oracle support 2

7/31/2019 oracle support 2

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Test: Oracle E-Business Suite Financial Management Support Specialist Assessment |||

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

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Top of Form| This 30 question assessment is the final component of the E-Business Suite Support Specialistguided learning path. | |

| Value of Support || (Answer all questions in this section) || | | | | || | 1. | Ecosystem Support consists of which of the following? | Mark for Review

(1) Points || | | | | || | | | Knowledge Management Tools || || | | | Web-based Support || || | | | Specialized Oracle Support Services || || | | | Grass-Roots Support|| || | | | Joint Escalation Teams (JET) (*) || || | | | | || | | | | | Incorrect. Refer to the Value of Support training for more

information. || || | | | | || | 2. | Extended Support continues for how many years after Premier Support? | Mark

for Review(1) Points |

| | | | | || | | | 3 Years (*) || || | | | 8 Years || || | | | 6 months || || | | | 1 Years || || | | | 15 Years || || | | | | || | | | | | Corrrect || || | | | | |


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| | 3. | Oracle will not be supporting the Linux OS? | Mark for Review(1) Points |

| | | | | || | | | True || || | | | False (*) |

| || | | | | || | | | | | Corrrect || || | | | | || | 4. | A Value of running HealthChecks is/are? | Mark for Review

(1) Points || | | | | || | | (Choose all correct answers) | || | | | | || | | | Reduced Cost (*) || || | | | Optimized System Performance (*) || || | | | Increased Risk || || | | | Active Problem Avoidance || || | | | None of the Above || || | | | | || | | | | | Incorrect. Refer to the Value of Support training for more

information. || || | | | | || | 5. | Configuration Support Manager can prepopulate a Service Request with

configuration data? | Mark for Review(1) Points |

| | | | | || | | | True (*) || || | | | False || || | | | | || | | | | | Corrrect || || | | | | || | 6. | ACS Solution Support Center provides which of the following service

offerings? | Mark for Review(1) Points |

| | | | | || | | (Choose all correct answers) | || | | | | |


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| | | | 24x7 Systems Monitoring (*) || || | | | Service Delivery Manager || || | | | Preventative Maintenance (*) || |

| | | | In-House Support Representation || || | | | High Speed Access || || | | | | || | | | | | Incorrect. Refer to the Value of Support training for more

information. || || | | | | ||| | | | | || Lifetime Support || (Answer all questions in this section) || | | | | || | 7. | While in Sustaining Support, the pricing is equal to pricing as if in Premier

Support | Mark for Review(1) Points |

| | | | | || | | | True (*) || || | | | False || || | | | | || | | | | | Corrrect || || | | | | || | 8. | In Applications Unlimited, Customer Driven Product Roadmaps represent more

of what to our customers? | Mark for Review(1) Points |

| | | | | || | | | More Choice || || | | | More Value || || | | | More Visibility (*) || || | | | More Time || || | | | All of the above || || | | | | || | | | | | Incorrect. Refer to the Lifetime Support training for more

information. |


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| || | | | | || | 9. | Lifetime Support is only Applicable to which of the following Oracle Products?| Mark for Review

(1) Points || | | | | |

| | | | JDEdwards || || | | | PeopleSoft || || | | | Oracle Ebusiness || || | | | Siebel|| || | | | All of the above (*) || || | | | | || | | | | | Corrrect || || | | | | || | 10. | Oracle has how many User Groups? | Mark for Review

(1) Points || | | | | || | | | 100+ || || | | | 400+ (*) || || | | | 50+ || || | | | 1,200+ || || | | | 1,000+ || || | | | | || | | | | | Corrrect || || | | | | |

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-------------------------------------------------Top of Form

| This 30 question assessment is the final component of the E-Business Suite Support Specialistguided learning path. | |

| Working Effectively With Support || (Answer all questions in this section) || | | | | || | 11. | Before raising a SR which of the following would you not need to do? | Mark


| | | | | || | | | Ensure you understand the business impact|| || | | | Run diagnostic tools || || | | | Set up an Oracle Collaborative Support session (*) || || | | | Check metalink for any resolutions to similar issues || || | | | | || | | | | | Correct || || | | | | || | 12. | What is a CSI number used to verify? | Mark for Review

