Tape HD

1. Which SL24 Tape Library parts are end-user replaceable?
Mark fo
r Review
(1) Points
Magazine, Tape drive and Base chassis
Magazine, Tape drive, Power supply and Base chassis
Power supply and Base chassis
Magazine, Power supply and Base chassis
Incorrect Incorrect. Refer to the SL24 Auto Loader and SL48 Librar
y Installation and Maintenance training for more information.
2. Which LED indicator illuminates green when the library
power is on? Mark for Review
(1) Points
Ready (*)
Error
Attention
Clean
Correct Correct
3. It's recommended using the magazine manual-release proc
ess when replacing magazines. Mark for Review
(1) Points
True
False (*)
Correct Correct
4. The front-panel LEDs are Ready, Clean, Attention, and E
rror. Mark for Review
(1) Points
True (*)
False
Correct Correct
5. Which library behavior allows the library to switch bet
ween Sequential and Random mode depending on the SCSI command received? Mark fo
r Review
(1) Points
Sequential
Random
Automode
Automatic (*)
Correct Correct
6. What information is viewed under the Identity tab? Mark for Review

(1) Points
Right magazine inventory, Library serial number and Drive SCSI ID
Library serial number, Library IP address and Drive SCSI ID (*)
Library IP address and Drive SCSI ID
Right magazine inventory, Library serial number, Library IP address and
Drive SCSI ID
7. Which tasks are performed using options under the Suppo
rt tab? Mark for Review
(1) Points
Perform general library diagnostics, Upgrade firmware, View library logs
and Clean the drives (*)
Perform general library diagnostics, Upgrade firmware, View library logs
, Clean the drives and View Tape Cartridge Logs
library diagnostics, Upgrade firmware, View drive logs and Clean the dri
ves
Perform general library diagnostics, Upgrade firmware and View library l
ogs
8. A rack-ready library in compact 2U`and 4U form factors,
describes which two libraries? Mark for Review
(1) Points
(S24 and S48 Tape Library)
(S12and S24 Tape Library)
(SL12and SL24 Tape Library)
(SL24 and SL48 Tape Library) (*)
9. Which statement about the SL24/SL48 Tape Library magazi
nes are correct? Mark for Review
(1) Points
The SL24 Tape Library has three removable magazines; the SL48 Tape Libra
ry has six removable magazines.
The SL24 Tape Library has two removable magazines; the SL48 Tape Library
has four removable magazines. (*)
The SL24 Tape Library has one removable magazines; the SL48 Tape Library
has two removable magazines.
The SL24 Tape Library has four removable magazines; the SL48 Tape Librar
y has eight removable magazines.
Correct Correct
10. Choose the actions that can be taken using the OCP Conf
iguration menu? Mark for Review
(1) Points
Change drive 1 SCSI ID, Configure network settings and Configure mailslo
t (*)
Change drive 1 SCSI ID, Configure mailslot and Power on/off drives
Change drive 1 SCSI ID, Configure network settings, Configure mailslot a
nd Power on/off drives
Change drive 4 SCSI ID, Configure network settings and Power on/off driv
es
y Installation and Maintenance training for more information
11. Allow the library to acclimate to the surrounding environment for at le
ast 12 hours before unpacking it if the temperature in the room where the librar
y will be installed varies by 15C (30F) from the room where the library was stored
Mark for Review
(1) Points
True (*)
False
Correct Correct
12. Which statement about replacing a tape drive is correct
? Mark for Review
(1) Points
Before removing the tape drive, ensure that the LED on the tape drive be
ing removed is off.
The tape drive is hot-swappable and before removing the tape drive, ensu
re that the LED on the tape drive being removed is off. (*)
An administrator password is not needed to power down a tape drive.
Significant force is needed to insert the new tape drive into the drive
bay and press the drive against the back of the library.
Correct Correct
13. Which options can be found in the OCP Operations menu?
Mark for Review
(1) Points
Set Master Drive and Run Tests
Run Tests, Unlock Left Magazines and Move Tape (SL24) or Move Media (SL4
8)
Set Master Drive, Run Tests, Unlock Left Magazines and Move Tape (SL24)
or Move Media (SL48)
Unlock Left Magazines and Move Tape (SL24) or Move Media (SL48) (*)
14. Which statement about SCSI requirements and host bus ad
apter (HBA) considerations are correct? Mark for Review
(1) Points
An HBA that supports LUN scanning is not necessary with a SCSI drive lib
rary.
An HBA that supports Target scanning is not necessary with a SCSI drive
library.
Ensure that your SCSI host adapter supports a wide SCSI-2 high-Voltage D
ifferential (LVD) SCSI bus.
Ensure that your SCSI host adapter supports a wide SCSI-2 or SCSI-3 Low-
Voltage Differential (LVD) SCSI bus. (*)
15. How many mailslots can be configured on the SL24 Tape L
ibrary? Mark for Review
(1) Points
1 (*)
3
4
2
16. Choose the contents that are shipped with the SL24/SL48 Tape Library, S
CSI drive model? Mark for Review
(1) Points
Two rack mount rails and Supported SCSI cables
Two rack mount rails, A SCSI terminator and Supported SCSI cables (*)
Four rack mount rails, Two SCSI terminator and Supported Fiber cables
Four rack mount rails and Supported SCSI cables
Correct Correct
17. The SL24/SL48 Tape Library has a shipping lock located
in the top center of the library. Mark for Review
(1) Points
True (*)
False
Correct Correct
18. When replacing the SL48 Tape Library base chassis, whic
h parts are removed from the old chassis and reinstalled into the new chassis?
Mark for Review
(1) Points
Power supply, Library controller, Robot and Tape drives
Power supply, Library controller and Tape drives (*)
Power supply and Library controller
Power supply and Tape drives
Correct Correct
19. The acronym (WORM) stands for? Mark for Review
(1) Points
Write-Once, Read-Many (*)
White-Once, Red-Many
Write-On, Ready-More
Will-Once, Retry Many
20. Name some of the options that are found in the SL24 Tap
e Library OCP Status/Information menu? Mark for Review
(1) Points
Inventory, Component Status, Network Information and Perform Inventory
Network Information and Perform Inventory (*)
Inventory, Component Status and Network Information
Inventory and Network Information
21. The SL150 supports the following drives: Mark for Review
(10) Points
LTO5 (*)
T10K C
LTO4 and LTO5
LTO4
Correct Correct!
22. True or False - The SL150 should be powered on using th
e Browser Graphical User interface. Mark for Review
(10) Points
True
False (*)
Incorrect Sorry, that is not correct. Please review the course co
ntent and try again.
23. True or False - The SL150 supports encryption. Mark fo
r Review
(10) Points
True (*)
False
24. The SL150 is being released as a replacement for the?
Mark for Review
(10) Points
(Choose all correct answers)
SL700
SL24/48 (*)
SL3000
SL500 (*)
Correct Correct!
25. The initial SL150 touch screen default password is:
Mark for Review
(10) Points
password
null
passw0rd (*)
changeme
26. Which of the following are hot-swappable components for the SL-150?
Mark for Review
(10) Points
Magazines
Power Supplies (*)
LTO Drives (*)
Operator Panel
27. The main approaches to monitoring the health and operat
ions of the StorageTek SL150 Modular Tape Library System are: Mark for Review

