1.

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 defective fan
module number 4 on her server. True or False - The fan replacement is a
FRU?
(1/1) Points
True
False (*)
Correct

2. 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. Which question needs to be
answered before the customer orders DIMMs for the upgrade?
(1/1) Points
Does the customer have DIMMs available to upgrade the system?
What is the current memory configuration? (*)
Does the system have a memory problem?
Where is the system located?
Correct

3. A customer calls into the call center with a memory upgrade 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. Which
type of DIMMs does this server support?
(0/1) Points
DDR2
DDR3 (*)
DDR1
FBDIMM
Incorrect. Refer to the X64 Server System Overview training for more
information.

4. How many power supplies does the Sun Fire X2250 server support?
(1/1) Points
Four
One (*)
Two
Correct

5. Which operating system is NOT supported on the Sun Server X2-8 (Sun
Fire X4800 M2 Server)?
(1/1) Points
Oracle Enterprise Linux 6.0
Oracle Solaris 11 Express
SUSE Linux Enterprise Server (SLES) 11 SP1
Oracle Virtual Machine (OVM) 2.2.1
Windows 2003 (*)
Correct
6. 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
customer's immediate needs are the dimensions, weight and power
requirements of the unit. According to your resources, what is the weight of
this server?
(1/1) Points
56.3 lb./25.6 kg fully populated
46.6 lb/21.1 kg fully populated
66.1 lb/30 kg fully populated
70 lbs/31.8 kg fully populated (*)
Correct

7. 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
customer's immediate needs are the dimensions, weight and power
requirements of the unit. Per your resources, what is the rack unit capacity of
this server?
(1/1) Points
4U rack server
2U rack server (*)
1U rack server
8U rack server
Correct

8. Which rackmount server supports a service processor on an optional

daughter card?
(1/1) Points
Sun Fire X2270 (*)
Sun Fire X4450
Sun Fire X4240
Sun Blade X6275
Sun Fire X2250
Correct
9. 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. Select the action plan that
lists the steps taken to solve the customer's problem.
(1/1) Points
Provided the customer with a link to the server’s System Handbook entry
and directed him to the Service Manual’s memory population rules. (*)
Provided customer with the location of the of the memory replacement
procedure.
Created and sent the customer an email with the memory replacement
procedure.
Provided the customer with a link to the server’s Service Manual.
Correct

10. 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 configure the
server, where the ports are located, and how to access them. Which port
should be accessed first?
(1/1) Points
Video port
Serial Management port (*)
Ethernet port
Network Management port
Correct
11. 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 type of documents
provide information to resolve the customer's problem (select 2)?
(Choose all correct answers)
(1/1) Points
Product notes
Installation Manual (*)
Programming Manual
Service Manual (*)
Administration Manual
Correct

12. 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
location to find information related to this problem?
(0/1) Points
http://www.oracle.com
http://ilearning.oracle.com
https://support.us.oracle.com/handbook_internal/index.html (*)
http://www.oracle.com/technetwork/indexes/downloads/index.html
Incorrect. Refer to the X64 Server System Overview training for more
information.

13. 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 configure the
server, where the ports are located, and how to access them. What are the
most effective locations to find information related to this problem (select 2)?
(Choose all correct answers)
(1/1) Points
http://www.oracle.com/technetwork/documentation/index.html (*)
https://support.us.oracle.com/handbook_internal/index.html (*)
http://oraclecorp.com
http://my.oracle.com
Correct

14. Which disk bus is supported on the Sun Fire X2270 server without adding
addition PCIe cards?
(0/1) Points
SAS
SATA (*)
SCSI
IDE
Incorrect

15. 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
customer's immediate 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.
(1/1) Points
Directed the customer to the Oracle Documentation website.
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
guided the customer to where the dimensions, weight and power
requirements of this server could be found. (*)
Correct
16. 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. Which document would relate to the
customer's issue?
(1/1) Points
Doc ID 1001128.1 (FCO) (*)
(Doc ID 1019713.1 (FAB)
Doc ID 1019279.1 (FAB)
Doc ID 1397124.1 (ALERT)
Correct

