oracle database 11g support specialist 1

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Creating Customer Value (Responder a todas as perguntas desta seção) 1. This stage of Life time Support provides technical support, including access to our online support tools, knowledge bases, and technical support experts. It is available for as long as you license your Oracle products. Lifetime Support Policy Premier Support Extended support Sustaining Support (*) None of the above Corrrect 2. When using the Configuration Manager this region provides the opportunity to share with Oracle Support the details of what is going on within your configurations. your support engineer not only has access to your environment details when working an issue. Engineers have visibility (through projects). Getting started region Knowledge region News region Draft Service Request region Projects region (*) Corrrect 3. This region from the dashboard provides an overall view of system health across the enterprise, configuration, or specific targets based on how you have set up your dashboard. This region is only available to those customers who are taking advantage of the Configuration Manager. News Region Service Request region System Health Region (*) Draft Service Request region Getting started region Corrrect 4. 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. Verdadeiro (*) Falso Correct 5. 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. Draft Service Request region Service Request region

Oracle Database 11g Support Specialist.txt 11/07/2012 13:37

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News region Getting started region Breaking News region (*) Incorrect, refer to the Creating Customer Value training for more information 6. 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 Correct 7. This region contains a breakdown of the different environments including how the software is distributed among different hosts, database versions, application server versions, and applications. Draft Service Request region News Region Getting started region Inventory and Usage region (*) Service Request region Incorrect, refer to the Creating Customer Value training for more information 8. 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. Draft Service Request region News region Getting started region Service Request region Systems region (*) Corrrect 9. From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how to mitigate that risk. Service Request region Draft Service Request region Getting started region


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News Region System Health Region (*) Corrrect 10. This region allows for quick and easy monitoring of all your open issues right at the dashboard. Knowledge region Service Requests region (*) Getting started region News region Draft Service Request region Corrrect Creating Customer Value (Responder a todas as perguntas desta seção) 11. True or False. Browse knowledge allows users to navigate through the product hierarchy to specific folders of content in order to eliminate noisy results generated from generic queries against the entire knowledge base. Searching the knowledge base using the browser feature is a support best practice and is the best way to access product specific information. Verdadeiro (*) Falso Corrrect Oracle's Lifetime Support Policy (Responder a todas as perguntas desta seção) 12. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. Verdadeiro Falso (*) Corrrect 13. 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 Corrrect


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14. 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 Corrrect MVSP Overview (Responder a todas as perguntas desta seção) 15. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*) Enables practices that align with many industry support certifications. Reduces costs by not having to create and maintain traditional cooperative support agreements. Provides a consistent, collaborative support process by which to engage with Oracle Support. Reduces training commitment by not having to pursue in-depth training on Oracle products you do not support. Correct 16. There are no call restrictions with other members at the TSANet Mission Critical level Verdadeiro (*) Falso Correct 17. which year was TSANet established? 1991 1990 1993 (*) 1994 1992 Correct 18. There are no call restrictions with other members at the TSANet Classic level Verdadeiro


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Falso (*) Correct 19. To support mutual customer, MVSP vendor must use customer's CSI to log SR to Oracle to ensure that the customer is a current Oracle support customer Verdadeiro Falso (*) Correct Oracle Support Basics (Responder a todas as perguntas desta seção) 20. Who controls My Oracle Support access for your CSI? Your Oracle Partner Manager Oracle Sales team Customer Users Administrator for your CSI (*) Oracle Support Engineer Correct Oracle Support Basics (Responder a todas as perguntas desta seção) 21. Which tool allows Oracle to connect to a customer's system and view information? RDA (Remote Diagnostic Agent) MCP SR (Service Request) OCS (Oracle Collaborative Support) (*) Correct 22. True or False? The most effective way to escalate an SR is to contact your Oracle Partner Manager Verdadeiro Falso (*) Correct 23. To request Severity 1 Support what should you have in place? SR Escalation


