“Core Services” Field Delivery Support Consultant Assessment.pdf

Test: “Core Services” Field Delivery Support Consultant Assessment

Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct answer.

This 54-question assessment test is one of the final components of this Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Oracle core services courses. Passing a >80% of this assessment, as well as all other required online assessments and certification exams from your Field Delivery GLP makes you eligible to become a Field Delivery Support Consultant.

My Oracle Support Introduction (Answer all questions in this section)

1. You have a Hardware SI and your dashboard is NOT showing the Assets widget. What is the first step you should take to resolve this issue? Mark for Review

(1) Points

Select the "Contact Us" link in My Oracle Support and ask for help

Contact an Oracle colleague and ask for advice

Go to your "My Account" page and confirm if you have access to View Assets for the designated SI. If your Assets column says 'No Access', you will not be able to add the Assets widget (*)

Select 'Customize Page' on the My Oracle Support home page and make sure the Asset widget is displayed on your dashboard

None of the above

You need to have a hardware SI in order to even add the widget (if you have no access, you would not see this option)

2. As a user of My Oracle Support, you want to get the most value from the customizable dashboard layout. Which of the following are best practices to customize your layout and make it work for you? Select all that apply.

Mark for Review (1) Points

(Choose all correct answers)

Ask your CUA to suggest a layout

Reduce wasted time and frustration by organizing your dashboard to match your job role and product (*)

Consider modifying your dashboard any time your role changes or you have a new product interest (*)

Add as many widgets as you can to the dashboard to maximize what you see when you login

Do not customize what you see in the dashboard. When you first login to My Oracle Support, you have access to all the recommended widgets by default

This is a key benefit of the My Oracle Support interface. Take the time to organize the content exactly the way you want to see it and use it. Make it work for you.

3. My Oracle Support has pre-set dashboard configuration options based on role. For example, I can go to the Customize link and select "Hardware User" to automatically add the widgets to my dashboard associated with this user type


True

False (*)

Correct

4. The number of tabs you see in My Oracle Support depends on the Support Identifiers associated with your account. Mark for Review

(1) Points

True (*)

False

Incorrect

5. As a customer, you want to stay informed about ALL UPDATES to content related to My Oracle Support. Which of the following options is the best approach? Mark for Review

(1) Points

Follow @myoraclesupport on Twitter

Log a non-technical support Service Request and have the Oracle Support team tell you what is new

View the User Resource Center on your dashboard to see the latest content (mark it as a favorite) (*)

Subscribe to Hot Topics E-Mail > Articles and Information > Add Search for My Oracle Support (product), select "Knowledge Articles" and Apply your changes.

None of the above

You can follow us on Twitter or log a non-technical Service Request. However, our recommended best practice is to view My Oracle Support Resource Center, available on the dashboard or by searching 'My Oracle Support Resource Center'

Page 1 of 11 Next Summary




My Oracle Support Introduction (Answer all questions in this section)

6. My CUA is my first point of contact for any access issues I experience with My Oracle Support Mark for Review

(1) Points

True (*)

False

Incorrect

7. You would like to locate content about what changed in the LATEST My Oracle Support release. Which of the following statements best describes the steps you would follow?


Access 'My Oracle Support Resource Center' and view the Release Notes (*)

Search for 'Release Notes' in the Global Search and go through the different results.

Call Oracle and log a Service Request to ask what changes have been made.

Post a question in the 'Using My Oracle Support Community' asking what changes have been made in the last release

Correct

Knowledge Search and Browse (Answer all questions in this section)

8. Why would I want to review and update my current settings for Knowledge Preferences (Settings tab, My Account)? Mark for Review

(1) Points

Allows you to provide feedback to My Oracle Support on ways to improve the quality and content of the knowledge base

You can update your knowledge widgets to customize your dashboard

You can make specific choices to customize your search experience with options like number of search suggestions and default search source (*)

All of the above

None of the above

Incorrect

9. A common problem that Users experience in My Oracle Support when searching: User enters a key word in the Global Search box and views the results. User cannot find the right information due to the large volume of content returned with this approach.


