1.

It is a
Question à revoir
recommended
(1) Points
best practice
to automate
the full details
from your
Service
Request
updates in
email. How
can you
receive the
full Service
Request
update in an
email?

The CUA performs this step after the User enables SR

Details: Administrative, Support Identifiers, Service
Request Details in Email. The feature is now fully enabled.

My Oracle Support user performs this step:

Personalization, Service Request Details in Email Turn On.
The feature is now fully enabled.

This is a one-step process that the CUA completes under

Administrative functions in My Oracle Support

A two-step process is required: The CUA can ONLY

perform the SR Details update on the SI (and then the
User enables this feature under My Account) (*)

None of the above

Incorrect

2. Joe is a CUA for his company. His team members are globally
Question à revoir
located (and so are his assets). As a result, he has multiple SIs
(1) Points
and is struggling to easily manage the SIs and assets. What
feature in My Oracle Support can help him?

There is nothing available in My Oracle Support. Joe has

to call his Oracle Sales Representative to get this fixed.
 Joe can make use of the features in Administrative,
Support Identifiers to Create New SI where he can co-
locate users and assets. (*)

Joe has to log a Non Technical Service Request and Oracle

Support will set up a new SI for him.

None of the above

Correct

3. The Customer User Administrator (CUA) can manage access

Question à revoir
levels for other CUAs for the SAME Support Identifier (SI).
(1) Points

Vrai (*)

Faux

Incorrect

4. Oracle Support manages roles and responsibilities for all users

Question à revoir
associated to a Support Identifier in My Oracle Support.
(1) Points

Vrai

Faux (*)

Correct

5. A Support Identifier (SI) is a numeric value that identifies the

Question à revoir
products your company has purchased. It is required to access
(1) Points
My Oracle Support.

Vrai (*)

Faux
 Correct

6. Who approves End Users and sets their access levels for My
Question à revoir
Oracle Support?
(1) Points

Oracle Support

Your Organization

Your Customer User Administrator (CUA) (*)

You do not need approval for access

None of the above

Correct

My Oracle Support Introduction

(Répondez à toutes les questions de cette section.)

7. As a user of My Oracle Support, you want to get the most

Question à revoir
value from the customizable dashboard layout. Which of the
(1) Points
following are best practices to customize your layout and
make it work for you? Select all that apply.

(Choisir toutes les réponses correctes)

Consider modifying your dashboard any time your role

changes or you have a new product interest (*)

Do not customize what you see in the dashboard. When

you first login to My Oracle Support, you have access to
all the recommended regions by default
 Reduce wasted time and frustration by organizing your
dashboard to match your job role and product (*)

Add as many regions as you can to the dashboard to

maximize what you see when you login

Ask your CUA to suggest a layout

Correct

8. You are an end customer of an Oracle Partner and you would

Question à revoir
like to have access to My Oracle Support. Which of the
(1) Points
suggested outcomes definitely apply to your scenario? Select
all answers that may apply.

(Choisir toutes les réponses correctes)

Partner will approve me for all access so I can use My

Oracle Support like a direct customer

Partner will approve me for Asset and SR Creation as I

have to maintain our systems

Partner may choose NOT to allow me any access; they

have the relationship with Oracle, and I call them for
assistance (*)

Partner may allow me to view knowledge and interact

with My Oracle Support Community (*)

None of the above

Partner may choose NOT to allow

the customer to interact directly
with My Oracle Support depending
on the type of relationship they
have with the end customer.

9. You believe your account is associated with a Hardware SI

Question à revoir
(but your dashboard is NOT showing the Assets region). What
(1) Points
steps should you take to resolve?
 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 validate that you have

access to View Assets for the designated SI. By design, the
Assets region is ONLY available to hardware customers.

Select Customize on the My Oracle Support home page

and make sure the Asset widget is available to select for
your dashboard, and select it.

Both 3 and 4. (*)

Correct

10. The number of tabs you see in My Oracle Support depends on

Question à revoir
the Support Identifiers associated with your account.
(1) Points

Vrai (*)

Faux

Incorrect

11. Once I have access to My Oracle Support, my CUA is my first

Question à revoir
point of contact for any access issues I experience with My
(1) Points
Oracle Support.