(10) Points
Reading the event log
Monitoring the Library from the User Interface (*)
Reviewing SL150healthstatus.log
Using Simple Network Management Protocol (SNMP) (*)
All of the above
28. True or False - the SL150 can proactively monitor the l
ibrary health. Mark for Review
(10) Points
True (*)
False
Correct Correct!
29. The base model of the SL-150 features how many USB port
s? Mark for Review
(10) Points
8
9 (*)
7
6
30. True or False - The SL150 does not have a license.
Mark for Review
(10) Points
True (*)
False
Correct Correct!
31. True or False - To increase customer ease of use, the SL150 doesn't all
ow for many Customer Replaceable Units (CRUs). Mark for Review
(10) Points
True
False (*)
32. The SL150 remote browser graphical user interface can b
e used to configure the following tasks: Mark for Review
(10) Points
Creating Additional User Accounts
Partitioning
Configuring Tape Drives
Configuring Drive Cleaning Operations (*)
All of the above
33. True or False - Refer to the StorageTek SL150 Modular T
ape Library System Customer Replaceable Unit Guide for detailed instructions on
replacing SL150 FRUs. Mark for Review
(10) Points
True
False (*)
Correct Correct!
34. True or False - the SL150 is NOT customer installable
Mark for Review
(10) Points
True
False (*)
35. You can add up to ____ 2U modules to expand cartridge c
apacity and increase the number of available tape drives. Mark for Review

