Oracle Exam Guide

51.

The Customer User Administrator for my organization is able to utilize Mobile My Oracle Support to review access requests with just a smart phone and Internet access.

Mark for Review

(1) Points

True

False

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 threads 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

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 requests for access to My Oracle Support. Unfortunately, you will not be able to approve any requests through the mobile application as it

only allows you to search the knowledge base.

Mark for Review

(1) Points

True

False

54. How do you access Mobile My Oracle Support? Mark for Review

(1) Points

You open a Service Request and ask for special privileges

There is a button on My Oracle Support homepage

that allows you to jump to the mobile application

You access it from http://support.oracle.mobi

You have to download the app from the primary portal and load it to your smart phone

55. 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 Mobile My Oracle Support and search the knowledge base to get more details to share with your colleagues during the meeting.

Mark for Review

(1) Points

True

False

46.

The main way that users with 'Create and Update' privilege log Service Requests

in My Oracle Support is by selecting 'Create SR' on the Service Requests tab

Mark for Review

(1) Points

True

False

47. If you select Severity 1 for your issue, you will need to provide a management contact in the workflow, and your identified manager will be contacted by Oracle Support

Mark for Review

(1) Points

True

False

48. The following is a common problem that Users encounter when trying to log a Service Request: they do not have the correct access level in My Oracle Support and/or do not have the correct Support Identifier approved and associated with their account

Mark for Review

(1) Points

True

False

49. Which of the following is NOT an acceptable way to send data to Oracle? Mark for Review

(1) Points

Upload the relevant files when creating the SR

Upload files to Oracle using sftp with SR number as part of the file name

Upload Hardware related files using supportfiles.oracle.com

Send an email to Support Engineer's personal email address with support data

50. When should Severity 1 be selected? Mark for Review

(1) Points

To get immediate attention to your Service Request

When your business has stopped functioning due to an issue on your Oracle System, Software, or Application

When your testing system is down

Only when you have requested an Escalation of the issue

All of the above

Using Support Best Practices for Hardware & Software

(Answer all questions in this section)

41.

How can collected data help you when you create a Fully Qualified

Service Request? Mark for Review

(1) Points

You can view configuration changes by comparing system

configuration between two points. This data is valuable to answer

the question "has anything changed on your system" as it relates to

the presenting problem

It identifies upcoming configuration changes that you can share with

the Support Engineer

There is no specific impact from this type of data collection. It is just

information to help you with planning

It provides details on the last 5 service requests you logged in case

you want to review them

42.

What is the best definition of a Fully Qualified Service Request? Mark for Review

(1) Points

A Service Request that has all the information included in the fields

as well as appropriate diagnostic output attached so that the Oracle

Support Engineer can immediately get started

Only Service Requests created by ASR are considered fully qualified

A Service Request logged by your CUA

A Service Request that provides just a few facts to get Oracle

Support engaged

A Service Request must have attached log files to be Fully Qualified

43.

If a customer or partner has a Hardware Support Identifier (SI), what

permissions do general My Oracle Support Users need to view Assets in

My Oracle Support?

Mark for Review

(1) Points

SR Create & Update

None. It is available to all users

CUA Access level

Asset-View access level

Create and Manage Service Requests


44.

Which of the following is the best example of a Service Request Problem

Summary? Mark for Review

(1) Points

System not working

MySql - using JDBC eWay is experiencing a connection problem -

ClassName not found

Blue screen

Application is slow

45.

You are in the process of logging a new Service Request. During Step 2

(Solutions), you see a solution that does resolve your issue. What should

you do next?

Mark for Review

(1) Points

Continue logging the Service Request and make a note to review the

solutions at a later time

Turn off the option to view suggested solutions to speed up your

process to create a new SR

Exit the Service Request process and do not log this Service Request

(Click Cancel and OK)

None of the above

My Oracle Support Community


36.

Which of the following attributes describe the value of My Oracle

Support Community? Mark for Review

(1) Points

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

community at a convenient time in your work day and leverage the

shared experience of peers and subject-matter experts.

Each community is staffed with a special set of Oracle support

engineers who engage exclusively with online questions

Using communities allows you to bypass the standard Service

Request creation process in My Oracle Support and fast-track your

issues

None of the above

37.

In what subspaces can you post a Blog or Idea? Mark for Review

(1) Points

No spaces or subspaces

Any spaces or subspaces

This feature is not an option in My Oracle Support Community

Only the subspaces that have the "Activity" Blog or Idea available

Using Support Best Practices for Hardware & Software


38.

Oracle Enterprise Manager Harvest Job is a collection tool that gathers

information about your Oracle set-ups, configuration, and OS. You can

automate this information transfer with Oracle

Mark for Review

(1) Points

True

False

39.

From a hardware perspective, what are the benefits of downloading

Oracle Services Tools Bundle and enabling Auto Service Request (ASR)? Mark for Review

(1) Points

Prevent known issues

Automatically log Service Requests

Create a fully qualified Service Request

All of the above

None of the above

40.