Vrai (*)

Faux

Correct

12. Sam is a new user to My Oracle Support and wants to be more

Question à revoir
proactive in how he supports his products. What
(1) Points
 recommended option should Sam follow to meet his
objective?

From the Knowledge tab, Sam can select Get Proactive

under Knowledge Links.

Sam can bookmark the Get Proactive Portfolio 432.1 and

access this at any time.

Sam can post a question on Using My Oracle Support

about how to be more proactive.

Sam can take the Level 2 Accreditation Course for the

products he supports to validate his knowledge of
proactive approaches and solutions.

All of the above (*)

Correct

Knowledge Search and Browse

(Répondez à toutes les questions de cette section.)

13. Tom is always looking to improve his productivity. He often

Question à revoir
searches in My Oracle Support and spends time each week
(1) Points
reviewing his search results. A colleague recommended that
he set up and use PowerViews to help filter and focus his
information needs. What can Tom accomplish by creating a
PowerView?

He can replace the global search functionality by creating

a PowerView

He can create a PowerView for a specific product, and

turn it on when needed to automatically filter Knowledge
and other regions. He can also create multiple
PowerViews to display information that he needs for
different products. (*)
 He can automate information updates to his email as
each PowerView has the option to trigger an email when
specified content is updated.

None of the above

Correct

14. A common problem that Users can experience in My Oracle

Question à revoir
Support when searching: The user ONLY enters a single word
(1) Points
in the global search box for the search and gets a huge list of
possible results. User cannot quickly or easily find the desired
information, although it may be in the results.

Vrai (*)

Faux

Correct

15. When you type a search string into the global search bar (on
Question à revoir
any tab), your search results are usually provided on the
(1) Points
Knowledge tab unless you search for a specific Service
Request number.

Vrai (*)

Faux

Incorrect

16. You will often see terms such as Search Helper or Search
Question à revoir
Assistant (or both of these terms) in a title. What service are
(1) Points
these features providing?

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

Oracle Support
 A new section in the Service Request process

An option you can select under Knowledge Preferences

A search helper or search assistant is a guided path to a

known solution (*)

Correct

17. You want to maximize your search approach in My Oracle

Question à revoir
Support to make sure you find relevant content quickly and
(1) Points
easily. How many search terms should you use?

Only use ONE search term to ensure you get all possible
replies

You should include 5 search terms for the best possible

result

There is no exact number. You should enter a phrase

(rather than a single term). If you are looking to include a
specific term (i.e., My Oracle Support Training), use
quotes around the full term you want included (*)

More than 10 search terms is recommended

Correct

18. During SR Creation flow, My Oracle Support will offer you

Question à revoir
suggested solutions as you define your problem. You have the
(1) Points
option to turn off these suggested solution results (My
Account, Knowledge Preferences), although it is a
recommended best practice to leave the suggestions turned
on.

Vrai (*)

Faux

Correct
Product Certifications

(Répondez à toutes les questions de cette section.)

19. Your team is planning to upgrade your Oracle E-Business Suite

Question à revoir
installed product. You are a couple releases behind the latest
(1) Points
version. You can use the Certifications search to compare
certifications for multiple releases to make a recommendation
to your team.

Vrai (*)

Faux

Correct

20. You type a search for Oracle E-Business Suite, Release 12.2.4,
Question à revoir
and leave Platform as ANY. Your Certification search results
(1) Points
will show a list of Oracle-E-Business Suite 12.2.4 certifications
with components like Operating Systems, Application Servers,
and Databases. You will be able to drill into the details using
the links under Number of Releases and Versions.

Vrai (*)

Faux

Correct

21. The Certifications tab in My Oracle Support is able to directly

Question à revoir
answer most of your certification questions. The exception is
(1) Points
older information that may not be included.

