Sun x86 Server Support Consultant Certification Help Desk Assessmen

Sun x86 Server Support Consultant Certification 
Help Desk Assessment
WZD-SSX64-301: X64 Server System Overview

(Répondez à toutes les questions de cette section.)
1. A customer calls into the call center to ask a question

about setting up a server. The customer wants to know which ports to use to con
figure the server, where the ports are located, and how to access them. Which ac
tion pl
plan li
lists th
the st
steps ta
taken to
to so
solve th
the cu
customer's pr
problem? Questio
n à revoir
(1) Points
Provided customer with the location of the serial port to access ILOM, t
he serial cable to use, the need for a terminal server on the laptop, along with
the default account (root) and password (changeme). (*)
Informed customer that the port to use was one of the Ethernet ports and
provided the default account number (root) and password (changeme)
Provided customer with system password
Dispatched field engineer to assist customer in configuring system
Correct
2. A customer calls into the call center with a memory upg

rade question. The customer wants to upgrade the memory on his Sun Server X3-2 (
Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Select
the
the pro
prob
blem
lem sta
stat
temen
ement
t tha
that
t ch
charac
aracte
teri
rize
zes
s the
the cust
custom
omer
er's
's probl
roblem
em.
. Ques
Questi
tio
o
n à revoir
(1) Points
Customer is requesting how to upgrade his memory
Customer doesn't know what density of memory to order
Customer is asking for the part number of the 8-Gbyte DIMM that he can o
rder (*)
Customer is asking what type of memory is in his server
Correct
3. A customer calls into the call center with a question.

The customer wants to prepare a rack for the installation of a Sun Server X3-2L
(Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The c
ustomer's immediate needs are the dimensions, weight and power requirements of t
he unit. Select the action plan that lists the steps taken to solve the customer
's pr
problem. Question à re
revoir
(1) Points
Passed the customer issue to the back-line engineers.
Provided the customer with the link to the server s System Handbook and gu
ided the customer to where the dimensions, weight and power requirements of this
server could be found. (*)
Directed the customer to the Oracle Documentation website.
Provided the information to the customer from the getting started guide
for this server.
Incorrect. Refer to the X64 Server System Overview training for

more information.

Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Which
action pl
plan li
lists th
the st
steps ta
taken to
to so
solve th
the cu
customer's is
issue? Questio
n à revoir
(1) Points
Took customer's order for memory upgrade
Provided customer with memory option number 7100790. (*)
Sent memory upgrade to customer
Dispatched field engineer to upgrade customer memory

more information.

he unit. According to your resources, what are the power requirements of this se
rver? Question à revoir
(1) Points
48V DC
115V, 60 Hz AC
220V, 50 Hz AC
12V DC
100 to 127 / 200 to 240 VAC (*)

more information.
6. A customer calls into the call center with an issue. He wants to upgrad
e the memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some a
ssistance on how perform the upgrade. Which question needs to be answered before
the
the cus
custo
tome
mer
r ord
order
ers
s DIM
DIMMs
Ms for
for the
the upgr
upgrad
ade?
e? Ques
Questi
tion
on à rev
revoi
oir
r
(1) Points
Where is the system located?
What is the current memory configuration? (*)
Does the customer have DIMMs available to upgrade the system?
Does the system have a memory problem?
Correct

figure the server, where the ports are located, and how to access them. Which po
rt shou
should
ld be acce
access
ssed
ed firs
first?
t? Ques
Questi
tion
on à rev
revoi
oir
r
(1) Points
Network Management port
Ethernet port
Serial Management port (*)
Video port
Correct

DIMM density creates a total server memory of 512 Gbytes if used on all of its m
emory slots ? Question à revoir
(1) Points
4-Gbtye
8-Gbyte
32-G-byte (*)
16 G-byte

more information.
9. A customer calls into the call center and says she has
experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She
is requesting on-site service to provide warranty service to replace the defect
ive fan module number 4 on her server. Which link provides direct access to a do
cument repository that contains documents on fan replacement procedures?
Question à revoir
(1) Points
http://www.oracle.com
http://my.oracle.com/index.htm
http://my.oracle.com/site/pd/sss/products/index.html
http://www.oracle.com/technetwork/indexes/documentation/index.html (*)
Correct
ive fan module number 4 on her server. Which problem statement characterizes the
customer's problem? Question à revoir
(1) Points
Customer is reporting server cooling problems and is requesting on-site

support for replacement
Customer is reporting fan module number 4 failure and is requesting on-s

ite support for replacement (*)
Customer is requesting on-site support for a server cooling problem
Customer is reporting fan module failure

more information.
11. A customer calls into the call center and says she has experienced a fa
n failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting o
n-site service to provide warranty service to replace the defective fan module n
umber 4 on her server. Which action plan lists the steps taken to solve the cust
omer's problem? Question à revoir
(1) Points
Explained to the customer that the part is a CRU and will be dispatched
to them as parts-only for the customer to replace (*)
Dispatched field person with a FRU to replace the part.
Verified that the customer has no support contract but we have done free
parts replacement for this customer in the past so we dispatched field person w
ith a FRU to replace the part.
Dispatched TSC person with a CRU to replace the part.

more information.
12. Which x86 server uses AMD-based CPUs? Question à revoir
(1) Points
Sun Fire X4250 server

Sun Fire X4140 server (*)
Incorrect

he unit. Which of the following documents would you recommend for the customer t
o locate Sun Server X3-2L rack mount requirements (select 2)? Question à revoir
(1) Points
(Choisir toutes les réponses correctes)
Administration Guide
Programming Guide
Site Planning Guide (*)
Operating System Installation Guide
Sun System Handbook (*)

more information.

