Exalytics 35 Qs

1. Which of the following descriptions best defines ESD?
Mark for Review

(1) Points
The ability of a part to withstand a static charge without failure.
The failure of an item that would result in failure of the system.
Damage to system components due to the use of an incorrect power supply
The sudden transfer, or discharge, of electricity from one object to another.

(*)
[Correct] Correct
2. Standing up can generate up to 1,400 volts. Mark for Review

(1) Points
True (*)
False
[Incorrect] Incorrect. Refer to the ESD Prevention training for more

information.
3. Which of the following is NOT one of the rules for preventing ESD
damage? Mark for Review
(1) Points
Handle electronic components only when you are properly grounded
Store and transport ESD-sensitive items in static-shielding containers
Keep items away from electronic components
Make sure your grounding straps are not in contact with your skin. (*)

information.
Oracle's Lifetime Support Policy
(Answer all questions in this section)
4. Certifications of New Oracle Products are covered under which

level(s) of support? Mark for Review
(1) Points
Premier Support
Extended Support
Sustaining Support
Premier & Extended Support (*)
None of the Above
[Correct] Corrrect
5. While in Sustaining Support, the pricing is equal to pricing as

if in Premier Support Mark for Review
(1) Points
True (*)
False
[Incorrect] Incorrect. Refer to the Lifetime Support training for more

information.
6. Premier Support Extends for how many years after a product's release? Mark
for Review
(1) Points
1 Year
No limit
10 years
8 Years
5 years (*)

information.
7. Extended Support is provided for an how many additional years

after Premier Support ends? Mark for Review
(1) Points
3 years (*)
8 Years
1 Year
5 years
No limit
[Correct] Corrrect
Oracle Support Basics

8. Which of the following is not normally provided via My Oracle

Support Mark for Review
(1) Points
Diagnostic Tests
Access to SR logging
Certification information
Certified Advantage Partner Criteria (*)
[Incorrect] Incorrect, refer to the Oracle Support Basics training for

more information
9. Which is a valid name of a diagnostic tool for Oracle Server?

Mark for Review
(1) Points
RDA (Remote Diagnostic Agent) (*)
Configuration Manager
SR (Service Request)
OWC (Oracle Webconference)
[Correct] Correct
10. Who controls My Oracle Support access for your CSI? Mark for
Review
(1) Points
Oracle Support Engineer
Customer Users Administrator for your CSI (*)
Your Oracle Partner Manager
Oracle Sales team

more information
11. True or False? Escalating an SR and raising the severity of a SR have exactly
the same impact Mark for Review
(1) Points
True
False (*)
[Correct] Correct
12. Which of the following would not be a valid reason to escalate

the SR? Mark for Review
(1) Points
Dissatisfied with response
SR was raised at wrong severity (*)
Encountered critical roadblock
Project deadline is within 10 days

more information
13. Where can you find up-to-date information about support tools and
processes? Mark for Review
(1) Points
(Choose all correct answers)
CSI Number
My Oracle Support (*)
My Configs and Projects
OPN (*)

more information
14. Which of the following is not the responsibility of a Support

Engineer? Mark for Review
(1) Points
Contribute to the knowledge base content
Educate customers on how to use the products (*)
Respond to new incoming SRs
Provide resolutions or workarounds

more information
15. When can you log a SR via My Oracle Support? Mark for Review
(1) Points
Monday to Friday, 9am to 5.30 pm
Every Day, 9am to 5.30 pm
24x7 (*)
It depends on the level of your Support service
[Correct] Correct
16. What is Oracle's on-line Support Service? Mark for Review

(1) Points
Service Request
Premier
OPN
[Correct] Correct
17. How long will a Oracle Collaborative Support session last? Mark
for Review
(1) Points
Will take 20 minutes butmaybe dependent on the engineer who is doing the OCS.
(*)
Unlimited
Up to 5 minutes
Up to 1 hour

more information
18. What can you expect following an escalation request? Mark for
Review
(1) Points
Oracle Consultant onsite within 24 hours
Oracle Support manager telephones you to discuss your problem and agree to an
action plan (*)
24x7 working until problem resolved
Support Engineer passes SR to another engineer
[Correct] Correct
19. If you wish to escalate further up the Oracle Management chain

what must you have in place? Mark for Review
(1) Points
OCS session arranged
Authorisation from your Oracle Account Manager
Escalation contacts further up your internal organisation (*)
An additional business case
[Correct] Correct
20. Which 3 of the following will help reduce SR ping-pong? (i.e.

