Test: PeopleSoft Enterprise PeopleTools

Support Specialist Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct
answer.

This 60-question assessment test is the final component of the PeopleSoft Enterprise
PeopleTools Support Specialist guided learning path. This assessment will allow you to test
your knowledge level of the information learned from the PeopleSoft Enterprise PeopleTools
Support courses. Passing a >80% of this assessment makes you eligible to become a
PeopleSoft Enterprise PeopleTools Support Specialist. (v2.0)

Creating Customer Value

(Answer all questions in this section)
1. This is another resource containing recorded discussions during
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which development outlines functionality included within new
(1) Points
product releases.
Transfer of Information (TOI) (*)
Sustaining Support
Lifetime Support Policy
Customer Services Catalog
Newsletters

Corrrect
2. Patches and Updates tab- This functionality has been completely
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redesigned with the migration from Metalink and Metalink 3 to My
(1) Points
Oracle Support. This tab now provides the user with a dashboard
centric, Patch Home Page allowing the user to:
(Choose all correct answers)
Ability to view and download patches from the Patch
Recommendations and Search capability Viewing Patch and
Update Information in the My Oracle Support interface (*)
Provides Patch Recommendations making it easier to obtain and
deploy fixes for known critical issues (*)
Search for patches by Patch Number, Product, Product Family
and Saved Searches through the Simple Search option (*)
Identifying collections of patches which a customer might want
to consider applying as a group. (*)
You will be presented with information about how many
customers have downloaded that particular patch. (*)
Corrrect
3. This stage of Life time Support provides technical support, including
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access to our online support tools, knowledge bases, and technical
(1) Points
support experts. It is available for as long as you license your Oracle
products.
Lifetime Support Policy
Premier Support
Extended support
Sustaining Support (*)
None of the above

Corrrect
4. This region where we push important information from Oracle to our
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customers about what is happening within support, about critical
(1) Points
patches that have become available, about significant changes that
may be occurring within support.
Breaking News region (*)
Draft Service Request region
Getting started region
Service Request region
News region

Corrrect
5. It is a support capability that automates the exchange of
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configuration information between Oracle Support and our
(1) Points
customers, enabling proactive detection of issues our customers may
encounter, and allowing for faster resolution times in instances
where you do run into an issue.
Configuration Manager (*)
Remote Diagnostcs Agent
Upgrade wizard
Support Diagnostics tool
Change assistant

Corrrect
6. Customer Success Self-Assessment is an online tool designed to
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share Global Software Support good practices across 5 domains -
(1) Points
Strategy, Process, People, Technology and Governance
True (*)
False
 Corrrect
7. When using the Configuration Manager this region provides the
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opportunity to share with Oracle Support the details of what is going
(1) Points
on within your configurations. your support engineer not only has
access to your environment details when working an issue. Engineers
have visibility (through projects).
Draft Service Request region
Getting started region
News region
Projects region (*)
Knowledge region

Incorrect, refer to the Creating Customer Value training for

more information
8. The Inventory and Usage region is available even for those who are
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not using the Configuration Manager.
(1) Points
True
False (*)

Incorrect, refer to the Creating Customer Value training for

more information
9. List all benefits of using My Oracle Support.
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(1) Points
(Choose all correct answers)
It is an easy to navigate, web-based portal that provides
personalized, proactive, and collaborative support. (*)
It is Oracle's next generation support platform. (*)
It is the single point-of-entry for all interactions with Oracle
Support (*)
Provides you access to the My Oracle Support Community,
where you can participate in discussions, and exchange
knowledge with an extensive network of peers and Oracle
experts. (*)
Answers 1,2 & 3 only

Corrrect
10.To customize the Regions on the Main Dashboard you can drag-and-
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drop those you want included and rearrange them according to how
(1) Points
you want them to show up.
True (*)
 False

Correct

Creating Customer Value

(Answer all questions in this section)
11.The My Oracle Support framework was created using FLEX
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Technology from Adobe. Using the Flash viewer allowed the
(1) Points
flexibility to design a system that is very user friendly.
True (*)
False

Correct

Oracle's Lifetime Support Policy

(Answer all questions in this section)
12.While in Sustaining Support, the pricing is equal to pricing as if in
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Premier Support
(1) Points
True (*)
False