figure the server, where the ports are located, and how to access them. What doc
umentation would you recommend to the customer for information about the server
configuration (select 2)? Question à revoir
(1) Points
ILOM Guide (*)
Installation Guide (*)
Administration Guide
Startup Guide
Incorrect
15. Which rackmount server supports a service processor on

an optional daughter card? Question à revoir
(1) Points
Sun Fire X4450
Sun Fire X2250
Sun Fire X2270 (*)
Sun Blade X6275
Sun Fire X4240
Incorrect
16. A customer calls into the call center with a question. The customer wan
ts to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270
M3) rackmount server, but has misplaced the documentation. The customer's immedi
ate needs are the dimensions, weight and power requirements of the unit. Which p
roblem statement characterizes the customer's problem? Question à revoir
(1) Points
Customer did not have the installation documentation to be able to find

the dimensions, weight, and power requirements for this server (*)
Customer does not know the weight and dimensions of this server
Customer needs a server installed
Customer needs installation documentation to look up the specifications

he needs

more information.
17. A customer calls into the call center with an issue. He

wants to upgrade the memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server)
and needs some assistance on how perform the upgrade. What is the most effective
Customer needs assistance in determining the procedure to replace power
supply 0 on his X4240 server using a hot swap action. (*)
Customer needs assistance replacing the X4240 server power supply withou
t disturbing the server operation.
Customer needs a Sun field person to replace his failed power supply.
Incorrect. Refer to the X64 Server Locating and Interpreting Se

rvice Procedures training for more information.
52. A customer called the service center and reported an OS

error message that indicates that power supply 0 of their X4240 server has fail
ed and is offline. The X4240 is still running but the customer wants to replace
the power supply without disturbing the server's operation, to re-establish the
power redundancy. Select the action plan that lists the steps taken to solve the
customer's problem. Question à revoir
(1) Points
Verified that a power supply hot swap replacement can be performed on th

e customer's X4240 server then sent the customer the documents that contains the
power supply replacement procedure.
Provided the customer with the location of procedure to use to perform t

he replacement along with the part number of a replacement power supply.
Sent a Sun field person out to the customer site to perform the power su
pply replacement.
Verified that a power supply hot swap replacement can be performed on th

e customer's X4240 server then covered the replacement procedure with the custom
er. (*)

53. To determine the memory configuration of Xeon 5500 Seri

es CPUs on the Sun Blade X6275 Server Module you need to consider the following
parameters. Question à revoir
(1) Points
Speed, density and number of DIMMs per channel
Speed, density, rank and number of DIMMs per channel (*)

Speed, density, and rank
Speed, rank and number of DIMMs per channel

54. Which source of information is not needed for an initia

l on-site installation of an X4600 M2 server? Question à revoir
(1) Points
Getting Started Manual
Installation Guide
Enterprise Installation Standards (EIS)
Programming Manual (*)

55. A field technician called the service center with a pro

blem on a Sun Blade 6000 Modular System. The system has 4 active server blades.
The Sun field technician needs assistance in ordering a replacement X6240 server
blade to replace one of the X6240 server blades in the customer's chassis. Sele
ct the problem statement that characterizes the customer's problem. Questio
n à revoir
(1) Points
Field technician needs the part number to a new X6240 server blade.
Field technician needs assistance identifying and ordering a replacement

part for a failed X6240 server blade and assistance with its replacement. (*)
Field technician needs assistance replacing the X6240 server blade as a

hot swap action.
Field technician needs assistance in determining what is the replacement

part number for the X6240 server blade.
Correct
56. A field technician called the service center with a problem on a Sun Bl
ade 6000 Modular System. The system has 4 active server blades. The Sun field te
chnician needs assistance in ordering a replacement X6240 server blade to replac
e one of the X6240 server blades in the customer's chassis. Which type of docume
nt provides the procedure to perform the replacement task? Question à revoir
(1) Points
Field Action Bulletins (FAB)
Product notes page 10
Service manual (*)
Installation manual
Sun Alerts

57. Which Flash Module removal step is critical to avoid da

maging it data? Question à revoir
(1) Points
Disconnect the ESM power cable before removing the Flash Module.
After its removal, place the Flash Module on an anti-static mat for 20 s
econds.
Push the fault remind button to light its green power LED.
Do not remove the Flash Module while its green power LED is on. (*)
Correct
58. A customer called the service center with a question on

a server's network management port. The customer is trying to configure his net
work management port on his X4540 server so that he can access it from his manag
ement network. He is not familiar with the network management facility and comma
nds he needs to perform. Which list of commands does the customer use to configu
re and activate the management network port using a static IP address? Questio
n à revoir
(1) Points
set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pend
ingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set commitpending=tru
e (*)
cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pend

ingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static

ingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=tru
e

ingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set commitpending=true
Correct

nds he needs to perform. How would you describe the location of the network mana
gement port to the customer? Question à revoir
(1) Points
The RJ-45 connector on the rear of the server labeled NET MGT (*)
The RJ-45 connector on the front of the server labeled NET MGT
The RJ-45 connector on the front of the server labeled SER MGT
The RJ-45 connector on the rear of the server labeled SER MGT


nds he needs to perform. Which port does the customer need to use to configure t
he network management port? Question à revoir
(1) Points
Serial management port (*)

Doc ID 1020990.1
Doc ID 1021983.1
None of these documents (*)
Incorrect. Refer to the X64 Server Locating and Interpreting Tr

oubleshooting Procedures training for more information.
76. A customer called the service center with a critical problem. He has an
X4250 server that has been crashing intermittently after an Oracle technician u
pgraded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the up
grade. Which type of documents should you review to determine if there are any b
ugs related to this issue? Question à revoir
(1) Points
ILOM manuals
Service Manual
FABs and Alerts (*)
Installation Manual
Correct

