Sun ZFS Storage Appliance Help Desk Support Consultant

1. This stage of Life time Support provides technical support, including ac cess to our online support tools, knowledge bases, and technical support experts . It is available for as long as you license your Oracle products. Mark fo r Review (1) Points Lifetime Support Policy Premier Support Extended support Sustaining Support (*) None of the above

Correct

Corrrect

2. This resource brings you news, technical content, and te chnical 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) Customer Services Catalog Sustaining Support Lifetime Support Policy Newsletters (*)

Correct

Corrrect

3. This online assessment tool is designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Te chnology and Governance â with the goal to help customers get maximum value from the ir Oracle investments Mark for Review (1) Points Newsletters

Transfer of Information (TOI) Sustaining Support Customer Services Catalog Customer Success Self-Assessment (*)

Correct

Corrrect

4. This region contains the capability to drill down and se e the details for any of the systems in your collected configurations. You can c ompare point in time history of your systems as well, allowing you to identify a ny changes that have occurred over time. Mark for Review (1) Points Systems region (*) Getting started region Service Request region Draft Service Request region News region

Correct

Corrrect

5. It is an integrated, multichannel, online collaboration portal that leverages the latest Web 2.0 technologies to provide real-time acces s to Oracleâ 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 DB Upgrade companion Support Diagnostics Tools Maintenance Wizard

Configuration manager My Oracle Support Community (*)

Correct

Corrrect

6. 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 (*) Knowledge region Getting started region News region

Correct

Corrrect

7. Patches and Updates tab- This functionality has been com pletely redesigned with the migration from Metalink and Metalink 3 to My Oracle Support. This tab now provides the user with a dashboard centric, Patch Home Pag e allowing the user to: Mark for Review (1) Points (Choose all correct answers) Search for patches by Patch Number, Product, Product Family and Saved Se arches through the Simple Search option (*) Ability to view and download patches from the Patch Recommendations and Search capability Viewing Patch and Update Information in the My Oracle Support interface (*) Identifying collections of patches which a customer might want to consid er applying as a group. (*) Provides Patch Recommendations making it easier to obtain and deploy fix es for known critical issues (*)

You will be presented with information about how many customers have dow nloaded that particular patch. (*)

Correct

Corrrect

8. True or False. Browse knowledge allows users to navigate through the product hierarchy to specific folders of content in order to elimin ate noisy results generated from generic queries against the entire knowledge ba se. Searching the knowledge base using the browser feature is a support best pra ctice and is the best way to access product specific information. Mark fo r Review (1) Points False True (*)

Incorrect for more information

Incorrect, refer to the Creating Customer Value training

9. To customize the Regions on the Main Dashboard you can d rag-and-drop those you want included and rearrange them according to how you wan t them to show up. Within the Content of a Region you can do the following: (Cho ose all that applies) Mark for Review (1) Points (Choose all correct answers) Resize, re-order, sort, add or remove the region (*) Group the content within the region (*) Export directly to a CSV file or Print a view. (*) Minimize or maximize the region (*) Each region is context-sensitive with right-click menus. (*)

Correct

Corrrect

10. List ALL what is is available within the â n. Mark for Review (1) Points

Getting Startedâ

regio

(Choose all correct answers) Contains valuable information to assist new users in navigating the port al and to make full use of the portal functionality. (*) You will find an overview of My Oracle Support. (*) Provide links to both pre-recorded and live training sessions. (*) Contains links on how to best utilize the configuration manager. (*) None of the above

Correct

Corrrect

11. Product Information Centers are one stop shops maintained within our kno wledge base that contain information about specific products and releases. Mark for Review (1) Points True (*) False

Correct

Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. ications Life Cycle (1) Points

Lifetime Support supports you at Every Stage of the Appl Mark for Review

True (*) False

Correct

Corrrect

13. Lifetime Support is only Applicable to which of the foll owing Oracle Products? Mark for Review (1) Points JDEdwards PeopleSoft Oracle E-Business Siebel All of the above (*)

Incorrect re information.

Incorrect. Refer to the Lifetime Support training for mo

14. Certifications with most New Third Party Products/Versio ns are covered under which level(s) of support? Mark for Review (1) Points Premier Support (*) Extended Support Sustaining Support Premier & Extended Support None of the Above

Correct

Corrrect

MVSP Overview (Answer all questions in this section) 15. There are no call restrictions with other members at the TSANet Mission Critical level Mark for Review (1) Points True (*)

False

Correct

Correct

MVSP Overview (Answer all questions in this section) 16. 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 none of the above (*) All of the above

Correct

Correct

17. Which of the following statements are Partner requiremen ts for participation in the Multi-Vendor Support Program (MVSP)? Mark fo r Review (1) Points (Choose all correct answers) Partner must apply and received confirmation of acceptance for use of th e MVSP benefit. (*) 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 be accepted into all Product Focus Areas in order to partic

ipate in the MVSP. Partner must have a published profile in OPN Solutions Catalog. (*)

Correct

Correct

18. Which of the following statements are Partner requiremen ts for collaboration in the Multi-Vendor Support Program (MVSP)? Mark fo r Review (1) Points (Choose all correct answers) Partner must direct Mutual Customers to contact Oracle Support directly on Oracle-related issues. Partner must establish their own severity levels and response timeframes for Mutual Customer support issues. Partner must provide the Mutual Customerâ n collaborating with Oracle Support. (*)

s support identification number whe

As part of the MVSP, Partners have the option of collaborating with Orac le Support on a Mutual Customer support issue. Partner must provide and maintain standard contact and escalation inform ation for the MVSP. (*)