(10) Points
two
four
three
nine (*)
36. What type of teminator would you use with an LTO Generation 3 SCSI tape
drive to ensure the maximum data transfer rate? Mark for Review
(1) Points
Low voltage differential [LVD] (*)
None, the HBA provides the termination
Single ended
High voltage differential [HVD]
Correct Correct
37. You connect the MAGMA box to which personal computer el
ement? Mark for Review
(1) Points
Ethernet port
USB connector
Serial port connector
PCI CardBus (*)
Incorrect Incorrect. Please refer to the Sun StorageTek SCSI/Fibre
Toolbox for Tape Drives course for more information.
38. Which test provides an option to show a graphical displ
ay? Mark for Review
(1) Points
High Temp/Capacity
Write/Read/Positioning Stress/Data Integrity (*)
TapeScan
Quick QC
Correct Correct
39. You can run the Tape Certification Test on which model
of tape drive? Mark for Review
(1) Points
T10000A
LTO
DLT-S4
T9940B (*)
40. The 24GB Streaming Test has completed. How do you obtai
n the detailed read/write statistics? Mark for Review
(1) Points
Select Inquiry in the Commands submenu
Select Confirm Device in the Tests submenu
Select Log Maintenance in the Commands submenu (*)
Select Tape Performance Measurement in the Tests submenu
Correct Correct
41. In a Disk-to-Disk-to-Tape solution the TTI would be used during which o
f the following? Mark for Review
(1) Points
Writing of data from server to disk
ACSLS and Master Server communication
Writing of data from disk to tape (*)
Writing of data from client to server
Correct Correct
42. What type of traffic goes across the TTI interface?
Mark for Review
(1) Points
SCSI commands
Library commands (*)
SNMP traps
Tape alerts
Incorrect Incorrect. Please refer to the Sun StorageTek Tape Trans
port Interface Fundamentals course for more information.
43. Which Sun StorageTek library needs to have its drives c
onfigured with a library slot address before the library will recognize the tape
drive? Mark for Review
(1) Points
9310 (*)
L180/L700
L1400
SL8500
44. What can be used to verify the Sun StorageTek tape libr
ary is communicating with a tape drive? Mark for Review
(1) Points
SCSI Fibre Toolbox Library Drive Test
Library Operator Panel (*)
Green LED blinking on the back of the tape drive
STDS Library Drive Test
45. On the SL8500 Library Console, the code version display
ed on the System details page for each drive has a slash (/) followed by some di
gits that indicate which of the following? Mark for Review
(1) Points
The version of the TTI code in that drive (*)
The fault symptom code
The tape expiration date
The install date
46. In a Fibre Channel network, a Node can best be described as which of th
e following ? Mark for Review
(1) Points
A device that can send and receive transmissions in a Fibre Channel netw
ork (*)
A disk
An optical connection
A library
Incorrect Incorrect. Please refer to the Sun StorageTek Fibre Chan
nel Fundamentals for Tape Drives course for more information.
47. In a fabric topology, tape drives use how many bits for
addressing ? Mark for Review
(1) Points
36
24 (*)
16
8
Correct Correct
48. Fibre-optic cables transmit what type of signals ?
Mark for Review
(1) Points
Optical (*)
Power
Electrical
Analogue
49. The SCSI Fibre Channel Protocol is also referred to as
which of the following ? Mark for Review
(1) Points
ATM
IPPI (*)
ESCON
FCP
50. In a fabric topology, you should power up which device
first ? Mark for Review
(1) Points
The switch (*)
The host
The tape drive
The disk
51. If a tape drive experiences a problem during a read operation it will d
o which of the following first ? Mark for Review
(1) Points
Report the problem to the host by sending sense data (*)
Execute the next command
Read to the end of the tape
Eject the cartridge
Correct Correct
52. A fabric topology includes which of the following ?
Mark for Review
(1) Points
Only hubs
Switches and / or directors (*)
Ethernet cables
Point-to-point connections
Correct Correct
53. A Frame in a Fibre Channel transmission includes which
of the following ? Mark for Review
(1) Points
Frequency information
Header information (*)
Calibration bits
Tape drive model information
54. Architectural layer FC-0 describes which of the followi
ng ? Mark for Review
(1) Points
The hardware (*)
The flow control
The upper level mapping
The protocol
Correct Correct
55. A unique World Wide Node Name has how many bits ?
Mark for Review
(1) Points
128
16
8
64 (*)
56. From this region you can drill down to specific dashboard where you wil
l find the details on what each health check was looking at, the potential syste
m issues, what risk is involved with the current setting and suggestions for how
to mitigate that risk. Mark for Review
(1) Points
System Health Region (*)
Getting started region
News Region
Service Request region
Draft Service Request region
Correct Corrrect
57. 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 Mark for Review
(1) Points
Customer Success Self-Assessment (*)
Transfer of Information (TOI)
Newsletters
Sustaining Support
Customer Services Catalog
Correct Corrrect
58. 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. Mark fo
r Review
(1) Points
Traditional support model
Pro-active support model (*)
Predictive support model
None of the above
All of the above
Incorrect Incorrect, refer to the Creating Customer Value trainin
g for more information
59. This is another resource available to customers designe
d to promote awareness and understanding of the available support tools and reso
urces to allow you to get the most out of your support investment. Mark fo
r Review
(1) Points
Support Process and Tools advisor webcasts (*)
Sustaining Support
Newsletters
60. Customer Success Self-Assessment is an online tool desi
gned to share Global Software Support good practices across 5 domains - Strategy
, Process, People, Technology and Governance Mark for Review
(1) Points
True (*)
False
Correct Corrrect
61. 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. Mark for Review
(1) Points
True (*)
False
Correct Correct
62. The Inventory and Usage region is available even for th
ose who are not using the Configuration Manager. Mark for Review
(1) Points
True
False (*)
Correct Corrrect
63. This region allows for quick and easy monitoring of all
your open issues right at the dashboard. Mark for Review
(1) Points
News region
Service Requests region (*)
Knowledge region
Correct Corrrect
64. 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. Mark fo
r Review
(1) Points
Remote Diagnostcs Agent
Support Diagnostics tool
Upgrade wizard
Change assistant
Configuration Manager (*)
65. 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. Mark for Review
(1) Points
Sustaining Support
Newsletters
Customer Services Catalog (*)
Lifetime Support Policy
Correct Corrrect
66. True or False. Browse knowledge allows users to navigate through the pro
duct hierarchy to specific folders of content in order to eliminate noisy result
s generated from generic queries against the entire knowledge base. Searching th
e knowledge base using the browser feature is a support best practice and is the
best way to access product specific information. Mark for Review
(1) Points
True (*)
False
Incorrect Incorrect, refer to the Creating Customer Value training
for more information
Oracle's Lifetime Support Policy
(Answer all questions in this section)
67. Extended Support is provided for an how many additional
years after Premier Support ends? Mark for Review
(1) Points
No limit
1 Year
5 years
8 Years
3 years (*)
Incorrect Incorrect. Refer to the Lifetime Support training for m
ore information.
68. Lifetime Support supports you at Every Stage of the App
lications Life Cycle Mark for Review
(1) Points
True (*)
False
ore information.
69. Certifications of New Oracle Products are covered under
which level(s) of support? Mark for Review
(1) Points
Premier Support
Extended Support
Sustaining Support
Premier & Extended Support (*)
None of the Above
ore information.
MVSP Overview
70. 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. Mark fo
r Review
(1) Points
True
False (*)
Correct Correct
71. Which of the following statements are Partner requirements for collabor
ation in the Multi-Vendor Support Program (MVSP)? Mark for Review
(1) Points
Partner must direct Mutual Customers to contact Oracle Support directly
on Oracle-related issues.
Partner must provide and maintain standard contact and escalation inform
ation for the MVSP. (*)
As part of the MVSP, Partners have the option of collaborating with Orac
le Support on a Mutual Customer support issue.
Partner must provide the Mutual Customers support identification number w
hen collaborating with Oracle Support. (*)
Partner must establish their own severity levels and response timeframes
for Mutual Customer support issues.
Incorrect Incorrect. Refer to the Multi-Vendor Support Program Ov
erview training for more information.
72. which are TSANet relationship levels? Mark for Review

(1) Points
Open Group Agreements
Closed Group Agreements (*)
Mission Critical Community (*)
Classic or Standard Community (*)
73. As an active OPN member, you are automatical become OPN
-MVSP benefit. Mark for Review
(1) Points
True
False (*)
Correct Correct
74. Which of the following statements regarding enrollment
in the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review
(1) Points
Useful MVSP enrollment information can be found on the OPN portal under
Support > Learn About Support Offerings and Benefits.
The MVSP is offered as a value-added benefit at no additional costs to O
racle Partners as part of their OPN membership.
A Partner should enroll in the MVSP proactively if they provide support
services to mutual customers.
A partner should wait to enroll in the MVSP until they encounter a multi
-vendor support issue from a mutual customer. (*)
Enrollment in the MVSP is easy by selecting the "Join Now" link from the
MVSP portal page on OPN.
Oracle Support Basics
(1) Points
True
False (*)
Correct Correct
76. Which of the following is the support challenges at the multiple vendor
computing environment? Mark for Review
(1) Points
Complexity of MVS environments
Rising Multi-Vendor Support Activity
Expanding call Resolution Times
Prohibitive Training Demands for technical analysts (*)
none of the above
All of the above
77. By participating in the MVSP as either a TSANet or OPN
member vendors are required to enter into time consuming or costly support or le
gal agreements. Mark for Review
(1) Points
True
False (*)
Correct Correct
78. how many MVSP components? Mark for Review
(1) Points
1
2 (*)
Correct Correct
79. There are no call restrictions with other members at th
e TSANet Mission Critical level Mark for Review
(1) Points
True (*)
False
80. A "Mutual Customer" under the Multi-Vendor Support Prog
ram must have an active support contract with BOTH Oracle and a participating Pa
rtner. Mark for Review
(1) Points
True (*)
False
Correct Correct
81. which year was TSANet established? Mark for Review
(1) Points
1991
1990
1992
1993 (*)
1994