17. A customer calls into the service center and reports that his Sun Fire
X4200 Server cannot access the LSI Configuration utility when CNTRL-C is
applied while booting the server Can the BIOS and LSI firmware be updated if
you use the latest ILOM software package (True or False)?
(1/1) Points
True (*)
False
Correct

18. A customer calls into the service center and reports that his Sun Fire
X4200 Server cannot access the LSI Configuration utility when CNTRL-C is
applied while booting the server. Which document may relate to the
customer's issue?
(1/1) Points
Doc ID 1000817.1 (FAB) (*)
Doc ID 1000873.1 (FAB)
Doc ID 1017415.1 (FAB)
Doc ID 1001307.1 (FAB)
Correct

19. A customer called the service center indicating that the Pc Check
diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty
DIMM (Hint: The customer recently upgraded the memory on this server).
Which action plan lists the steps taken to solve the customer's problem?
(1/1) Points
Performed a workaround specified in CR 6603341as a temporary fix then
scheduled maintenance time with the customer to upgrade SP, BIOS and Pc
Check software. (*)
Provided the customer with the document to use that lists the steps to solve
the problem.
Scheduled maintenance time with the customer to replace faulty DIMMs
called out by PcCheck.
Ordered a new DIMMs for the customer.
Correct

20. 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. Which problem statement characterizes the
customer's problem?
(1/1) Points
Customer is reporting an intermittent AC power problem
Customer is reporting that his Sun Blade 6000 Modular System 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 called to get a replacement Sun Blade X6250 server blade because
it is intermittently shutting down
Correct
21. Which document would you use to find the rack mount procedure of the
Sun Server X3-2L (Sun Fire X4270 Server M3)?
(1/1) Points
Getting Started Guide
OS Installation Guide
Installation Guide (*)
Service Manual
Correct

22. 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 you reference
to find a part number for a replacement ?
(1/1) Points
Full Components List (*)
Field Action Bulletins (FABs)
Problem Resolution
Hardware Specifications
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. Select the action plan that lists the steps taken
to solve the customer's problem.
(1/1) Points
Ordered a new power supply for the customer.
The Alert 243486 is a possible cause and solution to the customer’s problem.
This Alert was referenced in the call.
Provided the customer with the document that lists the steps to solve his
problem.
The Doc ID 1001128.1 (FCO) is a possible cause and solution to the
customer’s problem. This FAB was referenced in the call. (*)
Correct

24. 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,
which type of document may provide information to resolve the customer's
problem (select 2)?
(Choose all correct answers)
(1/1) Points
Administrative Guide
Service manual
Alerts (*)
Field Action Bulletins (FAB) (*)
Installation Guide
Correct

25. A customer calls into the service center and reports that his Sun Fire
X4200 Server cannot access the LSI Configuration utility when CNTRL-C is
applied while booting the server. Which action plan lists the steps taken to
solve the customer's problem?
(1/1) Points
Ordered new disk replacement for the customer.
Asked the customer to replace the server’s motherboard
Asked the customer to apply the latest operating system patches
Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and
LSI 1064 BIOS = 6.06.06A or greater. (*)
Correct
26. A customer called the service center indicating that the Pc Check
diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty
DIMM (Hint: The customer recently upgraded the memory on this server).
Which component is called out by the document as one of the root causes of
the problem?
(1/1) Points
Older PC Check versions (*)
SP and ILOM firmware
OS software
SP and BIOS firmware
Correct

27. A customer called the service center indicating that the Pc Check
diagnostic 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 include replacement of the wrong DIMMs when PcCheck is
used to diagnose a memory problem(True or False)?
(1/1) Points
True (*)
False
Correct

28. 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. Which component is called out by the
document as the source of the problem?
(1/1) Points
Fans
Chassis slot
Server blade
Power supplies (*)
Correct

29. A customer calls into the service center and reports that his Sun Fire
X4200 Server cannot access the LSI Configuration utility when CNTRL-C is
applied while booting the server What is called out by the document as the
root cause of the problem?.
(1/1) Points
Firmware (*)
Motherboard
CPU
DIMM
Correct