IPMI. The customer uses IPMI to monitor the state of the servers at their site
and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if
there is any Oracle documentation that covers IPMI, and where they can get softw
are to access IPMI's user interface from their new server's OS. Where can the cu
stomer download the IPMItool that has the latest Oracle compatible updates?
Question à revoir
(1) Points
http://www.oracle.com/technetwork/indexes/downloads/index.html (*)
http://www.ipmitool.sourceforge.net
http://www.sunsolve.central.sun.com
http://www.ipmi.com
Correct
78. Which tool displays the server's hardware configuration

on Solaris? Question à revoir
(1) Points
prtconfig
config
ipconfig
prtdiag (*)
Correct
79. BIOS is hosted by ILOM. Question à revoir

(1) Points
Vrai
Faux (*)

80. A customer calls the service center with a fan failure

message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The custome
r wants to know what she should do at this point because the system is up and ru
nning. Select the problem statement that characterizes the customer's problem.
Question à revoir
(1) Points
The customer needs assistance in ordering a fan module replacement.
The customer needs assistance in determining the nature of the fan failu
re message and course of action to take. (*)
re message.
re message and how to order a replacement.

81. How many DIMMs need to be replaced when a single DIMM fails on the X227
0 M2 server? Question à revoir
(1) Points
2 (*)
Correct
82. What can the Windows Event Viewer be used for on the X2
270 and X2270 M2 servers? Question à revoir
(1) Points
view the system logs (*)
view the system processes
view the system accounts
view the system drivers
Correct
83. Which tool do you use to upgrade the firmware on ILOM a

nd BIOS on the X2270 and X2270 M2 servers? Question à revoir
(1) Points
ILOM (*)
OBP
IPMI
BIOS
Correct
84. To enable the sunservice account you need to set the se

ssion parameter to on the X2270 and X2270 M2 servers? Question à revoir
(1) Points
escalation (*)
service
enabled
on
Correct
85. To replace an FMOD, on the X2270 M2 server, the state o

f the ESM power LED must be? Question à revoir
(1) Points
Flashing
OFF (*)
does not matter
ON
Correct
86. Which of the following components CAN be hot swapped on the X2270 and X
2270 M2 servers? Question à revoir
(1) Points
DIMM
fan module
Getting started region
Service Requests region (*)
Knowledge region
News region
Corrrect
132. This is another resource containing recorded discussion

s during which development outlines functionality included within new product re
leases. Question à revoir
(1) Points
Customer Services Catalog
Sustaining Support
Transfer of Information (TOI) (*)
Newsletters
Lifetime Support Policy
Incorrect, refer to the Creating Customer Value training for mo

re information
133. The My Oracle Support framework was created using FLEX

Technology from Adobe. Using the Flash viewer allowed the flexibility to design
a system that is very user friendly. Question à revoir
(1) Points
Vrai (*)
Faux
Correct
134. When using the Configuration Manager this region provid
es the opportunity to share with Oracle Support the details of what is going on
within your configurations. your support engineer not only has access to your en
vironment details when working an issue. Engineers have visibility (through proj
ects). Question à revoir
(1) Points
Projects region (*)
Draft Service Request region
Getting started region
News region
Knowledge region
Corrrect
135. 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 Question à revoir
(1) Points
Transfer of Information (TOI)
Newsletters
Customer Services Catalog
Customer Success Self-Assessment (*)
Sustaining Support
Corrrect
136. True or False. Browse knowledge allows users to navigate through the pr
oduct hierarchy to specific folders of content in order to eliminate noisy resul
ts generated from generic queries against the entire knowledge base. Searching t
he knowledge base using the browser feature is a support best practice and is th
e best way to access product specific information. Question à revoir
(1) Points
Faux
Vrai (*)
Incorrect, refer to the Creating Customer Value training for mo

re information
Oracle's Lifetime Support Policy

137. Lifetime Support is only Applicable to which of the fol

lowing Oracle Products? Question à revoir
(1) Points
JDEdwards
PeopleSoft
Oracle E-Business
Siebel (*)
All of the above
Incorrect. Refer to the Lifetime Support training for more info

rmation.
138. Certifications with most New Third Party Products/Versi

ons are covered under which level(s) of support? Question à revoir
(1) Points
Premier Support (*)
Extended Support
Sustaining Support
Premier & Extended Support
None of the Above

rmation.
139. Extended Support is provided for an how many additional

years after Premier Support ends? Question à revoir
(1) Points
3 years (*)
8 Years
1 Year
5 years
No limit

rmation.
MVSP Overview
140. how many MVSP components? Question à revoir

(1) Points
2 (*)
Correct
141. Which of the following statements reflect the value proposition to our
Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)?
Question à revoir
(1) Points
Increases the time to implementation for multi-vendor solutions.
Increases the risk and costs associated with owning multi-vendor solutio
ns.
Strives to prevent the frustration of finger-pointing between vendors and
improves overall satisfaction. (*)
Improves response by having all parties involved in the collaboration. (

*)
Provides enhanced support value for multi-vendor implementations. (*)
Incorrect. Refer to the Multi-Vendor Support Program Overview t

raining for more information.
142. 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. Questio
n à revoir
(1) Points
Vrai
Faux (*)
Incorrect. Refer to the Multi-Vendor Support Program Overview t

raining for more information.
143. Which of the following statements regarding enrollment

in the Multi-Vendor Support Program (MVSP) is NOT true? Question à revoir
(1) Points
The MVSP is offered as a value-added benefit at no additional costs to O

racle Partners as part of their OPN membership.
Useful MVSP enrollment information can be found on the OPN portal under
Support > Learn About Support Offerings and Benefits.
A Partner should enroll in the MVSP proactively if they provide support

services to mutual customers.
A partner should wait to enroll in the MVSP until they encounter a multi
-vendor support issue from a mutual customer. (*)
Enrollment in the MVSP is easy by selecting the "Join Now" link from the
MVSP portal page on OPN.
Question à revoir
(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
150. To request Severity 1 Support what should you have in p

