1.

How does
basic
foundational
training fit
within the
concept of
Oracle
Platinum
Services
Support
Accreditation?

Users seeking Oracle Platinum Services Accreditation

should already have basic knowledge of support
processes and portals (*)
Accreditation is targeted to brand-new users who need
to learn the basics
We recommend that users complete their basic
training in conjunction with their Oracle Support
Accreditation
Basic training is included in all accreditations

Correct

2. Becoming Oracle Platinum Services Support Accredited

will help you more effectively support your installed
products and more easily take advantage of the available
services.

True (*)
False

Correct

Understand Oracle Platinum Services

(Answer all questions in this section)

3. Oracle Platinum Services is only available on certified

configurations of Oracle Engineered Systems (limited to
Oracle Exadata and Oracle Exalogic)

True
False (*)
 Incorrect

4. What are some of the core focus areas in the Welcome to

Oracle Platinum Services knowledge document we
covered in this module?

Patch Process
Change Management
Your Roles and Responsibilities
Oracle Advanced Support Portal
All of the above (*)

Incorrect

5. Oracle Platinum Services is an extension of Premier

Support (which includes use of My Oracle Support) but is
NOT a managed service.

True (*)
False

Correct

6. What is the best definition of Oracle Platinum Services?

A special entitlement under Oracle Premier Support,

delivered at no additional cost (*)
It is another term to describe Oracle Premier Support
A component of Oracle Premier Support, available for
an additional cost
Oracle Platinum Services refers to any Oracle
Engineered System

Correct

7. You want to start developing your customized toolkit of

key Oracle Platinum Services resources. What is your first
step?

Open a new SR and choose the product 'Oracle

Platinum Services Toolkit'
 Find a specific resource that you plan to re-use and
click the Gold Star to make it a favorite. (*)
Use the feedback option on any knowledge document
to flag it as a Favorite.
Create a new folder under Manage Favorites to
automatically start organizing your resources

Incorrect

8. One requirement of Oracle Platinum Services is to

maintain a properly configured Certified Platinum
Configuration to support the Oracle Platinum Services
(this includes ensuring the system is at a certified Oracle
Platinum Services patch level).

True (*)
False

Incorrect

Staying Informed and Learning Resources

(Answer all questions in this section)

9. What is the most complete definition of staying informed

as it relates to Oracle Platinum Services?

Attending the welcome call

Knowing how to search for solutions and knowledge
in My Oracle Support
Creating a strategy for finding and using available
information in a way that helps you maintain your
product and achieve your objectives (*)
Finding resources in My Oracle Support and building
your toolkit

Incorrect

10. A good approach to find content in My Oracle Support

Community is to locate the Engineered Systems (MOSC)
space and then type your question to search for already
posted solutions. This space and associated sub-spaces are
a good starting point to find the right experts who know
your products.
 True (*)
False

Correct

11. A recommended best practice is to use your team as part

of your strategy to stay informed. For example, ask your
colleagues to monitor different information sources and
share weekly updates at the staff meeting.

True (*)
False

Correct

12. You are struggling to stay informed about your product

and feel a bit overwhelmed by all the options. Your
colleague indicated that you have to select at least several
social media options to really stay informed. Which
responses are recommended best practices for your
strategy? Select all that apply.

(Choose all correct answers)

Review what is available for your Engineered System

or Oracle Platinum Services. Map out possible options
you may want to investigate (*)
You only need to use the resources you flagged in
your customized toolkit. This is a full strategy for
staying informed
Creating a strategy to stay informed involves some
personal preference. Select at least a few options to
get started. See how you like them and modify your
strategy for effectiveness (*)
You always need to include social media to make sure
you don't miss the opinions and experiences of other
users.

Incorrect

13. A best practice for staying informed is to create a strategy

that best meets your needs and how you like to stay up to
date. Your strategy should include key people and
resources working together for your goals.
 True (*)
False

Correct

14. You should only add knowledge content to your toolkit

that is specific to Oracle Platinum Services.

True
False (*)

Correct

15. Which statement is NOT true about the concept of

creating your personalized toolkit of Oracle Platinum
Services resources?

Your toolkit is customized to your role as you develop

it
Your resources may be different from other users
Once you add a resource to the toolkit, you cannot
delete it (*)
A key objective is to re-use information by finding it
once and then using it again at any time

Correct

Maintain Your Platinum Services

(Answer all questions in this section)

16. One of the main objectives of Oracle Platinum Services is

to enable you to have a structured approach to change
management.