30. A customer called the service center indicating that the Pc Check
diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty
DIMM (Hint: The customer recently upgraded the memory on this server).
Which document may relate to the customer's issue?
(1/1) Points
Doc ID 1369835.1 (Alert)
Doc ID 1001342.1 (FAB)
Doc ID 1001128.1 (FAB)
Doc ID 1000523.1 (FAB) (*)
Correct
31. A customer called the service center and reported an OS error message
that indicates that power supply 0 of their X4240 server has failed 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. Which information can determine whether the Alert with
Doc ID 1020437.1 applies to this server?
(1/1) Points
Has this power supply failed in the past?
The part number and date code of the power supply (*)
Whether the power supply is AC or DC
The manufacturer of the power supply
Correct

32. A customer called the service center with a question on a server's

network management port. The customer is trying to configure his network
management port on his X4540 server so that he can access it from his
management network. He is not familiar with the network management
facility and commands he needs to perform. Which port does the customer
need to use to configure the network management port?
(1/1) Points
NET0 port
USB port
Any of the network ports
Serial management port (*)
Correct

33. A customer called the service center and reported an OS error message
that indicates that power supply 0 of their X4240 server has failed 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. Which verifies the location of the failed power supply?
(1/1) Points
The power supply green OK LED is flashing
The power supply amber Service Required LED is lit (*)
By executing the ILOM flash command to turn on the Service Required LED

All power supply LEDs are off

Correct

34. The Sun field technician needs assistance in ordering a replacement Sun
Blade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B
(X6270 M3) server blade in the customer's chassis. Which type of document
provides the procedure to perform the replacement task?
(1/1) Points
Alerts
Service manual (*)
Installation manual
Product notes page 10
Field Action Bulletins (FAB)
Correct

35. The Sun field technician needs assistance in ordering a replacement Sun
Blade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B
(X6270 M3) server blade in the customer's chassis. Which of the following is
the Sun Blade X3-2B (X6270 M3) part number that needs to be ordered?
(0/1) Points
599-3725
7020774
7038932 (*)
371-4885
Incorrect. Refer to the X64 Server Locating and Interpreting Service
Procedures training for more information.
36. A customer called the service center with a question on a server's
network management port. The customer is trying to configure his network
management port on his X4540 server so that he can access it from his
management network. He is not familiar with the network management
facility and commands he needs to perform. How would you describe the
location of the network management port to the customer?
(1/1) 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
Correct

37. Which ILOM command or navigation path can display the current state of
the system indicators on a server or server blade?
(1/1) Points
cd /SYS/indicator ; display
System Indicators --> Indicators
System Monitoring --> Indicators (*)
cd /BRD/indicator ; show
Correct
38. The Sun field technician needs assistance in ordering a replacement Sun
Blade X3-2B (X6270 M3) server blade to replace a failed Sun Blade X3-2B
(X6270 M3) server blade in the customer's chassis. Which of the following
components does not need to be removed to replace the server blade?
(0/1) Points
DIMMs
Internal disk cabling (*)
REM (if present)
HDDs
Incorrect. Refer to the X64 Server Locating and Interpreting Service
Procedures training for more information.

39. A customer called the service center with a question on a server's

network management port. The customer is trying to configure his network
management port on his X4540 server so that he can access it from his
management network. He is not familiar with the network management
facility and commands he needs to perform. Select the one most appropriate
action plan based on the customer’s information and the solution to their
problem.
(1/1) Points
Informed the customer that he should use service and installation manual for
the network configuration procedures and pointed out that he should access
the serial port to configure the network port. (*)
Sent an Oracle field person out to the customer site to perform the
configuration of the network management port.
Collected and reported the customer's network parameters and passed this
call to the back-line engineers.
Informed the customer that he should use service and installation manual to
locate the procedure on configuring the network port.
Correct

