Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment

WZD-SSX64-301: X64 Server System Overview (Answer all questions in this section) 1. Choose the disk bus that is supported on the Sun Fire X2270 server. Mark for Review (1) Points

SAS SATA (*) SCSI IDE Correct Correct 2. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Fire X4250 rack mount server, but has misplaced the documentation. The customer’s immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources, what is the rack unit capacity of this server? Drag and drop your response. According to your resources, what are the power requirements of this server? Mark for Review (1) Points 12V DC 115V, 60 Hz AC 48V DC 220V, 50 Hz AC 115/220V, 50-60 Hz AC (*) Correct Correct 3. Which X64 server that uses AMD-based CPUs. Mark for Review (1) Points Sun Fire X4150 server Sun Fire X4250 server

Sun Fire X2270 server Sun Fire X4140 server (*) Correct Correct 4. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the action plan that lists steps taken to solve the customer's issue. Mark for Review (1) Points Took customer's order for memory upgrade Provided customer with memory part number X6322A (*) Sent memory upgrade to customer Dispatched field engineer to upgrade customer memory Correct Correct 5. A customer calls into the call center with an issue. He wants to install a 16Gbyte compact flash card (PN X4680A) on a Sun Blade X6270 server blade and wants to know where the compact flash card socket is located on this server blade. What problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer requires the location of the compact flash card socket (*) Customer needs the part number of compact flash card Customer needs location of the flash DIMM sockets Customer needs to determine if their server supports a compact flash card Correct Correct WZD-SSX64-301: X64 Server System Overview (Answer all questions in this section) 6. 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. Choose which port should be accessed. Mark for Review (1) Points Serial Management port (*) Video port Ethernet port Network Management port Correct 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 Fire X4250 rack mount server, but has misplaced the documentation. The customer’s immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources, what is the rack unit capacity of this server? Drag and drop your response. What is the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer did not have the installation documentation and needed dimensions, weight, and power requirements for this server (*) Customer needs installation documentation to look up the specifications he needs Customer needs a server installed Customer needs to know where the online documentation for his server is located Customer does not know the weight and dimensions of this server Correct Correct 8. 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. Select the action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Provided customer with system password Provided customer with the location of the serial port to access ILOM, along with the default account (root) and password (changeme) (*)

Dispatched field engineer to assist customer in configuring system Informed customer that the port to use was one of the Ethernet ports and provided the default account number (root) and password (changeme) Correct Correct 9. 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. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer needs to know the default account and password for the serial port Customer is asking for on-site help to set up the system Customer needs the correct port to access system Customer needs to know which port to access to properly set up the system, as well as the system default account and password (*) Correct Correct 10. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Verified customer's entitlement and determined customer was not eligible for onsite support for replacement. Explained to the customer that warranty coverage does not include on-site support replacement of a CRU part by Sun Services then took customer's order for fan module (*) Dispatched field person with FRU and asked FE to replace the part Dispatched field person with CRU and asked FE to replace the part Verified customer's entitlement and determined that customer has many servers with Sun. Dispatched Sun Service, with a note to the field engineer to collect fee before replacing fan module Correct Correct

WZD-SSX64-301: X64 Server System Overview (Answer all questions in this section) 11. A customer calls into the call center with an issue. He wants to install a 16Gbyte compact flash card (PN X4680A) on a Sun Blade X6270 server blade and wants to know where the compact flash card socket is located on this server blade. What types of documents provide information to resolve the customer's problem (select 2)? Mark for Review (1) Points (Choose all correct answers) Service manual (*) Programming manual Administration manual Installation manual (*) Product notes Incorrect Incorrect. Refer to the X64 Server System Overview training for more information. 12. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Fire X4250 rack mount server, but has misplaced the documentation. The customer’s immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources, what is the rack unit capacity of this server? Drag and drop your response. According to your resources, what is the weight of this server? Drag and drop your response. Mark for Review (1) Points 36.3 lb/16.5 kg 46.6 lb/21.1 kg 56.3 lb./25.6 kg (*) 66.1 lb/30 kg Correct Correct

13. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer is reporting server cooling problems and is requesting on-site support for replacement Customer is reporting fan module failure Customer is requesting on-site support for a server cooling problem Customer is reporting fan module number 4 failure and is requesting on-site support for replacement (*) Incorrect Incorrect. Refer to the X64 Server System Overview training for more information. 14. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer doesn't know what density of memory to order Customer is asking for the part number of the 4-Gbyte DIMM that he can order (*) Customer is requesting how to upgrade his memory Customer is asking what type of memory is in his server Correct Correct 15. The operating system supported by the X4540 server includes all the following, except? Mark for Review (1) Points SuSe SLES Linux 10 SP1 Windows 2003 Server R2 SP2 Windows 2008 Server Solaris 10 5/08 update 5 for SPARC (*)

Red Hat Linux 4.6, 5.1 Correct Correct WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Answer all questions in this section) 16. Which document would you use to find the memory population rules of the Sun Blade X6275 Server Module? Mark for Review (1) Points Sun Blade X6275 Server Module OS Installation Guide Sun Blade X6275 Server Module Installation Guide Sun Blade X6275 Server Module Service Manual (*) Sun Blade X6275 Server Module Product Notes Correct 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. Which type of document may provide information to resolve the customer's problem assuming you know this problem has occurred before (select 2)? Mark for Review (1) Points (Choose all correct answers) Service manual Product notes pg 22 Sun Alerts (*) Installation manual Field Action Bulletins (FAB) (*) Correct Correct 18. A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer

was asked to replace the DIMMs and continues to encounter the same problem. Select the document that may relate to the customer's issue: Mark for Review (1) Points Product notes pg 22 Sun Alert 24486 (*) FAB 244406 Sun Alert 231245 Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 19. Which is not included in FABs? Mark for Review (1) Points Hardware issues Field Information Notice (FINs) Sun Alerts (*) Field Change Orders (FCOs) Correct Correct 20. A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire X4540 Server. Select the document that may relate to the customer's issue. Mark for Review (1) Points FAB 244406 Product notes pg 22 CR 6785026 (*) Sun Alert 24486 Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information.

WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Answer all questions in this section) 21. Which document would you use to find the rack mount procedure of the Sun Fire X4270 Server? Mark for Review (1) Points Sun Fire X4170, X4270 and X4275 Servers Service Manual Sun Fire X4170, X4270 and X4275 Servers Installation Guide (*) Sun Fire X4170, X4270 and X4275 Servers Servers Getting Started Guide Sun Fire X4170, X4270 and X4275 Servers OS Installation Guide Correct Correct 22. A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. Select the problem statement that characterizes the customer's problem: Mark for Review (1) Points Customer is reporting multiple single bit errors on 4-GByte DIMMs in his Sun Fire X4600 server (*) Customer needs a replacement of a series of DIMMs in his Sun Fire X4600 server Customer is reporting a memory configuration problem involving 4-GByte DIMMs Customer needs has a memory configuration problem that needs to be checked Correct Correct 23. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Select the action plan that lists the steps taken to solve the customer's problem: Mark for Review (1) Points Provided the customer with the document to use that lists the steps to solve his problem Ordered a new power supply for the customer

