration (*) Existing Service Request (*) Incorre
ct. Refer to the Service Request Management training for more infor mation 28. P
atch Plan shows the planned releases of patches for the different Oracle Product
Lines Mark for Review (1) Points True False (*) Incorrect. Refer to the Patches
and Updates on My Oracle Support training for more information
My Oracle Support Community (Answer all questions in this section) 29. In My Ora
cle Support Community, it is not possible to navigate directly t o a specific pa
ge number Mark for Review (1) Points True False (*) Correct 30. Your User Profil
e in My Oracle Support Community can include an avatar M ark for Review (1) Poin
ts True (*) False Incorrect. Refer to the My Oracle Support Community training f
or more info rmation.
Page 3 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) My Oracle Support Community (Answer all questions in this section) 31. My Or
acle Support Community members have the ability to report any abuse that may be
occurring within a discussion or document Mark for Review (1) Points True (*) Fa
lse Correct 32. One benefit of My Oracle Support Community is the Rewards and Re
cognition Program. In this program, Oracle find opportunities to recognize users
for thei r participation and success within the community. Mark for Review (1)
Points True (*) False Correct 33. The available sorting option in Document displ
ay in My Oracle Support Com munity is by Mark for Review (1) Points (Choose all
correct answers) Subject (*) Document Tag Author (*)

Update Date (*) None of the Above Incorrect. Refer to the My Oracle Support Comm
unity training for more info rmation. 34. This is the region where My Oracle Sup
port Community member can see event s of interest to all community members are h
ighlighted. Mark for Review (1) Points The Recent content region The Sptolight r
egion The Events region (*) The Headlines region The News and Announements regio
n Incorrect. Refer to the My Oracle Support Community training for more info rma
tion.
Oracle Collaborative Support Program (Answer all questions in this section) 35.
When you enroll for a free eSeminar, the Conference Key is sent through a confir
mation email. Mark for Review (1) Points True (*) False Correct 36. If you encou
nter issues in installing Oracle Web Conference Console , you should Mark for Re
view (1) Points Try using a different browser Troubleshoot using New User Test (
*) Contact Oracle Support Hotline Contact your Network administrator None of the
above

Correct 37. In the OWC Toolbar , click on the following to enable Desktop Sharin
g Ma rk for Review (1) Points Attendee drop down list Share 'Nothing' Share Enti
re Desktop Chat icon Conference Details button Correct (*)
Oracle Configuration Manager (Answer all questions in this section) 38. How ofte
n does OCM collect the auto-config data? Mark for Review (1) Points As often as
you want - you can set it up as a batch process. Once a week Every 24 hours (*)
Every time you log an SR against that configuration. You run the OCM manually. I
ncorrect. Refer to the Software Config Manager training for more informat ion. 3
9. What benefits are not available if you use RDA generated configurations? Mark
for Review (1) Points (Choose all correct answers) Project creation & tracking
Detailed configuration view (*) Healthchecks (*) Service request submissions Pro
duct alerts

Corrrect 40. What is a healthcheck? Mark for Review (1) Points Dynamically gener
ated reports based on the output of Support Diagnostics. One of the Support offe
rings available to ACS customers. Dynamically generated reports based on the sys
tems information gathered by s upport agent. (*) Manually run reports based on t
he systems information gathered by support ag ent. Another name for RDA output.
Incorrect. Refer to the Software Config Manager training for more informat ion.
Page 4 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Why Use The Configuration Manager In My Oracle Support (Answer all questions
in this section) 41. Customers need to pay a certain percentage of extra suppor
t fee on top of the premier support to enjoy the features of the Configuration M
anager Mark fo r Review (1) Points True

False (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle
Sup port training for more information. 42. What type of information is being c
ollected by the Collector? Mark for R eview (1) Points (Choose all correct answe
rs) Patches (*) Oracle configuration data (*) Selected passwords Application dat
a Host information (*) Incorrect. Refer to the Why Use The Configuration Manager
In My Oracle Sup port training for more information. 43. What kind of performan
ce impact can be expected on the system while the O CM collector is running? Mar
k for Review (1) Points Severe degradation because of the heavy tracing involved
Increased degradation with increased number of collection Tolerable degradation
if executed off-peak hours Improved performance Negligible impact (*) Incorrect
. Refer to the Why Use The Configuration Manager In My Oracle Sup port training
for more information.
Service Request Priority Routing Using Configuration Manager (Answer all questio
ns in this section) 44. Once the Configuration information is uploaded the custo
mer then can log Service Requests directly against an uploaded configuration rig
ht from the My Or acle Support Interface Mark for Review (1) Points True (*) Fal
se

Incorrect. Refer to the Service Request Priority Routing Using Configurati on Ma

nager training for more information.
Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions
in this section) 45. Name the two types/areas of the Remote Diagnostics Agent Ma
rk for Review (1) Points (Choose all correct answers) RDA for Service Requests R
DA for Siebel RDA for E-Business Suite (*) RDA for Peoplesoft RDA for Server Tec
hnology (*) Incorrect. Refer to the Remote Diagnostics Agents and Database Diagn
ostic Scripts training for more information. 46. Remote Diagnostic Agent (RDA) c
an be used as a pro-active, problem avoida nce tool Mark for Review (1) Points T
rue (*) False Incorrect. Refer to the Remote Diagnostics Agents and Database Dia
gnostic Scripts training for more information. 47. Name the types of Service Req
uests where RDA is essential Mark for Revie w (1) Points (Choose all correct ans
wers) Upgrade media requests Performance related issues (*) Instalaltion and con
figuration (*) Answers to "How To" questions ORA-00600 internal errors (*)

Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Script
s training for more information. 48. What is the minimum RDA version required to
have RAC multi-node support Mark for Review (1) Points 4.2 (*) 5.3 4.7 3.1 3.6
Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnostic Script
s training for more information.
How to Escalate a Service Request within Oracle Support (Answer all questions in
this section) 49. You can expect the following after requesting for a Service R
equest escal ation Mark for Review (1) Points You will receive a call from Oracl
e Support Manager The manager will go over your issue with you, making sure ther
e is mutual un derstanding. The manager provides you with an action plan The man
ager ensures that the appropriate resources are assigned and all acti ons are co
mpleted. All of the above (*) Incorrect. Refer to the How to Escalate a Service
Request within Oracle Su pport training for more information. 50. You should con
sider escalating an SR when Mark for Review (1) Points (Choose all correct answe
rs) you encounter a critical roadblock (*) you are dissatisfied with the resolut
ion or response to a Service Request (* )

the SR was raised with the wrong severity Project deadline is within 10 days (*)
All of the above Incorrect. Refer to the How to Escalate a Service Request with
in Oracle Su pport training for more information.
Page 5 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Customer Service Soft-skills Training Best Practices (Answer all questions i
n this section) 51. What are softskills? Soft Skills let your customers know: (S
elect all tha t applies). Mark for Review (1) Points (Choose all correct answers
) They are important (*) As a service provider are knowledgeable (*) We are a st
aff of professional and solution focused (*) We are setting clear expectations w
ith customers (*) None of the above Incorrect. Refer to the Customer Service Sof
t-skills Training Best Practic es training for more information.

52. Superior Ownership Experience is all about relationships, trust, commitme nt

, communication, doing the right thing Mark for Review (1) Points True (*) False
Incorrect. Refer to the Customer Service Soft-skills Training Best Practic es t
raining for more information. 53. It is good communication practice to train sta
ff to shield customers from internal issues maintain professionalism and confide
nce when in front of custom er if internal roadblocks are encountered. Mark for
Review (1) Points True (*) False Incorrect. Refer to the Customer Service Soft-s
kills Training Best Practic es training for more information. 54. To help build
an effective customer service model for your business it s im portant to identif
y and build an effective communication and knowledge model bas ed on the similar
ities and common characteristics of your customers. Mark for R eview (1) Points
True (*) False Incorrect. Refer to the Customer Service Soft-skills Training Bes
t Practic es training for more information.
R12 Payables (Answer all questions in this section) 55. When upgrading to suppli
er integrated with TCA existing supplier, sites a nd contacts will be migrated t
o TCA. Mark for Review (1) Points True (*) False Incorrect. Refer to the R12 Pay
ables training for more information.

56. What are the process changes at the invoice lines in the R12 Payables tha t
help improve end user productivity? Select all that applies. Mark for Review (1)
Points (Choose all correct answers) Users can do quick match by entering just t
he PO number on the invoice heade r (*) Ability to select specific prepayemnt di
stribution to be applied during the import process has been obsoleted (*) When a
user click on Calculate tax button, system calculates the tax and ins erts a ta
x line with the tax distribution (*) R12 multi-period accounting is realized at
the invoice line level. (*) None of the above Incorrect. Refer to the R12 Payabl
es training for more information. 57. Select all the process changes which are a
pplicable in R12 Payables Invoi ce lines. Mark for Review (1) Points (Choose all
correct answers) New forms to perform price/quantity corrections (*) Invoice li
ne can be matched against a PO shipment or a receipt (*) Charges can be entered
at the line level and then prorated across all items lines (*) Invoice workbench
now contains header & multi-record representation for line s (*) Freight can be
entered at the header and then prorated across all item lines (*) Incorrect. Re
fer to the R12 Payables training for more information.
R12 Support Resources (Answer all questions in this section) 58. Which tool or d
ocument describes the value associated with the new featur es and enhancements p
lanned for Oracle E-Business Suite Release 12.1 (inclusive of features and enhan
cement from Release 12) Mark for Review (1) Points Best Practice White Paper Rel
ease Value Propositions (*)

EBS Dianostic Support Pack Maintenance Wizard R12 information center Incorrect.
Refer to the R12 Support Resources training for more informatio n. 59. They brin
g you news, technical content, and technical updates from the va rious Oracle Su
pport teams. They are created for the purpose of enhancing your s ervice experie
nce with Oracle Support by proactively providing you with valuable information.
Mark for Review (1) Points Oracle Support Newsletter (*) Oracle Lifetime Support
Policy My Oracle Support My Oracle Support Community None of the above Incorrec
t. Refer to the R12 Support Resources training for more informatio n. 60. Once i
nstalled this tool offers project management capabilities, time bas ed reporting
, identification of all the necessary steps, pre-requisites and patc hes in orde
r to perform an upgrade. Mark for Review (1) Points Maintenance Wizard (*) ORA-6
00/7445 Lookup Tool Configuration Manager Remote diagnostic Agent Support Diagno
stics Incorrect. Refer to the R12 Support Resources training for more informatio
n.
Page 6 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Creating Customer Value (Answer all questions in this section) 1. This is an
other resource available to customers designed to promote awaren ess and underst
anding of the available support tools and resources to allow you to get the most
out of your support investment. Mark for Review (1) Points Sustaining Support C
ustomer Services Catalog Support Process and Tools advisor webcasts (*) Transfer
of Information (TOI) Newsletters Incorrect, refer to the Creating Customer Valu
e training for more informat ion 2. This is Oracle's simple, predictable, and th
e most comprehensive policy av ailable, it helps drive your business by putting
you in control of your upgrade strategy success. Mark for Review (1) Points Life
time Support Policy (*) Premier Support Extended support Sustaining Support None
of the above Corrrect

