Oracle help Desk Exam

8/18/2019 Oracle help Desk Exam

1/40

Yanıtlarınızı, geribildiriminizi ve sorulardan aldığınız notları aşağıda inceleyebilirsiniz. Yıldız (*) doğru yanıtı gösterir.

Top o !orm

T"is #$%&uestion assessment test is one o t"e 'nal components o t"is elp es +u

6y racle +upport 7ntroduction

(8u böl9mdei t9m soruları yanıtlayın)

:. You -ould lie to locate content about -"atc"anged in t"e 5;T

4ör9ş 8ildirme ?zere

@şaretle(:) /uan

all racle and log a +ervice Ae&uest to as-"at c"anges "ave been made.

;ccess B6y racle +upport Aesource enterBand vie- t"e Aelease Cotes (*)

/ost a &uestion in t"e BDsing 6y racle +upportommunityB asing -"at c"anges "ave beenmade in t"e last release

+earc" or BAelease CotesB in t"e 4lobal +earc"and go t"roug" t"e diEerent results.

orrect

F. 6y D; is my 'rst point o contact or any accessissues 7 e3perience -it" 6y racle +upport 4ör9ş 8ildirme ?zere

@şaretle(:) /uan

1454274956527 0 Y Y 1444921238


2/40

oğru (*)

Yanlış

orrect

G. You "ave a ard-are +7 and your das"board is CTs"o-ing t"e ;ssets -idget. ="at is t"e 'rst stepyou s"ould tae to resolve t"is issue>


@şaretle(:) /uan

+elect t"e Hontact DsH lin in 6y racle+upport and as or "elp

ontact an racle colleague and as or advice

4o to your H6y ;ccountH page and con'rm iyou "ave access to Iie- ;ssets or t"edesignated +7. 7 your ;ssets column says BCo;ccessB, you -ill not be able to add t"e ;ssets-idget (*)

+elect Bustomize /ageB on t"e 6y racle

+upport "ome page and mae sure t"e ;sset-idget is displayed on your das"board

Cone o t"e above

orrect

J

.

;s a user o 6y racle +upport, you -ant to get t"e

most value rom t"e customizable das"boardlayout. ="ic" o t"e ollo-ing are best practices tocustomize your layout and mae it -or or you>+elect all t"at apply.


@şaretle(:) /uan

(T9m doğru yanıtları seKin)


3/40

onsider modiying your das"board any timeyour role c"anges or you "ave a ne- productinterest (*)

;dd as many -idgets as you can to t"edas"board to ma3imize -"at you see -"en youlogin

o not customize -"at you see in t"edas"board. ="en you 'rst login to 6y racle+upport, you "ave access to all t"erecommended -idgets by deault

;s your D; to suggest a layout

Aeduce -asted time and rustration by

organizing your das"board to matc" your Lobrole and product (*)

orrect

M.

6y racle +upport "as pre%set das"boardcon'guration options based on role. !or e3ample, 7can go to t"e ustomize lin and select Hard-areDserH to automatically add t"e -idgets to my

das"board associated -it" t"is user type


@şaretle

(:) /uan

oğru

Yanlış (*)

orrect

8ottom o !orm;s acustomer,you -ant tostay inormedabout ;55D/;T


4/40

contentrelated to 6yracle+upport.="ic" o t"e

ollo-ingoptions is t"ebestapproac">

!ollo-Nmyoraclesupport on

T-itter

5og a non%

tec"nicalsupport+erviceAe&uest and"ave t"eracle+upport teamtell you -"atis ne-

Iie- t"e DserAesourceenter onyourdas"board tosee t"e latestcontent(mar it as aavorite) (*)

+ubscribe toot Topics


5/40

;rticlesH and;pply yourc"anges.

Cone o t"eabove

orrect

P. T"e number otabs you see in6y racle+upport dependson t"e +upport7denti'ers

associated -it"your account.


