My Oracle Support
My Oracle Support
Select the
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recommended
(1) Puntos
reason (best
practice) why
a Customer
User
Administrator
(CUA) would
activate Auto
Approve for a
Support
Identifier.
There is no reason for the CUA to actively
review a request for ANY Support Identifier,
so using Auto Approve is always the best
approach for any request
To quickly provide generic access to
knowledge base and My Oracle Support
Community functions for user requests. This
allows users to immediately begin using My
Oracle Support, while the CUA manually
reviews requests for advanced functions
such as SR Create privilege. (*)
This is a security risk; therefore, a CUA
would never use this feature
To stop receiving email notifications from
users requesting access
None of the above
Correct
2. A Support Identifier (SI) is a numeric value that
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identifies the products your company has
(1) Puntos
purchased. It is required to access My Oracle
Support.
Verdadero (*)
Falso
Incorrect
3. Joe is a CUA for his company. His team
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members are globally located (and so are his
(1) Puntos
assets). As a result, he has multiple SIs and is
struggling to easily manage the SIs and assets.
What feature in My Oracle Support can help
him?
There is nothing available in My Oracle
Support. Joe has to call his Oracle Sales
Representative to get this fixed.
Joe can make use of the features in
Administrative, Support Identifiers to Create
New SI where he can co-locate users and
assets. (*)
Joe has to log a Non Technical Service
Request and Oracle Support will set up a
new SI for him.
None of the above
Correct
4. It is a recommended best practice to automate
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the full details from your Service Request
(1) Puntos
updates in email. How can you receive the full
Service Request update in an email?
The CUA performs this step after the User
enables SR Details: Administrative, Support
Identifiers, Service Request Details in Email.
The feature is now fully enabled.
My Oracle Support user performs this step:
Personalization, Service Request Details in
Email Turn On. The feature is now fully
enabled.
This is a one-step process that the CUA
completes under Administrative functions in
My Oracle Support
A two-step process is required: The CUA
can ONLY perform the SR Details update on
the SI (and then the User enables this feature
under My Account) (*)
None of the above
Incorrect
5. It is an Oracle recommended best practice to
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have multiple CUAs for each Support Identifier
(1) Puntos
(although you are allowed to select only one per
SI).
Verdadero (*)
Falso
Correct
6. Who approves End Users and sets their access
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levels for My Oracle Support?
(1) Puntos
Oracle Support
Your Organization
Your Customer User Administrator (CUA)
(*)
You do not need approval for access
None of the above
Correct
Correct
Product Certifications
(Responder todas las preguntas de esta sección)
13. The Certifications tab in My Oracle Support is
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able to directly answer most of your certification
(1) Puntos
questions. The exception is older information
that may not be included.
Verdadero (*)
Falso
Correct
15. What is the definition of a certification?
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(1) Puntos
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 testing matrix that Oracle provides via the
Certifications tab that allows you to compare
combinations of Oracle and third-party
products
None of the above
Correct
16. You need to search for certification data to
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prepare for your team meeting. However, you
(1) Puntos
are NOT sure of the exact product name to use in
the Certifications tab. What is the recommended
approach to find what you need?
Open a new technical Service Request with
Oracle Support
You may be able to find your product by
typing a portion of the name. Try a few
possible names for your product, including
abbreviations. As you type, you can select
your desired product from the options
displayed. Many Oracle products are
findable with aliases (*)
Create a new discussion and ask the
Certifications community
Check your SI to find out exactly how to
input the product name
None of the above
Correct
18. Is there any reason to check the Certifications tab
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on a regular basis if your company has NOT
(1) Puntos
upgraded any of your products?
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
Incorrect
Correct
20. Patch Plans are available for all products and do
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NOT require the use of configurations.
(1) Puntos
Verdadero
Falso (*)
Correct
21. Regardless of your specific Oracle products, the
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general process to download patches in My
(1) Puntos
Oracle Support is usually the same.
Verdadero (*)
Falso
Correct
22. You have a question about a patch you are
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downloading. What is the option that Oracle
(1) Puntos
recommends?
