Professional Documents
Culture Documents
Correct
2.
A customer calls into the call center with a memory upg
rade question. The customer wants to upgrade the memory on his Sun Server X3-2 (
Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Select
the problem statement that characterizes the customer's problem.
Questio
n revoir
(1) Points
Customer is requesting how to upgrade his memory
Customer doesn't know what density of memory to order
Customer is asking for the part number of the 8-Gbyte DIMM that he can o
rder (*)
Customer is asking what type of memory is in his server
Correct
3.
A customer calls into the call center with a question.
The customer wants to prepare a rack for the installation of a Sun Server X3-2L
(Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The c
ustomer's immediate needs are the dimensions, weight and power requirements of t
he unit. Select the action plan that lists the steps taken to solve the customer
's problem.
Question revoir
(1) Points
Passed the customer issue to the back-line engineers.
Provided the customer with the link to the server s System Handbook and gu
ided the customer to where the dimensions, weight and power requirements of this
server could be found. (*)
Directed the customer to the Oracle Documentation website.
Provided the information to the customer from the getting started guide
for this server.
48V DC
115V, 60 Hz AC
220V, 50 Hz AC
12V DC
100 to 127 / 200 to 240 VAC (*)
Correct
7.
A customer calls into the call center to ask a question
about setting up a server. The customer wants to know which ports to use to con
figure the server, where the ports are located, and how to access them. Which po
rt should be accessed first?
Question revoir
(1) Points
Network Management port
Ethernet port
Serial Management port (*)
Video port
Correct
8.
A customer calls into the call center with a memory upg
rade question. The customer wants to upgrade the memory on his Sun Server X3-2 (
Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Which
DIMM density creates a total server memory of 512 Gbytes if used on all of its m
emory slots ?
Question revoir
(1) Points
4-Gbtye
8-Gbyte
32-G-byte (*)
16 G-byte
Correct
10.
A customer calls into the call center and says she has
experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She
is requesting on-site service to provide warranty service to replace the defect
ive fan module number 4 on her server. Which problem statement characterizes the
customer's problem?
(1) Points
Question revoir
(1) Points
Sun Fire X4250 server
Sun Fire X4150 server
Question revoir
Incorrect
13.
A customer calls into the call center with a question.
The customer wants to prepare a rack for the installation of a Sun Server X3-2L
(Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The c
ustomer's immediate needs are the dimensions, weight and power requirements of t
he unit. Which of the following documents would you recommend for the customer t
o locate Sun Server X3-2L rack mount requirements (select 2)?
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
Administration Guide
Programming Guide
Site Planning Guide (*)
Operating System Installation Guide
Sun System Handbook (*)
Startup Guide
Incorrect
15.
Which rackmount server supports a service processor on
an optional daughter card?
Question revoir
(1) Points
Sun Fire X4450
Sun Fire X2250
Sun Fire X2270 (*)
Sun Blade X6275
Sun Fire X4240
Incorrect
16.
A customer calls into the call center with a question. The customer wan
ts to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270
M3) rackmount server, but has misplaced the documentation. The customer's immedi
ate needs are the dimensions, weight and power requirements of the unit. Which p
roblem statement characterizes the customer's problem? Question revoir
(1) Points
Customer did not have the installation documentation to be able to find
the dimensions, weight, and power requirements for this server (*)
Customer does not know the weight and dimensions of this server
Customer needs a server installed
Customer needs installation documentation to look up the specifications
he needs
Question revoir
http://ilearning.oracle.com
http://www.oracle.com
https://support.us.oracle.com/handbook_internal/index.html (*)
http://www.oracle.com/technetwork/indexes/downloads/index.html
Correct
18.
A customer calls into the call center to ask a question
about setting up a server. The customer wants to know which ports to use to con
figure the server, where the ports are located, and how to access them. Which pr
oblem statement characterizes the customer's problem?
Question revoir
(1) Points
Customer needs to know which server port, the serial cable to use, the n
eed for a terminal server on the laptop, as well as the system default account a
nd password. (*)
Customer is asking for on-site help to set up the system.
Customer needs to know the default account and password for the serial p
ort.
Customer needs the correct port to access system.
Incorrect
support?
(1) Points
Two
Four
One (*)
19.
How many power supplies does the Sun Fire X2250 server
Question revoir
Incorrect
20.
A customer calls into the call center and says she has
experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She
is requesting on-site service to provide warranty service to replace the defect
ive fan module number 4 on her server. Using your resources, what is the correct
part number for the replacement fan module?
Question revoir
(1) Points
541-3539 (*)
541-2802
371-4679
541-2125
541-2112
Correct
22.
A customer called the service center indicating that th
e Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa
ulty DIMM (Hint: The customer recently upgraded the memory on this server). Poss
ible impacts include replacement of the wrong DIMMs when PcCheck is used to diag
nose a memory problem(True or False)?
Question revoir
(1) Points
Vrai (*)
Faux
Correct
23.
A customer calls into the service center and reports th
at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server. Which action plan lists the steps tak
en to solve the customer's problem?
Question revoir
(1) Points
Ordered new disk replacement for the customer.
Asked the customer to apply the latest operating system patches
Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and L
SI 1064 BIOS = 6.06.06A or greater. (*)
Asked the customer to replace the server s motherboard
lation Guide?
(1) Points
24.
Which of the following cannot be found within an Instal
Question revoir
Correct
25.
A customer called the service center and is complaining
that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are
intermittently shutting down. Which problem statement characterizes the custome
r's problem?
Question revoir
(1) Points
Customer called to get a replacement Sun Blade X6250 server blade becaus
e it is intermittently shutting down
Customer is reporting that his Sun Blade X6250 server blades on his Sun
Blade 6000 Modular System are intermittently shutting down. (*)
Customer is reporting an intermittent AC power problem
Customer is reporting that his Sun Blade 6000 Modular System is intermit
tently shutting down.
Correct
27.
A customer called the service center and is complaining
that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are
intermittently shutting down. Which document would relate to the customer's iss
ue?
Question revoir
(1) Points
Doc ID 1001128.1 (FCO) (*)
Doc ID 1019279.1 (FAB)
(Doc ID 1019713.1 (FAB)
Doc ID 1397124.1 (ALERT)
Correct
30.
A customer calls into the service center and reports th
at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server Can the BIOS and LSI firmware be updat
ed if you use the latest ILOM software package (True or False)? Question revoir
(1) Points
Vrai (*)
Faux
Correct
31.
A customer called the service center indicating that the Pc Check diagn
ostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint:
The customer recently upgraded the memory on this server). Which document may r
elate to the customer's issue? Question revoir
(1) Points
Doc ID 1001342.1 (FAB)
Doc ID 1369835.1 (Alert)
Doc ID 1000523.1 (FAB) (*)
Doc ID 1001128.1 (FAB)
Correct
32.
A customer calls into the service center and reports th
at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server. Which problem statement characterizes
the customer's problem?
Question revoir
(1) Points
Customer cannot access the LSI Configuration utility
Customer needs has a hardware problem interfering with access to the LSI
utility (*)
Customer cannot access BIOS
Customer s server cannot boot.
(1) Points
Firmware (*)
Motherboard
DIMM
CPU
Correct
34.
A customer called the service center indicating that th
e Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa
ulty DIMM (Hint: The customer recently upgraded the memory on this server). Whic
h component is called out by the document as one of the root causes of the probl
em?
Question revoir
(1) Points
OS software
SP and BIOS firmware
Older PC Check versions (*)
SP and ILOM firmware
Provided the customer with the document that lists the steps to solve hi
s problem.
Correct
36.
A customer calls into the service center and reports that his Sun Fire
X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied
while booting the server. Which document may relate to the customer's issue?
Question revoir
(1) Points
Doc ID 1001307.1 (FAB)
Doc ID 1017415.1 (FAB)
Doc ID 1000873.1 (FAB)
Doc ID 1000817.1 (FAB) (*)
Incorrect
38.
A customer called the service center indicating that th
e Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa
ulty DIMM (Hint: The customer recently upgraded the memory on this server). Whic
h action plan lists the steps taken to solve the customer's problem?
Questio
n revoir
(1) Points
Ordered a new DIMMs for the customer.
Provided the customer with the document to use that lists the steps to s
olve the problem.
Scheduled maintenance time with the customer to replace faulty DIMMs cal
led out by PcCheck.
Performed a workaround specified in CR 6603341as a temporary fix then sc
heduled maintenance time with the customer to upgrade SP, BIOS and Pc Check soft
ware. (*)
Incorrect
41.
A customer called the service center with a question on IPMI. The custo
mer uses IPMI to monitor the state of his servers at her site and wants to know
if her new X4270 server supports IPMI, if there is any Sun documentation that co
vers IPMI and where she can get software to access IPMI's user interface from he
r new server's OS. Select the action plan that lists the steps taken to solve th
e customer's problem.