True (*)

False

Correct

10. During the step-by-step flow, My Oracle Support will offer you suggested solutions as you define your problem. You have the option to 'turn off' these suggested solution results when you create a Service Request.


True (*)

False

Correct

Previous Page 2 of 11 Next Summary




Knowledge Search and Browse (Answer all questions in this section)

11. What is a Search Helper? Mark for Review

(1) Points

An option you can select under Knowledge Preferences

Voice-activated help feature that you can turn on in My Oracle Support

A new section in the Service Request process

Some products have created search helpers which allow you to identify where a product issue is occurring and then recommend documents based on your selection (*)

Correct

12. You are looking to install the Oracle E-Business Suite (EBS) product range. How would you find one document that outlines everything you need to know? Mark for Review

(1) Points

Post a question in the EBS Community asking where you can find a document with everything you need to know about EBS

Read the documentation on http://docs.oracle.com/cd/E18442_01/doc.651/e18053/ebs.htm

Search in the Global Search box with the term 'EBS'

Log a Service Request and ask for Oracle Support to send you the information

On the knowledge tab in My Oracle Support: select 'Search and Browse' and enter Oracle E-Business Suite and access the information center to view all the available content in one location (*)

The answer is based on the constraint of 'ONE document'; logging an SR or

posting a question is not searching for one document (that are other activities you can do to find content).

13. What is the best way to find content in My Oracle Support based on product? Mark for Review

(1) Points

Global Search bar

Use the 'Search & Browse' feature on the Knowledge tab and product-based information centers (*)

Post a thread in My Oracle Support Community

Check the Certifications tab

Incorrect

Patches and Updates (Answer all questions in this section)

14. From within My Oracle Support, select the best description of how to download the latest firmware patch for Netra Blade X3-2B Mark for Review

(1) Points

Patches and Updates > Advanced Search > Enter Netra Blade X3-2B > Select Release > Add a filter line Add Description is “Firmware” and view and download the results. (*)

Log a Service Request in My Oracle Support and ask for a link to the patch to download it.

From Global search enter Netra Blade X3-2B and Patch, select enter and from the

results select view the document follow the link to Oracle.com/technetwork/systems, Find and locate the Netra Blade X3-2B click the link to download the patch

From the My Oracle Support Community – Post a question to ask for the link to download the latest firmware patch for Netra Blade X3-2B

Correct

15. What are the best ways to download a patch? Please select all answers that apply. Mark for Review

(1) Points


Open a Service Request to ask Oracle Support to download the patch from this site

From my Patch Search Results > mouse-over the line (not patch number) and select the download option (*)

Search the knowledge base for an article on patching for your product and click the download links (*)

A user cannot directly download a patch from this site

From My Patch Search Results > click patch number > Download (*)

It is an option to ask Oracle Support to download a patch, but it is not a suggested best practice




Patches and Updates (Answer all questions in this section)

16. You have some questions about a recommended patch set for your products. What is the best practice for you to ask specific questions and get feedback? Mark for Review

(1) Points

Use Google to find out what recommended patches are available

Log a Service Request

Create a new thread in the appropriate patching community and discuss with the members of your community. (*)

Add the 'Recommended Patch Sets' widget to your dashboard

Use the Patch Search region on Patches & Updates tab, Product or Family (Advanced) search. Select release and type (Patchset) and search. Sort patches based on date to see the latest displayed first

Correct

17. I can use Patch Plans and Upgrade Plans without having Oracle Configuration Manager installed. Mark for Review

(1) Points

True

False (*)

Correct

18. Regardless of your specific Oracle products, the general process to download patches in My Oracle Support is the same Mark for Review

(1) Points

True (*)

False

Incorrect

19. A great resource for additional help in My Oracle Support is the 'context-sensitive' help located in the upper-right. You can view detailed answers to common questions about topics such as Patching.


True (*)

False

Incorrect

My Oracle Support Community (Answer all questions in this section)

20. Which of the following attributes describe the value of My Oracle Support Community? Mark for Review

(1) Points

Available to users 7x24x365. You can always engage in the global community at a convenient time in your work day

Each community is staffed with a special set of Oracle support engineers who engage exclusively with online questions

Leverage the shared experience of your peers and subject-matter experts to quickly expand your knowledge and awareness

Using communities allows you to bypass the standard Service Request creation process in My Oracle Support and fast-track your issues

Both 1 and 3 (*)

Correct






21. The same Oracle Support Engineers that resolve technical Service Requests also participate in My Oracle Support Community to share their knowledge and expertise as part of this trusted community.