Log into My Oracle Support Community,
locate your product and post your question
Locate the patch via search on the Patches &
Updates page; select the patch number to
view the patch details, and select start a
discussion or reply to a discussion based on
what is available (*)
Call Oracle Support and ask a Support
Engineer
Submit a Service Request with your question
as the summary
Correct
23. The product name used by the patch system in
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My Oracle Support is the same as the product
(1) Puntos
name used for service requests or the Knowledge
base. To find the product name, start entering the
product name that you are looking for in the
Product box and the product selector will narrow
down the choices to help you find the right
product
Verdadero (*)
Falso
Correct
24. How do you download a patch from the Patch
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Details page? Please select all answers that
apply. (1) Puntos
(Seleccione todas las respuestas correctas)
From the patch search results, click on a
patch number to view the patch detail, then
click Download (*)
Search the knowledge base for an article on
patching for your product and click the
download links
From the patch search results, highlight a
row, then select Download from the option
bar (*)
Open a Service Request to ask Oracle
Support to download the patch from this site
A user cannot directly download a patch
from this site
Correct
Correct
28. The same Oracle Support Engineers that resolve
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technical Service Requests also participate in My
(1) Puntos
Oracle Support Community to share their
knowledge and expertise as part of this trusted
community.
Verdadero (*)
Falso
Correct
29. If you have general questions about My Oracle
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Support and have not found answers in the help
(1) Puntos
menu or in the knowledge base, a best practice is
to post your question to Using My Oracle
Support Community.
Verdadero (*)
Falso
Correct
30. You have a question regarding Oracle Database.
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You are new to the community framework and
(1) Puntos
are not sure how to locate a relevant Database-
oriented community. What is your best
approach? Check all that apply.
(Seleccione todas las respuestas correctas)
Open a non-technical Service Request
You can type in your Database question in
the search bar and drill into likely answers to
identify a Database Community for your
area of interest. (*)
Post this question in the Using My Oracle
Support Community
Using the banner navigation, click the Space
List down arrow, locate the Oracle Database
MOSC space and click it view the related
sub-spaces (*)
Correct
Correct
32.The Oracle Toolbox we highlighted in the learning content
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is a catalog of product-based and generic tools. It offers a
(1) Puntos
single source to quickly start building your diagnostics and
health toolkit.
Verdadero (*)
Falso
Correct
33.Oracle Auto Service Request (ASR) is a new service you
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can register for in order to have all your SRs automatically
(1) Puntos
created for you.
Verdadero
Falso (*)
Correct
34.If you wanted to run a health check against Oracle E-
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Business Suite, what tool is the right choice?
(1) Puntos
Oracle Services Tools Bundle (STB)
EXAchk
Oracle Service Request (ASR)
ORAchk (*)
Correct
35.EXAchk supports all supported hardware types, operating
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systems, firmware versions, and Oracle versions for
(1) Puntos
specific Oracle engineered systems.
Verdadero (*)
Falso
Correct
36.Based on what we covered in the learning content, why
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should you make the Oracle Toolbox a favorite for your
(1) Puntos
personalized toolkit? What is the direct benefit to you?
You can easily find this resource again to review and
access the suggested diagnostic tools for generic and
product-specific use (*)
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
Correct
Correct
39.Which of the following is the best example of a complete
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Service Request Problem Summary?
(1) Puntos
MySql (using JDBC eWay) is experiencing a
connection problem: ClassName not found (*)
Application is slow in the afternoon
Blue screen
MySql is experiencing a connection problem
Correct
40.Users create a new Service Request by moving through a
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structured step-by-step process that starts by asking the
(1) Puntos
User to identify the Severity BEFORE describing the
problem
Verdadero
Falso (*)
Correct
41.If your systems are down and you select Severity 1 for
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your issue, you will need to provide a management contact
(1) Puntos
in the workflow, and your identified manager will be
contacted by Oracle Support.