@şaretle(:) /uan

oğru (*)

Yanlış

orrect

Ono-ledge +earc" and 8ro-se


$. ="at is a +earc"

elper>


@şaretle(:) /uan

Ioice%activated


6/40

"elp eaturet"at you canturn on in 6yracle+upport

; ne- sectionin t"e +erviceAe&uestprocess

;n option youcan selectunderOno-ledge/reerences

+ome

products"ave createdsearc""elpers -"ic"allo- you toidentiy-"ere aproduct issueis occurringand t"enrecommend

documentsbased onyourselection (*)

orrect

Q. uring t"e step%by%step Ro-, 6y

racle +upport-ill oEer yousuggestedsolutions as youde'ne yourproblem. You"ave t"e option


@şaretle(:) /uan


7/40

to Bturn oEB t"esesuggestedsolution results-"en you createa +ervice

Ae&uest.

oğru (*)

Yanlış

orrect

:1. ="at is t"e best-ay to 'ndcontent in 6yracle +upportbased onproduct>


@şaretle(:) /uan

4lobal +earc"bar

/ost a t"readin 6y racle+upportommunity

Dse t"eB+earc" S8ro-seBeature ont"eOno-ledge

tab andproduct%basedinormationcenters (*)

"ec t"eerti'cations


8/40

tab

orrect

.="at is a

+earc"elper>

4ör9ş 8ildirme ?zere @şaretle

(:) /uan

Ioice%activated "elp eature t"at you can turn on in6y racle +upport; ne- section in t"e +ervice Ae&uest process

;n option you can select under Ono-ledge/reerences+ome products "ave created searc" "elpers -"ic"allo- you to identiy -"ere a product issue isoccurring and t"en recommend documents based onyour selection (*)

orrect

9. uring t"e step%by%step Ro-, 6y racle +upport -ill oEeryou suggested solutions as you de'ne your problem. You"ave t"e option to Bturn oEB t"ese suggested solutionresults -"en you create a +ervice Ae&uest.


@şaretle (:) /uan

oğru (*)

Yanlış

orrect

10. ="at is t"e best -ay to 'nd content in 6y racle +upportbased on product>


@şaretle

(:) /uan

4lobal +earc" bar

/ost a t"read in 6y racle +upport ommunity

Dse t"e B+earc" S 8ro-seB eature on t"e Ono-ledgetab and product%based inormation centers (*)"ec t"e erti'cations tab

orrect

::.

="at is;dvanced+earc">


(:) /uan


9/40

; type o /o-erIie- 'lter t"at youcan set

;not"er name or t"e 4lobal +earc"region

;dvanced +earc" allo-s you to re'nea number o variables to signi'cantlyimprove your results. +earc" on -ordsor p"rases using an H;CB in t"esearc" &uery and identiy t"e sources.(*)

7t reers to t"e Ae'ne +earc" -indo-on t"e Ono-ledge tab

orrect

:F. ; common problem t"at Dsers e3periencein 6y racle +upport -"en searc"ingDser enters a ey -ord in t"e 4lobal+earc" bo3 and vie-s t"e results. Dsercannot 'nd t"e rig"t inormation due tot"e large volume o content returned -it"t"is approac".


@şaretle(:) /uan

oğru (*)

Yanlış

orrect

:G. ="y -ould 7 -ant to revie- and updatemy current settings or Ono-ledge/reerences (+ettings tab, 6y ;ccount)>


@şaretle(:) /uan

;llo-s you to provide eedbac to 6yracle +upport on -ays to improvet"e &uality and content o t"e


10/40

no-ledge base

You can update your no-ledge-idgets to customize your das"board

You can mae speci'c c"oices to

customize your searc" e3perience-it" options lie number o searc"suggestions and deault searc" source(*)

;ll o t"e above

Cone o t"e above

orrect

/roduct erti'cations


:J. T"e erti'cations tab in 6y racle

+upport is able to directly ans-er all oyour certi'cation &uestions in a singlelocation.