40. A customer called the service center and reported an OS error message
that indicates that power supply 0 of their X4240 server has failed 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. Which type of documents should you review to determine
if it is safe to perform a power supply hot swap?
(1/1) Points
Installation Manual
ILOM Manual
FABs, Alerts, and Service Manual (*)
Programming Manual
Correct
41. A customer called the service center and reported an OS error message
that indicates that power supply 0 of their X4240 server has failed 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. What action may need to be performed before the failed
power supply can be removed?
(1/1) Points
Remove the disk closest to the power supply.
Slide the server out of the rack
Power off the server
Move the cable management arm (*)
Correct

42. Which is the user interface software for the IPMI utility?
(1/1) Points
IPMIInterface
IPMITool (*)
IPMIAccess
IPMIUser
Correct

43. A customer called the service center and reported an OS error message
that indicates that power supply 0 of their X4240 server has failed 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 problem statement that characterizes the
customer's problem.
(1/1) Points
Customer needs assistance installing a new power supply.
Customer needs assistance in determining the procedure to replace power
supply 0 on the X4240 server using a hot swap action. (*)
Customer needs an Oracle field person to replace the X4240 server power
supply without disturbing the server operation.
Customer needs an Oracle field person to replace the failed power supply.
Correct

44. A customer called the service center with a question on a server's

network management port. The customer is trying to configure his network
management port on his X4540 server so that he can access it from his
management network. He is not familiar with the network management
facility and commands he needs to perform. Which document contains the
procedures to perform this task?
(1/1) Points
OS Installation manual
Service and HW Installation manual (*)
FABs and Alerts
Programming manual
Correct

45. Which source of information is not needed for an initial on-site

installation of an X4600 M2 server?
(1/1) Points
Installation Guide
Enterprise Installation Standards (EIS)
Programming Manual (*)
Getting Started Manual
Correct
46. A customer called the support center with a supposed disk 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?
(1/1) Points
POST
U-Boot (*)
SunVTS
Pc-Check
Correct

47. A customer calls the service center with a suspected host memory error
and wants to know what diagnostics are available to diagnose the problem
on Sun Server X3-2 (X4170 M3 server). Select the most appropriate action
plan based on the customer’s information and the solution to their problem.
(1/1) Points
Logged into the customer's X4170 M3 server, ran memory diagnostics, and
isolated the problem down to a single DIMM.
Sent an Oracle field technician out to the customer's site to diagnose the
memory problem.
Provided the customer with the links to the diagnostic documentation that
explains their function, use, and that corresponds to the X4170 M3 server.
Provided the customer with the names of the memory diagnostics along with
the links to the diagnostic documentation that explains their function and
use, (*)
Correct

48. Which are diagnostic supports a manual mode that allows the user to run
individual tests as well as test suites?
(1/1) Points
POST
U-Boot
Oracle VTS
Pc-Check (*)
Correct

49. The BIOS logs is same as the ones contained within ILOM.
(1/1) Points
True
False (*)
Correct

50. A customer calls the service center with a fan failure message that
involves 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. Once the customer locates the physical failed fan module, what do
you recommend the customer do?
(0/1) Points
Hot swap the fan. (*)
Wait for a maintenance period to shut down the server to replace the fan.
Call in a field technician to replace the fan.
Shut down the server to replace the fan.
Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting
Procedures training for more information.
51. A customer called the support center with a supposed disk problem. He
wants to know which diagnostics are available to test a disk on a X2270
server. Which diagnostic should you recommend that the customer use to
exercise the Sun Fire X2270 internal disks from the operating system?
(1/1) Points
U-Boot
Pc-Check
POST
Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)
Correct

52. A customer called the support center with a supposed disk problem. He
wants to know which diagnostics are available to test a disk on a X2270
server. Which document describes the U-boot and Pc Check utilities and how
to use them?
(1/1) Points
Installation guide
Service manual
Product Notes
Diagnostic guide (*)
Correct

53. A customer calls the service center with a suspected host memory error
and wants to know what diagnostics are available to diagnose the problem
on a Sun Server X3-2 (X4170 M3 server). Pc-Check does not have any
memory test (True or False)?
(1/1) Points
True
False (*)
Correct

