exadata database machine models x2-2 and x2-8 technology support specialist

1. To customize the Regions on the Main Dashboard you can drag-and-drop those you want included and rearrange them according to how you want them to show up.

True/False

2. This is another resource containing recorded discussions during which development outlines functionality included within new product releases.

Newsletters Customer Services Catalog Lifetime Support Policy Transfer of Information (TOI) Sustaining Support

3. The Inventory and Usage region is available even for those who are not using the Configuration Manager.

True / False

4. Identify the support model described: This support model centered around reactively working customer issues. You work with support on the issue, identify a solution, and then move to implement that solution.

Traditional support model

Pro-active support model

Predictive support model

None of the above

All of the above

5. List ALL what is is available within the “Getting Started” region

(Choose all correct answers)

Contains valuable information to assist new users in navigating the portal and to make full use of the portal functionality.

You will find an overview of My Oracle Support.

Provide links to both pre-recorded and live training sessions.

Contains links on how to best utilize the configuration manager.

None of the above

6. This training resource is built for practical real-world situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment

Customer Services Catalog

Newsletters

Sustaining Support

Oracle By Example (OBE)

Transfer of Information (TOI)

7. Product Information Centers are one stop shops maintained within our knowledge base that contain information about specific products and releases.

True / False

8. Our main focus in Support is to assist in minimizing any disruptions to your system. We do this through


Problem Avoidance through the Configuration manager health checks

Self Service Resolution - resolving problems without the need to contact Oracle Support

Reduction in resolution time - minimizing the time spent to resolve an issue

Answers 1 & 2 only

None of the above

9. This is another resource available to customers designed to promote awareness and understanding of the available support tools and resources to allow you to get the most out of your support investment

Newsletters

Transfer of Information (TOI)

Customer Services Catalog

Sustaining Support

Support Process and Tools advisor webcasts

10. This region where we push important information from Oracle to our customers about what is happening within support, about critical patches that have become available, about significant changes that may be occurring within support.

Service Request region

News region

Breaking News region

Getting started region

Draft Service Request region

11. This region contains the capability to drill down and see the details for any of the systems in your collected configurations. You can compare point in time history of your systems as well, allowing you to identify any changes that have occurred over time.

Getting started region

Service Request region

Draft Service Request region

Systems region

News region

12. Certifications of New Oracle Products are covered under which level(s) of support?

Premier Support

Extended Support

Sustaining Support

Premier & Extended Support

None of the Above

13. Premier Support Extends for how many years after a product's release?

10 years

No limit

8 Years

1 Year

5 years

14. Certifications with most New Third Party Products/Versions are covered under which level(s) of support?

Premier Support

Extended Support

Sustaining Support

Premier & Extended Support

None of the Above

15. Which of the following statements reflect the value proposition to our Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)?


Increases the time to implementation for multi-vendor solutions.

Increases the risk and costs associated with owning multi-vendor solutions.

Strives to prevent the frustration of “finger-pointing” between vendors and improves overall satisfaction.

Provides enhanced support value for multi-vendor implementations.

Improves response by having all parties involved in the collaboration.

16. MVSP can be a replacement for support

True / False

17. which year was TSANet established?

1994

1991

1990

1993

1992

18. Which of the following statements are Partner requirements for participation in the Multi-Vendor Support Program (MVSP)?


Partner must be accepted into all Product Focus Areas in order to participate in the MVSP.

Partner must apply and received confirmation of acceptance for use of the MVSP benefit.

Partner must be trained on all Oracle products they wish to engage with Oracle Support through the MVSP.

Partner must have a published profile in OPN Solutions Catalog.

Partner must be a current OPN member in good standing.

19. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true?

A Partner should enroll in the MVSP proactively if they provide support services to mutual customers.

The MVSP is offered as a value-added benefit at no additional costs to Oracle Partners as part of their OPN membership.

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN.

A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer.

Useful MVSP enrollment information can be found on the OPN portal under Support > Learn About Support Offerings and Benefits.

20. Where can you find up-to-date information about support tools and processes?


CSI Number

OPN

My Configs and Projects

My Oracle Support

21. When can you log a SR via My Oracle Support

Monday to Friday, 9am to 5.30 pm

Every Day, 9am to 5.30 pm

It depends on the level of your Support service

24x7

22. True or False? An SR should be escalated when the severity assigned does not reflect the true business impact

True

False

23. Which severity should a SR be raised at if there if a minor impact on the business?

Severity 2

Severity1

Severity 4

Severity3

24. Which of the following is not a benefit of the Oracle Diagnostic Tools?

Captures customer configuration information

Application customers can run proactive tests

Customer can log an SR and leave all action with Oracle until resolved

Reduces SR ping-pong

25. Which of the following is not normally provided via My Oracle Support

Certification information

Diagnostic Tests

Access to SR logging

Certified Advantage Partner Criteria

26. What is Oracle's on-line Support Service?

Premier

My Oracle Support

OPN

Service Request

27. The Service Request Home Page contains Service Requests, Draft Service Requests and Bug Summary Mark for Review

(1) Points

True

False

28. Lifecycle PowerView Filter requires Configuration Mark for Review

(1) Points

True

False

29. This tab in My Oracle Support Community shows recently created communities content. Mark for Review

(1) Points

Discussions and Documents tab

People finder tab

Profile tab

Tags tab

Private Messages tab

30. In the Rewards and Recognition program of My Oracle Support Community, User Reputation Model calculates points based on member participation, document contribution, as well as customer and partner feedback. Mark for Review

