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1.

Which product line has extreme single-threaded performance and industry


-leading reliability and availability. Mark for Review
(1) Points
T-Series servers
x86 rack-mount servers
M-Series servers (*)
Blade servers

Correct
2.
Oracle Enterprise Manager Ops Center provide physical a
nd virtual systems management for Oracle's SPARC and x86 servers.
Mark for
Review
(1) Points
True (*)
False

Correct
3.
A banking customer is looking to deploy a new Java-base
d web application. In general, which server should you recommend for this type o
f workload?
Mark for Review
(1) Points
Netra servers (e.g., Sun Netra T5440)
T-Series servers (e.g., T3-1) (*)
M-Series servers (e.g., M4000)
V-Series servers (e.g., V240)

Incorrect. Refer to the Server Overview training for more infor


mation.

4.
Oracle Enterprise Linux is supported on x86, x86-64, an
d SPARC64 architectures.
Mark for Review
(1) Points
True
False (*)

Correct
5.
Which product line is designed for customers who want o
r need to minimize server management, and datacenter space, power, and cooling,
without giving up performance? Mark for Review
(1) Points
x86 rack-mount servers
M-Series servers
T-Series servers
Blade servers (*)

Incorrect. Refer to the Server Overview training for more infor


mation.
6.
How many server products make up the Sun SPARC Enterprise MX000 server
line? Mark for Review
(1) Points
Five (*)
Eight
Two
Four

Correct
7.
How many rack units (RUs) does the M4000 server utilize
?
Mark for Review
(1) Points

8 RU
6 RU (*)
10 RU
12 RU

Correct
8.

How many cores does each SPARC64 VI CPU have? Mark for

Review
(1) Points
Six
Two (*)
Four
One

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overv


iew and Architecture training for more information.

vers support?
(1) Points

9.
What type of CPUs do the Sun SPARC Enterprise MX000 ser
Mark for Review

UltraSPARC T1
UltraSPARC III/IV
UltraSPARC I/II
SPARC64 VI/VII (*)

Correct

10.
What are the maximum number of high-density disk drives
that can reside in a high-end server's IOU?
Mark for Review
(1) Points
Eight
Two
Six
Four (*)

Correct
11.
What is the purpose of the system controller (SC) in the MX000 servers?
Mark for Review
(1) Points
It provides console to the domains.
It is an ASIC that provides an interface between the MACs, the CPUs, and
the I/O controllers. (*)
It monitors power to the system.
It allows you to configure domains.

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overv


iew and Architecture training for more information.
12.
stem board (XSB)?
(1) Points

What are the possible configurations for an extended sy


Mark for Review

uni-mode, dual-mode, and quad-mode


uni-mode and quad-mode (*)
dual-mode and quad-mode
uni-mode and dual-mode

Correct
13.
What are the maximum number of memory boards (MEMBs) th
at a M5000 server supports?
Mark for Review
(1) Points
Eight (*)
Two
Four
Six

Correct
14.
processor (XSCFU)?
(1) Points

Which of the following is not a function of the service


Mark for Review

Manages Capacity on Demand


Acts as an OS installation server for the domains (*)
Configures and monitors the platform
Provides system console

Correct
15.
n a M8000 server?
(1) Points
Sixteen
Eight
Four (*)

How many Physical System Board sets (PSBs) can reside i


Mark for Review

Twelve

Correct
16.
How many domains can you configure in a fully loaded M8000 server?
Mark for Review
(1) Points
Twenty-four
Eight
Sixteen (*)
Four

Correct
17.

What is a physical system board composed of?

Mark for

Review
(1) Points
CPU and I/O
CPU and memory
Memory and I/O
CPU, Memory, and I/O (*)

Correct
18.
What type of PCI cards do the M4000 and M5000 servers s
upport? Mark for Review
(1) Points
PCI-E
PCI-X
Both PCI-E and PCI-X (*)

None of the above

Correct
19.

Which of the following is a true statement?

Mark for

Review
(1) Points
CPUs and memory reside on the same board in the mid-range servers.
CPUs and memory reside on different boards in the high-end servers.
CPUs and memory reside on different boards in the mid-range servers. (*)
None of the above.

Correct
20.
What type of interconnect is used in the MX000 server l
ine?
Mark for Review
(1) Points
Infiniband
UPA
Jupiter (*)
Sun Fire

Correct
21.
Which of the following is not a security function of the XSCF? Mark for
Review
(1) Points
User privilege management
Access management by filtering

Log management
Firewall (*)

Correct
22.
M3000 server occupy?
(1) Points

How many rack units (RUs) does the Sun SPARC Enterprise
Mark for Review

8 RU
6 RU
2 RU (*)
4 RU

Correct

on the XSCF?
(1) Points

23.
Which of the following user interfaces is not available
Mark for Review

XSCF shell via network


XSCF web via serial (*)
XSCF web via network
XSCF shell via serial

Correct

er supply?
(1) Points

24.
What command needs to be executed before removing a pow
Mark for Review

<tt>replacefru</tt> (*)

<tt>poweroff</tt>
<tt>showhardconf</tt>
<tt>removefru</tt>

Correct
25.
se M3000 Server?
(1) Points

Which direction does air flow in the Sun SPARC Enterpri


Mark for Review

Bottom to top
Top to bottom
Back to front
Front to back (*)

Correct
26.
What is the purpose of the Predictive Failure Analysis?
Review
(1) Points

Mark for

To automatically diagnose underlying problems and respond accordingly (*


)
To mirror your boot disk
To patch your system
To put your system into low power mode when not in use

Correct
27.
Mark for Review
(1) Points

How can you connect to the XSCF service processor?

Through both the serial and the Ethernet port (*)


Through the Ethernet port
Through the keyboard and monitor
Through the serial port

Incorrect. Refer to the Sun SPARC(TM) Enterprise M3000 Server t


raining for more information.
28.
What is the average weight of a fully loaded Sun SPARC
Enterprise M3000 server?
Mark for Review
(1) Points
150 pounds
75 pounds
125 pounds
50 pounds (*)

Correct
29.
Mark for Review
(1) Points
Two (*)
Four
One
Three

Correct

How many cooling groups is the system divided into?

30.
Which of the following is not a method for downloading
the firmware using the <tt>getflashimage<//> command? Mark for Review
(1) Points
ftp
USB memory stick
ssh (*)
http

Correct
31.
Which of the following components is not a FRU?
(1) Points

Mark for Review

CPU (*)
Fan
Power supply
DVD drive

Correct
32.
Which of the following is not one of the statuses to th
e <tt>showhardconf</tt> command output? Mark for Review
(1) Points
Deconfigured
Crunched (*)
Degraded
Faulted

Correct

33.

Which of the following is a true statement?

Mark for

Review
(1) Points
The fan tray modules are hot-replaceable
The fan tray modules are redundant
The fan tray modules are neither redundant nor hot-replaceable
The fan tray modules are redundant and hot-replaceable (*)

Correct
34.
Where does the system power LED reside on the Sun SPARC
Enterprise M3000 server?
Mark for Review
(1) Points
The rack that it is installed in
The back of the server
The top of the server
The operator panel (*)

Correct
35.
e hard disk drives?
(1) Points

Which of the following is a true statement regarding th


Mark for Review

They are SATA drives


Supported are 100 GB and 200 GB
They are SAS drives (*)
There are internal cables connecting them to a disk controller card

Correct
36.
What symbol is placed beside a failed or degraded component in the <tt>
showhardconf</tt> and <tt>showstatus</tt> command output?
Mark for Review
(1) Points
* (*)
+
^

Correct

ator panel?
(1) Points

37.
Which of the following LEDs does not reside on the oper
Mark for Review

System power LED


System fault LED
Locator LED (*)
XSCF ready LED

Correct
38.

How many USB ports does the Sun Fire X4540 server have?

Mark for Review


(1) Points
One for the domain
One for the domain and one for the service processor
One for the service processor (*)
none

Incorrect. Refer to the Sun SPARC(TM) Enterprise M3000 Server t


raining for more information.
39.
Which of the following components is not visible from t
he rear of the server? Mark for Review
(1) Points
PCI-E cards
Ethernet ports
Power supplies
Fans (*)

Correct
40.

How many groups is memory divided into?

Mark for

Review
(1) Points
Four - Groups 1, 2, 3, and 4
Two - Groups A and B (*)
Four - Groups A, B, C and D
Two - Groups 1 and 2

Incorrect. Refer to the Sun SPARC(TM) Enterprise M3000 Server t


raining for more information.
41.
What are the supported DIMM sizes?
(1) Points
256MB, 512MB, 1GB
1GB, 2GB, 8GB
512MB, 1GB, 2GB

Mark for Review

1GB, 2GB, 4GB (*)

Incorrect. Refer to the Sun SPARC(TM) Enterprise M3000 Server t


raining for more information.
42.
Which of the following servers does the behavior of the
M3000 server most resemble?
Mark for Review
(1) Points
Sun SPARC Enterprise MX000 servers (*)
Sun Fire Mid-range servers
Sun Fire E25K
Sun SPARC Enterprise T2000 server

Correct
43.
Which command do you use to update firmware on the serv
ice processor? Mark for Review
(1) Points
<tt>obpupdate</tt>
<tt>load</tt>
<tt>flashupdate</tt> (*)
<tt>firmwareupdate</tt>

Correct
44.
What is the maximum internal storage configuration for
the Sun SPARC Enterprise M3000 server? Mark for Review
(1) Points
Two 146GB hard drives

Three 146GB hard drives


One 146GB hard drive
Four 146GB hard drives (*)

Correct

Sun SPARC Enterprise MX000 Server Support Readiness Training


(Answer all questions in this section)
45.