@şaretle(:) /uan

oğru

Yanlış (*)

orrect

:M. ="at is t"e de'nition o a certi'cation> 4ör9ş 8ildirme ?zere

@şaretle


11/40

(:) /uan

; combination o racle and t"ird%party products, operating systems, or

"ard-are t"at racle believes s"ould-or toget"er

; testing matri3 t"at racle providesvia t"e erti'cations tab t"at allo-syou to compare combinations oracle and t"ird%party products

; combination o racle and t"ird%party products t"at racle "as testedand s"ould -or toget"er.

; combination o racle and t"ird%

party products, operating systems, or"ard-are t"at racle "as tested ands"ould -or toget"er. (*)

orrect

:#.

7 am not sure ot"e e3actproduct nameto use in t"eerti'cationstab. ="at is t"ebest approac">


(:) /uan

5ocate t"e product name glossaryon t"e Ono-ledge tab

You s"ould be able to 'nd yourproduct by typing a portion o t"ename. T"e erti'cations searc" ise&uipped -it" aliases t"at -ill

suggest product options to you (*)reate a ne- t"read and as t"eerti'cations community

"ec your +7 to 'nd out e3actly"o- to input t"e product name

Cone o t"e above


12/40

orrect

:P. ; product is certi'ed or a speci'c

release o an operating system (+) ona particular "ard-are platorm. !ore3ample, racle atabase (::.F.1.G.1)on racle +olaris :: (+/;A)


@şaretle(:) /uan

oğru (*)

Yanlış

orrect

:$. ="at does t"e erti'cations tab in 6yracle +upport provide to t"e user>


@şaretle(:) /uan

; &uic -ay to log +erviceAe&uests related to erti'cation&uestions.

T"is tab is only available to you in6y racle +upport i you purc"asea special support contract. T"eaverage user does not "aveaccess.

;ccess to product certi'cationinormation (*)

Cone o t"e above

orrect


13/40

/atc"es and Dpdates


:Q. ="at is a /atc" ;dvisor> 4ör9ş 8ildirme ?zere

@şaretle(:) /uan

; type o 5iecycle ;dvisor in 6yracle +upport t"at co%locates

patc"ing inormation in areas suc"as Dpgrade ;dvisors and /atc"ingS 6aintenance ;dvisors (*)

T"e /atc" ;dvisor is t"e Aeadme'le included -it" all /atc"es t"atprovide speci'c install inormation

; speci'c patc" searc" in 6yracle +upport t"at only ocuseson patc" inormation

; tool t"at you can do-nload t"at

-ill analyze t"e patc"es on yoursystem to con'rm you are on t"elatest patc" set

Cone o t"e above

orrect

F1. 7 can use /atc" /lans and Dpgrade/lans -it"out "aving racleon'guration 6anager installed.


@şaretle(:) /uan

oğru


14/40

Yanlış (*)

orrect

F:.

Aegardless oyour speci'cracleproducts, t"egeneralprocess todo-nloadpatc"es in 6yracle+upport is t"esame


(:) /uan

oğru (*)

Yanlış

orrect

FF. 7 am looing to do-nload t"e U


15/40

+elect /atc"es and Dpdates Tab 0;dvanced +earc" 0 +earc" or U


16/40

Dse t"e /atc" +earc" region on/atc"es S Dpdates tab, /roduct or!amily (;dvanced) searc". +electrelease and type (/atc"set) andsearc". +ort patc"es based on date

to see t"e latest displayed 'rst5og a +ervice Ae&uest

orrect

6y racle +upport ommunity(8u böl9mdei t9m soruları yanıtlayın)

FM. You -ant to post a &uestion to a 6yracle +upport ommunityW "o-ever,you cannot see t"e community you areinterested in -"en you launc" 6y racle+upport ommunity and vie- t"e mainpage. o- do you resolve t"is>


