1.

 It is a
recommended  Mark for Review 
best practice (1) Points
to have a
minimum of
two CUAs for
each Support
Identifier to
provide
adequate
coverage for
user requests.

True
False

Correct

2.  A Support Identifier Group (SIG) enables your CUA to group hardware assets,
software licenses, and users in a single SI.  Mark for Review 
(1) Points

True
False

Correct

3.  A Support Identifier (SI) is a numeric value that identifies the products your
company has purchased. It is required to access My Oracle Support.  Mark for Review 
(1) Points

True
False

Correct

4.  How can you determine if your CUA has enabled the "full SR text in email"
feature for your organization?  Mark for Review 
(1) Points

You automatically get an email notification if this feature is enabled

You see a pop-up message when you access My Account > Support
Identifiers
You see "SR Details" column in My Account > Support Identifiers, and
you will be able to check a box for any associated SI

Incorrect
 5.  What is the recommended best practice for your Customer User
Administrator (CUA) related to activating Auto Approve for access requests?  Mark for Review 
(1) Points

Create a specific Support Identifier that always offer auto approval

There is no reason for the CUA to review a request for ANY Support
Identifier, so using Auto Approve is always recommended
This is a good option ONLY for generic access to knowledge base and My
Oracle Support Community functions. The CUA should manually review
requests for privileges like "Create and Update" for Service Requests

It is a recommended best practice to provide

generic access to just knowledge base and
Community so that End Users can quickly and
easily research questions and self-serve
information.

6.  What is a recommended best practice if you want to request "Create and
Update" privilege in the support portal in order to log service requests?  Mark for Review 
(1) Points

Provide business justification for your request. For example, you just
joined a new project team and will need to log SRs for this role
Set a flag against this SI in the support portal to alert your CUA
Just request the change against the target SI with no justification

Correct

My Oracle Support Introduction

(Answer all questions in this section)

7.  If you have more tab options than the space available in My Oracle Support,
they are located under the "More" tab.  Mark for Review 
(1) Points

True
False

Correct

8.  Why would you want to mark a Severity 1 SR as a favorite?

 Mark for Review 
(1) Points

To view it from the "Favorite SRs region" you can add to your dashboard
 To enable the SR for requesting management attention
Easily access these SRs on your mobile device while away from your
desk

Incorrect

9.  The top section displays the persistent global content that appears on every
page in the My Oracle Support portal.  Mark for Review 
(1) Points

True
False

Correct

10.  Several tabs in My Oracle Support offer the "Customize Page" option.
 Mark for Review 
(1) Points

True
False

Correct

11.  My Oracle Support has pre-set dashboard configuration options based on

role. For example, you can go to the "Customize" link and select "Hardware  Mark for Review 
User" to automatically add the regions to your dashboard associated with this (1) Points
user type.

True
False

There are no user type dashboard customizations

that you can select.

12.  Your current role is important to consider when customizing your tab regions
as certain information like Service Requests may be important (and you want  Mark for Review 
that type of region easily visible at the top). (1) Points

True
False

Correct
Knowledge Search and Browse
(Answer all questions in this section)

13.  Mary is aware of PowerView filters. Is there another recommended way to

quickly search for content in My Oracle Support based on product?  Mark for Review 
(1) Points

Post a thread in My Oracle Support Community

Use the global search bar
Use the (Search & Browse) feature on the Knowledge tab to select your
product and enter your search term.
Check the Certifications tab

Incorrect

14.  Amy and Joe are searching for performance information in My Oracle
Support. When they compared results, Amy saw that Joe was getting a  Mark for Review 
longer list of search results. If Amy wants to increase the number of search (1) Points
suggestions for future searches, she can go to the Settings tab, Knowledge
Preferences and can UPDATE her current setting (Number of Search
Suggestions) from 5 to 10. She also would want to make sure this preference
is set to ON.

True
False

Correct

15.  After performing a search, your results are displayed. What options are
available to further refine your search results?  Mark for Review 
(1) Points

Once the search has run, you would need to create a new one with more
filters.
You can select one or more knowledge collection types, add more words,
and select a product, version or platform
Turn off Search Term Suggestion in knowledge preferences
You can filter the results by clicking the down arrow next to the
knowledge source type.

Incorrect

16.  During SR Creation flow, My Oracle Support will offer you suggested solutions
as you define your problem. You have the option to turn off these suggested  Mark for Review 
solution results (My Account, Knowledge Preferences), although it is a (1) Points
recommended best practice to leave the suggestions turned on.