3. To customize the Regions on the Main Dashboard you can drag-and-drop those yo
u want included and rearrange them according to how you want them to show up. Ma
rk for Review (1) Points True (*) False Correct 4. Identify the support model de
scribed: This support model centered around r eactively working customer issues.
You work with support on the issue, identify a solution, and then move to imple
ment that solution. Mark for Review (1) Points Traditional support model (*) Pro
-active support model Predictive support model None of the above All of the abov
e Correct 5. To customize the Regions on the Main Dashboard you can drag-and-dro
p those you want included and rearrange them according to how you want them to s
how up. Within the Content of a Region you can do the following: (Choose all tha
t appli es) Mark for Review (1) Points (Choose all correct answers) Export direc
tly to a CSV file or Print a view. (*) Each region is context-sensitive with rig
ht-click menus. (*) Minimize or maximize the region (*) Resize, re-order, sort,
add or remove the region (*) Group the content within the region (*) Corrrect 6.
Identify the support model described: Support model that provides informat ion
about the latest issues and patches, then you as a customer review what solu tio
ns may or may not apply in your environment. Mark for Review (1) Points

Traditional support model Pro-active support model (*) Predictive support model
None of the above All of the above Correct 7. The My Oracle Support framework wa
s created using FLEX Technology from Ado be. Using the Flash viewer allowed the
flexibility to design a system that is ve ry user friendly. Mark for Review (1)
Points True (*) False Correct 8. Customer Success Self-Assessment is an online t
ool designed to share Globa l Software Support good practices across 5 domains Strategy, Process, People, Technology and Governance Mark for Review (1) Points
True (*) False Corrrect 9. This region contains the capability to drill down an
d see the details for any of the systems in your collected configurations. You c
an compare point in ti me history of your systems as well, allowing you to ident
ify any changes that ha ve occurred over time. Mark for Review (1) Points News r
egion Getting started region Service Request region Draft Service Request region
Systems region (*) Corrrect

10. True or False. Browse knowledge allows users to navigate through the prod uc
t hierarchy to specific folders of content in order to eliminate noisy results g
enerated from generic queries against the entire knowledge base. Searching the k
nowledge base using the browser feature is a support best practice and is the be
st way to access product specific information. Mark for Review (1) Points True (
*) False Incorrect, refer to the Creating Customer Value training for more infor
mat ion
Page 1 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Creating Customer Value (Answer all questions in this section) 11. This regi
on contains a breakdown of the different environments including how the software
is distributed among different hosts, database versions, applic ation server ve
rsions, and applications. Mark for Review (1) Points Service Request region Gett
ing started region News Region Draft Service Request region Inventory and Usage
region (*) Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. It i
s Oracle's policy to force upgrades after a customer has had 10 years in sustain
ing support. Mark for Review (1) Points True False (*) Corrrect 13. Extended Sup
port is provided for an how many additional years after Premi er Support ends? M
ark for Review (1) Points 8 Years 5 years 3 years (*) 1 Year No limit Corrrect 1
4. Extended Support has a what % uplift over the current Premier support fee for
the first year of the Extended Support period. Mark for Review (1) Points 20% 2
% 5% 10% (*) 15% Corrrect
MVSP Overview (Answer all questions in this section)

15. Which of the following statements regarding our value proposition to our Par
tners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Revi ew
(1) Points 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. Reduces training commitment by
not having to pursue in-depth training on Ora cle products you do not support.
Reduces costs by not having to create and maintain traditional cooperative s upp
ort agreements. Provides a consistent, collaborative support process by which to
engage with Oracle Support. Correct 16. which year was TSANet established? Mark
for Review (1) Points 1991 1994 1993 (*) 1992 1990 Correct 17. which are TSANet
relationship levels? Mark for Review (1) Points (Choose all correct answers) Mi
ssion Critical Community (*) Open Group Agreements Classic or Standard Community
(*) Closed Group Agreements (*) Correct 18. There are no call restrictions with
other members at the TSANet Mission C ritical level Mark for Review (1) Points

True (*) False Correct 19. Which of the following statements regarding enrollmen
t in the Multi-Vendo r Support Program (MVSP) is NOT true? Mark for Review (1) P
oints Enrollment in the MVSP is easy by selecting the "Join Now" link from the M
VS P portal page on OPN. The MVSP is offered as a value-added benefit at no addi
tional costs to Oracl e Partners as part of their OPN membership. A Partner shou
ld enroll in the MVSP proactively if they provide support serv ices to mutual cu
stomers. Useful MVSP enrollment information can be found on the OPN portal under
Supp ort > Learn About Support Offerings and Benefits. A partner should wait to
enroll in the MVSP until they encounter a multi-ven dor support issue from a mu
tual customer. (*) Incorrect. Refer to the Multi-Vendor Support Program Overview
training for more information.
Oracle Support Basics (Answer all questions in this section) 20. True or False?
An SR should be escalated when the severity assigned does not reflect the true b
usiness impact Mark for Review (1) Points True False (*) Correct
Page 2 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Oracle Support Basics (Answer all questions in this section) 21. Which of th
e following is not the responsibility of a Support Engineer? Mark for Review (1)
Points Educate customers on how to use the products (*) Contribute to the knowl
edge base content Provide resolutions or workarounds Respond to new incoming SRs
Correct 22. True or False? The most effective way to escalate an SR is to conta
ct you r Oracle Partner Manager Mark for Review (1) Points True False (*) Correc
t 23. Which of the following would not be a valid reason to escalate the SR? M a
rk for Review (1) Points Project deadline is within 10 days SR was raised at wro
ng severity (*) Encountered critical roadblock Dissatisfied with response Correc
t

24. True or False? Escalating an SR and raising the severity of a SR have exa ct
ly the same impact Mark for Review (1) Points True False (*) Correct
My Oracle Support (Answer all questions in this section) 25. Oracle recommends t
hat customers install CPU Patches immediately Mark fo r Review (1) Points True (
*) False Corrrect 26. You can search for particular Document ID using PowerView
Mark for Revie w (1) Points True False (*) Corrrect 27. The Service Request Home
Page contains Service Requests, Draft Service Re quests and Bug Summary Mark fo
r Review (1) Points True (*) False Corrrect 28. Lifecycle PowerView Filter requi
res Configuration Mark for Review (1) Points True (*) False