(1) Points
83. 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. Mark fo
r Review
(1) Points
True
False (*)
My Oracle Support
84. Oracle recommends that customers install CPU Patches im
mediately Mark for Review
(1) Points
True (*)
False
Correct Corrrect
85. Projects works with Configuration to Mark for Review

(1) Points
Allows you to keep track of issues affecting your milestone (*)
Helps you schedule and plan for the roll-out of new Oracle implemenation
s (*)
Allows you to monitor SRs that are attached to a Project (*)
Allows you to manage the systems you choose to include in a single regio
n (*)
None of the Above
Incorrect Incorrect. Refer to the Using Projects in My Oracle Sup
port training for more information
86. How many filters can you add using PowerView Mark for Review
(1) Points
None
1
5
10
As many as you need (*)
Incorrect Incorrect. Refer to the "Customizing The Dashboard in M
y Oracle Support" training for more information.
87. Lifecycle PowerView Filter requires Configuration
Mark for Review
(1) Points
True (*)
False
Incorrect Incorrect. Refer to the Using PowerView in My Oracle Su
pport training for more information
My Oracle Support Community
88. The Main Community Home page or tab is comprised of a n
umber of regions including My Communities, Rank, Tags, Top Participants, Communi
ty Spotlight, recent content, getting started, news and announcements, and event
s Mark for Review
(1) Points
False
True (*)
Incorrect Incorrect. Refer to the My Oracle Support Community tra
ining for more information.
89. This tab in My Oracle Support community shows recently
created communities content. Mark for Review
(1) Points
Profile tab
People finder tab
Discussions and Documents tab (*)
Tags tab
Private Messages tab
90. This is the region where the Community Members can foll
ow as their rank grows through their continued community participation. Mark fo
r Review
(1) Points
The Tags region
The Rank region (*)
The News and Announements region
The Recent content region
The Getting started region
ining for more information
91. To enter the My Oracle Support Community area you will need to: Login t
o My Oracle Support Navigate to the Community Tab and click on the Enter My Oracl
e Support Community button Mark for Review
(1) Points
True (*)
Response 4
False
Response 5
Response 3
Correct Correct
92. 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. Mark for Review
(1) Points
Categories (*)
Community
Threads
Discussions
Messages
93. Collaborative Support is the ability to rapidly resolve
service incidents in customer environments through a collaborative resolution m
odel (commonly known as a Community). Mark for Review
(1) Points
True (*)
False
Correct Correct
Oracle Collaborative Support Program
94. In the OWC Toolbar , click on the following to enable D
esktop Sharing Mark for Review
(1) Points
Share 'Nothing'
Attendee drop down list
Chat icon
Conference Details button
Share Entire Desktop (*)
Incorrect Incorrect. Refer to the Collaborative Support Program O
verview training for more information.
95. When you enroll for a free eSeminar, the Conference Key
is sent through a confirmation email. Mark for Review
(1) Points
True (*)
False
Correct Correct
96. If you encounter issues in installing Oracle Web Conference Console , y
ou should Mark for Review
(1) Points
Try using a different browser
Troubleshoot using New User Test (*)
Contact Oracle Support Hotline
Contact your Network administrator
None of the above
How to Escalate a Service Request within Oracle Support
97. You should consider escalating an SR when Mark fo
r Review
(1) Points
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
Incorrect Incorrect. Refer to the How to Escalate a Service Reque
st within Oracle Support training for more information.
98. A Customer should ensure the following before requestin
g for a Service Request Escalation Mark for Review
(1) Points
Review the Service Request for correctness of problem statement
Update SR with business impact
Update SR with milestone date
Assess the appropriateness of severity level (*)
All of the above
Customer Service Soft-skills Training Best Practices
99. When reviewing communication standards in your company
its important to review and address the following subject. List all that applies.
Mark for Review
(1) Points
Observe proper etiquette in address customers. (*)
Understand how to properly address conflict and issues to defuse emotion
(*)
Use different vocabularies for addressing managers vs high tech database
administrator (*)
Develop protocol for conducting and managing conference calls (*)
Speak in a tone that offers support and confidence. (*)
Correct Correct
100. Customer Loyalty propels your company forward increasin
g sales and profitability. Mark for Review
(1) Points
True (*)
False
Correct Correct
101. To define the difference between mediocre companies, poor performers an
d Market Leaders Mark for Review
(1) Points
Create world-class customer contact (*)
Understand the difference between customers needs and wants (*)
Understand the concept that business cannot exist without satisfied cust
omers who help sustain revenues (*)
Know when to say no professionally to customer requests and providing al
ternate solutions (*)
Set reasonable and measureable expectations with their customers (*)
Correct Correct
102. What are softskills? Soft Skills let your customers kno
w: (Select all that applies). Mark for Review
(1) Points
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
Incorrect Incorrect. Refer to the Customer Service Soft-skills Tr
aining Best Practices training for more information.
103. Not having answers or know how to obtain information in
a timely manner contribute to customer frustration. Mark for Review
(1) Points
True (*)
False
104. What the customers want? Customers want and expect the
following from Oracle and its partners. Select all that applies. Mark for Review

(1) Points
Be the Center of Attention when they have Needs they want to feel they h
ave priority and attention when issues arise. (*)
expect us to be proactive and to anticipate their wants and needs (*)
staff needs to be proficient in all available communication options and
know when to appropriately use each (*)
Effectively read customers preferred communication style (*)
None of the above
105. Effective Communication skills are NOT essential in dev
eloping satisfied customers. Mark for Review
(1) Points
True
False (*)
1. What information is viewed under the Status tab? Mark for Review