How would you set the hostname for XSCF 0?

Mark for

Review
(1) Points
<tt>sethostname xscf#0 <hostname></tt> (*)
<tt>hostname xscf#0</tt>
<tt>sethostname <hostname></tt>
<tt>hostname</tt>

Correct
46.
What does the DSCP network connect?
(1) Points

Mark for Review

Domain to service processor (*)


Service processor to service processor
Domain to public network
Domain to domain

Correct
47.
What are the maximum number of routes that can be confi
gured for each network interface on the XSCF? Mark for Review

(1) Points
One
Four
Eight (*)
Two

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
48.
Which command would you use to enable <tt>telnet</tt> o
n the service processor?
Mark for Review
(1) Points
<tt>settelnet enable</tt>
<tt>settelnet -c enable</tt> (*)
<tt>enable telnet</tt>
<tt>settelnet on</tt>

Correct
49.
What type of PCI cards do the M4000 and M5000 servers s
upport? Mark for Review
(1) Points
Both PCI-E and PCI-X (*)
PCI-E
PCI-X
None of the above

Correct

50.
stem board (XSB)?
(1) Points

What are the possible configurations for an extended sy


Mark for Review

uni-, dual-, and quaddual- and quaduni- and quad- (*)


uni- and dual-

Correct
51.
What is the purpose of the system controller in the MX000 servers?
Mark for Review
(1) Points
It monitors power to the system.
It allows you to configure domains.
It provides console to the domains.
It is an ASIC that provides an interface between the MACs, the CPUs, and
the I/O controllers. (*)

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
52.
Which is the correct classification for the motherboard
in the M4000 and M5000 servers?
Mark for Review
(1) Points
Hot replacement
Active replacement
Cold replacement (*)
All of the above

Correct
53.
What is the possible range of timeout values in minutes
for the <tt>setautologout</tt> command?
Mark for Review
(1) Points
1

60

0-255
0 - 60 (*)
0-255

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
54.
ram</tt> command?
(1) Points

Which of the following can be set with the <tt>setdompa


Mark for Review

None of the above


Both a) and b) (*)
<tt>security-mode</tt>
tt>use-nvramrc</tt>

Correct
55.
Which command assigns platadm privileges to the user sa
m?
Mark for Review
(1) Points
<tt>setprivileges platadm sam</tt>
<tt>setprivileges sam platadm</tt> (*)

<tt>privileges sam platadm</tt>


<tt>assign privileges sam platadm</tt>

Correct
56.
What is the initial login account on the service processor?
Review
(1) Points

Mark for

root
default (*)
admin
platadm

Correct
57.

What does the <tt>setlookup</tt> command do?

Mark for

Review
(1) Points
Enables or disables the use of LDAP (*)
Displays the LDAP configuration for the service processor
Configures the service processor as an LDAP client
Configures the service processor as an LDAP server

Correct
58.
Prior to performing an <tt>addboard</tt> command what m
ust the board be assigned to? Mark for Review
(1) Points
The domain's DCL (*)
None of the above

The domain's ACL


Another domain's DCL

Correct

nterfaces?
(1) Points

59.
Which command do you execute to view the XSCF network i
Mark for Review

<tt>showtelnet</tt>
<tt>shownetwork</tt> (*)
<tt>showroute</tt>
<tt>shownet</tt>

Correct
60.
Which of the following capabilities does a user created
with useradm privileges not have?
Mark for Review
(1) Points
Assign domain hardware (*)
Change a user's privileges
Change a user's password
Create user accounts

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
61.
Which of the following commands is used to configure SNMP on the servic
e processor?
Mark for Review
(1) Points
<tt>setsnmp</tt>

<tt>setsnmpvacm</tt>
<tt>setsnmpusm</tt>
All of the above

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
62.

What does the <tt>setsmtp</tt> do?

Mark for Review

(1) Points
Configures a NTP server for use on the XSCF
None of the above
Configures an email server for use on the domains
Configures an email server for use on the XSCF (*)

Correct
63.
Which conditions prevent you from detaching a system bo
ard?
Mark for Review
(1) Points
A process is bound to a CPU on the board that you are removing.
All of the above. (*)
A processor being removed is the last in its processor set.
There are real-time processes running and you are trying to remove a boa
rd with permanent memory.

Correct
64.
What does the <tt>reserve</tt> option mean on the <tt>d
eleteboard</tt> command?
Mark for Review

(1) Points
Disconnects the board but keeps it assigned to the domain
Reserves detachment of the board until the next power cycle (*)
Completely disconnects the board from the domain
Pre-tests the DR detach before completing it

Correct

is it placed?
(1) Points

65.
When a system board is unassigned from a domain, where
Mark for Review

In the available system board pool (*)


In domain 0
In the highest numbered domain
In the next lowest numbered domain

Correct
66.
Which of the following is not a function of the service processor (XSCF
U)?
Mark for Review
(1) Points
Acts as an OS installation server for the domains (*)
Provides system console
Configures and monitors the platform
Manages Capacity on Demand

Correct

67.

How would you send a break to domain 0?

Mark for

Review
(1) Points
<tt>break -d 0</tt>
<tt>sendbrk -d 0</tt>
<tt>Stop-A</tt>
<tt>sendbreak -d 0</tt> (*)

Correct

tenance?
(1) Points

68.
What XSCF function uses email reporting for remote main
Mark for Review

Fault management (*)


Dynamic Reconfiguration
Capacity On Demand
Domain creation

Correct

nal network?
(1) Points

69.
Which command would you use to configure the XSCF exter
Mark for Review

<tt>setdscp</tt>
<tt>smsconfig</tt>
<tt>setupnetwork</tt>
<tt>setnetwork</tt> (*)

Correct
70.

What is a physical system board composed of?

Mark for

Review
(1) Points
CPU and memory
CPU and I/O
Memory and I/O
CPU, memory, and I/O (*)

Correct

71.
Which of the following is NOT one of the options for the <tt>setpasswor
dpolicy</tt> command? Mark for Review
(1) Points
<tt>minlen</tt>
<tt>inactive</tt>
<tt>maxdays</tt>
<tt>maxlen</tt> (*)

Correct
72.

Which of the following is a true statement?

Review
(1) Points
None of the above.
The XSCFU only allows a serial connection.
The XSCFU allows both a serial and an ethernet connection. (*)

Mark for

The XSCFU only allows an ethernet connection.

Correct
73.
service processor?
(1) Points

Which command would you use to create a new user on the


Mark for Review

<tt>user create</tt>
<tt>adduser</tt> (*)
<tt>useradd</tt>
<tt>showuser</tt>

Correct
74.

What does the <tt>setdcl</tt> command set?

Mark for

Review
(1) Points
Domain control list
None of the above
Domain configuration list
Domain component list (*)

Correct
75.
-XSB and vice-versa?
(1) Points

Which command allows you to convert a uni-XSB to a quad


Mark for Review

<tt>setfru</tt>
<tt>setupfru</tt> (*)

<tt>setupxsb</tt>
<tt>setxsb</tt>

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
76.
Which of the following is NOT displayed in the output to the <tt>showen
vironment</tt> command? Mark for Review
(1) Points
Temperature
Voltage status
Domain status (*)
Fan status

Correct
77.
Which command allows you to set the omit-memory option
for use in DR operations?
Mark for Review
(1) Points
<tt>addboard</tt>
<tt>setmemory</tt>
<tt>omit-mem</tt>
<tt>setdcl</tt> (*)

Correct
78.
Which command would you run to delete XSB 01-0 from dom
ain 3? Mark for Review
(1) Points
<tt>deleteboard -d 3 -c unassign 01-0</tt>

<tt>deleteboard -c unassign -xsb 01-0</tt>


<tt>deleteboard -c unassign 01-0</tt> (*)
<tt>deleteboard -c unassign -d 3 01-0</tt>

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
79.

What is the DSCP network used for?

Mark for Review

(1) Points
Dynamic reconfiguration
Fault management
NTP
All of the above

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
80.

Which of the following is NOT a domain mode setting?

Mark for Review


(1) Points
Secure Mode
Verbosity Level (*)
Diagnostic Level
Autoboot

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.

81.

To perform an <tt>addboard</tt> operation, what state must the board be

in?
Mark for Review
(1) Points
Assigned
Running
Available (*)
Unknown

Correct
82.

What is the advantage of defining a floating board?

Mark for Review


(1) Points
The memory on the board is not used in the domain.
The floating board has permanent memory assigned to it.
A floating board does not get permanent memory assigned to it. (*)
None of the above.

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
83.
What command do you execute to power on all of the comp
letely set up domains ? Mark for Review
(1) Points
<tt>poweronall</tt>
<tt>poweron all</tt>
<tt>poweron -a</tt> (*)
<tt>power -on -all</tt>

Correct

000 servers?
(1) Points

84.
What does the <tt>cfgadm</tt> allow you to do in the MX
Mark for Review

Dynamically assign XSBs to domains


Dynamically unassign XSBs from domains
Hot-plug individual PCI cards from a domain (*)
All of the above

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.