Corrrect
13.Certifications of New Oracle Products are covered under which
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level(s) of support?
(1) Points
Premier Support
Extended Support
Sustaining Support
Premier & Extended Support (*)
None of the Above

Incorrect. Refer to the Lifetime Support training for more

information.
14.Premier Support Extends for how many years after a product's
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release?
(1) Points
8 Years
No limit
5 years (*)
10 years
 1 Year

Corrrect

MVSP Overview
(Answer all questions in this section)
15.Which of the following statements regarding our value proposition to
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our Partners for the Multi-Vendor Support Program (MVSP) is NOT
(1) Points
true?
Provides a consistent, collaborative support process by which to
engage with Oracle Support.
Reduces training commitment by not having to pursue in-depth
training on Oracle products you do not support.
Enables practices that align with many industry support
certifications.
Provides a consistent support process for all of a Partner's
support needs, regardless of a Mutual Customer's involvement.
(*)
Reduces costs by not having to create and maintain traditional
cooperative support agreements.
Correct
16.By participating in the MVSP as either a TSANet or OPN member
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vendors are required to enter into time consuming or costly support
(1) Points
or legal agreements.
True
False (*)

Correct
17.Which of the following statements regarding enrollment in the Multi-
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Vendor Support Program (MVSP) is NOT true?
(1) Points
A Partner should enroll in the MVSP proactively if they provide
support services to mutual customers.
Enrollment in the MVSP is easy by selecting the "Join Now"
link from the MVSP portal page on OPN.
The MVSP is offered as a value-added benefit at no additional
costs to Oracle Partners as part of their OPN membership.
Useful MVSP enrollment information can be found on the OPN
portal under Support > Learn About Support Offerings and
Benefits.
A partner should wait to enroll in the MVSP until they encounter
a multi-vendor support issue from a mutual customer. (*)
Correct
 18.As an active OPN member, you are automatical become OPN-MVSP
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benefit.
(1) Points
True
False (*)

Correct
19.Which of the following statements are Partner requirements for
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participation in the Multi-Vendor Support Program (MVSP)?
(1) Points
(Choose all correct answers)
Partner must be trained on all Oracle products they wish to
engage with Oracle Support through the MVSP.
Partner must be accepted into all Product Focus Areas in order to
participate in the MVSP.
Partner must be a current OPN member in good standing. (*)
Partner must have a published profile in OPN Solutions Catalog.
(*)
Partner must apply and received confirmation of acceptance for
use of the MVSP benefit. (*)
Correct

Oracle Support Basics

(Answer all questions in this section)
20.Which of the following does not apply to Oracle Collaborative
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Support?
(1) Points
Used by Support Engineers for problem verification
Used by Support Engineers to demonstrate functionality (*)
Accessed via My Oracle Support
Used by Support Engineers for real time viewing of error
messages and log and trace files
Correct

Oracle Support Basics

(Answer all questions in this section)
21.Who controls My Oracle Support access for your CSI?
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(1) Points
Oracle Support Engineer
Your Oracle Partner Manager
 Oracle Sales team
Customer Users Administrator for your CSI (*)

Correct
22.Which tool allows Oracle to connect to a customer's system and view
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information?
(1) Points
OCS (Oracle Collaborative Support) (*)
MCP
SR (Service Request)
RDA (Remote Diagnostic Agent)

Incorrect, refer to the Oracle Support Basics training for more

information
23.Which of the following is not normally provided via My Oracle
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Support
(1) Points
Access to SR logging
Diagnostic Tests
Certified Advantage Partner Criteria (*)
Certification information

Correct
24.True or False? An SR should be escalated when the severity assigned
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does not reflect the true business impact
(1) Points
True
False (*)

Correct
25.Which is a valid name of a diagnostic tool for Oracle Server?
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(1) Points
SR (Service Request)
RDA (Remote Diagnostic Agent) (*)
Configuration Manager
OWC (Oracle Webconference)

Correct
26.Which of the following would not be a valid reason to escalate the
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SR?
(1) Points
 Encountered critical roadblock
Dissatisfied with response
Project deadline is within 10 days
SR was raised at wrong severity (*)