(1) Points

True

False

31. In My Oracle Support Community, it is not possible to navigate directly to a specific page number Mark for Review

(1) Points

True

False

32. This tab in My Oracle Support Community is a way for you to organize and easily find community content. Mark for Review

(1) Points

Profile tab

Private Messages tab

People finder tab

Tags tab

Discussions and Documents tab

33. Your Personal Information region in User Profile in My Oracle Support Community contains Mark for Review

(1) Points


Name

Email

Phone

Race

None of the Above

34. My Oracle Support Community members have the option to upload supporting attachments to any of the discussions. This can be done by Mark for Review

(1) Points

Clicking the Attach Files link from within the discussion thread

Clicking the Upload Attachments link from within the discussion thread

Clicking the Attach Documents link from within My Oracle Support

Clicking the Upload Documents link from within the discussion thread

Clicking the Attach Documents link from within the discussion thread

Oracle Collaborative Support Program

(Answer all questions in this section)

35. Which of the following are the benefits of using Oracle Collaborative Support ? Mark for Review

(1) Points


Faster resolution of issues

Provide training on how to use a Product

Improve Customer Satisfaction

Provide customer with license discounts

All of the above

36. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely. Mark for Review

(1) Points

True

False

37. Your system must meet the following requirements to be able to run Oracle Web Conferencing Mark for Review

(1) Points


Windows 98 or later

Microsoft Virtual Machine (VM) or Sun JRE

Pop-up blocking must be disabled in your browser

1024 x 768 screen resolution

Internet Explorer 5.5 or later

Oracle Configuration Manager


38. What time of day does OCM collect auto-config data? Mark for Review

(1) Points

You can specify the time when setting up the batch process.

The same time of day as you installed OCM.

At 3am.

Whenever you want because you have to run OCM manually.

At midnight.

39. What is a healthcheck? Mark for Review

(1) Points

Another name for RDA output.

Dynamically generated reports based on the output of Support Diagnostics.

Dynamically generated reports based on the systems information gathered by support agent.

One of the Support offerings available to ACS customers.

Manually run reports based on the systems information gathered by support agent.

40. What do product alerts provide you with? Mark for Review

(1) Points


Critical alerts associated with a configuration.

Links to documentation.

Links to the bug description.

Why Use The Configuration Manager In My Oracle Support


41. How far back can I retrieve the historical configuration data? Mark for Review

(1) Points

Only the last 10 collections

Last 90 days

Last 7 days

Last 30 days

Since the first collection

42. Thousands of enterprise wide configuration can be filtered by using a My Oracle Support feature called Mark for Review

(1) Points

System Filter

Powerview

No such feature

Configuration Selector

Target Info Viewer

43. Complete inventory reporting is available ONLY if we are using the Configuration Manager Mark for Review

(1) Points

True

False

44. What are some typical configuration information are collected by OCM? Mark for Review

(1) Points

System Global Area

High Availability (RMAN Configuration)

CPU Usage Statistics

Session information

All of the above

45. While reviewing details of a configuration, I am able to create a service request without having to go to the Service Request tab in My Oracle Support Mark for Review

(1) Points

True

False

46. Which following statement are correct for the priority routing of SR with asociated configuration? Mark for Review

(1) Points


Oracle will give a higher priority to your Service Requests when associated with a configuration

Provides better information to our Support Engineers

Troubleshooting is easier and faster than the same type of issue without an associated configuration

Support engineers will work the SR at 24x7

11G Upgrade Best Practices


47. An SQL baseline representing trusted execution plan is created during Mark for Review

(1) Points

Optimization Phase of SQL Process Management

Capture Phase of SQL Plan Management

Evolution Phase of SQL Plan Management

Selection Phase of SQL Process Mechanism

None of the above

48. The three phases for plan stability are Mark for Review

(1) Points

Capture - Optimization - Selection

Capture - Selection - Evolution

Selection - Optimization - Capture

Optimization - Evolution - Selection

Capture - Evolution - Selection

49. SQL Performance Analyzer Mark for Review

(1) Points


Provides detailed analysis of the performance of the database

Predicts performance deviations before end users can be impacted

Selects the optimal execution plan for an SQL statement

helps assess impact of change on SQL Performance

All of the above

50. Prior to upgrade to 11g from 10g, it is advisable to create Dictionary Statistics Mark for Review

(1) Points

True

False

51. Name the two types/areas of the Remote Diagnostics Agent Mark for Review

(1) Points


RDA for Server Technology

RDA for Siebel

RDA for E-Business Suite

RDA for Peoplesoft

RDA for Service Requests

52. Remote Diagnostic Agent output is encrypted and special privileges are required to view it. Mark for Review

(1) Points

True

False

How to Escalate a Service Request within Oracle Support


53. If you wish to escalate further up the Oracle Management chain what must you have in place? Mark for Review

(1) Points

An additional business case

Authorisation from your Oracle Account Manager

OCS session arranged

Escalation contacts further up your internal organisation

54. A Customer should ensure the following before requesting for a Service Request Escalation Mark for Review

(1) Points

Review the Service Request for correctness of problem statement

Update SR with business impact

Update SR with milestone date

Assess the appropriateness of severity level

All of the above

Customer Service Soft-skills Training Best Practices


55. High Customer Satisfaction means: Mark for Review

(1) Points


Reducing the number of service requests

Reducing the time to resolve issues

Lowering the number of escalation

1 & 2 only

None of the above

exadata database machine models x2-2 and x2-8 technology support specialist

Documents

sql plan management

attach documents link

private messages tab

people finder tab

vendor support program

oracle collaborative support

oracle support community

systems information gathered