True (*)
False

Correct

17. You have a new colleague on your team who is learning

about Oracle Platinum Services. He asks you about using
 My Oracle Support or My Oracle Support Community to
find answers and solutions. What is the recommended best
practice you should provide?

Oracle Platinum Services users do not use My Oracle

Support or My Oracle Support Community
Use My Oracle Support when you have non-urgent
issues but only use My Oracle Support Community
for specific product questions
Use My Oracle Support and My Oracle Support
Community in combination for most complete results
(*)
Always try My Oracle Support Community first and
then use the My Oracle Support portal as a back-up
source

Incorrect

18. You recently completed your implementation of Oracle

Platinum Services. What components are important to
consider as you move into ongoing success for your
business?

Continue to grow your knowledge based on your

basic training about Oracle Platinum Services
Attend a Welcome Call with the Oracle Platinum
Services teams to ensure you have good knowledge
transfer
Start working with the knowledge content,
documentation, and processes to develop your
expertise
Begin developing your toolkit to easily find key
resources
All of the above (*)

Correct

19. You are not able to post questions or search available

content in My Oracle Support Community as the content
does not include topics relevant to Oracle Platinum
Services

True
False (*)
 This is false. You can use the
Engineered Systems (MOSC)
community or just type your
question to find available content
in a variety of spaces.

20. A recommended best practice related to maintaining your

Oracle Platinum Services is to get organized and settle
into a routine. New tasks and activities will quickly
become part of your general maintenance and you will
learn how to get things done as needed.

True (*)
False

Incorrect

21. Under Oracle Platinum Services, the CUA user type exists
in the Oracle Advanced Support Portal (OASP) Account
tab and their associated privileges are limited to basic
tasks like adding and deleting other users associated with
the account.

True (*)
False

Correct

22. Oracle Advanced Support Portal (OASP) is the Change

Management interface used between you and Oracle
Platinum Monitoring.

True (*)
False

Correct

23. You want to search for information on an Oracle Exadata

question. You are a bit uncertain on the best approach for
the search itself and the sources. What is the best approach
from the options shown here?

Use a phrase rather than a single word to search.

Leverage both My Oracle Support Community and
My Oracle Support to review existing solutions (*)
 Create a new manual Service Request and choose
Oracle Platinum Services as the product
Only use My Oracle Support Community if you have
requested this service as part of Oracle Platinum
Services
None of the above

Incorrect

Monitoring, Fault Handling, and Incident Management

(Answer all questions in this section)

24. What is the best definition of a fault?

A fault is defined as an event. An event is generated

when a hardware or software fault is determined to be
a Platinum Fault (*)
Any anomaly detected in Oracle Platinum Services
A fault is defined as any event
None of the above

Incorrect

25. Oracle determines whether a fault is a valid Oracle

Platinum Services fault. What happens next?

A service request is automatically opened.

If fault is a valid Oracle Platinum Services fault, SR is
automatically opened. If fault is NOT a valid Oracle
Platinum Services fault, no further action required of
Oracle (*)
If fault is a valid Oracle Platinum Services fault, a
new SR review is initiated
None of the above

Correct

26. A recommended best practice is to proactively ensure that

monitored systems are within certified Platinum
configurations at all times. Consider assigning this role to
one of your users and ask for an update once per quarter.
 True (*)
False

Correct

27. Examples of the types of faults that Oracle Platinum

Services monitors for include general internal ORA-00600
errors, access violations, internal SQL errors, cluster
errors, data block corruption, memory errors, system
deadlocks, core dumps, kernel errors and generic cell
server alerts.

True (*)
False

Correct

28. What components are included in a Certified Platinum

Configuration?

Engineered System and Hardware

Engineered System, Hardware, Operating System, and
Oracle Database
Engineered System, Hardware, Operating System,
Oracle Database, and Programs (*)
Engineered System, Hardware, and Operating System

Incorrect

29. What is fault monitoring?

Oracle Platinum Services has a team onsite that

monitors for fault events in the hardware, database,
operating system and networking components of
Certified Platinum Configurations 24x7 and provides
a mechanism to trigger the creation of an SR on your
behalf
Oracle Platinum Services remotely monitors for fault
events in the hardware, database, operating system
and networking components of Certified Platinum
Configurations 24x7 and provides a mechanism to
trigger the creation of an SR on your behalf (*)
 The Oracle Platinum Services team identifies a Fault
Monitor on your team that monitors for fault events in
the hardware, database, operating system and
networking components of Certified Platinum
Configurations 24x7 and creates an SR on your behalf

Correct

30. What is the best definition of Response Time Targets

related to Oracle Platinum Services?