(1) Points || | | | | || | | | Support Training undertaken || || | | | Whether OCS access is available || || | | | Whether diagnostics have been run || || | | | Eligibility for Support Services (*) || || | | | | || | | | | | Correct || || | | | | || | 13. | True or False? A SR should be escalated when the severity assigned does not

reflect the true business impact | Mark for Review(1) Points |

| | | | | || | | | True || || | | | False (*) || || | | | | |


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| | | | | | Correct || || | | | | || | 14. | If the impact of a problem has changed, for example the problem has now been

identified as risk to a project go-live, what should you do first? | Mark for Review(1) Points |

| | | | | || | | | Call your Partner Manager || || | | | Call the Oracle Customer Response Group || || | | | Review the current severity of the SR and request increase if appropriate

(*) || || | | | Escalate the SR || || | | | | || | | | | | Correct || || | | | | || | 15. | Which of the following does not apply to the Soft Close (SCL) Status? | Mark


| | | | | || | | | Changes automatically to HCL after 14 days || || | | | Signifies that the SR has been open for more than 30 days || || | | | SR can still be updated by the customer (*)|| || | | | Signifies that a solution has been provided || || | | | | || | | | | | Incorrect, refer to the Working Effectively with Oracle

training for more information|| || | | | | || | 16. | What does escalating a SR mean? | Mark for Review

(1) Points || | | | | || | | | Referring to your Oracle Account Manager|| || | | | Bringing Support management attention to the problem (*) || || | | | Arranging on-site assistance|| || | | | Increasing the severity || || | | | | |


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| | | | | | Correct || || | | | | ||| | | | | || Making the most of Metalink |

| (Answer all questions in this section) || | | | | || | 17. | What does Secure Enterprise Search enable you to do? | Mark for Review

(1) Points || | | | | || | | | SES enables you to filter incoming messages || || | | | SES puts you in direct contact with Oracle support || || | | | SES enables you to search a subset of Oracle Product Documentation,

OTN, and Oracle.com from within MetaLink. (*) || || | | | SES allows you to open secure forums to communicate issues || || | | | | || | | | | | Corrrect || || | | | | || | 18. | How do you set up your preferences to "PUSH" information to yourself?| Mark for Review

(1) Points || | | | | || | | | Navigate to Profile, preferences, add and personalize your settings. (*)|| || | | | Submit a Metalink Service Request || || | | | Press the 'Push' button || || | | | Enter preference info into Email Matrix || || | | | None of these || || | | | | || | | | | | Incorrect. Refer to the Metalink training for more

information. || || | | | | || | 19. | What is the maximum number of SR profiles can you set up? | Mark for

Review(1) Points |

| | | | | || | | | 25 |


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| || | | | 5 || || | | | 10 (*)|| || | | | 50 |

| || | | | 1 || || | | | | || | | | | | Incorrect. Refer to the Metalink training for more

information. || || | | | | ||| | | | | || Configuration Support Manager || (Answer all questions in this section) || | | | | || | 20. | What do product alerts provide you with? | Mark for Review

(1) Points || | | | | || | | (Choose all correct answers) | || | | | | || | | | Critical alerts associated with a configuration. (*) || || | | | Links to documentation. (*) || || | | | Links to the bug description. (*) || || | | | | || | | | | | Corrrect || || | | | | |

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| Configuration Support Manager || (Answer all questions in this section) || | | | | |

| | 21. | When creating manual configurations, how is the organisation name populated?| Mark for Review(1) Points |

| | | | | || | | | It's created by the Metalink administrator. || || | | | You can type it in yourself. || || | | | The organisation name is not included in a manual configuration. || || | | | It's automatically filled in based on the CSI. (*) || || | | | It's automatically filled in by the auto-config manager. || || | | | | || | | | | | Corrrect || || | | | | || | 22. | What should you do if the "create new config" button is not available? | Mark


| | | | | || | | | Contact your Metalink administrator (*) || || | | | Log an SR with Oracle || || | | | Change your Metalink profile || || | | | Log in with a different CSI || || | | | All of these || || | | | | || | | | | | Incorrect. Refer to the CSM training for more

information. || || | | | | || | 23. | How often does OCM collect the auto-config data? | Mark for Review

(1) Points || | | | | || | | | As often as you want - you can set it up as a batch process. || || | | | Every 24 hours (*) |


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| || | | | Every time you log an SR against that configuration. || || | | | Once a week || || | | | You run the auto-config manually. |

| || | | | | || | | | | | Incorrect. Refer to the CSM training for more

information. || || | | | | || | 24. | What is included in a configuration? | Mark for Review

(1) Points || | | | | || | | (Choose all correct answers) | || | | | | || | | | Business data || || | | | User login data || || | | | Operating system information (*) || || | | | Hardware details (*) || || | | | Software versions (*) || || | | | | || | | | | | Corrrect || || | | | | ||| | | | | || Maintenance Wizard|| (Answer all questions in this section) || | | | | || | 25. | The Maintenance Wizard supported by Oracle Support and can you open a

