Premier Support

(Answer all questions in this section)

1. Copies of the Technical Support policies can only be requested from your Premier
Support rep Mark for Review
(1) Points

True
False (*)

Corrrect

2. As a My Oracle Support User, where can I check my Support Identifiers and Customer
User Administrators? Mark for Review
(1) Points

You have to ask your CUA for access to this information

Open a Service Request
Launch My Oracle Support, go to the Settings tab, and click on Account &
Privileges (*)
All of the above
None of the Above

Corrrect

3. Your Support Identifier (SI) is

Mark for Review
(1) Points

A unique hotline phone number to contact Oracle Support

An automatically generated identifier associated with a Service Request
A unique number that identifies you, your products, and your Company’s level of
support (*)
All of the above
None of the Above

Corrrect

4. An Oracle best practice for the Customer User Administrator role is to:
Mark for Review
(1) Points

Have a minimum of two CUAs identified (*)

Always restrict to one CUA per Support Identifier
Make all Super Users CUAs
 All of the above
None of the Above

Corrrect

OCVS Overview
(Answer all questions in this section)

5. Which of the following statements regarding enrollment in Oracle Collaborative Vendor

Support (OCVS) is NOT true? Mark for Review
(1) Points

A partner should wait to enroll in OCVS until they encounter a multi-vendor

support issue from a mutual customer. (*)
Useful OCVS enrollment information can be found on the OPN portal under
Support > Learn About Support Offerings and Benefits.
A Partner should enroll in OCVS proactively if they provide support services to
mutual customers.
Enrollment in OCVS is easy by selecting the "Join Now" link from the OCVS portal
page on OPN.
OCVS is offered as a value-added benefit at no additional costs to Oracle Partners
as part of their OPN membership.

Correct

Page 1 of 8 Next Summary

OCVS Overview
(Answer all questions in this section)

6. Under the OCVS model, a customer calls a vendor for a technical problem.
While the support analyst decides involvement from another vendor, he will Mark for Review
log an SR to the other vendor, then customer follows the other verndor's SR (1) Points
process.

True
False (*)

Correct

7. Which of the following statements reflect the value proposition to our Mutual
Customers as a result of Oracle Collaborative Vendor Support (OCVS)? Mark for Review
(1) Points

(Choose all correct answers)

Increases the time to implementation for multi-vendor solutions.

 Provides enhanced support value for multi-vendor implementations. (*)
Strives to prevent the frustration of “finger-pointing” between vendors
and improves overall satisfaction. (*)
Increases the risk and costs associated with owning multi-vendor
solutions.
Improves response by having all parties involved in the collaboration.
(*)

Correct

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. Mark for Review
(1) Points

True
False (*)

Correct

9. Which of the following statements are Partner requirements for participation

in Oracle Collaborative Vendor Support (OCVS)? Mark for Review
(1) Points

(Choose all correct answers)

Partner must be accepted into all Product Focus Areas in order to

participate in the OCVS.
Partner must apply and received confirmation of acceptance for use of
the OCVS benefit. (*)
Partner must be a current OPN member in good standing. (*)
Partner must be trained on all Oracle products they wish to engage with
Oracle Support through the OCVS.
Partner must have a published profile in OPN Solutions Catalog. (*)

Incorrect. Refer to the Oracle Collaborative Vendor Support (OCVS)

Overview training for more information.

My Oracle Support
(Answer all questions in this section)

10. Which response is the best definition of certification?

Mark for Review
(1) Points

A certification is a specific release of Oracle product that has been

tested
 A combination of Oracle products, third-party products, and operating
systems that Oracle has tested and confirmed as certified to work
together (*)
A test of a product release at a specific path level
Oracle products and operating systems that Oracle has tested and
confirmed as certified to work together

Correct

Previous Page 2 of 8 Next Summary

My Oracle Support
(Answer all questions in this section)

11. You have been actively reviewing and updating a specific product thread in
My Oracle Support Community. A recent posting has successfully answered Mark for Review
your question. How do you mark this answer Correct? (1) Points

Click “Correct Answer” directly on the appropriate reply (*)

Highlight the answer and press F5
The User that posted this answer needs to mark it as Correct
Email the system administrator
Update the question header

Incorrect. Refer to the "My Oracle Support Community" training for

more information.