True (*)

False

Correct

22. You want to post a question to a My Oracle Support Community; however, you cannot see the community you are interested in when you launch My Oracle Support Community and view the main page. How do you resolve this?


Ask your Customer User Administrator to grant you access to the community in

question and it will appear the next time you log in

Log a technical Support Request for assistance

Edit your subscriptions to include the desired community (*)

Post your question in the 'Using My Oracle Support' community

The only reason you cannot post to a specific community (topic area) is that you have not subscribed to it and you have your subscriptions turned on (which limits the view of available communities to you)

23. You can choose to receive email updates based on my community subscriptions. This is a great way to stay connected to the latest information being shared in the community.


True (*)

False

Correct

24. You recently created a new posting in My Oracle Support Community. When you go back to view it, you do not see it in the community where you thought you had posted it. What can you do to locate your posting?


Your posting was likely deleted by a moderator because it was in the wrong community and they frequently monitor

Log a Service Request

You can look on the Discussions tab (My Discussions) within My Oracle Support Community (*)

You can post another new thread and ask the community if they know what happened to your last posting

None of the above

If a posting is moved it’s due to the fact it is in the wrong community, the community administrators move the posting to the correct community to ensure the SME with the knowledge can answer your posting.

25. You heard about a new community and want to check it out. When you open My Oracle Support Community, you only see a few options listed in the 'Find a Community' pane on the left navigation. What do you need to do to access the complete list of available communities?


Ask your Customer User Administrator (CUA) to change your Community access

settings under My Account

What you see is being filtered by your subscriptions. Click the 'Subscriptions On' button on the menu bar to turn off subscriptions (remove content filters within Communities). You should immediately see the list of options appear. (*)

Go back into the My Oracle Support dashboard and select My Oracle Support Community again to refresh the view.

Log a non-technical Service Request

None of the above

Correct






26. If you have general questions about My Oracle Support and have not found answers in the help menu or in the knowledge base, a best practice is to post your question to 'Using My Oracle Support' Community.


True (*)

False

Correct

Using Support Best Practices for Hardware & Software (Answer all questions in this section)

27. Oracle Enterprise Manager Harvest Job is a collection tool that gathers information about your Oracle set-ups, configuration, and OS. You can automate this information transfer with Oracle


True (*)

False

Correct

28. The output of Oracle Configuration Manager (OCM) will list out the required firmware for your Oracle Systems products Mark for Review

(1) Points

True

False (*)

Correct

29. How is this type of collected data valuable to you? Mark for Review

(1) Points

It provides specific patching recommendations

The data collected provides an understanding of the configuration of Oracle software, revision levels, and the operating system and patching levels (*)

The data helps to determine how often you log Service Requests

The data links to certification information on the Certifications tab for operating systems

None of the above

Correct

30. If a customer or partner has a Hardware Support Identifier (SI), what permissions do general My Oracle Support Users need to view Assets in My Oracle Support? Mark for Review

(1) Points

SR Create & Update

None, it is available to all users

Asset-View access level (*)

CUA Access level

Correct





Using Support Best Practices for Hardware & Software (Answer all questions in this section)

31. From a hardware perspective, what are the benefits of downloading Oracle Services Tools Bundle and enabling Auto Service Request (ASR)? Mark for Review

(1) Points

Prevent known issues

Automatically log Service Requests

Create a fully qualified Service Request

All of the above (*)

None of the above

Correct

32. What is the best definition of a Fully Qualified Service Request? Mark for Review

(1) Points

A Service Request that provides just a few facts to get Oracle Support engaged

A Service Request must have attached log files to be Fully Qualified

Only Service Requests created by ASR are considered fully qualified

A Service Request logged by your CUA

A Service Request that has all the information included in the fields as well as appropriate diagnostic output attached so that the Oracle Support Engineer can immediately get started (*)

Correct

Oracle Support Policies (Answer all questions in this section)

33. What is the best approach to resolve the issue of not being able to download a specific patch for a Product (after the Support Date has passed). Mark for Review

(1) Points

Contact your Oracle Sales representative and purchase Extended Software support for your product that needs patching (*)

Contact your Oracle Sales representative and ask them to call Oracle Support and send you the patch

Google to see if the patch is available somewhere on the Internet

Log a Service Request and ask Oracle to send it to you

All of these answers are possible reactions to not being able to download a patch. The most correct answer is C as the product has passed its supported end date.

