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Core Services Field Delivery Support Consultant Assessment Answers
Core Services Field Delivery Support Consultant Assessment Answers
An asterisk (*)
indicates a correct answer.
This 54-question assessment test is one of the final components of this Field
Delivery Support Consultant guided learning path. This assessment will allow you
to test your knowledge level of the information learned from the Oracle core
services courses. Passing a >80% of this assessment, as well as all other
required online assessments and certification exams from your Field Delivery GLP
makes you eligible to become a Field Delivery Support Consultant.
1. You have a Hardware SI and your dashboard is NOT showing the Assets
widget. What is the first step you should take to resolve this issue? Mark for
Review
(1) Points
Select the "Contact Us" link in My Oracle Support and ask for help
Go to your "My Account" page and confirm if you have access to View Assets
for the designated SI. If your Assets column says 'No Access', you will not be able
to add the Assets widget (*)
Select 'Customize Page' on the My Oracle Support home page and make sure
the Asset widget is displayed on your dashboard
Correct
2. You would like to locate content about what changed in the LATEST My
Oracle Support release. Which of the following statements best describes the
steps you would follow? Mark for Review
(1) Points
Access 'My Oracle Support Resource Center' and view the Release Notes (*)
Call Oracle and log a Service Request to ask what changes have been made.
Search for 'Release Notes' in the Global Search and go through the different
results.
Correct
3. As a user of My Oracle Support, you want to get the most value from the
customizable dashboard layout. Which of the following are best practices to
customize your layout and make it work for you? Select all that apply. Mark for
Review
(1) Points
Do not customize what you see in the dashboard. When you first login to My
Oracle Support, you have access to all the recommended widgets by default
Consider modifying your dashboard any time your role changes or you have a
new product interest (*)
Add as many widgets as you can to the dashboard to maximize what you see
when you login
Correct
True
False (*)
Correct
5. The number of tabs you see in My Oracle Support depends on the Support
Identifiers associated with your account. Mark for Review
(1) Points
True (*)
False
Correct
Log a non-technical support Service Request and have the Oracle Support
team tell you what is new
View the User Resource Center on your dashboard to see the latest content
(mark it as a favorite) (*)
Subscribe to Hot Topics E-Mail > Articles and Information > Add Search for My
Oracle Support (product), select "Knowledge Articles" and Apply your changes.
Correct
7. My CUA is my first point of contact for any access issues I experience with
My Oracle Support Mark for Review
(1) Points
True (*)
False
Correct
8. You are looking to install the Oracle E-Business Suite (EBS) product range.
How would you find one document that outlines everything you need to know?
Mark for Review
(1) Points
Log a Service Request and ask for Oracle Support to send you the information
On the knowledge tab in My Oracle Support: select 'Search and Browse' and
enter Oracle E-Business Suite and access the information center to view all the
available content in one location (*)
Post a question in the EBS Community asking where you can find a document
with everything you need to know about EBS
Correct
9. What is the best way to find content in My Oracle Support based on product?
Mark for Review
(1) Points
Use the 'Search & Browse' feature on the Knowledge tab and product-based
information centers (*)
Incorrect
True (*)
False
11. PowerView is a type of search that you can use in place of Global Search
Mark for Review
(1) Points
True
False (*)
Correct
12. I would access 'Refine Search" on the Service Requests tab to further refine
and improve my search Mark for Review
(1) Points
True
False (*)
Correct
True (*)
False
Correct
15. A great resource for additional help in My Oracle Support is the 'contextsensitive' help located in the upper-right. You can view detailed answers to
common questions about topics such as Patching. Mark for Review
(1) Points
True (*)
False
Correct
Select Patches and Updates Tab > Advanced Search > Search for JD Edwards
EnterpriseOne > Release is 9.1 and select search
Select Patches and Updates Tab > Quick Links JD Edwards > search for JD
Edwards EnterpriseOne > Release is 9.1, agree to license and select search (*)
Select Patches and Updates Tab > Patch Plan > select my configuration >
select the release 9.1 > Select Analysis > download the patches after I read any
message displayed.
Log a Service Request with Oracle Support and ask for the Support Engineer to
send me the required patches.