12. What is the relationship between your SSO and My Oracle Support accounts?
Mark for Review
(1) Points

You must apply for your SSO login before you can obtain a My Oracle
Support account (*)
You can log into My Oracle Support without a SSO login
You must apply for a My Oracle Support account before obtaining a
SSO login
There is no relationship

Correct

13. Knowing how to find Knowledge content in My Oracle Support is important

for Users. If you wanted to review Alerts and Recently Updated information, Mark for Review
where would you look? (1) Points

Review the Knowledge Articles region on the Knowledge Base tab (*)
Check the News section on your Dashboard
Create an Advanced Search
 Look at Recently Viewed in the Knowledge Base region
None of the above

Correct

14. What products can make use of the Patch Recommendations region in My
Oracle Support? Mark for Review
(1) Points

All Products
All products supported by Oracle Configuration Manager (*)
Oracle E-Business Suite and Oracle Database products
JD Edwards product line
None of the above

Correct

15. 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 Mark for Review
propagated within My Oracle Support? (1) Points

There are no limitations

Not all regions respond to possible PowerViews. User needs to view the
filter in a specific region to see which attributes of the PowerView apply
(*)
PowerView options are limited based on your User Type in My Oracle
Support
PowerView options only apply to regions that are currently selected in
your customized Dashboard
None of the above

Incorrect. Refer to the "My Oracle Support PowerViews" training for

more information.

Previous Page 3 of 8 Next Summary

My Oracle Support
(Answer all questions in this section)

16. 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 Mark for Review
responses your best course of action is to (1) Points

Close the existing Service Request and then submit a new Service
Request in the hope that this time it will be assigned to a Support
Engineer who is located closer to your time zone.
Initiate an escalation
 Make a request to have your Service Request reassigned to another
Support Engineer who is located closer to your time zone. (*)
Change the Severity
None of the above

Correct

17. My Oracle Support portal is not customizable

Mark for Review
(1) Points

True
False (*)

Correct

18. Can you identify the features available to you via your Oracle Single Sign-on
(SSO) account? Mark for Review
(1) Points

Oracle Store, Oracle Support, Marketing events, Oracle Partner Network

(*)
My Oracle Support
There is no Oracle Single Sign-on account
Settings tab in My Oracle Support to update my profile
None of the above

Incorrect. Refer to the "Getting Started with My Oracle Support"

training for more information.

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 Mark for Review
narrow down the search results to a specific information target. This User (1) Points
should:

Turn on PowerView in My Oracle Support

Use search refinement techniques (*)
Ask My Oracle Support Community
Open a ‘Contact Us’ service request
None of the above

Incorrect. Refer to the "MOS Searching and Browsing in Knowledge

Base" training for more information.

20. Identify the data repositories that are accessed when using the search
feature in Mobile My Oracle Support Mark for Review
(1) Points
 Just the knowledge base
Knowledge base and bug database (*)
Just the bug database
Bug database and My Oracle Support Community
None of the above

Incorrect. Refer to the "Mobile My Oracle Support" training for more

information.

Previous Page 4 of 8 Next Summary

My Oracle Support
(Answer all questions in this section)

21. When a customer is monitoring their Service Requests, the most desirable
status is 'Automatically Closed/Closed Initiated' Mark for Review
(1) Points

True
False (*)

Correct

22. The minimum requirements to access My Oracle Support are:

Mark for Review
(1) Points

A valid email address, valid Support Identifier (SI), and SSO account (*)
A valid email address and SSO account
Valid support identifier
CUA approval
None of the above

Incorrect. Refer to the "Getting Started with My Oracle Support"

training for more information.

23. A best practice when conducting a patch search in My Oracle Support is to

"uncheck" the 'Exclude superseded patches' option. Mark for Review
(1) Points

True (*)
False

Correct
 24. A best practice when creating new Service Requests is to provide:
Mark for Review
(1) Points

A comprehensive problem description including loss of functionality,

sequence of events, known workarounds, and business impact (*)
Explanation of your role on your team and why you log Service
Requests
A list of solutions you reviewed in My Oracle Support
All of the Above
None of the above

Incorrect. Refer to the "Service Request Creation and Update"

training for more information.

