35.

In the
accreditation
series, we
cover the
importance
of finding
the right
sub-space
for your
questions to
ensure a fast
response
from the
subject
experts.
What
happens if
you post a
product-
specific
question into
the general
Using My
Oracle
Support
Community?

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

36. As an experienced user, you are familiar with spaces and sub-spaces in
Community. Is the following example correct? Oracle Database (MOSC) is
a top-level space and Database Networking (MOSC) is the sub-space you
select to post a database networking question.

True (*)
False
 Correct

Best Practices for Hardware and Software

(Answer all questions in this section)

37. The output of Oracle Configuration Manager (OCM) will list out the
required firmware for your Oracle Systems products.

True
False (*)

Correct

38. From a hardware perspective, what are the benefits of downloading Oracle
Services Tools Bundle and enabling Auto Service Request (ASR)?

Experience faster problem resolution by eliminating the need to initiate

contact with Oracle for certain hardware failures, reducing number of
phone calls needed
Automatically log Service Requests
Create a fully qualified Service Request
All of the above (*)

Correct

39. For the supported products, what are the benefits of installing and using
Oracle Configuration Manager (OCM)?

Monitor changes and review health checks

Use the Upgrade Planner
Create fully qualified Service Requests
View Reports
All of the above (*)

Correct

40. You have a planned outage window at the end of the quarter. You can
access features available in My Oracle Support that will enable you to make
decisions about recommended and security patches to install.
 True (*)
False

Correct

41. Oracle EM Harvester is a collection tool that gathers information about your
Oracle set-ups, configuration, and OS. You can automate this information
transfer with Oracle

True (*)
False

Correct

42. 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 AR 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.

True (*)
False

Correct

Create and Manage Service Requests

(Answer all questions in this section)

43. 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?

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
44. What is a recommended best practice to follow when you have a non-urgent
(how-do-I) type question for Oracle Support AND you would like to gather
information from other users.

Search the knowledge base

Log a technical support Service Request via My Oracle Support
Call Oracle Support
Post a detailed question in a relevant community within My Oracle
Support to engage subject-matter experts (*)

Correct

45. Users often ask how to get the full update of their SR (in the body of the
email) advising the SR was updated. What steps do you need to take to
enable this feature in My Oracle Support?

Call Oracle Support and ask for this feature to be turned on for your
account.
Check the SR Detail box on your My Account profile, AND (for the
specific SI) use the View Administrators feature to send the CUAs a
message to ask if they have enabled this feature for the SI. (*)
Log a Non Technical Support SR and ask for this feature to be turned
on for your SI
There is no option to view the SR detail via e-mail notification as this is
a security risk

Correct

46. Users create a new Service Request by moving through a structured step-
by-step process that starts by asking the User to identify the Severity
BEFORE describing the problem

True
False (*)

Correct

47. You have heard a lot about the importance of logging detailed service
requests in the accreditation series. Why does it really matter to you as a
user? Correctly identify which response highlights the key benefit of
creating a Fully Qualified Service Request.

Special fast-track handling in the Support Queue

Minimum delays
 Minimum delays AND faster resolution (*)
The Oracle Support engineer will immediately open a Chat session with
you to discuss your issue
None of the above

Correct

48. You were able to resolve a Service Request before Oracle Support came
back with a suggested solution. What should you do?

Click on Close SR and provide a detailed comment (Update Detail) on

the solution you found to help Oracle Support improve the knowledge
base (*)
Just close the SR with no further updates
Call the Support Engineer for advice
Ask your CUA to initiate an auto-close of this SR since you have a
solution
None of the above

Correct

Oracle Support Policies

(Answer all questions in this section)

49. For some product and release combinations on the Certifications tab, you
may be able to view Ongoing Support information related to availability of
patches for that combination.

True (*)
False

Correct

50. You want to see a Support Benefits comparison table to understand what is
covered in Premier, Extended, and Sustaining Support. What is the
recommended approach to access the table and complete your review?

Post a question to the Using My Oracle Support Community

Locate the Lifetime Support Benefits table on the Oracle Lifetime
Support Policies page to review the details in the comparison table (*)
Log a non-technical Service Request
 Mark the Oracle Lifetime Support Policies (Document 971415.1) a
favorite in My Oracle Support

Correct

51. The Lifetime Support Stages for your Oracle Products are: Premier Support,
Extended Support, and Sustaining Support.

True (*)
False

Correct

52. What are the recommended ways to locate content about the End Date of
support for a product? Select all that apply.

(Choose all correct answers)

Log a Service Request and request information about support dates

Use the Certifications tab and review the support-specific content (*)
Access oracle.com and locate the technical and lifetime policies under
the Support tab (*)
Call your Oracle Sales or Account Representative

Correct

53. What is the BEST method to stay informed about the latest information on
Oracle Technical Support policies?

Download the Oracle Technical Support Policies and use these as your
reference guide
Set up Hot Topics E-mail notifications and select Support Policies as
the KM document type
Bookmark the Oracle Support Technical Support Policy page and visit
it when you have a question (*)
Log a Service Request and ask Support to provide information about
support policies

Correct

54. What is the RECOMMENDED approach to resolve the issue of not being
able to download a specific patch for a Product (after the Support Date has
passed).
 Log a Service Request and ask Oracle to send it to you
Contact your Oracle Sales representative and ask them to call Oracle
Support and send you the patch
Contact your Oracle Sales representative and purchase Extended
Software support for your product that needs patching (*)
Use Google to see if the patch is available somewhere on the Internet

Correct

Mobile My Oracle Support

(Answer all questions in this section)

55. How do you access Mobile My Oracle Support?

You have to download the app from the primary portal and load it to
your smart phone
There is a button on My Oracle Support home page that allows you to
jump to the mobile application
You open a Service Request and ask for special privileges
There is a unique URL for Mobile My Oracle Support access. (*)

Correct

56. The Mobile My Oracle Support application is only available to Users with
the Customer User Administrator (CUA) role

True
False (*)

Incorrect

57. A best practice to get the most value from Mobile My Oracle Support
would be to mark any bugs or documents as FAVORITES that you want to
review when you are at your desk. You will not waste time trying to find
them again when you go back to the My Oracle Support portal.

True (*)
False

Correct
58. The two main functions you can accomplish in Mobile My Oracle Support
are to VIEW and UPDATE Service Requests and search the knowledge
base

True (*)
False

Correct

59. What is the best description of Mobile My Oracle Support?

A new type of My Oracle Support Community intended for users who

want to review discussions 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

60. You are a CUA for your company. You are currently in a three-day
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.

True
False (*)

Correct