@şaretle(:) /uan

/ost your &uestion in t"e BDsing 6yracle +upportB community

5og a tec"nical +upport Ae&uest orassistance

;s your ustomer Dser;dministrator to grant you access tot"e community in &uestion and it -illappear t"e ne3t time you log in


17/40

F#. You "eardabout ane-communityand -ant

to c"ec itout. ="enyou open6y racle+upportommunity, you onlysee a e-optionslisted int"e B!ind aommunityB pane ont"e letnavigation.="at doyou needto do toaccess t"ecompletelist oavailablecommunities>


(:) /uan

;s your ustomer Dser;dministrator (D;) to c"ange yourommunity access settings under6y ;ccount

="at you see is being 'ltered byyour subscriptions. lic t"eB+ubscriptions nB button on t"e

menu bar to turn oE subscriptions(remove content 'lters -it"inommunities). You s"ouldimmediately see t"e list o optionsappear. (*)

4o bac into t"e 6y racle +upportdas"board and select 6y racle


18/40

+upport ommunity again to reres"t"e vie-.

5og a non%tec"nical +ervice Ae&uest

Cone o t"e above

orrect

FP. ="at is a typical conse&uence oposting a product%speci'c &uestion intot"e BDsing 6y racle +upportBommunity>


@şaretle(:) /uan

; moderator or t"e community -illdirectly email you to re&uest t"atyou remove t"is &uestion

T"e &uestion -ill trigger anautomatic email t"at alerts you toas t"e &uestion in a diEerentcommunity

T"e moderator or t"e community

-ill see t"at t"e &uestion is not int"e rig"t community and -illattempt to 'nd t"e rig"t communityor your &uestion. T"is impacts t"etime to resolution o your &uestion(*)

Cone o t"e above

orrect

F$. T"e same racle +upport


19/40

community.

oğru (*)

Yanlış

orrect

FQ. ="ic" o t"e ollo-ing attributesdescribe t"e value o 6y racle +upportommunity>


@şaretle

(:) /uan

;vailable to users P3FJ3G#M. Youcan al-ays engage in t"e globalcommunity at a convenient time inyour -or day


20/40

G1. 7 you "ave general &uestions about 6yracle +upport and "ave not oundans-ers in t"e "elp menu or in t"eno-ledge base, a best practice is topost your &uestion to BDsing 6y racle

+upportB ommunity.


@şaretle(:) /uan

oğru (*)

Yanlış

orrect

G:.

You recentlycreated a ne-posting in 6yracle +upportommunity.="en you gobac to vie- it,you do not seeit in t"ecommunity-"ere yout"oug"t you"ad posted it.="at can youdo to locateyour posting>


(:) /uan

Your posting -as liely deleted by amoderator because it -as in t"e-rong community and t"eyre&uently monitor

5og a +ervice Ae&uest

You can loo on t"e iscussions tab(6y iscussions) -it"in 6y racle+upport ommunity (*)

You can post anot"er ne- t"read andas t"e community i t"ey no- -"at


21/40

"appened to your last posting

Cone o t"e above

orrect

Dsing +upport 8est /ractices or ard-are S +ot-are


GF. racle


@şaretle(:) /uan

/revent no-n issues

;utomatically log +ervice Ae&uests

reate a ully &uali'ed +erviceAe&uest


22/40

;ll o t"e above (*)

Cone o t"e above

orrect

GJ. T"e output o racle on'guration6anager (6) -ill list out t"e re&uired'rm-are or your racle +ystemsproducts


@şaretle(:) /uan

oğru

Yanlış (*)

orrect

GM. o- can collected data "elp you -"enyou create a !ully Vuali'ed +ervice

Ae&uest>


@şaretle(:) /uan

7t identi'es upcoming con'gurationc"anges t"at you can s"are -it" t"e+upport


23/40

7t provides details on t"e last Mservice re&uests you logged in caseyou -ant to revie- t"em

orrectG#.