Incorrect. Refer to the Using PowerView in My Oracle Support training for more i
nformation
My Oracle Support Community (Answer all questions in this section) 29. Participa
tion in My Oracle Community has some guidelines. My Oracle Suppo rt Community is
NOT for: Mark for Review (1) Points (Choose all correct answers) Resolving issu
es which may be time sensitive. (*) Sharing offensive or inappropriate material.
(*) Sharing your ideas about Oracle and our products. Disparaging Oracle, its p
roducts, employees, customers, partners or anyone e lse. (*) Interacting with ot
her members of the Oracle Support community. Incorrect. Refer to the My Oracle S
upport Community training for more info rmation. 30. You can set up your user pr
ofile in My Oracle Support Community by Mark for Review (1) Points (Choose all c
orrect answers) Clicking on the my Profile link in the upper right hand corner o
f the page (*)
Logging into www.oracle.com and setting up your profile User profile cannot be c
ustomized in My Oracle Support Community Clicking on the Profile tab directly (*
) Using the My Oracle Support profile Incorrect. Refer to the My Oracle Support
Community training for more info rmation.
Page 3 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) My Oracle Support Community (Answer all questions in this section) 31. Your
Personal Information region in User Profile in My Oracle Support Com munity cont
ains Mark for Review (1) Points (Choose all correct answers) Name (*) Email (*)
Phone (*) Race None of the Above Incorrect. Refer to the My Oracle Support Commu
nity training for more info rmation. 32. In My Oracle Support Community, you can
turn off your Subcription Mark f or Review (1) Points True (*) False Correct 33
. This is the region where My Oracle Support Community members can follow a s th
eir rank grows through their continued community participation. Mark for Re view
(1) Points

The Tags region The Rank region (*) The Recent content region The Getting starte
d region The News and Announements region Incorrect. Refer to the My Oracle Supp
ort Community training for more info rmation. 34. My Oracle Support Community is
set-up using Categories, Communities, Disc ussions, and Threads. Mark for Revie
w (1) Points True (*) False Correct
Oracle Collaborative Support Program (Answer all questions in this section) 35.
Oracle Collaborative Support is accessed via which of the following: Mar k for R
eview (1) Points My Oracle Support (*) Oracle.com OPN Google Tools None of the A
bove Correct 36. To join a web conference , while , the Conference ID is the sam
e as the S R# , the Conference Key is your Mark for Review (1) Points Partner ID
Email Address CSI ( Customer Support Identifier) (*)

First name of the Employee joining OWC None of the above Correct 37. Your system
must meet the following requirements to be able to run Oracle Web Conferencing
Mark for Review (1) Points (Choose all correct answers) Windows 98 or later (*)
Pop-up blocking must be disabled in your browser (*) Internet Explorer 5.5 or la
ter (*) Microsoft Virtual Machine (VM) or Sun JRE (*) 1024 x 768 screen resoluti
on (*) Incorrect. Refer to the Collaborative Support Program Overview training f
o r more information.
Oracle Configuration Manager (Answer all questions in this section) 38. How ofte
n does OCM collect the auto-config data? Mark for Review (1) Points You run the
OCM manually. Every 24 hours (*) Once a week As often as you want - you can set
it up as a batch process. Every time you log an SR against that configuration. C
orrrect 39. What do product alerts provide you with? Mark for Review (1) Points
(Choose all correct answers) Critical alerts associated with a configuration. (*
) Links to documentation. (*)

Links to the bug description. (*) Incorrect. Refer to the Software Config Manage
r training for more informat ion. 40. How are RDA generated configurations creat
ed? Mark for Review (1) Points Your My Oracle Support administrator creates them
when they install OCM They are automatically generated when you run RDA. They a
re automatically created when you log an SR with an RDA output attache d. (*) Or
acle Support Engineers create them when they connect using OWC. They are created
when you install OCM. Corrrect
Page 4 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Why Use The Configuration Manager In My Oracle Support (Answer all questions
in this section) 41. I can use the Configuration Manager to compare configurati
on data changes between two dates Mark for Review (1) Points True (*)

False Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup
port training for more information. 42. While reviewing details of a configurat
ion, I am able to create a service request without having to go to the Service R
equest tab in My Oracle Support M ark for Review (1) Points True (*) False Incor
rect. Refer to the Why Use The Configuration Manager In My Oracle Sup port train
ing for more information. 43. What type of information is being collected by the
Collector? Mark for R eview (1) Points (Choose all correct answers) Selected pa
sswords Patches (*) Oracle configuration data (*) Application data Host informat
ion (*) Incorrect. Refer to the Why Use The Configuration Manager In My Oracle S
up port training for more information.
Service Request Priority Routing Using Configuration Manager (Answer all questio
ns in this section) 44. Which following statement are correct for the priority r
outing of SR with asociated configuration? Mark for Review (1) Points (Choose al
l correct answers) Support engineers will work the SR at 24x7 Troubleshooting is
easier and faster than the same type of issue without an associated configurati
on (*) Oracle will give a higher priority to your Service Requests when associat
ed with a configuration (*)