You have a planned outage window at the end of the quarter. You can

access features available in My Oracle Support that will enable you to

make decisions about which patches to install

Mark for Review

(1) Points

True

False

My Oracle Support Community


31.

My email is overflowing with notifications from My Oracle Support

Community. What options do I have to address this problem? Mark for Review

(1) Points

I can adjust my preferences and turn off email

I can go to Activities, view my content streams and then edit each

stream by turning email on or off as needed.

I can check the spaces I am following to ensure I am not following

top level spaces such as My Oracle Support (which pushes changes

from EVERY community into my in box).

All of the above

32.

What is the recommended way to post a discussion in the Community? Mark for Review

(1) Points

Navigate to the subspace first. Then, type your question in the ASK

IT box at the top and the Create a Discussion process is triggered.

Use the create discussion option from the banner, enter your

question and post it to the Using My Oracle Support Community

Navigate to the subspace. From Activity, click on start a discussion.

Any of the above

None of the above

33.

The same Oracle Support Engineers that resolve technical Service

Requests also participate in My Oracle Support Community to share their

knowledge and expertise as part of this trusted community.

Mark for Review

(1) Points

True

False

34.

How can you view Subspaces you are following? Mark for Review

(1) Points

My profile > More > Places

In the region "Spaces I am following"

In Activity > Content Streams, I can view places that I am following

All of the above

35.

When should you mark an answer Correct? Mark for Review

(1) Points

You can't mark answers correct

When the answer is the answer you expect to see

Don't mark answers correct until you see what other users have to

say

When the answer is technically correct, even if you do not agree

with what is being recommended

Patches and Updates


26.

I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What

is the most correct method to do this? Mark for Review

(1) Points

Select Patches and Updates Tab > Patch Plan > select my

configuration > select the release 9.1 > Select Analysis > download

the patches after I read any message displayed.

Log a Service Request with Oracle Support and ask for the Support

Engineer to send me the required patches.

Select Patches and Updates Tab > Quick Links JD Edwards > search

for JD Edwards EnterpriseOne > Release is 9.1, agree to license and

select search

Select Patches and Updates Tab > Advanced Search > Search for JD

Edwards EnterpriseOne > Release is 9.1 and select search

27.

I can use Patch Plans and Upgrade Plans without having Oracle

Configuration Manager installed. Mark for Review

(1) Points

True

False

28.

What products can use patch plans? Identify an answer within My Oracle

Support with the best description. Mark for Review

(1) Points

Only products which have collector installed and configuration is

being sent to Oracle

All Oracle Products

Database, Fusion Middleware, and Enterprise Manager

You set this preference in My Account to identify patch plans you

want to use

Database, Fusion Applications, Fusion Middleware and Cloud

29.

What are the best ways to download a patch? Please select all answers

that apply. Mark for Review

(1) Points

(Choose all correct answers)

From My Patch Search Results > click patch number > Download

Search the knowledge base for an article on patching for your

product and click the download links

A user cannot directly download a patch from this site

Open a Service Request to ask Oracle Support to download the

patch from this site

From my Patch Search Results > mouse-over the line (not patch

number) and select the download option

30.

Regardless of your specific Oracle products, the general process to

download patches in My Oracle Support is the same Mark for Review

(1) Points

True

False

Product Certifications


21.

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

22.

I am not sure of the exact product name to use in the Certifications tab.

What is the best approach? Mark for Review

(1) Points

Locate the product name glossary on the Knowledge tab

You should be able to find your product by typing a portion of the

name. The Certifications search is equipped with aliases that will

suggest product options to you

Create a new thread and ask the Certifications community

Check your SI to find out exactly how to input the product name

None of the above

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 Oracle Solaris 11 (SPARC)

Mark for Review

(1) Points

True

False

24.

What is the definition of a certification? Mark for Review

(1) Points

A testing matrix that Oracle provides via the Certifications tab that

allows you to compare combinations of Oracle and third-party

products

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 combination of Oracle and third-party products that Oracle has

tested and should work together.

Patches and Updates


25.

You have a question about the patch you are downloading. Which is the

best option from the following choices? Mark for Review

(1) Points

Log into My Oracle Support Community, locate your product and

post your question

Call Oracle Support and ask a Support Engineer

Locate the patch via search on the Patches & Updates page > select

the patch number to view the patch details > select Start a

discussion or reply to discussion based on what is available

Submit a Service Request with your question as the summary

Knowledge Search and Browse


16.

Any time you type a search into the Global Search bar (on any tab), the

results are provided on the Knowledge tab Mark for Review

(1) Points

True

False

17.

What is the best way to find content in My Oracle Support based on

product? Mark for Review

(1) Points

Use the 'Search & Browse' feature on the Knowledge tab and

product-based information centers

Check the Certifications tab

Global Search bar

Post a thread in My Oracle Support Community

18.

A common problem that Users experience in My Oracle Support when

searching: User enters a key word in the Global Search box and views

the results. User cannot find the desired information due to the large

volume of content returned with this approach.

Mark for Review

(1) Points

True

False

19.