7 a customeror partner "asa ard-are+upport7denti'er (+7),-"atpermissions dogeneral 6yracle +upportDsers need to

vie- ;ssets in6y racle+upport>


(:) /uan

D; ;ccess level

;sset%Iie- access level (*)

+A reate S Dpdate

Cone, it is available to all users

orrect

GP. ="at is t"e best de'nition o a !ullyVuali'ed +ervice Ae&uest>


@şaretle(:) /uan

; +ervice Ae&uest t"at "as all t"einormation included in t"e 'elds as-ell as appropriate diagnosticoutput attac"ed so t"at t"e racle


24/40

+upport


25/40

s"ould you do> (:) /uan

lic on Blose +AB and providedetailed comment (Dpdate etail)

on t"e solution you ound to "elp usimprove our no-ledge base (*)

Uust close t"e +A -it" no urt"erupdates

all t"e +upport


26/40

to senddata toracle.+elect allt"at apply.

(:) /uan


Dpload t"e relevant 'les -"en creatingt"e +A (*)

Dpload 'les to racle using stp -it" +Anumber as part o t"e 'le name (*)

Dpload ard-are related 'les using

support'les.oracle.com (*)+end an email to +upport


27/40

JG. You are in t"e process o logging a ne-+ervice Ae&uest. uring +tep F (+olutions),you see a solution t"at does resolve yourissue. ="at s"ould you do ne3t>


@şaretle(:) /uan

ontinue logging t"e +ervice Ae&uestand mae a note to revie- t"e solutionsat a later time

Turn oE t"e option to vie- suggestedsolutions to speed up your process tocreate a ne- +A


28/40


29/40

all your racle +ales or ;ccountAepresentative

5og a +ervice Ae&uest and re&uestinormation about support dates

Dse t"e erti'cations tab and revie-t"e support%speci'c content (*)

;ccess oracle.com and revie- t"esupport /! and searc" or supportdates (*)

orrect

JP. ="at are t"e best met"ods to stay inormed

about t"e latest inormation on racle Tec"nical +upport policies>


@şaretle(:) /uan


+earc" tec"nical support on oracle.comand revie- t"e posted policy /!s oten

(*)o-nload t"e racle Tec"nical +upport/olicies and use t"ese as your reerenceguide

+earc" in 6y racle +upport orBTec"nical +upport /olicesB (*)

5og a +ervice Ae&uest and as +upportto provide inormation about supportpolicies

orrect

J$. ="at is t"e best approac" to resolve t"eissue o not being able to do-nload aspeci'c patc" or a /roduct (ater t"e+upport ate "as passed).


@şaretle


30/40

(:) /uan

5og a +ervice Ae&uest and as racle tosend it to you

ontact your racle +alesrepresentative and as t"em to callracle +upport and send you t"e patc"

ontact your racle +alesrepresentative and purc"ase


31/40

M1. !or assets managed by racle +erviceelivery /artnerso- can a team benoti'ed -"en ;+A creates rat +erviceAe&uests>


@şaretle

(:) /uan

reate a 6y racle +upport user as t"eemail list. T"en, assign t"is user as t"eontact or t"e ;+A asset.

pen an racle +ervice Ae&uest and asor assistance.

Dse 6y racle +upport to enter one ormore email lists in t"e Histribution


32/40

orrrect

MF. !or assets managed by racle +erviceelivery /artners="at ind o +ervice

Ae&uest does ;+A create -"en aults aredetected on /artner%managed ;+A ;ssets>


@şaretle(:) /uan

rat +ervice Ae&uest (*)

n%emand +ervice Ae&uest

Tec"nical +ervice Ae&uest

orrect.