lace? Question à revoir
(1) Points
Ability to provide remote access via OCS
Oracle Consultant onsite
SR Escalation
24x7 availability to work with Support (*)
Correct
151.
51. What
What is Orac
Oracl
le's
e's on-l
on-lin
ine
e Supp
Suppor
ort
t Serv
Servic
ice?
e? Quest
uestio
ion
n à rev
revoir
oir
(1) Points
My Oracle Support (*)
Service Request
Premier
OPN
Incorrect, refer to the Oracle Support Basics training for more

information
152.
152. When
When should
should a SR severi
severity
ty be change
changed?
d? Questi
Question
on à revoir
revoir
(1) Points
As soon as the SR is opened
When escalating a SR
When the impact on the business changes (*)
Never

information
153.
153. How do you report
report a bug to Oracle
Oracle Develo
Developme
pment
nt Questi
Questio
o
n à revoir
(1) Points
Contact Oracle Support and they will give you a number for Development
Contact Oracle Support and they will raise a bug with Development if app
ropriate (*)
Contact Development via Oracle Partner Manager
Contact Development direct
Correct
My Oracle Support
154. Oracle recommends that customers install CPU Patches im

mediately Question à revoir
(1) Points
Vrai (*)
Faux
Corrrect
155.
155. In what
what ways
ways can you custom
customize
ize your
your dashbo
dashboard
ard Questi
Questio
o
n à revoir
(1) Points
Minimize and maximize regions
Drag and drop regions
Sort attributes ascending or descending
None of the above (*)
All of the above
Incorrect. Refer to the My Oracle Support training for more inf

ormation.
156.
156. How many
many filter
filters
s can you add using
using PowerV
PowerView
iew Questi
Question
on à revoir
revoir
(1) Points
None
10
As many as you need (*)
Corrrect
157. The following filters are available in PowerView

Question à revoir
(1) Points
Host Name, Lifecycle, Platform and Product (*)

SR Owner, SR Creation Date, SR Closure Date
Support Identifier, System Description, System Name (*)
Custom System Properties (*)
None of the Above
Incorrect. Refer to the Using PowerView in My Oracle Support tr

aining for more information
My Oracle Support Community

158. This business tool - My Oracle Support Community gives

you:- Question à revoir
(1) Points
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
159. This tab in My Oracle Support community is a way for yo

u to organize and easily find community content. Question à revoir
(1) Points
People finder tab

Profile tab
Tags tab (*)
Discussions and Documents tab
Private Messages tab
Incorrect. Refer to the My Oracle Support Community training fo

r more information.
160. Participation in My Oracle Community has some guideline

s. Oracle's Support Community is not for: Question à revoir
(1) Points
Sharing offensive or inappropriate material. (*)
Sharing offensive or inappropriate material. (*)
Interacting with other members of the Oracle Support community.
Sharing your ideas about Oracle and our products.
Disparaging Oracle, its products, employees, customers, partners or anyon

e else. (*)

r more information.
161. The 4Cs that describe the benefits and why participate in My Oracle Sup
port Community are: Question à revoir
(1) Points
Connect, Collaborate, Communicate, and Create
Connect, Collaborate, Communicate, and Combine
Connect, Collaborate, Communicate, and Configure
Connect, Collaborate, Communicate, and Consume. (*)

Connect, Collaborate, Communicate, and Call..

r more information.
162. 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. Question à revoir
(1) Points
Threads
Categories (*)
Messages
Discussions
Community

r more information.
163. To enter the My Oracle Support Community area you will

need to: Login to My Oracle Support Navigate to the Community Tab and click on t
he Enter My Oracle Support Community  button Question à revoir
(1) Points
Vrai
Faux (*)

r more information.
Oracle Collaborative Support Program

164. Oracle Collaborative Support uses industry standard Sec

ure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted dat
46.6 lb/21.1 kg fully populated
70 lbs/31.8 kg fully populated (*)

more information.

he unit. Per your resources, what is the rack unit capacity of this server?
Question à revoir
(1) Points
4U rack server
2U rack server (*)
1U rack server
8U rack server
Correct
6. A customer calls into the call center with a question. The customer wan
ts to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270
M3) rackmount server, but has misplaced the documentation. The customer's immedi
ate needs are the dimensions, weight and power requirements of the unit. Select
the action plan that lists the steps taken to solve the customer's problem.
Question à revoir
(1) Points
Passed the customer issue to the back-line engineers.
Provided the information to the customer from the getting started guide
for this server.
Provided the customer with the link to the server s System Handbook and gu
ided the customer to where the dimensions, weight and power requirements of this
server could be found. (*)
Directed the customer to the Oracle Documentation website.

Correct

type of DIMMs does this server support? Question à revoir
(1) Points
DDR2
DDR1
FBDIMM
DDR3 (*)

more information.
ive fan module number 4 on her server. Which action plan lists the steps taken t
o solve the customer's problem? Question à revoir
(1) Points
Verified that the customer has no support contract but we have done free
parts replacement for this customer in the past so we dispatched field person w
ith a FRU to replace the part.
Dispatched field person with a FRU to replace the part.
Explained to the customer that the part is a CRU and will be dispatched
to them as parts-only for the customer to replace (*)
Dispatched TSC person with a CRU to replace the part.
Correct

and needs some assistance on how perform the upgrade. What is the most effective
location to find information related to this problem? Question à revoir
(1) Points
http://ilearning.oracle.com
https://support.us.oracle.com/handbook_internal/index.html (*)
http://www.oracle.com
http://www.oracle.com/technetwork/indexes/downloads/index.html
Correct

and needs some assistance on how perform the upgrade. Which question needs to be
answered before the customer orders DIMMs for the upgrade? Question à revoir
(1) Points
Where is the system located?
Does the system have a memory problem?
What is the current memory configuration? (*)
Does the customer have DIMMs available to upgrade the system?
Correct
11. A customer calls into the call center and says she has experienced a fa
n failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting o
n-site service to provide warranty service to replace the defective fan module n
umber 4 on her server. Which problem statement characterizes the customer's prob
lem? Question à revoir
(1) Points
Customer is reporting server cooling problems and is requesting on-site

support for replacement
Customer is requesting on-site support for a server cooling problem
Customer is reporting fan module failure
Customer is reporting fan module number 4 failure and is requesting on-s