Verdadero (*)
Falso
Correct
42.Management attention is about bringing the right resources
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to your Service Request, improving the communication
process, and creating an action plan to resolve your issue. (1) Puntos
Verdadero (*)
Falso
Correct
Correct
45.What is the BEST method to stay informed about the latest
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information on Oracle Technical Support policies?
(1) Puntos
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
46.You want to see a Support Benefits comparison table to
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understand what is covered in Premier, Extended, and
(1) Puntos
Sustaining Support. What is the recommended approach to
access the table and complete your review?
Post a question to the Using My Oracle Support
Community
Mark the Oracle Lifetime Support Policies (Document
971415.1) a favorite in My Oracle Support
Locate the Lifetime Support Benefits table on the
Oracle Lifetime Support Policies page to review the
details in the comparison table (*)
Log a non-technical Service Request
Correct
47.For some product and release combinations on the
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Certifications tab, you may be able to view Ongoing
(1) Puntos
Support information related to availability of patches for
that combination.
Verdadero (*)
Falso
Correct
48.What are the recommended ways to locate content about
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the End Date of support for a product? Select all that apply.
(1) Puntos
(Seleccione todas las respuestas correctas)
Call your Oracle Sales or Account Representative
Log a Service Request and request information about
support dates
Access oracle.com and locate the technical and
lifetime policies under the Support tab (*)
Use the Certifications tab and review the support-
specific content (*)
Correct
Correct
50.You are a CUA for your company. You are currently in a
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three-day organizational meeting and are concerned about
(1) Puntos
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.
Verdadero
Falso (*)
Correct
51.How do you access Mobile My Oracle Support?
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(1) Puntos
There is a button on My Oracle Support home page
that allows you to jump to the mobile application
There is a unique URL for Mobile My Oracle Support
access. (*)
You have to download the app from the primary portal
and load it to your smart phone
You open a Service Request and ask for special
privileges
Correct
52.What is the best description of Mobile My Oracle Support?
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(1) Puntos
A new type of My Oracle Support Community
intended for users who want to review discussions
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
Correct
53.The Mobile My Oracle Support application is only
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available to Users with the Customer User Administrator
(1) Puntos
(CUA) role
Verdadero
Falso (*)
Correct
54.The Customer User Administrator (CUA) for your
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organization is able to utilize Mobile My Oracle Support to
(1) Puntos
REVIEW access requests with just a smart phone and
Internet access.
Verdadero (*)
Falso
Correct
Correct
56.In the learning content, what best practice recommendation
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was highlighted with regard to the regions on the
(1) Puntos
dashboard?
The regions on each tab are standard, so take a few
minutes to understand the options
You are able to change the regions on each tab only
one time
You need to alert your CUA that you want to
customize your dashboard
Make sure you are aware of the regions available on
each tab. If it’s been a long time since you updated
your regions, take a few minutes to preview (*)
Correct
57.You can easily review feature updates in the latest release
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of My Oracle Support. Mark the document “My Oracle
(1) Puntos
Support Resource Center” (Doc ID 873313.1) a Favorite
and set up Hot Topics Emails to notify you about updates
for the product, My Oracle Support. When the release
notes are updated, you will get an automated email.
Verdadero (*)
Falso
Correct
58.What is the benefit of generating an SR Report in My
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Oracle Support?
(1) Puntos
You can easily update any SR from your customized
report
You can click a button to send this report directly to
your CUA for analysis
If you have a lot of SRs, this option makes it easy to
sort and analyze them and also review with your team
(*)
Correct
59.If you have more tab options than the space available in
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My Oracle Support, they are located under the More tab.
(1) Puntos
Verdadero (*)
Falso
Correct
60.Your colleague, Li, is new to My Oracle Support. You
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have been asked to show him how to get up to speed
(1) Puntos
quickly on the basic core functions of My Oracle Support.
What is the recommended FIRST step for Li?
You advise Li to just use the phone to log Service
Requests
You direct Li to complete My Oracle Support
Accreditation as his FIRST step in learning about the
basics
Li should access My Oracle Support Community and
post all his questions about the portal there
Li needs to get basic training, so you suggest that he
set aside time to complete the foundational My Oracle
Support How To training videos (*)
Correct