1. You should have your study guide open prior to undertaking the accreditation series.

A
recommended best practice is to review the guide before starting to preview the video learning content.
TRUE

2. Which of the following actions are recommended to help you have the best experience with your
Oracle Cloud Support Accreditation? Try it … nije

3. What is the recommended best practice to LOCATE additional basic training if you need to learn the
basics about using Oracle Cloud Support Portal and My Oracle Support? From my oracle support ,
getting started…

4. A great feature of accreditation is that you can manage your learning experience. While viewing
each video in the Oracle Cloud Support accreditation, you can turn Closed Captions ON to view the
narration on the screen. TRUE

1. What options enable a user to LOCATE support policies for SaaS? LEARN MORE nije

2. As an experienced Oracle Cloud Support user, you should review your support policies ONCE per
week to ensure you are up to speed. TRUE

3. John wants to review information for Oracle BigMachines CPQ Cloud Service. He can do this from
the Cloud documentation (docs.oracle.com) and then selecting Configure, Price, and Quote to drill into
more detailed information on Oracle CPQ Cloud. TRUE

4. John is getting ready for his weekly project team meeting, and he needs to provide an update. To
prepare for that, he can access documentation from cloud.oracle.com for his Cloud Services. TRUE

1. In Cloud Support, My Account, clicking the support identifier will display the products and the contract
end date. TRUE

2. It is a recommended best practice for the CUA to group users and assets when applicable. John
learned about this and is going to recommend it to his project team. TRUE

3. The CUA can turn on Email Updates for SRs in the Cloud Support Portal. There is no action for the
user. FALSE

4. John wants to implement some best practices for the CUA. He understands it is a recommended
best practice for the CUA to review who has access to each Support Identifier each quarter. TRUE
0

5. What is a recommended best practice when requesting access to a new SI? Nije NON FROM
ABOVE

6. It is a recommended best practice to have ONE CUA per Support Identifier. FALSE

1. The Cloud Support Portal search displays all cloud services available to ANY Cloud Support user.
FALSE

2. John recently created a new Service Request. When he returns to the Cloud Support Portal, he
does NOT see the SR. What is the recommended way to resolve this? He can reah out to CUA…

3. In Cloud Support Portal, you can ONLY create service requests from the Service Requests tab.
There is a Create Service Request link on the Dashboard tab. FALSE
 4. John is looking at his dashboard in the Cloud Support Portal. His service requests are grouped into
Open, Oracle Working, and Needs Attention. As a best practice, which of these statuses should he update
first? Needs attention

5. In the Cloud Support Portal, users have the ability to click the Help menu to see the documentation
for the page displayed. TRUE

6. John is using the Cloud Support Portal, and he enters his search phrase. How should he deal with
Services in most scenarios? NIJE: The portal will select…

1. Why would a user need to search the Cloud Support Portal? All of the above

2. A recommended best practice is to enter your search phase and THEN select the service you are
using. TRUE

3. When John enters a document number in the cloud support portal, ONLY the document number
entered is returned. FALSE

4. The Cloud Support Portal search is divided into two areas: The search area and the Oracle
Products you have. FALSE
The two areas are the search area and the services you have.

5. In the Cloud Support Portal, you select the ALL KNOWLEDGE search filter to see all documents in
the Knowledge Base that meet your criteria. This may include documents about services that you are not
subscribed to. TRUE

6. In the Cloud Support Portal, the search results are from the Knowledge base source of content.
There are additional search resources available in My Oracle Support. TRUE

1. John had to register for Cloud Customer Connect Community as it is outside of My Oracle Support
Community. TRUE

2. John is in the Human Capital Management subspace and he wants to ask a BigMachines question.
What is the recommended best practice he should follow? – Nije ‘’ use the new…’’

3. Cloud Customer Connect is just for cloud services users and allows users to see upcoming calendar
events, discussion forums, maintenance windows and other targeted information. TRUE

4. It is a recommended best practice to follow a My Oracle Support top-level space to ensure you get
every single update from all users in the community. FALSE

5. The Communities tab on the Cloud Support portal takes you DIRECTLY into My Oracle Support
Community when you access it.
From the Communities tab, you would select a Community of interest. FALSE