54. Which is not a U-Boot mode of operation?

(1/1) Points
Quick
Extended
Normal
Manual (*)
Correct

55. Which diagnostic tests the SP hardware during SP initialization?

(1/1) Points
POST
Pc-Check
U-Boot (*)
Oracle VTS
Correct
56. A customer called the service center with a question on 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 software
to access IPMI's user interface from their new server's OS. Select the one
most appropriate action plan based on the customer’s information and the
solution to their problem.
(1/1) Points
Confirmed that the server supports IPMI and assisted the customer in
configuring IPMItool on their server.
Confirmed that the server supports IPMI, provided the customer with the web
site to the IPMItool, and assisted the customer in configuring and accessing
the user interface.
Confirmed that the server supports IPMI, provided the customer with the web
site to the IPMItool, and directed the customer to the ILOM document that
has content on Oracle's implementation of IPMI. (*)
Sent the customer the ILOM documentation that contains all they needed to
know about Oracle's implementation of IPMI.
Correct

57. A customer called the service center with a critical problem. He has an
X4250 server that has been crashing intermittently after an Oracle
technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle
to reverse the upgrade. Select the problem statement that characterizes the
customer's problem.
(1/1) Points
Customer's X4250 server CPU upgrade to an X6398A is causing his server to
crash.
Customer wants a CPU upgrade from an X6394A to a X6398A on this X4250
server.
Customer needs a field technician to reverse his X4250 server CPU upgrade
from an X6394A to an X6398A.
Customer’s X4250 server is crashing intermittently since the CPUs were
upgraded from X6394As to X6398As. (*)
Correct

58. A customer called the support center with a supposed disk problem. He
wants to know which diagnostics are available to test a disk on a X2270
server. Select the action plan that lists the steps taken to solve the
customer's problem.
(1/1) Points
Told the customer that the diagnostics manual should list what diagnostics to
use. Also told the customer that the Oracle VTS tests would be a good
start. (*)
Emailed the customer the documentation link
(http://www.oracle.com/technetwork/indexes/documentation/index.html ) to
the diagnostics guide.
Suggested to the customer that he run spdiags to test the X2270 disks.
Collected the customer's information, recorded it, and passed the call to the
backline engineers.
Correct

59. A customer called the service center with a question on 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 software
to access IPMI's user interface from their new server's OS. What is the latest
version of IPMI that is supported on the X4270 M3 server?
(1/1) Points
1
2 (*)
2.5
1.5
Correct

60. A customer called the service center with a critical problem. He has an
X4250 server that has been crashing intermittently after an Oracle
technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle
to reverse the upgrade. What two pieces of information should you ask the
customer to send to you to help you diagnose the problem?
(Choose all correct answers)
(1/1) Points
Explorer script output (*)
system serial number
crash dump (*)
Correct
61. Patches and Updates tab- This functionality has been completely
redesigned with the migration from Metalink and Metalink 3 to My Oracle
Support. This tab now provides the user with a dashboard centric, Patch
Home Page allowing the user to:
(Choose all correct answers)
(1/1) Points
You will be presented with information about how many customers have
downloaded that particular patch. (*)
Ability to view and download patches from the Patch Recommendations and
Search capability Viewing Patch and Update Information in the My Oracle
Support interface (*)
Provides Patch Recommendations making it easier to obtain and deploy fixes
for known critical issues (*)
Identifying collections of patches which a customer might want to consider
applying as a group. (*)
Search for patches by Patch Number, Product, Product Family and Saved
Searches through the Simple Search option (*)
Corrrect

62. To customize the Regions on the Main Dashboard you can drag-and-drop
those you want included and rearrange them according to how you want
them to show up. Within the Content of a Region you can do the following:
(Choose all that applies)
(Choose all correct answers)
(0/1) Points
Minimize or maximize the region (*)
Each region is context-sensitive with right-click menus. (*)
Resize, re-order, sort, add or remove the region (*)
Export directly to a CSV file or Print a view. (*)
Group the content within the region (*)
Incorrect, refer to the Creating Customer Value training for more information