Sun External I O Expansion Unit Installation and Administration


(Answer all questions in this section)
85.
What is the rack height needed to rack mount a Sun Exte
rnal I/O Expansion Unit?
Mark for Review
(1) Points
2U
1U
3U
4U (*)

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
86.
What is the copper link kit made up of?
(1) Points
. Two identical link cards and one cable (*)
. Two cables

Mark for Review

. Two different link cards and one cable


. One cable

Correct
87.

The I/O Boats and power supplies connect to:

Mark for

Review
(1) Points
. The Centerplane (*)
. The Backplane
. The power distribution unit
. Each other

Correct
88.
Which component feature is in the PCI-X I/O Boat but NO
T in the PCIe I/O Boat? Mark for Review
(1) Points
. Six PCI-X I/O adapter slots (*)
. Link card slot
. Overtemperature indicator
. Six PCIe I/O adapter slots

Correct
89.
What is the maximum allowed distance between the host a
nd the Sun External I/O Expansion Unit? Mark for Review
(1) Points
. 10 meters

. 15 meters
. 1 meter
. 5 meters (*)

Correct
90.
What combination of Sun External I/O Expansion Unit cha
ssis LEDs indicates that the chassis has powered on OK? Mark for Review
(1) Points
Power LED on, Fault LED off, Locator LED off, and Overtemperature on
Power LED on, Fault LED off, Locator LED off, and Overtemperature off (*
)
Power LED on, Fault LED on, Locator LED off, and Overtemperature on
Power LED on, Fault LED on, Locator LED off, and Overtemperature off

Correct

91.
Where is PSU0 located in the Sun External I/O Expansion Unit? Mark for
Review
(1) Points
. Back side, left slot
Front side, left slot
. Front side, right slot (*)
. Back side, right slot

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
92.

Which software package contains the PCIe drivers for th

e sun4u platform?
(1) Points

Mark for Review

. SUNWpci.u
. SUNWiris.u
. SUNWcakr.u (*)
. SUNWsams.u

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
93.
How many link cables does a Fibre optic link kit contai
n?
Mark for Review
(1) Points
. Two (*)
. Three
. Four
. One

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
94.
l I/O Expansion Unit
(1) Points

Where can you find error messages about the Sun Externa
Mark for Review

. /share/adm/log (*)
. /dev/adm/log
. /var/adm/messages
. /etc/adm/log

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
95.
adapters be found?
(1) Points

Where can driver updates for the third-party vendor I/O


Mark for Review

. Vendor's web site (*)


. http://sun.com
. No updates are needed
. http://sunsolve.sun.com

Correct
96.
If the attention LED on an I/O adapter is on what does that indicate?
Mark for Review
(1) Points
. Card failure (*)
. Normal operation
. Card port failure
. Link cable failure

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
97.
Review
(1) Points
. Centerplane (*)
. I/O Boat
. Power supply

Which is NOT a Field Replaceable Unit (FRU)?

Mark for

. I/O adapter

Correct
98.
What information CANNOT be displayed by the ioxadm util
ity?
Mark for Review
(1) Points
. ioxadm session logins (*)
. Fan sensor data
. LED status
. Temperature sensor data

Correct
99.

What is used to hold the card within the carrier?

Mark for Review


(1) Points
. Glue
. Three mounting tabs (*)
. Three holding screws
. Two brackets

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
100.
At revenue release of the Sun External I/O Expansion Un
it what hosts will be supported?
Mark for Review
(1) Points
Netra T2000 Server
. Sun Fire X4100 and Sun Fire X4200 servers

. Sun SPARC Enterprise M4000, M5000, M8000, and M9000 (*)


. Sun Fire T1000 and Sun Fire T2000 servers

Correct
101.
What is a Smart Adjust hot pluggable carrier used for? Mark for Review
(1) Points
. The carrier for the Sun External I/O Expansion Unit chassis
. The carrier for the I/O adapters and link card (*)
. The carrier for the I/O Boat
. The carrier for the power supplies

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
102.
What can you use for strain relief and routing of I/O c
abling? Mark for Review
(1) Points
. Tie wraps to the rack
. Rack brackets
. Cable management bracket (*)
. Dongles

Correct

ESD Prevention
(Answer all questions in this section)
103.
Low humidity environments reduce the voltage generated
from friction and moving,
Mark for Review

(1) Points
True
False (*)

Incorrect. Refer to the ESD Prevention training for more inform


ation.
104.

The leading cause of semiconductor failure is due to?

Mark for Review


(1) Points
Electrostatic discharge (*)
The increased use of 45nm technology in manufacturing semiconductors
Damage during shipments
Incorrect power supply used with the system

Correct
105.

Standing up can generate up to 1,400 volts.

Mark for

Review
(1) Points
True (*)
False

Incorrect. Refer to the ESD Prevention training for more inform


ation.

106.
Which of the following is NOT one of the rules for preventing ESD damag
e?
Mark for Review
(1) Points
Store and transport ESD-sensitive items in static-shielding containers

Keep items away from electronic components


Make sure your grounding straps are not in contact with your skin. (*)
Handle electronic components only when you are properly grounded

Correct

d failure?
(1) Points

107.
What is the difference between a soft failure and a har
Mark for Review

Soft failures weaken components and is difficult to detect. Hard failure


s are easy to identify and trace back to ESD. (*)
Soft failures occurs in the software. Hard failures occurs in the hardwa
re.
Hard failures represent 80% of all failures
Soft failures are easily detected and rapidly fixed. Hard failures are d
ifficult to identify and fix.

Correct
108.

Which of the following descriptions best defines ESD?

Mark for Review


(1) Points
The failure of an item that would result in failure of the system.
Damage to system components due to the use of an incorrect power supply
The ability of a part to withstand a static charge without failure.
The sudden transfer, or discharge, of electricity from one object to ano
ther. (*)

Incorrect. Refer to the ESD Prevention training for more inform


ation.

109.

Which items generate static electricity?

Mark for

Review
(1) Points
Work surfaces
Clothing
People
All of the above

Incorrect. Refer to the ESD Prevention training for more inform


ation.
110.
Why are ESD "soft failures" the most serious type of fa
ilures? Mark for Review
(1) Points
The damage is immediate and easily detected
They represent 40% of all failures
They represent 60% of failures
The damage is not immediately noticed or detected (*)

Incorrect. Refer to the ESD Prevention training for more inform


ation.
111.
During the EIS Compliance Sign Off step:
(1) Points

Mark for Review

Follow the additional steps through PS or Partners. In WINGS, this depen


ds on the availablility of templates reflecting these services.
Perform the system tests as defined.
Obtain project signoff and handover of project documentation
Create customer documentation and hand over for signoff. (*)

Correct
112.
The EIS Methodology is a set of standards, processes, t
ools, and documentation that helps an installation team perform installations of
Sun equipment in a consistent manner and provides them with a set of installati
on best practices for perfoming what particular installations? Mark for Review
(1) Points
Currently concentraing on Solaris for SPARC platform, Solaris for x86 pl
atform servers, and Sun storage (*)
Currently concentrating on Solaris for Sun storage only
Currently concentratin on Solaris for Solaris for x86 platform servers o
nly.
Currently concentrating on Solaris for SPARC platfor only

Correct
113.
EIS technical installation checklists are available for
:
Mark for Review
(1) Points
Servers, Workstations, Software items
Workstations, Servers, Storage
Servers, Storage, Software items (*)
Servers, Storage, Appliances

Incorrect. Refer to the Using EIS Methodology training for more


information.
114.
True or False? EIS is a living process and is constantl
y being updated to keep abreast of our products and latest knowledge. Mark for
Review
(1) Points
True (*)

False

Incorrect. Refer to the Using EIS Methodology training for more


information.
115.
True or False? The EIS Methodololgy can be applied to o
ther post-installation activities such as a Solaris OS upgrade. Mark for Review
(1) Points
True (*)
False

Correct
116.
True or False? The EIS DVD contains optional up-to-date patches and uti
lities sometimes needed during the installatoin procedure.
Mark for Review
(1) Points
True
False (*)

Correct
117.

The grounding standard states that:

Mark for Review

(1) Points
A clean data center environment must be maintained: systems should be un
packed outside of the data center, and then moved into the center.
All server installations are to be properly grounded according to the me
thods described in the appropriate Sun hardware documentation. (*)
A system should not experience a maximum positive or negative temperatur
e gradient of more than 2 degrees Celsiuls or 4 degrees Farenheit per hour.
Processes are in place to ensure that equipment is not damaged due to im
proper handling or climage changes between transportation and the final destinat
ion.

Correct

118.
How do you identify a system that has been installed us
ing EIS? (Select all that apply)
Mark for Review
(1) Points
(Choose all correct answers)
The system boots without error.
the file /var/sun/EIS-CD.log is populated when running the setup-standar
d script and the patch installation scripts. (*)
The EIS-DVD ejects from the DVD reader.
The results from Griffon should be clean. (*)

Incorrect. Refer to the Using EIS Methodology training for more


information.
119.

Global EIS Web contains:

Mark for Review

(1) Points
Patches and SunSolve information
Information, links, downloads, detailed training, and success stories (*
)
Sun System Handbook links and links to heep://docs.sun.com
All of the above

Incorrect. Refer to the Using EIS Methodology training for more


information.
120.
(1) Points
Twice a month
Once a year
Once a quarter

How often is the EIS-DVD released?