Recorded the FAB 201511 information into the call and passed the call to the backline for resolution Referred to the Sun Alert 243486 information in the call and passed the call to the backline for resolution (*) Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 24. If a customer has a failure of a Sun Fire X4270 Server power supply what link within the system handbook can you reference to find a part number for a replacement ? Mark for Review (1) Points Field Action Bulletins (FABs) Full Components List (*) Problem Resolution Hardware Specifications Correct 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. Select the document that may relate to the customer's issue: Mark for Review (1) Points Sun Alert 243486 CR 6785026 FAB 240065 FAB 201511 (*) Correct Correct WZD-SSX64-302: X64 Server Data Gathering to Solve Customer Issues (Answer all questions in this 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 problem statement that characterizes the customer's problem: Mark for Review (1) Points Customer is reporting an intermittent AC power problem Customer called to get a replacement Sun Blade X6250 server blade because it is intermittently shutting down Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down (*) Customer is reporting a that his Sun Blade 6000 Modular System is intermittently shutting down Correct Correct 27. A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire X4540 Server. Select the problem statement that characterizes the customer's problem: Mark for Review (1) Points Customer having problems configuring the BIOS network settings using BIOS (*) Customer having problems configuring the BIOS network settings using Windows Customer having problems configuring the BIOS network settings using ifconfig Customer having problems configuring the BIOS network settings using ILOM Correct Correct 28. A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire X4540 Server. Select the action plan that lists the steps taken to solve the customer's problem: Mark for Review (1) Points Ordered a new motherboard for the customer Provided the customer with the document to use that lists the steps to solve his problem Referred to FAB 239645 information in the call and passed the call to the backline for resolution

Referred to CR 6785026 information into the call and passed the call to the backline for resolution (*) Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 29. A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. Select the action plan that lists the steps taken to solve the customer's problem: Mark for Review (1) Points Provided the customer with the document to use that lists the steps to solve his problem Ordered a new DIMM for the customer Referred to FAB 239645 information in the call and passed the call to the backline for resolution (*) Referred to FAB 244406 information into the call and passed the call to the backline for resolution Incorrect Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information. 30. A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. What information is key in determining if this document applies to the customer's problem (select 2) ? Mark for Review (1) Points (Choose all correct answers) DIMM vendor model # and date code (*) Fan part number System serial number CPU vendor model # (*) Server blade slot number

Correct Correct 31. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Assume from the results of your review, the power supply hot swap shows no issues. What are you going to recommend to the customer? Mark for Review (1) Points 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 Sun service personnel perform the hot swap of the power supply. Wait for a maintenance period to perform the hot swap of the failed power supply. (*) Correct Correct 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? Mark for Review (1) Points Slide the server out of the rack Unlock the power supply handle Power off the server Move the cable management arm (*) Correct Correct 33. Which ILOM command or navigation path can display the current state of the system indicators on a server or server blade? Mark for Review (1) Points

cd /SYS/indicator ; display System Indicators --> Indicators System Monitoring --> Indicators (*) cd /BRD/indicator ; show Correct Correct 34. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which is the X6240 part number that needs to be ordered? Mark for Review (1) Points 594-5567 Any of the above 540-7906 (*) 594-5618 Incorrect 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 IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. Which function is NOT supported by IPMI? Mark for Review (1) Points Display current sensor values Display an IPMI log Display current indicator values Display POST messages (*) Correct Correct

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 is the document contains the procedures to perform this task? Mark for Review (1) Points FABs and Sun Alerts Installation manual Service manual (*) Programming manual Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 37. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. All of these components need to be moved to the replacement server blade, except? Mark for Review (1) Points Flash DIMMs (a.k.a. Flash modules) (*) DIMMs Compact Flash Card HDDs Correct Correct 38. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. All of document contains IPMI information, except for? Mark for Review (1) Points Installation Manual

ILOM manuals OS Installation guides (*) Service Manual Correct Correct 39. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer needs a Sun field person to configure his network management port to his management network. Customer needs assistance configuring the network management port into his management network. (*) Customer needs assistance configuring a network port. Customer needs assistance configuring the serial management port. Correct Correct 40. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which action should does NOT need to be performed in the X6240 removal process? Mark for Review (1) Points Remove any front panel cabling. Power down the Sun Blade 6000 Modular System chassis. (*) 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 Correct 41. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Which information can determine whether the Sun Alert 258408 applies to this server? Mark for Review (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 Correct 42. 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? Mark for Review (1) Points 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 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 Correct Correct 43. Which source of information is not needed for an initial on-site installation of an X4600 M2 server? Mark for Review (1) Points Programming Manual (*) Getting Started Manual

Installation Guide Enterprise Installation Standards (EIS) Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 44. 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 action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Verified that a power supply hot swap replacement can be performed on the customer's X4240 server then sent the customer the documents that contains the power supply replacement procedure. Provided the customer with the location of procedure to use to perform the replacement along with the part number of a replacement power supply. Sent a Sun field person out to the customer site to perform the power supply replacement. Verified that a power supply hot swap replacement can be performed on the customer's X4240 server then covered the replacement procedure with the customer. (*) Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 45. 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 action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Assisted the customer in locating the procedure in the ILOM manual and told the customer that he should use the serial management port. Sent a Sun field person out to the customer site to perform the configuration of the network management port.

Collected and reported the customer's network parameters and passed this call to the backline engineers. Assisted the customer in locating the procedure in the ILOM manual, access ILOM on the serial port and use the ILOM commands to configure the network management port. (*) Correct Correct 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. Once onsite to replace the failed fan module what can pinpoint the failed fan module? Mark for Review (1) Points fan fault LED flashing fan fault LED ON (*) fan Locator LED flashing fan OK LED flashing Correct Correct 47. 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 problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer wants CPU upgrade from a X6394A to a X6398A on this X4250 server. Customer X4250 server is crashing intermittently since his CPUs were upgraded from a from a X6394A to a X6398A. (*) Customer's X4250 server CPU upgrade to a X6398A is causing his server to crash. Customer needs a field technician to reverse his X4250 server CPU upgrade from a from a X6394A to a X6398A. Correct Correct

48. 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 X4140 server. Which is a memory test on SunVTS? Mark for Review (1) Points memtest pmemtest (*) pmemtst memtst Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 49. 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. What else can you do to solve the customer's problem? Mark for Review (1) Points Send out a field technician to reverse the CPU upgrade. Have the customer run SunVTS CPU diagnostics. Make you have as much information about the issue recorded and pass this to the backline engineer. (*) Have the customer rerun POST. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 50. Which is not a U-Boot mode of operation? Mark for Review (1) Points Extended Normal Manual (*) Quick

Correct Correct 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. Select the action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Collected the customer's information, recorded it, and passed the call to the backline engineers. Told the customer that the diagnostics manual should list what diagnostics to use. Also told SunVTS test would be a good start. (*) Emailed the customer the docs.sun.com link to the diagnostics guide. Suggested to the customer that he run spdiags to test the X2270 disks. Correct Correct 52. 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. Mark for Review (1) Points Customer needs assistance in determining the nature of the fan failure message and how to order a replacement. Customer needs assistance in determining the nature of the fan failure message and course of action to take. (*) Customer needs assistance in determining the nature of the fan failure message. Customer needs assistance in ordering a fan module replacement. Correct Correct 53. A customer calls the service center with a suspected host memory error and wants to know what diagnostics are available to diagnose the problem on a X4140 server. Are there DIMM fault LEDs and how are they viewed? Mark for Review (1) Points Yes, the DIMM fault LED flashes when the fault occurs. No, you need to use logs and test results to isolate a DIMM error.