Vrai (*)
 Faux

Correct

22. What is the definition of a certification?

Question à revoir
(1) Points

A combination of Oracle and third-party products,

operating systems, or hardware that Oracle believes
should work together

A combination of Oracle and third-party products,

operating systems, or hardware that Oracle has tested
and should work together. (*)

A testing matrix that Oracle provides via the Certifications

tab that allows you to compare combinations of Oracle
and third-party products

None of the above

Correct

23. The Support Information provided by the Certifications search

Question à revoir
does NOT include Ongoing Support information related to
(1) Points
availability of patches for your product.

Vrai

Faux (*)

Correct

24. What does the Certifications tab in My Oracle Support provide

Question à revoir
to the user?
(1) Points
 A quick way to log Service Requests related to
Certification questions.

This tab is only available to you in My Oracle Support if

you purchase a special support contract. The average
user does not have access.

Access to product certification information (*)

None of the above

Correct

Patches and Updates

(Répondez à toutes les questions de cette section.)

25. Patch Plans are available for all products and do NOT require
Question à revoir
the use of configurations.
(1) Points

Vrai

Faux (*)

Correct

26. The product name used by the patch system in My Oracle

Question à revoir
Support is the same as the product name used for service
(1) Points
requests or the Knowledge base. To find the product name,
start entering the product name that you are looking for in
the Product box and the product selector will narrow down
the choices to help you find the right product

Vrai (*)

Faux
 Correct

27. Regardless of your specific Oracle products, the general

Question à revoir
process to download patches in My Oracle Support is usually
(1) Points
the same.

Vrai (*)

Faux

Correct

28. Your colleague, Jane, needs to find a patch in My Oracle

Question à revoir
Support. She wants to know a fast and easy way to locate a
(1) Points
patch for Primavera. You recommend that she click on the
Patches & Updates tab and then use the Product or Family
search. She can input the product name and use the filters to
search.

Vrai (*)

Faux

Correct

29. What approach would you take to find out about Oracle
Question à revoir
recommended patch sets for your product?
(1) Points

Use the Patch Advanced Search, selecting product and

release of interest, and checking the (Show
recommended patches only) checkbox (*)

Use Google to find out what recommended patches are

available

Create a new discussion in the appropriate patching

community and ask your trusted network
 Add the Recommended Patch Sets region to your
dashboard

Log a Service Request

Correct

30. You are relatively new to patching your Oracle Product.

Question à revoir
Where can you get additional clarification on My Oracle
(1) Points
Support functionality related to patching?

Log a technical Service Request to ask for advice on

patching

From the Patches & Updates tab, select the help link
(upper right) to view patching-related information like
Patch Searches and Patch Details (*)

Use the General Patch Questions region on the Patches &

Updates tab and locate the general patch questions link
and type in your question

Log a non-technical service request to get a brief demo

from Oracle Support on patching

Correct

31.You
Question à revoir
recently
(1) Points
created a
new
discussion
in My
Oracle
Support
Community.
When you
go back to
view it, you
do not see
it in the
community
where you
posted it.
What is the
best
approach to
locate your
discussion?

Your posting was likely deleted by a moderator because it

was in the wrong community. You should post it again.

Log a Service Request

View your profile and click Content and you will see all the
questions you have posted (*)

Create a new discussion and ask the community if they

know what happened to your last discussion

None of the above

Correct

32. The same Oracle Support Engineers that resolve technical

Question à revoir
Service Requests also participate in My Oracle Support
(1) Points
Community to share their knowledge and expertise as part of
this trusted community.

Vrai (*)

Faux

Correct

33. You want to post a question to a My Oracle Support

Question à revoir
Community. How do you locate the correct community for your
(1) Points
product and type of question?

Post your question in the Using My Oracle Support

community to make sure as many users as possible can
view it.
 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

Using the Navigation Banner, select your product, then

drill down into a specific sub-space related to your
question. Ask your question to the sub-space and it will be
reviewed by users with the right product knowledge to
help (*)

Correct

34. As an experienced user, you are familiar with spaces and sub-
Question à revoir
spaces in Community. Is the following example correct? Oracle
(1) Points
Database (MOSC) is a top-level space and Database Networking
(MOSC) is the sub-space you select to post a database
networking question.