Oracle batting questions straight back) Mark for Review
(1) Points

Give details of any recent changes in your environment (*)
Run diagnostics and upload results when SR is raised (*)
Raise SR via phone rather than My Oracle Support
Fully complete all questions in the SR logging template (*)
[Correct] Correct
21. What are the benefits participating in the My Oracle Support Community?
Mark for Review
(1) Points
You can consume the available information, increasing your expertise through
document search and discussion reviews . (*)
You can connect with industry experts, your peers, and Oracle giving you the
ability to expand your network. (*)
You can collaborate and share information within your network. (*)
You can communicate using the discussion forums . (*)
You can stay ahead of the information curve by hearing what�s going on in the
industry, attend events, as well as advisor webcasts. (*)
[Incorrect] Incorrect. Refer to the My Oracle Support Community

training for more information.
22. The main idea behind the My Oracle Support Community is to

connect people and to develop information. Oracle does this by using tools such as
discussion forums, document exchange, tagging, searching, and messaging. Mark
for Review
(1) Points
True (*)
False
[Correct] Correct
23. This is the region where the message from an Oracle Executive is
often highlighted. Mark for Review
(1) Points
The Recent content region
The Tags region
The News and Announements region
The Spotlight region (*)
The Getting started region

24. This tab in the My Oracle Support community is where your contact
information including an alias can be defined and updated. Mark for Review
(1) Points
Profile tab (*)
Tags tab
People finder tab
Private Messages tab
Discussions tab
[Correct] Correct
25. The Main Community Home page or tab is comprised of a number of

regions including My Communities, Rank, Tags, Top Participants, Community
Spotlight, recent content, getting started, news and announcements, and events
Mark for Review
(1) Points
True (*)
False

26. Collaborative Support is the ability to rapidly resolve service incidents in

customer environments through a collaborative resolution model (commonly known as a
Community). Mark for Review
(1) Points
True (*)
False
[Correct] Correct
27. This tab in My Oracle Support community is a way for you to

organize and easily find community content. Mark for Review
(1) Points
People finder tab
Tags tab (*)
Profile tab
Discussions and Documents tab

28. This is the region where the Community Members can follow as
their rank grows through their continued community participation. Mark for
Review
(1) Points
The Tags region

The Rank region (*)

29. This tab in My Oracle Support community shows recently created

communities content. Mark for Review
(1) Points
Tags tab
People finder tab
Profile tab
Discussions and Documents tab (*)

Oracle Collaborative Support Program

30. Oracle Collaborative Support is accessed via which of the

following: Mark for Review
(1) Points
Oracle.com
OPN
Google Tools
None of the Above
[Correct] Correct
31. To join a web conference , while , the Conference ID is the same as the SR# ,
the Conference Key is your Mark for Review
(1) Points
Partner ID
Email Address
CSI ( Customer Support Identifier) (*)
First name of the Employee joining OWC
None of the above
[Incorrect] Incorrect. Refer to the Collaborative Support Program

Overview training for more information.
32. Your system must meet the following requirements to be able to

run Oracle Web Conferencing Mark for Review
(1) Points
Pop-up blocking must be disabled in your browser (*)
1024 x 768 screen resolution (*)
Microsoft Virtual Machine (VM) or Sun JRE (*)
Internet Explorer 5.5 or later (*)
Windows 98 or later (*)

[Correct] Correct
33. Oracle Collaborative Support uses industry standard Secure Socket

Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely.
Mark for Review
(1) Points
True (*)
False
[Correct] Correct
How to Escalate a Service Request within Oracle Support

34. The most effective way to escalate a SR is to Mark for Review

(1) Points
Via your Oracle Account Manager
Update the SR with escalation request via My Oracle Support
Call into the Support Hotline number
Update SR in My Oracle Support and then call into Support (*)
[Correct] Correct