Service Request against the Maintenance Wizard via MetaLink? | Mark for Review(1) Points |

| | | | | || | | | True (*) || || | | | False || || | | | | || | | | | | Corrrect || || | | | | || | 26. | To ensure data security, can you use any of the following in the Maintenance


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Wizard process? | Mark for Review(1) Points |

| | | | | || | | (Choose all correct answers) | || | | | | || | | | Local Scripting |

| || | | | Secured Shell Scripting (*) || || | | | Remote Scripting (*) || || | | | Unsecured Shell Scripting || || | | | | || | | | | | Incorrect. Refer to the Maintenance Wizard training for

more information. || || | | | | ||| | | | | || Remote Diagnosti Agent (RDA) || (Answer all questions in this section) || | | | | || | 27. | Using _________ file when viewed in a Web Browser is a convienient way to

view the RDA reported information?| Mark for Review(1) Points |

| | | | | || | | | RDA_Start.htm (*) || || | | | Menu.htm || || | | | View_All.htm || || | | | RDA_Reports.htm || || | | | None of the Above || || | | | | || | | | | | Corrrect || || | | | | || | 28. | RDA can be found in MetaLink under which of the following tabs? | Mark


| | | | | || | | | Forums || || | | | Patches and Updates || |


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| | | | Home|| || | | | Customer Support Configuration || || | | | Knowledge (*) || |

| | | | | || | | | | | Corrrect || || | | | | ||| | | | | || Support Diagnostics || (Answer all questions in this section) || | | | | || | 29. | What is the master MetaLink note to reference that contains Support

Diagnostics information? | Mark for Review(1) Points |

| | | | | || | | | MetaLink Note 167000.5 || || | | | MetaLink Note 7000.1 || || | | | MetaLink Note 168000.1 || || | | | MetaLink Note 167000.1 (*) || || | | | | || | | | | | Corrrect || || | | | | || | 30. | How often are updates released for Support Diagnostics? | Mark for Review

(1) Points || | | | | || | | | Bi-Monthly (*) || || | | | Quarterly || || | | | Yearly || || | | | Weekly || || | | | Monthly || || | | | | || | | | | | Incorrect. Refer to the Support Diagnostic Tools training

for more information. || || | | | | |


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Test: Oracle E-Business Suite Human Capital Management Support Specialist Assessment |||


-------------------------------------------------Top of Form


| Value of Support || (Answer all questions in this section) || | | | | || | 1. | Maintenance Wizard is a support tool for Siebel based products? | Mark for

Review(1) Points |

| | | | | || | | | True || || | | | False (*) || || | | | | || | | | | | Corrrect || || | | | | || | 2. | Advanced Customer Services provide personalized support above and beyond

Premier Support | Mark for Review(1) Points |

| | | | | || | | | True (*) || || | | | False || || | | | | || | | | | | Corrrect || || | | | | || | 3. | A Value of running HealthChecks is/are? | Mark for Review

(1) Points || | | | | || | | (Choose all correct answers) | |


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| | | | | || | | | Reduced Cost (*) || || | | | Optimized System Performance (*) || || | | | Increased Risk |

| || | | | Active Problem Avoidance || || | | | None of the Above || || | | | | || | | | | | Corrrect || || | | | | || | 4. | Ecosystem Support consists of which of the following? | Mark for Review

(1) Points || | | | | || | | | Specialized Oracle Support Services || || | | | Joint Escalation Teams (JET) (*) || || | | | Knowledge Management Tools || || | | | Grass-Roots Support|| || | | | Web-based Support || || | | | | || | | | | | Corrrect || || | | | | || | 5. | The Global Support Infrastructure is made up of which of the following?| Mark for Review

(1) Points || | | | | || | | (Choose all correct answers) | || | | | | || | | | 20,000 Software Developers || || | | | 12X5 Mission Critical Support || || | | | 24X7 Mission Critical Support (*) || || | | | 7000+ Support Professionals (*) || || | | | 50 Local Languages || || | | | | |


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| | | | | | Corrrect || || | | | | || | 6. | Configuration Support Manager can prepopulate a Service Request with

configuration data? | Mark for Review(1) Points |

| | | | | || | | | True (*) || || | | | False || || | | | | || | | | | | Corrrect || || | | | | ||| | | | | || Lifetime Support || (Answer all questions in this section) || | | | | || | 7. | Year 6 has a what % uplift over the current Premier support fee. | Mark for

