Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-301: X64 Server System Overview (Répondez à toutes les questions de cette section.) 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?

Question à revoir (1) Points

Vrai Faux (*) 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?

Question à revoir (1) Points

Does the customer have DIMMs available to upgrade the system? What is the current memory configuration? (*) Where is the system located? Does the system have a memory problem? 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. Select the problem statement that characterizes the customer's problem.

Question à revoir (1) Points

Customer is requesting how to upgrade his memory Customer is asking for the part number of the 8-Gbyte DIMM that he can order (*) Customer doesn't know what density of memory to order Customer is asking what type of memory is in his server Incorrect. Refer to the X64 Server System Overview training for more information. 4. 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. Provided the customer with a link to the server’s Service Manual. Created and sent the customer an email with the memory replacement procedure. 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.

Question à revoir (1) Points

Incorrect. Refer to the X64 Server System Overview training for more information. 5. Which x86 server uses AMD-based CPUs?

Question à revoir (1) Points

Sun Fire X2270 server Sun Fire X4250 server Sun Fire X4140 server (*) Sun Fire X4150 server Incorrect. Refer to the X64 Server System Overview training for more information. Page 1 sur 24

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-301: X64 Server System Overview (Répondez à toutes les questions de cette section.) 6. 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. Which problem statement characterizes the customer's problem?

Question à revoir (1) Points

Customer is reporting fan module failure Customer is reporting fan module number 4 failure and is requesting on-site support for replacement (*) Customer is requesting on-site support for a server cooling problem Customer is reporting server cooling problems and is requesting on-site support for replacement Correct 7. 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)? (Choisir toutes les réponses correctes) http://my.oracle.com https://support.us.oracle.com/handbook_internal/index.html (*) http://oraclecorp.com http://www.oracle.com/technetwork/documentation/index.html (*) Correct

Question à revoir (1) Points

8. 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?

Question à revoir (1) Points

46.6 lb/21.1 kg fully populated 66.1 lb/30 kg fully populated 70 lbs/31.8 kg fully populated (*) 56.3 lb./25.6 kg fully populated Incorrect. Refer to the X64 Server System Overview training for more information. 9. 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 action plan lists the steps taken to solve the customer's issue?

Question à revoir (1) Points

Provided customer with memory option number 7100790. (*) Dispatched field engineer to upgrade customer memory Sent memory upgrade to customer Took customer's order for memory upgrade Incorrect. Refer to the X64 Server System Overview training for more information. 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 action plan lists the steps taken to solve the customer's problem?

Question à revoir (1) Points

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 the location of the serial port to access ILOM, the serial cable to use, the need for a terminal server on the laptop, along with the default account (root) and password (changeme). (*) Provided customer with system password Dispatched field engineer to assist customer in configuring system Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-301: X64 Server System Overview (Répondez à toutes les questions de cette section.)

11. 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?

Question à revoir (1) Points

Ethernet port Serial Management port (*) Video port Network Management port Correct 12. 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. Which problem statement characterizes the customer's problem?

Question à revoir (1) Points

Customer does not know the weight and dimensions of this server Customer did not have the installation documentation to be able to find the dimensions, weight, and power requirements for this server (*) Customer needs a server installed Customer needs installation documentation to look up the specifications he needs Correct 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 documentation would you recommend to the customer for information about the server configuration (select 2)?

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Administration Guide Startup Guide Installation Guide (*) ILOM Guide (*) Incorrect. Refer to the X64 Server System Overview training for more information. 14. 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?

Question à revoir (1) Points

https://support.us.oracle.com/handbook_internal/index.html (*) http://www.oracle.com http://ilearning.oracle.com http://www.oracle.com/technetwork/indexes/downloads/index.html Incorrect. Refer to the X64 Server System Overview training for more information. 15. 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. How many

Question à revoir (1) Points

memory slots are supported by this server? 16 (*) 4 8 32 Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Répondez à toutes les questions de cette section.) 16. 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?.

Question à revoir (1) Points

DIMM CPU Motherboard Firmware (*) Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 17. Which document would you use to find the rack mount procedure of the Sun Server X3-2L (Sun Fire X4270 Server M3)?

Question à revoir (1) Points

OS Installation Guide Service Manual Installation Guide (*) Getting Started Guide Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 18. 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? Doc ID 1000523.1 (FAB) (*)

Question à revoir (1) Points

Doc ID 1369835.1 (Alert) Doc ID 1001128.1 (FAB) Doc ID 1001342.1 (FAB) Correct 19. 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?

Question à revoir (1) Points

Doc ID 1019279.1 (FAB) Doc ID 1397124.1 (ALERT) Doc ID 1001128.1 (FCO) (*) (Doc ID 1019713.1 (FAB) Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 20. 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 Service Manual (*) Sun Blade X6275 Server Module Installation Guide Sun Blade X6275 Server Module OS Installation Guide Sun Blade X6275 Server Module Product Notes Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Répondez à toutes les questions de cette section.) 21. 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 ? Problem Resolution Full Components List (*) Hardware Specifications Field Action Bulletins (FABs)

Question à revoir (1) Points

Correct 22. 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)?

Question à revoir (1) Points

Vrai (*) Faux Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 23. Which of the following cannot be found within an Installation Guide?

Question à revoir (1) Points

All of the above Product replacement procedures (*) Product specifications Product installation procedures Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 24. 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?

Question à revoir (1) Points

Older PC Check versions (*) OS software SP and ILOM firmware SP and BIOS firmware Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 25. 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.

Question à revoir (1) Points

The Doc ID 1001128.1 (FCO) is a possible cause and solution to the customer’s problem. This FAB was referenced in the call. (*) 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. Ordered a new power supply for the customer. Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment

Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Répondez à toutes les questions de cette section.) 26. Which of the following can be included in FABs?

Question à revoir (1) Points

Field Information Notice (FINs) All of the above (*) Hardware issues Field Change Orders (FCOs) Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 27. 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?

Question à revoir (1) Points

Chassis slot Fans Server blade Power supplies (*) Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 28. 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 problem statement characterizes the customer's problem?

Question à revoir (1) Points

Customer’s ILOM firmware needs to be upgraded. Customer BIOS firmware needs to be upgraded. Customer is having memory problems.. Customer’s PcCheck does not recognize a faulty DIMM. (*) Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 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. Which document may relate to the customer's issue? Doc ID 1017415.1 (FAB) Doc ID 1000873.1 (FAB) Doc ID 1000817.1 (FAB) (*) Doc ID 1001307.1 (FAB)

Question à revoir (1) Points

Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 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). Possible impacts include replacement of the wrong DIMMs when PcCheck is used to diagnose a memory problem(True or False)?

Question à revoir (1) Points

Vrai (*) Faux Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-303: X64 Server Locating and Interpreting Service Procedures (Répondez à toutes les questions de cette section.) 31. Which is the user interface software for the IPMI utility?

Question à revoir (1) Points

IPMIAccess IPMIInterface IPMIUser IPMITool (*) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 32. 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 one most appropriate action plan based on the customer’s information and the solution to their problem. Verified that a power supply hot swap replacement can be performed on the customer's X4240 server then sent an Oracle field person to perform the replacement. (*) Provided the customer with the location of the procedure to use to perform the replacement along with the part number of a replacement power supply. Verified that a power supply hot swap replacement can be performed on the customer's X4240 server, then sent the customer the documents that contain the power supply replacement procedure. Sent an Oracle field person out to the customer site to perform the power supply replacement.

Question à revoir (1) Points

Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 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?

Question à revoir (1) Points

By executing the ILOM flash command to turn on the Service Required LED All power supply LEDs are off The power supply green OK LED is flashing The power supply amber Service Required LED is lit (*) Correct 34. 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.

Question à revoir (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. (*) Informed the customer that he should use service and installation manual to locate the procedure on configuring the network port. Collected and reported the customer's network parameters and passed this call to the back-line engineers. Sent an Oracle field person out to the customer site to perform the configuration of the network management port. Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 35. 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?

Question à revoir (1) Points

Programming manual FABs and Alerts OS Installation manual Service and HW Installation manual (*) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field

Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-303: X64 Server Locating and Interpreting Service Procedures (Répondez à toutes les questions de cette section.) 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. Select the problem statement that characterizes the customer's problem.

Question à revoir (1) Points

Customer needs assistance configuring the serial management port. Customer needs an Oracle field person to configure his network management port to his management network. Customer needs assistance configuring a network port. Customer needs assistance configuring the network management port into his management network. (*) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 37. 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 list of commands does the customer use to configure and activate the management network port using a static IP address?

Question à revoir (1) Points

cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=true set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set commitpending=true cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set commitpending=true (*) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 38. 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?

Question à revoir (1) Points

Has this power supply failed in the past? Whether the power supply is AC or DC The part number and date code of the power supply (*) The manufacturer of the power supply Correct 39. 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

Question à revoir (1) Points

disturbing the server's operation, to re-establish the power redundancy. Select the problem statement that characterizes the customer's problem. Customer needs assistance installing a new power supply. 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. Customer needs assistance in determining the procedure to replace power supply 0 on the X4240 server using a hot swap action. (*) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 40. 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?

