1.

Introduction to Oracle Cloud Support Accreditation

1. What is the recommended best practice to LOCATE additional basic training if you need to learn
the basics about using Oracle Cloud Support Portal and My Oracle Support?
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2. As a Cloud Support user, you will ONLY need to use the Cloud Support Portal.
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3. The audience for the Cloud Support Accreditation are users with a Cloud Service Subscription.

4. Which of the following actions are recommended to help you have the best experience with your
Oracle Cloud Support Accreditation?
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2. Oracle Cloud Support Policies

1. In a recent meeting, the team raised the requirement to customize a function to their Oracle
Service solution. John will need to engage his Oracle Sales Representative for a quote from Oracle
Consulting Services.

2. John has a number of recommended ways to stay informed that he learned about in the
accreditation series. Check all that apply:
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3. John is getting ready for his weekly project team meeting, and he needs to provide an update.
To prepare for that, he can access documentation from cloud.oracle.com for his Cloud Services.
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4. As an experienced Oracle Cloud Support user, you should review your support policies ONCE
per week to ensure you are up to speed.
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3. Customer User Administrator and Support Identifiers

1. It is a recommended best practice to have ONE CUA per Support Identifier.

2. In Cloud Support, My Account, clicking the support identifier will display the products and the
contract end date.

3. The CUA can turn on Email Updates for SRs in the Cloud Support Portal. There is no action for
the user.
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4.

How do you view your Support Identifiers and access levels in the Cloud Support portal?

5. It is a recommended best practice for the CUA to group users and assets when applicable. John
learned about this and is going to recommend it to his project team.
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6. In Cloud Support, you can log a service request for a product NOT associated to your support
 identifier.
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4. Cloud Support Portal Overview

1. The Cloud Support Portal search displays all cloud services available to ANY Cloud Support
user.

2. John has the ability to track bugs as favorites in the Cloud Support Portal.
There is no option to track bugs in the Oracle Cloud Support Portal.

3. John is looking at his dashboard in the Cloud Support Portal. His service requests are grouped
into Open, Oracle Working, and Needs Attention. As a best practice, which of these statuses should
he update first?

4. John is using the Cloud Support Portal, and he enters his search phrase. How should he deal
with Services in most scenarios?

5. In the Cloud Support Portal, users have the ability to click the Help menu to see the
documentation for the page displayed.

6. John recently created a new Service Request. When he returns to the Cloud Support Portal, he
does NOT see the SR. What is the recommended way to resolve this?
The mostly likely reason is that John does not have access to the Support Identifier associated with
the SR.

5. Searching in Cloud Support Portal

1. When searching in Cloud Support portal, John can see results from the Cloud Community
discussions just like in My Oracle Support portal.
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2. What functions are NOT available in the Cloud Support Portal associated to a Knowledge
document you have open?
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3. The Cloud Support Portal search is divided into two areas: The search area and the Oracle
Products you have.
The two areas are the search area and the services you have.

4. In the Cloud Support Portal, you select the ALL KNOWLEDGE search filter to see all documents
in the Knowledge Base that meet your criteria. This may include documents about services that you
are not subscribed to.
TIP: Use the 'Scroll Right' arrow if you do not see this option in your Filter options.

5. Why would a user need to search the Cloud Support Portal?

6. When John enters a document number in the cloud support portal, ONLY the document number
entered is returned.
True in My Oracle Support portal only.

6. Using Oracle Community

1. What is the FASTEST way to see all of the discussions in a My Oracle Support community
subspace?
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 2.

Based on your Cloud Services products: when you click the Community tab in the Cloud Support
portal, some links will take you to My Oracle Support Community or Cloud Customer Connect. Both of
these sites are considered Community sites.

3. It is a recommended best practice to follow a My Oracle Support top-level space to ensure you
get every single update from all users in the community.
This can generate a significant amount of email. It is better to follow a sub-space or a specific
discussion for more targeted updates.

4. John had to register for Cloud Customer Connect Community as it is outside of My Oracle
Support Community.

5. It is a recommended best practice to FOLLOW the Oracle Community FAQ?

6. Cloud Customer Connect is just for cloud services users and allows users to see upcoming
calendar events, discussion forums, maintenance windows and other targeted information.