Yes, you press the "Fault Remind" button to make the DIMM fault LED flash. (*) No, you need to use logs and test results to isolate a DIMM error. Correct Correct 54. 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 X4140 server. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer needs assistance on how to upgrade his X4140 server memory. Customer needs someone onsite to diagnose and fix his X4140 server memory problem. Customer needs assistance on how to locate a failed DIMM on his X4140 server. Customer needs assistance on what diagnostics are available to test his X4140 server memory. (*) Correct Correct 55. 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 module and fan board does this sensor belong to? Mark for Review (1) Points fan module 1 and fan board 1 fan module 0 and fan board 2 fan module 2 and fan board 1 (*) fan module 0 and fan board 0 Correct Correct 56. 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. What information should you the customer dump send to you? Mark for Review

(1) Points A. crash dump B. prtdiag output C. Explorer script output D. Both A and C (*) Correct Correct 57. Which are diagnostic supports a manual mode that allows the user to run individual tests as well as test suites? Mark for Review (1) Points U-Boot Pc-Check (*) POST SunVTS Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information. 58. 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 X4140 server. Which is utility does NOT support host memory tests ?SunVTS Pc-Check POST U-Boot Mark for Review (1) Points POST Pc-Check U-Boot (*) SunVTS Correct 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. Which diagnostic tests the Sun Fire X2270 OS hardware just prior to the OS boot? Mark for Review (1) Points U-Boot SunVTS Pc-Check POST (*) Correct Correct 60. 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. Mark for Review (1) Points Sent the customer the links to the diagnostic guides and service manual. Assisted the customer in locating the X4440 server failed fan module, then sent a Sun field technician to hot swap the failed fan module. Collected the error information passed this issue to the backline engineers. 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. (*) Correct Correct 61. An Exalogic full-rack weighs twice as much as a half-rack. Mark for Review (1) Points True False (*) Correct Correct 62. What type of disk drive is used in the Exalogic compute nodes? Mark for Review

(1) Points 2 TB SATA HDD Intel 32 GB solid state disk 512 GB solid state disk (*) There are no disk drives in the compute nodes. Correct Correct 63. Which of these represents the entity hierarchy used by the Exalogic storage appliance? Mark for Review (1) Points Pool, Project, Share (*) Port, Pool, Share Share, Port, Pool Share, Pool, Project Pool, Share, Project Incorrect Incorrect. Please review the “Oracle Exalogic Elastic Cloud Services Update “ training in more detail. 64. The Exalogic Elastic Cloud offers the choice between Oracle Enterprise Linux and Solaris at installation time Mark for Review (1) Points True (*) False Correct Correct 65. The ZFS Storage appliance is made up of two 7320 storage head nodes in a cluster configuration attached to a single disk shelf (JBOD) Mark for Review (1) Points True (*)

False Correct Correct 66. How many InfiniBand switches are in the Exalogic Elastic Cloud Full Rack configuration? Mark for Review (1) Points 4 (*) 8 12 16 Correct Correct 67. Cables for expanding up to 3 full racks are included in the shipping material. Mark for Review (1) Points True (*) False Correct Correct 68. The Exalogic Elastic Cloud is offered in a full-rack configuration only. Mark for Review (1) Points True False (*) Correct Correct 69. The Net0 Ethernet port is used for Administration on a node. Mark for Review (1) Points True (*)

False Correct Correct 70. What type of network fabric is used to connect Exalogic hardware components? Mark for Review (1) Points Fibre Channel iWARP VIA InfiniBand (*) Correct Correct 71. 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. Mark for Review (1) Points Change assistant Configuration Manager (*) Support Diagnostics tool Remote Diagnostcs Agent Upgrade wizard Incorrect Incorrect, refer to the Creating Customer Value training for more information 72. List all benefits of using My Oracle Support. Mark for Review (1) Points (Choose all correct answers)

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. (*) Answers 1,2 & 3 only It is Oracle's next generation support platform. (*) It is the single point-of-entry for all interactions with Oracle Support (*) It is an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support. (*) Incorrect Incorrect, refer to the Creating Customer Value training for more information 73. This region allows for quick and easy monitoring of all your open issues right at the dashboard. Mark for Review (1) Points Draft Service Request region Service Requests region (*) Getting started region News region Knowledge region Incorrect 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. Mark for Review (1) Points Lifetime Support Policy Premier Support Extended support Sustaining Support (*)

None of the above Incorrect Incorrect, refer to the Creating Customer Value training for more information 75. 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. Mark for Review (1) Points Support Process and Tools advisor webcasts (*) Customer Services Catalog Transfer of Information (TOI) Sustaining Support Newsletters Incorrect Incorrect, refer to the Creating Customer Value training for more information 76. 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. Mark for Review (1) Points Service Request region News region Systems region (*) Getting started region Draft Service Request region Incorrect Incorrect, refer to the Creating Customer Value training for more information 77. This region where we push important information from Oracle to our customers about what is happening within support, about critical patches that have

become available, about significant changes that may be occurring within support. Mark for Review (1) Points Breaking News region (*) Getting started region News region Service Request region Draft Service Request region Incorrect Incorrect, refer to the Creating Customer Value training for more information 78. 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. Mark for Review (1) Points Lifetime Support Policy Premier Support (*) Extended support Sustaining Support None of the above Incorrect Incorrect, refer to the Creating Customer Value training for more information 79. Customer Success Self-Assessment is an online tool designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance Mark for Review (1) Points True (*) False Correct Corrrect

80. 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 Mark for Review (1) Points Customer Services Catalog Customer Success Self-Assessment (*) Transfer of Information (TOI) Sustaining Support Newsletters Incorrect Incorrect, refer to the Creating Customer Value training for more information 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. Mark for Review (1) Points True (*) False Correct Correct

Oracle's Lifetime Support Policy (Answer all questions in this section) 82. Lifetime Support supports you at Every Stage of the Applications Life Cycle Mark for Review (1) Points True (*) False Correct Corrrect

83. Premier Support Extends for how many years after a product's release? Mark for Review (1) Points 1 Year No limit 10 years 8 Years 5 years (*) Correct Corrrect 84. Certifications of New Oracle Products are covered under which level(s) of support? Mark for Review (1) Points Premier Support Extended Support Sustaining Support Premier & Extended Support (*) None of the Above Incorrect Incorrect. Refer to the Lifetime Support training for more information.

MVSP Overview (Answer all questions in this section) 85. 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. Mark for Review (1) Points True

False (*) Incorrect Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 86. There are no call restrictions with other members at the TSANet Mission Critical level Mark for Review (1) Points True (*) False Incorrect Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 87. MVSP can be a replacement for support Mark for Review (1) Points True False (*) Correct Correct 88. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review (1) Points 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. A Partner should enroll in the MVSP proactively if they provide support services to mutual customers. 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 wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. (*)

Incorrect Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information. 89. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Mark for Review (1) Points Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*) Provides a consistent, collaborative support process by which to engage with Oracle Support. Reduces training commitment by not having to pursue in-depth training on Oracle products you do not support. Enables practices that align with many industry support certifications. Reduces costs by not having to create and maintain traditional cooperative support agreements. Incorrect Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

Oracle Support Basics (Answer all questions in this section) 90. True or False? The most effective way to escalate an SR is to contact your Oracle Partner Manager Mark for Review (1) Points True False (*) Incorrect Incorrect, refer to the Oracle Support Basics training for more information 91. How do you report a bug to Oracle Development Mark for Review (1) Points Contact Development direct

Contact Oracle Support and they will raise a bug with Development if appropriate (*) Contact Development via Oracle Partner Manager Contact Oracle Support and they will give you a number for Development Correct Correct 92. When should a SR severity be changed? Mark for Review (1) Points When escalating a SR As soon as the SR is opened When the impact on the business changes (*) Never Incorrect Incorrect, refer to the Oracle Support Basics training for more information 93. Before raising an SR which of the following would you not need to do? Mark for Review (1) Points Ensure you understand the business impact Check My Oracle Support for any resolutions to similar issues Run diagnostic tools Set up an Oracle Collaborative Support session (*) Incorrect Incorrect, refer to the Oracle Support Basics training for more information 94. What is the most effective way to escalate a SR? Mark for Review (1) Points Via your Oracle Account Manager