(1) Points
Robotic status, Drive activity and Tape cartridge inventory (*)
Drive activity, User password and Tape cartridge inventory
Drive activity and Tape cartridge inventory
User password and Tape cartridge inventory
Correct Correct
2. What information is viewed under the Identity tab?
Mark for Review
(1) Points
Library IP address and Drive SCSI ID
Right magazine inventory, Library serial number and Drive SCSI ID
Library serial number, Library IP address and Drive SCSI ID (*)
Right magazine inventory, Library serial number, Library IP address and
Drive SCSI ID
Correct Correct
3. Which statement about SCSI requirements and host bus ad
apter (HBA) considerations are correct? Mark for Review
(1) Points
An HBA that supports Target scanning is not necessary with a SCSI drive
library.
Ensure that your SCSI host adapter supports a wide SCSI-2 or SCSI-3 Low-
Voltage Differential (LVD) SCSI bus. (*)
Ensure that your SCSI host adapter supports a wide SCSI-2 high-Voltage D
ifferential (LVD) SCSI bus.
An HBA that supports LUN scanning is not necessary with a SCSI drive lib
rary.
Correct Correct
4. Name some of the options that are found in the SL24 Tap
e Library OCP Status/Information menu? Mark for Review
(1) Points
Inventory, Component Status, Network Information and Perform Inventory
Network Information and Perform Inventory (*)
Inventory, Component Status and Network Information
Inventory and Network Information
Correct Correct
5. Which components are accessible from the front panel?
Mark for Review
(1) Points
Magazines, Operator control panel, Power button and Power connector
Magazines, Operator control panel, Power button, Power connector and Dri
ves
Magazines and Power button
Magazines, Operator control panel and Power button (*)
6. When replacing the SL48 Tape Library base chassis, which parts are remo
ved from the old chassis and reinstalled into the new chassis? Mark for Review

(1) Points
Power supply, Library controller and Tape drives (*)
Power supply and Library controller
Power supply, Library controller, Robot and Tape drives
Power supply and Tape drives
Correct Correct
7. It's recommended using the magazine manual-release proc
ess when replacing magazines. Mark for Review
(1) Points
True
False (*)
Correct Correct
8. Allow the library to acclimate to the surrounding envir
onment for at least 12 hours before unpacking it if the temperature in the room
where the library will be installed varies by 15C (30F) from the room where the li
brary was stored Mark for Review
(1) Points
True (*)
False
Correct Correct
9. Which options can be found in the OCP Operations menu?
Mark for Review
(1) Points
Unlock Left Magazines and Move Tape (SL24) or Move Media (SL48) (*)
Set Master Drive and Run Tests
Run Tests, Unlock Left Magazines and Move Tape (SL24) or Move Media (SL4
8)
Set Master Drive, Run Tests, Unlock Left Magazines and Move Tape (SL24)
or Move Media (SL48)
Correct Correct
10. The acronym (WORM) stands for? Mark for Review
(1) Points
White-Once, Red-Many
Write-Once, Read-Many (*)
Will-Once, Retry Many
Write-On, Ready-More
Correct Correct
11. The SL24 Tape Library can hold up to the many data cartridges. Mark fo
r Review
(1) Points
24
28
20 (*)
16
12. Which SL24 Tape Library parts are end-user replaceable?
Mark for Review
(1) Points
Magazine, Power supply and Base chassis
Magazine, Tape drive and Base chassis
Power supply and Base chassis
Magazine, Tape drive, Power supply and Base chassis
13. Which statement about the SL24/SL48 Tape Library magazi
nes are correct? Mark for Review
(1) Points
The SL24 Tape Library has four removable magazines; the SL48 Tape Librar
y has eight removable magazines.
The SL24 Tape Library has two removable magazines; the SL48 Tape Library
has four removable magazines. (*)
The SL24 Tape Library has three removable magazines; the SL48 Tape Libra
ry has six removable magazines.
The SL24 Tape Library has one removable magazines; the SL48 Tape Library
has two removable magazines.
Correct Correct
14. Which components are accessible from the rear panel?
Mark for Review
(1) Points
Tape drives, Power button, Power connector and Ethernet port
Tape drives, Power button and Power connector
Tape drives, Power button and Ethernet port (*)
Power button and Ethernet port
15. The SL24/SL48 Tape Library has a shipping lock located
in the top center of the library. Mark for Review
(1) Points
True (*)
False
Correct Correct
16. Choose the actions that can be taken using the OCP Configuration menu?
Mark for Review
(1) Points
Change drive 1 SCSI ID, Configure network settings, Configure mailslot a
nd Power on/off drives
Change drive 1 SCSI ID, Configure network settings and Configure mailslo
t (*)
Change drive 1 SCSI ID, Configure mailslot and Power on/off drives
Change drive 4 SCSI ID, Configure network settings and Power on/off driv
es
Correct Correct
17. The front-panel LEDs are Ready, Clean, Attention, and E
rror. Mark for Review
(1) Points
True (*)
False
Correct Correct
18. Which library behavior allows the library to switch bet
ween Sequential and Random mode depending on the SCSI command received? Mark fo
r Review
(1) Points
Automatic (*)
Automode
Random
Sequential
Correct Correct
19. The robotic motion is stopped when a magazine is remove
d. Mark for Review
(1) Points
True (*)
False
Correct Correct
20. A rack-ready library in compact 2U`and 4U form factors,
describes which two libraries? Mark for Review
(1) Points
(SL24 and SL48 Tape Library) (*)
(SL12and SL24 Tape Library)
(S24 and S48 Tape Library)
(S12and S24 Tape Library)
Correct Correct
21. Which of the following are hot-swappable components for the SL-150?
Mark for Review
(10) Points
Power Supplies (*)
Magazines
Operator Panel
LTO Drives (*)
Correct Correct!
22. True or False - The SL150 supports encryption. Mark fo
r Review
(10) Points
True (*)
False
Correct Correct!
23. The SL150 is being released as a replacement for the?
Mark for Review
(10) Points
SL700
SL24/48 (*)
SL500 (*)
SL3000
Correct Correct!
24. Basic library initialization performed from the touch s
creen of the SL150 front control panel involves the following tasks: Mark fo
r Review
(10) Points
Changing the default administrator password (*)
Setting the date and time for the library (*)
Creating a partition
Configuring the library network interface (*)
Correct Correct!
25. You can add up to ____ 2U modules to expand cartridge c
apacity and increase the number of available tape drives. Mark for Review

