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Test: Oracle Application Development Framework Support Specialist

Review your answers, feedback, and question scores below. An asterisk (*) indicates a correct answer. This 58-question assessment test is the final component of the Oracle Application Development Framework 11g Support Specialist guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Oracle Application Development Framework 11g Support courses. Passing a >80% of this assessment makes you eligible to become an Oracle Application Development Framework 11g Support Specialist. (v2.0)

Creating Customer Value

(Answer all questions in this section) 1. List all benefits of using My Oracle Support. Mark for Review (1) Points

(Choose all correct answers) It is the single point-of-entry for all interactions with Oracle Support (*) Answers 1,2 & 3 only Provides you access to the My Oracle Support Community, where you can participate in discussions, and exchange knowledge with an extensive network of peers and Oracle experts. (*) It is an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support. (*) It is Oracle's next generation support platform. (*) Incorrect, refer to the Creating Customer Value training for more information 2. This region from the dashboard provides an overall view of system health across the enterprise, configuration, or specific targets based on how you have set up your dashboard. This region is only available to those customers who are taking advantage of the Configuration Manager. System Health Region (*) News Region Draft Service Request region Getting started region Service Request region Incorrect, refer to the Creating Customer Value training for more information 3. From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how to mitigate that risk. News Region Service Request region Getting started region Draft Service Request region System Health Region (*) Incorrect, refer to the Creating Customer Value training for more information 4. The Inventory and Usage region is available even for those who are not using the Configuration Manager. Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points

http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp?Init=Y

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True False (*) Corrrect 5. Customer Success Self-Assessment is an online tool designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance True (*) False Incorrect, refer to the Creating Customer Value training for more information 6. It is a support capability that automates the exchange of configuration information between Oracle Support and our customers, enabling proactive detection of issues our customers may encounter, and allowing for faster resolution times in instances where you do run into an issue. Support Diagnostics tool Change assistant Configuration Manager (*) Remote Diagnostcs Agent Upgrade wizard Incorrect, refer to the Creating Customer Value training for more information 7. This is another great resource, available to you 24x7 through the Knowledge Tab in My Oracle Support. This provides access to our extensive database with more than 800,000 solutions covering the entire range of Oracle products. Patches & Updates tabb Service Request tab Knowledge Base (*) Communtiy tab Dashboard tab Incorrect, refer to the Creating Customer Value training for more information 8. This stage of Life time Support provides provides you with an extra three years of support for specific Oracle release for an additional fee. Lifetime Support Policy Premier Support Extended support (*) Sustaining Support None of the above Incorrect, refer to the Creating Customer Value training for more information 9. This region contains a breakdown of the different environments including how the software is distributed among different hosts, database versions, application server versions, and applications. Getting started region Inventory and Usage region (*) Service Request region Draft Service Request region Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points Mark for Review (1) Points

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News Region Incorrect, refer to the Creating Customer Value training for more information 10.Our main focus in Support is to assist in minimizing any disruptions to your system. We do this through (Choose all correct answers) Problem Avoidance through the Configuration manager health checks (*) Self Service Resolution - resolving problems without the need to contact Oracle Support (*) Reduction in resolution time - minimizing the time spent to resolve an issue (*) Answers 1 & 2 only None of the above Incorrect, refer to the Creating Customer Value training for more information Page 1 of 6 Mark for Review (1) Points

http://ilearning.oracle.com/ilearn/en/assessment/jsp/test_player.jsp?Init=Y

12/29/2011