Call into Support Update SR in My Oracle Support and then call into Support (*) Update My Oracle Support Correct Correct 95. Which tool allows Oracle to connect to a customer's system and view information? Mark for Review (1) Points OCS (Oracle Collaborative Support) (*) MCP SR (Service Request) RDA (Remote Diagnostic Agent) Incorrect Incorrect, refer to the Oracle Support Basics training for more information 96. Which 3 of the following will help reduce SR ping-pong? (i.e. Oracle batting questions straight back) Mark for Review (1) Points (Choose all correct answers) Raise SR via phone rather than My Oracle Support Run diagnostics and upload results when SR is raised (*) Fully complete all questions in the SR logging template (*) Give details of any recent changes in your environment (*) Incorrect Incorrect, refer to the Oracle Support Basics training for more information 97. Which severity should a SR be raised at if there if a minor impact on the business? Mark for Review (1) Points Severity 4

Severity 2 Severity1 Severity3 (*) Correct Correct 98. True or False? Escalating an SR and raising the severity of a SR have exactly the same impact Mark for Review (1) Points True False (*) Correct Correct

My Oracle Support (Answer all questions in this section) 99. How many filters can you add using PowerView Mark for Review (1) Points 1 5 None 10 As many as you need (*) Correct Corrrect 100. If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means that Mark for Review (1) Points You did not properly set up your region to display Patch Recommendations

Your CUA did not give you privilege to view Patch Recommendations Your profile does not include a CSI with configuration data collected/uploaded by collectors (*) There are no recommended patches you need to install into your environment None of the Above Incorrect Incorrect. Refer to the Patches and Updates on My Oracle Support training for more information 101. Oracle recommends that customers install CPU Patches immediately Mark for Review (1) Points True (*) False Correct Corrrect 102. Patch Plan shows the planned releases of patches for the different Oracle Product Lines Mark for Review (1) Points True False (*) Incorrect Incorrect. Refer to the Patches and Updates on My Oracle Support training for more information

My Oracle Support Community (Answer all questions in this section) 103. Collaborative Support is the ability to rapidly resolve service incidents in customer environments through a collaborative resolution model (commonly known as a Community). Mark for Review (1) Points True (*)

False Incorrect Incorrect. Refer to the My Oracle Support Community training for more information. 104. This tab in the My Oracle Support community is where your contact information including an alias can be defined and updated. Mark for Review (1) Points Profile tab (*) Discussions tab Tags tab People finder tab Private Messages tab Incorrect Incorrect. Refer to the My Oracle Support Community training for more information. 105. Participation in My Oracle Community has some guidelines. Oracle's Support Community is not for: Mark for Review (1) Points (Choose all correct answers) •Disparaging Oracle, its products, employees, customers, partners or anyone else. (*) Sharing offensive or inappropriate material. (*) Sharing your ideas about Oracle and our products. Sharing offensive or inappropriate material. (*) •Interacting with other members of the Oracle Support community. Incorrect Incorrect. Refer to the My Oracle Support Community training for more information. 106. This tab in My Oracle Support community allows you to search or browse for other members of the community Mark for Review

(1) Points Private Messages tab People finder tab (*) Tags tab Profile tab Discussions and Documents tab Incorrect Incorrect. Refer to the My Oracle Support Community training for more information. 107. The Main Community Home page or tab is comprised of a number of regions including My Communities, Rank, Tags, Top Participants, Community Spotlight, recent content, getting started, news and announcements, and events Mark for Review (1) Points True (*) False Correct Correct 108. This tab in My Oracle Support community is a way for you to organize and easily find community content. Mark for Review (1) Points Private Messages tab Profile tab Tags tab (*) People finder tab Discussions and Documents tab Incorrect Incorrect. Refer to the My Oracle Support Community training for more information.

Oracle Collaborative Support Program (Answer all questions in this section) 109. To join a web conference , while , the Conference ID is the same as the SR# , the Conference Key is your Mark for Review (1) Points Partner ID Email Address CSI ( Customer Support Identifier) (*) First name of the Employee joining OWC None of the above Correct Correct 110. In the OWC Toolbar , click on the following to enable Desktop Sharing Mark for Review (1) Points Share 'Nothing' Share ‘Entire Desktop’ (*) Conference Details button Attendee drop down list Chat icon Correct Correct 111. Your system must meet the following requirements to be able to run Oracle Web Conferencing Mark for Review (1) Points (Choose all correct answers) Windows 98 or later (*) Pop-up blocking must be disabled in your browser (*)

1024 x 768 screen resolution (*) Internet Explorer 5.5 or later (*) Microsoft Virtual Machine (VM) or Sun JRE (*) Correct Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 112. The most effective way to escalate a SR is to Mark for Review (1) Points Update the SR with escalation request via My Oracle Support Update SR in My Oracle Support and then call into Support (*) Via your Oracle Account Manager Call into the Support Hotline number Correct Correct 113. A Customer should ensure the following before requesting for a Service Request Escalation Mark for Review (1) Points Review the Service Request for correctness of problem statement Update SR with business impact Update SR with milestone date Assess the appropriateness of severity level All of the above (*) Incorrect Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information.

Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 114. Understand the difference between what your customers want and what your customers need helps provide positive customer experience. Providing targeted information and advice they can use them to focus more on what they need than on what they think they want. Mark for Review (1) Points True (*) False Correct Correct 115. What the customers want? Customers want and expect the following from Oracle and it’s partners. Select all that applies. Mark for Review (1) Points (Choose all correct answers) Be the Center of Attention when they have Needs – they want to feel they have priority and attention when issues arise. (*) expect us to be proactive and to anticipate their wants and needs (*) staff needs to be proficient in all available communication options and know when to appropriately use each (*) Effectively read customer’s preferred communication style (*) None of the above Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 116. Not having answers or know how to obtain information in a timely manner contribute to customer frustration. Mark for Review (1) Points True (*) False

Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 117. Benefits of Customer Soft-Skills training program will enable partners to: Mark for Review (1) Points (Choose all correct answers) Create a supreme ownership experience to their end customers (*) Become recognized part of a high performing organization (*) Better understand customer expectations (*) Help to develop and improve skills communications (*) Achieve industry leadership (*) Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 118. To define the difference between mediocre companies, poor performers and Market Leaders Mark for Review (1) Points (Choose all correct answers) Understand the difference between customer’s needs and wants (*) Understand the concept that business cannot exist without satisfied customers who help sustain revenues (*) Set reasonable and measureable expectations with their customers (*) Create world-class customer contact (*) Know when to say no professionally to customer requests and providing alternate solutions (*) Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 119. What are softskills? Soft Skills let your customers know: (Select all that applies). Mark for Review

(1) Points (Choose all correct answers) 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 Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 120. Mastering and achieving great customer service and communication skills with your customers will build Customer Loyalty Mark for Review (1) Points True (*) False Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 1. Which rack mount server supports a service processor on an optional daughter card? Mark for Review (1) Points Sun Fire X2270 (*) Sun Fire X4240 Sun Fire X4450 Sun Fire X2250 Sun Blade X6275 Correct Correct