63. This is another resource containing recorded discussions during which

development outlines functionality included within new product releases.
(1/1) Points
Transfer of Information (TOI) (*)
Newsletters
Lifetime Support Policy
Customer Services Catalog
Sustaining Support
Corrrect

64. This stage of Life time Support provides provides you with an extra three
years of support for specific Oracle release for an additional fee.
(1/1) Points
Lifetime Support Policy
Premier Support
Extended support (*)
Sustaining Support
None of the above
Corrrect

65. List all benefits of using My Oracle Support.

(Choose all correct answers)
(1/1) Points
Provides you access to the My Oracle Support Community, where you can
participate in discussions, and exchange knowledge with an extensive
network of peers and Oracle experts. (*)
It is the single point-of-entry for all interactions with Oracle Support (*)
Answers 1,2 & 3 only
It is Oracle's next generation support platform. (*)
It is an easy to navigate, web-based portal that provides personalized,
proactive, and collaborative support. (*)
Corrrect
66. To customize the Regions on the Main Dashboard you can drag-and-drop
those you want included and rearrange them according to how you want
them to show up.
(1/1) Points
True (*)
False
Correct

67. This region allows for quick and easy monitoring of all your open issues
right at the dashboard.
(1/1) Points
News region
Getting started region
Knowledge region
Service Requests region (*)
Draft Service Request region
Corrrect

68. When using the Configuration Manager this region provides 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
environment details when working an issue. Engineers have visibility
(through projects).
(1/1) Points
Draft Service Request region
Knowledge region
Getting started region
Projects region (*)
News region
Corrrect

69. This is another great resource, available to you 24x7 through the
Knowledge Tab in My Oracle Support. This provides access to our extensive
database with more than 800,000 solutions covering the entire range of
Oracle products.
(1/1) Points
Patches & Updates tabb
Service Request tab
Dashboard tab
Knowledge Base (*)
Communtiy tab
Corrrect
70. This online assessment tool is designed to share Global Software Support
good practices across 5 domains - Strategy, Process, People, Technology and
Governance – with the goal to help customers get maximum value from their
Oracle investments
(1/1) Points
Customer Success Self-Assessment (*)
Transfer of Information (TOI)
Customer Services Catalog
Sustaining Support
Newsletters
Corrrect
66. To customize the Regions on the Main Dashboard you can drag-and-drop
those you want included and rearrange them according to how you want
them to show up.
(1/1) Points
True (*)
False
Correct

67. This region allows for quick and easy monitoring of all your open issues
right at the dashboard.
(1/1) Points
News region
Getting started region
Knowledge region
Service Requests region (*)
Draft Service Request region
Corrrect

68. When using the Configuration Manager this region provides 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
environment details when working an issue. Engineers have visibility
(through projects).
(1/1) Points
Draft Service Request region
Knowledge region
Getting started region
Projects region (*)
News region
Corrrect
69. This is another great resource, available to you 24x7 through the
Knowledge Tab in My Oracle Support. This provides access to our extensive
database with more than 800,000 solutions covering the entire range of
Oracle products.
(1/1) Points
Patches & Updates tabb
Service Request tab
Dashboard tab
Knowledge Base (*)
Communtiy tab
Corrrect

70. This online assessment tool is designed to share Global Software Support
good practices across 5 domains - Strategy, Process, People, Technology and
Governance – with the goal to help customers get maximum value from their
Oracle investments
(1/1) Points
Customer Success Self-Assessment (*)
Transfer of Information (TOI)
Customer Services Catalog
Sustaining Support
Newsletters
Corrrect
76. There are no call restrictions with other members at the TSANet Classic
level
(1/1) Points
True
False (*)
Correct

77. how many MVSP components?