MG. ; pre%re&uisite or activting ;+A or an assetis providing a ontact name in 6y racle+upport. ="ic" +upport 7denti'er privilegesare re&uired or t"e 6y racle +upport userselected as a ontact>


@şaretle(:) /uan


;dministrator

Iie- ;sset (*)

reate +ervice Ae&uest (*)

orrrect

MJ. ;+A is available at no additional cost toracle /remier +upport or +ystems andard-are =arranty plans



33/40

@şaretle(:) /uan

oğru (*)

Yanlış

orrrect

MM. !or assets managed by racle +erviceelivery /artners="at 6y racle +upport/rivileges are needed to manage ;+A

assets> (;ctivate, ;dd ontact, etc.)


@şaretle(:) /uan

Iie- ;sset privilege on t"e end%customer+upport 7denti'er

reate +ervice Ae&uest privilege on t"eend%customer +upport 7dentier

;dministrator privilege on t"e /artner+upport 7denti'er (*)

orrect.

M#.

!or-"ic"o t"eollo-ing eventtypesdoes;+A

create+erviceAe&uests>


(:) /uan



34/40

!irm-are needs to be updated

+ cras"

!an ailures (*)

/o-er supply aults (*)

!ile system ull

orrrect

MP. T"e ;+A 6anager uses a t-o%-ay encryptedconnection to racle.


@şaretle(:) /uan

oğru

Yanlış (*)

orrrect

M$. !or assets managed by racle +erviceelivery /artners="o is responsible orapproving ;+A pending activations in 6yracle +upport>


@şaretle

(:) /uan

racle !ield


35/40


36/40

issue.

/artner must direct 6utual ustomers tocontact racle +upport directly onracle%related issues.

/artner must establis" t"eir o-n severitylevels and response timerames or6utual ustomer support issues.

/artner must provide t"e 6utualustomerXs support identi'cationnumber -"en collaborating -it" racle+upport. (*)

orrect

#:. ="ic" ot"eollo-ingstatementsregardingenrollment in t"eracleollaborative Iendor+upport/rogram(I+) isCT true>


(:) /uan

; partner s"ould -ait to enroll in t"eI+ until t"ey encounter a racleollaborative Iendor support issuerom a mutual customer. (*)

; /artner s"ould enroll in t"e I+

proactively i t"ey provide supportservices to mutual customers.

T"e I+ is oEered as a value%addedbene't at no additional costs to racle/artners as part o t"eir /Cmembers"ip.


37/40


@şaretle(:) /uan


7ncreases t"e time to implementationor collaborative vendor solutions.

7ncreases t"e ris and costs associated-it" o-ning collaborative vendorsolutions.

7mproves response by "aving allparties involved in t"e collaboration.(*)

/rovides en"anced support value orcollaborative vendor implementations.(*)

+trives to prevent t"e rustration o'nger%pointingZ bet-een vendors andimproves overall satisaction. (*)

orrect

#G. ="ic" o t"e ollo-ing statements are/artner re&uirements or participation int"e racle ollaborative Iendor +upport/rogram (I+)>


@şaretle(:) /uan


38/40


/artner must be trained on all racleproducts t"ey -is" to engage -it"

racle +upport t"roug" t"e I+./artner must be a current /Cmember in good standing. (*)

/artner must be accepted into all/roduct !ocus ;reas in order toparticipate in t"e I+.

/artner must apply and receivedcon'rmation o acceptance or use ot"e I+ bene't. (*)

orrect

#J. 8y participating in t"e I+ as an /Cmember, vendors are re&uired to enterinto time consuming or costly support orlegal agreements.


@şaretle(:) /uan

oğru

Yanlış (*)

orrect

#M. Dnder I+ model, customer -ould call avendor or a problem. ="ile t"e support

analyst decides involvement rom anot"ervendor, "e -ill log +A to anot"er vendor,t"en customer -ill ollo- t"e +A toanot"er vendor.


@şaretle(:) /uan

oğru


39/40


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Oracle help Desk Exam