Question revoir
(1) Points
Confirmed that the server supports IPMI 2.0, provided the customer the w
eb site to the IPMItool and directed the customer to the ILOM document that has
a content on Sun's implementation of IPMI. (*)
Sent the customer the ILOM documentation that contains all she needed to
know about Sun's implementation of IPMI.
Confirmed that the server supports IPMI 1.5 and assisted the customer in
configuring IPMItool on her server.
Confirmed that the server supports IPMI 2.0, provided the customer the w
eb site to the IPMItool and assisted her in configuring and accessing the user i
nterface.
Programming Manual
FABs, Sun Alerts, and Service Manual (*)
Installation Manual
Correct
44.
A customer called the service center with a question on
IPMI. The customer uses IPMI to monitor the state of his servers at her site an
d wants to know if her new X4270 server supports IPMI, if there is any Sun docum
entation that covers IPMI and where she can get software to access IPMI's user i
nterface from her new server
Question revoir
(1) Points
Customer X4250 server is Customer needs to know if IPMI is supported on
the X4270 and information on how to monitor the X4270 using IPMI
Customer needs to know if IPMI is supported on the X4270 and the website
to download the IPMItool.
Customer needs to know if IPMI is supported on the X4270 and how to conf
igure IPMI on the X4270 Server.
Customer needs to know if IPMI is supported on the X4270 and where she c
Correct
48.
A customer called the service center and reported an OS
error message that indicates that power supply 0 of their X4240 server has fail
ed and is offline. The X4240 is still running but the customer wants to replace
the power supply without disturbing the server's operation, to re-establish the
power redundancy. Which verifies the location of the failed power supply?
Question revoir
(1) Points
The power supply green OK LED is flashing
By executing the ILOM flash command to turn on the Service Required LED
The power supply amber Service Required LED is lit (*)
All power supply LEDs are off
(1) Points
Flash DIMMs (a.k.a. Flash modules) (*)
DIMMs
HDDs
Compact Flash Card
Field technician needs the part number to a new X6240 server blade.
Field technician needs assistance identifying and ordering a replacement
part for a failed X6240 server blade and assistance with its replacement. (*)
Field technician needs assistance replacing the X6240 server blade as a
hot swap action.
Field technician needs assistance in determining what is the replacement
part number for the X6240 server blade.
56.
Correct
A field technician called the service center with a problem on a Sun Bl
ade 6000 Modular System. The system has 4 active server blades. The Sun field te
chnician needs assistance in ordering a replacement X6240 server blade to replac
e one of the X6240 server blades in the customer's chassis. Which type of docume
nt provides the procedure to perform the replacement task?
Question revoir
(1) Points
Field Action Bulletins (FAB)
Product notes page 10
Service manual (*)
Installation manual
Sun Alerts
Correct
58.
A customer called the service center with a question on
a server's network management port. The customer is trying to configure his net
work management port on his X4540 server so that he can access it from his manag
ement network. He is not familiar with the network management facility and comma
nds he needs to perform. Which list of commands does the customer use to configu
re and activate the management network port using a static IP address? Questio
n revoir
(1) Points
Correct
59.
A customer called the service center with a question on
a server's network management port. The customer is trying to configure his net
work management port on his X4540 server so that he can access it from his manag
ement network. He is not familiar with the network management facility and comma
nds he needs to perform. How would you describe the location of the network mana
gement port to the customer?
Question revoir
(1) Points
The RJ-45 connector on the rear of the server labeled NET MGT (*)
The RJ-45 connector on the front of the server labeled NET MGT
The RJ-45 connector on the front of the server labeled SER MGT
The RJ-45 connector on the rear of the server labeled SER MGT
NET0 port
USB port
Any of the network ports
Correct
61.
A customer called the service center with a question on IPMI. The custo
mer uses IPMI to monitor the state of the servers at their site and wants to kno
w if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Ora
cle documentation that covers IPMI, and where they can get software to access IP
MI's user interface from their new server's OS. What is the latest version of IP
MI that is supported on the X4270 M3 server?
Question revoir
(1) Points
2.5
2 (*)
1
1.5
Incorrect
62.
A customer called the support center with a supposed di
sk problem. He wants to know which diagnostics are available to test a disk on a
X2270 server. Which document describes the U-boot and Pc Check utilities and ho
w to use them? Question revoir
(1) Points
Installation guide
Product Notes
Service manual
Diagnostic guide (*)
63.
The BIOS logs is same as the ones contained within ILOM
.
Question revoir
(1) Points
Vrai
Faux (*)
Correct
64.
A customer called the support center with a supposed di
sk problem. He wants to know which diagnostics are available to test a disk on a
X2270 server. Which diagnostic tests the Sun Fire X2270 SP hardware just prior
to the SP boot? Question revoir
(1) Points
Pc-Check
SunVTS
POST
U-Boot (*)
Incorrect
67.
A customer called the support center with a supposed di
sk problem. He wants to know which diagnostics are available to test a disk on a
X2270 server. Which diagnostic should you recommend that the customer use to ex
ercise the Sun Fire X2270 internal disks from the operating system?
Questio
n revoir
(1) Points
U-Boot
POST
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)
Pc-Check
Correct
68.
he X6270 server blade?
(1) Points
BIOS
OS
ILOM (*)
OBP
Correct
70.
A customer calls the service center with a fan failure
message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The custome
r wants to know what she should do at this point because the system is up and ru
nning. When replacing the failed fan module, what can be used to pinpoint the fa
iled fan module?
Question revoir
(1) Points
fan Locator LED flashing
fan fault LED ON (*)
fan fault LED flashing
fan OK LED flashing
Correct
71.
A customer called the support center with a supposed disk problem. He w
ants to know which diagnostics are available to test a disk on a X2270 server. W
hich diagnostic tests the Sun Fire X2270 OS hardware just prior to the OS boot?
Question revoir
(1) Points
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS
U-Boot
Pc-Check
POST (*)
Correct
72.
A customer calls the service center with a fan failure
message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The custome
r wants to know what she should do at this point because the system is up and ru
nning. Once the customer locates the physical failed fan module, what do you rec
ommend the customer do? Question revoir
(1) Points
Call in a field technician to replace the fan.
Wait for a maintenance period to shut down the server to replace the fan
.
Shut down the server to replace the fan.
Hot swap the fan. (*)
(1) Points
Sent the customer the ILOM documentation that contains all they needed t
o know about Oracle's implementation of IPMI.
Confirmed that the server supports IPMI and assisted the customer in con
figuring IPMItool on their server.
Confirmed that the server supports IPMI, provided the customer with the
web site to the IPMItool, and assisted the customer in configuring and accessing
the user interface.
Confirmed that the server supports IPMI, provided the customer with the
web site to the IPMItool, and directed the customer to the ILOM document that ha
s content on Oracle's implementation of IPMI. (*)
Incorrect
74.
A customer called the service center with a critical pr
oblem. He has a X4250 server has been crashing intermittently after Sun upgraded
his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the upgrade.
Select the action plan that lists the steps taken to solve the customer's proble
m.
Question revoir
(1) Points
Reviewed the FABs and Alerts and found no related issues. Had the custom
er run some Oracle VTS CPU diagnostics to isolate the problem.
Referred the customer to the MOS knowledge repository. (*)
Dispatched a field engineer to diagnose the customer's CPU problem.
Reviewed the FABs and Alerts and found no related issues. Dispatched a f
ield engineer to reverse the CPU upgrade back to the X6394A.
Correct
75.
A customer called the service center with a critical pr
oblem. He has an X4250 server that has been crashing intermittently after an Ora
cle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle t
o reverse the upgrade. Which, if any, of the documents listed related to this is
sue?
Question revoir
(1) Points
Doc ID 1020437.1
Doc ID 1020990.1
Doc ID 1021983.1
None of these documents (*)
Correct
77.
A customer called the service center with a question on
IPMI. The customer uses IPMI to monitor the state of the servers at their site
and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if
there is any Oracle documentation that covers IPMI, and where they can get softw
are to access IPMI's user interface from their new server's OS. Where can the cu
stomer download the IPMItool that has the latest Oracle compatible updates?
Question revoir
(1) Points
http://www.oracle.com/technetwork/indexes/downloads/index.html (*)
http://www.ipmitool.sourceforge.net
http://www.sunsolve.central.sun.com
http://www.ipmi.com
Correct
78.
Which tool displays the server's hardware configuration
Question revoir
on Solaris?
(1) Points
prtconfig
config
ipconfig
prtdiag (*)
Correct
79.
Question revoir
(1) Points
Vrai
Faux (*)
Correct
82.
What can the Windows Event Viewer be used for on the X2
270 and X2270 M2 servers?
Question revoir
(1) Points
view the system logs (*)
view the system processes
view the system accounts
view the system drivers
Correct
83.
Which tool do you use to upgrade the firmware on ILOM a
nd BIOS on the X2270 and X2270 M2 servers?