(10) Points
four
nine (*)
three
two
Correct Correct!
26. The HP Library and Tape Tool (LTT) diag tool will allow you to:
Mark for Review
(10) Points
Retrieve Support Dumps from a tape drive
Upgrade the firmware on a tape drive
Run diagnostics/health checks on a tape drive
All of the above (*)
Correct Correct!
27. The SL150 remote browser graphical user interface can b
e used to configure the following tasks: Mark for Review
(10) Points
Creating Additional User Accounts
Partitioning
Configuring Tape Drives
Configuring Drive Cleaning Operations (*)
All of the above
Correct Correct!
28. True or False - The SL150 library supports both version
2c and version 3 of the SNMP standard. Mark for Review
(10) Points
True (*)
False
29. What features does the new library GUI in the Remote Br
owser Interface include in the SL150? Mark for Review
(10) Points
Manage settings (*)
Preform library operations (*)
Monitor library health (*)
Oraganize magazines
30. True or False - the SL150 is NOT customer installable
Mark for Review
(10) Points
True
False (*)
Correct Correct!
31. The main approaches to monitoring the health and operations of the Stor
ageTek SL150 Modular Tape Library System are: Mark for Review
(10) Points
Reading the event log
Monitoring the Library from the User Interface (*)
Reviewing SL150healthstatus.log
Using Simple Network Management Protocol (SNMP) (*)
All of the above
Correct Correct!
32. True or False - Refer to the StorageTek SL150 Modular T
ape Library System Customer Replaceable Unit Guide for detailed instructions on
replacing SL150 FRUs. Mark for Review
(10) Points
True
False (*)
Correct Correct!
33. True or False - the SL150 can proactively monitor the l
ibrary health. Mark for Review
(10) Points
True (*)
False
Correct Correct!
34. The initial SL150 touch screen default password is:
Mark for Review
(10) Points
password
changeme
null
passw0rd (*)
Correct Correct!
35. True or False - The SL150 should be powered on using th
e Browser Graphical User interface. Mark for Review
(10) Points
True
False (*)
Correct Correct!
36. From which Web site can you download a driver for the MAGMA box?
Mark for Review
(1) Points
http://support.qlogic.com/support/
Sun System Handbook (*)
Primus database
Customer Resource Center
Correct Correct
37. Which test provides an option to show a graphical displ
ay? Mark for Review
(1) Points
Write/Read/Positioning Stress/Data Integrity (*)
TapeScan
Quick QC
High Temp/Capacity
Correct Correct
38. What type of teminator would you use with an LTO Genera
tion 3 SCSI tape drive to ensure the maximum data transfer rate? Mark fo
r Review
(1) Points
High voltage differential [HVD]
Single ended
None, the HBA provides the termination
Low voltage differential [LVD] (*)
Correct Correct
39. What is the maximum number of host bus adapter (HBA) ca
rds you can install in the MAGMA box without a special mounting bracket?
Mark for Review
(1) Points
Zero
One
Three
Two (*)
Correct Correct
40. You have started the SCSI/Fibre ToolBox, but the GUI di
splays a disk target on the internal SCSI bus of the personal computer. How woul
d you display the tape drive target? Mark for Review
(1) Points
Use the View All Buses button (*)
Select Confirm Device in the Tests submenu
Select Test Unit Ready in the Commands submenu
Use the File menu
41. What can be used to verify the Sun StorageTek tape library is communica
ting with a tape drive? Mark for Review
(1) Points
STDS Library Drive Test
SCSI Fibre Toolbox Library Drive Test
Library Operator Panel (*)
Green LED blinking on the back of the tape drive
Correct Correct
42. The TTI interface communicates using which protocol?
Mark for Review
(1) Points
SCSI
FDDI
Fibre channel
Serial (*)
43. In a Disk-to-Disk-to-Tape solution the TTI would be use
d during which of the following? Mark for Review
(1) Points
ACSLS and Master Server communication
Writing of data from server to disk
Writing of data from disk to tape (*)
Writing of data from client to server
Correct Correct
44. Which Sun StorageTek library needs to have its drives c
onfigured with a library slot address before the library will recognize the tape
drive? Mark for Review
(1) Points
SL8500
L1400
9310 (*)
L180/L700
Correct Correct
45. The TTI Interface contains what components? Mark fo
r Review
(1) Points
Host software, cabling, tape drive, library
Library management software, cabling, tape drive, library
Backup software, cabling, tape drive, library
Twisted pair cables, connectors, library, tape drive (*)
46. Fibre-optic cables transmit what type of signals ? Mark for Review