Doc ID 1397124.1 (ALERT)
Doc ID 1019279.1 (FAB)
Correct
22. A customer called the service center indicating that th

e Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa
ulty DIMM (Hint: The customer recently upgraded the memory on this server). Whic
h acti
action
on pla
plan
n list
lists
s the
the step
steps
s take
taken
n to sol
solve
ve the
the cus
custo
tome
mer'
r's
s prob
proble
lem?
m? Ques
Questi
tio
o
n à revoir
(1) Points
Scheduled maintenance time with the customer to replace faulty DIMMs cal
led out by PcCheck.
Performed a workaround specified in CR 6603341as a temporary fix then sc

heduled maintenance time with the customer to upgrade SP, BIOS and Pc Check soft
ware. (*)
Ordered a new DIMMs for the customer.
Provided the customer with the document to use that lists the steps to s
olve the problem.
Correct
23. A customer called the service center and is complaining

that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are
intermittently shutting down. If you know this problem has occurred before, whi
ch type of document may provide information to resolve the customer's problem (s
elect 2)? Question à revoir
(1) Points
Field Action Bulletins (FAB) (*)
Service manual
Alerts (*)
Administrative Guide
Installation Guide
Correct
24. A customer calls into the service center and reports th

at his Sun Fire X4200 Server cannot access the LSI Configuration utility when CN
TRL-C is applied while booting the server Can the BIOS and LSI firmware be updat
ed if you use the latest ILOM software package (True or
or False)? Question à revoir
revoir
(1) Points
Vrai (*)
Faux
Correct

TRL-C is applied while booting the server. Which problem statement characterizes
th
t he customer's problem? Question à revoir
(1) Points
Customer needs has a hardware problem interfering with access to the LSI
utility (*)
Customer cannot access the LSI Configuration utility
Customers server cannot boot.
Customer cannot access BIOS
Correct
26. A customer called the service center indicating that the Pc Check diagn
ostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint:
The customer recently upgraded the memory on this server). Possible impacts inc
lude replacement of the wrong DIMMs when PcCheck is used to diagnose a memory pr
oble
oblem(
m(Tr
True
ue or Fals
False)
e)?
? Ques
Questi
tion
on à revo
revoir
ir
(1) Points
Vrai (*)
Faux
Correct

intermittently shutting down. Which problem statement characterizes the custome
r's pr
problem? Question à revoir
(1) Points
Customer is reporting an intermittent AC power problem
Customer called to get a replacement Sun Blade X6250 server blade becaus
e it is intermittently shutting down
Customer is reporting that his Sun Blade X6250 server blades on his Sun
Blade 6000 Modular System are intermittently shutting down. (*)
Customer is reporting that his Sun Blade 6000 Modular System is intermit
tently shutting down.
Correct
28. If a customer has a failure of a Sun Server X3-2L (Sun

Fire X4270 Server M3 ) power supply, what link within the system handbook can yo
u refer
referenc
encee to find
find a part
part numb
number
er for
for a repl
replace
acemen
ment
t ? Questi
Question
on à revo
revoir
ir
(1) Points
Problem Resolution
Hardware Specifications
Full Components List (*)
Field Action Bulletins (FABs)
Correct
29. Which document would you use to find the rack mount pro
cedu
cedure
re of the
the Sun
Sun Serv
Server
er X3-2
X3-2L
L (Su
(Sun
n Fir
Fire
e X42
X4270
70 Serv
Server
er M3)?
M3)? Ques
Questi
tion
on à rev
revoi
oir
r
(1) Points
OS Installation Guide
Service Manual
Getting Started Guide
Installation Guide (*)
Correct

h component is called out by the document as one of the root causes of the probl
em? Question à revoir
(1) Points
SP and BIOS firmware
OS software
SP and ILOM firmware
Older PC Check versions (*)
Correct
31. Which document would you use to find the memory population rules of the
Sun Blade X6275 Server Module? Question à revoir
(1) Points
Sun Blade X6275 Server Module OS Installation Guide
Sun Blade X6275 Server Module Service Manual (*)
Sun Blade X6275 Server Module Product Notes
Sun Blade X6275 Server Module Installation Guide
Correct
32. Which of the following cannot be found within an Instal
lation Guide? Question à revoir
(1) Points
Product installation procedures
Product specifications
All of the above
Product replacement procedures (*)
Correct

TRL-C is applied while booting the server. Which document may relate to the cust
omer's issue? Question à revoir
(1) Points
Doc ID 1000873.1 (FAB)
Doc ID 1000817.1 (FAB) (*)
Doc ID 1017415.1 (FAB)
Doc ID 1001307.1 (FAB)
Correct

h document may relate to the customer's issue? Question à revoir
(1) Points
Doc ID 1000523.1 (FAB) (*)
Doc ID 1001128.1 (FAB)
Doc ID 1001342.1 (FAB)