Question revoir
(1) Points
ILOM (*)
OBP
IPMI
BIOS
Correct
84.
To enable the sunservice account you need to set the se
ssion parameter to on the X2270 and X2270 M2 servers?
Question revoir
(1) Points
escalation (*)
service
enabled
on
Correct
85.
To replace an FMOD, on the X2270 M2 server, the state o
f the ESM power LED must be?
Question revoir
(1) Points
Flashing
OFF (*)
does not matter
ON
Correct
86.
Which of the following components CAN be hot swapped on the X2270 and X
2270 M2 servers?
Question revoir
(1) Points
DIMM
fan module
HDD (*)
power supply
Correct
87.
To replace a PCIe adapter, on the X2270 and X2270 M2 se
rvers, you need to remove the riser and the card together.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
88.
Which is the system exerciser that can be used on any s
upported server's OS on the X2270 and X2270 M2 servers? Question revoir
(1) Points
SunVTS (*)
Pc-Check
hostdiag
spdiag
Correct
89.
What type of serial management port connector is suppor
ted by the X2270 and X2270 M2 servers? Question revoir
(1) Points
USB
UCP
DB9
RJ-45 (*)
Correct
90.
Which of the following components requires a Phillips s
crewdriver for its replacement on the X2270 and X2270 M2 servers?
Questio
n revoir
(1) Points
system battery
FMOD
DIMM
PCIe riser (*)
Correct
91.
Which diagnostics tests the SP during its boot up on the X2270 and X227
0 M2 servers?
Question revoir
(1) Points
Pc-Check
hostdiag
Uboot Tests (*)
spdiag
3U
1U (*)
2U
4U
8 data bits
9600 baud
1 stop bit
even parity (*)
Correct
96.
Which is the height of the X4170 and X4170 M2 servers? Question revoir
(1) Points
3U
2U
1U (*)
4U
Correct
97.
To enable Service Mode you need to perform all but one
of these steps on the X4170 and X4170 M2 servers?
Question revoir
(1) Points
Use the product serial number and ILOM version to generate a service pas
sword
Gather the product serial number and ILOM version
Set the session mode to service
Log into ILOM using the root factory default password (*)
98.
How many disk slots are available on the front of the X
4170 and X4170 M2 servers?
Question revoir
(1) Points
4
12
16
8 (*)
Correct
103.
Which of the following components requires a Phillips s
crewdriver for its replacement on the X4170 and X4170 M2 servers?
Questio
n revoir
(1) Points
PCIE riser (*)
FMOD
sysem battery
DIMM
Correct
2 servers?
(1) Points
104.
Which disk types are supported by the X4170 and X4170 M
Question revoir
SAS
SATA
SAS and SATA (*)
none
Correct
70 M2 servers?
(1) Points
105.
How do you access the Preboot menu on the X4170 and X41
Question revoir
STANDBY BLINK
Correct
107.
Question revoir
(1) Points
3U
4U
1U
2U (*)
Correct
70 M2 servers?
(1) Points
108.
How many CPU sockets are supported by the X4270 and X42
Question revoir
4
2 (*)
1
3
Correct
109.
Which file contains the Solaris and Linux system logs o
n the X4270 and X4270 M2 servers?
Question revoir
(1) Points
system_log
log
system_event_log
messages (*)
Correct
110.
Which disk types are supported by the X4270 and X4270 M
Question revoir
2 servers?
(1) Points
SAS
SATA
Correct
111.
Which diagnostics tests can be run during the booting of the OS on the
X4270 and X4270 M2 servers?
Question revoir
(1) Points
SunVTS
POST (*)
hostdiag
UBoot
Correct
112.
Which of the following components CAN be hot swapped on
the X4270 and X4270 M2 servers?
Question revoir
(1) Points
FMOD
DIMM
Correct
113.
What type of serial management port connection is suppo
rted on the X4270 and X4270 M2 servers? Question revoir
(1) Points
RJ-45 (*)
USB
UCP
DB9
Correct
114.
To enable the sunservice account you need to perform th
e following ILOM command on the X4270 and X4270 M2 servers?
Question revoir
(1) Points
set SESSION mode = escalation (*)
set SUNSERVICE mode = escalation
set SESSION mode = enable
set SUNSERVICE mode =enable
fault management
indicators
inventory
sensor readings (*)
2 servers?
(1) Points
118.
Which disk types are supported by the X4275 and X4275 M
Question revoir
SAS
SATA
SAS and SATA (*)
none
Correct
75 M2 servers?
(1) Points
119.
How many CPU sockets are supported by the X4275 and X42
Question revoir
2 (*)
4
3
1
Correct
121.
Which ILOM account extended role allows the user to change all the conf
iguration variable states on the X4275 and X4275 M2 servers?
Question revoir
(1) Points
reset and host control
admin (*)
console
user management
Correct
122.
What is the maximum memory supported by the X4275 M2 se
rvers assuming you use 8-GByte DIMMs?
Question revoir
(1) Points
96 GBytes
128 GBytes
144 GBytes (*)
64 GBytes
hostdiags
Correct
126.
This is another resource available to customers designed to promote awa
reness and understanding of the available support tools and resources to allow y
ou to get the most out of your support investment.
Question revoir
(1) Points
Sustaining Support
Corrrect
131.
This region allows for quick and easy monitoring of all your open issue
s right at the dashboard.
Question revoir
(1) Points
Draft Service Request region
Corrrect
132.
This is another resource containing recorded discussion
s during which development outlines functionality included within new product re
leases. Question revoir
(1) Points
Customer Services Catalog
Sustaining Support
Transfer of Information (TOI) (*)
Newsletters
Lifetime Support Policy
Correct
134.
When using the Configuration Manager this region provid
es the opportunity to share with Oracle Support the details of what is going on
within your configurations. your support engineer not only has access to your en
vironment details when working an issue. Engineers have visibility (through proj
ects). Question revoir
(1) Points
Projects region (*)
Draft Service Request region
Getting started region
News region
Knowledge region
Corrrect
135.
This online assessment tool is designed to share Global
Software Support good practices across 5 domains - Strategy, Process, People, T
echnology and Governance
with the goal to help customers get maximum value from
their Oracle investments
Question revoir
(1) Points
Transfer of Information (TOI)
Newsletters
Customer Services Catalog
Customer Success Self-Assessment (*)
Sustaining Support
Corrrect
136.
True or False. Browse knowledge allows users to navigate through the pr
oduct hierarchy to specific folders of content in order to eliminate noisy resul
ts generated from generic queries against the entire knowledge base. Searching t
he knowledge base using the browser feature is a support best practice and is th
e best way to access product specific information.
Question revoir
(1) Points
Faux
Vrai (*)
MVSP Overview
(Rpondez toutes les questions de cette section.)
140.
Question revoir
(1) Points
2 (*)
1
Correct
141.
Which of the following statements reflect the value proposition to our
Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)?
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
Increases the time to implementation for multi-vendor solutions.
Increases the risk and costs associated with owning multi-vendor solutio
ns.
finger-pointing
Correct
information
146.
Who controls My Oracle Support access for your CSI?
Question revoir
(1) Points
Oracle Sales team
Oracle Support Engineer
Your Oracle Partner Manager
Customer Users Administrator for your CSI (*)
Correct
147.
Which of the following would not be a valid reason to e
scalate the SR? Question revoir
(1) Points
Project deadline is within 10 days
Dissatisfied with response
Encountered critical roadblock
SR was raised at wrong severity (*)
Correct
149.
Question revoir
(1) Points
Via your Oracle Account Manager
Update My Oracle Support
Update SR in My Oracle Support and then call into Support (*)
Call into Support
Correct
150.
To request Severity 1 Support what should you have in p
lace?
Question revoir
(1) Points
Ability to provide remote access via OCS
Oracle Consultant onsite
SR Escalation
24x7 availability to work with Support (*)
Correct
151.
What is Oracle's on-line Support Service?
(1) Points
Question revoir
152.
Question revoir
(1) Points
As soon as the SR is opened
When escalating a SR
When the impact on the business changes (*)
Never
Questio
n revoir
(1) Points
Contact Oracle Support and they will give you a number for Development
Contact Oracle Support and they will raise a bug with Development if app
ropriate (*)
Contact Development via Oracle Partner Manager
Contact Development direct
Correct
My Oracle Support
(Rpondez toutes les questions de cette section.)
154.
Oracle recommends that customers install CPU Patches im
Question revoir
mediately
(1) Points
Vrai (*)
Faux
Corrrect
155.
Questio
n revoir
(1) Points
Minimize and maximize regions
Drag and drop regions
Sort attributes ascending or descending
None of the above (*)
All of the above
Corrrect
157.
Question revoir
(1) Points
Correct
159.
This tab in My Oracle Support community is a way for yo
u to organize and easily find community content.
Question revoir
(1) Points
People finder tab
Profile tab
Tags tab (*)
Discussions and Documents tab
Private Messages tab
a securely.