True
 False

Correct

17.  When you type a search string into the global search bar (on any tab), your
search results are usually provided on the Knowledge tab unless you search  Mark for Review 
for a specific Service Request number. (1) Points

True
False

Correct

18.  You know you can find the E-Business Suite Patch Utility by accessing the Get
Proactive Portfolio. What is another recommended approach to easily locate  Mark for Review 
this resource? (1) Points

Read the E-Business Suite installation documentation

Search My Oracle Support using the global search. For the most targeted
search, type R11i patch wizard or just patch wizard and locate the Patch
Wizard Utility from the top of your results.
Log a Service Request and ask for Oracle Support to send you the
information
Post a question in the EBS Community asking where you can find a
document with everything you need to know about EBS patching

Incorrect

Product Certifications
(Answer all questions in this section)

19.  What is the definition of a certification?

 Mark for Review 
(1) Points

A combination of Oracle and third-party products, operating systems, or

hardware that Oracle believes should work together
A combination of Oracle and third-party products, operating systems, or
hardware that Oracle has tested and should work together.
A testing matrix that Oracle provides via the Certifications tab that allows
you to compare combinations of Oracle and third-party products
None of the above

Incorrect
20.  You need to search for certification data to prepare for your team meeting.
However, you are NOT sure of the exact product name to use in the  Mark for Review 
Certifications tab. What is the recommended approach to find what you (1) Points
need?

Open a new technical Service Request with Oracle Support

You may be able to find your product by typing a portion of the name.
Try a few possible names for your product, including abbreviations. As
you type, you can select your desired product from the options
displayed. Many Oracle products are findable with aliases
Create a new discussion and ask the Certifications community
Check your SI to find out exactly how to input the product name
None of the above

Correct

21.  A product is certified for a SPECIFIC release of an operating system (OS) on

a particular hardware platform. For example, Oracle Database (11.2.0.3.0) on  Mark for Review 
Oracle Solaris 11 (SPARC) (1) Points

True
False

Correct

22.  The Support Information provided by the Certifications search does NOT
include Ongoing Support information related to availability of patches for  Mark for Review 
your product. (1) Points

True
False

Incorrect

23.  The Certifications tab in My Oracle Support is able to directly answer most of
your certification questions. The exception is older information that may not  Mark for Review 
be included. (1) Points

True
False

Correct

24.  What does the Certifications tab in My Oracle Support provide to the user?
 Mark for Review 
(1) Points
 A quick way to log Service Requests related to Certification questions.
This tab is only available to you in My Oracle Support if you purchase a
special support contract. The average user does not have access.
Access to product certification information
None of the above

Incorrect

Patches and Updates

(Answer all questions in this section)

25.  You can locate a patch in My Oracle Support from the "Patches & Updates"
tab using the Product or Family (Advanced) search. Input the product name  Mark for Review 
and use the filters to refine your search. (1) Points

True
False

Correct

26.  Regardless of your specific Oracle products, the general process to download
patches in My Oracle Support is usually the same.  Mark for Review 
(1) Points

True
False

Correct

27.  Your role recently changed and you now need to be able to download a
patch. You currently have "View Only" access for patches. What action should  Mark for Review 
you take? (1) Points

Create a non-technical service request and ask Oracle Support to make

this change
You can change this directly in My Account > Support Identifiers
Click "View" in the Administrators column under My Account and request
that your patch access be changed to Download. Be sure to provide a
detailed business justification

Incorrect
 28.  What recommended best practice was highlighted in the learning content to
help you develop your expertise with evaluating, planning, testing, and  Mark for Review 
implementing patches? (1) Points

Locate a patch and review the Readme file

Leverage resources like Patching and Maintenance Advisors that co-
locate a wealth of patching resources in a single location
Ask your Customer User Administrators for help

Incorrect

29.  What approach would you take to find out about Oracle recommended patch
sets for your product?  Mark for Review 
(1) Points

Add the Recommended Patch Sets region to your dashboard

Create a new discussion in the appropriate patching community and ask
your trusted network
Log a Service Request
Use the Product or Family (Advanced) Search, input your Product and
release of interest, check "Show recommended patches only" and click
Search

Incorrect

30.  The product name used by the patch system in My Oracle Support is the
same as the product name used for service requests or the Knowledge base.  Mark for Review 
Enter your target product name in the Product box and the selector will (1) Points
narrow down the choices to help you find the right product.

