1.
The following
information is included in the Technical Support Policies ans
A description of Oracle’s technical support levels/Both 1 and 3
Severity Level definitions
2.
Oracle
Customers can access the Oracle Lifetime Support Policy PDF via (select one or
more answers) My Oracle Support /oracle.com
3.
What is the
best description of the Customer User Administrator (CUA) role? The CUA is the individual identified by the
Oracle Customer to manage User access requests for each of the Customer’s
Support Identifiers in My Oracle Support
4.
Is this an
accurate use case? An Oracle Customer is using Oracle E-Business Suite Release
12. They would review the Lifetime Support Policy document for Oracle
Applications to look up the GA date, Premier, Extended, and Sustaining support
dates that apply to this release. True
5.
Which of the
following statements regarding our value proposition to our Partners for Oracle
Collaborative Vendor Support (OCVS) is NOT true? Provides a consistent support process for all of a Partner's
support needs, regardless of a Mutual Customer's involvement
6.
Which of the
following are support challenges at multiple vendor computing environments? All of the above /Complexity of MVS environments/Rising
Multi-Vendor Support Activity/Expanding call Resolution Times/Prohibitive
Training Demands for technical analysts
7.
As an
active OPN member, you can automatically take advantage of the OCVS benefit. False
8.
By
participating in OCVS as either a TSANet or OPN member vendors are required to
enter into time consuming or costly support or legal agreements. False
9.
OCVS can
be used as a replacement for supportFalse
10.
Can you
identify the features available to you via your Oracle Single Sign-on (SSO)
account? racle Store, Oracle Support, Marketing events,
Oracle Partner Network
11.
A best
practice when conducting a patch search in My Oracle Support is to
"uncheck" the 'Exclude superseded patches' option. True
12. Identify the data repositories that are
accessed when using the search feature in Mobile My Oracle SupportKnowledge base and bug database
13. If the Support Engineer working on your Service
Request is located on the opposite side of the world, in a remote location
causing long delays between responses your best course of action is to/Make a request to have your Service Request
reassigned to another Support Engineer who is located closer to your time zone.
14.
My
Oracle Support portal is not customizable False
15.
The
Knowledge Base in My Oracle Support is used exclusively by Oracle Customers to
research and update Service Requests and improve knowledge content False
Knowing how to find
Knowledge content in My Oracle Support is important for Users. If you wanted to
review Alerts and Recently Updated information, where would you look?
Review the Knowledge Articles region on the Knowledge Base tab
16. Customers can use My Oracle Support to ‘Get
Proactive’ for their installed products. What are the most common ways to
access? Users can access rom the My Oracle Support
Knowledge tab (Knowledge Links) or by typing Get Proactive in the search
knowledge base field in the tab row
17. The minimum requirements to access My Oracle
Support are: A valid email address,
valid Support Identifier (SI), and SSO account (*
18. You initiated a product search using the
Knowledge Base search in My Oracle Support. Your search results included an
information center. What is an information center? A knowledge object that organizes key
information for the User in one place such as Alerts, New Knowledge Documents,
News, and Troubleshooting (
19. A User needs to locate product information in
My Oracle Support (i.e., specific error message) and wants to use filters
(i.e., exact error string) to narrow down the search results to a specific
information target. This User shouldUse search refinement techniques
20.
You are
a manager with responsibility for several different product teams logging
service requests in My Oracle Support. Would it be possible to create
individual team PowerView filters for easy visibility into the activity for
each team? True
21.
As a
User in My Oracle Support, I can add only one filters to a PowerViewFalse
22.
When a
customer is monitoring their Service Requests, the most desirable status is
'Automatically Closed/Closed Initiated' False
23.
Consider
a scenario where your Company wants to implement a new product with a specific
operating system. Would it be appropriate to conduct a certification search in
My Oracle Support based on this combination to ensure it has been tested and
certified to work together?/ True
24. One of your responsibilities is managing the
patch strategy for your company. What is the most effective approach to finding
patch information? (Select all that apply) Use Knowledge Base search to look for a Patch advisor information
center/nstall Oracle Configuration Manager and make use of the Patch Planner
for the system/target you are interested in/nstall Oracle Configuration Manager
and make use of the Patch Planner for the system/target you are interested in
25. If I need help, I can find a Customer User
Administrator (CUA) for my company byChoosing Settings > Account & Privileges in My Oracle Support.
26. A best practice when creating new Service
Requests is to provideA
comprehensive problem description including loss of functionality, sequence of
events, known workarounds, and business impact
27. Oracle Web Conferencing allows you to do the
followingAll of the above
28. Your system must meet the following
requirements to be able to run Oracle Web Conferencing
29.