2. The operating system supported by the X4540 server includes all the following, except? Mark for Review (1) Points Windows 2003 Server R2 SP2 Red Hat Linux 4.6, 5.1 SuSe SLES Linux 10 SP1 Solaris 10 5/08 update 5 for SPARC (*) Windows 2008 Server Correct Correct 3. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Fire X4250 rack mount server, but has misplaced the documentation. The customer’s immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources, what is the rack unit capacity of this server? Drag and drop your response. Mark for Review (1) Points AMD-based 2U rack server Intel-based 1U rack server Intel-based 2U rack server (*) Intel-based 4U rack server Correct Correct 4. A customer calls into the call center with an issue. He wants to install a 16Gbyte compact flash card (PN X4680A) on a Sun Blade X6270 server blade and wants to know where the compact flash card socket is located on this server blade. Select the action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Provided customer with the location of the compact flash socket that is on the front of the Sun Blade X6270 server blade Provided the customer with the compact flash card socket location based on the ILOM documentation

Provided the customer with the compact flash card socket location based on the server blade chassis installation documentation Provided the customer with the compact flash card socket location based on the Sun System Handbook server blade entry (*) Correct Correct 5. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer is asking for the part number of the 4-Gbyte DIMM that he can order (*) Customer is requesting how to upgrade his memory Customer is asking what type of memory is in his server Customer doesn't know what density of memory to order Correct Correct 6. A customer calls into the call center with an issue. He wants to install a 16-Gbyte compact flash card (PN X4680A) on a Sun Blade X6270 server blade and wants to know where the compact flash card socket is located on this server blade. What types of documents provide information to resolve the customer's problem (select 2)? Mark for Review (1) Points (Choose all correct answers) Programming manual Product notes Administration manual Installation manual (*) Service manual (*) Correct Correct

7. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. What type of DIMMs does this server support? Mark for Review (1) Points DDR3 DDR1 DDR2 (*) FBDIMM Correct Correct 8. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. What is the maximum DIMM density supported by this server? Mark for Review (1) Points 2-Gbyte 8-GByte (*) 4-Gbyte 1-GByte Correct Correct 9. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Verified customer's entitlement and determined that customer has many servers with Sun. Dispatched Sun Service, with a note to the field engineer to collect fee before replacing fan module Dispatched field person with CRU and asked FE to replace the part Dispatched field person with FRU and asked FE to replace the part

Verified customer's entitlement and determined customer was not eligible for onsite support for replacement. Explained to the customer that warranty coverage does not include on-site support replacement of a CRU part by Sun Services then took customer's order for fan module (*) Correct Correct 10. Which X64 server that uses AMD-based CPUs. Mark for Review (1) Points Sun Fire X2270 server Sun Fire X4250 server Sun Fire X4140 server (*) Sun Fire X4150 server Correct Correct 11. For standard warranty coverage, it is Sun Service's policy to dispatch field service to replace a CRU. Mark for Review (1) Points True False (*) Correct Correct 12. Standard warranty covers new firmware releases on X64 servers. Mark for Review (1) Points True False (*) Incorrect Incorrect. Refer to the X64 Server System Overview training for more information.

13. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Fire X4250 rack mount server, but has misplaced the documentation. The customer’s immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources, what is the rack unit capacity of this server? Drag and drop your response. According to your resources, what are the power requirements of this server? Mark for Review (1) Points 220V, 50 Hz AC 115V, 60 Hz AC 115/220V, 50-60 Hz AC (*) 12V DC 48V DC Correct Correct 14. 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. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer is asking for on-site help to set up the system Customer needs to know the default account and password for the serial port Customer needs the correct port to access system Customer needs to know which port to access to properly set up the system, as well as the system default account and password (*) Correct Correct 15. A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the action plan that lists steps taken to solve the customer's issue. Mark for Review (1) Points Dispatched field engineer to upgrade customer memory Sent memory upgrade to customer

Provided customer with memory part number X6322A (*) Took customer's order for memory upgrade Correct Correct 16. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Select the document that may relate to the customer's issue: Mark for Review (1) Points CR 6785026 FAB 201511 (*) FAB 240065 Sun Alert 243486 Correct Correct 17. If a customer has a failure of a Sun Fire X4270 Server power supply what link within the system handbook can you reference to find a part number for a replacement ? Mark for Review (1) Points Field Action Bulletins (FABs) Hardware Specifications Full Components List (*) Problem Resolution Correct Correct 18. Which is not included in FABs? Mark for Review (1) Points Field Change Orders (FCOs) Field Information Notice (FINs)

Hardware issues Sun Alerts (*) Correct 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. Select the problem statement that characterizes the customer's problem: Mark for Review (1) Points 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 (*) Customer called to get a replacement Sun Blade X6250 server blade because it is intermittently shutting down Customer is reporting a that his Sun Blade 6000 Modular System is intermittently shutting down Correct Correct 20. A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire X4540 Server. Select the action plan that lists the steps taken to solve the customer's problem: Mark for Review (1) Points Ordered a new motherboard for the customer Referred to FAB 239645 information in the call and passed the call to the backline for resolution Provided the customer with the document to use that lists the steps to solve his problem Referred to CR 6785026 information into the call and passed the call to the backline for resolution (*) Correct Correct

21. A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. What information is key in determining if this document applies to the customer's problem (select 2) ? Mark for Review (1) Points (Choose all correct answers) CPU vendor model # (*) DIMM vendor model # and date code (*) Server blade slot number System serial number Fan part number Correct Correct 22. Which document would you use to find the rack mount procedure of the Sun Fire X4270 Server? Mark for Review (1) Points Sun Fire X4170, X4270 and X4275 Servers OS Installation Guide Sun Fire X4170, X4270 and X4275 Servers Servers Getting Started Guide Sun Fire X4170, X4270 and X4275 Servers Installation Guide (*) Sun Fire X4170, X4270 and X4275 Servers Service Manual Correct Correct 23. A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. Select the document that may relate to the customer's issue: Mark for Review (1) Points FAB 244406 Sun Alert 231245 Sun Alert 24486 (*)

Product notes pg 22 Correct Correct 24. A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire X4540 Server. Select the problem statement that characterizes the customer's problem: Mark for Review (1) Points Customer having problems configuring the BIOS network settings using BIOS (*) Customer having problems configuring the BIOS network settings using ifconfig Customer having problems configuring the BIOS network settings using Windows Customer having problems configuring the BIOS network settings using ILOM Correct Correct 25. A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire X4540 Server. Select the document that may relate to the customer's issue. Mark for Review (1) Points FAB 244406 CR 6785026 (*) Sun Alert 24486 Product notes pg 22 Correct Correct 26. Which document would you use to find the memory population rules of the Sun Blade X6275 Server Module? Mark for Review (1) Points Sun Blade X6275 Server Module Service Manual (*) Sun Blade X6275 Server Module OS Installation Guide Sun Blade X6275 Server Module Product Notes

Sun Blade X6275 Server Module Installation Guide Correct Correct 27. A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. Select the problem statement that characterizes the customer's problem: Mark for Review (1) Points Customer is reporting a memory configuration problem involving 4-GByte DIMMs Customer is reporting multiple single bit errors on 4-GByte DIMMs in his Sun Fire X4600 server (*) Customer needs a replacement of a series of DIMMs in his Sun Fire X4600 server Customer needs has a memory configuration problem that needs to be checked Correct Correct 28. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Which type of document may provide information to resolve the customer's problem assuming you know this problem has occurred before (select 2)? Mark for Review (1) Points (Choose all correct answers) Product notes pg 22 Service manual Sun Alerts (*) Field Action Bulletins (FAB) (*) Installation manual Correct Correct