True
False

Correct
31. Which of
the  Mark for Review 
following (1) Points
attributes
describe the
value of My
Oracle
Support
Community?

Available to users 7x24x365. You can always engage in the global

community at a convenient time in your work day
Each community is staffed with a special set of Oracle support engineers
who engage exclusively with online questions
Leverage the shared experience of your peers and subject-matter experts
to quickly expand your knowledge and awareness
 Using communities allows you to bypass the standard Service Request
creation process in My Oracle Support and fast-track your issues
Both 1 and 3

Incorrect

32.  Sally has as some ideas to improve the Oracle Support Accreditation series.
How can she share her ideas with other users and the Accreditation Team?  Mark for Review 
(1) Points

Log a Non Technical Service Request via the Contact Us process.

Call her Oracle Sales representative and provide feedback.
Use the Create, Idea option and select the Oracle Support Accreditation
(MOSC) community to post her ideas
Post her ideas as questions on the Using My Oracle Support Community

Correct

33.  If you have general questions about My Oracle Support and have not found
answers in the help menu or in the knowledge base, a best practice is to post  Mark for Review 
your question to Using My Oracle Support Community. (1) Points

True
False

Correct

34.  Your Community e-mail box is quickly filling up with emails. You need to
easily get it back under control. What actions can you take to resolve this  Mark for Review 
issue? (1) Points

(Choose all correct answers)

Validate that you are NOT following the top-level My Oracle Support
(MOSC) Community as you get email for EVERY update in every space.
Make sure you FOLLOW only top-level communities to reduce emails
There is nothing you can do to filter the number of emails you receive
From the dropdown next to your name, select (Preferences) and review
your Email Preferences. Make changes to best meet your objectives.

Incorrect

35.  Sally has a great idea to improve a product. From the home page of
Community, she clicks Create, Idea. When she attempts to locate the correct  Mark for Review 
Place (In a Place), her product area is not listed. What does this mean? (1) Points
 Post this question in the Using My Oracle Support Community
This feature is not available and should not be displayed.
The space or sub-space you want to use has NOT enabled this feature.
Only spaces and sub-spaces that support IDEA CREATE are available for
selection
Open a non-technical Service Request, as this is a bug.

Incorrect

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  Mark for Review 
top-level space and Database Networking (MOSC) is the sub-space you select (1) Points
to post a database networking question.

True
False

Correct

Best Practices for Hardware and Software

(Answer all questions in this section)

37.  The Oracle Toolbox we highlighted in the learning content is a catalog of

product-based and generic tools. It offers a single source to quickly start  Mark for Review 
building your diagnostics and health toolkit. (1) Points

True
False

Correct

38.  What highlighted resource offers a single combined installer that includes
Trace File Analyzer, ORAchk, EXAchk and other key resources?  Mark for Review 
(1) Points

Oracle Services Tools Bundle (STB)

Tools and Training
Autonomous Health Framework (AHF)

Incorrect

39.  Some of the benefits of leveraging ORAchk in your business include risk
reduction, automated proactive warnings, ability to run it in your  Mark for Review 
 environment, and reports via email. (1) Points

True
False

Correct

40.  Oracle Auto Service Request (ASR) is part of Oracle's proactive services.
 Mark for Review 
(1) Points

True
False

Correct

41.  If you wanted to run a health check against Oracle E-Business Suite, what
tool is the right choice?  Mark for Review 
(1) Points

EXAchk
ORAchk
Oracle Service Request (ASR)
Oracle Services Tools Bundle (STB)

Incorrect

42.  Based on what we covered in the learning content, why should you make the
Oracle Toolbox a favorite for your personalized toolkit? What is the direct  Mark for Review 
benefit to you? (1) Points

Making it a favorite will automatically download any of the tools if they

are updated with newer versions
This allows you to easily download the Oracle Toolbox to your desktop
You will have access to diagnostic tools only available through this
resource
You can easily find this resource again to review and access the
suggested diagnostic tools for generic and product-specific use

Incorrect

Create and Manage Service Requests

(Answer all questions in this section)
43.  You are in the process of logging a new SR. During the process, you see a
recommended solution that does resolve your issue. What is the  Mark for Review 
recommended next step? (1) Points

Continue logging the SR and make a note to review the solution at a later
time
Exit the SR process and do NOT log this SR (click Cancel and OK) and
then test and implement the solution
Turn off the option to view suggested solutions to speed up your process
to create a new SR

