http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.

jsp

Test: General Product Support Assessment

Review your answers, feedback, and question scores below.
This 60-question assessment test is the final component of the General Product Support guided learning path. This assessment
will allow you to test your knowledge of the information provided in the learning plan. Receiving a passing score of 80% or
higher makes you eligible to become an Oracle Support Accredited User. Please note that you are only able to access the
assessment once within a 24 hr period.
My Oracle Support Community
(Answer all questions in this section)
31. If you have general questions about My Oracle Support and have not found answers in the help Mark for Review
menu or in the knowledge base, a best practice is to post your question to Using My Oracle Support (1) Points
Community.
True
False
Correct
32. You heard about a new community and want to check it out. When you open My Oracle Support Mark for Review
Community, you only see a few options listed in the SPACES YOU FOLLOW pane (left navigation). (1) Points
What do you need to do to locate a new community?
Ask your Customer User Administrator (CUA) to change your Community access settings under
My Account
From the navigation banner, click the Space List down arrow, locate a space of interest (for
example: Middleware MOSC) and then click on it to view the associated sub-spaces
View the new communities created this week in the Spotlight Area.
Log a non-technical Service Request
None of the above
Incorrect

33. The same Oracle Support Engineers that resolve technical Service Requests also participate in My Mark for Review
Oracle Support Community to share their knowledge and expertise as part of this trusted (1) Points
community.
True
False
Correct

34. You want to post a question to a My Oracle Support Community. How do you locate the correct Mark for Review
community for your product and type of question? (1) Points
Using the Navigation Banner, select your product, then drill down into a specific sub-space
related to your question. Ask your question to the sub-space and it will be reviewed by users
with the right product knowledge to help
Ask your Customer User Administrator to grant you access to the community in question and it
will appear the next time you log in
Post your question in the Using My Oracle Support community to make sure as many users as
possible can view it.
Log a technical Support Request for assistance
Correct

35. Which of the following attributes describe the value of My Oracle Support Community? Mark for Review
(1) Points
Available to users 7x24x365. You can always engage in the global community at a convenient
time in your work day
Each community is staffed with a special set of Oracle support engineers who engage
exclusively with online questions
Leverage the shared experience of your peers and subject-matter experts to quickly expand
your knowledge and awareness
Using communities allows you to bypass the standard Service Request creation process in My
Oracle Support and fast-track your issues
Both 1 and 3

1 of 5 18-Feb-19, 5:37 PM
 http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp

Correct
36. You have a question regarding Oracle Database. You are new to the community framework and are Mark for Review
not sure how to locate a relevant Database-oriented community. What is your best approach? (1) Points
Check all that apply.
(Choose all correct answers)
Using the banner navigation, click the Space List down arrow, locate the Oracle Database MOSC
space and click it view the related sub-spaces
Open a non-technical Service Request
Post this question in the Using My Oracle Support Community
You can type in your Database question in the search bar and drill into likely answers to identify
a Database Community for your area of interest.
Incorrect

Best Practices for Hardware and Software

(Answer all questions in this section)
37. The Oracle Services Tools Bundle (STB) includes components such as Oracle Remote Diagnostic Mark for Review
Agent (RDA) and Oracle Autonomous Crashdump Tool (ACT). (1) Points
True
False
Correct

38. Oracle Auto Service Request (ASR) is part of Oracle's proactive services. Mark for Review
(1) Points
True
False
Correct

39. Which of the following responses is the best definition of Oracle ORAchk? Mark for Review
(1) Points
Self-extracting installer bundle
This tool automatically opens a Service Request in the event of a specific hardware fault
A lightweight and non-intrusive health check framework for the Oracle stack of software and
hardware components
Correct

40. Oracle Auto Service Request (ASR) is a new service you can register for in order to have all your Mark for Review
SRs automatically created for you. (1) Points
True
False
Incorrect

41. Some of the benefits of leveraging ORAchk in your business include risk reduction, automated Mark for Review
proactive warnings, ability to run it in your environment, and reports via email. (1) Points
True
False
Correct
42. EXAchk supports all supported hardware types, operating systems, firmware versions, and Oracle Mark for Review
versions for specific Oracle engineered systems. (1) Points
True
False
Correct

Create and Manage Service Requests

2 of 5 18-Feb-19, 5:37 PM
 http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp

(Answer all questions in this section)

43. Users create a new Service Request by moving through a structured step-by-step process that Mark for Review
starts by asking the User to identify the Severity BEFORE describing the problem (1) Points
True
False
Incorrect
44. You have heard a lot about the importance of logging detailed service requests in the accreditation Mark for Review
series. Why does it really matter to you as a user? Correctly identify which response highlights the (1) Points
key benefit of creating a Fully Qualified Service Request.
Special fast-track handling in the Support Queue
Minimum delays
Minimum delays AND faster resolution
The Oracle Support engineer will immediately open a Chat session with you to discuss your
issue
None of the above
Incorrect

45. Users often ask how to get the full update of their SR (in the body of the email) advising the SR Mark for Review
was updated. What steps do you need to take to enable this feature in My Oracle Support? (1) Points
Log a Non Technical Support SR and ask for this feature to be turned on for your SI
Call Oracle Support and ask for this feature to be turned on for your account.
Check the SR Detail box on your My Account profile, AND (for the specific SI) use the View
Administrators feature to send the CUAs a message to ask if they have enabled this feature for
the SI.
There is no option to view the SR detail via e-mail notification as this is a security risk
Incorrect