Question à revoir (1) Points

The RJ-45 connector on the front of the server labeled SER MGT The RJ-45 connector on the front of the server labeled NET MGT The RJ-45 connector on the rear of the server labeled SER MGT The RJ-45 connector on the rear of the server labeled NET MGT (*) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-303: X64 Server Locating and Interpreting Service Procedures (Répondez à toutes les questions de cette section.) 41. 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? Any of the network ports USB port NET0 port Serial management port (*) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information.

Question à revoir (1) Points

42. 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 action does NOT need to be performed in the Sun Blade X3-2B (X6270 M3) removal process?

Question à revoir (1) Points

Power down the Sun Blade 6000 Modular System chassis (*) Remove any front panel cabling Pull open the server blade's top and bottom handles. Hold down the power button on the server blade for 4 seconds or perform a stop /SYS ILOM command Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 43. 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?

Question à revoir (1) Points

Installation manual Alerts Service manual (*) Product notes page 10 Field Action Bulletins (FAB) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 44. Which ILOM command or navigation path can display the current state of the system indicators on a server or server blade?

Question à revoir (1) Points

System Indicators --> Indicators cd /BRD/indicator ; show System Monitoring --> Indicators (*) cd /SYS/indicator ; display Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 45. 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. Select the one problem statement that characterizes the field technician’s problem. Field technician needs assistance identifying and ordering a replacement part for a failed X6270 M3 server blade and assistance with its replacement. (*) Field technician needs assistance in determining what is the replacement part number for the X6270 M3 server blade. Field technician needs to provide the customer the part number to a new X6270 M3 server blade. Field technician needs assistance replacing the X6270 M3 server blade as a hot swap action. Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information.

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Question à revoir (1) Points

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures (Répondez à toutes les questions de cette section.) 46. 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)?

Question à revoir (1) Points

Vrai Faux (*) Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 47. 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. Select the action plan that lists the steps taken to solve the customer's problem.

Question à revoir (1) Points

Collected the error information passed this issue to the backline engineers. Sent the customer the links to the diagnostic guides and service manual. Assisted the customer in locating the X4440 server failed fan module, then recommended that he hot swap the failed fan module, since he has one in stock. (*) Assisted the customer in locating the X4440 server failed fan module, then sent a Sun field technician to hot swap the failed fan module. Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 48. Which tool displays the server's hardware configuration on Solaris?

Question à revoir (1) Points

prtconfig prtdiag (*) config ipconfig Correct 49. 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 problem statement that characterizes the customer's problem. Customer needs assistance on how to locate a failed DIMM on his X4170 M3 server. Customer needs assistance on how to upgrade his X4170 M3 server memory.

Question à revoir (1) Points

Customer needs assistance on which diagnostics are available to test his X4170 M3 server memory. (*) Customer needs someone onsite to diagnose and fix his X4170 M3 server memory problem. Correct 50. 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?

Question à revoir (1) Points

POST Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*) Pc-Check U-Boot Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures (Répondez à toutes les questions de cette section.) 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 tests the Sun Fire X2270 SP hardware just prior to the SP boot?

Question à revoir (1) Points

SunVTS Pc-Check POST U-Boot (*) Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 52. 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. Customer’s X4250 server is crashing intermittently since the CPUs were upgraded from X6394As to X6398As. (*) Customer wants a CPU upgrade from an X6394A to a X6398A on this X4250 server. Customer's X4250 server CPU upgrade to an X6398A is causing his server to crash. Customer needs a field technician to reverse his X4250 server CPU upgrade

Question à revoir (1) Points

from an X6394A to an X6398A. Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 53. Where is Pc-Check program selected to execute from on the X6270 server blade?

Question à revoir (1) Points

BIOS OS ILOM (*) OBP Correct 54. 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. When replacing the failed fan module, what can be used to pinpoint the failed fan module?

Question à revoir (1) Points

fan fault LED flashing fan OK LED flashing fan fault LED ON (*) fan Locator LED flashing Correct 55. 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. Which type of documents should you review to determine if there are any bugs related to this issue?

Question à revoir (1) Points

ILOM manuals Installation Manual Service Manual FABs and Alerts (*) Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures (Répondez à toutes les questions de cette section.)

56. Which are diagnostic supports a manual mode that allows the user to run individual tests as well as test suites?

Question à revoir (1) Points

U-Boot Oracle VTS POST Pc-Check (*) Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 57. 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. Where can the customer download the IPMItool that has the latest Oracle compatible updates?

Question à revoir (1) Points

http://www.sunsolve.central.sun.com http://www.oracle.com/technetwork/indexes/downloads/index.html (*) http://www.ipmitool.sourceforge.net http://www.ipmi.com Correct 58. 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?

Question à revoir (1) Points

Hot swap the fan. (*) Call in a field technician to replace the fan. Shut down the server to replace the fan. Wait for a maintenance period to shut down the server to replace the fan. Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 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. Select the one most appropriate action plan based on the customer’s information and the solution to their problem. Confirmed that the server supports IPMI and assisted the customer in configuring IPMItool on their server. Sent the customer the ILOM documentation that contains all they needed to know about Oracle's implementation of IPMI. 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. (*) 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. Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.

Question à revoir (1) Points

60. 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?

Question à revoir (1) Points

2 (*) 1 2.5 1.5 Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Exadata WBT ILT (Répondez à toutes les questions de cette section.) 61. Where is the "spine" switch located in the Exadata rack?

Question à revoir (1) Points

upper-middle bottom (*) lower-middle top Incorrect. Refer to the “WZT-6404: Sun Oracle Database Machine: WBT Differences Training Rev C “ training for more information. 62. The customer can choose between Solaris 11 Express and Oracle Enterprise Linux for the Exadata X2-8 database servers.

Question à revoir (1) Points

Vrai (*) Faux Correct 63. What external ports on the Exadata Database Machine are connected to the customer's network? (Choisir toutes les réponses correctes) GigE switch management uplink (*)

Question à revoir (1) Points

Storage Server Net Mgt port KVM uplink port (*) Database server data ports (*) Incorrect. Refer to the “WZT-6404: Sun Oracle Database Machine: WBT Differences Training Rev C “ training for more information. 64. The Exadata Database Machine Half Rack configuration now ships with a 3rd Infiniband Switch located at the bottom of the rack.

Question à revoir (1) Points

Vrai (*) Faux Correct 65. What is the Net0 Ethernet port used for on a storage or database server?

Question à revoir (1) Points

data migration data backup data checks administration (*) Incorrect. Refer to the “WZT-6404: Sun Oracle Database Machine: WBT Differences Training Rev C “ training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Exadata WBT ILT (Répondez à toutes les questions de cette section.) 66. The half-rack can be expanded by cabling additional half-racks together.

Question à revoir (1) Points

Vrai (*) Faux Incorrect. Refer to the “WZT-6404: Sun Oracle Database Machine: WBT Differences Training Rev C “ training for more information. 67. The Exadata X2-8 Database Machine is offered in a full-rack configuration only.ﾠ

Question à revoir (1) Points

Vrai (*) Faux Correct 68. Select two of the utilities that are available for administration of the Exadata Database Machine.

Question à revoir (1) Points

(Choisir toutes les réponses correctes) CellCLI (*) DOS Dcli (distributed CLI) (*) RDP Correct 69. Which response is considered to be the "building block of the massively parallel Exadata Storage Grid?

Question à revoir (1) Points

Exadata Database Server Exadata Storage Server (*) Infiniband Switch F20 PCIe Flash Card Correct 70. The Cisco Gigabit Ethernet Switch is used primarily to

Question à revoir (1) Points

Migrate data into the Database Machine Balance out the rack air-flow Administer the Database Machine (*) Incorrect. Refer to the “WZT-6404: Sun Oracle Database Machine: WBT Differences Training Rev C “ training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Creating Customer Value (Répondez à toutes les questions de cette section.)

71. 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

Question à revoir (1) Points

Sustaining Support Transfer of Information (TOI) Customer Services Catalog Newsletters Customer Success Self-Assessment (*) Incorrect, refer to the Creating Customer Value training for more information 72. This is another resource available to customers designed to promote awareness and understanding of the available support tools and resources to allow you to get the most out of your support investment.

Question à revoir (1) Points

Sustaining Support Transfer of Information (TOI) Newsletters Support Process and Tools advisor webcasts (*) Customer Services Catalog Incorrect, refer to the Creating Customer Value training for more information 73. This resource brings you news, technical content, and technical updates from the various Oracle Support teams. They are created for the purpose of enhancing your service experience with Oracle Support by proactively providing you with valuable information.

Question à revoir (1) Points

Newsletters (*) Transfer of Information (TOI) Sustaining Support Customer Services Catalog Lifetime Support Policy Incorrect, refer to the Creating Customer Value training for more information 74. This stage of Life time Support provides technical support, including access to our online support tools, knowledge bases, and technical support experts. It is available for as long as you license your Oracle products. Lifetime Support Policy Premier Support Extended support Sustaining Support (*) None of the above Incorrect, refer to the Creating Customer Value training for more information

Question à revoir (1) Points

75. This region contains the capability to drill down and see the details for any of the systems in your collected configurations. You can compare point in time history of your systems as well, allowing you to identify any changes that have occurred over time.