Vrai (*)

Faux

Correct

35. If you have general questions about My Oracle Support and

Question à revoir
have not found answers in the help menu or in the knowledge
(1) Points
base, a best practice is to post your question to Using My
Oracle Support Community.

Vrai (*)

Faux

Correct
 36. You have a question regarding Oracle Database. You are new to
Question à revoir
the community framework and are not sure how to locate a
(1) Points
relevant Database-oriented community. What is your best
approach? Check all that apply.

(Choisir toutes les réponses correctes)

Open a non-technical Service Request

Post this question in the Using My Oracle Support

Community

Using the banner navigation, click the Space List down

arrow, locate the Oracle Database MOSC space and click it
view the related sub-spaces (*)

You can type in your Database question in the search bar

and drill into likely answers to identify a Database
Community for your area of interest. (*)

Correct

Best Practices for Hardware and Software

(Répondez à toutes les questions de cette section.)

37. The output of Oracle Configuration Manager (OCM) will list out
Question à revoir
the required firmware for your Oracle Systems products.
(1) Points

Vrai

Faux (*)

False, as OCM is for Oracle Software

38. For the supported products, what are the benefits of installing
Question à revoir
and using Oracle Configuration Manager (OCM)?
(1) Points

Monitor changes and review health checks

Use the Upgrade Planner

Create fully qualified Service Requests

View Reports

All of the above (*)

Correct

39. What is the best definition of a Fully Qualified Service Request?

Question à revoir
(1) Points

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 (*)

A Service Request must have attached log files to be fully

qualified

A Service Request that provides just a few facts to get

Oracle Support engaged

Only Service Requests created by ASR are considered fully

qualified

A Service Request logged by your CUA

Correct

40. Why does Oracle Support ask for configuration data?

Question à revoir
(1) Points

Oracle Support does not ask for configuration data

 The data 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

None of the above

Correct

41. On the Systems tab, you can view Health Recommendations

Question à revoir
BEFORE you enable a collection mechanism.
(1) Points

Vrai

Faux (*)

Correct

42. To install Auto Service Request (ASR), you need to validate all
Question à revoir
of the following: User has Assets access level in My Oracle
(1) Points
Support, there is an instance of AR manager installed on the
network, asset is ASR qualified, ASR install process can be
performed on the asset, ASR activation process has been
completed by associating a contact in My Oracle Support, and
Service Tools Bundle is installed.

Vrai (*)

Faux

Correct

Create and Manage Service Requests

(Répondez à toutes les questions de cette section.)

43. Which of the following is the best example of a complete

Question à revoir
Service Request Problem Summary?
(1) Points

MySql is experiencing a connection problem

Application is slow in the afternoon

MySql (using JDBC eWay) is experiencing a connection

problem: ClassName not found (*)

Blue screen

Correct

44. A User with Create and Update access can log a Service
Question à revoir
Request in My Oracle Support by selecting Create SR on the
(1) Points
Service Requests tab

Vrai (*)

Faux

Correct

45. You are in the process of logging a new Service Request. During
Question à revoir
Step 2 (Solutions), you see a solution that does resolve your
(1) Points
issue. What should you do next?

Continue logging the Service Request and make a note to

review the solutions at a later time

Turn off the option to view suggested solutions to speed

up your process to create a new SR

Exit the Service Request process and do NOT log this

Service Request (click Cancel and OK) (*)

None of the above

 Correct

46. The following is a common problem that Users encounter

Question à revoir
when trying to log a Service Request. They do not have the
(1) Points
correct access level in My Oracle Support and/or do not have
the correct Support Identifier approved and associated with
their account

Vrai (*)

Faux

Correct

47. A recommended best practice is to validate your access levels

Question à revoir
in My Oracle Support BEFORE you create a service request.
(1) Points
Where can you validate your access?

My Account, View Users. Look up your name and see your

current access levels

My Account, Support Identifiers. Check for Create and

Update access for your Support Identifiers (*)

Attempt to open a new SR and see if you can submit

Ask your CUA

Correct

48. Users often ask how to get the full update of their SR (in the
Question à revoir
body of the email) advising the SR was updated. What steps do
(1) Points
you need to take to enable this feature in My Oracle Support?