Why would I want to review and update my current settings for

Knowledge Preferences (Settings tab, My Account)? Mark for Review

(1) Points

Allows you to provide feedback to My Oracle Support on ways to

improve the quality and content of the knowledge base

You can update your knowledge widgets to customize your

dashboard

You can make specific choices to customize your search experience

with options like number of search suggestions and solutions during

SR creation

All of the above

None of the above

Product Certifications


20.

Is there any reason to check the Certifications tab on a regular basis if

my company has NOT upgraded any of our products? Select the most

correct answer(s).

Mark for Review

(1) Points


Yes, to check the support dates to understand when products stop

being supported

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

Yes, because you can pick the releases you are currently running

and the Certifications tab will list out the patch levels (if required)

My Oracle Support Introduction


11.

You have a Hardware SI and your dashboard is NOT showing the Assets

widget. What is the first step you should take to resolve this issue? Mark for Review

(1) Points

Click the Contact Us link in My Oracle Support and ask for help

Contact an Oracle colleague and ask for advice

Go to your My Account page and confirm if you have access to View

Assets for the designated SI. If your Assets column says 'No Access',

you will not be able to add the Assets widget

Select 'Customize Page' on the My Oracle Support home page and

make sure the Asset widget is displayed on your dashboard

None of the above

12.

My Oracle Support has pre-set dashboard configuration options based

on role. For example, I can go to the Customize link and select

"Hardware User" to automatically add the widgets to my dashboard

associated with this user type

Mark for Review

(1) Points

True

False

13.

The number of tabs you see in My Oracle Support depends on the

Support Identifiers associated with your account. Mark for Review

(1) Points

True

False

Knowledge Search and Browse


14.

PowerView is a type of search that you can use in place of Global Search Mark for Review

(1) Points

True

False

15.

You are looking to install the Oracle E-Business Suite (EBS) product

range. How would you find one document that outlines everything you

need to know?

Mark for Review

(1) Points

Post a question in the EBS Community asking where you can find a

document with everything you need to know about EBS

Read the documentation on

http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.htm

Log a Service Request and ask for Oracle Support to send you the

information

On the knowledge Base widget in My Oracle Support, enter Oracle

E-Business Suite on the Search & Browse tab to access the

information center (and view all the available content in one

location)

Search in the Global Search box with the term 'EBS'

Customer User Administrator and Support Identifiers


6. 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

My Oracle Support Introduction


7. As a user of My Oracle Support, you want to get the most value from the

customizable dashboard layout. Which of the following are best

practices to customize your layout and make it work for you? Select all

that apply.

Mark for Review

(1) Points


Add as many widgets as you can to the dashboard to maximize what

you see when you login

Do not customize what you see in the dashboard. When you first

login to My Oracle Support, you have access to all the

recommended widgets by default

Ask your CUA to suggest a layout

Reduce wasted time and frustration by organizing your dashboard

to match your job role and product

Consider modifying your dashboard any time your role changes or

you have a new product interest

8. You would like to locate content about what changed in the LATEST My

Oracle Support release. Which of the following statements best

describes the steps you would follow?

Mark for Review

(1) Points

Post a question in the Using My Oracle Support Community asking

what changes have been made in the last release

Access the My Oracle Support Resource Center and view the

Release Notes

Search for 'Release Notes' in the Global Search and go through the

different results.

Call Oracle and log a Service Request to ask what changes have been

made.

9. As a customer, you want to stay informed about ALL UPDATES to content

related to My Oracle Support. Which of the following options is the best

approach?

Mark for Review

(1) Points

Follow @myoraclesupport on Twitter

Log a non-technical support Service Request and have the Oracle

Support team tell you what is new

View the User Resource Center on your dashboard to see the latest

content (mark it as a favorite)

Subscribe to Hot Topics E-Mail: From Selected Products, click Add

and search for My Oracle Support, select "Knowledge Articles" and

Apply your changes.

None of the above

10.

My CUA is my first point of contact for any access issues I experience

with My Oracle Support Mark for Review

(1) Points

True

False

Customer User Administrator and Support Identifiers


1.

It is an Oracle recommended best practice to have multiple CUAs for each Support Identifier (although you are allowed to select only one per SI). Mark for Review

(1) Points

True

False

2.

How would the Customer User Administrator (CUA) turn on the Service Request Details in the email option for a Support Identifier? Mark for Review

(1) Points

Administration > Support Identifiers > Service Request Details in Email

Personalization > Service Request Details in Email Turn On

The CUA can do both 1 and 2

It is a two-step process: The CUA can only address the Administration action and the User has to complete the Personalization action

None of the above

3.

A Support Identifier (SI) is a numeric value that is assigned when purchasing Hardware or Software from Oracle. Mark for Review

(1) Points

True

False

4.

The Customer User Administrator (CUA) manages access levels for other CUAs (who share the same Support Identifier). Mark for Review

(1) Points

True

False

5.

Who approves End Users and sets their access levels for My Oracle Support? Mark for Review

(1) Points

Oracle Support

Your Organization

Your Customer User Administrator

None of the above

You do not need approval for access

Documents

Oracle Exam Guide