Doc ID 1369835.1 (Alert)
Correct

h problem statement characterizes the customer's problem? Question à revoir
(1) Points
Customer is having memory problems..
Customers PcCheck does not recognize a faulty DIMM. (*)
Customers ILOM firmware needs to be upgraded.
Customer BIOS firmware needs to be upgraded.
Correct
36. A customer called the service center and is complaining that his Sun Bl
ade X6250 server blades on his Sun Blade 6000 Modular System are intermittently
shutting down. Which component is called out by the document as the source of th
e problem? Question à revoir
(1) Points
Fans
Chassis slot
Power supplies (*)
Server blade
Correct

intermittently shutting down. Select the action plan that lists the steps taken
to solve the customer's problem. Question à revoir
(1) Points
. Which verifies the location of the failed power supply? Question à revoir
(1) Points
All power supply LEDs are off
By executing the ILOM flash command to turn on the Service Required LED
The power supply green OK LED is flashing
The power supply amber Service Required LED is lit (*)
Correct

IPMI. The customer uses IPMI to monitor the state of his servers at her site an
d wants to know if her new X4270 server supports IPMI, if there is any Sun docum
entation that covers IPMI and where she can get software to access IPMI's user i
nterface from her new server's OS. All of document contains IPMI information, ex
cept for? Question à revoir
(1) Points
Installation Manual
ILOM manuals
Service Manual
OS Installation guides (*)


nds he needs to perform. Which list of commands does the customer use to configu
re and activate the management network port using a static IP address? Questio
n à revoir
(1) Points

ingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static
ingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set commitpending=tru
e (*)

ingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=tru
e

ingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set commitpending=true
Correct
59. Which Flash Module removal step is critical to avoid da

maging it data? Question à revoir
(1) Points
Push the fault remind button to light its green power LED.
Do not remove the Flash Module while its green power LED is on. (*)
Disconnect the ESM power cable before removing the Flash Module.
After its removal, place the Flash Module on an anti-static mat for 20 s
econds.
Correct
60. A customer called the service center and reported an OS

error message that indicates that power supply 0 of their X4240 server has fail
ed and is offline. The X4240 is still running but the customer wants to replace
the power supply without disturbing the server's operation, to re-establish the
power redundancy. Assume from the results of your review, the power supply hot s
wap shows no issues. What are you going to recommend to the customer? Questio
n à revoir
(1) Points
Wait for a maintenance period to perform the hot swap of the failed powe
r supply. (*)
Wait for a maintenance period to perform the cold swap of the failed pow
er supply.
Perform a cold swap of the power supply at your earliest convenience.

Have a Sun service personnel perform the hot swap of the power supply.

61. A customer called the service center with a question on IPMI. The custo
mer uses IPMI to monitor the state of the servers at their site and wants to kno
w if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Ora
cle documentation that covers IPMI, and where they can get software to access IP
MI's user interface from their new server's OS. What is the latest version of IP
MI that is supported on the X4270 M3 server? Question à revoir
(1) Points
2.5
1.5
2 (*)
Correct

are to access IPMI's user interface from their new server's OS. Where can the cu
stomer download the IPMItool that has the latest Oracle compatible updates?
Question à revoir
(1) Points
http://www.ipmi.com
http://www.ipmitool.sourceforge.net
http://www.oracle.com/technetwork/indexes/downloads/index.html (*)
http://www.sunsolve.central.sun.com
Correct
stomer's problem. Question à revoir
(1) Points
Emailed the customer the documentation link (http://www.oracle.com/techn

etwork/indexes/documentation/index.html ) to the diagnostics guide.
Told the customer that the diagnostics manual should list what diagnosti
cs to use. Also told the customer that the Oracle VTS tests would be a good star
t. (*)
Collected the customer's information, recorded it, and passed the call t
o the backline engineers.
Suggested to the customer that he run spdiags to test the X2270 disks.
Correct
75. A customer calls the service center with a fan failure

message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The custome
r wants to know what she should do at this point because the system is up and ru
nning. Which fan module and fan board does this sensor belong to? Questio
n à revoir
(1) Points
fan module 2 and fan board 1 (*)
fan module 0 and fan board 0
Correct
76. A customer calls the service center with a fan failure message that inv
olves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know
what she should do at this point because the system is up and running. Which doc
ument contains this sensor information that maps it to the physical fan module a
nd fan board? Question à revoir
(1) Points
Sun Fire X4140, X4240, and X4440 Servers Programming Guide
Sun Fire X4140, X4240, and X4440 Servers Installation Manual

Sun Fire X4140, X4240, and X4440 Servers Diagnostics Guide (*)
Sun Fire X4140, X4240, and X4440 Servers Service Manual

77. BIOS is hosted by ILOM. Question à revoir

(1) Points
Vrai
Faux (*)
Correct
78. A customer called the service center with a critical pr

oblem. He has an X4250 server that has been crashing intermittently after an Ora
cle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle t
o reverse the upgrade. Which, if any, of the documents listed related to this is
sue? Question à revoir
(1) Points
None of these documents (*)
Doc ID 1021983.1
Doc ID 1020990.1
Doc ID 1020437.1
Correct
79. A customer called the support center with a supposed di

sk problem. He wants to know which diagnostics are available to test a disk on a
X2270 server. Which diagnostic tests the Sun Fire X2270 SP hardware just prior
to the SP boot? Question à revoir
(1) Points
POST
Pc-Check
U-Boot (*)
SunVTS
Correct

are to access IPMI's user interface from their new server's OS. Select the probl
em statement that characterizes the customer's problem. Question à revoir
(1) Points
Customer needs to know if IPMI is supported on the X4270 M3 and where th

ey can find Oracle documentation on IPMI. (*)
Customer needs to know if IPMI is supported on the X4270 M3 and how to c

onfigure IPMI on the X4270 M3 server.
Customer needs to know if IPMI is supported on the X4270 M3 and informat

ion on how to monitor the X4270 M3 using IPMI.
Customer needs to know if IPMI is supported on the X4270 M3 and the webs
ite to download the IPMItool.
Correct
81. Which of serial management port parameters is NOT a factory default on
the X2270 and X2270 M2 servers? Question à revoir
(1) Points
8 data bits
9600 baud
even parity (*)
1 stop bit
Correct
82. To enable Service Mode you need to perform all but one
of these steps on the X2270 and X2270 M2 servers? Question à revoir
(1) Points
Set the session mode to service
Generate the service password from a designated website
Call Oracle service for the sunservice password (*)
Gather the product serial number and ILOM version
Correct
83. Which of the following components CAN be hot swapped on