Correct

My Oracle Support
(Answer all questions in this section)
27.In what ways can you customize your dashboard
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(1) Points
Minimize and maximize regions
Drag and drop regions
Sort attributes ascending or descending
None of the above
All of the above (*)

Corrrect
28.My Oracle Support Global Search searches
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(1) Points
Both the Document Body and the Attachment texts (*)
The Attachment text only and not the Document Body text
The Document Body text only and not the Attachment text

Corrrect

My Oracle Support Community

(Answer all questions in this section)
29.Your Personal Information region in User Profile in My Oracle
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Support Community contains
(1) Points
(Choose all correct answers)
Name (*)
Email (*)
Phone (*)
Race
None of the Above

Correct
 30.This tab in My Oracle Support Community shows recently created
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communities content.
(1) Points
Private Messages tab
Tags tab
Discussions and Documents tab (*)
People finder tab
Profile tab

Incorrect. Refer to the My Oracle Support Community training

for more information.

My Oracle Support Community

(Answer all questions in this section)
31.In the Rewards and Recognition program of My Oracle Support
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Community, User Reputation Model calculates points based on
(1) Points
member participation, document contribution, as well as customer
and partner feedback.
True (*)
False

Correct
32.In My Oracle Support Community, correctly answering a discussion
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thread earns you
(1) Points
5 points
1 point
10 points (*)
2 points
20 points

Correct
33.This is the region where My Oracle Support Community member
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can see news pertaining to all communities is shared.
(1) Points
The Headlines region
The Recent content region
The News and Announements region (*)
The Tags region
The Sptolight region
 Incorrect. Refer to the My Oracle Support Community training
for more information.
34.In My Oracle Support Community, 1,000-2,499 point value under
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the Rewards and Recognition program moves you to
(1) Points
Oracle Guru tier
Oracle Pro tier
Oracle Journeyman tier
Ace Director tier
Oracle Expert tier (*)

Incorrect. Refer to the My Oracle Support Community training

for more information.

Oracle Collaborative Support Program

(Answer all questions in this section)
35.Your system must meet the following requirements to be able to run
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Oracle Web Conferencing
(1) Points
(Choose all correct answers)
Pop-up blocking must be disabled in your browser (*)
Windows 98 or later (*)
1024 x 768 screen resolution (*)
Microsoft Virtual Machine (VM) or Sun JRE (*)
Internet Explorer 5.5 or later (*)

Correct
36.In the OWC Toolbar , click on the following to enable Desktop
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Sharing
(1) Points
Share 'Nothing'
Share ‘Entire Desktop’ (*)
Conference Details button
Chat icon
Attendee drop down list

Correct
37.Oracle Web Conferencing allows you to do the following
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(1) Points
 Save a screen snapshot
Share an application
Share Document
Draw on the whiteboard
All of the above (*)

Correct

Oracle Configuration Manager

(Answer all questions in this section)
38.How often does OCM collect the auto-config data?
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(1) Points
Every 24 hours (*)
You run the OCM manually.
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.

Corrrect
39.Where should support agent be installed?
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(1) Points
On the applications server.
On the database server.
On every PC.
On every machine on which the customer wants automically
refreshed configurations. (*)
On the web server.

Corrrect
40.What is a healthcheck?
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(1) Points
One of the Support offerings available to ACS customers.
Dynamically generated reports based on the output of Support
Diagnostics.
Manually run reports based on the systems information gathered
by support agent.
Dynamically generated reports based on the systems information
gathered by support agent. (*)
Another name for RDA output.
 Corrrect

Why Use The Configuration Manager In My Oracle Support

(Answer all questions in this section)
41.Looking at historical configuration data, some dates may be greyed
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out. Why?
(1) Points
Older records are not preserved
No collection was made on such dates (*)
Weekends or public holidays
Only random dates are made available
All of the above

Correct
42.Data included in the inventory reporting can be categorised by
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(1) Points
Host information
Database
Application Servers
Applications
All of the above (*)

Correct
43.What are some typical configuration information are collected by
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OCM?
(1) Points
System Global Area
High Availability (RMAN Configuration)
CPU Usage Statistics
Session information
All of the above (*)

Correct
44.Which tab in My Oracle Support should you use to access materials
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regarding the Configuration Manager?
(1) Points
Collector (*)
Service Requests
 Knowledge
Patches and Updates
Configuration

Correct
45.What type of information is being collected by the Collector?
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(1) Points
(Choose all correct answers)
Patches (*)
Oracle configuration data (*)
Application data
Host information (*)
Selected passwords

Incorrect. Refer to the Why Use The Configuration Manager In

My Oracle Support training for more information.