Question à revoir (1) Points

Draft Service Request region Systems region (*) Getting started region Service Request region News region Incorrect, refer to the Creating Customer Value training for more information

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Creating Customer Value (Répondez à toutes les questions de cette section.) 76. This is another resource containing recorded discussions during which development outlines functionality included within new product releases.

Question à revoir (1) Points

Transfer of Information (TOI) (*) Newsletters Lifetime Support Policy Sustaining Support Customer Services Catalog Incorrect, refer to the Creating Customer Value training for more information 77. This stage of Life time Support provides maintenance and support of Oracle database, middleware, and application products for 5 years from their general availability date. Lifetime Support Policy Premier Support (*) Extended support Sustaining Support None of the above Incorrect, refer to the Creating Customer Value training for more information

Question à revoir (1) Points

78. Identify the support model described: This support model centered around reactively working customer issues. You work with support on the issue, identify a solution, and then move to implement that solution.

Question à revoir (1) Points

Traditional support model (*) Pro-active support model Predictive support model None of the above All of the above Incorrect, refer to the Creating Customer Value training for more information 79. This region allows for quick and easy monitoring of all your open issues right at the dashboard.

Question à revoir (1) Points

Getting started region News region Draft Service Request region Knowledge region Service Requests region (*) Incorrect, refer to the Creating Customer Value training for more information 80. From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how to mitigate that risk.

Question à revoir (1) Points

System Health Region (*) Getting started region News Region Service Request region Draft Service Request region Incorrect, refer to the Creating Customer Value training for more information

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Creating Customer Value

(Répondez à toutes les questions de cette section.) 81. 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).

Question à revoir (1) Points

Getting started region News region Knowledge region Draft Service Request region Projects region (*) Incorrect, refer to the Creating Customer Value training for more information Oracle's Lifetime Support Policy (Répondez à toutes les questions de cette section.) 82. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support.

Question à revoir (1) Points

Vrai Faux (*) Corrrect 83. Extended Support has a what % uplift over the current Premier support fee for the first year of the Extended Support period.

Question à revoir (1) Points

20% 10% (*) 2% 5% 15% Corrrect 84. Extended Support is provided for an how many additional years after Premier Support ends?

Question à revoir (1) Points

3 years (*) No limit 5 years 1 Year 8 Years Corrrect MVSP Overview (Répondez à toutes les questions de cette section.) 85. A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with BOTH Oracle and a participating Partner.

Question à revoir

(1) Points Vrai (*) Faux Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. MVSP Overview (Répondez à toutes les questions de cette section.) 86. Which of the following is the support challenges at the multiple vendor computing environment?

Question à revoir (1) Points

Complexity of MVS environments Rising Multi-Vendor Support Activity Expanding call Resolution Times Prohibitive Training Demands for technical analysts none of the above (*) All of the above Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 87. 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 Oracle Partners as part of their OPN membership. 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 multivendor 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. Useful MVSP enrollment information can be found on the OPN portal under Support > Learn About Support Offerings and Benefits. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 88. Which of the following statements are Partner requirements for collaboration in the Multi-Vendor Support Program (MVSP)? (Choisir toutes les réponses correctes)

Question à revoir (1) Points

Partner must direct Mutual Customers to contact Oracle Support directly on Oracle-related issues. As part of the MVSP, Partners have the option of collaborating with Oracle Support on a Mutual Customer support issue. Partner must provide and maintain standard contact and escalation information for the MVSP. (*) Partner must provide the Mutual Customer’s support identification number when collaborating with Oracle Support. (*) Partner must establish their own severity levels and response timeframes for Mutual Customer support issues. Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 89. which year was TSANet established?

Question à revoir (1) Points

1994 1991 1992 1990 1993 (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. Oracle Support Basics (Répondez à toutes les questions de cette section.) 90. Before raising an SR which of the following would you not need to do?

Question à revoir (1) Points

Ensure you understand the business impact Check My Oracle Support for any resolutions to similar issues Run diagnostic tools Set up an Oracle Collaborative Support session (*) Incorrect, refer to the Oracle Support Basics training for more information

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Oracle Support Basics (Répondez à toutes les questions de cette section.)

91. When can you log a SR via My Oracle Support?

Question à revoir (1) Points

It depends on the level of your Support service Every Day, 9am to 5.30 pm 24x7 (*) Monday to Friday, 9am to 5.30 pm Correct 92. Who controls My Oracle Support access for your CSI?

Question à revoir (1) Points

Oracle Sales team Customer Users Administrator for your CSI (*) Your Oracle Partner Manager Oracle Support Engineer Incorrect, refer to the Oracle Support Basics training for more information 93. When should a SR severity be changed?

Question à revoir (1) Points

Never When escalating a SR As soon as the SR is opened When the impact on the business changes (*) Incorrect, refer to the Oracle Support Basics training for more information 94. What is the most effective way to escalate a SR?

Question à revoir (1) Points

Update SR in My Oracle Support and then call into Support (*) Call into Support Update My Oracle Support Via your Oracle Account Manager Incorrect, refer to the Oracle Support Basics training for more information 95. True or False? The first level of escalation will bring Support Management attention to your SR Vrai (*) Faux Correct

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Question à revoir (1) Points

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Oracle Support Basics (Répondez à toutes les questions de cette section.) 96. 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 97. If you wish to escalate further up the Oracle Management chain what must you have in place?

Question à revoir (1) Points

OCS session arranged Authorisation from your Oracle Account Manager Escalation contacts further up your internal organisation (*) An additional business case Correct 98. True or False? An SR should be escalated when the severity assigned does not reflect the true business impact

Question à revoir (1) Points

Vrai Faux (*) Incorrect, refer to the Oracle Support Basics training for more information My Oracle Support (Répondez à toutes les questions de cette section.) 99. When creating a new Service Request, you can autofill your request using

(Choisir toutes les réponses correctes) Existing Service Request (*) Service Request Profile (*) Default SR Profile System Configuration (*) Project Information Corrrect

Question à revoir (0) Points

100. How many filters can you add using PowerView

Question à revoir (0) Points

5 10 1 None As many as you need (*) Corrrect

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. My Oracle Support (Répondez à toutes les questions de cette section.) 101. If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means that

Question à revoir (0) Points

Your CUA did not give you privilege to view Patch Recommendations You did not properly set up your region to display Patch Recommendations None of the Above There are no recommended patches you need to install into your environment Your profile does not include a CSI with configuration data collected/uploaded by collectors (*) Corrrect 102. In what ways can you customize your dashboard

None of the above (*) Minimize and maximize regions Drag and drop regions Sort attributes ascending or descending All of the above Corrrect My Oracle Support Community (Répondez à toutes les questions de cette section.)

Question à revoir (0) Points

103. This is the region where the message from an Oracle Executive is often highlighted.

Question à revoir (1) Points

The Spotlight region (*) The Getting started region The News and Announements region The Tags region The Recent content region Correct 104. 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 Discussions and Documents tab People finder tab (*) Private Messages tab Profile tab Incorrect. Refer to the My Oracle Support Community training for more information. 105. 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

Question à revoir (1) Points

Vrai (*) Faux Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. My Oracle Support Community (Répondez à toutes les questions de cette section.) 106. 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. Vrai (*)

Question à revoir (1) Points

Faux Incorrect. Refer to the My Oracle Support Community training for more information. 107. This is the region where the Community Members can follow as their rank grows through their continued community participation.

Question à revoir (1) Points

The Recent content region The Tags region The Getting started region The News and Announements region The Rank region (*) Incorrect. Refer to the My Oracle Support Community training for more information. 108. The Main Community Home Page contains links to new member orientation resources, recorded trainings, FAQs, and a variety of other helpful resources for those of you just starting out in the communities.

Question à revoir (1) Points

Vrai (*) Faux Correct Oracle Collaborative Support Program (Répondez à toutes les questions de cette section.) 109. Voice streaming enables the host to broadcast his voice to attendees, and the attendees can listen to the host either through their telephone or through their PC speakers.

Question à revoir (1) Points

Vrai (*) Faux Correct 110. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email.

Question à revoir (1) Points

Vrai (*) Faux Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level

of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Oracle Collaborative Support Program (Répondez à toutes les questions de cette section.) 111. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely.

Question à revoir (1) Points

Vrai (*) Faux Incorrect. Refer to the Collaborative Support Program Overview training for more information. How to Escalate a Service Request within Oracle Support (Répondez à toutes les questions de cette section.) 112. A Customer should ensure the following before requesting for a Service Request Escalation

Question à revoir (0) Points

Update SR with milestone date Assess the appropriateness of severity level Update SR with business impact Review the Service Request for correctness of problem statement All of the above (*) Correct 113. Escalation Process should be used for

Question à revoir (0) Points

Arranging for a call from Sales Team or your Account Manager Increasing the severity of your Service Request to 1 All of the above Arranging on-site assistance Draw higher level of attention to business critical issue from Oracle Support Management. (*) Correct Customer Service Soft-skills Training Best Practices (Répondez à toutes les questions de cette section.) 114. Customer Loyalty propels your company forward increasing sales and profitability.