(1) Points
Question revoir
Vrai (*)
Faux
Correct
165.
Question revoir
(1) Points
Correct
Questio
n revoir
(1) Points
Update the SR with escalation request via My Oracle Support
Via your Oracle Account Manager
Call into the Support Hotline number
Update SR in My Oracle Support and then call into Support (*)
Questio
n revoir
(1) Points
(Choisir toutes les rponses correctes)
you encounter a critical roadblock (*)
you are dissatisfied with the resolution or response to a Service Reques
t (*)
the SR was raised with the wrong severity
Project deadline is within 10 days (*)
All of the above
169.
What are softskills? Soft Skills let your customers kno
w: (Select all that applies).
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
They are important (*)
As a service provider are knowledgeable (*)
We are a staff of professional and solution focused (*)
We are setting clear expectations with customers (*)
None of the above
Correct
170.
The primary difference between making unhappy customers
happy and making happy customers even happier is the point of initiation. With
unhappy customers, even if you did not know why they were unhappy before speakin
g with them, you can be certain that you soon will learn the reason for their un
happiness. Once you know why they are unhappy, it is relatively easy to plot a c
ourse of action to convert them into a happy customer. Question revoir
(1) Points
Vrai (*)
Faux
Correct
171.
Understand the difference between what your customers want and what you
r customers need helps provide positive customer experience. Providing targeted
information and advice they can use them to focus more on what they need than on
what they think they want.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
172.
Select ALL important points to consider to ensuring a p
roductive relationship with your customers.
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
Define and structure service provided
es, milestones (*)
Teach the customer how to better interact with your processes (*)
Under promise and over deliver (*)
Plan and execute well by focusing on both proactive and reactive techniq
ues to minimize stress (*)
Teach and develop time-management skills for your employees
on of tasks, urgency vs impact (*)
prioritizati
Correct
173.
Customer Loyalty propels your company forward increasin
g sales and profitability.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
174.
Superior Ownership Experience is all about relationship
s, trust, commitment, communication, doing the right thing
Question revoir
(1) Points
Vrai (*)
Faux
Correct
175.
When reviewing communication standards in your company
it s important to review and address the following subject. List all that applies.
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
Understand how to properly address conflict and issues to defuse emotion
(*)
Speak in a tone that offers support and confidence. (*)
Observe proper etiquette in address customers. (*)
Develop protocol for conducting and managing conference calls (*)
Use different vocabularies for addressing managers vs high tech database
administrator (*)
Correct
1.
Which operating system is NOT supported on the Sun Server X2-8 (Sun Fir
e X4800 M2 Server)?
Question revoir
(1) Points
Oracle Enterprise Linux 6.0
Oracle Virtual Machine (OVM) 2.2.1
Oracle Solaris 11 Express
Windows 2003 (*)
SUSE Linux Enterprise Server (SLES) 11 SP1
Incorrect
2.
A customer calls into the call center with a question.
The customer wants to prepare a rack for the installation of a Sun Server X3-2L
(Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The c
ustomer's immediate needs are the dimensions, weight and power requirements of t
he unit. Which problem statement characterizes the customer's problem? Questio
n revoir
(1) Points
Correct
3.
A customer calls into the call center to ask a question
about setting up a server. The customer wants to know which ports to use to con
figure the server, where the ports are located, and how to access them. What doc
umentation would you recommend to the customer for information about the server
configuration (select 2)?
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
Installation Guide (*)
Startup Guide
Administration Guide
ILOM Guide (*)
Correct
4.
A customer calls into the call center with a question.
The customer wants to prepare a rack for the installation of a Sun Server X3-2L
(Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The c
ustomer's immediate needs are the dimensions, weight and power requirements of t
he unit. According to your resources, what is the weight of this server?
Question revoir
(1) Points
66.1 lb/30 kg fully populated
56.3 lb./25.6 kg fully populated
Correct
6.
A customer calls into the call center with a question. The customer wan
ts to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270
M3) rackmount server, but has misplaced the documentation. The customer's immedi
ate needs are the dimensions, weight and power requirements of the unit. Select
the action plan that lists the steps taken to solve the customer's problem.
Question revoir
(1) Points
Passed the customer issue to the back-line engineers.
Provided the information to the customer from the getting started guide
for this server.
Provided the customer with the link to the server s System Handbook and gu
ided the customer to where the dimensions, weight and power requirements of this
server could be found. (*)
Directed the customer to the Oracle Documentation website.
Correct
7.
A customer calls into the call center with a memory upg
rade question. The customer wants to upgrade the memory on his Sun Server X3-2 (
Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Which
type of DIMMs does this server support? Question revoir
(1) Points
DDR2
DDR1
FBDIMM
DDR3 (*)
Correct
9.
A customer calls into the call center with an issue. He
wants to upgrade the memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server)
and needs some assistance on how perform the upgrade. What is the most effective
location to find information related to this problem? Question revoir
(1) Points
http://ilearning.oracle.com
https://support.us.oracle.com/handbook_internal/index.html (*)
http://www.oracle.com
http://www.oracle.com/technetwork/indexes/downloads/index.html
Correct
10.
A customer calls into the call center with an issue. He
wants to upgrade the memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server)
and needs some assistance on how perform the upgrade. Which question needs to be
answered before the customer orders DIMMs for the upgrade?
Question revoir
(1) Points
Where is the system located?
Does the system have a memory problem?
What is the current memory configuration? (*)
Does the customer have DIMMs available to upgrade the system?
Correct
11.
A customer calls into the call center and says she has experienced a fa
n failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting o
n-site service to provide warranty service to replace the defective fan module n
umber 4 on her server. Which problem statement characterizes the customer's prob
lem?
Question revoir
(1) Points
Customer is reporting server cooling problems and is requesting on-site
support for replacement
Customer is requesting on-site support for a server cooling problem
Customer is reporting fan module failure
Customer is reporting fan module number 4 failure and is requesting on-s
Correct
12.
A customer calls into the call center with a question.
The customer wants to prepare a rack for the installation of a Sun Server X3-2L
(Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The c
ustomer's immediate needs are the dimensions, weight and power requirements of t
he unit. According to your resources, what are the power requirements of this se
rver?
Question revoir
(1) Points
12V DC
220V, 50 Hz AC
115V, 60 Hz AC
48V DC
100 to 127 / 200 to 240 VAC (*)
Correct
13.
A customer calls into the call center to ask a question
about setting up a server. The customer wants to know which ports to use to con
figure the server, where the ports are located, and how to access them. What are
the most effective locations to find information related to this problem (selec
t 2)?
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
http://my.oracle.com
https://support.us.oracle.com/handbook_internal/index.html (*)
http://oraclecorp.com
http://www.oracle.com/technetwork/documentation/index.html (*)
Correct
14.
Question revoir
(1) Points
Sun Fire X4150 server
Sun Fire X4140 server (*)
Sun Fire X4250 server
Sun Fire X2270 server
Correct
15.
Which disk bus is supported on the Sun Fire X2270 serve
r without adding addition PCIe cards?
Question revoir
(1) Points
IDE
SAS
SCSI
SATA (*)
Incorrect
16.
A customer calls into the call center with a memory upgrade question. T
he customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M
3 Server) and needs to know what 8 Gbyte memory to order. How many memory slots
are supported by this server?
Question revoir
(1) Points
8
4
32
16 (*)
Correct
18.
A customer calls into the call center to ask a question
about setting up a server. The customer wants to know which ports to use to con
figure the server, where the ports are located, and how to access them. Which ac
tion plan lists the steps taken to solve the customer's problem?
Questio
n revoir
(1) Points
Provided customer with system password
Informed customer that the port to use was one of the Ethernet ports and
provided the default account number (root) and password (changeme)
Provided customer with the location of the serial port to access ILOM, t
he serial cable to use, the need for a terminal server on the laptop, along with
the default account (root) and password (changeme). (*)
Dispatched field engineer to assist customer in configuring system
Correct
19.
A customer calls into the call center and says she has
experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She
is requesting on-site service to provide warranty service to replace the defect
ive fan module number 4 on her server. Using your resources, what is the correct
part number for the replacement fan module?
Question revoir
(1) Points
371-4679
541-2112
541-2125
541-3539 (*)
541-2802
Correct
20.
A customer calls into the call center to ask a question
about setting up a server. The customer wants to know which ports to use to con
figure the server, where the ports are located, and how to access them. Which pr
oblem statement characterizes the customer's problem?
Question revoir
(1) Points
Customer is asking for on-site help to set up the system.
Customer needs the correct port to access system.
Customer needs to know the default account and password for the serial p
ort.
Customer needs to know which server port, the serial cable to use, the n
eed for a terminal server on the laptop, as well as the system default account a
nd password. (*)
Correct
21.
A customer called the service center and is complaining that his Sun Bl
ade X6250 server blades on his Sun Blade 6000 Modular System are intermittently
shutting down. Which document would relate to the customer's issue?