Call Oracle Support and ask for this feature to be turned

on for your account.
 Log a Non Technical Support SR and ask for this feature to
be turned on for your SI

Check the SR Detail box on your My Account profile, AND

(for the specific SI) use the View Administrators feature to
send the CUAs a message to ask if they have enabled this
feature for the SI. (*)

There is no option to view the SR detail via e-mail

notification as this is a security risk

Correct

Oracle Support Policies

(Répondez à toutes les questions de cette section.)

49. The Lifetime Support Stages for your Oracle Products are:
Question à revoir
Premier Support, Extended Support, and Sustaining Support.
(1) Points

Vrai (*)

Faux

Correct

50. What is the BEST method to stay informed about the latest
Question à revoir
information on Oracle Technical Support policies?
(1) Points

Download the Oracle Technical Support Policies and use

these as your reference guide

Bookmark the Oracle Support Technical Support Policy

page and visit it when you have a question (*)

Log a Service Request and ask Support to provide

information about support policies
 Set up Hot Topics E-mail notifications and select Support
Policies as the KM document type

Correct

51. You want to see a Support Benefits comparison table to

Question à revoir
understand what is covered in Premier, Extended, and
(1) Points
Sustaining Support. What is the recommended approach to
access the table and complete your review?

Locate the Lifetime Support Benefits table on the Oracle

Lifetime Support Policies page to review the details in the
comparison table (*)

Post a question to the Using My Oracle Support

Community

Log a non-technical Service Request

Mark the Oracle Lifetime Support Policies (Document

971415.1) a favorite in My Oracle Support

Correct

52. What are the recommended ways to locate content about the
Question à revoir
End Date of support for a product? Select all that apply.
(1) Points

(Choisir toutes les réponses correctes)

Call your Oracle Sales or Account Representative

Log a Service Request and request information about

support dates

Use the Certifications tab and review the support-specific

content (*)

Access oracle.com and locate the technical and lifetime

policies under the Support tab (*)
 Correct

53. What is the RECOMMENDED approach to resolve the issue of

Question à revoir
not being able to download a specific patch for a Product (after
(1) Points
the Support Date has passed).

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

Contact your Oracle Sales representative and ask them to

call Oracle Support and send you the patch

Contact your Oracle Sales representative and purchase

Extended Software support for your product that needs
patching (*)

Use Google to see if the patch is available somewhere on

the Internet

Correct

54. For some product and release combinations on the

Question à revoir
Certifications tab, you may be able to view Ongoing Support
(1) Points
information related to availability of patches for that
combination.

Vrai (*)

Faux

Correct

Mobile My Oracle Support

(Répondez à toutes les questions de cette section.)

55. The Mobile My Oracle Support application is only available to
Question à revoir
Users with the Customer User Administrator (CUA) role
(1) Points

Vrai

Faux (*)

Correct

56. How do you access Mobile My Oracle Support?

Question à revoir
(1) Points

There is a button on My Oracle Support home page that

allows you to jump to the mobile application

You open a Service Request and ask for special privileges

You have to download the app from the primary portal

and load it to your smart phone

There is a unique URL for Mobile My Oracle Support

access. (*)

Correct

57. You are able to CREATE a new Service Request using the Mobile
Question à revoir
My Oracle Support interface
(1) Points

Vrai

Faux (*)

Correct

58. The two main functions you can accomplish in Mobile My

Question à revoir
Oracle Support are to VIEW and UPDATE Service Requests and
(1) Points
search the knowledge base
 Vrai (*)

Faux

Correct

59. The Customer User Administrator (CUA) for your organization

Question à revoir
is able to utilize Mobile My Oracle Support to REVIEW access
(1) Points
requests with just a smart phone and Internet access.

Vrai (*)

Faux

Correct

60. A best practice to get the most value from Mobile My Oracle
Question à revoir
Support would be to mark any bugs or documents as
(1) Points
FAVORITES that you want to review when you are at your desk.
You will not waste time trying to find them again when you go
back to the My Oracle Support portal.

Vrai (*)

Faux

Correct