The knowledge base attempts to identify solutions

based on the information you provide. Taking the
time to provide accurate and detailed information
increases the likelihood of a suggested solution
addressing your issue

44.  When should Severity 1 be selected for your Service Request?

 Mark for Review 
(1) Points

When your business has a complete loss of service due to an issue on

your Oracle System, Software, or Application
When you are considering requesting management attention to your
issue
When you want immediate attention to your Service Request
When your testing system is down

Correct

45.  The following is a common problem when trying to log a Service Request:
you do not have the correct access level in My Oracle Support and/or correct  Mark for Review 
Support Identifier approved and associated with your account. (1) Points

True
False

Correct

46.  A recommended best practice is to organize all data associated with your
issue BEFORE you initiate a new SR. A Fully Qualified SR provides Oracle  Mark for Review 
Support with as much detail as possible, including what happened, affected (1) Points
users, single or repeat occurrences, any changes, and attached diagnostic
data.

True
False
 Correct

47.  Which of the following responses is the best example of a complete Service
Request (SR) Problem Summary?  Mark for Review 
(1) Points

Application is slow in the afternoon

Blue screen
MySQL is experiencing a connection problem
MySQL (using JDBC eWay) is experiencing a connection problem:
ClassName not found

The best practice is to highlight WHAT is having the

issue and provide a short description of the
problem. This helps when you are sorting your SRs
on problem summary and it helps the Oracle
Support engineer quickly understand the issue.

48.  Requesting Management Attention is about bringing the right resources to

your SR, highlighting critical milestones, improving the communication  Mark for Review 
process, and creating an action plan to resolve your issue. (1) Points

True
False

Correct

Mobile My Oracle Support

(Answer all questions in this section)

49.  The Customer User Administrator (CUA) for your organization is able to utilize
Mobile My Oracle Support to REVIEW access requests with just a smart phone  Mark for Review 
and Internet access. (1) Points

True
False

Correct

50.  You receive a Tweet from Oracle while you are in a meeting. There is some
interesting information about one of your products. You can quickly log into  Mark for Review 
Mobile My Oracle Support and search the knowledge base to get more details (1) Points
to share with your colleagues during the meeting.
 True
False

Correct

51.  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  Mark for Review 
when you are at your desk. You will not waste time trying to find them again (1) Points
when you go back to the My Oracle Support portal.

True
False

Incorrect

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

 Mark for Review 
(1) Points

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

Incorrect

53.  You are able to CREATE a new Service Request using the Mobile My Oracle
Support interface  Mark for Review 
(1) Points

True
False

The option to create new Service Requests is

currently not available in Mobile My Oracle Support

54.  The two main functions you can accomplish in Mobile My Oracle Support are
to VIEW and UPDATE Service Requests and search the knowledge base  Mark for Review 
(1) Points

True
False
 Correct

Oracle Support Policies

(Answer all questions in this section)

55.  What are the recommended ways to locate content about the End Date of
support for a product? Select all that apply.  Mark for Review 
(1) Points

(Choose all correct answers)

Access oracle.com and locate the technical and lifetime policies under the
Support tab
Use the Certifications tab and review the support-specific content
Log a Service Request and request information about support dates
Call your Oracle Sales or Account Representative

Correct

56.  You want to see a Support Benefits comparison table to understand what is
covered in Premier, Extended, and Sustaining Support. What is the  Mark for Review 
recommended approach to access the table and complete your review? (1) Points

Mark the Oracle Lifetime Support Policies (Document 971415.1) a

favorite in My Oracle Support
Post a question to the Using My Oracle Support Community
Log a non-technical Service Request
Locate the Lifetime Support Benefits table on the Oracle Lifetime Support
Policies page to review the details in the comparison table

The Support Benefits table provides a very clear

and easy-to-review matrix of the stages so that you
can quickly see what is covered in each stage

57.  For some product and release combinations on the Certifications tab, you may
be able to view Ongoing Support information related to availability of patches  Mark for Review 
for that combination. (1) Points

True
False

Correct

58.  The Lifetime Support Stages for your Oracle Products are: Premier Support,
 Mark for Review 
 Extended Support, and Sustaining Support. (1) Points

True
False

Correct

59.  What is the BEST method to stay informed about the latest information on
Oracle Technical Support policies?  Mark for Review 
(1) Points

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

Downloading the PDF is great for your current

question. However, you should visit the support
policies pages in the future to ensure you have the
latest updates.