Review(1) Points |

| | | | | || | | | 5% || || | | | 2% || || | | | 10% (*) || || | | | 15% || || | | | 20% || || | | | | || | | | | | Corrrect || || | | | | || | 8. | Certifications with New Third Party Products/Versions is covered under which

level(s) of support? | Mark for Review(1) Points |

| | | | | || | | | Premier Support (*) || || | | | Extended Support || || | | | Lifetime Support || || | | | Premier & Extended Support |


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| || | | | None of the Above || || | | | | || | | | | | Corrrect || |

| | | | | || | 9. | Extended Support is provided for an additional how many years after PremierSupport ends? | Mark for Review(1) Points |

| | | | | || | | | 3 years (*) || || | | | No limit || || | | | 8 Years || || | | | 1 Year || || | | | 5 years || || | | | | || | | | | | Corrrect || || | | | | || | 10. | Which of the following are modules of Oracle Premier Support? | Mark for

Review(1) Points |

| | | | | || | | (Choose all correct answers) | || | | | | || | | | Global Support Outerstructure || || | | | Ecosystem Support (*) || || | | | Lifetime Support (*) || || | | | Product Enhancement and Updates (*) || || | | | Proactive Automated Support (*) || || | | | | || | | | | | Corrrect || || | | | | |

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| || ||

Test: Oracle E-Business Suite Human Capital Management Support Specialist Assessment ||

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

-------------------------------------------------Top of Form


| Working Effectively With Support || (Answer all questions in this section) || | | | | || | 11. | Which of the following status codes means the action is with the customer?| Mark for Review

(1) Points || | | | | || | | | 1st Callback (1CB) || || | | | Development (DEV)|| || | | | Work in Progress (WIP) || || | | | Sleep (SLP) (*) || || | | | | || | | | | | Correct || || | | | | || | 12. | What types of diagnostics tests are there? | Mark for Review

(1) Points || | | | | || | | (Choose all correct answers) | || | | | | || | | | Applications || || | | | Setup (*) || || | | | Database || || | | | Activity (*) || || | | | Collection (*) || || | | | | |


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| | | | | | Corrrect || || | | | | || | 13. | Which of the following do you require to register for access to Metalink?| Mark for Review

(1) Points |

| | | | | || | | | Bug number || || | | | SR Number || || | | | CSI Number (*) || || | | | TAR number || || | | | | || | | | | | Correct || || | | | | || | 14. | Who retains ownership of the SR? | Mark for Review

(1) Points || | | | | || | | | Oracle retains ownership throughout || || | | | Shared ownership throughout (*) || || | | | Starts with Partner and then moves back and forth || || | | | Starts with Oracle and then moves back and forth || || | | | | || | | | | | Incorrect, refer to the Working Effectively with Oracle

training for more information|| || | | | | || | 15. | What is included in a setup report? | Mark for Review

(1) Points || | | | | || | | (Choose all correct answers) | || | | | | || | | | Parallel Concurrent Processing Information || || | | | Errors & warnings (*) || || | | | Journal Closing Details || || | | | Versions (*) || || | | | Workers processes information |


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| || | | | | || | | | | | Corrrect || || | | | | || | 16. | True or False? The most effective way to escalate a SR is to contact your Oracle

Partner Manager | Mark for Review(1) Points || | | | | || | | | True || || | | | False (*) || || | | | | || | | | | | Correct || || | | | | ||| | | | | || Making the most of Metalink || (Answer all questions in this section) || | | | | || | 17. | How far back can you search for Service Requests? | Mark for Review

(1) Points || | | | | || | | | 5 Years || || | | | 7 Days || || | | | 30 Days || || | | | 365 Days (*) || || | | | 90 Days || || | | | | || | | | | | Corrrect || || | | | | || | 18. | What does Secure Enterprise Search enable you to do? | Mark for Review

(1) Points || | | | | || | | | SES enables you to filter incoming messages || || | | | SES allows you to open secure forums to communicate issues || || | | | SES puts you in direct contact with Oracle support || || | | | SES enables you to search a subset of Oracle Product Documentation,


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OTN, and Oracle.com from within MetaLink. (*) || || | | | | || | | | | | Corrrect || || | | | | |

| | 19. | You can find out when your CSI license expires by Navigating to Profile -Licenses - and click on Show hyperlink next to your Support Identifier | Mark for Review(1) Points |

| | | | | || | | | True (*) || || | | | False || || | | | | || | | | | | Corrrect || || | | | | ||| | | | | || Configuration Support Manager || (Answer all questions in this section) || | | | | || | 20. | Where should support agent be installed? | Mark for Review