29. A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. Select the action plan that lists the steps taken to solve the customer's problem: Mark for Review (1) Points Referred to FAB 244406 information into the call and passed the call to the backline for resolution Provided the customer with the document to use that lists the steps to solve his problem Referred to FAB 239645 information in the call and passed the call to the backline for resolution (*) Ordered a new DIMM for the customer Correct Correct 30. 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: Mark for Review (1) Points Ordered a new power supply for the customer Provided the customer with the document to use that lists the steps to solve his problem Referred to the Sun Alert 243486 information in the call and passed the call to the backline for resolution (*) Recorded the FAB 201511 information into the call and passed the call to the backline for resolution Correct Correct 31. 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? Mark for Review (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 (*) Correct Correct 32. Which ILOM command or navigation path can display the current state of the system indicators on a server or server blade? Mark for Review (1) Points cd /BRD/indicator ; show System Indicators --> Indicators cd /SYS/indicator ; display System Monitoring --> Indicators (*) Correct Correct 33. Which source of information is not needed for an initial on-site installation of an X4600 M2 server? Mark for Review (1) Points Getting Started Manual Installation Guide Enterprise Installation Standards (EIS) Programming Manual (*) Correct Correct 34. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which action

should does NOT need to be performed in the X6240 removal process? Mark for Review (1) Points Remove any front panel cabling. Hold down the power button on the server blade for 4 seconds or perform a stop /SYS ILOM command. Power down the Sun Blade 6000 Modular System chassis. (*) Pull open the server blade's top and bottom handles. Correct Correct 35. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. Select the action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Confirmed that the server supports IPMI 1.5 and assisted the customer in configuring IPMItool on her server. Sent the customer the ILOM documentation that contains all she needed to know about Sun's implementation of IPMI. Confirmed that the server supports IPMI 2.0, provided the customer the web site to the IPMItool and assisted her in configuring and accessing the user interface. Confirmed that the server supports IPMI 2.0, provided the customer the web site to the IPMItool and directed the customer to the ILOM document that has a content on Sun's implementation of IPMI. (*) Correct Correct 36. 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? Mark for Review (1) Points ILOM Manual

Installation Manual FABs, Sun Alerts, and Service Manual (*) Programming Manual Correct Correct 37. 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 Sun Alert 258408 applies to this server? Mark for Review (1) Points The manufacturer of the power supply Whether the power supply is AC or DC The part number and date code of the power supply (*) Has this power supply failed in the past? Correct Correct 38. Which is the user interface software for the IPMI utility? Mark for Review (1) Points IPMIUser IPMIInterface IPMITool (*) IPMIAccess Correct Correct 39. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which is the X6240 part number that needs to be ordered? Mark for Review

(1) Points Any of the above 540-7906 (*) 594-5618 594-5567 Correct Correct 40. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Select the action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Sent the field technician the documents that contains the replacement and server blade ordering procedures. Provided the field technician with the location of the procedure to perform the replacement along with the part number of a replacement X6240 server blade. Reviewed the replacement procedure with the field technician and assisted in ordering a replacement X6240 server blade. (*) Collected and recorded all information on the replacement and ordering procedure and passed the call to the back line. Incorrect Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information. 41. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. What is the latest version of IPMI that is supported on the X4270 server? Mark for Review (1) Points 1 2 (*) 1.5

2.5 Correct Correct 42. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which type of document provides the procedure to perform the replacement task? Mark for Review (1) Points Installation manual Field Action Bulletins (FAB) Product notes page 10 Sun Alerts Service manual (*) Correct 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. Assume from the results of your review, the power supply hot swap shows no issues. What are you going to recommend to the customer? Mark for Review (1) Points Have a Sun service personnel perform the hot swap of the power supply. 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. Wait for a maintenance period to perform the hot swap of the failed power supply. (*) Correct Correct

44. 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? Mark for Review (1) Points All power supply LEDs are off The power supply green OK LED is flashing The power supply amber Service Required LED is lit (*) By executing the ILOM flash command to turn on the Service Required LED Correct Correct 45. 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 action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points Assisted the customer in locating the procedure in the ILOM manual, access ILOM on the serial port and use the ILOM commands to configure the network management port. (*) Assisted the customer in locating the procedure in the ILOM manual and told the customer that he should use the serial management port. Collected and reported the customer's network parameters and passed this call to the backline engineers. Sent a Sun field person out to the customer site to perform the configuration of the network management port. Correct Correct 46. 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. Mark for Review (1) Points

Reviewed the FABs and Sun Alerts and found no related issues. Dispatched a field engineer to reverse the CPU upgrade back to the X6394A. Reviewed the FABs and Sun Alerts and found no related issues. Having the customer run some SunVTS CPU diagnostics to isolate the problem. Dispatched a field engineer to diagnose the customer's CPU problem. Reviewed the FABs and Sun Alerts and found no related issues. Collected a crash dump and Explorer script out and included it this call then passed this issue to a backline engineer. (*) Correct 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. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer needs assistance in determining the nature of the fan failure message and course of action to take. (*) Customer needs assistance in determining the nature of the fan failure message. Customer needs assistance in determining the nature of the fan failure message and how to order a replacement. Customer needs assistance in ordering a fan module replacement. Correct Correct 48. 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. Which, if any, of the documents listed related to this issue? Mark for Review (1) Points None (*) 241966 258408 248487

Correct Correct 49. 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. Which type of documents should you review to determine if there are any bugs related to this issue? Mark for Review (1) Points Service Manual FABs and Sun Alerts (*) Installation Manual ILOM manuals Correct Correct 50. A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Which document contains this sensor information that maps it to the physical fan module and fan board? Mark for Review (1) Points Sun Fire X4140, X4240, and X4440 Servers Installation Manual Sun Fire X4140, X4240, and X4440 Servers Service Manual Sun Fire X4140, X4240, and X4440 Servers Programming Guide Sun Fire X4140, X4240, and X4440 Servers Diagnostics Guide (*) Correct Correct 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 X4140 server. Select the action plan that lists the steps taken to solve the customer's problem. Mark for Review (1) Points

Provided the customer the names of the memory diagnostics along with the links to the diagnostic documentation that explains their function, use and that corresponds to the X4140 server. (*) Provided the customer the links to the diagnostic documentation that explains their function, use and that corresponds to the X4140 server. Sent a Sun field technician out to the customer's site to diagnose the memory problem. Logged into the customer's X4140 server, ran memory diagnostics and isolated the problem down to a single DIMM. Correct Correct 52. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot? Mark for Review (1) Points SunVTS Pc-Check U-Boot (*) POST Correct Correct 53. Where is Pc-Check program located within an X6270 server blade? Mark for Review (1) Points ILOM (*) BIOS OS OBP Correct Correct

54. 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 OS hardware just prior to the OS boot? Mark for Review (1) Points U-Boot SunVTS Pc-Check POST (*) Correct Correct 55. Which is not a U-Boot mode of operation? Mark for Review (1) Points Extended Quick Manual (*) Normal Correct Correct 56. 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 X4140 server. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer needs assistance on what diagnostics are available to test his X4140 server memory. (*) Customer needs assistance on how to locate a failed DIMM on his X4140 server. Customer needs assistance on how to upgrade his X4140 server memory. Customer needs someone onsite to diagnose and fix his X4140 server memory problem.