60.  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  Mark for Review 
passed). (1) Points

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

All of these answers are possible reactions to not

being able to download a patch. The most correct
answer is 3 as the product has passed its supported
end date.
1. What is a
recommended  Mark for Review 
best practice (1) Points
if you want to
request
"Create and
Update"
privilege in
the support
portal in order
to log service
requests?
 Provide business justification for your request. For example, you just
joined a new project team and will need to log SRs for this role
Just request the change against the target SI with no justification
Set a flag against this SI in the support portal to alert your CUA

Correct

2.  How can you determine if your CUA has enabled the "full SR text in email"
feature for your organization?  Mark for Review 
(1) Points

You automatically get an email notification if this feature is enabled

You see a pop-up message when you access My Account > Support
Identifiers
You see "SR Details" column in My Account > Support Identifiers, and
you will be able to check a box for any associated SI

Correct

3.  It is a recommended best practice to have a minimum of two CUAs for each
Support Identifier to provide adequate coverage for user requests.  Mark for Review 
(1) Points

True
False

Correct

4.  If you have the CUA role, where can you review and respond to user
requests?  Mark for Review 
(1) Points

My Oracle Support and Mobile My Oracle Support

Mobile My Oracle Support
My Oracle Support

Correct

5.  Oracle Support manages roles and responsibilities for all users associated to a
Support Identifier in My Oracle Support.  Mark for Review 
(1) Points

True
False

Oracle Customers manage their own My Oracle

Support access by establishing Customer User
 Administrators from their organization.

6.  A Support Identifier Group (SIG) enables your CUA to group hardware assets,
software licenses, and users in a single SI.  Mark for Review 
(1) Points

True
False

Correct

My Oracle Support Introduction

(Answer all questions in this section)

7.  Your current role is important to consider when customizing your tab regions
as certain information like Service Requests may be important (and you want  Mark for Review 
that type of region easily visible at the top). (1) Points

True
False

Correct

8.  If you have more tab options than the space available in My Oracle Support,
they are located under the "More" tab.  Mark for Review 
(1) Points

True
False

Correct

9.  My Oracle Support has pre-set dashboard configuration options based on

role. For example, you can go to the "Customize" link and select "Hardware  Mark for Review 
User" to automatically add the regions to your dashboard associated with this (1) Points
user type.

True
False

Correct

10.  As a user of My Oracle Support, you want to get the most value from the
 Mark for Review 
 customizable dashboard layout. Which of the following responses is the (1) Points
recommended approach?

Ask your CUA to suggest a layout

Organize your dashboard to match your job role and product and
consider modifying your dashboard any time your role changes or you
have a new product interest
Do not customize what you see in the dashboard. When you first login to
My Oracle Support, you have access to all the recommended regions by
default
Add as many regions as you can to the dashboard to maximize what you
see when you login

Correct

11.  Several tabs in My Oracle Support offer the "Customize Page" option.
 Mark for Review 
(1) Points

True
False

Correct

12.  Why would you want to mark a Severity 1 SR as a favorite?

 Mark for Review 
(1) Points

To view it from the "Favorite SRs region" you can add to your dashboard
To enable the SR for requesting management attention
Easily access these SRs on your mobile device while away from your
desk

Correct

Knowledge Search and Browse

(Answer all questions in this section)

13.  Amy and Joe are searching for performance information in My Oracle
Support. When they compared results, Amy saw that Joe was getting a  Mark for Review 
longer list of search results. If Amy wants to increase the number of search (1) Points
suggestions for future searches, she can go to the Settings tab, Knowledge
Preferences and can UPDATE her current setting (Number of Search
Suggestions) from 5 to 10. She also would want to make sure this preference
is set to ON.
 True
False

Correct

14.  You will often see terms such as Search Helper or Search Assistant (or both
of these terms) in a title. What service are these features providing?  Mark for Review 
(1) Points

An option you can select under Knowledge Preferences

A search helper or search assistant is a guided path to a known solution
A new section in the Service Request process
Voice-activated help feature that you can turn on in My Oracle Support

Correct

15.  Tom is always looking to improve his productivity. He often searches in My

Oracle Support and spends time each week reviewing his search results. A  Mark for Review 
colleague recommended that he set up and use PowerViews to help filter and (1) Points
focus his information needs. What can Tom accomplish by creating a
PowerView?