Mark for Review

Once a month (*)

Correct

121.
Planning is a very important phase of a successful installation and hel
ps determine, and confirm, the deliverables with the customer. What tool is used
for this type of work? Mark for Review
(1) Points
WINGS (*)
CapacityTOOL
EISplan
INSTALLplan

Incorrect. Refer to the Using EIS Methodology training for more


information.
122.

EIS-DVD: (Select all that apply)

Mark for Review

(1) Points
Includes patches for Sun software required in most installations
Includes scripts to carry out standard settings and to unpack and instal
l the patches
Includes programs and tools, such as explorer and Griffon
Enables the systems to be installed consistently and without need for in
ternet connectivity
All of the above (*)

Correct
123.
True or False? The acclimatization standard helps insta
ller successfully introduce new Sun servers and storage to a customer's data cen

ter.
Mark for Review
(1) Points
True (*)
False

Incorrect. Refer to the Using EIS Methodology training for more


information.
124.
True or False? EIS does not and cannot cover every sing
le product available from Sun. Mark for Review
(1) Points
True
False (*)

Incorrect. Refer to the Using EIS Methodology training for more


information.
125.
True or False? The EIS methodology guarantees identical
installations on all systems world-wide.
Mark for Review
(1) Points
True
False (*)

Incorrect. Refer to the Using EIS Methodology training for more


information.

126.
Where are the major changes between EIS-DVD revisions found? (Select al
l that apply() Mark for Review
(1) Points
(Choose all correct answers)
On the EIS web site (*)
In the history .txt file on the DVD (*)

In the changes.txt file on the DVD


None of the above

Incorrect. Refer to the Using EIS Methodology training for more


information.
127.
During the System Specification and Test Definitions st
ep:
Mark for Review
(1) Points
Create customer documentation and hand over for signoff.
Ensure that explorer (with the instinfo option) has been run and the exp
lorer data file has been uploaded to the correct configDB.
Make sure the project can range from a single server installation to a c
omplex international configuration involving multiple sites, servers, storage, a
nd services.
Define details such as host names, IP addresses, and boot disk layout fo
r the new systems. Furthermore, the testes that will be performed during custome
r handover are defined. (*)

Correct
128.
True or False? EIS is an optional service for installat
ions carried out by Sun staff and their installation partners. Mark for Review
(1) Points
True
False (*)

Incorrect. Refer to the Using EIS Methodology training for more


information.
129.
True or False? The Boot Disk Layout and Mirroring Stand
ard is intended to help installation planners format their boot disks in a consi
stent and supportable manner. Mark for Review
(1) Points

True (*)
False

Incorrect. Refer to the Using EIS Methodology training for more


information.
130.
True or False? Enterprise installation Standards (EIS)
is a methodology that ensures consistent, high-quality, cost-effective Sun syste
ms and storage installations for Sun customers. Mark for Review
(1) Points
True (*)
False

Correct
1.
Which product line has extreme single-threaded performance and industry
-leading reliability and availability. Mark for Review
(1) Points
x86 rack-mount servers
M-Series servers (*)
T-Series servers
Blade servers

Correct
2.
What certification means the product meets specific spe
cifications for vibration resistance, fire suppression, and RF emissions?
Mark for Review
(1) Points
NEBS Level 3 (*)
Evaluation Assurance Level (EAL) 4+
Telco Common Criteria

Energy Star

Correct
3.
A banking customer is looking to deploy a new Java-base
d web application. In general, which server should you recommend for this type o
f workload?
Mark for Review
(1) Points
Netra servers (e.g., Sun Netra T5440)
V-Series servers (e.g., V240)
T-Series servers (e.g., T3-1) (*)
M-Series servers (e.g., M4000)

Correct
4.
Oracle Enterprise Linux is supported on x86, x86-64, an
d SPARC64 architectures.
Mark for Review
(1) Points
True
False (*)

Correct
5.
Which product line is designed for customers who want o
r need to minimize server management, and datacenter space, power, and cooling,
without giving up performance? Mark for Review
(1) Points
x86 rack-mount servers
Blade servers (*)
T-Series servers

M-Series servers

Correct
6.
What type of PCI cards do the M4000 and M5000 servers support? Mark for
Review
(1) Points
PCI-E
PCI-X
Both PCI-E and PCI-X (*)
None of the above

Correct
7.
n a M9000-64 server?
(1) Points

How many Physical System Board sets (PSBs) can reside i


Mark for Review

Eight
Four
Twenty-four
Sixteen (*)

Correct
8.
processor (XSCFU)?
(1) Points

Which of the following is not a function of the service


Mark for Review

Provides system console


Configures and monitors the platform
Acts as an OS installation server for the domains (*)

Manages Capacity on Demand

Correct
9.
e MX000 servers?
(1) Points

What is the purpose of the system controller (SC) in th


Mark for Review

It is an ASIC that provides an interface between the MACs, the CPUs, and
the I/O controllers. (*)
It provides console to the domains.
It allows you to configure domains.
It monitors power to the system.

Correct
10.

How many cores does each SPARC64 VI CPU have? Mark for

Review
(1) Points
Six
Two (*)
One
Four

Correct
11.
What type of PCI cards do the M8000 and M9000 servers support? Mark for
Review
(1) Points
PCI-E (*)
PCI-X

Both PCI-E and PCI-X


None of the above

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overv


iew and Architecture training for more information.
12.
How many rack units (RUs) does the M4000 server utilize
?
Mark for Review
(1) Points
12 RU
6 RU (*)
8 RU
10 RU

Correct
13.
What type of interconnect is used in the MX000 server l
ine?
Mark for Review
(1) Points
Infiniband
Sun Fire
Jupiter (*)
UPA

Correct
14.
stem board (XSB)?
(1) Points

What are the possible configurations for an extended sy


Mark for Review

dual-mode and quad-mode

uni-mode and dual-mode


uni-mode and quad-mode (*)
uni-mode, dual-mode, and quad-mode

Correct
15.

Which of the following is a true statement?

Mark for

Review
(1) Points
CPUs and memory reside on the same board in the mid-range servers.
None of the above.
CPUs and memory reside on different boards in the high-end servers.
CPUs and memory reside on different boards in the mid-range servers. (*)

Correct
16.
What are the maximum number of memory boards (MEMBs) that a M5000 serve
r supports?
Mark for Review
(1) Points
Two
Six
Eight (*)
Four

Correct

000 server?
(1) Points

17.
How many domains can you configure in a fully loaded M8
Mark for Review

Sixteen (*)
Twenty-four
Eight
Four

Correct
18.

What is a physical system board composed of?

Mark for

Review
(1) Points
Memory and I/O
CPU and I/O
CPU and memory
CPU, Memory, and I/O (*)

Correct
19.
se MX000 server line?
(1) Points

How many server products make up the Sun SPARC Enterpri


Mark for Review

Five (*)
Two
Eight
Four

Correct

vers support?

20.
What type of CPUs do the Sun SPARC Enterprise MX000 ser
Mark for Review

(1) Points
UltraSPARC T1
UltraSPARC I/II
UltraSPARC III/IV
SPARC64 VI/VII (*)

Correct
21.
Which of the following is not a method for downloading the firmware usi
ng the <tt>getflashimage<//> command? Mark for Review
(1) Points
ssh (*)
USB memory stick
http
ftp

Correct
22.
for the domain?
(1) Points
Two
Four (*)
Six
Eight

Correct

How many on-board Gigabit Ethernet interfaces are there


Mark for Review

23.

Which of the following components is not a FRU?

Mark for Review


(1) Points
Power supply
DVD drive
Fan
CPU (*)

Correct
24.
e hard disk drives?
(1) Points

Which of the following is a true statement regarding th


Mark for Review

They are SAS drives (*)


There are internal cables connecting them to a disk controller card
Supported are 100 GB and 200 GB
They are SATA drives

Correct
25.
Which of the following servers does the behavior of the
M3000 server most resemble?
Mark for Review
(1) Points
Sun SPARC Enterprise T2000 server
Sun Fire E25K
Sun Fire Mid-range servers
Sun SPARC Enterprise MX000 servers (*)

Correct
26.
Which of the following components can be replaced while the system is p
owered up?
Mark for Review
(1) Points
DVD drive
HDD backplane
Memory DIMM
HDD (*)

Correct

ator panel?
(1) Points

27.
Which of the following LEDs does not reside on the oper
Mark for Review

XSCF ready LED


System power LED
Locator LED (*)
System fault LED

Correct

er supply?
(1) Points

28.
What command needs to be executed before removing a pow
Mark for Review

<tt>replacefru</tt> (*)
<tt>poweroff</tt>
<tt>showhardconf</tt>
<tt>removefru</tt>

Correct
29.
What is the maximum internal storage configuration for
the Sun SPARC Enterprise M3000 server? Mark for Review
(1) Points
Two 146GB hard drives
One 146GB hard drive
Four 146GB hard drives (*)
Three 146GB hard drives

Correct

ach FRU?
(1) Points

30.
Which command do you run to display information about e
Mark for Review

<tt>showhardconf</tt> (*)
<tt>fmdump</tt>
<tt>showstatus</tt>
<tt>showlogs</tt>

Correct
31.
What are the supported DIMM sizes?
(1) Points
1GB, 2GB, 8GB
512MB, 1GB, 2GB
1GB, 2GB, 4GB (*)
256MB, 512MB, 1GB

Mark for Review

Correct
32.

How many USB ports does the Sun Fire X4540 server have?