(1) Points
Power
Electrical
Optical (*)
Analogue
Correct Correct
47. In a fabric topology, what is the purpose of the Switch
Simple Nameserver ? Mark for Review
(1) Points
It maintains a database of ports on the fabric (*)
It maps switch ports
It connects to a public loop
It calculates World Wide Node Names
Correct Correct
48. In a Fibre Channel network, a Node can best be describe
d as which of the following ? Mark for Review
(1) Points
A library
A disk
An optical connection
A device that can send and receive transmissions in a Fibre Channel netw
ork (*)
Correct Correct
49. A Frame in a Fibre Channel transmission includes which
of the following ? Mark for Review
(1) Points
Calibration bits
Header information (*)
Tape drive model information
Frequency information
Correct Correct
50. When a tape drive in a fabric network is powered on, wh
at is the next step in the sequence required for it to be able to operate as par
t of the network ? Mark for Review
(1) Points
Fabric Login (FLOGI) (*)
Fabric registration
Port Login (PLOGI)
Process Login (PRLI)
Correct Correct
51. What is a possible source of light in a Fibre Channel network ?
Mark for Review
(1) Points
Laser (*)
Glass fiber
Fluorescent light
Electrical impulse
Correct Correct
52. How many layers are defined in the Fibre Channel archit
ecture ? Mark for Review
(1) Points
8
4 (*)
1
16
Correct Correct
53. A Fibre Channel arbitrated loop topology uses which dev
ice ? Mark for Review
(1) Points
A terminal
A hub (*)
A director
A switch
54. A World Wide Port Name is assigned to what ? Mark fo
r Review
(1) Points
The hub
The ESCON Director
All Nodes
Each port of an HBA and each port of a tape drive (*)
Correct Correct
55. A unique World Wide Node Name has how many bits ?
Mark for Review
(1) Points
16
8
64 (*)
128
Correct Correct
56. This is another great resource, available to you 24x7 through the Knowl
edge Tab in My Oracle Support. This provides access to our extensive database wi
th more than 800,000 solutions covering the entire range of Oracle products.
Mark for Review
(1) Points
Patches & Updates tabb
Knowledge Base (*)
Service Request tab
Dashboard tab
Communtiy tab
57. 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. Mark for Review
(1) Points
Sustaining Support
Newsletters (*)
Lifetime Support Policy
58. True or False. Browse knowledge allows users to navigate
through the product hierarchy to specific folders of content in order to elimin
ate noisy results generated from generic queries against the entire knowledge ba
se. Searching the knowledge base using the browser feature is a support best pra
ctice and is the best way to access product specific information. Mark fo
r Review
(1) Points
True (*)
False
Correct Corrrect
59. Patches and Updates tab- This functionality has been co
mpletely redesigned with the migration from Metalink and Metalink 3 to My Oracle
Support. This tab now provides the user with a dashboard centric, Patch Home Pa
ge allowing the user to: Mark for Review
(1) Points
Identifying collections of patches which a customer might want to consid
er applying as a group. (*)
Search for patches by Patch Number, Product, Product Family and Saved Se
arches through the Simple Search option (*)
You will be presented with information about how many customers have dow
nloaded that particular patch. (*)
Provides Patch Recommendations making it easier to obtain and deploy fix
es for known critical issues (*)
Ability to view and download patches from the Patch Recommendations and
Search capability Viewing Patch and Update Information in the My Oracle Support
interface (*)
Correct Corrrect
60. Identify the support model described: This support mode
l centered around reactively working customer issues. You work with support on t
he issue, identify a solution, and then move to implement that solution.
Mark for Review
(1) Points
Traditional support model (*)
Pro-active support model
Predictive support model
None of the above
All of the above
61. This region allows for quick and easy monitoring of all your open issue
s right at the dashboard. Mark for Review
(1) Points
Knowledge region
News region
Service Requests region (*)
62. This region contains the capability to drill down and s
ee the details for any of the systems in your collected configurations. You can
compare point in time history of your systems as well, allowing you to identify
any changes that have occurred over time. Mark for Review
(1) Points
News region
Service Request region
Systems region (*)
Correct Corrrect
63. Our main focus in Support is to assist in minimizing an
y disruptions to your system. We do this through Mark for Review
(1) Points
Problem Avoidance through the Configuration manager health checks (*)
Self Service Resolution - resolving problems without the need to contact
Oracle Support (*)
Reduction in resolution time - minimizing the time spent to resolve an i
ssue (*)
Answers 1 & 2 only
None of the above
Correct Correct
64. Customer Success Self-Assessment is an online tool desi
gned to share Global Software Support good practices across 5 domains - Strategy
, Process, People, Technology and Governance Mark for Review
(1) Points
True (*)
False
Correct Corrrect
65. List all benefits of using My Oracle Support. Mark fo
r Review
(1) Points
Provides you access to the My Oracle Support Community, where you can pa
rticipate in discussions, and exchange knowledge with an extensive network of pe
ers and Oracle experts. (*)
Answers 1,2 & 3 only
It is Oracle's next generation support platform. (*)
It is an easy to navigate, web-based portal that provides personalized,
proactive, and collaborative support. (*)
It is the single point-of-entry for all interactions with Oracle Support
(*)
Correct Corrrect
66. To customize the Regions on the Main Dashboard you can drag-and-drop th
ose you want included and rearrange them according to how you want them to show
up. Mark for Review
(1) Points
True (*)
False
Oracle's Lifetime Support Policy
67. While in Sustaining Support, the pricing is equal to pr
icing as if in Premier Support Mark for Review
(1) Points
True (*)
False
Correct Corrrect
68. Certifications of New Oracle Products are covered under
which level(s) of support? Mark for Review
(1) Points
Premier Support
Extended Support
Sustaining Support
Premier & Extended Support (*)
None of the Above
Correct Corrrect
69. Lifetime Support supports you at Every Stage of the App
lications Life Cycle Mark for Review
(1) Points
True (*)
False
Correct Corrrect
MVSP Overview
70. how many MVSP components? Mark for Review
(1) Points
2 (*)
1
Correct Correct
71. A "Mutual Customer" under the Multi-Vendor Support Program must have an
active support contract with BOTH Oracle and a participating Partner. Mark fo
r Review
(1) Points
True (*)
False
Correct Correct
72. Which of the following is the support challenges at the
multiple vendor computing environment? Mark for Review
(1) Points
none of the above
All of the above
Correct Correct

(1) Points
1994
1992
1991
1993 (*)
1990
Correct Correct
74. Which of the following statements are Partner requireme
nts for participation in the Multi-Vendor Support Program (MVSP)? Mark fo
r Review
(1) Points
Partner must be accepted into all Product Focus Areas in order to partic
ipate in the MVSP.
Partner must be trained on all Oracle products they wish to engage with
Oracle Support through the MVSP.
Partner must be a current OPN member in good standing. (*)
Partner must have a published profile in OPN Solutions Catalog. (*)
Partner must apply and received confirmation of acceptance for use of th
e MVSP benefit. (*)
Oracle Support Basics
nts for participation in the Multi-Vendor Support Program (MVSP)? Mark fo
r Review
(1) Points
Partner must be trained on all Oracle products they wish to engage with
Oracle Support through the MVSP.
Partner must have a published profile in OPN Solutions Catalog. (*)
Partner must apply and received confirmation of acceptance for use of th
e MVSP benefit. (*)
Partner must be a current OPN member in good standing. (*)
Partner must be accepted into all Product Focus Areas in order to partic
ipate in the MVSP.
76. MVSP can be a replacement for support Mark for Review
(1) Points
True
False (*)
Correct Correct
77. Which of the following statements reflect the value pro
position to our Mutual Customers as a result of the Multi-Vendor Support Program
(MVSP)? Mark for Review
(1) Points
Increases the risk and costs associated with owning multi-vendor solutio
ns.
Increases the time to implementation for multi-vendor solutions.
Provides enhanced support value for multi-vendor implementations. (*)
Improves response by having all parties involved in the collaboration. (
*)
Strives to prevent the frustration of finger-pointing between vendors and
improves overall satisfaction. (*)
78. A "Mutual Customer" under the Multi-Vendor Support Prog
ram must have an active support contract with BOTH Oracle and a participating Pa
rtner. Mark for Review
(1) Points
True (*)
False
Correct Correct