He can replace the global search functionality by creating a PowerView

He can create a PowerView for a specific product, and turn it on when
needed to automatically filter Knowledge and other regions. He can also
create multiple PowerViews to display information that he needs for
different products.
He can automate information updates to his email as each PowerView
has the option to trigger an email when specified content is updated.
None of the above

Correct

16.  After performing a search, your results are displayed. What options are
available to further refine your search results?  Mark for Review 
(1) Points

You can select one or more knowledge collection types, add more words,
and select a product, version or platform
Turn off Search Term Suggestion in knowledge preferences
You can filter the results by clicking the down arrow next to the
knowledge source type.
Once the search has run, you would need to create a new one with more
filters.

Correct

17.  You want to maximize your search approach in My Oracle Support to make
 Mark for Review 
 sure you find relevant content quickly and easily. How many search terms (1) Points
should you use?

There is no exact number. You should enter a phrase (rather than a

single term). If you are looking to include a specific term (i.e., My Oracle
Support Training), use quotes around the full term you want included
Only use ONE search term to ensure you get all possible replies
More than 10 search terms is recommended
You should include 5 search terms for the best possible result

Correct

18.  During SR Creation flow, My Oracle Support will offer you suggested solutions
as you define your problem. You have the option to turn off these suggested  Mark for Review 
solution results (My Account, Knowledge Preferences), although it is a (1) Points
recommended best practice to leave the suggestions turned on.

True
False

Correct

Product Certifications
(Answer all questions in this section)

19.  What does the Certifications tab in My Oracle Support provide to the user?
 Mark for Review 
(1) Points

A quick way to log Service Requests related to Certification questions.

This tab is only available to you in My Oracle Support if you purchase a
special support contract. The average user does not have access.
Access to product certification information
None of the above

Correct

20.  The Support Information provided by the Certifications search does NOT
include Ongoing Support information related to availability of patches for  Mark for Review 
your product. (1) Points

True
False
 Correct

21.  What is the definition of a certification?

 Mark for Review 
(1) Points

A combination of Oracle and third-party products, operating systems, or

hardware that Oracle believes should work together
A combination of Oracle and third-party products, operating systems, or
hardware that Oracle has tested and should work together.
A testing matrix that Oracle provides via the Certifications tab that allows
you to compare combinations of Oracle and third-party products
None of the above

Correct

22.  You need to search for certification data to prepare for your team meeting.
However, you are NOT sure of the exact product name to use in the  Mark for Review 
Certifications tab. What is the recommended approach to find what you (1) Points
need?

Open a new technical Service Request with Oracle Support

You may be able to find your product by typing a portion of the name.
Try a few possible names for your product, including abbreviations. As
you type, you can select your desired product from the options
displayed. Many Oracle products are findable with aliases
Create a new discussion and ask the Certifications community
Check your SI to find out exactly how to input the product name
None of the above

Correct

23.  A product is certified for a SPECIFIC release of an operating system (OS) on

a particular hardware platform. For example, Oracle Database (11.2.0.3.0) on  Mark for Review 
Oracle Solaris 11 (SPARC) (1) Points

True
False

Correct

24.  Is there any reason to check the Certifications tab on a regular basis if your
company has NOT upgraded any of your products?  Mark for Review 
(1) Points

Yes, to check the support dates to understand when your products stop
being supported and track this information in your upgrade plan
 No, you would only check during an active upgrade planning cycle
No, there is no new information on the Certifications tab unless you
received a Hot Topics E-Mail
None of the above

Correct

Patches and Updates

(Answer all questions in this section)

25.  You can locate a patch in My Oracle Support from the "Patches & Updates"
tab using the Product or Family (Advanced) search. Input the product name  Mark for Review 
and use the filters to refine your search. (1) Points

True
False

Correct

26.  Your role recently changed and you now need to be able to download a
patch. You currently have "View Only" access for patches. What action should  Mark for Review 
you take? (1) Points

You can change this directly in My Account > Support Identifiers

Click "View" in the Administrators column under My Account and request
that your patch access be changed to Download. Be sure to provide a
detailed business justification
Create a non-technical service request and ask Oracle Support to make
this change

Correct

27.  Regardless of your specific Oracle products, the general process to download
patches in My Oracle Support is usually the same.  Mark for Review 
(1) Points

True
False

Correct

28.  What is a Patch Advisor?

 Mark for Review 
(1) Points
 A type of Lifecycle Advisor in My Oracle Support that co-locates patching
information in areas such as Upgrade Advisors and Patching &
Maintenance Advisors
The Patch Advisor is the Readme file included with all Patches that
provides specific install information
A tool that you can download that will analyze the patches on your
system to confirm you are on the latest patch set
A specific patch search in My Oracle Support that only focuses on patch
information

Correct

29.  The product name used by the patch system in My Oracle Support is the
same as the product name used for service requests or the Knowledge base.  Mark for Review 
Enter your target product name in the Product box and the selector will (1) Points
narrow down the choices to help you find the right product.