Question à revoir (1) Points

Vrai (*) Faux Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 115. Effective Communication skills are NOT essential in developing satisfied customers.

Question à revoir (1) Points

Vrai Faux (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Customer Service Soft-skills Training Best Practices (Répondez à toutes les questions de cette section.) 116. Not having answers or know how to obtain information in a timely manner contribute to customer frustration.

Question à revoir (1) Points

Vrai (*) Faux Correct 117. Select ALL important points to consider to ensuring a productive relationship with your customers.

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Under promise and over deliver (*) Teach and develop time-management skills for your employees – prioritization of tasks, urgency vs impact (*) Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*) Teach the customer how to better interact with your processes (*) Define and structure service provided – what is provided and how, time lines, milestones (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 118. 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.

Question à revoir (1) Points

Vrai (*) Faux Correct 119. It is good communication practice to train staff to shield customers from internal issues – maintain professionalism and confidence when in front of customer if

Question à revoir

internal roadblocks are encountered.

(1) Points

Vrai (*) Faux Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 120. Benefits of Customer Soft-Skills training program will enable partners to:

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Help to develop and improve skills communications (*) Better understand customer expectations (*) Achieve industry leadership (*) Create a supreme ownership experience to their end customers (*) Become recognized part of a high performing organization (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information.

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Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-301: X64 Server System Overview (Répondez à toutes les questions de cette section.) 1. 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?

Question à revoir (1) Points

DDR2 DDR3 (*) FBDIMM DDR1 Correct 2. 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. Which action plan lists the steps taken to 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 with a FRU to replace the part. Dispatched TSC person with a CRU 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 field person with a FRU to replace the part. Correct 3. 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.

Question à revoir (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 4. 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?

Question à revoir (1) Points

1U rack server 4U rack server 8U rack server 2U rack server (*) Correct 5. 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. Which link provides direct access to a document 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 Page 1 sur 24

Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-301: X64 Server System Overview (Répondez à toutes les questions de cette section.) 6. Which rackmount server supports a service processor on an optional daughter card?

Question à revoir (1) Points

Sun Fire X4450 Sun Fire X2250 Sun Blade X6275 Sun Fire X4240 Sun Fire X2270 (*) 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. According to your resources, what is the weight of this server?

Question à revoir (1) Points

70 lbs/31.8 kg fully populated (*) 46.6 lb/21.1 kg fully populated 66.1 lb/30 kg fully populated 56.3 lb./25.6 kg fully populated Correct 8. 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?

Question à revoir (1) Points

Does the system have a memory problem? What is the current memory configuration? (*) Does the customer have DIMMs available to upgrade the system? Where is the system located? Correct 9. 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. 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. (*) Directed the customer to the Oracle Documentation website. Provided the information to the customer from the getting started guide for this server.

Question à revoir (1) Points

Passed the customer issue to the back-line engineers. 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. What are the most effective locations to find information related to this problem (select 2)?

Question à revoir (1) Points

(Choisir toutes les réponses correctes) http://www.oracle.com/technetwork/documentation/index.html (*) http://oraclecorp.com http://my.oracle.com https://support.us.oracle.com/handbook_internal/index.html (*) Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-301: X64 Server System Overview (Répondez à toutes les questions de cette section.) 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)?

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Programming Manual Product notes Service Manual (*) Administration Manual Installation Manual (*) Incorrect. Refer to the X64 Server System Overview training for more information. 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? https://support.us.oracle.com/handbook_internal/index.html (*) http://ilearning.oracle.com

Question à revoir (1) Points

http://www.oracle.com/technetwork/indexes/downloads/index.html http://www.oracle.com Correct 13. 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. Using your resources, what is the correct part number for the replacement fan module?

Question à revoir (1) Points

541-2125 541-3539 (*) 371-4679 541-2112 541-2802 Correct 14. 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?

Question à revoir (1) Points

Vrai Faux (*) Correct 15. Which disk bus is supported on the Sun Fire X2270 server without adding addition PCIe cards?

Question à revoir (1) Points

SCSI IDE SAS SATA (*) Correct

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Page 3 sur 24

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Répondez à toutes les questions de cette section.)

16. Which of the following cannot be found within an Installation Guide?

Question à revoir (1) Points

Product replacement procedures (*) Product specifications All of the above Product installation procedures Correct 17. 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)?

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Administrative Guide Alerts (*) Installation Guide Service manual Field Action Bulletins (FAB) (*) Correct 18. Which document would you use to find the rack mount procedure of the Sun Server X3-2L (Sun Fire X4270 Server M3)?

Question à revoir (1) Points

Getting Started Guide Installation Guide (*) OS Installation Guide Service Manual Correct 19. 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?

Question à revoir (1) Points

Doc ID 1000873.1 (FAB) Doc ID 1017415.1 (FAB) Doc ID 1001307.1 (FAB) Doc ID 1000817.1 (FAB) (*) Correct 20. 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? Doc ID 1001128.1 (FAB) Doc ID 1369835.1 (Alert) Doc ID 1000523.1 (FAB) (*)

Question à revoir (1) Points

Doc ID 1001342.1 (FAB) Correct

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Page 4 sur 24

Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Répondez à toutes les questions de cette section.) 21. 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?

Question à revoir (1) Points

(Doc ID 1019713.1 (FAB) Doc ID 1001128.1 (FCO) (*) Doc ID 1397124.1 (ALERT) Doc ID 1019279.1 (FAB) Correct 22. 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 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 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. Which component is called out by the document as the source of the problem?

Question à revoir (1) Points

Power supplies (*) Fans Chassis slot Server blade Correct 24. 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

Question à revoir

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) Points

OS software Older PC Check versions (*) SP and ILOM firmware SP and BIOS firmware Correct 25. 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?

Question à revoir (1) Points

Customer is reporting that his Sun Blade 6000 Modular System is intermittently shutting down. Customer called to get a replacement Sun Blade X6250 server blade because it is intermittently shutting down Customer is reporting an intermittent AC power problem Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. (*) Correct

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Page 5 sur 24

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Répondez à toutes les questions de cette section.) 26. 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.

Question à revoir (1) Points

The Doc ID 1001128.1 (FCO) is a possible cause and solution to the customer’s problem. This FAB was referenced in the call. (*) Ordered a new power supply for the customer. Provided the customer with the document that lists the steps to solve his problem. The Alert 243486 is a possible cause and solution to the customer’s problem. This Alert was referenced in the call. Correct 27. Which of the following can be included in FABs?

Field Information Notice (FINs)

Question à revoir (1) Points

All of the above (*) Field Change Orders (FCOs) Hardware issues Correct 28. 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?

Question à revoir (1) Points

Ordered new disk replacement for the customer. Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and LSI 1064 BIOS = 6.06.06A or greater. (*) Asked the customer to apply the latest operating system patches Asked the customer to replace the server’s motherboard Correct 29. 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)?

Question à revoir (1) Points

Vrai (*) Faux 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 action plan lists the steps taken to solve the customer's problem?

Question à revoir (1) Points

Ordered a new DIMMs for the customer. 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. (*) Scheduled maintenance time with the customer to replace faulty DIMMs called out by PcCheck. Provided the customer with the document to use that lists the steps to solve the problem. Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

WZD-SSX64-303: X64 Server Locating and Interpreting Service Procedures (Répondez à toutes les questions de cette section.) 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. Assume that the Alert Doc ID 1020437.1 is the problem. What should you recommend to the customer?

Question à revoir (1) Points

Check for power supply date code by performing the hot swap of the power supplies. (*) Perform a cold swap of the power supply at your earliest convenience. Wait for a maintenance period to perform the cold swap of the failed power supply. Have a Oracle service personnel perform the hot swap of the power supply. Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 32. 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?

Question à revoir (1) Points

Remove the disk closest to the power supply. Slide the server out of the rack Move the cable management arm (*) Power off the server Correct 33. 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 X32B (X6270 M3) part number that needs to be ordered?

Question à revoir (1) Points

599-3725 371-4885 7020774 7038932 (*) Correct 34. 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? 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 The power supply green OK LED is flashing Correct

Question à revoir (1) Points

35. 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 list of commands does the customer use to configure and activate the management network port using a static IP address?

Question à revoir (1) Points

cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set commitpending=true set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set commitpending=true (*) cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=true Correct

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Page 7 sur 24

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-303: X64 Server Locating and Interpreting Service Procedures (Répondez à toutes les questions de cette section.) 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. Which document contains the procedures to perform this task?

Question à revoir (1) Points

Service and HW Installation manual (*) Programming manual FABs and Alerts OS Installation manual Correct 37. 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. Select the one problem statement that characterizes the field technician’s problem. Field technician needs assistance replacing the X6270 M3 server blade as a hot swap action. Field technician needs to provide the customer the part number to a new X6270 M3 server blade. Field technician needs assistance identifying and ordering a replacement part for a failed X6270 M3 server blade and assistance with its replacement. (*)

Question à revoir (1) Points

Field technician needs assistance in determining what is the replacement part number for the X6270 M3 server blade. Correct 38. Which ILOM command or navigation path can display the current state of the system indicators on a server or server blade?