Questio
n revoir
(1) Points
(Doc ID 1019713.1 (FAB)
Doc ID 1001128.1 (FCO) (*)
Correct
22.
A customer called the service center indicating that th
e Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa
ulty DIMM (Hint: The customer recently upgraded the memory on this server). Whic
h action plan lists the steps taken to solve the customer's problem?
Questio
n revoir
(1) Points
Scheduled maintenance time with the customer to replace faulty DIMMs cal
led out by PcCheck.
Performed a workaround specified in CR 6603341as a temporary fix then sc
heduled maintenance time with the customer to upgrade SP, BIOS and Pc Check soft
ware. (*)
Ordered a new DIMMs for the customer.
Provided the customer with the document to use that lists the steps to s
olve the problem.
Correct
23.
A customer called the service center and is complaining
that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are
intermittently shutting down. If you know this problem has occurred before, whi
ch type of document may provide information to resolve the customer's problem (s
elect 2)?
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
Field Action Bulletins (FAB) (*)
Service manual
Alerts (*)
Administrative Guide
Installation Guide
Correct
24.
A customer calls into the service center and reports th
at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server Can the BIOS and LSI firmware be updat
ed if you use the latest ILOM software package (True or False)? Question revoir
(1) Points
Vrai (*)
Faux
Correct
25.
A customer calls into the service center and reports th
at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server. Which problem statement characterizes
the customer's problem?
Question revoir
(1) Points
Customer needs has a hardware problem interfering with access to the LSI
utility (*)
Customer cannot access the LSI Configuration utility
Customer s server cannot boot.
Customer cannot access BIOS
Correct
26.
A customer called the service center indicating that the Pc
ostic scripts on his Sun Fire X2200 M2 Server do not report a faulty
The customer recently upgraded the memory on this server). Possible
lude replacement of the wrong DIMMs when PcCheck is used to diagnose
oblem(True or False)?
Question revoir
(1) Points
Vrai (*)
Faux
Check diagn
DIMM (Hint:
impacts inc
a memory pr
Correct
27.
A customer called the service center and is complaining
that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are
intermittently shutting down. Which problem statement characterizes the custome
r's problem?
Question revoir
(1) Points
Customer is reporting an intermittent AC power problem
Customer called to get a replacement Sun Blade X6250 server blade becaus
e it is intermittently shutting down
Customer is reporting that his Sun Blade X6250 server blades on his Sun
Blade 6000 Modular System are intermittently shutting down. (*)
Customer is reporting that his Sun Blade 6000 Modular System is intermit
tently shutting down.
Correct
28.
If a customer has a failure of a Sun Server X3-2L (Sun
Fire X4270 Server M3 ) power supply, what link within the system handbook can yo
u reference to find a part number for a replacement ?
Question revoir
(1) Points
Problem Resolution
Hardware Specifications
Full Components List (*)
Field Action Bulletins (FABs)
Correct
29.
Which document would you use to find the rack mount pro
cedure of the Sun Server X3-2L (Sun Fire X4270 Server M3)?
Question revoir
(1) Points
OS Installation Guide
Service Manual
Getting Started Guide
Installation Guide (*)
Correct
30.
A customer called the service center indicating that th
e Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa
ulty DIMM (Hint: The customer recently upgraded the memory on this server). Whic
h component is called out by the document as one of the root causes of the probl
em?
Question revoir
(1) Points
SP and BIOS firmware
OS software
SP and ILOM firmware
Older PC Check versions (*)
Correct
31.
Which document would you use to find the memory population rules of the
Sun Blade X6275 Server Module? Question revoir
(1) Points
Sun Blade X6275 Server Module OS Installation Guide
Sun Blade X6275 Server Module Service Manual (*)
Sun Blade X6275 Server Module Product Notes
Sun Blade X6275 Server Module Installation Guide
Correct
lation Guide?
(1) Points
32.
Which of the following cannot be found within an Instal
Question revoir
Correct
33.
A customer calls into the service center and reports th
at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server. Which document may relate to the cust
omer's issue?
Question revoir
(1) Points
Doc ID 1000873.1 (FAB)
Doc ID 1000817.1 (FAB) (*)
Doc ID 1017415.1 (FAB)
Doc ID 1001307.1 (FAB)
Correct
34.
A customer called the service center indicating that th
e Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa
ulty DIMM (Hint: The customer recently upgraded the memory on this server). Whic
h document may relate to the customer's issue? Question revoir
(1) Points
Doc ID 1000523.1 (FAB) (*)
Doc ID 1001128.1 (FAB)
Doc ID 1001342.1 (FAB)
Correct
35.
A customer called the service center indicating that th
e Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa
ulty DIMM (Hint: The customer recently upgraded the memory on this server). Whic
h problem statement characterizes the customer's problem?
Question revoir
(1) Points
Customer is having memory problems..
Customer s PcCheck does not recognize a faulty DIMM. (*)
Customer s ILOM firmware needs to be upgraded.
Customer BIOS firmware needs to be upgraded.
Correct
36.
A customer called the service center and is complaining that his Sun Bl
ade X6250 server blades on his Sun Blade 6000 Modular System are intermittently
shutting down. Which component is called out by the document as the source of th
e problem?
Question revoir
(1) Points
Fans
Chassis slot
Power supplies (*)
Server blade
Correct
37.
A customer called the service center and is complaining
that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are
intermittently shutting down. Select the action plan that lists the steps taken
to solve the customer's problem.
Question revoir
(1) Points
The Doc ID 1001128.1 (FCO) is a possible cause and solution to the custo
mer s problem. This FAB was referenced in the call. (*)
Ordered a new power supply for the customer.
Provided the customer with the document that lists the steps to solve hi
s problem.
The Alert 243486 is a possible cause and solution to the customer s proble
m. This Alert was referenced in the call.
Correct
38.
A customer calls into the service center and reports th
at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server What is called out by the document as
the root cause of the problem?. Question revoir
(1) Points
Motherboard
DIMM
CPU
Firmware (*)
Correct
39.
A customer calls into the service center and reports th
at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server. Which action plan lists the steps tak
en to solve the customer's problem?
Question revoir
(1) Points
Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and L
SI 1064 BIOS = 6.06.06A or greater. (*)
Asked the customer to replace the server s motherboard
Ordered new disk replacement for the customer.
Asked the customer to apply the latest operating system patches
Correct
40.
Question revoir
(1) Points
Correct
41.
A customer called the service center and reported an OS error message t
hat indicates that power supply 0 of their X4240 server has failed and is offlin
e. The X4240 is still running but the customer wants to replace the power supply
without disturbing the server's operation, to re-establish the power redundancy
. Which type of documents should you review to determine if it is safe to perfor
m a power supply hot swap?
Question revoir
(1) Points
FABs, Sun Alerts, and Service Manual (*)
ILOM Manual
Installation Manual
Programming Manual
Correct
42.
A customer called the service center with a question on
a server's network management port. The customer is trying to configure his net
work management port on his X4540 server so that he can access it from his manag
ement network. He is not familiar with the network management facility and comma
nds he needs to perform. Select the action plan that lists the steps taken to so
lve the customer's problem.
Question revoir
(1) Points
Collected and reported the customer's network parameters and passed this
Correct
43.
blem on a Sun Blade 6000
The Sun field technician
blade to replace one of
h action should does NOT
Question revoir
(1) Points
the X4270 and information on how to monitor the X4270 using IPMI
Customer needs to know if IPMI is supported on the X4270 and how to conf
igure IPMI on the X4270 Server.
Customer needs to know if IPMI is supported on the X4270 and the website
to download the IPMItool.
Correct
45.
To determine the memory configuration of Xeon 5500 Seri
es CPUs on the Sun Blade X6275 Server Module you need to consider the following
parameters.
Question revoir
(1) Points
Speed, density, and rank
Speed, rank and number of DIMMs per channel
Speed, density and number of DIMMs per channel
Speed, density, rank and number of DIMMs per channel (*)
Correct
46.
A customer called the service center and reported an OS error message t
hat indicates that power supply 0 of their X4240 server has failed and is offlin
e. The X4240 is still running but the customer wants to replace the power supply
without disturbing the server's operation, to re-establish the power redundancy
. Select the action plan that lists the steps taken to solve the customer's prob
lem.
Question revoir
(1) Points
Sent a Sun field person out to the customer site to perform the power su
pply replacement.
Provided the customer with the location of procedure to use to perform t
he replacement along with the part number of a replacement power supply.
Verified that a power supply hot swap replacement can be performed on th
e customer's X4240 server then sent the customer the documents that contains the
power supply replacement procedure.
Verified that a power supply hot swap replacement can be performed on th
e customer's X4240 server then covered the replacement procedure with the custom
er. (*)
Correct
47.
Which is the user interface software for the IPMI utili
ty?