(1) Points

[Incorrect] Incorrect. Refer to the How to Escalate a Service Request
within Oracle Support training for more information.
1. Low humidity environments reduce the voltage generated from friction and
moving, Mark for Review
(1) Points
True
False (*)

information.
2. Why are ESD "soft failures" the most serious type of failures?
Mark for Review
(1) Points
They represent 40% of all failures
They represent 60% of failures
The damage is immediate and easily detected
The damage is not immediately noticed or detected (*)
[Correct] Correct
3. The leading cause of semiconductor failure is due to? Mark

for Review
(1) Points
Electrostatic discharge (*)
Incorrect power supply used with the system
Damage during shipments
The increased use of 45nm technology in manufacturing semiconductors

[Correct] Correct

4. Lifetime Support supports you at Every Stage of the Applications

Life Cycle Mark for Review
(1) Points
True (*)
False
[Correct] Corrrect

(1) Points
Premier Support
Extended Support
Sustaining Support
None of the Above
[Correct] Corrrect
6. Premier Support Extends for how many years after a product's release? Mark
for Review
(1) Points
No limit
10 years
8 Years
5 years (*)
1 Year
[Correct] Corrrect

(1) Points
8 Years
1 Year
5 years
3 years (*)
No limit
[Correct] Corrrect

8. True or False? Escalating an SR and raising the severity of a SR

have exactly the same impact Mark for Review
(1) Points
True
False (*)
[Correct] Correct
9. Who retains ownership of the SR? Mark for Review

(1) Points
Starts with Partner and then moves back and forth

Starts with Oracle and then moves back and forth
Shared ownership throughout (*)
Oracle retains ownership throughout

more information
10. When an SR is raised, what should you check? Mark for Review
(1) Points
The SR has been immediately escalated
An OCS session has been immediately arranged
The Support Manager has been alerted
The SR raised at a severity that correctly reflects the business impact (*)
[Correct] Correct
11. Which of the following does not apply to Oracle Collaborative Support?
Mark for Review
(1) Points
Used by Support Engineers for problem verification
Used by Support Engineers for real time viewing of error messages and log and
trace files
Used by Support Engineers to demonstrate functionality (*)
Accessed via My Oracle Support

more information
12. True or False? The first level of escalation will bring Support
Management attention to your SR Mark for Review
(1) Points
True (*)
False
[Correct] Correct
13. When a problem in an SR is putting a project milestone at risk

when would be the most effective time to escalate? Mark for Review
(1) Points
7-14 days before the milestone (*)
As soon as the SR is raised
2 days before the milestone
24 hours before the milestone

more information

(1) Points
[Correct] Correct
15. Where can you find up-to-date information about support tools and
processes? Mark for Review
(1) Points
My Configs and Projects
OPN (*)
CSI Number

more information
16. Which tool allows Oracle to connect to a customer's system and view
information? Mark for Review
(1) Points
MCP
RDA (Remote Diagnostic Agent)
OCS (Oracle Collaborative Support) (*)

more information
17. When should a SR severity be changed? Mark for Review

(1) Points
When the impact on the business changes (*)
Never
As soon as the SR is opened
When escalating a SR
[Correct] Correct
18. Before raising an SR which of the following would you not need to
do? Mark for Review
(1) Points
Ensure you understand the business impact
Set up an Oracle Collaborative Support session (*)
Check My Oracle Support for any resolutions to similar issues
Run diagnostic tools
[Correct] Correct
19. Which of the following is not a benefit of the Oracle Diagnostic

Tools? Mark for Review
(1) Points
Reduces SR ping-pong
Captures customer configuration information
Application customers can run proactive tests
Customer can log an SR and leave all action with Oracle until resolved (*)

more information
20. What does escalating a SR mean? Mark for Review

(1) Points
Bringing Support management attention to the problem (*)
Increasing the severity

Arranging on-site assistance
Referring to your Oracle Account Manager
[Correct] Correct
21. 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 the �Enter My Oracle
Support Community� button Mark for Review
(1) Points
True
False (*)