Question à revoir (1) Points

System Indicators --> Indicators cd /BRD/indicator ; show System Monitoring --> Indicators (*) cd /SYS/indicator ; display Correct 39. 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?

Question à revoir (1) Points

Has this power supply failed in the past? The manufacturer of the power supply The part number and date code of the power supply (*) Whether the power supply is AC or DC Correct 40. 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 action does NOT need to be performed in the Sun Blade X3-2B (X6270 M3) removal process?

Question à revoir (1) Points

Power down the Sun Blade 6000 Modular System chassis (*) Remove any front panel cabling Pull open the server blade's top and bottom handles. Hold down the power button on the server blade for 4 seconds or perform a stop /SYS ILOM command Correct

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Page 8 sur 24

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-303: X64 Server Locating and Interpreting Service Procedures (Répondez à toutes les questions de cette section.)

41. 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?

Question à revoir (1) Points

REM (if present) DIMMs Internal disk cabling (*) HDDs Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 42. 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?

Question à revoir (1) Points

Alerts Product notes page 10 Installation manual Field Action Bulletins (FAB) Service manual (*) 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. Which type of documents should you review to determine if it is safe to perform a power supply hot swap?

Question à revoir (1) Points

FABs, Alerts, and Service Manual (*) Installation Manual Programming Manual ILOM Manual 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. How would you describe the location of the network management 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 SER MGT The RJ-45 connector on the rear of the server labeled SER MGT The RJ-45 connector on the front of the server labeled NET MGT Correct 45. Which source of information is not needed for an initial on-site installation of an X4600 M2 server?

Question à revoir

(1) Points Getting Started Manual Programming Manual (*) Installation Guide Enterprise Installation Standards (EIS) Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information.

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Page 9 sur 24

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures (Répondez à toutes les questions de cette section.) 46. 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. Select the problem statement that characterizes the customer's problem.

Question à revoir (1) Points

The customer needs assistance in determining the nature of the fan failure message and how to order a replacement. The customer needs assistance in determining the nature of the fan failure message and course of action to take. (*) The customer needs assistance in ordering a fan module replacement. The customer needs assistance in determining the nature of the fan failure message. Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 47. 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. Where can the customer 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.ipmi.com http://www.sunsolve.central.sun.com Correct 48. 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. Which fan

Question à revoir (1) Points

module and fan board does this sensor belong to? fan module 0 and fan board 2 fan module 2 and fan board 1 (*) fan module 1 and fan board 1 fan module 0 and fan board 0 Correct 49. 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). Which utility does NOT support host memory tests?

Question à revoir (1) Points

U-Boot (*) Oracle VTS POST Pc-Check Correct 50. BIOS is hosted by ILOM.

Question à revoir (1) Points

Vrai Faux (*) Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures (Répondez à toutes les questions de cette section.) 51. A customer called the service center with a critical problem. He has a X4250 server has been crashing intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the upgrade. Select the action plan that lists the steps taken to solve the customer's problem. Dispatched a field engineer to diagnose the customer's CPU problem. Reviewed the FABs and Alerts and found no related issues. Dispatched a field engineer to reverse the CPU upgrade back to the X6394A. Reviewed the FABs and Alerts and found no related issues. Had the customer run some Oracle VTS CPU diagnostics to isolate the problem. Referred the customer to the MOS knowledge repository. (*)

Question à revoir (1) Points

Correct 52. Which is not a U-Boot mode of operation?

Question à revoir (1) Points

Manual (*) Quick Extended Normal Correct 53. 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?

Question à revoir (1) Points

SunVTS POST Pc-Check U-Boot (*) Correct 54. 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?

Question à revoir (1) Points

1 2 (*) 2.5 1.5 Correct 55. 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)?

Question à revoir (1) Points

Vrai Faux (*) Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field

Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures (Répondez à toutes les questions de cette section.) 56. 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?

Question à revoir (1) Points

Hot swap the fan. (*) Shut down the server to replace the fan. Call in a field technician to replace the fan. Wait for a maintenance period to shut down the server to replace the fan. Correct 57. 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 problem statement that characterizes the customer's problem.

Question à revoir (1) Points

Customer needs assistance on how to locate a failed DIMM on his X4170 M3 server. Customer needs someone onsite to diagnose and fix his X4170 M3 server memory problem. Customer needs assistance on which diagnostics are available to test his X4170 M3 server memory. (*) Customer needs assistance on how to upgrade his X4170 M3 server memory. Correct 58. 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. Which function is NOT supported by IPMI?

Question à revoir (1) Points

Display an IPMI log Display current indicator values Display O/S login information (*) Display current sensor values Correct 59. 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. Emailed the customer the documentation link (http://www.oracle.com/technetwork/indexes/documentation/index.html ) to the diagnostics guide. 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. (*) Suggested to the customer that he run spdiags to test the X2270 disks.

Question à revoir (1) Points

Collected the customer's information, recorded it, and passed the call to the backline engineers. Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 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. Select the problem statement that characterizes the customer's problem.

Question à revoir (1) Points

Customer's X4250 server CPU upgrade to an X6398A is causing his server to crash. Customer’s X4250 server is crashing intermittently since the CPUs were upgraded from X6394As to X6398As. (*) Customer needs a field technician to reverse his X4250 server CPU upgrade from an X6394A to an X6398A. Customer wants a CPU upgrade from an X6394A to a X6398A on this X4250 server. Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Exadata WBT ILT (Répondez à toutes les questions de cette section.) 61. The Exadata database and storage servers communicate using the iDB protocol over the Infiniband network.

Question à revoir (1) Points

Vrai (*) Faux Correct 62. Cables for expanding up to 3 full racks are included in the shipping materials

Question à revoir (1) Points

Vrai (*) Faux Correct 63. What is the Net0 Ethernet port used for on a storage or database server?

data backup data checks

Question à revoir (1) Points

data migration administration (*) Correct 64. The half-rack can be expanded by cabling additional half-racks together.

Question à revoir (1) Points

Vrai (*) Faux Correct 65. Where is the "spine" switch located in the Exadata rack?

Question à revoir (1) Points

bottom (*) upper-middle lower-middle top Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Exadata WBT ILT (Répondez à toutes les questions de cette section.) 66. Select two of the utilities that are available for administration of the Exadata Database Machine.

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Dcli (distributed CLI) (*) CellCLI (*) DOS RDP Correct 67. The Cisco Gigabit Ethernet Switch is used primarily to

Question à revoir (1) Points

Balance out the rack air-flow Migrate data into the Database Machine Administer the Database Machine (*) Correct 68. Which response is considered to be the "building block of the massively parallel Exadata Storage Grid?

Question à revoir (1) Points

F20 PCIe Flash Card Exadata Database Server Infiniband Switch Exadata Storage Server (*) Correct 69. The Exadata Database Machine Half Rack configuration now ships with a 3rd Infiniband Switch located at the bottom of the rack.

Question à revoir (1) Points

Vrai (*) Faux Correct 70. The customer can choose between Solaris 11 Express and Oracle Enterprise Linux for the Exadata X2-8 database servers.

Question à revoir (1) Points

Vrai (*) Faux Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Creating Customer Value (Répondez à toutes les questions de cette section.) 71. Product Information Centers are one stop shops maintained within our knowledge base that contain information about specific products and releases. Vrai (*) Faux

Question à revoir (1) Points

Corrrect 72. This region from the dashboard provides an overall view of system health across the enterprise, configuration, or specific targets based on how you have set up your dashboard. This region is only available to those customers who are taking advantage of the Configuration Manager.

Question à revoir (1) Points

Draft Service Request region Service Request region Getting started region News Region System Health Region (*) Incorrect, refer to the Creating Customer Value training for more information 73. 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:

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Identifying collections of patches which a customer might want to consider applying as a group. (*) Ability to view and download patches from the Patch Recommendations and Search capability Viewing Patch and Update Information in the My Oracle Support interface (*) You will be presented with information about how many customers have downloaded that particular patch. (*) Provides Patch Recommendations making it easier to obtain and deploy fixes for known critical issues (*) Search for patches by Patch Number, Product, Product Family and Saved Searches through the Simple Search option (*) Incorrect, refer to the Creating Customer Value training for more information 74. This is another resource containing recorded discussions during which development outlines functionality included within new product releases.

Question à revoir (1) Points

Newsletters Transfer of Information (TOI) (*) Customer Services Catalog Lifetime Support Policy Sustaining Support Corrrect 75. 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). Getting started region Draft Service Request region News region Projects region (*)

Question à revoir (1) Points

Knowledge region Corrrect

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Creating Customer Value (Répondez à toutes les questions de cette section.) 76. True or False. Browse knowledge allows users to navigate through the product hierarchy to specific folders of content in order to eliminate noisy results generated from generic queries against the entire knowledge base. Searching the knowledge base using the browser feature is a support best practice and is the best way to access product specific information.

Question à revoir (1) Points

Vrai (*) Faux Corrrect 77. From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how to mitigate that risk.