(1/1) Points
2 (*)
1
Correct

78. There are no call restrictions with other members at the TSANet Mission
Critical level
(1/1) Points
True (*)
False
Correct
79. As an active OPN member, you are automatical become OPN-MVSP
benefit.
(1/1) Points
True
False (*)
Correct
Oracle Support Basics
(Answer all questions in this section)
80. True or False? Escalating an SR and raising the severity of a SR have
exactly the same impact
(1/1) Points
True
False (*)
Correct
81. Where can you find up-to-date information about support tools and
processes?
(Choose all correct answers)
(1/1) Points
My Configs and Projects
OPN (*)
My Oracle Support (*)
CSI Number
Correct

82. Which 3 of the following does My Oracle Support allow you access to?
(Choose all correct answers)
(0/1) Points
Oracle Education Schedules
Oracle User Community (*)
Bug information (*)
Patches (*)
Incorrect, refer to the Oracle Support Basics training for more information

83. Which tool allows Oracle to connect to a customer's system and view
information?
(1/1) Points
MCP
OCS (Oracle Collaborative Support) (*)
SR (Service Request)
RDA (Remote Diagnostic Agent)
Correct

84. How do you report a bug to Oracle Development

(1/1) 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
appropriate (*)
Contact Development direct
Contact Development via Oracle Partner Manager
Correct

85. What is the most effective way to escalate a SR?

(1/1) Points
Via your Oracle Account Manager
Call into Support
Update SR in My Oracle Support and then call into Support (*)
Update My Oracle Support
Correct
86. What can you expect following an escalation request?
(1/1) Points
Support Engineer passes SR to another engineer
Oracle Consultant onsite within 24 hours
24x7 working until problem resolved
Oracle Support manager telephones you to discuss your problem and agree
to an action plan (*)
Correct

87. Who retains ownership of the SR?

(1/1) Points
Starts with Oracle and then moves back and forth
Oracle retains ownership throughout
Shared ownership throughout (*)
Starts with Partner and then moves back and forth
Correct

88. Which of the following does not apply to Oracle Collaborative Support?
(1/1) Points
Used by Support Engineers for problem verification
Accessed via My Oracle Support
Used by Support Engineers to demonstrate functionality (*)
Used by Support Engineers for real time viewing of error messages and log
and trace files
Correct
My Oracle Support
(Answer all questions in this section)
89. You can search for particular Document ID using PowerView
(0/1) Points
True
False (*)
Incorrect. Refer to the Quick Search in My Oracle Support training for more
information

90. My Oracle Support Global Search searches

(1/1) Points
The Document Body text only and not the Attachment text
The Attachment text only and not the Document Body text
Both the Document Body and the Attachment texts (*)
Corrrect
91. Lifecycle PowerView Filter requires Configuration
(1/1) Points
True (*)
False
Corrrect

92. If the Patch Recommendation region is enclosed in an orange box and

displays Sample, this means that
(1/1) Points
You did not properly set up your region to display Patch Recommendations

Your CUA did not give you privilege to view Patch Recommendations
Your profile does not include a CSI with configuration data collected/uploaded
by collectors (*)
There are no recommended patches you need to install into your
environment
None of the Above
Corrrect
My Oracle Support Community
(Answer all questions in this section)
93. In My Oracle Support content this represents a collection of Communities.
Often, organize in a tree structure so members can easily find the topics
which are listed.
(1/1) Points
Threads
Categories (*)
Discussions
Community
Messages
Correct

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

communities content.
(1/1) Points
Private Messages tab
Tags tab
Discussions and Documents tab (*)
Profile tab
People finder tab
Correct

95. 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
(1/1) Points
True (*)
False
Correct
96. Participation in My Oracle Community has some guidelines. Oracle's
Support Community is not for:
(Choose all correct answers)
(0/1) Points
Sharing offensive or inappropriate material. (*)
Sharing offensive or inappropriate material. (*)
•Interacting with other members of the Oracle Support community.
•Disparaging Oracle, its products, employees, customers, partners or anyone
else. (*)
Sharing your ideas about Oracle and our products.
Incorrect. Refer to the My Oracle Support Community training for more
information.