Correct
17. You have some questions about a recommended patch set for your
products. What is the best practice for you to ask specific questions and get
feedback? Mark for Review
(1) Points
Create a new thread in the appropriate patching community and discuss with
the members of your community. (*)
Use the Patch Search region on Patches & Updates tab, Product or Family
(Advanced) search. Select release and type (Patchset) and search. Sort patches
based on date to see the latest displayed first
The Patch Advisor is the Readme file included with all Patches that provide
specific install information
A tool that you can download that will analyze the patches on your system to
confirm you are on the latest patch set
Correct
19. I can use Patch Plans and Upgrade Plans without having Oracle
Configuration Manager installed. Mark for Review
(1) Points
True
False (*)
Correct
20. You have a specific question regarding Oracle Database. You are new to the
community framework and are not sure how to go about searching to identify a
relevant Database-oriented community. What is your best practice? Check all
that apply Mark for Review
(1) Points
You can type in your Database-related question in the search bar and view
questions already posted in various Database communities (*)
With Subscriptions Off, scroll through the Database community options in the
left pane under 'Find a Community'. (*)
Correct
Ask your Customer User Administrator to grant you access to the community
in question and it will appear the next time you log in
Correct
A moderator for the community will directly email you to request that you
remove this question
The question will trigger an automatic email that alerts you to ask the
question in a different community
The moderator for the community will see that the question is not in the right
community and will attempt to find the right community for your question. This
impacts the time to resolution of your question (*)
Correct
True (*)
False
Correct
24. The same Oracle Support Engineers that resolve technical Service Requests
also participate in My Oracle Support Community to share their knowledge and
expertise as part of this trusted community. Mark for Review
(1) Points
True (*)
False
Correct
25. 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
Correct
My Oracle Support Community
(Answer all questions in this section)
26. You recently created a new posting in My Oracle Support Community. When
you go back to view it, you do not see it in the community where you thought
you had posted it. What can you do to locate your posting? Mark for Review
(1) Points
Your posting was likely deleted by a moderator because it was in the wrong
community and they frequently monitor
You can look on the Discussions tab (My Discussions) within My Oracle Support
Community (*)
You can post another new thread and ask the community if they know what
happened to your last posting
Correct
27. How is this type of collected data valuable to you? Mark for Review
(1) Points
The data helps to determine how often you log Service Requests
Correct
28. For the supported products, what are the benefits of installing and using
Oracle Configuration Manager (OCM)? Mark for Review
(1) Points
View Reports
Correct
Incorrect
30. How can collected data help you when you create a Fully Qualified Service
Request? Mark for Review
(1) Points
It identifies upcoming configuration changes that you can share with the
Support Engineer
It provides details on the last 5 service requests you logged in case you want
to review them
Correct
31. You have a planned outage window at the end of the quarter. You can
access features available in My Oracle Support that will enable you to make
decisions about which patches to install Mark for Review
(1) Points
True (*)
False
Correct
32. From a hardware perspective, what are the benefits of downloading Oracle
Services Tools Bundle and enabling Auto Service Request (ASR)? Mark for
Review
(1) Points
Correct
33. What items are covered by your Premier Support Policy? Select all that
apply. Mark for Review
(1) Points
Access to Oracle Product knowledge and Oracle Product bug fixes (*)
Correct
34. What is the best approach to resolve the issue of not being able to
download a specific patch for a Product (after the Support Date has passed).
Mark for Review
(1) Points
Contact your Oracle Sales representative and ask them to call Oracle Support
and send you the patch
Correct
35. What is the recommended way to locate content about the End Date of
support for a product? Select all that apply. Mark for Review
(1) Points
Use the Certifications tab and review the support-specific content (*)
Access oracle.com and review the support PDF and search for support dates
(*)
Correct
Oracle Support Policies
(Answer all questions in this section)
36. What are the best methods to stay informed about the latest information
on Oracle Technical Support policies? Mark for Review
(1) Points
Search technical support on oracle.com and review the posted policy PDFs
often (*)
Download the Oracle Technical Support Policies and use these as your
reference guide
Log a Service Request and ask Support to provide information about support
policies
Correct
ESD
(Answer all questions in this section)
37. Which of the following is NOT one of the rules for preventing ESD damage?
Mark for Review
(1) Points
Make sure your grounding straps are not in contact with your skin. (*)
38. Low humidity environments reduce the voltage generated from friction and
moving, Mark for Review
(1) Points
True
False (*)
Correct
39. Which of the following descriptions best defines ESD? Mark for Review
(1) Points
The sudden transfer, or discharge, of electricity from one object to another. (*)
Correct
Work surfaces
Clothing
People
Correct
ESD
(Answer all questions in this section)
True (*)
False
Correct
42. What is the difference between a soft failure and a hard failure? Mark for
Review
(1) Points
Soft failures weaken components and is difficult to detect. Hard failures are
easy to identify and trace back to ESD. (*)
Soft failures occurs in the software. Hard failures occurs in the hardware.
Soft failures are easily detected and rapidly fixed. Hard failures are difficult to
identify and fix.
Correct
43. Why are ESD "soft failures" the most serious type of failures? Mark for
Review
(1) Points
Correct
44. The leading cause of semiconductor failure is due to? Mark for Review
(1) Points
Correct
ASR
(Answer all questions in this section)
Correct
ASR
(Answer all questions in this section)
46. For which of the following event types does ASR create Service Requests?
Mark for Review
(1) Points
OS crash
Incorrect.
My Oracle Support user with Create Service Request privilege on the endcustomer Support Identifier
My Oracle Support user with "Create Service Request" and "View Asset"
privileges on the Partner Support Identifer (*)
Correct
48. For assets managed by Oracle Service Delivery Partners:How can a team
be notified when ASR creates Draft Service Requests? Mark for Review
(1) Points
Use My Oracle Support to enter one or more email lists in the "Distribution
Email List" field for the managed assets. (*)
Create a My Oracle Support user as the email list. Then, assign this user as the
Contact for the ASR asset.
Correct
49. The ASR Manager uses a two-way encrypted connection to Oracle. Mark
for Review
(1) Points
True
False (*)
Correct
Correct
ASR
(Answer all questions in this section)
51. Oracle customers can ony install one ASR Manager per Oracle Support
Identifier. Mark for Review
(1) Points
True
False (*)
52. For assets managed by Oracle Service Delivery Partners:True or False: After
receiving an ASR notification email that indicates that a draft Service Request
has been created, the Partner must immediately use My Oracle Support to
promote the Draft Service Request to a Technical Service Request. Mark for
Review
(1) Points
True
False (*)
Correct
53. ASR is available at no additional cost to Oracle Premier Support for Systems
and Hardware Warranty plans Mark for Review
(1) Points
True (*)
False
Correct
54. Which of the follow data does ASR send to Oracle? Mark for Review
(1) Points
hostname (*)
IP address
Correct