True
False

Correct

30.  What approach would you take to find out about Oracle recommended patch
sets for your product?  Mark for Review 
(1) Points

Add the Recommended Patch Sets region to your dashboard

Log a Service Request
Create a new discussion in the appropriate patching community and ask
your trusted network
Use the Product or Family (Advanced) Search, input your Product and
release of interest, check "Show recommended patches only" and click
Search

Correct
31. In the
accreditation  Mark for
series, we Review 
cover the (1) Points
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

32.  You heard about a new community and want to check it out. When you open
My Oracle Support Community, you only see a few options listed in the  Mark for Review 
SPACES YOU FOLLOW pane (left navigation). What do you need to do to (1) Points
locate a new community?

Ask your Customer User Administrator (CUA) to change your Community

access settings under My Account
From the navigation banner, click the Space List down arrow, locate a
space of interest (for example: Middleware MOSC) and then click on it to
view the associated sub-spaces
View the new communities created this week in the Spotlight Area.
Log a non-technical Service Request
None of the above

Correct

33.  Sally has a great idea to improve a product. From the home page of
Community, she clicks Create, Idea. When she attempts to locate the correct  Mark for Review 
Place (In a Place), her product area is not listed. What does this mean? (1) Points

Post this question in the Using My Oracle Support Community

This feature is not available and should not be displayed.
The space or sub-space you want to use has NOT enabled this feature.
Only spaces and sub-spaces that support IDEA CREATE are available for
selection
Open a non-technical Service Request, as this is a bug.
 Correct

34.  As an experienced user, you are familiar with spaces and sub-spaces in
Community. Is the following example correct? Oracle Database (MOSC) is a  Mark for Review 
top-level space and Database Networking (MOSC) is the sub-space you select (1) Points
to post a database networking question.

True
False

Correct

35.  If you have general questions about My Oracle Support and have not found
answers in the help menu or in the knowledge base, a best practice is to post  Mark for Review 
your question to Using My Oracle Support Community. (1) Points

True
False

Correct

36.  You recently created a new discussion in My Oracle Support Community.

When you go back to view it, you do not see it in the community where you  Mark for Review 
posted it. What is the best approach to locate your discussion? (1) Points

Your posting was likely deleted by a moderator because it was in the

wrong community. You should post it again.
Log a Service Request
View your profile and click Content and you will see all the questions you
have posted
Create a new discussion and ask the community if they know what
happened to your last discussion
None of the above

Correct

Best Practices for Hardware and Software

(Answer all questions in this section)

37.  The Oracle Toolbox we highlighted in the learning content is a catalog of

product-based and generic tools. It offers a single source to quickly start  Mark for Review 
building your diagnostics and health toolkit. (1) Points

True
 False

Correct

38.  Which of the following responses is the best definition of Oracle ORAchk and
Oracle EXAchk?  Mark for Review 
(1) Points

The combination of Oracle ORAchk and Oracle EXAchk delivers a

lightweight and non-intrusive health check framework for the Oracle
stack of software and hardware components.
This tool automatically opens a Service Request in the event of a specific
hardware fault
Self-extracting installer bundle

Correct

39.  Some of the benefits of leveraging ORAchk in your business include risk
reduction, automated proactive warnings, ability to run it in your  Mark for Review 
environment, and reports via email. (1) Points

True
False

Correct

40.  EXAchk supports all supported hardware types, operating systems, firmware
versions, and Oracle versions for specific Oracle engineered systems.  Mark for Review 
(1) Points

True
False

Correct

41.  Oracle Auto Service Request (ASR) is a new service you can register for in
order to have all your SRs automatically created for you.  Mark for Review 
(1) Points

True
False

Incorrect

42.  Based on what we covered in the learning content, why should you make the
Oracle Toolbox a favorite for your personalized toolkit? What is the direct  Mark for Review 
benefit to you? (1) Points
 You will have access to diagnostic tools only available through this
resource
This allows you to easily download the Oracle Toolbox to your desktop
Making it a favorite will automatically download any of the tools if they
are updated with newer versions
You can easily find this resource again to review and access the
suggested diagnostic tools for generic and product-specific use