Provides better information to our Support Engineers (*) Incorrect. Refer to the
Service Request Priority Routing Using Configurati on Manager training for more
information.
Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions
in this section) 45. What are the three steps required to get the RDA report for
Oracle Suppor t Mark for Review (1) Points Any one of the above method can be u
sed Download the agent from My Oracle Support, configure and upload done automat
ically Download RDA from My Oracle Support, execute and attach the report to a
Serv ice Request (*) Uncompress the RDA bundle in Oracle Home, execute and mail
the report to the support engineer Open a web conferencing session with the supp
ort engineer. Engineer will exe cute and download the report from the customer's
server Incorrect. Refer to the Remote Diagnostics Agents and Database Diagnosti
c Scripts training for more information. 46. Name the two types/areas of the Rem
ote Diagnostics Agent Mark for Review (1) Points (Choose all correct answers) RD
A for Service Requests RDA for Peoplesoft RDA for E-Business Suite (*) RDA for S
iebel RDA for Server Technology (*) Incorrect. Refer to the Remote Diagnostics A
gents and Database Diagnostic Scripts training for more information. 47. Only Un
ix / Linux nodes are supported by the Remote Diagnostic Agent in a multi-node RA
C environment Mark for Review (1) Points

True (*) False Incorrect. Refer to the Remote Diagnostics Agents and Database Di
agnostic Scripts training for more information. 48. Which of the following is su
pported by RDA Mark for Review (1) Points Oracle RDBMS Enterprise Edition Oracle
RDBMS Standard Edition Oracle Data Mining and Warehousing Oracle Identity Manag
ement All of the above (*) Incorrect. Refer to the Remote Diagnostics Agents and
Database Diagnostic Scripts training for more information.
How to Escalate a Service Request within Oracle Support (Answer all questions in
this section) 49. If you wish to escalate further up the Oracle Management chai
n what must you have in place? Mark for Review (1) Points Escalation contacts fu
rther up your internal organisation (*) OCS session arranged An additional busin
ess case Authorisation from your Oracle Account Manager Incorrect. Refer to the
How to Escalate a Service Request within Oracle Su pport training for more infor
mation. 50. A Customer should ensure the following before requesting for a Servi
ce Re quest Escalation Mark for Review (1) Points Review the Service Request for
correctness of problem statement Update SR with business impact Update SR with
milestone date

Assess the appropriateness of severity level All of the above (*) Incorrect. Ref
er to the How to Escalate a Service Request within Oracle Su pport training for
more information.
Page 5 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Customer Service Soft-skills Training Best Practices (Answer all questions i
n this section) 51. To define the difference between mediocre companies, poor pe
rformers and Market Leaders Mark for Review (1) Points (Choose all correct answe
rs) Understand the difference between customer s needs and wants (*) Set reasona
ble and measureable expectations with their customers (*) Understand the concept
that business cannot exist without satisfied customer s who help sustain revenu
es (*) Create world-class customer contact (*) Know when to say no professionall
y to customer requests and providing altern ate solutions (*) Incorrect. Refer t
o the Customer Service Soft-skills Training Best Practic es training for more in
formation.

52. Which of the following statements are true and will make happy customers mor
e happier. (Select all that applies). Mark for Review (1) Points (Choose all cor
rect answers) Keep track of the things you have done in the past to make them ha
ppy; do mo re of the same (*) Most customers gladly will accept any documentatio
n or materials you believe may help them utilize their software more efficiently
. (*) Provide your customers with new product or service information before it i
s widely disseminated. (*) Understand your customers plans for future utilizatio
n, expansion and make th e appropriate recommendations for upgrading to newer or
different software or re leases. (*) Strive toward making your relationships wi
th your customers true partnership s rather than that of just a vendor-customer
(*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practic e
s training for more information. 53. Benefits of Customer Soft-Skills training p
rogram will enable partners to : Mark for Review (1) Points (Choose all correct
answers) Become recognized part of a high performing organization (*) Help to de
velop and improve skills communications (*) Better understand customer expectati
ons (*) Create a supreme ownership experience to their end customers (*) Achieve
industry leadership (*) Incorrect. Refer to the Customer Service Soft-skills Tr
aining Best Practic es training for more information. 54. Understand the differe
nce between what your customers want and what your customers need helps provide
positive customer experience. Providing targeted in formation and advice they ca
n use them to focus more on what they need than on w hat they think they want. M
ark for Review (1) Points True (*) False Incorrect. Refer to the Customer Servic
e Soft-skills Training Best Practic

es training for more information.

R12 Payables (Answer all questions in this section) 55. The following are upgrad
e considerations for supplier integration with TC A. Select all that applies. Ma
rk for Review (1) Points (Choose all correct answers) Existing tables that hold
supplier information will be moved to a new set of tables (*) Each supplier is a
ssociated with a party & the supplier site will party side (*) Supplier merge sh
ould be performed before party merge (*) When supplier/site are merged the assoc
iated party/party site does not chang e (*) Existing supplier, sites and contact
s will be migrated to TCA (*) Incorrect. Refer to the R12 Payables training for
more information. 56. One business benefit of supplier integration with TCA is t
he trading comm unity model a highly flexible architecture that allows you to: M
ark for Review (1) Points (Choose all correct answers) accurately represent the
complex relationships among entities (*) Added tax registrations and settings Se
rvices Tolerance template assignment Payment enhancements fully model the real w
orld entities (*) Incorrect. Refer to the R12 Payables training for more informa
tion. 57. List the benefits of the invoice lines in R12 Payables. Mark for Revie
w (1) Points (Choose all correct answers) Better accounting mechanism (*) Resemb
les the real life model (*)