Oracle
Collaborative Support uses industry standard Secure Socket Layer, or SSL, with
128-bit encryption for transmitting encrypted data securely. True
30. If you wish to escalate further up the Oracle
Management chain what must you have in place? Escalation contacts further up your internal organization
31. You should consider escalating an SR when/you encounter a critical roadblock/you are
dissatisfied with the resolution or response to a Service Request /Project deadline is within 10 days
32. Which of the following statements are true and
will make happy customers more happier. (Select all that apply) Strive toward making your relationships with
you/Keep track of the things you have done in th/Most customers gladly will
accept any documentation or mat/Understand your customers’ plans for future
uti/Provide your customers with new produc
33.
Mastering
and achieving great customer service and communication skills with your
customers will build Customer LoyaltyTrue
34.
Customer
Loyalty propels your company forward increasing sales and profitability; True
35.
Understand
the difference between what your customers want and what your customers need
helps provide positive customer experience. Providing targeted information and
advice they can use them to focus more on what they need than on what they
think they want.: True
36. Benefits of Customer Soft-Skills training
program will enable partners to: Choose all correct answersIt 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. True
Questions:
1.
Copies of the
Technical Support policies can only be requested from your Premier Support rep?
False
2.
Which
response is the best description of Oracle Software Technical Support Policies? Documentation used to communicate Oracle’s
software support policies, including Oracle’s software support terms and
support levels
3.
How many
stages are included in the Lifetime Support Policy? Three
4.
Which of the
following statements regarding enrollment in Oracle Collaborative Vendor
Support (OCVS) is NOT true? A
partner should wait to enroll in OCVS until they encounter a multi-vendor
support i
5.
Which of the
following statements reflect the value proposition to our Mutual Customers as a
result of Oracle Collaborative Vendor Support (OCVS)? Provides enhanced support value for
multi-vendor implementation/Improves response by having all parties involved in
the collaboration/ Strives to prevent the frustration of “finger-pointing”
betwee
6.
To support a
mutual customer, an OCVS vendor must use customer's CSI to log SR to Oracle to
ensure that the customer is a current Oracle support customer:Fals
7.
You create a
number of Service Requests in My Oracle Support and want to monitor Service
Requests from other Users in your organization to make sure there are no
duplicate issues. You added the Service Requests region to your Dashboard. What
other step can you take to simplify this task? Add the Service Requests region twice to the Dashboard.
Leave one as is and filter the other by ‘Created by
8.
What products
can make use of the Patch Recommendations region in My Oracle Support? All products supported by Oracle Configuration
Manager
9.
A User needs
to locate product information in My Oracle Support (i.e., specific error
message) and wants to use filters (i.e., exact error string) to narrow down the
search results to a specific information target. This User should: Use search refinement techniques
10. You want to customize My Oracle Support and
have selected regions to add to your view by selecting Customer Page. What else
can you do to personalize your view for your needs? All of the above
11. The search engine allows you to find your
product by typing in any one of a number of known "aliases." True
12. Consider a scenario where your Company wants to
implement a new product with a specific operating system. Would it be
appropriate to conduct a certification search in My Oracle Support based on
this combination to ensure it has been tested and certified to work together? True
13. If you are unable to get traction and progress
your service request your best course of action is toInitiate an escalation
14. You recently completed a search in Mobile My
Oracle Support and found a knowledge article that will likely solve a problem
you have. You can mark it as a 'Favorite' using your Smart Phone and then
easily find this solution to review the next time you log into My Oracle
Support. True
15. What is the best definition of a PowerView? An extensive set of filters in My Oracle
Support that allows
16. What is the best definition of Mobile My Oracle
Support? My Oracle Support web-based application
optimized for mobile device
17. You found an issue with your installed product
and want to log a new Service Request. What access do you need in My Oracle
Support? Create & Update
18. To join a web conference - while the Conference
ID is the same as the SR# - the Conference Key is yourCSI ( Customer Support Identifier)
19. If you encounter issues in installing Oracle
Web Conference Console, you shouldTroubleshoot using New User Tes
20. The most effective way to escalate a SR is toUpdate SR in My Oracle Support and then call in
21. Superior Ownership Experience is all about
relationships, trust, commitment, communication, doing the right thingTrue
22. Not having answers or know how to obtain
information in a timely manner contribute to customer frustration. True
23. The primary difference between making unhappy
customers happy and making happy customers even happier is the point of
initiation. With unhappy customers, even if you did not know why they were
unhappy before speaking with them, you can be certain that you soon will learn
the reason for their unhappiness. Once you know why they are unhappy, it is
relatively easy to plot a course of action to convert them into a happy customer.
