ODA Assessment
ODA Assessment
ODA Assessment
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
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
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
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
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
True
False
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)
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
Incorrect
Product Certifications
(Answer all questions in this section)
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?
Correct
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
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
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
Incorrect
29. What approach would you take to find out about Oracle recommended patch
sets for your product? Mark for Review
(1) Points
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?
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
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
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
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
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
Incorrect
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
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
True
False
Correct
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
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
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
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
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
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
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
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
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
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
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
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
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?
Correct
11. Several tabs in My Oracle Support offer the "Customize Page" option.
Mark for Review
(1) Points
True
False
Correct
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
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
Correct
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?
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
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
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?
Correct
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
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
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
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
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?
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
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
Correct
True
False
Correct
38. Which of the following responses is the best definition of Oracle ORAchk and
Oracle EXAchk? Mark for Review
(1) Points
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
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
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
True
False
Correct
Correct
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
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
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
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
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