Correct 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 a X4140 server. Are there DIMM fault LEDs and how are they viewed? Mark for Review (1) Points Yes, the DIMM fault LED flashes when the fault occurs. Yes, you press the "Fault Remind" button to make the DIMM fault LED flash. (*) No, you need to use logs and test results to isolate a DIMM error. No, you need to use logs and test results to isolate a DIMM error. Correct Correct 58. 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. What else can you do to solve the customer's problem? Mark for Review (1) Points Have the customer run SunVTS CPU diagnostics. Have the customer rerun POST. Make you have as much information about the issue recorded and pass this to the backline engineer. (*) Send out a field technician to reverse the CPU upgrade. Correct Correct 59. 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 X4140 server. Which is utility does NOT support host memory tests ?SunVTS Pc-Check POST U-Boot Mark for Review (1) Points POST Pc-Check

U-Boot (*) SunVTS Correct Correct 60. 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 problem statement that characterizes the customer's problem. Mark for Review (1) Points Customer needs a field technician to reverse his X4250 server CPU upgrade from a from a X6394A to a X6398A. Customer's X4250 server CPU upgrade to a X6398A is causing his server to crash. Customer X4250 server is crashing intermittently since his CPUs were upgraded from a from a X6394A to a X6398A. (*) Customer wants CPU upgrade from a X6394A to a X6398A on this X4250 server. Correct Correct 61. An Exalogic full-rack weighs twice as much as a half-rack. Mark for Review (1) Points True False (*) Correct Correct 62. Select two of the utilities that are available for administration of the Exalogic Elastic Cloud. Mark for Review (1) Points (Choose all correct answers) Enterprise Manager (*) RDP (*) DOS

DCLI Incorrect Incorrect. Please review the “Oracle Exalogic Elastic Cloud Services Update “ training in more detail. 63. JRockit and Hotspot use the same JDK, so when you install them, a big part of the installation is exactly the same. Mark for Review (1) Points True (*) False Correct Correct 64. The Exalogic Elastic Cloud is offered in a full-rack configuration only. Mark for Review (1) Points True False (*) Correct Correct 65. How many InfiniBand switches are in the Exalogic Elastic Cloud Full Rack configuration? Mark for Review (1) Points 4 (*) 8 12 16 Correct Correct 66. Which of these represents the entity hierarchy used by the Exalogic storage appliance? Mark for Review (1) Points

Pool, Project, Share (*) Port, Pool, Share Share, Port, Pool Share, Pool, Project Pool, Share, Project Correct Correct 67. The ZFS Storage appliance is made up of two 7320 storage head nodes in a cluster configuration attached to a single disk shelf (JBOD) Mark for Review (1) Points True (*) False Correct Correct 68. The Exalogic Elastic Cloud offers the choice between Oracle Enterprise Linux and Solaris at installation time Mark for Review (1) Points True (*) False Correct Correct 69. Cables for expanding up to 3 full racks are included in the shipping material. Mark for Review (1) Points True (*) False Correct Correct

70. What type of disk drive is used in the Exalogic compute nodes? Mark for Review (1) Points 2 TB SATA HDD Intel 32 GB solid state disk 512 GB solid state disk (*) There are no disk drives in the compute nodes. Correct Correct 71. Identify the support model described: This support model support software defects are identified and customers are automatically notified of the potential problem and it’s impact. Mark for Review (1) Points Traditional support model Pro-active support model Predictive support model (*) None of the above All of the above Correct Correct 72. 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. Mark for Review (1) Points Traditional support model Pro-active support model (*) Predictive support model None of the above All of the above

Correct Correct 73. Customer Success Self-Assessment is an online tool designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance Mark for Review (1) Points True (*) False Correct Corrrect 74. 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. Mark for Review (1) Points My Oracle Support Community (*) Support Diagnostics Tools Maintenance Wizard DB Upgrade companion Configuration manager Correct Corrrect 75. Our main focus in Support is to assist in minimizing any disruptions to your system. We do this through Mark for Review (1) Points (Choose all correct answers) Problem Avoidance through the Configuration manager health checks (*) Self Service Resolution - resolving problems without the need to contact Oracle Support (*) Reduction in resolution time - minimizing the time spent to resolve an issue (*) Answers 1 & 2 only

None of the above Correct Correct 76. This region where we push important information from Oracle to our customers about what is happening within support, about critical patches that have become available, about significant changes that may be occurring within support. Mark for Review (1) Points Breaking News region (*) Draft Service Request region News region Getting started region Service Request region Correct Corrrect 77. 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. Mark for Review (1) Points Sustaining Support Newsletters Customer Services Catalog Transfer of Information (TOI) Oracle By Example (OBE) (*) Correct Corrrect 78. 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. Mark for Review

(1) Points Transfer of Information (TOI) Lifetime Support Policy Sustaining Support Customer Services Catalog Newsletters (*) Incorrect Incorrect, refer to the Creating Customer Value training for more information 79. List all benefits of using My Oracle Support. Mark for Review (1) Points (Choose all correct answers) Answers 1,2 & 3 only It is Oracle's next generation support platform. (*) It is the single point-of-entry for all interactions with Oracle Support (*) 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. (*) Correct Corrrect 80. This is another resource containing recorded discussions during which development outlines functionality included within new product releases. Mark for Review (1) Points Customer Services Catalog Sustaining Support Newsletters

Lifetime Support Policy Transfer of Information (TOI) (*) Correct Corrrect Creating Customer Value (Answer all questions in this section) 81. 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 Mark for Review (1) Points Sustaining Support Customer Success Self-Assessment (*) Transfer of Information (TOI) Newsletters Customer Services Catalog Correct Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 82. It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. Mark for Review (1) Points True False (*) Correct Corrrect 83. Extended Support is provided for an how many additional years after Premier Support ends? Mark for Review (1) Points

3 years (*) 5 years 8 Years 1 Year No limit Correct Corrrect 84. Lifetime Support supports you at Every Stage of the Applications Life Cycle Mark for Review (1) Points True (*) False Correct Corrrect

MVSP Overview (Answer all questions in this section) 85. 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. Mark for Review (1) Points True False (*) Correct Correct 86. which are TSANet relationship levels? Mark for Review (1) Points (Choose all correct answers) Mission Critical Community (*)

Classic or Standard Community (*) Open Group Agreements Closed Group Agreements (*) Correct Correct 87. As an active OPN member, you are automatical become OPN-MVSP benefit. Mark for Review (1) Points True False (*) Correct Correct 88. Which of the following statements are Partner requirements for participation in the Multi-Vendor Support Program (MVSP)? Mark for Review (1) Points (Choose all correct answers) Partner must be a current OPN member in good standing. (*) Partner must be trained on all Oracle products they wish to engage with Oracle Support through the MVSP. Partner must apply and received confirmation of acceptance for use of the MVSP benefit. (*) Partner must be accepted into all Product Focus Areas in order to participate in the MVSP. Partner must have a published profile in OPN Solutions Catalog. (*) Correct Correct 89. Which of the following is the support challenges at the multiple vendor computing environment? Mark for Review (1) Points

Complexity of MVS environments Rising Multi-Vendor Support Activity Expanding call Resolution Times Prohibitive Training Demands for technical analysts All of the above (*) Correct Correct

Oracle Support Basics (Answer all questions in this section) 90. Which 3 of the following will help reduce SR ping-pong? (i.e. Oracle batting questions straight back) Mark for Review (1) Points (Choose all correct answers) Run diagnostics and upload results when SR is raised (*) Give details of any recent changes in your environment (*) Raise SR via phone rather than My Oracle Support Fully complete all questions in the SR logging template (*) Correct Correct 91. Which of the following is not normally provided via My Oracle Support Mark for Review (1) Points Diagnostic Tests Certification information Access to SR logging Certified Advantage Partner Criteria (*)