(1) Points
power supply
HDD (*)
fan module
DIMM
Correct
84. How many disk slots are available on the front of the X
(1) Points
4 (*)
1
Correct
85. To enable the sunservice account you need to set the se

ssion parameter to on the X2270 and X2270 M2 servers? Question à revoir
(1) Points
on
enabled
escalation (*)
service
Correct
86. How many DIMMs need to be replaced when a single DIMM fails on the X227
0 M2 server? Question à revoir
(1) Points
2 (*)
Correct
87. To replace an FMOD, on the X2270 M2 server, the state o

f the ESM power LED must be? Question à revoir
(1) Points
ON
does not matter
Flashing
OFF (*)
Correct
88. Which disk types are supported by the X2270 and X2270 M
2 servers? Question à revoir
(1) Points
SAS
SATA (*)
SAS and SATA
none
Incorrect. Refer to the Sun Fire Nehalem and Westmere Server Tr

ouble Shooting training for more information.
89. Which diagnostics is used to test the server's host Int

el chips on the X2270 and X2270 M2 servers? Question à revoir
(1) Points
spdiags
hostdiags (*)
Uboot tests
Pc-Check
Correct
90. Which state of the Power/OK LED indicates that the OS h

as booted successfully on the X2270 and X2270 M2 servers? Question à revoir
(1) Points
SLOW BLINK
OFF
STEADY ON (*)
set SESSION mode = escalation (*)
set SESSION mode = enable
Correct
114. Which ILOM screen displays a list of sensor values on t

he X4270 and X4270 M2 servers? Question à revoir
(1) Points
fault management
inventory
indicators
sensor readings (*)
Correct
115. What is the maximum memory supported by the X4270 M2 se

rvers assuming you use 8-GByte DIMMs? Question à revoir
(1) Points
96 GBytes
144 GBytes (*)
128 GBytes
64 GBytes
Correct
116. How many disk slots are available on the front of the X4275 and X4275 M
2 servers? Question à revoir
(1) Points
12 (*)
4
16
Incorrect. Refer to the Sun Fire Nehalem and Westmere Server Tr

ouble Shooting training for more information.
117. Which ILOM account extended role allows the user to cha
nge all the configuration variable states on the X4275 and X4275 M2 servers?
Question à revoir
(1) Points
admin (*)
console
user management
reset and host control
Correct
118. Which of the following components CAN be hot swapped on

(1) Points
fan board
power supply (*)
FMOD
system battery
Correct
119. How many CPU sockets are supported by the X4275 and X42
75 M2 servers? Question à revoir
(1) Points
2 (*)
Correct
120. To enable the Sunservice account you need to perform th

e following ILOM command on the X4275 and X4275 M2 servers? Question à revoir
(1) Points
set SUNSERVICE mode =enable
set SESSION mode = escalation (*)
set SUNSERVICE mode = escalation
set SESSION mode = enable
Correct
121. Which Windows command displays the network configuration off of the X42
(1) Points
prtdiag
ifconfig
prtconf
ipconfig (*)
Correct
122. Which BIOS screen allows you to set its security passwo
rd on the X4275 and X4275 M2 servers? Question à revoir
(1) Points
143. Under MVSP model, customer call a vendor for a problem.
While the support analyst decides involvement from another vendor, he will log
SR to
to anot
anothe
her
r vend
vendor
or,
, then
then cus
custo
tome
mer
r foll
follow
ow the
the SR
SR to ano
anoth
ther
er ven
vendo
dor.
r. Ques
Questi
tio
o
n à revoir
(1) Points
Vrai
Faux (*)
Correct
144. Which of the following statements regarding our value p

roposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT tr
ue? Question à revoir
(1) Points
Reduces costs by not having to create and maintain traditional cooperati

ve support agreements.
Enables practices that align with many industry support certifications.
Reduces training commitment by not having to pursue in-depth training on

Oracle products you do not support.
Provides a consistent, collaborative support process by which to engage

with Oracle Support.
Provides a consistent support process for all of a Partner's support nee

ds, regardless of a Mutual Customer's involvement. (*)
Correct
Oracle Support Basics

145. Which tool allows Oracle to connect to a customer's sys

tem and view information? Question à revoir
(1) Points
SR (Service Request)
MCP
OCS (Oracle Collaborative Support) (*)
RDA (Remote Diagnostic Agent)
Correct
146. Which of the following is not the responsibility of a Support Engineer?
Question à revoir
(1) Points
Respond to new incoming SRs
Contribute to the knowledge base content
Educate customers on how to use the products (*)
Provide resolutions or workarounds

information
147. True or False? Escalating an SR and raising the severit

y of a SR
SR have
have exactl
exactly
y the same
same impact
impact Questi
Question
on à revoi
revoir
r
(1) Points
Vrai
Faux (*)
Correct
148. To request Severity 1 Support what should you have in p