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Oracle Consultant onsite 24x7 availability to work with Support (*) Ability to provide remote access via OCS Correct 24. True or False? An SR should be escalated when the severity assigned does not reflect the true business impact Verdadeiro Falso (*) Correct 25. How do you report a bug to Oracle Development Contact Oracle Support and they will give you a number for Development Contact Oracle Support and they will raise a bug with Development if appropriate (*) Contact Development direct Contact Development via Oracle Partner Manager Correct 26. What does escalating a SR mean? Referring to your Oracle Account Manager Increasing the severity Bringing Support management attention to the problem (*) Arranging on-site assistance Incorrect, refer to the Oracle Support Basics training for more information My Oracle Support (Responder a todas as perguntas desta seção) 27. When creating a new Service Request, you can autofill your request using (Escolher todas as respostas corretas) Service Request Profile (*) Project Information System Configuration (*) Existing Service Request (*) Default SR Profile


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Incorrect. Refer to the Service Request Management training for more information 28. Patch Plan shows the planned releases of patches for the different Oracle Product Lines Verdadeiro Falso (*) Corrrect My Oracle Support Community (Responder a todas as perguntas desta seção) 29. This is the region where My Oracle Support Community member can see events of interest to all community members are highlighted. The Events region (*) The Sptolight region The Headlines region The Recent content region The News and Announements region Incorrect. Refer to the My Oracle Support Community training for more information. 30. Your Personal Information region in User Profile in My Oracle Support Community contains (Escolher todas as respostas corretas) Name (*) Email (*) Phone (*) Race None of the Above Correct My Oracle Support Community (Responder a todas as perguntas desta seção) 31. This tab in My Oracle Support Community shows recently created communities content. Tags tab People finder tab Discussions and Documents tab (*) Profile tab Private Messages tab


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Correct 32. This tab in My Oracle Support Community is where your contact information including an alias can be defined and updated. People finder tab Tags tab Discussions tab Private Messages tab Profile tab (*) Correct 33. What is My Oracle Support Community? (Escolher todas as respostas corretas) It is a collaborative environment moderated by the same Technical Support Engineers that work with you on Service Requests. (*) It is a script that reduces time resolution by collecting in a single ste complete, accurate system details across the Oracle technology stack. It is included as part of your Premier Support Agreement (*) It is a trusted network of industry peers and Oracle experts and as a member you are able to benefit from other members’ real-world experience. (*) It is a support capability that automates the exchange of configuration information between Oracle Support and our customers Incorrect. Refer to the My Oracle Support Community training for more information. 34. In My Oracle Support Community, 1,000-2,499 point value under the Rewards and Recognition program moves you to Oracle Pro tier Oracle Journeyman tier Oracle Expert tier (*) Ace Director tier Oracle Guru tier Incorrect. Refer to the My Oracle Support Community training for more information. Oracle Collaborative Support Program (Responder a todas as perguntas desta seção) 35. Oracle Collaborative Support is accessed via which of the following: My Oracle Support (*) Oracle.com OPN


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Google Tools None of the Above Correct 36. Oracle Web Conferencing allows you to do the following Save a screen snapshot Share an application Share Document Draw on the whiteboard All of the above (*) Correct 37. Voice streaming enables the host to broadcast his voice to attendees, and the attendees can listen to the host either through their telephone or through their PC speakers. Verdadeiro (*) Falso Correct Oracle Configuration Manager (Responder a todas as perguntas desta seção) 38. What do product alerts provide you with? (Escolher todas as respostas corretas) Critical alerts associated with a configuration. (*) Links to documentation. (*) Links to the bug description. (*) Corrrect 39. How are RDA generated configurations created? Your My Oracle Support administrator creates them when they install OCM They are automatically created when you log an SR with an RDA output attached. (*) They are automatically generated when you run RDA. Oracle Support Engineers create them when they connect using OWC. They are created when you install OCM. Corrrect