Question revoir
(1) Points
IPMITool (*)
IPMIAccess
IPMIInterface
IPMIUser
Correct
48.
A customer called the service center and reported an OS
error message that indicates that power supply 0 of their X4240 server has fail
ed and is offline. The X4240 is still running but the customer wants to replace
the power supply without disturbing the server's operation, to re-establish the
power redundancy. What action may need to be performed before the failed power s
upply can be removed?
Question revoir
(1) Points
Move the cable management arm (*)
Unlock the power supply handle
Power off the server
Slide the server out of the rack
Correct
49.
A customer called the service center with a question on
a server's network management port. The customer is trying to configure his net
work management port on his X4540 server so that he can access it from his manag
ement network. He is not familiar with the network management facility and comma
nds he needs to perform. Which is the document contains the procedures to perfor
m this task?
Question revoir
(1) Points
Correct
51.
A field technician called the service center with a problem on a Sun Bl
ade 6000 Modular System. The system has 4 active server blades. The Sun field te
chnician needs assistance in ordering a replacement X6240 server blade to replac
e one of the X6240 server blades in the customer's chassis. Select the action pl
an that lists the steps taken to solve the customer's problem. Question revoir
(1) Points
Sent the field technician the documents that contains the replacement an
d server blade ordering procedures.
Provided the field technician with the location of the procedure to perf
orm the replacement along with the part number of a replacement X6240 server bla
de.
Collected and recorded all information on the replacement and ordering p
Correct
52.
blem on a Sun Blade 6000
The Sun field technician
blade to replace one of
of these components need
Question revoir
(1) Points
DIMMs
HDDs
Compact Flash Card
Flash DIMMs (a.k.a. Flash modules) (*)
Correct
53.
A customer called the service center with a question on
IPMI. The customer uses IPMI to monitor the state of his servers at her site an
d wants to know if her new X4270 server supports IPMI, if there is any Sun docum
entation that covers IPMI and where she can get software to access IPMI's user i
nterface from her new server's OS. What is the latest version of IPMI that is su
pported on the X4270 server?
Question revoir
(1) Points
1
1.5
2 (*)
2.5
Correct
54.
A customer called the service center with a question on
a server's network management port. The customer is trying to configure his net
work management port on his X4540 server so that he can access it from his manag
ement network. He is not familiar with the network management facility and comma
nds he needs to perform. Select the problem statement that characterizes the cus
tomer's problem.
Question revoir
(1) Points
Customer needs assistance configuring the network management port into h
is management network. (*)
Customer needs a Sun field person to configure his network management po
rt to his management network.
Customer needs assistance configuring a network port.
Customer needs assistance configuring the serial management port.
Correct
55.
blem on a Sun Blade 6000
The Sun field technician
blade to replace one of
ct the problem statement
n revoir
(1) Points
Correct
56.
A customer called the service center and reported an OS error message t
hat indicates that power supply 0 of their X4240 server has failed and is offlin
e. The X4240 is still running but the customer wants to replace the power supply
without disturbing the server's operation, to re-establish the power redundancy
Question revoir
(1) Points
All power supply LEDs are off
By executing the ILOM flash command to turn on the Service Required LED
The power supply green OK LED is flashing
The power supply amber Service Required LED is lit (*)
Correct
57.
A customer called the service center with a question on
IPMI. The customer uses IPMI to monitor the state of his servers at her site an
d wants to know if her new X4270 server supports IPMI, if there is any Sun docum
entation that covers IPMI and where she can get software to access IPMI's user i
nterface from her new server's OS. All of document contains IPMI information, ex
cept for?
Question revoir
(1) Points
Installation Manual
ILOM manuals
Service Manual
OS Installation guides (*)
Correct
59.
Which Flash Module removal step is critical to avoid da
maging it data? Question revoir
(1) Points
Push the fault remind button to light its green power LED.
Do not remove the Flash Module while its green power LED is on. (*)
Disconnect the ESM power cable before removing the Flash Module.
After its removal, place the Flash Module on an anti-static mat for 20 s
econds.
Correct
60.
A customer called the service center and reported an OS
error message that indicates that power supply 0 of their X4240 server has fail
ed and is offline. The X4240 is still running but the customer wants to replace
the power supply without disturbing the server's operation, to re-establish the
power redundancy. Assume from the results of your review, the power supply hot s
wap shows no issues. What are you going to recommend to the customer?
Questio
n revoir
(1) Points
Wait for a maintenance period to perform the hot swap of the failed powe
r supply. (*)
Wait for a maintenance period to perform the cold swap of the failed pow
er supply.
Perform a cold swap of the power supply at your earliest convenience.
Have a Sun service personnel perform the hot swap of the power supply.
Correct
62.
A customer called the service center with a question on
IPMI. The customer uses IPMI to monitor the state of the servers at their site
and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if
there is any Oracle documentation that covers IPMI, and where they can get softw
are to access IPMI's user interface from their new server's OS. Where can the cu
stomer download the IPMItool that has the latest Oracle compatible updates?
Question revoir
(1) Points
http://www.ipmi.com
http://www.ipmitool.sourceforge.net
http://www.oracle.com/technetwork/indexes/downloads/index.html (*)
http://www.sunsolve.central.sun.com
Correct
63.
A customer called the support center with a supposed di
sk problem. He wants to know which diagnostics are available to test a disk on a
X2270 server. Which diagnostic should you recommend that the customer use to ex
ercise the Sun Fire X2270 internal disks from the operating system?
Questio
n revoir
(1) Points
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)
Pc-Check
POST
U-Boot
Correct
64.
The BIOS logs is same as the ones contained within ILOM
.
Question revoir
(1) Points
Vrai
Faux (*)
Correct
65.
A customer calls the service center with a suspected ho
st memory error and wants to know what diagnostics are available to diagnose the
problem on a Sun Server X3-2 (X4170 M3 server). Pc-Check does not have any memo
ry test (True or False)?
Question revoir
(1) Points
Vrai
Faux (*)
Correct
67.
Which tool displays the server's hardware configuration
Question revoir
on Solaris?
(1) Points
config
prtconfig
prtdiag (*)
ipconfig
Correct
68.
A customer called the support center with a supposed di
sk problem. He wants to know which diagnostics are available to test a disk on a
X2270 server. Which diagnostic tests the Sun Fire X2270 OS hardware just prior
to the OS boot? Question revoir
(1) Points
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS
POST (*)
Pc-Check
U-Boot
Correct
69.
he X6270 server blade?
(1) Points
ILOM (*)
BIOS
OS
OBP
Correct
70.
A customer called the service center with a critical pr
oblem. He has an X4250 server that has been crashing intermittently after an Ora
cle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle t
o reverse the upgrade. Which type of documents should you review to determine if
there are any bugs related to this issue?
Question revoir
(1) Points
Installation Manual
Service Manual
FABs and Alerts (*)
ILOM manuals
Correct
71.
Which is not a U-Boot mode of operation?
(1) Points
Manual (*)
Normal
Quick
Extended
Question revoir
lization?
(1) Points
POST
Pc-Check
Oracle VTS
U-Boot (*)
Correct
74.
A customer called the support center with a supposed di
sk problem. He wants to know which diagnostics are available to test a disk on a
X2270 server. Select the action plan that lists the steps taken to solve the cu
stomer's problem.
(1) Points
Question revoir
Correct
75.
A customer calls the service center with a fan failure
message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The custome
r wants to know what she should do at this point because the system is up and ru
nning. Which fan module and fan board does this sensor belong to?
Questio
n revoir
(1) Points
fan module 2 and fan board 1 (*)
fan module 0 and fan board 0
fan module 0 and fan board 2
fan module 1 and fan board 1
Correct
76.
A customer calls the service center with a fan failure message that inv
olves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know
what she should do at this point because the system is up and running. Which doc
ument contains this sensor information that maps it to the physical fan module a
nd fan board?
Question revoir
(1) Points
Sun Fire X4140, X4240, and X4440 Servers Programming Guide
Sun Fire X4140, X4240, and X4440 Servers Installation Manual
Sun Fire X4140, X4240, and X4440 Servers Diagnostics Guide (*)
Sun Fire X4140, X4240, and X4440 Servers Service Manual
Question revoir
(1) Points
Vrai
Faux (*)
Correct
78.
A customer called the service center with a critical pr
oblem. He has an X4250 server that has been crashing intermittently after an Ora
cle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle t
o reverse the upgrade. Which, if any, of the documents listed related to this is
sue?
Question revoir
(1) Points
None of these documents (*)
Doc ID 1021983.1
Doc ID 1020990.1
Doc ID 1020437.1
Correct
79.
A customer called the support center with a supposed di
sk problem. He wants to know which diagnostics are available to test a disk on a
X2270 server. Which diagnostic tests the Sun Fire X2270 SP hardware just prior
to the SP boot? Question revoir
(1) Points
POST
Pc-Check
U-Boot (*)
SunVTS
Correct
80.