34. What are the best methods to stay informed about the latest information on Oracle Technical Support policies? Mark for Review

(1) Points


Search technical support on oracle.com and review the posted policy PDFs often (*)

Download the Oracle Technical Support Policies and use these as your reference guide

Search in My Oracle Support for 'Technical Support Polices' (*)

Log a Service Request and ask Support to provide information about support policies

All of the answers are possible options to stay informed about the Oracle Technical Support Policies; however, the best methods are 1 and 3.

35. What is the recommended way to locate content about the End Date of support for a product? Select all that apply. Mark for Review

(1) Points


Log a Service Request and request information about support dates

Access oracle.com and review the support PDF and search for support dates (*)

Call your Oracle Sales or Account Representative

Use the Certifications tab and review the support-specific content (*)

All of the answers are correct to some degree; however, the question is asking for the recommended way. As outlined in the videos, the recommended way is to use the Certifications tab or access the content on oracle.com and view the support PDFs for the latest content.





Oracle Support Policies (Answer all questions in this section)

36. What items are covered by your Premier Support Policy? Select all that apply. Mark for Review

(1) Points


Access to Oracle Engineers to perform mapping business requirements to product functionality

Access to Oracle Product knowledge and Oracle Product bug fixes (*)

Access to Oracle Support Engineers to de-code customized code and undertake script development

Access to new functionality included in Oracle Patches and Upgrades (*)

Access to My Oracle Support Community (*)

Correct

ESD (Answer all questions in this section)

37. Which of the following descriptions best defines ESD? Mark for Review

(1) Points

The sudden transfer, or discharge, of electricity from one object to another. (*)

Damage to system components due to the use of an incorrect power supply

The ability of a part to withstand a static charge without failure.

The failure of an item that would result in failure of the system.

Correct

38. Which of the following is NOT one of the rules for preventing ESD damage? Mark for Review

(1) Points

Handle electronic components only when you are properly grounded

Make sure your grounding straps are not in contact with your skin. (*)

Store and transport ESD-sensitive items in static-shielding containers

Keep items away from electronic components

Correct

39. Low humidity environments reduce the voltage generated from friction and moving, Mark for Review

(1) Points

True

False (*)

Correct

40. The leading cause of semiconductor failure is due to? Mark for Review

(1) Points

Incorrect power supply used with the system

Damage during shipments

Electrostatic discharge (*)

The increased use of 45nm technology in manufacturing semiconductors

Correct





ESD (Answer all questions in this section)

41. Why are ESD "soft failures" the most serious type of failures? Mark for Review

(1) Points

They represent 60% of failures

The damage is immediate and easily detected

They represent 40% of all failures

The damage is not immediately noticed or detected (*)

Correct

42. Which items generate static electricity? Mark for Review

(1) Points

Work surfaces

Clothing

People

All of the above (*)

Correct

43. Standing up can generate up to 1,400 volts. Mark for Review

(1) Points

True (*)

False

Correct

44. What is the difference between a soft failure and a hard failure? Mark for Review

(1) Points

Soft failures are easily detected and rapidly fixed. Hard failures are difficult to identify and fix.

Soft failures weaken components and is difficult to detect. Hard failures are easy to identify and trace back to ESD. (*)

Soft failures occurs in the software. Hard failures occurs in the hardware.

Hard failures represent 80% of all failures

Correct

ASR (Answer all questions in this section)

45. For which of the following event types does ASR create Service Requests? Mark for Review

(1) Points


File system full

Firmware needs to be updated

Power supply faults (*)

OS crash

Fan failures (*)

Incorrect.