(1) Points
1994
1990
1993 (*)
1992
1991
Correct Correct
nts for collaboration in the Multi-Vendor Support Program (MVSP)? Mark fo
r Review
(1) Points
As part of the MVSP, Partners have the option of collaborating with Orac
le Support on a Mutual Customer support issue.
Partner must provide and maintain standard contact and escalation inform
ation for the MVSP. (*)
Partner must provide the Mutual Customers support identification number w
hen collaborating with Oracle Support. (*)
Partner must direct Mutual Customers to contact Oracle Support directly
on Oracle-related issues.
Partner must establish their own severity levels and response timeframes
for Mutual Customer support issues.
Correct Correct
81. Which of the following is the support challenges at the multiple vendor
computing environment? Mark for Review
(1) Points
none of the above
All of the above
Correct Correct
(1) Points
True
False (*)
Correct Correct

(1) Points
Correct Correct
My Oracle Support
84. The following filters are available in PowerView
Mark for Review
(1) Points
Host Name, Lifecycle, Platform and Product (*)
SR Owner, SR Creation Date, SR Closure Date
Support Identifier, System Description, System Name (*)
Custom System Properties (*)
None of the Above
Incorrect Incorrect. Refer to the Using PowerView in My Oracle Su
pport training for more information
85. Oracle recommends that customers install CPU Patches im
mediately Mark for Review
(1) Points
True (*)
False
Correct Corrrect
86. My Oracle Support Global Search searches Mark for Review
(1) Points
The Attachment text only and not the Document Body text
Both the Document Body and the Attachment texts (*)
The Document Body text only and not the Attachment text
Incorrect Incorrect. Refer to the Search and Browse Featueres in
My Oracle Support training for more information
87. In what ways can you customize your dashboard Mark fo
r Review
(1) Points
Minimize and maximize regions
Drag and drop regions
Sort attributes ascending or descending
None of the above (*)
All of the above
Incorrect Incorrect. Refer to the My Oracle Support training for
more information.
My Oracle Support Community
88. The Main Community Home Page contains links to new memb
er orientation resources, recorded trainings, FAQs, and a variety of other helpf
ul resources for those of you just starting out in the communities. Mark fo
r Review
(1) Points
False
True (*)
Correct Correct
89. To enter the My Oracle Support Community area you will
need to: Login to My Oracle Support Navigate to the Community Tab and click on t
he Enter My Oracle Support Community button Mark for Review
(1) Points
Response 5
Response 4
Response 3
True (*)
False
Correct Correct
90. 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. Mark for Review
(1) Points
Messages
Threads
Community
Discussions
Categories (*)
Correct Correct
91. True or False. Another community benefit is the Rewards and Recognition
Program. In this program, we find opportunities to recognize users for their pa
rticipation and success within the community. Mark for Review
(1) Points
True (*)
False
Correct Correct
92. This is the region where the message from an Oracle Exe
cutive is often highlighted. Mark for Review
(1) Points
The Spotlight region (*)
The Tags region
93. This is the region where the Community Members can foll
ow as their rank grows through their continued community participation. Mark fo
r Review
(1) Points
The Tags region
The Rank region (*)
Correct Correct
Oracle Collaborative Support Program
94. If you encounter issues in installing Oracle Web Confer
ence Console , you should Mark for Review
(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 Correct
95. Which of the following are the benefits of using Oracle
Collaborative Support ? Mark for Review
(1) Points
Faster resolution of issues (*)
Provide training on how to use a Product
Improve Customer Satisfaction (*)
Provide customer with license discounts
All of the above
96. Voice streaming enables the host to broadcast his voice to attendees, a
nd the attendees can listen to the host either through their telephone or throug
h their PC speakers. Mark for Review
(1) Points
True (*)
False
Correct Correct
How to Escalate a Service Request within Oracle Support
97. The most effective way to escalate a SR is to Mark fo
r Review
(1) Points
Via your Oracle Account Manager
Update SR in My Oracle Support and then call into Support (*)
Call into the Support Hotline number
Update the SR with escalation request via My Oracle Support
98. If you wish to escalate further up the Oracle Managemen
t chain what must you have in place? Mark for Review
(1) Points
Escalation contacts further up your internal organisation (*)
Authorisation from your Oracle Account Manager
An additional business case
OCS session arranged
Correct Correct
Customer Service Soft-skills Training Best Practices
99. It is good communication practice to train staff to shi
eld customers from internal issues maintain professionalism and confidence when
in front of customer if internal roadblocks are encountered. Mark for Review

(1) Points
True (*)
False
Correct Correct
100. To help build an effective customer service model for y
our business its important to identify and build an effective communication and k
nowledge model based on the similarities and common characteristics of your cust
omers. Mark for Review
(1) Points
True (*)
False
101. When reviewing communication standards in your company its important to
review and address the following subject. List all that applies. Mark fo
r Review
(1) Points
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 (*)
Understand how to properly address conflict and issues to defuse emotion
(*)
Correct Correct
102. Superior Ownership Experience is all about relationship
s, trust, commitment, communication, doing the right thing Mark for Review

(1) Points
True (*)
False
Correct Correct
103. Understand the difference between what your customers w
ant and what your customers need helps provide positive customer experience. Pro
viding targeted information and advice they can use them to focus more on what t
hey need than on what they think they want. Mark for Review
(1) Points
True (*)
False
104. 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. Mark for Review
(1) Points
True (*)
False
Correct Correct
105. Select ALL important points to consider to ensuring a p
roductive relationship with your customers. Mark for Review
(1) Points
Teach the customer how to better interact with your processes (*)
Under promise and over deliver (*)
Define and structure service provided what is provided and how, time lin
es, milestones (*)
Teach and develop time-management skills for your employees prioritizati
on of tasks, urgency vs impact (*)
Plan and execute well by focusing on both proactive and reactive techniq
ues to minimize stress (*)
Correct Correct

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1. Which SL24 Tape Library parts are end-user replaceable?

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