Easy and flexible data entry (*) Ability to capture & view information about the
invoice (*) Easier approach to handle special invoice (*) Incorrect. Refer to t
he R12 Payables training for more information.
R12 Support Resources (Answer all questions in this section) 58. TRUE or FALSE.
Planning Your Oracle E-Business Suite Upgrade from Release 11i to Release 12.1 o
ffers best practice advice to customers currently on Relea se 11i who are planni
ng a Release 12.1 upgrade. IT professionals involved with p lanning, managing, o
r running a Release 12.1 upgrade project are the primary aud ience. Mark for Rev
iew (1) Points True (*) False Incorrect. Refer to the R12 Support Resources trai
ning for more informatio n. 59. TRUE or FALSE. In each information center, it pr
ovides eBusiness release highlights. Highlight contains announcements, best prac
tices guides, release con tents or value proposition for the application version
of that information cente r. Mark for Review (1) Points True (*) False Incorrec
t. Refer to the R12 Support Resources training for more informatio n. 60. Once i
nstalled this tool offers project management capabilities, time bas ed reporting
, identification of all the necessary steps, pre-requisites and patc hes in orde
r to perform an upgrade. Mark for Review (1) Points Support Diagnostics Maintena
nce Wizard (*) Configuration Manager Remote diagnostic Agent ORA-600/7445 Lookup
Tool

Incorrect. Refer to the R12 Support Resources training for more informatio n.
Page 6 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Creating Customer Value (Answer all questions in this section) 1. It is an i
ntegrated, multichannel, online collaboration portal that levera ges the latest
Web 2.0 technologies to provide real-time access to Oracle s knowle dge reposito
ry. It is a venue where customers exchange knowledge with an extensi ve network
of peers and Oracle experts. Mark for Review (1) Points DB Upgrade companion Mai
ntenance Wizard My Oracle Support Community (*) Support Diagnostics Tools Config
uration manager Corrrect 2. This online assessment tool is designed to share Glo
bal Software Support g ood practices across 5 domains - Strategy, Process, Peopl
e, Technology and Gover nance with the goal to help customers get maximum value
from their Oracle invest ments Mark for Review (1) Points Customer Success SelfAssessment (*)

Sustaining Support Transfer of Information (TOI) Customer Services Catalog Newsl

etters Corrrect 3. To customize the Regions on the Main Dashboard you can drag-a
nd-drop those you want included and rearrange them according to how you want the
m to show up. Mark for Review (1) Points True (*) False Correct 4. This is anoth
er resource available to customers designed to promote awaren ess and understand
ing of the available support tools and resources to allow you to get the most ou
t of your support investment. Mark for Review (1) Points Newsletters Customer Se
rvices Catalog Support Process and Tools advisor webcasts (*) Transfer of Inform
ation (TOI) Sustaining Support Corrrect 5. 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 ha
s access to your environment details w hen working an issue. Engineers have visi
bility (through projects). Mark for Re view (1) Points Projects region (*) News
region Draft Service Request region Getting started region Knowledge region

Corrrect 6. Identify the support model described: This support model centered ar
ound r eactively working customer issues. You work with support on the issue, id
entify a solution, and then move to implement that solution. Mark for Review (1)
Points Traditional support model (*) Pro-active support model Predictive suppor
t model None of the above All of the above Correct 7. List ALL what is is availa
ble within the eview (1) Points (Choose all correct answers) Contains valuable i
nformation to assist new users in navigating the portal a nd to make full use of
the portal functionality. (*) You will find an overview of My Oracle Support. (
*) Provide links to both pre-recorded and live training sessions. (*) Contains l
inks on how to best utilize the configuration manager. (*) None of the above Inc
orrect, refer to the Creating Customer Value training for more informat ion 8. I
dentify the support model described: Support model that provides informat ion ab
out the latest issues and patches, then you as a customer review what solu tions
may or may not apply in your environment. Mark for Review (1) Points Traditiona
l support model Pro-active support model (*) Predictive support model None of th
e above All of the above Getting Started region. Mark for R

Correct 9. The My Oracle Support framework was created using FLEX Technology fro
m Ado be. Using the Flash viewer allowed the flexibility to design a system that
is ve ry user friendly. Mark for Review (1) Points True (*) False Correct 10. T
his stage of Life time Support provides maintenance and support of Oracl e datab
ase, middleware, and application products for 5 years from their general availab
ility date. Mark for Review (1) Points Lifetime Support Policy Premier Support (
*) Extended support Sustaining Support None of the above Corrrect
Page 1 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0)

Creating Customer Value (Answer all questions in this section) 11. This is Oracl
e's simple, predictable, and the most comprehensive policy a vailable, it helps
drive your business by putting you in control of your upgrade strategy success.
Mark for Review (1) Points 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 i
s Oracle's policy to force upgrades after a customer has had 10 years in sustain
ing support. Mark for Review (1) Points True False (*) Corrrect 13. Extended Sup
port is provided for an how many additional years after Premi er Support ends? M
ark for Review (1) Points 8 Years 5 years 3 years (*) No limit 1 Year Corrrect 1
4. While in Sustaining Support, the pricing is equal to pricing as if in Pre mie
r Support Mark for Review

(1) Points True (*) False Corrrect

MVSP Overview (Answer all questions in this section) 15. Which of the following
is the support challenges at the multiple vendor c omputing environment? Mark fo
r Review (1) Points Complexity of MVS environments Rising Multi-Vendor Support A
ctivity Expanding call Resolution Times Prohibitive Training Demands for technic
al analysts none of the above (*) Correct 16. which year was TSANet established?
Mark for Review (1) Points 1993 (*) 1992 1990 1994 1991 Correct 17. MVSP can be
a replacement for support Mark for Review (1) Points True False (*) Correct