22. True or False. Another community benefit is the Rewards and

Recognition Program. In this program, we find opportunities to recognize users for
their participation and success within the community. Mark for Review
(1) Points
True (*)
False
[Correct] Correct
23. The My Oracle Support Community is set-up using Categories,

Communities, Discussions, and Threads. Mark for Review
(1) Points
True (*)
False

24. This is the region where the message from an Oracle Executive is
often highlighted. Mark for Review
(1) Points
The Tags region
The Spotlight region (*)
[Correct] Correct
(1) Points
Discussions tab
Tags tab
Profile tab (*)
People finder tab
[Correct] Correct
26. This tab in My Oracle Support community shows recently created communities
content. Mark for Review
(1) Points
Tags tab
People finder tab

Profile tab
Discussions and Documents tab (*)
[Correct] Correct
27. The 4Cs that describe the benefits and why participate in My
Oracle Support Community are: Mark for Review
(1) Points
Connect, Collaborate, Communicate, and Configure
Connect, Collaborate, Communicate, and Call..
Connect, Collaborate, Communicate, and Combine
Connect, Collaborate, Communicate, and Create
Connect, Collaborate, Communicate, and Consume. (*)

28. What are the benefits participating in the My Oracle Support

Community? Mark for Review
(1) Points
You can consume the available information, increasing your expertise through
document search and discussion reviews . (*)
You can communicate using the discussion forums . (*)
You can collaborate and share information within your network. (*)
You can stay ahead of the information curve by hearing what�s going on in the
industry, attend events, as well as advisor webcasts. (*)
You can connect with industry experts, your peers, and Oracle giving you the
ability to expand your network. (*)

Mark for Review
(1) Points
True (*)
False
[Correct] Correct

30. In the OWC Toolbar , click on the following to enable Desktop

Sharing Mark for Review
(1) Points
Share �Entire Desktop� (*)
Chat icon
Attendee drop down list
Conference Details button
Share 'Nothing'
[Correct] Correct
31. When you enroll for a free eSeminar, the Conference Key is sent through a
confirmation email. Mark for Review
(1) Points
True (*)
False
[Correct] Correct

(1) Points
Oracle.com
OPN
Google Tools
None of the Above
[Correct] Correct
33. Your system must meet the following requirements to be able to

run Oracle Web Conferencing Mark for Review
(1) Points
Windows 98 or later (*)
Pop-up blocking must be disabled in your browser (*)
1024 x 768 screen resolution (*)
Internet Explorer 5.5 or later (*)
Microsoft Virtual Machine (VM) or Sun JRE (*)
[Correct] Correct
34. You should consider escalating an SR when Mark for Review

(1) Points
you encounter a critical roadblock (*)
you are dissatisfied with the resolution or response to a Service Request (*)
the SR was raised with the wrong severity
Project deadline is within 10 days (*)
All of the above

35. The most effective way to escalate a SR is to Mark for Review

(1) Points
Update the SR with escalation request via My Oracle Support
Call into the Support Hotline number
Via your Oracle Account Manager
Update SR in My Oracle Support and then call into Support (*)
[Correct] Correct
1. The leading cause of semiconductor failure is due to? Mark for Review
(1) Points
The increased use of 45nm technology in manufacturing semiconductors
Incorrect power supply used with the system

Damage during shipments
Electrostatic discharge (*)
[Correct] Correct
2. Low humidity environments reduce the voltage generated from

friction and moving, Mark for Review
(1) Points
True
False (*)
[Correct] Correct
3. Standing up can generate up to 1,400 volts. Mark for Review

(1) Points
True (*)
False
[Correct] Correct


(1) Points
Premier Support
Extended Support
Sustaining Support

None of the Above
[Correct] Corrrect
5. Premier Support Extends for how many years after a product's

release? Mark for Review
(1) Points
8 Years
No limit
1 Year
5 years (*)
10 years
[Correct] Corrrect
6. Lifetime Support is only Applicable to which of the following Oracle

Products? Mark for Review
(1) Points
JDEdwards
PeopleSoft
Oracle E-Business
Siebel (*)
All of the above

information.