This 54-question assessment test is one of the final components of this Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Oracle core services courses. Passing a >80% of this assessment, as well as all other required online assessments

and certification exams from your Field Delivery GLP makes you eligible to become a Field Delivery Support Consultant.


46. For assets managed by Oracle Service Delivery Partners:How can a team be notified when ASR creates Draft Service Requests? Mark for Review

(1) Points

Create a My Oracle Support user as the email list. Then, assign this user as the Contact for the ASR asset.

Use My Oracle Support to enter one or more email lists in the "Distribution Email List" field for the managed assets. (*)

Open an Oracle Service Request and ask for assistance.

Correct

47. For assets managed by Oracle Service Delivery Partners:What My Oracle Support Privileges are needed to manage ASR assets? (Activate, Add Contact, etc.) Mark for Review

(1) Points

Create Service Request privilege on the end-customer Support Identifer

Administrator privilege on the Partner Support Identifier (*)

View Asset privilege on the end-customer Support Identifier

Incorrect.

48. For assets managed by Oracle Service Delivery Partners:True or False: After receiving an ASR notification email that indicates that a draft Service Request has been created, the Partner must immediately use My Oracle Support to promote the Draft Service Request to a Technical Service Request.


True

False (*)

Incorrect. The Partner should only promote the Draft Service Request if they need Oracle Support assistance to resolve the problem.

49. Oracle customers can ony install one ASR Manager per Oracle Support Identifier. Mark for Review

(1) Points

True

False (*)

Incorrect. Customers can install multiple ASR Managers to meet their organization's needs.

50. For assets managed by Oracle Service Delivery Partners:Who can be a Contact for a Partner-managed ASR asset? Mark for Review

(1) Points

Oracle Field Engineer

My Oracle Support user with Create Service Request privilege on the end-customer Support Identifier

My Oracle Support user with "Create Service Request" and "View Asset" privileges on the Partner Support Identifer (*)

Correct




This 54-question assessment test is one of the final components of this Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Oracle core services courses. Passing a >80% of this assessment, as well as all other required online assessments and certification exams from your Field Delivery GLP makes you eligible to become a Field Delivery Support

Consultant.


51. For assets managed by Oracle Service Delivery Partners:What kind of Service Request does ASR create when faults are detected on Partner-managed ASR Assets? Mark for Review

(1) Points

On-Demand Service Request

Draft Service Request (*)

Technical Service Request

Correct

52. The ASR Manager uses a two-way encrypted connection to Oracle. Mark for Review

(1) Points

True

False (*)

Incorrect. The ASR Manager is one-way -- outbound-only to Oracle.

53. For assets managed by Oracle Service Delivery Partners:Who is responsible for approving ASR pending activations in My Oracle Support? Mark for Review

(1) Points

Oracle Field Engineer

Customer

Oracle Service Deliver Partner (*)

Correct

54. A pre-requisite for activting ASR for an asset is providing a Contact name in My Oracle Support. Which Support Identifier privileges are required for the My Oracle Support user selected as a Contact?



Create Service Request (*)

Administrator

View Asset (*)

Incorrect.

Previous Page 11 of 11 Summary



This 54-question assessment test is one of the final components of this Field Delivery Support Consultant guided

learning path. This assessment will allow you to test your knowledge level of the information learned from the

Oracle core services courses. Passing a >80% of this assessment, as well as all other required online assessments

and certification exams from your Field Delivery GLP makes you eligible to become a Field Delivery Support

Consultant.