18. Which of the following statements reflect the value proposition to our Mu tu
al Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Re
view (1) Points (Choose all correct answers) Improves response by having all par
ties involved in the collaboration. (*) Increases the time to implementation for
multi-vendor solutions. Strives to prevent the frustration of finger-pointing o
ves overall satisfaction. (*) between vendors and impr
Provides enhanced support value for multi-vendor implementations. (*) Increases
the risk and costs associated with owning multi-vendor solutions. Incorrect. Ref
er to the Multi-Vendor Support Program Overview training for more information. 1
9. Under MVSP model, customer call a vendor for a problem. While the support ana
lyst decides involvement from another vendor, he will log SR to another vend or,
then customer follow the SR to another vendor. Mark for Review (1) Points True
False (*) Correct
Oracle Support Basics (Answer all questions in this section) 20. When a problem
in an SR is putting a project milestone at risk when would be the most effective
time to escalate? Mark for Review (1) Points 7-14 days before the milestone (*)
As soon as the SR is raised 2 days before the milestone 24 hours before the mil
estone Correct
Page 2 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Oracle Support Basics (Answer all questions in this section) 21. What is the
most effective way to escalate a SR? Mark for Review (1) Points Via your Oracle
Account Manager Update My Oracle Support Update SR in My Oracle Support and the
n call into Support (*) Call into Support Correct 22. Which of the following is
not the responsibility of a Support Engineer? Mark for Review (1) Points Contrib
ute to the knowledge base content Educate customers on how to use the products (
*) Provide resolutions or workarounds Respond to new incoming SRs Correct 23. Ho
w long will a Oracle Collaborative Support session last? Mark for Revi ew (1) Po
ints

Unlimited Up to 1 hour Will take 20 minutes butmaybe dependent on the engineer w

ho is doing the OCS . (*) Up to 5 minutes Correct 24. What is Oracle's on-line S
upport Service? Mark for Review (1) Points Service Request My Oracle Support (*)
OPN Premier Correct
My Oracle Support (Answer all questions in this section) 25. You can search for
particular Document ID using PowerView Mark for Revie w (1) Points True False (*
) Corrrect 26. Patch Plan shows the planned releases of patches for the differen
t Oracle Product Lines Mark for Review (1) Points True False (*) Corrrect 27. Or
acle recommends that customers install CPU Patches immediately Mark fo r Review
(1) Points

True (*) False Corrrect 28. In what ways can you customize your dashboard Mark f
or Review (1) Points Minimize and maximize regions Drag and drop regions Sort at
tributes ascending or descending None of the above All of the above (*) Incorrec
t. Refer to the My Oracle Support training for more information.
My Oracle Support Community (Answer all questions in this section) 29. In My Ora
cle Support Community, once you subscribe, all community content , including dis
cussions, documents, community lists, and top participants will b e filtered by
your subscription Mark for Review (1) Points True (*) False Correct 30. You can
set up your user profile in My Oracle Support Community by Mark for Review (1) P
oints (Choose all correct answers) User profile cannot be customized in My Oracl
e Support Community Logging into www.oracle.com and setting up your profile Clic
king on the Profile tab directly (*) Using the My Oracle Support profile Clickin
g on the my Profile link in the upper right hand corner of the page (*)

Correct
Page 3 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) My Oracle Support Community (Answer all questions in this section) 31. The m
ain idea behind the My Oracle Support Community is to connect people and to deve
lop information. Oracle does this by using tools such as discussion forums, docu
ment exchange, tagging, searching, and messaging. Mark for Review (1) Points Tru
e (*) False Correct 32. This tab in My Oracle Support Community shows recently c
reated communitie s content. Mark for Review (1) Points Discussions and Document
s tab (*) People finder tab Tags tab Profile tab Private Messages tab

Correct 33. In My Oracle Support Community, you can turn off your Subcription Ma
rk f or Review (1) Points True (*) False Correct 34. In My Oracle Support Commun
ity, 1,000-2,499 point value under the Rewards and Recognition program moves you
to Mark for Review (1) Points Ace Director tier Oracle Expert tier (*) Oracle P
ro tier Oracle Journeyman tier Oracle Guru tier Correct
Oracle Collaborative Support Program (Answer all questions in this section) 35.
Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL,
with 128-bit encryption for transmitting encyrpted data securely. Mark for Revi
ew (1) Points True (*) False Correct 36. Oracle Web Conferencing allows you to d
o the following Mark for Review (1) Points Save a screen snapshot Share an appli
cation Share Document

Draw on the whiteboard All of the above (*) Incorrect. Refer to the Collaborativ
e Support Program Overview training fo r more information. 37. In the OWC Toolba
r , click on the following to enable Desktop Sharing Ma rk for Review (1) Points
Chat icon Conference Details button Share Entire Desktop Share 'Nothing' Attend
ee drop down list Correct (*)
Oracle Configuration Manager (Answer all questions in this section) 38. What are
the different types of configurations? Mark for Review (1) Points (Choose all c
orrect answers) Manually entered Automatically generated by RDA (*) Auto collect
ed (*) Configs associated with projects All of these Incorrect. Refer to the Sof
tware Config Manager training for more informat ion. 39. Where should support ag
ent be installed? Mark for Review (1) Points On the database server. On every ma
chine on which the customer wants automically refreshed configura tions. (*)

On the web server. On every PC. On the applications server. Corrrect 40. How oft
en does OCM collect the auto-config data? Mark for Review (1) Points You run the
OCM manually. Every 24 hours (*) As often as you want - you can set it up as a
batch process. Once a week Every time you log an SR against that configuration.
Corrrect
Page 4 of 6
Test: Oracle E-Business Suite Financial Management Support Specialist Assessment
Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Why Use The Configuration Manager In My Oracle Support (Answer all questions
in this section) 41. Service request reporting is available ONLY if we are usin
g the Configura tion Manager Mark for Review (1) Points True

False (*) Correct 42. I can use the Configuration Manager to compare configurati
on data changes between two dates Mark for Review (1) Points True (*) False Corr
ect 43. What type of information is being collected by the Collector? Mark for R
eview (1) Points (Choose all correct answers) Application data Patches (*) Orac
le configuration data (*) Selected passwords Host information (*) Correct
Service Request Priority Routing Using Configuration Manager (Answer all questio
ns in this section) 44. Once the Configuration information is uploaded the custo
mer then can log Service Requests directly against an uploaded configuration rig
ht from the My Or acle Support Interface Mark for Review (1) Points True (*) Fal
se Correct
Remote Diagnostics Agents and Database Diagnostic Scripts (Answer all questions
in this section)