Service Request Priority Routing Using Configuration Manager

(Answer all questions in this section)
46.Which following statement are correct for the priority routing of SR
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with asociated configuration?
(1) Points
(Choose all correct answers)
Oracle will give a higher priority to your Service Requests when
associated with a configuration (*)
Provides better information to our Support Engineers (*)
Troubleshooting is easier and faster than the same type of issue
without an associated configuration (*)
Support engineers will work the SR at 24x7

Incorrect. Refer to the Service Request Priority Routing Using

Configuration Manager training for more information.

How to Escalate a Service Request within Oracle Support

(Answer all questions in this section)
47.If you wish to escalate further up the Oracle Management chain what
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must you have in place?
(1) Points
Authorisation from your Oracle Account Manager
An additional business case
Escalation contacts further up your internal organisation (*)
 OCS session arranged

Correct
48.Escalation Process should be used for
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(1) Points
Increasing the severity of your Service Request to 1
Arranging on-site assistance
Draw higher level of attention to business critical issue from
Oracle Support Management. (*)
Arranging for a call from Sales Team or your Account Manager
All of the above

Correct

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)
49.To define the difference between mediocre companies, poor
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performers and Market Leaders
(1) Points
(Choose all correct answers)
Understand the concept that business cannot exist without
satisfied customers who help sustain revenues (*)
Know when to say no professionally to customer requests and
providing alternate solutions (*)
Set reasonable and measureable expectations with their
customers (*)
Create world-class customer contact (*)
Understand the difference between customer’s needs and wants
(*)
Correct
50.High Customer Satisfaction means:
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(1) Points
(Choose all correct answers)
Reducing the number of service requests (*)
Reducing the time to resolve issues (*)
Lowering the number of escalation (*)
1 & 2 only
None of the above

Correct
Customer Service Soft-skills Training Best Practices
(Answer all questions in this section)
51.Superior Ownership Experience is all about relationships, trust,
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commitment, communication, doing the right thing
(1) Points
True (*)
False

Correct
52.Which of the following statements are true and will make happy
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customers more happier. (Select all that applies).
(1) Points
(Choose all correct answers)
Strive toward making your relationships with your customers
true partnerships rather than that of just a vendor-customer (*)
Provide your customers with new product or service information
before it is widely disseminated. (*)
Most customers gladly will accept any documentation or
materials you believe may help them utilize their software more
efficiently. (*)
Understand your customers’ plans for future utilization,
expansion and make the appropriate recommendations for
upgrading to newer or different software or releases. (*)
Keep track of the things you have done in the past to make them
happy; do more of the same (*)
Correct

Change Assistant Tool automates the Process of Applying Maintenance

(Answer all questions in this section)
53.When using the Change Assistant, must you apply each patch
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individually?
(1) Points
True
False (*)

Corrrect

Oracle's Performance Monitor Tool

(Answer all questions in this section)
54.What is the minimum required version of PeopleTools to use the
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Peoplesoft Enterprise Performance Monitor?
(1) Points
7.x
 8.2
9.x
8.44 (*)
8.x

Correct
55.Peoplesoft Enterprise Performance Monitor tools must only be
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turned on when necessary as the huge amount of resources required
(1) Points
may impact overall system performance
True
False (*)

Correct
56.The following are examples of the benefits of using Peoplesoft
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Enterprise Performance Monitor tools.
(1) Points
(Choose all correct answers)
Diagnostics and debugging capability (*)
Automatic solution to identified performance issues
Identification of possible problem areas (*)
Identify highest area of processing time in the application (*)
All of the above

Correct
57.The following are some performance and runtime best practices
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when using the JD Edwards EnterpriseOne system Performance
(1) Points
Monitor
Recommended ESUs have been applied
Bring up servers in specific order
Separate database for performance monitor data
Turn off the monitor when not needed
All of the above (*)

Correct