Knowledge Search and Browse

(Answer all questions in this section)

11. What option(s) are available to filter search results in My Oracle Support? Select all

that apply. Mark for Review

(1) Points


PowerView (*)

Knowledge filter

Browse and Search option

Refinements (*)

Correct

12. PowerView is a type of search that you can use in place of Global Search Mark for Review

(1) Points

True

False (*)

Correct

13. What is a Search Helper? Mark for Review

(1) Points

A new section in the Service Request process

An option you can select under Knowledge Preferences

Voice-activated help feature that you can turn on in My Oracle Support

Some products have created search helpers which allow you to identify where a

product issue is occurring and then recommend documents based on your

selection (*)

Correct

Patches and Updates


14. From within My Oracle Support, select the best description of how to download the

latest firmware patch for Netra Blade X3-2B Mark for Review

(1) Points

From Global search enter Netra Blade X3-2B and Patch, select enter and from the

results select view the document follow the link to

Oracle.com/technetwork/systems, Find and locate the Netra Blade X3-2B click the

link to download the patch

Patches and Updates > Advanced Search > Enter Netra Blade X3-2B > Select

Release > Add a filter line Add Description is “Firmware” and view and download

the results. (*)

From the My Oracle Support Community – Post a question to ask for the link to

download the latest firmware patch for Netra Blade X3-2B

Log a Service Request in My Oracle Support and ask for a link to the patch to

download it.

Correct

15. What is a Patch Advisor? Mark for Review

(1) Points

A type of Lifecycle Advisor in My Oracle Support that co-locates patching

information in areas such as Upgrade Advisors and Patching & Maintenance

Advisors (*)

The Patch Advisor is the Readme file included with all Patches that provide

specific install information

A specific patch search in My Oracle Support that only focuses on patch

information

A tool that you can download that will analyze the patches on your system to

confirm you are on the latest patch set

None of the above

Correct








Consultant.

Patches and Updates


16. Regardless of your specific Oracle products, the general process to download patches

in My Oracle Support is the same Mark for Review

(1) Points

True (*)

False

Correct

17. I am looking to download the JD Edwards EnterpriseOne 9.1 patch. What is the most

correct method to do this? Mark for Review

(1) Points

Select Patches and Updates Tab > Quick Links JD Edwards > search for JD

Edwards EnterpriseOne > Release is 9.1, agree to license and select search (*)

Select Patches and Updates Tab > Advanced Search > Search for JD Edwards

EnterpriseOne > Release is 9.1 and select search

Select Patches and Updates Tab > Patch Plan > select my configuration > select

the release 9.1 > Select Analysis > download the patches after I read any

message displayed.

Log a Service Request with Oracle Support and ask for the Support Engineer to

send me the required patches.

Correct

18. I can use Patch Plans and Upgrade Plans without having Oracle Configuration Manager

installed. Mark for Review

(1) Points

True

False (*)

Correct

19. What products can use patch plans? Identify an answer within My Oracle Support with

the best description. Mark for Review

(1) Points

Database, Fusion Middleware, and Enterprise Manager (*)

Only products which have collector installed and configuration is being sent to

Oracle

You set this preference in My Account to identify patch plans you want to use

Database, Fusion Applications, Fusion Middleware and Cloud

All Oracle Products

Incorrect

My Oracle Support Community


20. What is a typical consequence of posting a product-specific question into the 'Using My

Oracle Support' Community? Mark for Review

(1) Points

A moderator for the community will directly email you to request that you remove

this question

The question will trigger an automatic email that alerts you to ask the question in

a different community

The moderator for the community will see that the question is not in the right

community and will attempt to find the right community for your question. This

impacts the time to resolution of your question (*)

None of the above

Correct








Consultant.

ASR


51. The ASR Manager uses a two-way encrypted connection to Oracle. Mark for Review

(1) Points

True

False (*)

Correct

52. Which of the follow data does ASR send to Oracle? Mark for Review

(1) Points


fault event code (*)

serial number (*)

hostname (*)

IP address

Incorrect.

53. For assets managed by Oracle Service Delivery Partners:How can a team be notified

when ASR creates Draft Service Requests? Mark for Review

(1) Points

Open an Oracle Service Request and ask for assistance.

Use My Oracle Support to enter one or more email lists in the "Distribution Email

List" field for the managed assets. (*)

Create a My Oracle Support user as the email list. Then, assign this user as the

Contact for the ASR asset.

Correct

54. For which of the following event types does ASR create Service Requests? Mark for Review

(1) Points


Firmware needs to be updated

Power supply faults (*)

File system full

OS crash

Fan failures (*)

Incorrect.

Previous Page 11 of 11 Summary

Documents

“Core Services” Field Delivery Support Consultant Assessment.pdf