Mark for Review


(1) Points
One for the domain
One for the domain and one for the service processor
none
One for the service processor (*)

Correct
33.
M3000 server occupy?
(1) Points

How many rack units (RUs) does the Sun SPARC Enterprise
Mark for Review

8 RU
2 RU (*)
6 RU
4 RU

Correct
34.
Mark for Review
(1) Points
Two (*)
One
Four

How many cooling groups is the system divided into?

Three

Correct
35.

What is the purpose of the Predictive Failure Analysis?

Mark for Review


(1) Points
To patch your system
To put your system into low power mode when not in use
To automatically diagnose underlying problems and respond accordingly (*
)
To mirror your boot disk

Correct
36.
Which direction does air flow in the Sun SPARC Enterprise M3000 Server?
Mark for Review
(1) Points
Front to back (*)
Back to front
Bottom to top
Top to bottom

Correct
37.
Where does the system power LED reside on the Sun SPARC
Enterprise M3000 server?
Mark for Review
(1) Points
The operator panel (*)
The back of the server

The rack that it is installed in


The top of the server

Correct
38.
Which of the following is a supported Sun SPARC Enterpr
ise M3000 server configuration? Mark for Review
(1) Points
Two SPARC64 VII quad-core processors
Two SPARC64 VII dual-core processors
One SPARC64 VII dual-core processor (*)
Four SPARC64 VII quad-core processors

Correct
39.
What symbol is placed beside a failed or degraded compo
nent in the <tt>showhardconf</tt> and <tt>showstatus</tt> command output?
Mark for Review
(1) Points
^
* (*)
+

Correct
40.
g the power supplies?
(1) Points

Which of the following is not a true statement regardin


Mark for Review

They are located in the front of the machine (*)


They are N+1 redundant
They are hot-replaceable
They are self cooling

Correct
41.
How can you connect to the XSCF service processor?
(1) Points

Mark for Review

Through the serial port


Through the keyboard and monitor
Through both the serial and the Ethernet port (*)
Through the Ethernet port

Correct
42.
What is the default command prompt on the service proce
ssor? Mark for Review
(1) Points
XSCF> (*)
sp>
>
sc>

Correct
43.
What is the average weight of a fully loaded Sun SPARC
Enterprise M3000 server?
Mark for Review
(1) Points

125 pounds
50 pounds (*)
75 pounds
150 pounds

Correct
44.
Fire X4540 server?
(1) Points

What is the external I/O slot configuration on the Sun


Mark for Review

Four low profile PCI-E slots (*)


Four low profile PCI-X slots
Three low profile PCI-E slots
Three low profile PCI-X slots

Incorrect. Refer to the Sun SPARC(TM) Enterprise M3000 Server t


raining for more information.

Sun SPARC Enterprise MX000 Server Support Readiness Training


(Answer all questions in this section)
45.

What does the DSCP network connect?

(1) Points
Domain to domain
Domain to public network
Service processor to service processor
Domain to service processor (*)

Mark for Review

Correct
46.
What are the maximum number of routes that can be configured for each n
etwork interface on the XSCF? Mark for Review
(1) Points
Two
Four
One
Eight (*)

Correct

nal network?
(1) Points

47.
Which command would you use to configure the XSCF exter
Mark for Review

<tt>setnetwork</tt> (*)
<tt>smsconfig</tt>
<tt>setdscp</tt>
<tt>setupnetwork</tt>

Correct
48.

How would you send a break to domain 0?

Review
(1) Points
<tt>Stop-A</tt>
<tt>break -d 0</tt>
<tt>sendbrk -d 0</tt>
<tt>sendbreak -d 0</tt> (*)

Mark for

Correct
49.

What is the DSCP network used for?

Mark for Review

(1) Points
Dynamic reconfiguration
Fault management
NTP
All of the above

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
50.
ust the board be in?
(1) Points

To perform an <tt>addboard</tt> operation, what state m


Mark for Review

Available (*)
Running
Unknown
Assigned

Correct
51.
Which of the following is a true statement?
(1) Points

Mark for Review

The XSCFU allows both a serial and an ethernet connection. (*)


The XSCFU only allows a serial connection.
The XSCFU only allows an ethernet connection.

None of the above.

Correct
52.

Which command removes an XSCF user account?

Mark for

Review
(1) Points
<tt>deleteuser</tt> (*)
<tt>user remove</tt>
<tt>removeuser</tt>
<tt>userdel</tt>

Correct
53.
Which command would you use to enable <tt>telnet</tt> o
n the service processor?
Mark for Review
(1) Points
<tt>settelnet enable</tt>
<tt>settelnet -c enable</tt> (*)
<tt>enable telnet</tt>
<tt>settelnet on</tt>

Correct
54.
Which command assigns platadm privileges to the user sa
m?
Mark for Review
(1) Points
<tt>setprivileges platadm sam</tt>
<tt>setprivileges sam platadm</tt> (*)

<tt>assign privileges sam platadm</tt>


<tt>privileges sam platadm</tt>

Correct
55.
Which of the following commands is used to configure SN
MP on the service processor?
Mark for Review
(1) Points
<tt>setsnmp</tt>
<tt>setsnmpvacm</tt>
<tt>setsnmpusm</tt>
All of the above

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
56.
What XSCF function uses email reporting for remote maintenance?
Mark for Review
(1) Points
Fault management (*)
Capacity On Demand
Dynamic Reconfiguration
Domain creation

Correct
57.
-XSB and vice-versa?
(1) Points

Which command allows you to convert a uni-XSB to a quad


Mark for Review

<tt>setupxsb</tt>
<tt>setupfru</tt> (*)

<tt>setfru</tt>
<tt>setxsb</tt>

Correct
58.

How would you set the hostname for XSCF 0?

Mark for

Review
(1) Points
<tt>sethostname <hostname></tt>
<tt>hostname xscf#0</tt>
<tt>sethostname xscf#0 <hostname></tt> (*)
<tt>hostname</tt>

Correct
59.

What is a physical system board composed of?

Mark for

Review
(1) Points
CPU, memory, and I/O (*)
Memory and I/O
CPU and I/O
CPU and memory

Correct
60.

What is the advantage of defining a floating board?

Mark for Review


(1) Points
A floating board does not get permanent memory assigned to it. (*)

The floating board has permanent memory assigned to it.


The memory on the board is not used in the domain.
None of the above.

Correct
61.
Prior to performing an <tt>addboard</tt> command what must the board be
assigned to? Mark for Review
(1) Points
The domain's ACL
None of the above
The domain's DCL (*)
Another domain's DCL

Correct
62.
What does the <tt>reserve</tt> option mean on the <tt>d
eleteboard</tt> command?
Mark for Review
(1) Points
Disconnects the board but keeps it assigned to the domain
Reserves detachment of the board until the next power cycle (*)
Pre-tests the DR detach before completing it
Completely disconnects the board from the domain

Correct
63.
(1) Points

What does the <tt>setsmtp</tt> do?

Mark for Review

Configures an email server for use on the domains


Configures an email server for use on the XSCF (*)
Configures a NTP server for use on the XSCF
None of the above

Correct
64.

What does the <tt>setlookup</tt> command do?

Mark for

Review
(1) Points
Configures the service processor as an LDAP server
Enables or disables the use of LDAP (*)
Configures the service processor as an LDAP client
Displays the LDAP configuration for the service processor

Correct
65.
processor (XSCFU)?
(1) Points

Which of the following is not a function of the service


Mark for Review

Provides system console


Configures and monitors the platform
Manages Capacity on Demand
Acts as an OS installation server for the domains (*)

Correct
66.
What does the <tt>disableuser</tt> command do? Mark for Review
(1) Points

None of the above


Disables the account immediately
Disables the account for subsequent logins (*)
Deletes the user

Correct

r panel?
(1) Points

67.
What are the physical keyswitch settings on the operato
Mark for Review

On and off
On, locked, and service
On, off, and service
Locked and service (*)

Correct

is it placed?
(1) Points

68.
When a system board is unassigned from a domain, where
Mark for Review

In the available system board pool (*)


In the highest numbered domain
In the next lowest numbered domain
In domain 0

Correct
69.

What is the possible range of timeout values in minutes

for the <tt>setautologout</tt> command?


(1) Points

Mark for Review

0-255
0-255
1

60

0 - 60 (*)

Correct
70.

What is the <tt>cfgdevice</tt> command used for?