46. Which of the following is the best example of a complete Service Request Problem Summary? Mark for Review
(1) Points
MySql is experiencing a connection problem
MySql (using JDBC eWay) is experiencing a connection problem: ClassName not found
Application is slow in the afternoon
Blue screen
Correct

47. Management attention is about bringing the right resources to your Service Request, improving the Mark for Review
communication process, and creating an action plan to resolve your issue. (1) Points
True
False
Correct

48. What is a recommended best practice to follow when you have a non-urgent (how-do-I) type Mark for Review
question for Oracle Support AND you would like to gather information from other users. (1) Points
Log a technical support Service Request via My Oracle Support
Post a detailed question in a relevant community within My Oracle Support to engage subject-
matter experts
Call Oracle Support
Search the knowledge base
The question is asking for the BEST process to follow for a Question. You can search the
knowledge base, but asking for help in the community may give you a faster and more
targeted answer as you can interact with subject-matter experts

Mobile My Oracle Support

(Answer all questions in this section)

3 of 5 18-Feb-19, 5:37 PM
 http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp

49. You are able to CREATE a new Service Request using the Mobile My Oracle Support interface Mark for Review
(1) Points
True
False
The option to create new Service Requests is currently not available in Mobile My Oracle
Support
50. How do you access Mobile My Oracle Support? Mark for Review
(1) Points
You have to download the app from the primary portal and load it to your smart phone
There is a unique URL for Mobile My Oracle Support access.
You open a Service Request and ask for special privileges
There is a button on My Oracle Support home page that allows you to jump to the mobile
application
Incorrect

51. The two main functions you can accomplish in Mobile My Oracle Support are to VIEW and UPDATE Mark for Review
Service Requests and search the knowledge base (1) Points
True
False
Correct

52. What is the best description of Mobile My Oracle Support? Mark for Review
(1) Points
A new type of My Oracle Support Community intended for users who want to review discussions
with their mobile device
A version of My Oracle Support that you can download to run on your desktop
My Oracle Support web-based application optimized for mobile devices
A new messaging system that emails you SR updates via your smart phone
None of the above
Correct
53. The Customer User Administrator (CUA) for your organization is able to utilize Mobile My Oracle Mark for Review
Support to REVIEW access requests with just a smart phone and Internet access. (1) Points
True
False
Correct

54. You receive a Tweet from Oracle while you are in a meeting. There is some interesting information Mark for Review
about one of your products. You can quickly log into Mobile My Oracle Support and search the (1) Points
knowledge base to get more details to share with your colleagues during the meeting.
True
False
Correct

Oracle Support Policies

(Answer all questions in this section)
55. What are the recommended ways to locate content about the End Date of support for a product? Mark for Review
Select all that apply. (1) Points
(Choose all correct answers)
Use the Certifications tab and review the support-specific content
Log a Service Request and request information about support dates
Access oracle.com and locate the technical and lifetime policies under the Support tab
Call your Oracle Sales or Account Representative

4 of 5 18-Feb-19, 5:37 PM
 http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp

All of the answers are correct to some degree; however, the question is asking for the
recommended way. As outlined in the videos, the recommended way is to use the
Certifications tab or access the content on oracle.com and view the support PDFs for the
latest content.
56. What is the RECOMMENDED approach to resolve the issue of not being able to download a specific Mark for Review
patch for a Product (after the Support Date has passed). (1) Points
Log a Service Request and ask Oracle to send it to you
Contact your Oracle Sales representative and ask them to call Oracle Support and send you the
patch
Contact your Oracle Sales representative and purchase Extended Software support for your
product that needs patching
Use Google to see if the patch is available somewhere on the Internet
All of these answers are possible reactions to not being able to download a patch. The most
correct answer is 3 as the product has passed its supported end date.
57. What is the BEST method to stay informed about the latest information on Oracle Technical Support Mark for Review
policies? (1) Points
Bookmark the Oracle Support Technical Support Policy page and visit it when you have a
question
Download the Oracle Technical Support Policies and use these as your reference guide
Set up Hot Topics E-mail notifications and select Support Policies as the KM document type
Log a Service Request and ask Support to provide information about support policies
Downloading the PDF is great for your current question. However, you should visit the
support policies pages in the future to ensure you have the latest updates.
58. The Lifetime Support Stages for your Oracle Products are: Premier Support, Extended Support, and Mark for Review
Sustaining Support. (1) Points
True
False
Correct

59. For some product and release combinations on the Certifications tab, you may be able to view Mark for Review
Ongoing Support information related to availability of patches for that combination. (1) Points
True
False
Correct

60. You want to see a Support Benefits comparison table to understand what is covered in Premier, Mark for Review
Extended, and Sustaining Support. What is the recommended approach to access the table and (1) Points
complete your review?
Log a non-technical Service Request
Mark the Oracle Lifetime Support Policies (Document 971415.1) a favorite in My Oracle Support
Locate the Lifetime Support Benefits table on the Oracle Lifetime Support Policies page to
review the details in the comparison table
Post a question to the Using My Oracle Support Community
The Support Benefits table provides a very clear and easy-to-review matrix of the stages so
that you can quickly see what is covered in each stage

Previous Page 2 of 2 Summary

5 of 5 18-Feb-19, 5:37 PM