(1) Points
3 years (*)
5 years
1 Year
No limit
8 Years
[Correct] Corrrect

8. When can you log a SR via My Oracle Support? Mark for Review
(1) Points
It depends on the level of your Support service
24x7 (*)
Monday to Friday, 9am to 5.30 pm
Every Day, 9am to 5.30 pm
[Correct] Correct
9. True or False? Escalating an SR and raising the severity of a SR

have exactly the same impact Mark for Review
(1) Points
True
False (*)
[Correct] Correct
10. True or False? The most effective way to escalate an SR is to
contact your Oracle Partner Manager Mark for Review
(1) Points
True
False (*)

more information
11. When should a SR severity be changed? Mark for Review

(1) Points
As soon as the SR is opened
When the impact on the business changes (*)
When escalating a SR
Never
[Correct] Correct
12. What can you expect following an escalation request? Mark for
Review
(1) Points
Oracle Consultant onsite within 24 hours
Support Engineer passes SR to another engineer
24x7 working until problem resolved
Oracle Support manager telephones you to discuss your problem and agree to an
action plan (*)
[Correct] Correct

(1) Points
[Correct] Correct
14. To request Severity 1 Support what should you have in place?

Mark for Review
(1) Points
Oracle Consultant onsite
24x7 availability to work with Support (*)
Ability to provide remote access via OCS
SR Escalation

more information
15. True or False? The first level of escalation will bring Support
Management attention to your SR Mark for Review
(1) Points
True (*)
False
[Correct] Correct
16. When a problem in an SR is putting a project milestone at risk when would be

the most effective time to escalate? Mark for Review
(1) Points
2 days before the milestone
24 hours before the milestone
7-14 days before the milestone (*)
As soon as the SR is raised
[Correct] Correct
17. Who controls My Oracle Support access for your CSI? Mark for
Review
(1) Points
Your Oracle Partner Manager
Oracle Support Engineer
Customer Users Administrator for your CSI (*)
Oracle Sales team
[Correct] Correct
18. What is Oracle's on-line Support Service? Mark for Review

(1) Points
Premier
Service Request
OPN
[Correct] Correct
19. Which of the following is not normally provided via My Oracle
Support Mark for Review
(1) Points
Diagnostic Tests
Access to SR logging
Certification information
Certified Advantage Partner Criteria (*)
[Correct] Correct
20. Which is a valid name of a diagnostic tool for Oracle Server?

Mark for Review
(1) Points
OWC (Oracle Webconference)
RDA (Remote Diagnostic Agent) (*)
Configuration Manager
[Correct] Correct
21. What is my Oracle Support Community? Mark for Review

(1) Points
It is Oracle�s multi-channel platform for online collaborative support (*)
It is a multi-channel for sharing information about Oracle products,

services, and related technologies (*)
It�s a micro-community within Oracle�s existing community which includes

Oracle�s Technology Network(OTN) ,Oracle Wiki�s, Oracle Blogs, Oracle Mix, and a
variety of Oracle product related User Groups (*)
It is a script that reduces time resolution by collecting in a single ste
complete, accurate system details across the Oracle technology stack.
It is a support capability that automates the exchange of configuration

information between Oracle Support and our customers

22. This is the region where the Community Members can follow as
their rank grows through their continued community participation. Mark for
Review
(1) Points
The Rank region (*)
The Tags region
[Correct] Correct
(1) Points
People finder tab
Discussions tab
Tags tab
Profile tab (*)

[Correct] Correct

Mark for Review
(1) Points
True (*)
False
[Correct] Correct
25. The My Oracle Support Community is set-up using Categories,

Communities, Discussions, and Threads. Mark for Review
(1) Points
True (*)
False
[Correct] Correct
26. True or False. Another community benefit is the Rewards and Recognition
Program. In this program, we find opportunities to recognize users for their
participation and success within the community. Mark for Review
(1) Points
True (*)
False
[Correct] Correct
27. This tab in My Oracle Support community is a way for you to

organize and easily find community content. Mark for Review
(1) Points

Discussions and Documents tab
People finder tab
Tags tab (*)
Profile tab
[Correct] Correct
28. 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 the �Enter My
Oracle Support Community� button Mark for Review
(1) Points
True
False (*)
[Correct] Correct
29. This business tool - My Oracle Support Community gives you:-