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40. How often does OCM collect the auto-config data? As often as you want - you can set it up as a batch process. You run the OCM manually. Every time you log an SR against that configuration. Once a week Every 24 hours (*) Incorrect. Refer to the Software Config Manager training for more information. Why Use The Configuration Manager In My Oracle Support (Responder a todas as perguntas desta seção) 41. Complete inventory reporting is available ONLY if we are using the Configuration Manager Verdadeiro (*) Falso Correct 42. 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 Verdadeiro (*) Falso Correct 43. What kind of performance impact can be expected on the system while the OCM collector is running? Improved performance Tolerable degradation if executed off-peak hours Increased degradation with increased number of collection Negligible impact (*) Severe degradation because of the heavy tracing involved Correct 44. How far back can I retrieve the historical configuration data? Only the last 10 collections Last 30 days Since the first collection (*) Last 90 days


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Last 7 days Correct 45. What type of information is being collected by the Collector? (Escolher todas as respostas corretas) Patches (*) Oracle configuration data (*) Host information (*) Selected passwords Application data Correct Service Request Priority Routing Using Configuration Manager (Responder a todas as perguntas desta seção) 46. You can download the collector software from which tab at My Oracle Support? Patch & Update Collector (*) Configuration Manager Service Request Knowledge Correct 11G Upgrade Best Practices (Responder a todas as perguntas desta seção) 47. Real Time Application Testing is composed of Database Replay, Database Performance Analyzer and Database Tuning Sets Database Recorder, Database Replay and SQL Tuning Sets Database Replay, SQL Performance Analyzer and SQL Tuning Sets (*) Database Replay, SQL Performance Optimizer and SQL Tuning Sets SQL Performance Analyzer , SQL Performance Analyzer and SQL Tuning Sets Correct 48. Compared to 10g, 11g has additional feature on auto-tuning for


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(Escolher todas as respostas corretas) Schema Apps/SQL (*) Memory (*) Replication RAC Incorrect. Refer to the 11G Upgrade Best Practices training for more information. 49. The preventive and fully transparent database mechanism to ensure plan stability is called SQL Procedure Method SQL Process Mechanism SQL Procedure Plan SQL Plan Management (*) SQL Process Management Correct 50. Database Replay captures workloads and replays it with production characteristics including concurrency, synchronization and dependencies Verdadeiro (*) Falso Correct Remote Diagnostics Agents and Database Diagnostic Scripts (Responder a todas as perguntas desta seção) 51. What is the minimum RDA version required to have RAC multi-node support 4.7 3.1 4.2 (*) 3.6 5.3 Correct 52. Remote Diagnostic Agent output is encrypted and special privileges are required to view it. Verdadeiro Falso (*)


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Correct How to Escalate a Service Request within Oracle Support (Responder a todas as perguntas desta seção) 53. When a Service Request meets the de-escalation criteria or is no longer critical , the Escalation Owner can de-escalate it , with your agreement. Verdadeiro (*) Falso Correct 54. You should consider escalating an SR when (Escolher todas as respostas corretas) you encounter a critical roadblock (*) you are dissatisfied with the resolution or response to a Service Request (*) the SR was raised with the wrong severity Project deadline is within 10 days (*) All of the above Correct Customer Service Soft-skills Training Best Practices (Responder a todas as perguntas desta seção) 55. When reviewing communication standards in your company it’s important to review and address the following subject. List all that applies. (Escolher todas as respostas corretas) Develop protocol for conducting and managing conference calls (*) Use different vocabularies for addressing managers vs high tech database administrator (*) Speak in a tone that offers support and confidence. (*) Understand how to properly address conflict and issues to defuse emotion (*) Observe proper etiquette in address customers. (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 56. To help build an effective customer service model for your business it’s important to identify and build an effective communication and knowledge model based on the similarities and common characteristics of your customers. Verdadeiro (*) Falso


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Correct 57. Not having answers or know how to obtain information in a timely manner contribute to customer frustration. Verdadeiro (*) Falso Correct 58. It is good communication practice to train staff to shield customers from internal issues – maintain professionalism and confidence when in front of customer if internal roadblocks are encountered. Verdadeiro (*) Falso Correct


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oracle database 11g support specialist 1

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