A customer called the service center with a question on
IPMI. The customer uses IPMI to monitor the state of the servers at their site
and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if
there is any Oracle documentation that covers IPMI, and where they can get softw
are to access IPMI's user interface from their new server's OS. Select the probl
em statement that characterizes the customer's problem. Question revoir
(1) Points
Customer needs to know if IPMI is supported on the X4270 M3 and where th
ey can find Oracle documentation on IPMI. (*)
Customer needs to know if IPMI is supported on the X4270 M3 and how to c
onfigure IPMI on the X4270 M3 server.
Customer needs to know if IPMI is supported on the X4270 M3 and informat
ion on how to monitor the X4270 M3 using IPMI.
Customer needs to know if IPMI is supported on the X4270 M3 and the webs
ite to download the IPMItool.
Correct
81.
Which of serial management port parameters is NOT a factory default on
the X2270 and X2270 M2 servers? Question revoir
(1) Points
8 data bits
9600 baud
even parity (*)
1 stop bit
Correct
82.
To enable Service Mode you need to perform all but one
of these steps on the X2270 and X2270 M2 servers?
Question revoir
(1) Points
Set the session mode to service
Generate the service password from a designated website
Call Oracle service for the sunservice password (*)
Gather the product serial number and ILOM version
Correct
83.
Which of the following components CAN be hot swapped on
the X2270 and X2270 M2 servers?
Question revoir
(1) Points
power supply
HDD (*)
fan module
DIMM
Correct
84.
How many disk slots are available on the front of the X
2270 and X2270 M2 servers?
Question revoir
(1) Points
4 (*)
3
2
1
Correct
85.
To enable the sunservice account you need to set the se
ssion parameter to on the X2270 and X2270 M2 servers?
Question revoir
(1) Points
on
enabled
escalation (*)
service
Correct
86.
How many DIMMs need to be replaced when a single DIMM fails on the X227
0 M2 server?
Question revoir
(1) Points
1
4
3
2 (*)
Correct
87.
To replace an FMOD, on the X2270 M2 server, the state o
f the ESM power LED must be?
Question revoir
(1) Points
ON
does not matter
Flashing
OFF (*)
Correct
88.
Which disk types are supported by the X2270 and X2270 M
Question revoir
2 servers?
(1) Points
SAS
SATA (*)
Correct
90.
Which state of the Power/OK LED indicates that the OS h
as booted successfully on the X2270 and X2270 M2 servers?
Question revoir
(1) Points
SLOW BLINK
OFF
STEADY ON (*)
STANDBY BLINK
Correct
91.
How do you upgrade the CPLD firmware of the main board on the X2270 and
X2270 M2 servers?
Question revoir
(1) Points
Using flashupdate
Using the cpld_update script (*)
BIOS screen
ILOM command or screen
Correct
92.
What is the default configuration of the network manage
ment port on the X2270 and X2270 M2 servers?
Question revoir
(1) Points
Not configured
Configured with a static IP address
Configured to use a local DHCP (*)
This port is not supported
Correct
70 M2 servers?
(1) Points
3
2 (*)
93.
How many CPU sockets are supported by the X2270 and X22
Question revoir
1
4
Correct
94.
Which tool do you use to upgrade the firmware on ILOM a
nd BIOS on the X2270 and X2270 M2 servers?
Question revoir
(1) Points
OBP
ILOM (*)
BIOS
IPMI
Correct
95.
What is the maximum memory supported by the X2270 M2 se
rvers assuming you use 8-GByte DIMMs?
Question revoir
(1) Points
64 GBytes
128 GBytes
92 GBytes
96 GBytes (*)
FMOD
sysem battery
Correct
97.
Which OS supports the Event Viewer on the X4170 and X41
Question revoir
70 M2 servers?
(1) Points
Solaris
Linux
Windows (*)
HP-UX
Correct
98.
X4170 M2 server?
(1) Points
2
1
3 (*)
4
Correct
99.
To replace the ESM you need to remove the riser and the
ESM together on the X4170 and X4170 M2 servers.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
100.
Which diagnostics is used to test the server's host CPU
memory and I/O subsystem on the X4170 and X4170 M2 servers?
Question revoir
(1) Points
Pc-Check (*)
hostdiags
Uboot tests
spdiags
Correct
102.
Which of the following components CAN be hot swapped on
the X4170 and X4170 M2 servers?
Question revoir
(1) Points
power supply (*)
PCIe Card
CPU
DIMM
Correct
103.
Which state of the Power/OK LED indicates that the SP h
as booted successfully on the X4170 and X4170 M2 servers?
Question revoir
(1) Points
OFF
STEADY ON
SLOW BLINK
STANDBY BLINK (*)
70 M2 servers?
(1) Points
104.
How do you access the Preboot menu on the X4170 and X41
Question revoir
Correct
105.
Which is NOT a network management port parameter that n
eeds to be set on the X4170 and X4170 M2 servers with a static IP address?
Question revoir
(1) Points
network mask
gateway IP address
MAC address (*)
port IP address
Correct
106.
To enable Service Mode you need to perform all but one of these steps o
n the X4270 and X4270 M2 servers?
Question revoir
(1) Points
Record the 3 word password generated
Gather the product serial number and ILOM version
Generate the service password from a designated website
Set the session mode to escalation (*)
Correct
107.
Question revoir
(1) Points
4U
1U
2U (*)
3U
Correct
108.
Question revoir
(1) Points
There is no ESM power LED
Next to the FMOD slot
On the FMOD (*)
On the motherboard
Correct
112.
Which state of the Power/OK LED indicates that there is
no AC power or the SP is booting on the X4270 and X4270 M2 servers?
Questio
n revoir
(1) Points
STANDBY BLINK
SLOW BLINK
OFF (*)
STEADY ON
Correct
113.
To enable the sunservice account you need to perform th
e following ILOM command on the X4270 and X4270 M2 servers?
Question revoir
(1) Points
set SUNSERVICE mode = escalation
set SUNSERVICE mode =enable
Correct
114.
Which ILOM screen displays a list of sensor values on t
he X4270 and X4270 M2 servers? Question revoir
(1) Points
fault management
inventory
indicators
sensor readings (*)
Correct
115.
What is the maximum memory supported by the X4270 M2 se
rvers assuming you use 8-GByte DIMMs?
Question revoir
(1) Points
96 GBytes
144 GBytes (*)
128 GBytes
64 GBytes
Correct
116.
How many disk slots are available on the front of the X4275 and X4275 M
2 servers?
Question revoir
(1) Points
12 (*)
4
16
8
Correct
118.
Which of the following components CAN be hot swapped on
the X4275 and X4275 M2 servers?
Question revoir
(1) Points
fan board
power supply (*)
FMOD
system battery
Correct
75 M2 servers?
(1) Points
119.
How many CPU sockets are supported by the X4275 and X42
Question revoir
2 (*)
4
1
3
Correct
120.
To enable the Sunservice account you need to perform th
e following ILOM command on the X4275 and X4275 M2 servers?
Question revoir
(1) Points
set SUNSERVICE mode =enable
set SESSION mode = escalation (*)
set SUNSERVICE mode = escalation
set SESSION mode = enable
Correct
121.
Which Windows command displays the network configuration off of the X42
75 and X4275 M2 servers?
Question revoir
(1) Points
prtdiag
ifconfig
prtconf
ipconfig (*)
Correct
122.
Which BIOS screen allows you to set its security passwo
rd on the X4275 and X4275 M2 servers?
Question revoir
(1) Points
Security (*)
Main
Boot
Advanced
Correct
123.
Which ILOM screen displays the system components on the
X4275 and X4270 M5 servers?
Question revoir
(1) Points
inventory (*)
fault management
sensor readings
indicators
Correct
2 servers?
(1) Points
125.
Which disk types are supported by the X4275 and X4275 M
Question revoir
SAS
SATA
SAS and SATA (*)
none
Correct
126.
Identify the support model described: This support model centered aroun
d reactively working customer issues. You work with support on the issue, identi
fy a solution, and then move to implement that solution.
Question revoir
(1) Points
Traditional support model (*)
Pro-active support model
Predictive support model
None of the above
All of the above
Correct
127.
Identify the support model described: Support model tha
t provides information about the latest issues and patches, then you as a custom
er review what solutions may or may not apply in your environment.
Questio
n revoir
(1) Points
Traditional support model
Pro-active support model (*)
Correct
128.
This resource brings you news, technical content, and t
echnical updates from the various Oracle Support teams. They are created for the
purpose of enhancing your service experience with Oracle Support by proactively
providing you with valuable information.
Question revoir
(1) Points
Sustaining Support
Customer Services Catalog
Transfer of Information (TOI)
Newsletters (*)
Lifetime Support Policy
Corrrect
130.
This a a resource available in oracle.com that provides
full list of services, which presents to customers the complete portfolio of Or
acle Customer Services making it easier to find the right services based on thei
r solution lifecycle needs.