Mark for Review


(1) Points
To connect or disconnect the DVD/DAT drive to the specified domain (*)
To attach or detach an I/O board to the specified domain
To POST a domain
To connect or disconnect a CPU board to the specified domain

Correct
71.
What is the default escape key sequence from a domain's console?
Mark for Review
(1) Points
<tt>#.</tt> (*)
<tt>~.</tt>
<tt>[ESC]</tt>
<tt>~#</tt>

Correct

72.
service processor?
(1) Points

Which command would you use to create a new user on the


Mark for Review

<tt>showuser</tt>
<tt>user create</tt>
<tt>adduser</tt> (*)
<tt>useradd</tt>

Correct
73.
Which of the following commands is NOT used to manage D
NS on the service processor?
Mark for Review
(1) Points
<tt>setnameserver</tt>
<tt>shownameserver</tt>
<tt>setdns</tt> (*)
<tt>sethostanme</tt>

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.

nterfaces?
(1) Points

74.
Which command do you execute to view the XSCF network i
Mark for Review

<tt>shownetwork</tt> (*)
<tt>showroute</tt>
<tt>shownet</tt>
<tt>showtelnet</tt>

Correct

000 servers?
(1) Points

75.
What does the <tt>cfgadm</tt> allow you to do in the MX
Mark for Review

Dynamically assign XSBs to domains


Dynamically unassign XSBs from domains
Hot-plug individual PCI cards from a domain (*)
All of the above

Correct
76.
What are the maximum number of DNS servers that can be registered for t
he service processor? Mark for Review
(1) Points
Two
One
Four
Three (*)

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.
77.
What type of PCI cards do the M4000 and M5000 servers s
upport? Mark for Review
(1) Points
PCI-E
PCI-X
None of the above

Both PCI-E and PCI-X (*)

Correct
78.
can they perform?
(1) Points

When a user is assigned platadm privileges, which tasks


Mark for Review

Assign hardware to domains


Perform domain power operations
View all platform states
All of the above

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Suppor


t Readiness Training for more information.

re running?
(1) Points

79.
Which command shows you which version of firmware you a
Mark for Review

<tt>version</tt> (*)
<tt>uname -a</tt>
<tt>showfirmware</tt>
<tt>showversion</tt>

Correct
80.
Which of the following functions does the <tt>addboard<
/tt> command NOT perform?
Mark for Review
(1) Points
Configure the board with the Solaris OS
Modify the DCL (*)

POST test the board


Assign the board

Correct
81.
Which is the correct classification for the motherboard in the M4000 an
d M5000 servers?
Mark for Review
(1) Points
All of the above
Cold replacement (*)
Active replacement
Hot replacement

Correct
82.
What command do you execute to power on all of the comp
letely set up domains ? Mark for Review
(1) Points
<tt>poweron all</tt>
<tt>poweronall</tt>
<tt>poweron -a</tt> (*)
<tt>power -on -all</tt>

Correct
83.

What does the <tt>setdcl</tt> command set?

Review
(1) Points
Domain configuration list

Mark for

Domain control list


Domain component list (*)
None of the above

Correct
84.
Which of the following capabilities does a user created
with useradm privileges not have?
Mark for Review
(1) Points
Assign domain hardware (*)
Change a user's password
Create user accounts
Change a user's privileges

Correct

Sun External I O Expansion Unit Installation and Administration


(Answer all questions in this section)
85.
What Solaris OS supports the Sun External I/O Expansion
Unit? Mark for Review
(1) Points
. Solaris 7
. Solaris 9
. Solaris 10 (*)
. Solaris 8

Correct

86.
At revenue release of the Sun External I/O Expansion Unit what hosts wi
ll be supported?
Mark for Review
(1) Points
. Sun SPARC Enterprise M4000, M5000, M8000, and M9000 (*)
. Sun Fire T1000 and Sun Fire T2000 servers
. Sun Fire X4100 and Sun Fire X4200 servers
Netra T2000 Server

Correct
87.
Which of the commands can be executed from OpenBoot PRO
M (OBP) to view the Sun External I/O Expansion Unit device paths?
Mark for
Review
(1) Points
. pwd
. show-devs (*)
. ls
. cfgadm

Correct
88.

Where are the two link cards of a link kit installed?

Mark for Review


(1) Points
. One in the host PCI-X slot and the other in slot 1 of the I/O Boat
. One in the host PCIe slot and the other in slot 1 of the I/O Boat
. One in the host PCI-X slot and the other in slot 0 of the I/O Boat
. One in the host PCIe slot and the other in slot 0 of the I/O Boat (*)

Correct
89.
both link cards mean?
(1) Points

What does a flashing management link LED at 0.3 MHz on


Mark for Review

. I/O Boat link card failure


. Host link card failure
. Link cable failure (*)
. Host link slot failure

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
90.
What can you use for strain relief and routing of I/O c
abling? Mark for Review
(1) Points
. Rack brackets
. Tie wraps to the rack
. Dongles
. Cable management bracket (*)

Correct
91.
Which component feature is in the PCI-X I/O Boat but NOT in the PCIe I/
O Boat? Mark for Review
(1) Points
. Link card slot
. Six PCI-X I/O adapter slots (*)
. Overtemperature indicator

. Six PCIe I/O adapter slots

Correct
92.
When the carrier is removed from the boat how do you un
lock the carrier handle?
Mark for Review
(1) Points
. Push on the carrier handle tab on the front of the carrier.
. Push on the carrier handle tab on the bottom of the carrier. (*)
. Pull back on the carrier handle.
. Push on the carrier handle tab on the top of the carrier.

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
93.
Which two of the following are features of the Sun Exte
rnal I/O Expansion Unit? (Select 2)
Mark for Review
(1) Points
(Choose all correct answers)
. Supports either optical fiber or copper interconnect link to a host (*
)
. Supports an Infiniband interconnect link to a host
. Supports PCIe and PCI-X adapters (*)
. Supports three I/O Boats
. Contains a service processor

Correct
94.
Mark for Review
(1) Points

Each I/O Boat has which of the following slots:

. One link slot and six I/O adapter slots (*)


. Two link slots and four I/O adapter slots
. One link slot and seven I/O adapter slots
. One link slot and eight I/O adapter slots

Correct
95.
Why must the carrier handle be in the closed position i
n order to install the link card in slot 0?
Mark for Review
(1) Points
. To make it easier to hold the handle while sliding the carrier into th
e slot
. To better align the card within the carrier
. To make sure the card is turned off
. To allow for a clearance between the card and slot connectors (*)

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.

96.
Which step is not needed to replace an I/O Boat?
(1) Points

Mark for Review

. Disconnect the I/O adapter cables.


. Unmount the chassis from its rack (*)
. Disconnect the link cables.
. Power down the I/O Boat and disconnect its power cabling.

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.

97.

The I/O Boats and power supplies connect to:

Mark for

Review
(1) Points
. Each other
. The Backplane
. The power distribution unit
. The Centerplane (*)

Correct
98.
adapters be found?
(1) Points

Where can driver updates for the third-party vendor I/O


Mark for Review

. http://sunsolve.sun.com
. http://sun.com
. Vendor's web site (*)
. No updates are needed

Correct
99.
Which fault management utility can be used to display S
un External I/O Expansion Unit error messages? Mark for Review
(1) Points
. log
. dumplog
. fmdump (*)
. ioxadm

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
100.
e sun4u platform?
(1) Points

Which software package contains the PCIe drivers for th


Mark for Review

. SUNWpci.u
. SUNWsams.u
. SUNWiris.u
. SUNWcakr.u (*)

Correct
101.
The link cards use which type of protocol for the data path?
Review
(1) Points

Mark for

. Fibre Channel
. USB
. PCIe (*)
. PCI

Incorrect. Refer to the Sun External I/ O Expansion Unit Instal


lation and Administration training for more information.
102.
How many power sources are recommended for the Sun Exte
rnal I/O Expansion Unit?
Mark for Review
(1) Points
. Two (*)
. Three
. One

. Four

Correct

ESD Prevention
(Answer all questions in this section)
103.
Low humidity environments reduce the voltage generated
from friction and moving,
Mark for Review
(1) Points
True
False (*)

Correct

d failure?
(1) Points

104.
What is the difference between a soft failure and a har
Mark for Review

Hard failures represent 80% of all failures


Soft failures weaken components and is difficult to detect. Hard failure
s are easy to identify and trace back to ESD. (*)
Soft failures occurs in the software. Hard failures occurs in the hardwa
re.
Soft failures are easily detected and rapidly fixed. Hard failures are d
ifficult to identify and fix.

Correct
105.
enting ESD damage?
(1) Points

Which of the following is NOT one of the rules for prev


Mark for Review

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

Handle electronic components only when you are properly grounded


Keep items away from electronic components
Make sure your grounding straps are not in contact with your skin. (*)

Correct
106.
Standing up can generate up to 1,400 volts.
(1) Points

Mark for Review

True (*)
False

Correct
107.
Why are ESD "soft failures" the most serious type of fa
ilures? Mark for Review
(1) Points
The damage is immediate and easily detected
The damage is not immediately noticed or detected (*)
They represent 60% of failures
They represent 40% of all failures

Correct
108.

The leading cause of semiconductor failure is due to?

Mark for Review


(1) Points
Damage during shipments
The increased use of 45nm technology in manufacturing semiconductors
Incorrect power supply used with the system

Electrostatic discharge (*)

Correct
109.

Which of the following descriptions best defines ESD?

Mark for Review


(1) Points
The ability of a part to withstand a static charge without failure.
The failure of an item that would result in failure of the system.
The sudden transfer, or discharge, of electricity from one object to ano
ther. (*)
Damage to system components due to the use of an incorrect power supply

Correct
110.

Which items generate static electricity?

Mark for

Review
(1) Points
Work surfaces
Clothing
People
All of the above

Incorrect. Refer to the ESD Prevention training for more inform


ation.
111.
How often is the EIS-DVD released?
(1) Points
Once a year
Once a month (*)

Mark for Review

Twice a month
Once a quarter

Correct
112.
True or False? EIS is an optional service for installat
ions carried out by Sun staff and their installation partners. Mark for Review
(1) Points
True
False (*)

Correct
113.
The EIS Methodology is a set of standards, processes, t
ools, and documentation that helps an installation team perform installations of
Sun equipment in a consistent manner and provides them with a set of installati
on best practices for perfoming what particular installations? Mark for Review
(1) Points
Currently concentrating on Solaris for Sun storage only
Currently concentratin on Solaris for Solaris for x86 platform servers o
nly.
Currently concentrating on Solaris for SPARC platfor only
Currently concentraing on Solaris for SPARC platform, Solaris for x86 pl
atform servers, and Sun storage (*)

Correct
114.