Incorrect Incorrect, refer to the Oracle Support Basics training for more information 92. Which severity should a SR be raised at if there if a minor impact on the business? Mark for Review (1) Points Severity 4 Severity1 Severity 2 Severity3 (*) Correct Correct 93. Who retains ownership of the SR? Mark for Review (1) Points Shared ownership throughout (*) Starts with Partner and then moves back and forth Oracle retains ownership throughout Starts with Oracle and then moves back and forth Incorrect Incorrect, refer to the Oracle Support Basics training for more information 94. How long will a Oracle Collaborative Support session last? Mark for Review (1) Points Up to 1 hour Unlimited Up to 5 minutes Will take 20 minutes butmaybe dependent on the engineer who is doing the OCS. (*) Correct Correct

95. Where can you find up-to-date information about support tools and processes? Mark for Review (1) Points (Choose all correct answers) My Configs and Projects CSI Number OPN (*) My Oracle Support (*) Correct Correct 96. True or False? Escalating an SR and raising the severity of a SR have exactly the same impact Mark for Review (1) Points True False (*) Correct Correct 97. True or False? An SR should be escalated when the severity assigned does not reflect the true business impact Mark for Review (1) Points True False (*) Incorrect Incorrect, refer to the Oracle Support Basics training for more information 98. When can you log a SR via My Oracle Support? Mark for Review (1) Points Every Day, 9am to 5.30 pm Monday to Friday, 9am to 5.30 pm

It depends on the level of your Support service 24x7 (*) Correct Correct

My Oracle Support (Answer all questions in this section) 99. If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means that Mark for Review (1) Points You did not properly set up your region to display Patch Recommendations Your CUA did not give you privilege to view Patch Recommendations Your profile does not include a CSI with configuration data collected/uploaded by collectors (*) There are no recommended patches you need to install into your environment None of the Above Correct Corrrect 100. Projects works with Configuration to Mark for Review (1) Points (Choose all correct answers) Allows you to keep track of issues affecting your milestone (*) Helps you schedule and plan for the roll-out of new Oracle implemenations (*) Allows you to monitor SRs that are attached to a Project (*) Allows you to manage the systems you choose to include in a single region (*) None of the Above Correct Corrrect

101. How many filters can you add using PowerView Mark for Review (1) Points As many as you need (*) 1 5 10 None Correct Corrrect 102. The following filters are available in PowerView Mark for Review (1) Points (Choose all correct answers) Host Name, Lifecycle, Platform and Product (*) SR Owner, SR Creation Date, SR Closure Date Support Identifier, System Description, System Name (*) Custom System Properties (*) None of the Above Incorrect Incorrect. Refer to the Using PowerView in My Oracle Support training for more information

My Oracle Support Community (Answer all questions in this section) 103. True or False. Another community benefit is the Rewards and Recognition Program. In this program, we find opportunities to recognize users for their participation and success within the community. Mark for Review (1) Points True (*)

False Correct Correct 104. In My Oracle Support content this represents a collection of Communities. Often, organize in a tree structure so members can easily find the topics which are listed. Mark for Review (1) Points Categories (*) Threads Community Discussions Messages Incorrect Incorrect. Refer to the My Oracle Support Community training for more information. 105. This is the region where the message from an Oracle Executive is often highlighted. Mark for Review (1) Points The News and Announements region The Tags region The Spotlight region (*) The Recent content region The Getting started region Correct Correct 106. To enter the My Oracle Support Community area you will need to: Login to My Oracle Support Navigate to the Community Tab and click on the “Enter My Oracle Support Community” button Mark for Review (1) Points False

True (*) Response 3 Response 4 Response 5 Correct Correct 107. What are the benefits participating in the My Oracle Support Community? Mark for Review (1) Points (Choose all correct answers) You can communicate using the discussion forums . (*) You can connect with industry experts, your peers, and Oracle giving you the ability to expand your network. (*) You can stay ahead of the information curve by hearing what’s going on in the industry, attend events, as well as advisor webcasts. (*) You can consume the available information, increasing your expertise through document search and discussion reviews . (*) You can collaborate and share information within your network. (*) Correct Correct 108. The Main Community Home page or tab is comprised of a number of regions including My Communities, Rank, Tags, Top Participants, Community Spotlight, recent content, getting started, news and announcements, and events Mark for Review (1) Points True (*) False Correct Correct

Oracle Collaborative Support Program (Answer all questions in this section) 109. To join a web conference , while , the Conference ID is the same as the SR# , the Conference Key is your Mark for Review (1) Points Partner ID Email Address CSI ( Customer Support Identifier) (*) First name of the Employee joining OWC None of the above Correct Correct 110. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. Mark for Review (1) Points True (*) False Correct Correct 111. Your system must meet the following requirements to be able to run Oracle Web Conferencing Mark for Review (1) Points (Choose all correct answers) Microsoft Virtual Machine (VM) or Sun JRE (*) 1024 x 768 screen resolution (*) Internet Explorer 5.5 or later (*) Windows 98 or later (*) Pop-up blocking must be disabled in your browser (*)

Correct Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this 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. Mark for Review (1) Points True (*) False Correct Correct 113. Escalation Process should be used for Mark for Review (1) Points Increasing the severity of your Service Request to 1 Arranging on-site assistance Draw higher level of attention to business critical issue from Oracle Support Management. (*) Arranging for a call from Sales Team or your Account Manager All of the above Correct Correct

Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 114. 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. Mark for Review

(1) Points True (*) False Correct Correct 115. Select ALL important points to consider to ensuring a productive relationship with your customers. Mark for Review (1) Points (Choose all correct answers) Under promise and over deliver (*) Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*) Teach and develop time-management skills for your employees – prioritization of tasks, urgency vs impact (*) Define and structure service provided – what is provided and how, time lines, milestones (*) Teach the customer how to better interact with your processes (*) Correct Correct 116. Effective Communication skills are NOT essential in developing satisfied customers. Mark for Review (1) Points True False (*) Correct Correct 117. Which of the following statements are true and will make happy customers more happier. (Select all that applies). Mark for Review (1) Points (Choose all correct answers)

Understand your customers’ plans for future utilization, expansion and make the appropriate recommendations for upgrading to newer or different software or releases. (*) Keep track of the things you have done in the past to make them happy; do more of the same (*) Provide your customers with new product or service information before it is widely disseminated. (*) Most customers gladly will accept any documentation or materials you believe may help them utilize their software more efficiently. (*) Strive toward making your relationships with your customers true partnerships rather than that of just a vendor-customer (*) Incorrect Incorrect. Refer to the Customer Service Soft-skills Training Best Practices training for more information. 118. 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. Mark for Review (1) Points True (*) False Correct Correct 119. Benefits of Customer Soft-Skills training program will enable partners to: Mark for Review (1) Points (Choose all correct answers) Help to develop and improve skills communications (*) Achieve industry leadership (*) Create a supreme ownership experience to their end customers (*) Become recognized part of a high performing organization (*) Better understand customer expectations (*)

Correct Correct 120. Customer Loyalty propels your company forward increasing sales and profitability. Mark for Review (1) Points True (*) False Correct Correct 33. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Select the problem statement that characterizes the customer's problem. Mark for Review (1) Points Field technician needs the part number to a new X6240 server blade. Field technician needs assistance replacing the X6240 server blade as a hot swap action. Field technician needs assistance in determining what is the replacement part number for the X6240 server blade. Field technician needs assistance identifying and ordering a replacement part for a failed X6240 server blade and assistance with its replacement. (*)

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