Mark for Review
(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

capability against collective community knowledge. (*)
A venue to share best practices and knowledge with peers and experts. (*)
None of the above



(1) Points
Oracle.com
OPN
Google Tools
None of the Above
[Correct] Correct
31. To join a web conference , while , the Conference ID is the same as the SR# ,
the Conference Key is your Mark for Review
(1) Points
Partner ID
Email Address
CSI ( Customer Support Identifier) (*)
First name of the Employee joining OWC
None of the above
[Correct] Correct
32. When you enroll for a free eSeminar, the Conference Key is sent
through a confirmation email. Mark for Review
(1) Points
True (*)
False
[Correct] Correct
33. In the OWC Toolbar , click on the following to enable Desktop

Sharing Mark for Review
(1) Points
Conference Details button
Share �Entire Desktop� (*)
Share 'Nothing'
Chat icon
Attendee drop down list
[Correct] Correct

34. Escalation Process should be used for Mark for Review

(1) Points
Increasing the severity of your Service Request to 1
Arranging on-site assistance
Draw higher level of attention to business critical issue from Oracle Support
Management. (*)
Arranging for a call from Sales Team or your Account Manager
All of the above


(1) Points
[Correct] Correct

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1. Which of the following descriptions best defines ESD?

Mark for Review

The ability of a part to withstand a static charge without failure.

The failure of an item that would result in failure of the system.

Damage to system components due to the use of an incorrect power supply

The sudden transfer, or discharge, of electricity from one object to another.

2. Standing up can generate up to 1,400 volts. Mark for Review

[Incorrect] Incorrect. Refer to the ESD Prevention training for more

Handle electronic components only when you are properly grounded

Store and transport ESD-sensitive items in static-shielding containers

Keep items away from electronic components

[Incorrect] Incorrect. Refer to the ESD Prevention training for more

4. Certifications of New Oracle Products are covered under which

Premier & Extended Support (*)

None of the Above

5. While in Sustaining Support, the pricing is equal to pricing as

[Incorrect] Incorrect. Refer to the Lifetime Support training for more

[Incorrect] Incorrect. Refer to the Lifetime Support training for more

7. Extended Support is provided for an how many additional years

Oracle Support Basics

8. Which of the following is not normally provided via My Oracle

Certified Advantage Partner Criteria (*)

[Incorrect] Incorrect, refer to the Oracle Support Basics training for

9. Which is a valid name of a diagnostic tool for Oracle Server?

RDA (Remote Diagnostic Agent) (*)

OWC (Oracle Webconference)

Oracle Support Engineer

Customer Users Administrator for your CSI (*)

Your Oracle Partner Manager

Oracle Sales team

[Incorrect] Incorrect, refer to the Oracle Support Basics training for

12. Which of the following would not be a valid reason to escalate

SR was raised at wrong severity (*)

Encountered critical roadblock

Project deadline is within 10 days

[Incorrect] Incorrect, refer to the Oracle Support Basics training for

(Choose all correct answers)

My Oracle Support (*)

My Configs and Projects

[Incorrect] Incorrect, refer to the Oracle Support Basics training for

14. Which of the following is not the responsibility of a Support

Contribute to the knowledge base content

Educate customers on how to use the products (*)

Respond to new incoming SRs

Provide resolutions or workarounds

Monday to Friday, 9am to 5.30 pm

Every Day, 9am to 5.30 pm

It depends on the level of your Support service

16. What is Oracle's on-line Support Service? Mark for Review

My Oracle Support (*)

[Incorrect] Incorrect, refer to the Oracle Support Basics training for

Oracle Consultant onsite within 24 hours

24x7 working until problem resolved

Support Engineer passes SR to another engineer

19. If you wish to escalate further up the Oracle Management chain

OCS session arranged

Authorisation from your Oracle Account Manager

Escalation contacts further up your internal organisation (*)

An additional business case

20. Which 3 of the following will help reduce SR ping-pong? (i.e.

(Choose all correct answers)

Run diagnostics and upload results when SR is raised (*)

Raise SR via phone rather than My Oracle Support