(1) Points || | | | | || | | | On every machine on which the customer wants automically refreshed

configurations. (*) || || | | | On the applications server. || || | | | On the web server. || || | | | On every PC.|| || | | | On the database server. || || | | | | || | | | | | Corrrect || || | | | | |

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Test: Oracle E-Business Suite Human Capital Management Support Specialist Assessment |||


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Top of Form| This 30 question assessment is the final component of the E-Business Suite Support Specialistguided learning path. | |

| Configuration Support Manager || (Answer all questions in this section) || | | | | || | 21. | When creating manual configurations, how is the organisation name populated?| Mark for Review

(1) Points || | | | | || | | | It's created by the Metalink administrator. || || | | | It's automatically filled in by the auto-config manager. || || | | | It's automatically filled in based on the CSI. (*) || || | | | You can type it in yourself. || || | | | The organisation name is not included in a manual configuration. || || | | | | || | | | | | Corrrect || || | | | | || | 22. | What do product alerts provide you with? | Mark for Review

(1) Points || | | | | || | | (Choose all correct answers) | || | | | | || | | | Critical alerts associated with a configuration. (*) || || | | | Links to documentation. (*) || || | | | Links to the bug description. (*) || || | | | | || | | | | | Corrrect || || | | | | || | 23. | What are the different types of configurations? | Mark for Review

(1) Points || | | | | |


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| | | (Choose all correct answers) | || | | | | || | | | Manually entered (*) || || | | | Automatically generated by RDA (*) || |

| | | | Auto collected (*) || || | | | Configs associated with projects || || | | | All of these || || | | | | || | | | | | Corrrect || || | | | | || | 24. | What time of day does OCM collect auto-config data? | Mark for Review

(1) Points || | | | | || | | | Whenever you want because you have to run the auto-config manually.|| || | | | At 3am. || || | | | You can specify the time when setting up the batch process. || || | | | The same time of day as you installed CSM. (*) || || | | | At midnight. || || | | | | || | | | | | Incorrect. Refer to the CSM training for more

information. || || | | | | ||| | | | | || Maintenance Wizard|| (Answer all questions in this section) || | | | | || | 25. | You can not Customize the Maintenance Wizard process by adding tasks in the

Upgrade plan?| Mark for Review(1) Points |

| | | | | || | | | True || || | | | False (*) || || | | | | |


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| | | | | | Corrrect || || | | | | || | 26. | The Maintenance Wizard supported by Oracle Support and can you open a

Service Request against the Maintenance Wizard via MetaLink? | Mark for Review(1) Points |

| | | | | || | | | True (*) || || | | | False || || | | | | || | | | | | Corrrect || || | | | | ||| | | | | || Remote Diagnosti Agent (RDA) || (Answer all questions in this section) || | | | | || | 27. | Most Customers currently use RDA in which of the following ways? | Mark


| | | | | || | | | Proactively || || | | | Reactively (*) || || | | | | || | | | | | Corrrect || || | | | | || | 28. | RDA can be found in MetaLink under which of the following tabs? | Mark


| | | | | || | | | Home|| || | | | Forums || || | | | Patches and Updates || || | | | Knowledge (*) || || | | | Customer Support Configuration || || | | | | || | | | | | Corrrect || |


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| | | | | ||| | | | | || Support Diagnostics || (Answer all questions in this section) || | | | | |

| | 29. | What types of Support Diagnostic tests are available? | Mark for Review(1) Points || | | | | || | | (Choose all correct answers) | || | | | | || | | | Activity (*) || || | | | Assessment || || | | | Impact || || | | | Setup (*) || || | | | Collection (*) || || | | | | || | | | | | Corrrect || || | | | | || | 30. | How often are updates released for Support Diagnostics? | Mark for Review

(1) Points || | | | | || | | | Quarterly || || | | | Weekly || || | | | Monthly || || | | | Bi-Monthly (*) || || | | | Yearly || || | | | | || | | | | | Corrrect || || | | | | |

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What types of configuration can you run product alerts against? | Mark for Review(1) Points |

| | | | | || | | (Choose all correct answers) | || | | | | || | | | RDA generated (*) |

| || | | | Auto-configuration (*) || || | | | Manually entered || || | | | None of these || || | | | All of these || || | | | | || | | | | | Incorrect. Refer to the CSM training for more

information. || |

You access Support Diagnostics by logging into the eBusiness Suite and choosing "Oracle DiagnosticsTool" responsibility. | Mark for Review(1) Points |

| | | | | || | | | True (*) || || | | | False || || | | | | || | | | | | Incorrect. Refer to the Support Diagnostic Tools training

for more information. || |

Documents

oracle support 2