Question à revoir (1) Points

Service Request region Getting started region System Health Region (*) News Region Draft Service Request region Corrrect 78. 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. Knowledge Base (*) Dashboard tab Communtiy tab Patches & Updates tabb Service Request tab Corrrect

Question à revoir (1) Points

79. It is an integrated, multichannel, online collaboration portal that leverages the latest Web 2.0 technologies to provide real-time access to Oracle’s knowledge repository. It is a venue where customers exchange knowledge with an extensive network of peers and Oracle experts.

Question à revoir (1) Points

Configuration manager My Oracle Support Community (*) DB Upgrade companion Support Diagnostics Tools Maintenance Wizard Corrrect 80. This stage of Life time Support provides maintenance and support of Oracle database, middleware, and application products for 5 years from their general availability date.

Question à revoir (1) Points

Lifetime Support Policy Premier Support (*) Extended support Sustaining Support None of the above Corrrect

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Creating Customer Value (Répondez à toutes les questions de cette section.) 81. 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 Oracle's Lifetime Support Policy (Répondez à toutes les questions de cette section.) 82. Lifetime Support supports you at Every Stage of the Applications Life Cycle

Question à revoir (1) Points

Vrai (*) Faux Corrrect 83. While in Sustaining Support, the pricing is equal to pricing as if in Premier Support

Question à revoir (1) Points

Vrai (*) Faux Incorrect. Refer to the Lifetime Support training for more information. 84. Certifications of New Oracle Products 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 Incorrect. Refer to the Lifetime Support training for more information. MVSP Overview (Répondez à toutes les questions de cette section.) 85. A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with BOTH Oracle and a participating Partner.

Question à revoir (1) Points

Vrai (*) Faux Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. MVSP Overview (Répondez à toutes les questions de cette section.) 86. 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.

Question à revoir (1) Points

Vrai Faux (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 87. Which of the following statements are Partner requirements for collaboration in the Multi-Vendor Support Program (MVSP)?

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Partner must provide the Mutual Customer’s support identification number when collaborating with Oracle Support. (*) Partner must provide and maintain standard contact and escalation information for the MVSP. (*) Partner must direct Mutual Customers to contact Oracle Support directly on Oracle-related issues. Partner must establish their own severity levels and response timeframes for Mutual Customer support issues. As part of the MVSP, Partners have the option of collaborating with Oracle Support on a Mutual Customer support issue. Correct 88. As an active OPN member, you are automatical become OPN-MVSP benefit.

Question à revoir (1) Points

Vrai Faux (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 89. MVSP can be a replacement for support

Question à revoir (1) Points

Vrai Faux (*) Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. Oracle Support Basics (Répondez à toutes les questions de cette section.) 90. True or False? Escalating an SR and raising the severity of a SR have exactly the same impact

Question à revoir (1) Points

Vrai Faux (*) Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment

Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Oracle Support Basics (Répondez à toutes les questions de cette section.) 91. What can you expect following an escalation request?

Question à revoir (1) Points

Oracle Support manager telephones you to discuss your problem and agree to an action plan (*) Oracle Consultant onsite within 24 hours Support Engineer passes SR to another engineer 24x7 working until problem resolved Incorrect, refer to the Oracle Support Basics training for more information 92. What is Oracle's on-line Support Service?

Question à revoir (1) Points

OPN Premier My Oracle Support (*) Service Request Incorrect, refer to the Oracle Support Basics training for more information 93. Who retains ownership of the SR?

Question à revoir (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 Incorrect, refer to the Oracle Support Basics training for more information 94. When a problem in an SR is putting a project milestone at risk when would be the most effective time to escalate?

Question à revoir (1) Points

As soon as the SR is raised 7-14 days before the milestone (*) 24 hours before the milestone 2 days before the milestone Incorrect, refer to the Oracle Support Basics training for more information 95. To request Severity 1 Support what should you have in place?

Question à revoir

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

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Oracle Support Basics (Répondez à toutes les questions de cette section.) 96. How do you report a bug to Oracle Development

Question à revoir (1) Points

Contact Development direct Contact Development via Oracle Partner Manager 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 (*) Incorrect, refer to the Oracle Support Basics training for more information 97. Which of the following is not normally provided via My Oracle Support

Question à revoir (1) Points

Access to SR logging Certified Advantage Partner Criteria (*) Diagnostic Tests Certification information Incorrect, refer to the Oracle Support Basics training for more information 98. Which 3 of the following does My Oracle Support allow you access to?

(Choisir toutes les réponses correctes) Bug information (*) Oracle Education Schedules

Question à revoir (1) Points

Oracle User Community (*) Patches (*) Correct My Oracle Support (Répondez à toutes les questions de cette section.) 99. The Service Request Home Page contains Service Requests, Draft Service Requests and Bug Summary

Question à revoir (0) Points

Vrai (*) Faux Corrrect 100. In what ways can you customize your dashboard

Question à revoir (0) Points

Minimize and maximize regions None of the above (*) Sort attributes ascending or descending Drag and drop regions All of the above Corrrect

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. My Oracle Support (Répondez à toutes les questions de cette section.) 101. Lifecycle PowerView Filter requires Configuration

Question à revoir (0) Points

Vrai (*) Faux Corrrect 102. Oracle recommends that customers install CPU Patches immediately

Question à revoir (0) Points

Vrai (*) Faux Corrrect My Oracle Support Community (Répondez à toutes les questions de cette section.) 103. This tab in My Oracle Support community allows you to search or browse for other members of the community

Question à revoir (1) Points

Discussions and Documents tab Private Messages tab Tags tab Profile tab People finder tab (*) Correct 104. This is the region where the message from an Oracle Executive is often highlighted.

Question à revoir (1) Points

The Tags region The Recent content region The News and Announements region The Spotlight region (*) The Getting started region Correct 105. 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

Question à revoir (1) Points

False True (*) Response 3 Response 4 Response 5 Incorrect. Refer to the My Oracle Support Community training for more information.

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field

Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. My Oracle Support Community (Répondez à toutes les questions de cette section.) 106. This business tool - My Oracle Support Community gives you:-

Question à revoir (1) Points

(Choisir toutes les réponses correctes) 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 Incorrect. Refer to the My Oracle Support Community training for more information. 107. The Main Community Home Page contains links to new member orientation resources, recorded trainings, FAQs, and a variety of other helpful resources for those of you just starting out in the communities.

Question à revoir (1) Points

Vrai (*) Faux Correct 108. This tab in My Oracle Support community shows recently created communities content.

Question à revoir (1) Points

Tags tab Discussions and Documents tab (*) Profile tab People finder tab Private Messages tab Incorrect. Refer to the My Oracle Support Community training for more information. Oracle Collaborative Support Program (Répondez à toutes les questions de cette section.) 109. In the OWC Toolbar , click on the following to enable Desktop Sharing

Share ‘Entire Desktop’ (*) Conference Details button Attendee drop down list Share 'Nothing' Chat icon

Question à revoir (1) Points

Incorrect. Refer to the Collaborative Support Program Overview training for more information. 110. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email.

Question à revoir (1) Points

Vrai (*) Faux Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Oracle Collaborative Support Program (Répondez à toutes les questions de cette section.) 111. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely.

Question à revoir (1) Points

Vrai (*) Faux Correct How to Escalate a Service Request within Oracle Support (Répondez à toutes les questions de cette section.) 112. A Customer should ensure the following before requesting for a Service Request Escalation

Question à revoir (0) Points

Update SR with milestone date Review the Service Request for correctness of problem statement Assess the appropriateness of severity level All of the above (*) Update SR with business impact Correct 113. When a Service Request meets the de-escalation criteria or is no longer critical , the Escalation Owner can de-escalate it , with your agreement. Vrai (*)

Question à revoir (0) Points

Faux Correct Customer Service Soft-skills Training Best Practices (Répondez à toutes les questions de cette section.) 114. When reviewing communication standards in your company it’s important to review and address the following subject. List all that applies.

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Speak in a tone that offers support and confidence. (*) Understand how to properly address conflict and issues to defuse emotion (*) Use different vocabularies for addressing managers vs high tech database administrator (*) Develop protocol for conducting and managing conference calls (*) Observe proper etiquette in address customers. (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 115. A great deal of customer escalations can be prevented by awareness of customer on knowing what to expect. .

Question à revoir (1) Points

Vrai (*) Faux Correct

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Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte. This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter. Customer Service Soft-skills Training Best Practices (Répondez à toutes les questions de cette section.) 116. Customer Loyalty propels your company forward increasing sales and profitability.

Question à revoir (1) Points

Vrai (*) Faux Correct 117. To define the difference between mediocre companies, poor performers and Market Leaders

Question à revoir

(1) Points (Choisir toutes les réponses correctes) Understand the difference between customer’s needs and wants (*) Know when to say no professionally to customer requests and providing alternate solutions (*) Create world-class customer contact (*) Understand the concept that business cannot exist without satisfied customers who help sustain revenues (*) Set reasonable and measureable expectations with their customers (*) Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 118. What are softskills? Soft Skills let your customers know: (Select all that applies).