The EIS Standard - Basic Solaris:

Mark for Review

(1) Points
Defines a method for achieving a consistent installation for Sun Systems
.

Mandates that installers use the EIS-DVD during the installation process
.
All of the above. (*)
Requires the installer to use the appropriate EIS installation checklist
s when installing Solaris

Correct
115.
EIS technical installation checklists are available for
:
Mark for Review
(1) Points
Servers, Storage, Software items (*)
Servers, Storage, Appliances
Workstations, Servers, Storage
Servers, Workstations, Software items

Correct

116.
EIS-DVD: (Select all that apply)
(1) Points

Mark for Review

Includes patches for Sun software required in most installations


Includes scripts to carry out standard settings and to unpack and instal
l the patches
Includes programs and tools, such as explorer and Griffon
Enables the systems to be installed consistently and without need for in
ternet connectivity
All of the above (*)

Correct

117.

Global EIS Web contains:

Mark for Review

(1) Points
Patches and SunSolve information
Information, links, downloads, detailed training, and success stories (*
)
Sun System Handbook links and links to heep://docs.sun.com
All of the above

Correct
118.

The grounding standard states that:

Mark for Review

(1) Points
A system should not experience a maximum positive or negative temperatur
e gradient of more than 2 degrees Celsiuls or 4 degrees Farenheit per hour.
Processes are in place to ensure that equipment is not damaged due to im
proper handling or climage changes between transportation and the final destinat
ion.
All server installations are to be properly grounded according to the me
thods described in the appropriate Sun hardware documentation. (*)
A clean data center environment must be maintained: systems should be un
packed outside of the data center, and then moved into the center.

Correct
119.
True or False? The Boot Disk Layout and Mirroring Stand
ard is intended to help installation planners format their boot disks in a consi
stent and supportable manner. Mark for Review
(1) Points
True (*)
False

Correct
120.
Where are the major changes between EIS-DVD revisions f
ound? (Select all that apply() Mark for Review
(1) Points
(Choose all correct answers)
On the EIS web site (*)
In the history .txt file on the DVD (*)
In the changes.txt file on the DVD
None of the above

Correct
121.
EIS consists of how many standards?
(1) Points

Mark for Review

3
5
6 (*)
4

Incorrect. Refer to the Using EIS Methodology training for more


information.
122.

The EIS cabling standard states that: Mark for Review

(1) Points
The fields designate the cabinet, insertion point, board, slot, and port
.
All of the ablve (*)
Cables must be labeled at both ends (identically).

Cable labels consist of two lines of text, each containing up to five fi


elds.
A customer's existing cable labeling scheme can be used if it meets the
EIS requirements.

Correct
123.

During the Project Initiation step:

Mark for Review

(1) Points
The purpose is to define details such as hostnames, IP addresses, and bo
ot disk layout for the new systems. Furthermore , the test that will be performe
d during customer handover are defined.
You ensure that explorer (with the instinfo option) has been run and the
explorer data file has been uploaded in the correct configDB.
A project can range from a single server installation to a complex inter
nation configuration involving multiple sites, servers, storage, and services. (
*)
Customer details, the installation team, Radiance case numbers, and orde
r number (as appropriate) are documented.

Incorrect. Refer to the Using EIS Methodology training for more


information.
124.
True or False? EIS is a living process and is constantl
y being updated to keep abreast of our products and latest knowledge. Mark for
Review
(1) Points
True (*)
False

Correct
125.
True or False? The EIS DVD contains optional up-to-date
patches and utilities sometimes needed during the installatoin procedure.
Mark for Review
(1) Points

True
False (*)

Correct
126.
True or False? The EIS Methodololgy can be applied to other post-instal
lation activities such as a Solaris OS upgrade. Mark for Review
(1) Points
True (*)
False

Correct
127.

During the EIS Compliance Sign Off step:

Mark for

Review
(1) Points
Obtain project signoff and handover of project documentation
Follow the additional steps through PS or Partners. In WINGS, this depen
ds on the availablility of templates reflecting these services.
Perform the system tests as defined.
Create customer documentation and hand over for signoff. (*)

Correct
128.
True or False? EIS does not and cannot cover every sing
le product available from Sun. Mark for Review
(1) Points
True
False (*)

Correct

129.
Planning is a very important phase of a successful inst
allation and helps determine, and confirm, the deliverables with the customer. W
hat tool is used for this type of work? Mark for Review
(1) Points
CapacityTOOL
EISplan
INSTALLplan
WINGS (*)

Correct
130.
True or False? Enterprise installation Standards (EIS)
is a methodology that ensures consistent, high-quality, cost-effective Sun syste
ms and storage installations for Sun customers. Mark for Review
(1) Points
True (*)
False

Correct
1.
Which of the following is not a function of the service processor (XSCF
U)?
Mark for Review
(1) Points
Configures and monitors the platform
Provides system console
Manages Capacity on Demand
Acts as an OS installation server for the domains*

Correct

2.
n a M9000-64 server?
(1) Points

How many Physical System Board sets (PSBs) can reside i


Mark for Review

Twenty-four
Four
Eight
Sixteen*

Correct
3.
What is the minimum processor speed that the Jupiter bu
Mark for Review

s supports?
(1) Points
2.5 GHz
2 GHz
1.5 GHz
1.75 GHz

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overvi


ew and Architecture training for more information.
4.
What type of PCI cards do the M4000 and M5000 servers s
upport? Mark for Review
(1) Points
PCI-E
PCI-X
Both PCI-E and PCI-X*
None of the above

Correct
5.
How many rack units (RUs) does the M4000 server utilize
?
Mark for Review
(1) Points
12 RU
10 RU
8 RU
6 RU*

Correct
6.
How many Physical System Board sets (PSBs) can reside in a M8000 server
?
Mark for Review
(1) Points
Four*
Sixteen
Twelve
Eight

Correct
7.
How many service processors do the entry-level and midrange MX000 servers have?
Mark for Review
(1) Points
2
3
1*
0

Correct
8.
How many domains can you configure in a fully loaded M8
Mark for Review

000 server?
(1) Points
Four

Twenty-four
Eight
Sixteen*

Correct
9.

Which of the following is a true statement?

Mark for

Review
(1) Points
None of the above.
CPUs and memory reside on different boards in the mid-range servers.*
CPUs and memory reside on the same board in the mid-range servers.
CPUs and memory reside on different boards in the high-end servers.

Correct

vers support?
(1) Points

10.
What type of CPUs do the Sun SPARC Enterprise MX000 ser
Mark for Review

UltraSPARC III/IV
UltraSPARC T1
SPARC64 VI/VII*

UltraSPARC I/II

Correct

11.
What is a physical system board composed of?
(1) Points

Mark for Review

Memory and I/O


CPU, Memory, and I/O*
CPU and memory
CPU and I/O

Correct
12.

How many cores does each SPARC64 VI CPU have? Mark for

Review
(1) Points
Two*
Six
One
Four

Correct
13.
What are the maximum number of high-density disk drives
that can reside in a high-end server's IOU?
Mark for Review
(1) Points
Four*
Six

Two
Eight

Correct
14.
se MX000 server line?
(1) Points

How many server products make up the Sun SPARC Enterpri


Mark for Review

Two
Four
Five*
Eight

Correct
15.

What type of processors does the M3000 server support?

Mark for Review


(1) Points
both SPARC64 VI and SPARC64 VII
UltraSPARC IV
SPARC64 VII*
SPARC64 VI

Correct
16.
What type of PCI cards do the M8000 and M9000 servers support? Mark for
Review
(1) Points
PCI-E*

PCI-X
Both PCI-E and PCI-X
None of the above

Correct
17.
stem board (XSB)?
(1) Points

What are the possible configurations for an extended sy


Mark for Review

dual-mode and quad-mode


uni-mode and dual-mode
uni-mode, dual-mode, and quad-mode
uni-mode and quad-mode*

Correct
18.
What are the maximum number of memory boards (MEMBs) th
at a M5000 server supports?
Mark for Review
(1) Points
Six
Four
Eight*
Two

Correct
19.
Which of the following statements is correct in definin
g the purpose of the Service Processor in the MX000 servers?
Mark for Review
(1) Points

It monitors power to the system.


It allows you to configure domains.
It is an ASIC that provides an interface between the MACs, the CPUs, and
the I/O controllers.*
It provides console to the domains.