6. What is the FASTEST way to see all of the discussions in a My Oracle Support community
subspace? NIJE: Click the activity…

1. It is a recommended best practice to search the knowledge base and use My Oracle Support
Community to possibly AVOID a service request for severity 4 questions. TRUE

2. John can CREATE a service request using his mobile device by accessing support.oracle.mobi.
FALSE
 3. What does bringing management attention to your service request do? Select all that apply. Nije
sve zaokruženo

4. Since logging his service request, John received a workaround from Oracle Support and would like
to change the severity from 1 to 3. What is the recommended best practice for John to get the severity
updated? John can log into Oracle …

5. In the Cloud Support Portal, you can possibly log a service request in one step. TRUE

6. When logging a severity 1 service request, you can add in any user name as the alternative contact.
They do NOT have to be associated to the support identifier.
1. In Cloud Support Portal, John can add the Bug Tracker region to his dashboard.
This region is only available in My Oracle Support. FALSE

2. You would liketo set up Hot Topics Email notifications to more easily stay informed about content of
interest. How would she enable this feature? From my account…

3. A recommended best practice in Oracle Cloud Support is to create a Favorites folder and organize
content you marked as Favorites into meaningful folders.
The favorites option is available in My Oracle Support. You would bookmark content of interest in Oracle
Cloud Support FALS

4. In My Oracle Support, on the Dashboard tab, John can customize his view by adding and removing
regions. TRUE

5. It is a recommended best practice to leave the Getting Started region on your dashboard to easily
access learning resources for New and Existing Users. TRUE

1. When searching in My Oracle Support, the results include discussion questions from My Oracle
Support Community. TRUE
0

2. Susan heard about a very relevant community discussion from her colleague, John. She is not sure
which community to select, so she decides to search for the discussion in My Oracle Support. She makes
sure that Community is selected as a source and types the discussion text. She then can locate the
community discussion from the Community section in the results. TRUE

3. John has conducted a search using just a search phrase and is reviewing his results on the
Knowledge tab. So far, he has not found the information he wants. What can he do to improve this
search? Select all that apply.

4. What is the purpose of the 'Search Additional Oracle Sites' button you see to the right of the search
area on the Knowledge tab? NIJE: You click this button if you want to change…

5. John wants to locate My Oracle Support Resource Center. He can put quotes around My Oracle
Support Resource Center to search for the full phrase. TRUE

6. What is the recommended best practice to expand your knoweldge and expertise with searching in
My Oracle Support? NAJDUŽE

1. In My Oracle Support, it is possible to log a Service Request using one screen like Cloud Support.
FALSE

2. Searching in My Oracle Support and posting questions in Community are good ways to avoid
logging a service request for a non-urgent issue. TRUE

3. A common reason that a user cannot log a service request in My Oracle Support: User does NOT
have the correct access level or the correct Support Identifier associated and approved for their account.
TRUE

4. When logging a service request in My Oracle Support, when you select Problem Type, a Guided
Resolution may be activated with additional questions which may resolve your problem and help you avoid
creating the new Service Request. TRUE

5. A new team member, Alice, found out today that she will need to begin logging service requests for
her project. What should she do to ensure she will have the correct access? Confirm when …

6. John is following the recommended best practice of gathering necessary data before logging a
service request. Which of the following responses identify the best level of detail for a fully qualified service
request? NAJDUŽE

1. Bugs can be identified by the Bug icon that identifies it as a Bug Document. TRUE

2. You can follow Bugs of interest in the Cloud Support Portal on the Dashboard. FALSE
0

3. John wants to review the recent bugs included in the next maintenance pack for BigMachines CPQ.
He can find this information in the Oracle CPQ Cloud Support Center by clicking on the Defects link. He
can only locate this Support Center in My Oracle Support. TRUE
0

4. To stay informed about bug updates, you can check the Bug as a favorite and enable Hot Topics
email notifications to get an update each time the Bug is updated. This is a recommended best practice.
TRUE

5. Susan has been working on a new project. The team has logged several bugs. She wants to track
them in order to provide updates to the team each week. She plans to mark each bug as a favorite and
then set up Hot Topics Email notifications and check Bugs I have Marked as Favorites. This will push
email notifications to her inbox when this content is updated by Oracle. TRUE