25. The Knowledge Base in My Oracle Support is used exclusively by Oracle

Customers to research and update Service Requests and improve knowledge Mark for Review
content (1) Points

True
False (*)

Incorrect. Refer to the "MOS Searching and Browsing in Knowledge

Base" training for more information.

Previous Page 5 of 8 Next Summary

My Oracle Support
(Answer all questions in this section)

26. The Knowledge Base filter in My Oracle Support allows users to search by:
Mark for Review
(1) Points

Product and Task

Product, Task, and Release (*)
You can’t set filters in this search, just input search terms
Product

Correct

27. 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? Mark for Review
(1) Points

Create & Update (*)

 General user access that you receive by being assigned to a specific
Support Identifier
Download Patches plus a Support Identifier
Customer User Administrator role plus Create & Update
None of the above

Incorrect. Refer to the "Service Request Creation and Update"

training for more information.

Oracle Collaborative Support Program

(Answer all questions in this section)

28. Your system must meet the following requirements to be able to run Oracle
Web Conferencing Mark for Review
(1) Points

(Choose all correct answers)

1024 x 768 screen resolution (*)

Pop-up blocking must be disabled in your browser (*)
Internet Explorer 5.5 or later (*)
Windows 98 or later (*)
Microsoft Virtual Machine (VM) or Sun JRE (*)

Incorrect. Refer to the Collaborative Support Program Overview

training for more information.

29. Oracle Collaborative Support uses industry standard Secure Socket Layer, or
SSL, with 128-bit encryption for transmitting encrypted data securely. Mark for Review
(1) Points

True (*)
False

Correct

30. When you enroll for a free eSeminar, the Conference Key is sent through a
confirmation email. Mark for Review
(1) Points

True (*)
False
 Incorrect. Refer to the Collaborative Support Program Overview
training for more information.

Previous Page 6 of 8 Next Summary

How to Escalate a Service Request within Oracle Support
(Answer all questions in this section)

31. 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 (*)

Incorrect. Refer to the 'How to Escalate a Service Request within Oracle Support'
training for more information.

32. The most effective way to escalate a SR is to

Mark for Review
(1) Points

Update SR in My Oracle Support and then call into Support (*)

Via your Oracle Account Manager
Call into the Support Hotline number
Update the SR with escalation request via My Oracle Support

Incorrect. Refer to the 'How to Escalate a Service Request within Oracle Support'
training for more information.

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)

33. To define the difference between mediocre companies, Market Leaders:

Mark for Review
(1) Points

(Choose all correct answers)

Create world-class customer contact (*)

Know when to say no professionally to customer requests and providing alternate
solutions (*)
 Understand the difference between customer’s needs and wants (*)
Set reasonable and measureable expectations with their customers (*)
Understand the concept that business cannot exist without satisfied customers
who help sustain revenues (*)

Incorrect. Refer to the 'Customer Service Soft-skills Training Best Practices'

training for more information.

34. Benefits of Customer Soft-Skills training program will enable partners to:
Mark for Review
(1) Points

(Choose all correct answers)

Help to develop and improve skills communications (*)

Better understand customer expectations (*)
Achieve industry leadership (*)
Become recognized as part of a high performing organization (*)
Create a supreme ownership experience to their end customers (*)

Incorrect. Refer to the 'Customer Service Soft-skills Training Best Practices'

training for more information.

35. Superior Ownership Experience is all about relationships, trust, commitment,

communication, doing the right thing Mark for Review
(1) Points

True (*)
False

Correct

Previous Page 7 of 8 Next Summary

Customer Service Soft-skills Training Best Practices

(Answer all questions in this section)

36. Effective Communication skills are NOT essential in developing satisfied customers.
Mark for Review
(1) Points

True
False (*)
 Incorrect. Refer to the 'Customer Service Soft-skills Training Best Practices'
training for more information.

37. 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 Mark for Review
roadblocks are encountered. (1) Points

True (*)
False

Correct

38. 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 Mark for Review
similarities and common characteristics of your customers. (1) Points

True (*)
False

Correct

Previous Page 8 of 8 Summary