Incorrect. Refer to the Sun SPARC Enterprise MX000 Server Overvi


ew and Architecture training for more information.
20.
What type of interconnect is used in the MX000 server l
ine?
Mark for Review
(1) Points
Sun Fire
Jupiter*
Infiniband
UPA

Correct
21.
Which of the following servers uses the crossbar unit, XBU?
Review
(1) Points
high-end MX000 servers*
mid-range MX000 servers
the entire range of MX000 servers
entry-level MX000 servers

Correct

Mark for

Creating Customer Value


(Answer all questions in this section)
22.
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
Sustaining Support
Customer Success Self-Assessment*
Customer Services Catalog
Transfer of Information (TOI)
Newsletters

Incorrect, refer to the Creating Customer Value training for mo


re information
23.
To customize the Regions on the Main Dashboard you can
drag-and-drop those you want included and rearrange them according to how you wa
nt them to show up. Within the Content of a Region you can do the following: (Ch
oose all that applies) Mark for Review
(1) Points
(Choose all correct answers)
Each region is context-sensitive with right-click menus.
Minimize or maximize the region
Group the content within the region
Export directly to a CSV file or Print a view.
Resize, re-order, sort, add or remove the region

Incorrect, refer to the Creating Customer Value training for mo


re information

24.
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*

Corrrect
25.
It is an integrated, multichannel, online collaboration
portal that leverages the latest Web 2.0 technologies to provide real-time acce
ss to Oracle s knowledge repository. It is a venue where customers exchange knowle
dge with an extensive network of peers and Oracle experts.
Mark for Review
(1) Points
Configuration manager
My Oracle Support Community*
DB Upgrade companion
Maintenance Wizard
Support Diagnostics Tools

Corrrect
26.
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.
Mark for Review
(1) Points
Traditional support model
Pro-active support model
Predictive support model
None of the above
All of the above

Incorrect, refer to the Creating Customer Value training for mo


re information
27.
Product Information Centers are one stop shops maintain
ed within our knowledge base that contain information about specific products an
d releases.
Mark for Review
(1) Points
True*
False

Corrrect
28.
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
Lifetime Support Policy
Newsletters
Customer Services Catalog
Sustaining Support
Transfer of Information (TOI)

Incorrect, refer to the Creating Customer Value training for mo


re information
29.
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 for
Review
(1) Points
Customer Services Catalog
Support Process and Tools advisor webcasts*

Transfer of Information (TOI)


Newsletters
Sustaining Support

Corrrect
30.
This training resource is built for practical real-worl
d situations, allowing you to gain valuable hands-on experience as well as use t
he presented solutions as the foundation for production implementation, dramatic
ally reducing time to deployment.
Mark for Review
(1) Points
Sustaining Support
Oracle By Example (OBE)*
Customer Services Catalog
Newsletters
Transfer of Information (TOI)

Corrrect
31.
It is a support capability that automates the exchange of configuration
information between Oracle Support and our customers, enabling proactive detect
ion of issues our customers may encounter, and allowing for faster resolution ti
mes in instances where you do run into an issue.
Mark for Review
(1) Points
Change assistant
Upgrade wizard
Configuration Manager---*
Remote Diagnostcs Agent
Support Diagnostics tool

Corrrect
32.
This stage of Life time Support provides technical supp
ort, including access to our online support tools, knowledge bases, and technica
l support experts. It is available for as long as you license your Oracle produc
ts.
Mark for Review
(1) Points
Lifetime Support Policy
Premier Support
Extended support
Sustaining Support *
None of the above

Corrrect

Oracle's Lifetime Support Policy


(Answer all questions in this section)
33.
While in Sustaining Support, the pricing is equal to pr
icing as if in Premier Support Mark for Review
(1) Points
True*
False

Corrrect
34.
lications Life Cycle
(1) Points
True*

Lifetime Support supports you at Every Stage of the App


Mark for Review

False

Corrrect
35.
Premier Support Extends for how many years after a prod
uct's release? Mark for Review
(1) Points
5 years*
8 Years
No limit
10 years
1 Year

Corrrect
36.
which year was TSANet established?
(1) Points

Mark for Review

1990
1992
1993*
1991
1994

Correct
37.

which are TSANet relationship levels? Mark for Review

(1) Points
(Choose all correct answers)
Closed Group Agreements

Classic or Standard Community


Open Group Agreements
Mission Critical Community

Incorrect. Refer to the Multi-Vendor Support Program Overview t


raining for more information.
38.

MVSP can be a replacement for support Mark for Review

(1) Points
True
False*

Correct
39.
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 for
Review
(1) Points
True
False*

Correct
40.
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
41.
Which of the following is not normally provided via My Oracle Support
Mark for Review
(1) Points
Certification information
Diagnostic Tests
Certified Advantage Partner Criteria*
Access to SR logging

Correct
42.
Which of the following does not apply to Oracle Collabo
rative Support? Mark for Review
(1) Points
Used by Support Engineers for problem verification
Accessed via My Oracle Support
Used by Support Engineers to demonstrate functionality*
Used by Support Engineers for real time viewing of error messages and lo
g and trace files

Correct
43.

What is Oracle's on-line Support Service?

Review
(1) Points
Service Request
OPN
Premier
My Oracle Support*

Mark for

Correct
44.
True or False? The first level of escalation will bring
Support Management attention to your SR
Mark for Review
(1) Points
True*
False

Correct
45.

What does escalating a SR mean?

Mark for Review

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

Correct
46.
What can you expect following an escalation request?
(1) Points

Mark for Review

Support Engineer passes SR to another engineer


Oracle Consultant onsite within 24 hours
Oracle Support manager telephones you to discuss your problem and agree
to an action plan
24x7 working until problem resolved

Incorrect, refer to the Oracle Support Basics training for more


information

47.
How long will a Oracle Collaborative Support session la
st?
Mark for Review
(1) Points
Up to 5 minutes
Will take 20 minutes butmaybe dependent on the engineer who is doing the
OCS.*
Up to 1 hour
Unlimited

Correct
48.

What is the most effective way to escalate a SR?

Mark for Review


(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
49.
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
An additional business case
Authorisation from your Oracle Account Manager
OCS session arranged

Incorrect, refer to the Oracle Support Basics training for more


information

My Oracle Support Community


(Answer all questions in this section)
50.
This tab in My Oracle Support community is a way for yo
u to organize and easily find community content.
Mark for Review
(1) Points
Discussions and Documents tab
Tags tab*
People finder tab
Profile tab
Private Messages tab

Correct
51.
In the Rewards and Recognition Program of the My Oracle Support Communi
ty, the User Reputation Model calculates points based on member participation, d
ocument contribution, as well as customer and partner feedback. Mark for Review
(1) Points
True
False

Incorrect. Refer to the My Oracle Support Community training fo


r more information.
52.
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
Threads

Categories
Community
Discussions
Messages

Incorrect. Refer to the My Oracle Support Community training fo


r more information.
53.
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
54.
This tab in My Oracle Support community allows you to s
earch or browse for other members of the community
Mark for Review
(1) Points
Profile tab
Private Messages tab
People finder tab*
Tags tab
Discussions and Documents tab

Correct
55.

This business tool - My Oracle Support Community gives

you:- Mark for Review


(1) Points
(Choose all correct answers)
Immediate access to an extensive network of resources to locate answers
to your questions*
access to Oracle experts, industry peers, and an aggregate of knowledge
resources*
Access to resolution information Support as well as the robust search ca
pability against collective community knowledge.*
A venue to share best practices and knowledge with peers and experts.*
None of the above

Correct
56.
When you enroll for a free eSeminar, the Conference Key is sent through
a confirmation email. Mark for Review
(1) Points
True*
False

Correct
57.
Your system must meet the following requirements to be
able to run Oracle Web Conferencing
Mark for Review
(1) Points
(Choose all correct answers)
Pop-up blocking must be disabled in your browser*
Microsoft Virtual Machine (VM) or Sun JRE*
Internet Explorer 5.5 or later*
Windows 98 or later*

1024 x 768 screen resolution*

Correct

he following:
(1) Points

58.
Oracle Collaborative Support is accessed via which of t
Mark for Review

My Oracle Support*
Oracle.com
OPN
Google Tools
None of the Above

Correct

How to Escalate a Service Request within Oracle Support


(Answer all questions in this section)
59.
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
60.
Review

You should consider escalating an SR when

Mark for

(1) Points
(Choose all correct answers)
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

Correct
61.
Not having answers or know how to obtain information in a timely manner
contribute to customer frustration.
Mark for Review
(1) Points
True*
False

Correct
62.
Which of the following statements are true and will mak
e happy customers more happier. (Select all that applies).
Mark for Review
(1) Points
(Choose all correct answers)
Most customers gladly will accept any documentation or materials you bel
ieve may help them utilize their software more efficiently.*
Understand your customers plans for future utilization, expansion and mak
e the appropriate recommendations for upgrading to newer or different software o
r releases.*
Provide your customers with new product or service information before it
is widely disseminated.*
Keep track of the things you have done in the past to make them happy; d

o more of the same*


Strive toward making your relationships with your customers true partner
ships rather than that of just a vendor-customer*

Correct
63.
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

Correct
64.
To define the difference between mediocre companies, po
or performers and Market Leaders
Mark for Review
(1) Points
(Choose all correct answers)
Understand the concept that business cannot exist without satisfied cust
omers who help sustain revenues*
Understand the difference between customer s needs and wants*
Set reasonable and measureable expectations with their customers*
Know when to say no professionally to customer requests and providing al
ternate solutions*
Create world-class customer contact*

Correct
65.
A great deal of customer escalations can be prevented b
y awareness of customer on knowing what to expect. .
Mark for Review
(1) Points

True*
False

Correct
66.
What the customers want? Customers want and expect the following from O
racle and it s partners. Select all that applies.
Mark for Review
(1) Points
(Choose all correct answers)
Be the Center of Attention when they have Needs
ave priority and attention when issues arise.*

they want to feel they h

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 customer s preferred communication style*
None of the above

Correct
67.
To help build an effective customer service model for y
our business it s 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

Correct