Question à revoir (1) Points

(Choisir toutes les réponses correctes) 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 Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 119. High Customer Satisfaction means:

Question à revoir (1) Points

(Choisir toutes les réponses correctes) Reducing the number of service requests (*) Reducing the time to resolve issues (*) Lowering the number of escalation (*) 1 & 2 only None of the above Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 120. It is good communication practice to train staff to shield customers from internal issues – maintain professionalism and confidence when in front of customer if internal roadblocks are encountered. Vrai (*) Faux Correct

Précédent

Page 24 sur 24

Récapitulatif

Question à revoir (1) Points

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Répondez à toutes les questions de cette section.)

26. 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?

Question à revoir (1) Points

Server blade Power supplies (*) Fans Chassis slot

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). Which problem statement characterizes the customer's problem?

Customer is having memory problems.. Customer’s PcCheck does not recognize a faulty DIMM. (*) Customer’s ILOM firmware needs to be upgraded.

Question à revoir (1) Points

Customer BIOS firmware needs to be upgraded.

Correct

28. 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 problem statement characterizes the customer's problem?

Question à revoir (1) Points

Customer cannot access BIOS Customer’s server cannot boot. Customer needs has a hardware problem interfering with access to the LSI utility (*) Customer cannot access the LSI Configuration utility

Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information.

29. 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?

Question à revoir (1) Points

Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. (*) Customer is reporting an intermittent AC power problem Customer is reporting that his Sun Blade 6000 Modular System is intermittently shutting down. Customer called to get a replacement Sun Blade X6250 server blade because it is intermittently shutting down

Correct

30. 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 ?

Hardware Specifications

Question à revoir (1) Points

Field Action Bulletins (FABs) Full Components List (*) Problem Resolution

Correct

Précédent Page 6 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures (Répondez à toutes les questions de cette section.)

46. 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. Select the problem statement that characterizes the customer's problem.

The customer needs assistance in ordering a fan module replacement. The customer needs assistance in determining the nature of the fan failure message. The customer needs assistance in determining the nature of the fan failure message and course of action to take. (*) The customer needs assistance in determining the nature of the fan failure message and how to order a replacement.

Question à revoir (1) Points

Correct

47. 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?

Question à revoir (1) Points

Call in a field technician to replace the fan. Wait for a maintenance period to shut down the server to replace the fan. Shut down the server to replace the fan. Hot swap the fan. (*)

Correct

48. 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 a problem statement that characterizes the customer's issue.

Question à revoir (1) Points

Customer needs assistance locating diagnostics that can isolate a disk failure. (*) Customer needs assistance locating the X2270 server disk that has failed. Customer needs assistance upgrading the storage on his X2270 server. Customer needs assistance in ordering a replacement disk.

Correct

49. 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. Which, if any, of the documents listed related to this issue?

Doc ID 1021983.1 Doc ID 1020990.1

Question à revoir (1) Points

None of these documents (*) Doc ID 1020437.1

Correct

50. 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. Which type of documents should you review to determine if there are any bugs related to this issue?

Question à revoir (1) Points

FABs and Alerts (*) Installation Manual ILOM manuals Service Manual

Correct

Précédent Page 10 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

WZD-SSX64-304: X64 Server Locating and Interpreting Troubleshooting Procedures (Répondez à toutes les questions de cette section.)

51. 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)?

Question à revoir (1) Points

Vrai Faux (*)

Correct

52. Which diagnostic tests the SP hardware during SP initialization? Question à revoir (1) Points

Oracle VTS POST Pc-Check U-Boot (*)

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 Sun Server X3-2 (X4170 M3 server). Select the problem statement that characterizes the customer's problem.

Customer needs someone onsite to diagnose and fix his X4170 M3 server memory problem. Customer needs assistance on how to upgrade his X4170 M3 server memory. Customer needs assistance on which diagnostics are available to test his X4170 M3 server memory. (*) Customer needs assistance on how to locate a failed DIMM on his X4170 M3 server.

Correct

Question à revoir (1) Points

54. 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.

Question à revoir (1) Points

Customer’s X4250 server is crashing intermittently since the CPUs were upgraded from X6394As to X6398As. (*) Customer's X4250 server CPU upgrade to an X6398A is causing his server to crash. Customer needs a field technician to reverse his X4250 server CPU upgrade from an X6394A to an X6398A. Customer wants a CPU upgrade from an X6394A to a X6398A on this X4250 server.

Correct

55. 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. Which document does NOT contain IPMI command information?

Question à revoir (1) Points

Service Manual ILOM manuals Installation Manual OS Installation guides (*)

Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.

Précédent Page 11 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment

Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

Exadata WBT ILT (Répondez à toutes les questions de cette section.)

66. The Exadata X2-8 Database Machine is offered in a full-rack configuration only.ﾠ Question à revoir (1) Points

Vrai (*) Faux

Correct

67. Select two of the utilities that are available for administration of the Exadata Database Machine.

Question à revoir (1) Points

(Choisir toutes les réponses correctes)

CellCLI (*) DOS RDP Dcli (distributed CLI) (*)

Correct

68. Cables for expanding up to 3 full racks are included in the shipping materials Question à revoir

(1) Points

Vrai (*) Faux

Correct

69. The Database Resource Manager (DBRM) runs on the Exadata Storage Server Question à revoir (1) Points

Vrai Faux (*)

Incorrect. Refer to the “WZT-6404: Sun Oracle Database Machine: WBT Differences Training Rev C “ training for more information.

70. The half-rack can be expanded by cabling additional half-racks together. Question à revoir (1) Points

Vrai (*) Faux

Correct

Précédent Page 14 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

Creating Customer Value (Répondez à toutes les questions de cette section.)

71. List all benefits of using My Oracle Support. Question à revoir (1) Points

(Choisir toutes les réponses correctes)

Answers 1,2 & 3 only 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 an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support. (*) It is Oracle's next generation support platform. (*) It is the single point-of-entry for all interactions with Oracle Support (*)

Incorrect, refer to the Creating Customer Value training for more information

72. It is an integrated, multichannel, online collaboration portal that leverages the latest Web 2.0 technologies to provide real-time access to Oracle’s knowledge repository. It is a venue where customers exchange knowledge with an extensive network of peers and Oracle experts.

DB Upgrade companion Support Diagnostics Tools My Oracle Support Community (*) Maintenance Wizard

Question à revoir (1) Points

Configuration manager

Corrrect

73. Identify the support model described: Support model that provides information about the latest issues and patches, then you as a customer review what solutions may or may not apply in your environment.

Question à revoir (1) Points

Traditional support model Pro-active support model (*) Predictive support model None of the above All of the above

Correct

74. 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.

Question à revoir (1) Points

Vrai (*) Faux

Correct

75. 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.

Patches & Updates tabb Communtiy tab Dashboard tab

Question à revoir (1) Points

Knowledge Base (*) Service Request tab

Corrrect

Précédent Page 15 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

Creating Customer Value (Répondez à toutes les questions de cette section.)

76. This stage of Life time Support provides technical support, including access to our online support tools, knowledge bases, and technical support experts. It is available for as long as you license your Oracle products.

Lifetime Support Policy Premier Support Extended support Sustaining Support (*) None of the above

Corrrect

Question à revoir (1) Points

77. It is a support capability that automates the exchange of configuration information between Oracle Support and our customers, enabling proactive detection of issues our customers may encounter, and allowing for faster resolution times in instances where you do run into an issue.

Question à revoir (1) Points

Support Diagnostics tool Upgrade wizard Remote Diagnostcs Agent Configuration Manager (*) Change assistant

Corrrect

78. This is Oracle's simple, predictable, and the most comprehensive policy available, it helps drive your business by putting you in control of your upgrade strategy success.

Question à revoir (1) Points

Lifetime Support Policy (*) Premier Support Extended support Sustaining Support None of the above

Corrrect

79. 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)

(Choisir toutes les réponses correctes)

Question à revoir (1) Points

Minimize or maximize the region (*) Each region is context-sensitive with right-click menus. (*) Group the content within the region (*) Export directly to a CSV file or Print a view. (*) Resize, re-order, sort, add or remove the region (*)

Incorrect, refer to the Creating Customer Value training for more information

80. This training resource is built for practical real-world situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment.

Question à revoir (1) Points

Customer Services Catalog Oracle By Example (OBE) (*) Sustaining Support Transfer of Information (TOI) Newsletters

Incorrect, refer to the Creating Customer Value training for more information

Précédent Page 16 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level

of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

Creating Customer Value (Répondez à toutes les questions de cette section.)

81. Product Information Centers are one stop shops maintained within our knowledge base that contain information about specific products and releases.

Question à revoir (1) Points

Vrai (*) Faux

Corrrect

Oracle's Lifetime Support Policy (Répondez à toutes les questions de cette section.)

82. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support.

Question à revoir (1) Points

Vrai Faux (*)

Corrrect

83. Certifications of New Oracle Products 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

Corrrect

84. Certifications with most New Third Party Products/Versions 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

Corrrect

MVSP Overview (Répondez à toutes les questions de cette section.)