97. 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.
(1/1) Points
False
True (*)
Correct

98. This is the region where the Community Members can follow as their rank
grows through their continued community participation.
(0/1) Points
The Rank region (*)
The Getting started region
The News and Announements region
The Tags region
The Recent content region
Incorrect. Refer to the My Oracle Support Community training for more
information.
Oracle Collaborative Support Program
(Answer all questions in this section)
99. Oracle Collaborative Support uses industry standard Secure Socket
Layer, or SSL, with 128-bit encryption for transmitting encyrpted data
securely.
(1/1) Points
True (*)
False
Correct

100. Which of the following are the benefits of using Oracle Collaborative
Support ?
(Choose all correct answers)
(0/1) Points
Faster resolution of issues (*)
Provide training on how to use a Product
Improve Customer Satisfaction (*)
Provide customer with license discounts
All of the above
Incorrect. Refer to the Collaborative Support Program Overview training for
more information.
101. Oracle Collaborative Support is accessed via which of the following:
(1/1) Points
My Oracle Support (*)
Oracle.com
OPN
Google Tools
None of the Above
Correct
How to Escalate a Service Request within Oracle Support
(Answer all questions in this section)
102. You should consider escalating an SR when
(Choose all correct answers)
(0/1) 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
Incorrect. Refer to the How to Escalate a Service Request within Oracle
Support training for more information.

103. A Customer should ensure the following before requesting for a Service
Request Escalation
(1/1) Points
Review the Service Request for correctness of problem statement
Update SR with business impact
Update SR with milestone date
Assess the appropriateness of severity level
All of the above (*)
Correct
Customer Service Soft-skills Training Best Practices
(Answer all questions in this section)
104. Customer Loyalty propels your company forward increasing sales and
profitability.
(1/1) Points
True (*)
False
Correct

105. What the customers want? Customers want and expect the following
from Oracle and it’s partners. Select all that applies.
(Choose all correct answers)
(1/1) Points
Be the Center of Attention when they have Needs – they want to feel they
have priority and attention when issues arise. (*)
expect us to be proactive and to anticipate their wants and needs (*)
staff needs to be proficient in all available communication options and know
when to appropriately use each (*)
Effectively read customer’s preferred communication style (*)
None of the above
Correct
106. Which of the following statements are true and will make happy
customers more happier. (Select all that applies).
(Choose all correct answers)
(0/1) Points
Provide your customers with new product or service information before it is
widely disseminated. (*)
Keep track of the things you have done in the past to make them happy; do
more of the same (*)
Understand your customers’ plans for future utilization, expansion and make
the appropriate recommendations for upgrading to newer or different
software or releases. (*)
Most customers gladly will accept any documentation or materials you
believe may help them utilize their software more efficiently. (*)
Strive toward making your relationships with your customers true
partnerships rather than that of just a vendor-customer (*)
Incorrect. Refer to the Customer Service Soft-skills Training Best Practices
training for more information.

107. What are softskills? Soft Skills let your customers know: (Select all that
applies).
(Choose all correct answers)
(1/1) Points
They are important (*)
As a service provider are knowledgeable (*)
We are a staff of professional and solution focused (*)
We are setting clear expectations with customers (*)
None of the above
Correct

108. Select ALL important points to consider to ensuring a productive

relationship with your customers.
(Choose all correct answers)
(1/1) Points
Define and structure service provided – what is provided and how, time lines,
milestones (*)
Teach the customer how to better interact with your processes (*)
Under promise and over deliver (*)
Plan and execute well by focusing on both proactive and reactive techniques
to minimize stress (*)
Teach and develop time-management skills for your employees –
prioritization of tasks, urgency vs impact (*)
Correct

109. When reviewing communication standards in your company it’s

important to review and address the following subject. List all that applies.
(Choose all correct answers)
(0/1) Points
Observe proper etiquette in address customers. (*)
Understand how to properly address conflict and issues to defuse emotion (*)

Speak in a tone that offers support and confidence. (*)

Use different vocabularies for addressing managers vs high tech database
administrator (*)
Develop protocol for conducting and managing conference calls (*)
Incorrect. Refer to the Customer Service Soft-skills Training Best Practices
training for more information.

110. To help build an effective customer service model for your business it’s
important to identify and build an effective communication and knowledge
model based on the similarities and common characteristics of your
customers.
(1/1) Points
True (*)
False
Correct