45. Remote Diagnostic Agent output is encrypted and special privileges are re qu
ired to view it. Mark for Review (1) Points True False (*) Incorrect. Refer to t
he Remote Diagnostics Agents and Database Diagnostic Scripts training for more i
nformation. 46. Which of the following is supported by RDA Mark for Review (1) P
oints Oracle RDBMS Enterprise Edition Oracle RDBMS Standard Edition Oracle Data
Mining and Warehousing Oracle Identity Management All of the above (*) Correct 4
7. Name the two types/areas of the Remote Diagnostics Agent Mark for Review (1)
Points (Choose all correct answers) RDA for Siebel RDA for Server Technology (*)
RDA for E-Business Suite (*) RDA for Peoplesoft RDA for Service Requests Correc
t 48. What are the three steps required to get the RDA report for Oracle Suppor
t Mark for Review (1) Points Download the agent from My Oracle Support, configur
e and upload done automat ically Open a web conferencing session with the suppor
t engineer. Engineer will exe cute and download the report from the customer's s
erver

Any one of the above method can be used Uncompress the RDA bundle in Oracle Home
, execute and mail the report to the support engineer Download RDA from My Oracl
e Support, execute and attach the report to a Serv ice Request (*) Correct
How to Escalate a Service Request within Oracle Support (Answer all questions in
this section) 49. You can expect the following after requesting for a Service R
equest escal ation Mark for Review (1) Points You will receive a call from Oracl
e Support Manager The manager will go over your issue with you, making sure ther
e is mutual un derstanding. The manager provides you with an action plan The man
ager ensures that the appropriate resources are assigned and all acti ons are co
mpleted. All of the above (*) Correct 50. A Customer should ensure the following
before requesting for a Service Re quest Escalation Mark for Review (1) Points
Review the Service Request for correctness of problem statement Update SR with b
usiness impact Update SR with milestone date Assess the appropriateness of sever
ity level All of the above (*) Correct
Page 5 of 6

Test: Oracle E-Business Suite Financial Management Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indica
tes a correct answer. This 60-question assessment test is the final component o
f the Oracle E-Busines s Suite Financial Management Support Specialist guided le
arning path. This asses sment will allow you to test your knowledge level of the
information learned fro m the Oracle E-Business Suite Financial Management Supp
ort Specialist courses. P assing a >80% of this assessment makes you eligible to
become an Oracle E-Busine ss Suite Financial Management Support Specialist. (v2
.0) Customer Service Soft-skills Training Best Practices (Answer all questions i
n this section) 51. Benefits of Customer Soft-Skills training program will enabl
e partners to : Mark for Review (1) Points (Choose all correct answers) Create a
supreme ownership experience to their end customers (*) Better understand custo
mer expectations (*) Achieve industry leadership (*) Become recognized part of a
high performing organization (*) Help to develop and improve skills communicati
ons (*) Correct 52. High Customer Satisfaction means: Mark for Review (1) Points
(Choose all correct answers) Reducing the number of service requests (*) Reduci
ng the time to resolve issues (*) Lowering the number of escalation (*) 1 & 2 on
ly None of the above Incorrect. Refer to the Customer Service Soft-skills Traini
ng Best Practic

es training for more information. 53. Effective Communication skills are NOT ess
ential in developing satisfied customers. Mark for Review (1) Points True False
(*) Correct 54. The primary difference between making unhappy customers happy an
d making happy customers even happier is the point of initiation. With unhappy c
ustomers, even if you did not know why they were unhappy before speaking with th
em, you c an be certain that you soon will learn the reason for their unhappines
s. Once yo u know why they are unhappy, it is relatively easy to plot a course o
f action to convert them into a happy customer. Mark for Review (1) Points True
(*) False Correct
R12 Payables (Answer all questions in this section) 55. What does TCA stands for
? Mark for Review (1) Points Trading Capable Architecture Trading Community Arch
itecture (*) True Capable Architecture Time Community Architecture True Communit
y Architecture Correct 56. When upgrading to supplier integrated with TCA existi
ng supplier, sites a nd contacts will be migrated to TCA. Mark for Review (1) Po
ints True (*) False

Correct 57. Select all the process changes which are applicable in R12 Payables
Invoi ce lines. Mark for Review (1) Points (Choose all correct answers) Invoice
line can be matched against a PO shipment or a receipt (*) Charges can be entere
d at the line level and then prorated across all items lines (*) Invoice workben
ch now contains header & multi-record representation for line s (*) New forms to
perform price/quantity corrections (*) Freight can be entered at the header and
then prorated across all item lines (*) Correct
R12 Support Resources (Answer all questions in this section) 58. TRUE or FALSE.
Oracle E-Business Suite Upgrade Resources is a step-by-ste p guide is a consolid
ated list of information that helps you to evaluate and pla n your upgrade proje
ct.? This guide follows the structured project phases that y ou are familiar wit
h. Mark for Review (1) Points True (*) False Correct 59. TRUE or FALSE. Planning
Your Oracle E-Business Suite Upgrade from Release 11i to Release 12.1 offers be
st practice advice to customers currently on Relea se 11i who are planning a Rel
ease 12.1 upgrade. IT professionals involved with p lanning, managing, or runnin
g a Release 12.1 upgrade project are the primary aud ience. Mark for Review (1)
Points True (*) False Correct

60. These are valuable tools provided by Oracle Support to ease the gathering an
d analyzing of information from your eBusiness Suite specific to an existing iss
ue or setup. Mark for Review (1) Points Support Diagnostics (*) Script Checker U
tility Change Assistant ORA-600/7445 Lookup Tool Application Deployment Manager
Correct
Page 6 of 6