Estimates of how long it will take you to manually

create a new SR for Oracle Platinum Services
Published target times related to notification of
detected faults and Sev 1 service requests (*)
Published target times related to Sev 1 service
requests
How long it takes Oracle to send the email
notification of detected faults

Correct
31.In the
latest
versions of
the Oracle
Advanced
Support
Gateway,
there is a
Patch
Scheduling
tool which
enables
you to
book a slot
for your
patching
event with
the Oracle
patching
team.

True (*)
False

Correct
32. As you know, Oracle will remotely install patch bundles for
the Certified Platinum Configuration up to 4 times a year.
What are your responsibilities related to remote patch
installation?

You need to schedule the remote patch installation and

approve any patch to be installed (*)
Once the remote patch installation is complete, you need
to create a new service request to confirm with Oracle
Support that the process is complete.
You need to schedule the remote patch installation
None. Oracle handles all activities related to remote
patch installation as part of your Oracle Platinum
Services

Incorrect

33. You do NOT need to be a current Oracle Platinum Services

customer in order to receive remote patch installation
services.

True
False (*)

Correct

34. Your team is planning for your first remote patch installation
and are considering both the Rolling and Non-Rolling
options. Based on your review of the knowledge content,
which is the preferred method in terms of speed?

Non-Rolling (*)
Rolling
Both methods are equal, so it is about your preference as
the customer
For the first remote patch installation, start with Non-
Rolling and then choose Rolling for future patching

Incorrect

35. A key difference between Rolling and Non-Rolling remote

patch installation is whether the Certified Platinum
Configuration is online or offline.
 True (*)
False

Correct

36. The remote patch checklist provides details to walk you

through the activities, owners, and estimated timelines
associated with an Oracle Platinum Services remote patch
installation.

True (*)
False

Correct

37. With regard to Remote Patch Installation, who is responsible

for initiating the Patch Event?

You (the Oracle customer) are responsible for

completing this action (*)
This is the responsibility of the Oracle Patch Engineer
You can set this up to occur automatically on a set
sequence
None of the above

Incorrect

38. There are no repercussions related to patch non-compliance,

and Oracle will not generate any type of email to alert you
on non-compliance.

True
False (*)

Correct

Service Requests for Oracle Platinum Services

(Answer all questions in this section)

39. You want to develop a team strategy to drive effectiveness

with SRs. What recommended best practices could be
included in your strategy?
 (Choose all correct answers)

A team member monitors Engineered Systems

community in My Oracle Support for relevant questions
and solutions to share with the team (*)
A team member leverages Mobile My Oracle Support to
stay on top of her SRs when away from her desk and
shares this process with the team (*)
The team agrees to avoid logging any SRs this quarter to
keep the volume of new SRs down
The team agrees to delay logging any new SRs until
after the team meeting each week so the issues can be
discussed
None of the above

Incorrect

40. This is a possible scenario where you would create a new

manual SR: You have a problem with your Engineered
System that has not created an automatic SR. Maybe its a
fault that is outside the list of the events that Oracle
Platinum Services detects, but it needs to be fixed.

True (*)
False

Correct

41. One of your colleagues is struggling with the basic process

of logging Service Requests in My Oracle Support. Her role
recently changed, and this is new functionality for her. What
resource would provide the best training for a new user on
general SR creation?

Logging an Engineered System Service Request using

Oracle Configuration Manager
Oracle Platinum Services Quick Reference Guide
(QRG)
My Oracle Support How To Video Series (*)
How to Create Platinum Infrastructure Services SR

Incorrect
42. What recommended best practice do we recommend you
follow before creating a new Oracle Platinum Services SR?

None. Just create a new SR when you have an issue or

question
Search the knowledge base to locate existing solutions
or information that may solve your issue (*)
Wait for a fault to automatically create a new SR on
your behalf
Save up your issues and log several SRs together to save
time

Incorrect

43. It is not possible to create a new Service Request and select

Oracle Platinum Services as the product. You can only log
an SR against your specific Engineered System.

True
False (*)

Incorrect

44. Talking to your team about new SRs being created helps you
avoid duplicate issues in the system if another team member
has the same issue and is planning to open an SR.

True (*)
False

Correct

45. Oracle Support uses specific fields in the SR like Product to

appropriately route your request. If your new SR is tagged as
Platinum, it will be routed to the correct triage team within
Oracle who are focused on Engineered Systems support.

True (*)
False