Correct

Create and Manage Service Requests

(Answer all questions in this section)

43.  If you have "Create and Update" privilege, you can log a new SR in My Oracle
Support by selecting "Create Technical SR" on the Service Requests tab.  Mark for Review 
(1) Points

True
False

Correct

44.  When should Severity 1 be selected for your Service Request?

 Mark for Review 
(1) Points

When you are considering requesting management attention to your

issue
When your testing system is down
When you want immediate attention to your Service Request
When your business has a complete loss of service due to an issue on
your Oracle System, Software, or Application

Correct

45.  The following is a common problem when trying to log a Service Request:
you do not have the correct access level in My Oracle Support and/or correct  Mark for Review 
Support Identifier approved and associated with your account. (1) Points

True
False

Correct
 46.  Your company would like to enable full SR details in email after confirming it
aligns with your corporate policy. What are the steps to enable?  Mark for Review 
(1) Points

Your CUA must log a non-technical service request and ask Oracle to
enable the feature in My Oracle Support
There is no option to view full SR details through an email notification
Your CUA enables this feature and it is automatically activated for your
SIs
Your CUA enables this feature and then you see "SR Details" under
Support Identifiers and can select this option for your SIs

Correct

47.  Requesting Management Attention is about bringing the right resources to

your SR, highlighting critical milestones, improving the communication  Mark for Review 
process, and creating an action plan to resolve your issue. (1) Points

True
False

Correct

48.  A recommended best practice is to validate your access levels in My Oracle

Support BEFORE you create a service request. Where can you validate your  Mark for Review 
access? (1) Points

Ask your CUA

Attempt to open a new SR and see if you can submit
My Account, Support Identifiers. Check for SR "Create and Update" in the
Service Requests column
My Account, View Users. Look up your name and see your current access
levels

Correct

Mobile My Oracle Support

(Answer all questions in this section)

49.  You are able to CREATE a new Service Request using the Mobile My Oracle
Support interface  Mark for Review 
(1) Points

True
 False

Correct

50.  The Customer User Administrator (CUA) for your organization is able to utilize
Mobile My Oracle Support to REVIEW access requests with just a smart  Mark for Review 
phone and Internet access. (1) Points

True
False

Correct

51.  You receive a Tweet from Oracle while you are in a meeting. There is some
interesting information about one of your products. You can quickly log into  Mark for Review 
Mobile My Oracle Support and search the knowledge base to get more details (1) Points
to share with your colleagues during the meeting.

True
False

Correct

52.  The Mobile My Oracle Support application is only available to Users with the
Customer User Administrator (CUA) role  Mark for Review 
(1) Points

True
False

Correct

53.  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  Mark for Review 
requests for access to My Oracle Support. Unfortunately, you will not be able (1) Points
to approve any requests through the mobile application as it ONLY allows you
to search the knowledge base.

True
False

Correct

54.  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  Mark for Review 
when you are at your desk. You will not waste time trying to find them again (1) Points
 when you go back to the My Oracle Support portal.

True
False

Correct

Oracle Support Policies

(Answer all questions in this section)

55.  You want to see a Support Benefits comparison table to understand what is
covered in Premier, Extended, and Sustaining Support. What is the  Mark for Review 
recommended approach to access the table and complete your review? (1) Points

Post a question to the Using My Oracle Support Community

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

Correct

56.  What are the recommended ways to locate content about the End Date of
support for a product? Select all that apply.  Mark for Review 
(1) Points

(Choose all correct answers)

Use the Certifications tab and review the support-specific content

Call your Oracle Sales or Account Representative
Access oracle.com and locate the technical and lifetime policies under the
Support tab
Log a Service Request and request information about support dates

Correct

57.  What is the BEST method to stay informed about the latest information on
Oracle Technical Support policies?  Mark for Review 
(1) Points

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

Correct

58.  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  Mark for Review 
passed). (1) Points

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

59.  The Lifetime Support Stages for your Oracle Products are: Premier Support,
Extended Support, and Sustaining Support.  Mark for Review 
(1) Points

True
False

Correct

60.  For some product and release combinations on the Certifications tab, you
may be able to view Ongoing Support information related to availability of  Mark for Review 
patches for that combination. (1) Points

True
False

Correct