True
24. Effective Communication skills are NOT
essential in developing satisfied customers. False
25. To define the difference between mediocre
companies, Market Leaders: ll correct answers
26. Your Support Identifier (SI) is? A unique number that identifies you, your
products, and your Company’s level of suppor
27. An Oracle best practice for the Customer User
Administrator role is to:? Have a
minimum of two CUAs identified
28. Which of the following statements are Partner
requirements for collaboration in Oracle Collaborative Vendor Support (OCVS)? Partner must provide and maintain standard
contact and escalation/ Partner must provide the Mutual Customer’s support
identification number when collaborating with
29. A "Mutual Customer" under Oracle
Collaborative Vendor Support (OCVS) must have an active support contract with
BOTH Oracle and a participating Partner: True
30. You have created a new PowerView for the
E-Business Suite product line and Solaris platform. What limitations (if any)
apply to this PowerView when propagated within My Oracle Support? Not all regions respond to possible
PowerViews. User needs to view the filter in a specific region to see which a
31. A best practice when creating new Service
Requests is to provide: A
comprehensive problem description including loss of functionality
32. If the Support Engineer working on your Service
Request is located on the opposite side of the world, in a remote location
causing long delays between responses your best course of action is to Make a request to have your Service Request
reassigned to another Support Engi
33. Which response is the best definition of
certification? A combination of Oracle
products, third-party products, and operating systems that Oracle has tested
34. Once a PowerView has been created, it permanently
changes your results in My Oracle Support True
35. What options are available in My Oracle Support
for finding the latest patch sets? It depends on the product. Some products require you to access the
quick links to specific product
36. When a customer is monitoring their Service
Requests, the most desirable status is 'Automatically Closed/Closed Initiated' False
37. Identify the data repositories that are
accessed when using the search feature in Mobile My Oracle Support Knowledge base and bug database
38. A user can quickly customize their My Oracle
Support view based on job function. Which proactive view do you think an
experienced technical support engineer with Create & Update access for
service requests would choose? Knowledge
Base and Service Requests at the top of the Dashboard
39. My Oracle Support is: A central portal that provides access to
knowledge, community, patching, certification
40. When you enroll for a free eSeminar, the
Conference Key is sent through a confirmation email. True
41. You can expect the following after requesting
for a Service Request escalation All of the above
42. Select ALL important points to consider to
ensuring a productive relationship with your customers. :all correct answers
43. Customer Loyalty propels your company forward
increasing sales and profitability. True
44. High Customer Satisfaction means: Reducing the number of service req/ Reducing
the time to resolv/ Lowering the number of esc
45.
A great
deal of customer escalations can be prevented by awareness of customer on
knowing what to expect.. True
46. What feature(s) do all the stages of Oracle
Lifetime Support share in common? All of the above
47. Under the OCVS model, a customer calls a vendor
for a technical problem. While the support analyst decides involvement from
another vendor, he will log an SR to the other vendor, then customer follows
the other verndor's SR process :False
48. You want to log a new Service Request on My
Oracle Support. To do this, you would log into My Oracle Support, and go to
'Update SR' from Service Requests tab.: False
49. you are in My Oracle Support Community and see
a lengthy thread with a title that suggests the content is relevant to your
need. Where is the best place to start reading this thread? Read the reply marked as Correct first, then
any replies marked Helpful, and then continue with other replies as needed
50. You have been actively reviewing and updating a
specific product thread in My Oracle Support Community. A recent posting has
successfully answered your question. How do you mark this answer Correct? lick “Correct Answer” directly on the
appropriate reply
51. When you submit a Service Request…. It is immediately assigned to an available
Support Engineer who possesses the best level of expertise to resolve your
issue.
52. My Oracle Support is: A central portal that provides access to
knowledge, community, patching, certification and service requests
53. Oracle Collaborative Support is accessed via
which of the following: My Oracle
Suppor
54. A Customer should ensure the following before
requesting for a Service Request Escalation All of the above
55. What the customers want? Customers want and
expect the following from Oracle and its partners. Select all that apply. all
correct answer
1. Oracle Technical Support Policies include
details around support contracts and renewals
2. A new IT manager from an Oracle Customer is
responsible for a team of support engineers who actively log tickets with My
Oracle Support. This manager needs to understand the basics of technical
support fees, support period, licenses, technical contacts, and program
updates. You should refer them to:
3. One of your responsibilities is managing the
patch strategy for your company. What is the most effective approach to finding
patch information? (Select all that apply)
4. Why do some replies in My Oracle Support
Community have a green background?
5. Which of the following are the benefits of
using Oracle Collaborative Support ?
6. In the OWC Toolbar , click on the following to
enable Desktop Sharing
7. Escalation Process should be used for
8. Which of the following statements are true and
will make happy customers more happier. (Select all that apply).
9.