Question revoir
(1) Points
Sustaining Support
Lifetime Support Policy
Customer Services Catalog (*)
Transfer of Information (TOI)
Newsletters
Vrai (*)
Faux
Correct
133.
This stage of Life time Support provides maintenance an
d support of Oracle database, middleware, and application products for 5 years f
rom their general availability date.
Question revoir
(1) Points
Lifetime Support Policy
Premier Support (*)
Extended support
Sustaining Support
None of the above
Corrrect
134.
This is Oracle's simple, predictable, and the most comp
rehensive policy available, it helps drive your business by putting you in contr
ol of your upgrade strategy success.
Question revoir
(1) Points
Lifetime Support Policy (*)
Premier Support
Extended support
Sustaining Support
None of the above
re information
135.
It is a support capability that automates the exchange
of configuration information between Oracle Support and our customers, enabling
proactive detection of issues our customers may encounter, and allowing for fast
er resolution times in instances where you do run into an issue.
Questio
n revoir
(1) Points
Upgrade wizard
Change assistant
Support Diagnostics tool
Configuration Manager (*)
Remote Diagnostcs Agent
Corrrect
136.
The My Oracle Support framework was created using FLEX Technology from
Adobe. Using the Flash viewer allowed the flexibility to design a system that is
very user friendly.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
Oracle E-Business
Siebel (*)
All of the above
Corrrect
138.
While in Sustaining Support, the pricing is equal to pr
icing as if in Premier Support Question revoir
(1) Points
Vrai (*)
Faux
Corrrect
139.
lications Life Cycle
(1) Points
Vrai (*)
Faux
Corrrect
MVSP Overview
(Rpondez toutes les questions de cette section.)
140.
(1) Points
Vrai
Faux (*)
Question revoir
Correct
MVSP Overview
(Rpondez toutes les questions de cette section.)
141.
Question revoir
(1) Points
1991
1994
1993 (*)
1992
1990
Correct
142.
Which of the following statements regarding enrollment
in the Multi-Vendor Support Program (MVSP) is NOT true? Question revoir
(1) Points
A Partner should enroll in the MVSP proactively if they provide support
services to mutual customers.
Useful MVSP enrollment information can be found on the OPN portal under
Support > Learn About Support Offerings and Benefits.
A partner should wait to enroll in the MVSP until they encounter a multi
-vendor support issue from a mutual customer. (*)
The MVSP is offered as a value-added benefit at no additional costs to O
racle Partners as part of their OPN membership.
Enrollment in the MVSP is easy by selecting the "Join Now" link from the
MVSP portal page on OPN.
Correct
143.
Under MVSP model, customer call a vendor for a problem.
While the support analyst decides involvement from another vendor, he will log
SR to another vendor, then customer follow the SR to another vendor.
Questio
n revoir
(1) Points
Vrai
Faux (*)
Correct
144.
Which of the following statements regarding our value p
roposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT tr
ue?
Question revoir
(1) Points
Reduces costs by not having to create and maintain traditional cooperati
ve support agreements.
Enables practices that align with many industry support certifications.
Reduces training commitment by not having to pursue in-depth training on
Oracle products you do not support.
Provides a consistent, collaborative support process by which to engage
with Oracle Support.
Provides a consistent support process for all of a Partner's support nee
ds, regardless of a Mutual Customer's involvement. (*)
Correct
MCP
OCS (Oracle Collaborative Support) (*)
RDA (Remote Diagnostic Agent)
Correct
146.
Which of the following is not the responsibility of a Support Engineer?
Question revoir
(1) Points
Respond to new incoming SRs
Contribute to the knowledge base content
Educate customers on how to use the products (*)
Provide resolutions or workarounds
Correct
148.
To request Severity 1 Support what should you have in p
lace?
Question revoir
(1) Points
Ability to provide remote access via OCS
24x7 availability to work with Support (*)
SR Escalation
Correct
149.
Question revoir
(1) Points
Bringing Support management attention to the problem (*)
Arranging on-site assistance
Referring to your Oracle Account Manager
Increasing the severity
Correct
150.
Question revoir
(1) Points
As soon as the SR is opened
When the impact on the business changes (*)
When escalating a SR
Never
Correct
151.
Which of the following is not a benefit of the Oracle Diagnostic Tools?
Question revoir
(1) Points
Application customers can run proactive tests
Customer can log an SR and leave all action with Oracle until resolved (
*)
Reduces SR ping-pong
Captures customer configuration information
Correct
152.
Question revoir
(1) Points
Starts with Partner and then moves back and forth
Oracle retains ownership throughout
Starts with Oracle and then moves back and forth
Shared ownership throughout (*)
Correct
153.
True or False? The most effective way to escalate an SR
is to contact your Oracle Partner Manager
Question revoir
(1) Points
Vrai
Faux (*)
Correct
My Oracle Support
(Rpondez toutes les questions de cette section.)
154.
Oracle recommends that customers install CPU Patches im
Question revoir
mediately
(1) Points
Vrai (*)
Faux
Corrrect
155.
Questio
n revoir
(1) Points
Both the Document Body and the Attachment texts (*)
The Document Body text only and not the Attachment text
The Attachment text only and not the Document Body text
Corrrect
156.
When creating a new Service Request, you can autofill your request usin
g
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
System Configuration (*)
Existing Service Request (*)
Project Information
Default SR Profile
Service Request Profile (*)
Faux (*)
Correct
159.
Collaborative Support is the ability to rapidly resolve
service incidents in customer environments through a collaborative resolution m
odel (commonly known as a Community).
Question revoir
(1) Points
Vrai (*)
Faux
Correct
160.
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
It is a script that reduces time resolution by collecting in a single st
e complete, accurate system details across the Oracle technology stack.
It is Oracle s multi-channel platform for online collaborative support (*)
It s a micro-community within Oracle s existing community which includes Ora
cle s Technology Network(OTN) ,Oracle Wiki s, Oracle Blogs, Oracle Mix, and a variet
y of Oracle product related User Groups (*)
It is a support capability that automates the exchange of configuration
information between Oracle Support and our customers
It is a multi-channel for sharing information about Oracle products, ser
vices, and related technologies (*)
Correct
161.
This tab in My Oracle Support community allows you to search or browse
for other members of the community
Question revoir
(1) Points
Tags tab
People finder tab (*)
Discussions and Documents tab
Private Messages tab
Profile tab
Correct
162.
In the Rewards and Recognition Program of the My Oracle
Support Community, the User Reputation Model calculates points based on member
participation, document contribution, as well as customer and partner feedback.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
163.
In My Oracle Support content this represents a collecti
on of Communities. Often, organize in a tree structure so members can easily fin
d the topics which are listed. Question revoir
(1) Points
Threads
Messages
Community
Categories (*)
Discussions
Correct
Correct
165.
Oracle Collaborative Support uses industry standard Sec
ure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted dat
a securely.
Question revoir
(1) Points
Vrai (*)
Faux
Correct
166.
If you encounter issues in installing Oracle Web Conference Console , y
ou should
Question revoir
(1) Points
Try using a different browser
Troubleshoot using New User Test (*)
Contact Oracle Support Hotline
Contact your Network administrator
None of the above
Correct
Question revoir
(1) Points
Increasing the severity of your Service Request to 1
Arranging on-site assistance
Draw higher level of attention to business critical issue from Oracle Su
Correct
168.
Questio
n revoir
(1) Points
Via your Oracle Account Manager
Call into the Support Hotline number
Update the SR with escalation request via My Oracle Support
Update SR in My Oracle Support and then call into Support (*)
Correct
Correct
170.
The primary difference between making unhappy customers
happy and making happy customers even happier is the point of initiation. With
unhappy customers, even if you did not know why they were unhappy before speakin
g with them, you can be certain that you soon will learn the reason for their un
happiness. Once you know why they are unhappy, it is relatively easy to plot a c
ourse of action to convert them into a happy customer. Question revoir
(1) Points
Vrai (*)
Faux
Correct
171.
A great deal of customer escalations can be prevented by awareness of c
ustomer on knowing what to expect. .
Question revoir
(1) Points
Vrai (*)
Faux
Correct
172.
Effective Communication skills are NOT essential in dev
eloping satisfied customers.
Question revoir
(1) Points
Vrai
Faux (*)
Correct
173.
When reviewing communication standards in your company
it s important to review and address the following subject. List all that applies.
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
Develop protocol for conducting and managing conference calls (*)
Understand how to properly address conflict and issues to defuse emotion
(*)
Use different vocabularies for addressing managers vs high tech database
administrator (*)
Correct
174.
enable partners to:
(1) Points
Correct
175.
What the customers want? Customers want and expect the
following from Oracle and it s partners. Select all that applies.
Question revoir
(1) Points
(Choisir toutes les rponses correctes)
Be the Center of Attention when they have Needs
ave priority and attention when issues arise. (*)
Correct