7. Service Requests in Cloud Support Portal

1. What does bringing management attention to your service request do? Select all that apply.
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2. When logging a severity 1 service request, you can add in any user name as the alternative
contact. They do NOT have to be associated to the support identifier.
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3. It is a best practice to look at the current open tickets to ensure your issue is NOT already
logged by a peer in your organization.

4. Should you make your service request a severity 1 to ensure Oracle Support works your issue
in a timely manner?
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5. John has not received an update on his service request for some time and the issue is
becoming critical for his team. What is the recommended best practice for gaining manager attention
to this service request?
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6. It is a recommended best practice to search the knowledge base and use My Oracle Support
Community to possibly AVOID a service request for severity 4 questions.
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8. Introduction to My Oracle Support for Cloud Users

1. In My Oracle Support, on the Dashboard tab, John can customize his view by adding and
removing regions.

2. John wants to track what is new in each release of My Oracle Support to make sure he is using
the latest features. What is the best approach?
 3. A recommended best practice in Oracle Cloud Support is to create a Favorites folder and
organize content you marked as Favorites into meaningful folders.
The favorites option is available in My Oracle Support. You would bookmark content of interest in
Oracle Cloud Support
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4. It is a recommended best practice to leave the Getting Started region on your dashboard to
easily access learning resources for New and Existing Users.
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5. In My Oracle Support on the dashboard tab, John is able to add two Service Request regions:
one for technical service requests he logged and one for Contact Us service requests.
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9. Searching in My Oracle Support

1. What is the purpose of the 'Search Additional Oracle Sites' button you see to the right of the
search area on the Knowledge tab?

2. John has conducted a search using just a search phrase and is reviewing his results on the
Knowledge tab. So far, he has not found the information he wants. What can he do to improve this
search? Select all that apply.
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3. Susan wants to get more search suggestions with each search in My Oracle Support. She
currently is getting 5 results. How could she increase her search suggestions?
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4. When searching in My Oracle Support, the results include discussion questions from My Oracle
Support Community.
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5. Susan heard about a very relevant community discussion from her colleague, John. She is not
sure which community to select, so she decides to search for the discussion in My Oracle Support.
She makes sure that Community is selected as a source and types the discussion text. She then can
locate the community discussion from the Community section in the results.
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6. When searching in My Oracle Support, what is the recommended best practice to find the most
relevant content and solutions?
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10. Creating Service Requests in My Oracle Support

1. A new team member, Alice, found out today that she will need to begin logging service requests
for her project. What should she do to ensure she will have the correct access?

2. In My Oracle Support, you should search for solutions PRIOR to logging a service request.
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3. John is following the recommended best practice of gathering necessary data before logging a
service request. Which of the following responses identify the best level of detail for a fully qualified
service request?
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4. In My Oracle Support, it is possible to log a Service Request using one screen like Cloud
Support.
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 5. What is the recommended best practice if you trigger a guided resolution during the SR creation
process?
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6. A common reason that a user cannot log a service request in My Oracle Support: User does
NOT have the correct access level or the correct Support Identifier associated and approved for their
account.
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11. Bug Management in My Oracle Support

1. Susan has been working on a new project. The team has logged several bugs. She wants to
track them in order to provide updates to the team each week. She plans to mark each bug as a
favorite and then set up Hot Topics Email notifications and check Bugs I have Marked as Favorites.
This will push email notifications to her inbox when this content is updated by Oracle.

2. To stay informed about bug updates, you can check the Bug as a favorite and enable Hot
Topics email notifications to get an update each time the Bug is updated. This is a recommended best
practice.
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3. John has just marked a bug as a favorite, and it automatically appears in the Bug Tracker region
on his dashboard in My Oracle Support. It will continue to appear until he UNMARKS it as a favorite.
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4. You can follow Bugs of interest in the Cloud Support Portal on the Dashboard.
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5. Bugs can be identified by the Bug icon that identifies it as a Bug Document.