85. As an active OPN member, you are automatical become OPN-MVSP benefit. Question à revoir (1) Points

Vrai Faux (*)

Correct

Précédent Page 17 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

MVSP Overview (Répondez à toutes les questions de cette section.)

86. By participating in the MVSP as either a TSANet or OPN member vendors are required to enter into time consuming or costly support or legal agreements.

Question à revoir (1) Points

Vrai Faux (*)

Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

87. There are no call restrictions with other members at the TSANet Classic level Question à revoir (1) Points

Vrai Faux (*)

Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

88. To support mutual customer, MVSP vendor must use customer's CSI to log SR to Oracle to ensure that the customer is a current Oracle support customer

Question à revoir (1) Points

Vrai Faux (*)

Correct

89. 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.

Question à revoir (1) Points

Vrai Faux (*)

Correct

Oracle Support Basics (Répondez à toutes les questions de cette section.)

90. What is Oracle's on-line Support Service? Question à revoir (1) Points

Service Request My Oracle Support (*) Premier OPN

Correct

Précédent Page 18 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

Oracle Support Basics (Répondez à toutes les questions de cette section.)

91. Which 3 of the following does My Oracle Support allow you access to? Question à revoir (1) Points

(Choisir toutes les réponses correctes)

Oracle User Community (*) Bug information (*) Oracle Education Schedules Patches (*)

Correct

92. True or False? An SR should be escalated when the severity assigned does not reflect the true business impact

Question à revoir (1) Points

Vrai Faux (*)

Correct

93. How long will a Oracle Collaborative Support session last? Question à revoir (1) Points

Unlimited Will take 20 minutes butmaybe dependent on the engineer who is doing the OCS. (*) Up to 5 minutes Up to 1 hour

Incorrect, refer to the Oracle Support Basics training for more information

94. True or False? Escalating an SR and raising the severity of a SR have exactly the same impact

Question à revoir (1) Points

Vrai Faux (*)

Correct

95. Which of the following is not the responsibility of a Support Engineer? Question à revoir (1) Points

Contribute to the knowledge base content Provide resolutions or workarounds Educate customers on how to use the products (*)

Respond to new incoming SRs

Correct

Précédent Page 19 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

Oracle Support Basics (Répondez à toutes les questions de cette section.)

96. Where can you find up-to-date information about support tools and processes? Question à revoir (1) Points

(Choisir toutes les réponses correctes)

OPN (*) My Oracle Support (*) My Configs and Projects CSI Number

Incorrect, refer to the Oracle Support Basics training for more information

97. True or False? The first level of escalation will bring Support Management attention to your SR

Question à revoir (1) Points

Vrai (*) Faux

Correct

98. When can you log a SR via My Oracle Support? Question à revoir (1) Points

24x7 (*) Monday to Friday, 9am to 5.30 pm Every Day, 9am to 5.30 pm It depends on the level of your Support service

Correct

My Oracle Support (Répondez à toutes les questions de cette section.)

99. If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means that

Question à revoir (0) Points

None of the Above There are no recommended patches you need to install into your environment 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 (*)

Corrrect

100. The following filters are available in PowerView Question à revoir (0) Points

(Choisir toutes les réponses correctes)

None of the Above SR Owner, SR Creation Date, SR Closure Date Custom System Properties (*) Host Name, Lifecycle, Platform and Product (*) Support Identifier, System Description, System Name (*)

Corrrect

Précédent Page 20 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

My Oracle Support

(Répondez à toutes les questions de cette section.)

101. You can search for particular Document ID using PowerView Question à revoir (0) Points

Vrai Faux (*)

Corrrect

102. In what ways can you customize your dashboard Question à revoir (0) Points

All of the above None of the above (*) Sort attributes ascending or descending Minimize and maximize regions Drag and drop regions

Corrrect

My Oracle Support Community (Répondez à toutes les questions de cette section.)

103. The My Oracle Support Community is set-up using Categories, Communities, Discussions, and Threads.

Question à revoir (1) Points

Vrai (*)

Faux

Correct

104. This tab in My Oracle Support community shows recently created communities content.

Question à revoir (1) Points

Tags tab People finder tab Profile tab Discussions and Documents tab (*) Private Messages tab

Correct

105. This tab in My Oracle Support community allows you to search or browse for other members of the community

Question à revoir (1) Points

People finder tab (*) Profile tab Private Messages tab Tags tab Discussions and Documents tab

Correct

Précédent Page 21 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

My Oracle Support Community (Répondez à toutes les questions de cette section.)

106. 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.

Question à revoir (1) Points

Vrai (*) Faux

Correct

107. This business tool - My Oracle Support Community gives you:Question à revoir (1) Points

(Choisir toutes les réponses correctes)

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

Correct

108. Collaborative Support is the ability to rapidly resolve service incidents in customer environments through a collaborative resolution model (commonly known as a Community).

Question à revoir (1) Points

Vrai (*) Faux

Incorrect. Refer to the My Oracle Support Community training for more information.

Oracle Collaborative Support Program (Répondez à toutes les questions de cette section.)

109. Oracle Web Conferencing allows you to do the following Question à revoir (1) Points

Save a screen snapshot Share an application Share Document Draw on the whiteboard All of the above (*)

Incorrect. Refer to the Collaborative Support Program Overview training for more information.

110. In the OWC Toolbar , click on the following to enable Desktop Sharing Question à revoir (1) Points

Chat icon Conference Details button Share 'Nothing' Attendee drop down list Share ‘Entire Desktop’ (*)

Correct

Précédent Page 22 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

Oracle Collaborative Support Program (Répondez à toutes les questions de cette section.)

111. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email.

Question à revoir (1) Points

Vrai (*) Faux

Correct

How to Escalate a Service Request within Oracle Support (Répondez à toutes les questions de cette section.)

112. When a Service Request meets the de-escalation criteria or is no longer critical , the Escalation Owner can de-escalate it , with your agreement.

Question à revoir (0) Points

Vrai (*) Faux

Correct

113. If you wish to escalate further up the Oracle Management chain what must you have in place?

Question à revoir (0) Points

OCS session arranged An additional business case Authorisation from your Oracle Account Manager Escalation contacts further up your internal organisation (*)

Correct

Customer Service Soft-skills Training Best Practices (Répondez à toutes les questions de cette section.)

114. Mastering and achieving great customer service and communication skills with your customers will build Customer Loyalty

Question à revoir (1) Points

Vrai (*) Faux

Correct

115. Customer Loyalty propels your company forward increasing sales and profitability. Question à revoir (1) Points

Vrai (*) Faux

Correct

Précédent Page 23 sur 24 Suivant Récapitulatif

Test : Oracle Exadata Database Machine Field Delivery Support Consultant – Online Assessment Passez en revue vos réponses, les commentaires en retour et les notes ci-dessous. Un astérisque (*) indique la réponse correcte.

This 120 -question assessment test is the final component of the Oracle Oracle Exadata Database Machine Field Delivery Support Consultant guided learning path. This assessment will allow you to test your knowledge level of the information learned from the Exadata Support courses. Passing with a score of >80% of this assessment makes you eligible to become an Oracle Support Consultant for this subject matter.

Customer Service Soft-skills Training Best Practices (Répondez à toutes les questions de cette section.)

116. Which of the following statements are true and will make happy customers more happier. (Select all that applies).

Question à revoir (1) Points

(Choisir toutes les réponses correctes)

Understand your customers’ plans for future utilization, expansion and make the appropriate recommendations for upgrading to newer or different software or releases. (*) Provide your customers with new product or service information before it is widely disseminated. (*) Strive toward making your relationships with your customers true partnerships rather than that of just a vendor-customer (*) Most customers gladly will accept any documentation or materials you believe may help them utilize their software more efficiently. (*) Keep track of the things you have done in the past to make them happy; do more of the same (*)

Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information.

117. When reviewing communication standards in your company it’s important to review and address the following subject. List all that applies.

Question à revoir (1) Points

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Understand how to properly address conflict and issues to defuse emotion (*) Speak in a tone that offers support and confidence. (*) Develop protocol for conducting and managing conference calls (*) Observe proper etiquette in address customers. (*) Use different vocabularies for addressing managers vs high tech database administrator (*)

Correct

118. What are softskills? Soft Skills let your customers know: (Select all that applies). Question à revoir (1) Points

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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

119. The primary difference between making unhappy customers happy and making happy customers even happier is the point of initiation. With unhappy customers, even if you did not know why they were unhappy before speaking with them, you can be certain that you soon will learn the reason for their unhappiness. Once you know why they are unhappy, it is relatively easy to plot a course of action to convert them into a happy customer.

Question à revoir (1) Points

Vrai (*) Faux

Correct

120. Select ALL important points to consider to ensuring a productive relationship with your customers.

Question à revoir (1) Points

(Choisir toutes les réponses correctes)

Under promise and over deliver (*) Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*) Define and structure service provided – what is provided and how, time lines, milestones (*) Teach and develop time-management skills for your employees – prioritization of tasks, urgency vs impact (*)

Teach the customer how to better interact with your processes (*)

Correct

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