lace? Question à revoir
(1) Points
Ability to provide remote access via OCS
24x7 availability to work with Support (*)
SR Escalation
Oracle Consultant onsite
Correct
149. What does escalating a SR mean? Question à revoir
(1) Points
Bringing Support management attention to the problem (*)
Arranging on-site assistance
Referring to your Oracle Account Manager
Increasing the severity
Correct
150.
150. When
When should
should a SR severi
severity
ty be change
changed?
d? Questi
Question
on à revoir
revoir
(1) Points
As soon as the SR is opened
When the impact on the business changes (*)
When escalating a SR
Never
Correct
151. Which of the following is not a benefit of the Oracle Diagnostic Tools?
Question à revoir
(1) Points
Application customers can run proactive tests
Customer can log an SR and leave all action with Oracle until resolved (
*)
Reduces SR ping-pong
Captures customer configuration information
Correct
152. Who retains ownership of the SR? Question à revoir
(1) Points
Starts with Partner and then moves back and forth
Oracle retains ownership throughout
Starts with Oracle and then moves back and forth
Shared ownership throughout (*)
Correct
153. True or False? The most effective way to escalate an SR

is to contact your Oracle Partner Manager Question à revoir
(1) Points
Vrai
Faux (*)
Correct
My Oracle Support
154. Oracle recommends that customers install CPU Patches im

mediately Question à revoir
(1) Points
Vrai (*)
Faux
Corrrect
155. My Oracle Support Global Search searches Questio

n à revoir
(1) Points
Both the Document Body and the Attachment texts (*)
The Document Body text only and not the Attachment text
The Attachment text only and not the Document Body text
Corrrect
156. When creating a new Service Request, you can autofill your request usin
g Question à revoir
(1) Points
System Configuration (*)
Existing Service Request (*)
Project Information
Default SR Profile
Service Request Profile (*)
Incorrect. Refer to the Service Request Management training for

more information
157. Patch Plan shows the planned releases of patches for th

e different Oracle Product Lines Question à revoir
(1) Points
Vrai
Faux (*)
Incorrect. Refer to the Patches and Updates on My Oracle Suppor

t training for more information
My Oracle Support Community

158. This business tool - My Oracle Support Community gives

you:- Question à revoir
(1) Points
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
159. Collaborative Support is the ability to rapidly resolve

service incidents in customer environments through a collaborative resolution m
odel (commonly known as a Community). Question à revoir
(1) Points
Vrai (*)
Faux
Correct
160. What is my Oracle Support Community? Question à revoir
(1) Points
It is a script that reduces time resolution by collecting in a single st

e complete, accurate system details across the Oracle technology stack.
It is Oracle s multi-channel platform for online collaborative support (*)
Its a micro-community within Oracle s existing community which includes Ora

cles Technology Network(OTN) ,Oracle Wiki s, Oracle Blogs, Oracle Mix, and a variet
y of Oracle product related User Groups (*)
It is a support capability that automates the exchange of configuration

information between Oracle Support and our customers
It is a multi-channel for sharing information about Oracle products, ser

vices, and related technologies (*)
Correct
161. This tab in My Oracle Support community allows you to search or browse
for other members of the community Question à revoir
(1) Points
Tags tab
People finder tab (*)
Discussions and Documents tab
Private Messages tab
Profile tab
Correct
162. In the Rewards and Recognition Program of the My Oracle

Support Community, the User Reputation Model calculates points based on member
participation, document contribution, as well as customer and partner feedback.
Question à revoir
(1) Points
None of the above
Correct

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Sun x86 Server Support Consultant Certification Help Desk Assessmen

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Sun x86 Server Support Consultant Certification 

Help Desk Assessment

WZD-SSX64-301: X64 Server System Overview

1. A customer calls into the call center to ask a question

Provided customer with system password

Dispatched field engineer to assist customer in configuring system

2. A customer calls into the call center with a memory upg

Customer is requesting how to upgrade his memory

Customer doesn't know what density of memory to order

Customer is asking what type of memory is in his server

3. A customer calls into the call center with a question.

Passed the customer issue to the back-line engineers.

Directed the customer to the Oracle Documentation website.

Incorrect. Refer to the X64 Server System Overview training for

4. A customer calls into the call center with a memory upg

Took customer's order for memory upgrade

Provided customer with memory option number 7100790. (*)

Sent memory upgrade to customer

Dispatched field engineer to upgrade customer memory

Incorrect. Refer to the X64 Server System Overview training for

5. A customer calls into the call center with a question.

100 to 127 / 200 to 240 VAC (*)

Incorrect. Refer to the X64 Server System Overview training for

Where is the system located?

What is the current memory configuration? (*)

Does the customer have DIMMs available to upgrade the system?

Does the system have a memory problem?

7. A customer calls into the call center to ask a question

Network Management port

Serial Management port (*)

8. A customer calls into the call center with a memory upg

Incorrect. Refer to the X64 Server System Overview training for

Customer is reporting server cooling problems and is requesting on-site

Customer is reporting fan module number 4 failure and is requesting on-s

Customer is requesting on-site support for a server cooling problem

Customer is reporting fan module failure

Incorrect. Refer to the X64 Server System Overview training for

Dispatched field person with a FRU to replace the part.

Dispatched TSC person with a CRU to replace the part.

Incorrect. Refer to the X64 Server System Overview training for

12. Which x86 server uses AMD-based CPUs? Question à revoir

Sun Fire X4250 server

Sun Fire X4150 server

Sun Fire X2270 server

13. A customer calls into the call center with a question.

(Choisir toutes les réponses correctes)

Site Planning Guide (*)

Operating System Installation Guide

Sun System Handbook (*)

Incorrect. Refer to the X64 Server System Overview training for

14. A customer calls into the call center to ask a question

(Choisir toutes les réponses correctes)

ILOM Guide (*)

Installation Guide (*)

15. Which rackmount server supports a service processor on

Sun Fire X4450

Sun Fire X2250

Sun Fire X2270 (*)

Sun Blade X6275

Sun Fire X4240

Customer did not have the installation documentation to be able to find

Customer needs a server installed

Customer needs installation documentation to look up the specifications