Correct

Correct

19. A "Mutual Customer" under the Multi-Vendor Support Progr am must have an active support contract with BOTH Oracle and a participating Par tner. Mark for Review (1) Points True (*) False

Correct

Correct

Oracle Support Basics (Answer all questions in this section) ative Support? (1) Points

20. Which of the following does not apply to Oracle Collabor Mark for Review

Used by Support Engineers for problem verification Used by Support Engineers for real time viewing of error messages and lo g and trace files Accessed via My Oracle Support Used by Support Engineers to demonstrate functionality (*)

Correct

Correct

21. Which 3 of the following does My Oracle Support allow you access to? Mark for Review (1) Points (Choose all correct answers) Oracle User Community (*) Oracle Education Schedules Patches (*) Bug information (*)

Correct

Correct

racle Support (1) Points

22. Which of the following is not normally provided via My O Mark for Review

Certification information Access to SR logging Certified Advantage Partner Criteria (*)

Diagnostic Tests

Correct

Correct

23. Which tool allows Oracle to connect to a customer's syst em and view information? Mark for Review (1) Points RDA (Remote Diagnostic Agent) SR (Service Request) MCP OCS (Oracle Collaborative Support) (*)

Correct

Correct

24. 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 (*)

Correct

Correct

25. Mark for Review (1) Points

What is the most effective way to escalate a SR?

Call into Support Update SR in My Oracle Support and then call into Support (*) Via your Oracle Account Manager Update My Oracle Support

Correct

Correct

26. How do you report a bug to Oracle Development (1) Points

Mark for Review

Contact Oracle Support and they will give you a number for Development Contact Development via Oracle Partner Manager Contact Development direct Contact Oracle Support and they will raise a bug with Development if app ropriate (*)

Correct

Correct 27.

Who retains ownership of the SR?

Mark for Review

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

Correct

Correct

28. If you wish to escalate further up the Oracle Management chain what must you have in place? Mark for Review (1) Points OCS session arranged Authorisation from your Oracle Account Manager An additional business case

Escalation contacts further up your internal organisation (*)

Correct

Correct

My Oracle Support (Answer all questions in this section) 29. Oracle recommends that customers install CPU Patches imm Mark for Review

ediately (1) Points True (*) False

Correct

Corrrect

30. Mark for Review (1) Points

Lifecycle PowerView Filter requires Configuration

True (*) False

Correct 31.

Corrrect The following filters are available in PowerView

(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 (*)

Mark for Review

Custom System Properties (*) None of the Above

Correct

Corrrect

32. The Service Request Home Page contains Service Requests, Draft Service Requests and Bug Summary Mark for Review (1) Points True (*) False

Correct

Corrrect

My Oracle Support Community (Answer all questions in this section) 33. This is the region where the Community Members can follo w as their rank grows through their continued community participation. Mark fo r Review (1) Points The News and Announements region The Rank region (*) The Getting started region The Recent content region The Tags region

Correct

Correct

34. Participation in My Oracle Community has some guidelines . Oracle's Support Community is not for: Mark for Review (1) Points (Choose all correct answers)

â ¢Disparaging Oracle, its products, employees, customers, partners or anyone else. (*) â ¢Interacting with other members of the Oracle Support community. Sharing your ideas about Oracle and our products. Sharing offensive or inappropriate material. (*) Sharing offensive or inappropriate material. (*)

Correct

Correct

35. In My Oracle Support content this represents a collectio n of Communities. Often, organize in a tree structure so members can easily find the topics which are listed. Mark for Review (1) Points Community Messages Categories (*) Discussions Threads

Correct

Correct

36. This tab in the My Oracle Support community is where your contact inform ation including an alias can be defined and updated. Mark for Review (1) Points Profile tab (*) Private Messages tab People finder tab

Discussions tab Tags tab

Correct

Correct

37. True or False. Another community benefit is the Rewards and Recognition Program. In this program, we find opportunities to recognize use rs for their participation and success within the community. Mark for Review (1) Points True (*) False

Correct

Correct

38. This business tool - My Oracle Support Community gives y ou:Mark for Review (1) Points (Choose all correct answers) Immediate access to an extensive network of resources to locate answers to your questions (*) access to Oracle experts, industry peers, and an aggregate of knowledge resources (*) Access to resolution information Support as well as the robust search ca pability against collective community knowledge. (*) A venue to share best practices and knowledge with peers and experts. (* ) None of the above

Correct

Correct

Oracle Collaborative Support Program (Answer all questions in this section) 39. 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 40. Oracle Collaborative Support is accessed via which of th Mark for Review

e following: (1) Points

My Oracle Support (*) Oracle.com OPN Google Tools None of the Above

Correct

Correct

41. Voice streaming enables the host to broadcast his voice to attendees, an d the attendees can listen to the host either through their telephone or through their PC speakers. Mark for Review (1) Points True (*)

False

Correct

Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section) 42. 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 Reques t within Oracle Support training for more information. 43.

The most effective way to escalate a SR is to

Mark fo

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

Incorrect Incorrect. Refer to the How to Escalate a Service Reques t within Oracle Support training for more information.

Customer Service Soft-skills Training Best Practices (Answer all questions in this section) 44. What the customers want? Customers want and expect the f ollowing from Oracle and itâ s partners. Select all that applies. Mark for Review (1) Points (Choose all correct answers) Be the Center of Attention when they have Needs â e priority and attention when issues arise. (*)

they want to feel they hav

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 customerâ s preferred communication style (*) None of the above

Correct

Correct

45. Superior Ownership Experience is all about relationships , trust, commitment, communication, doing the right thing Mark for Review (1) Points True (*) False

Correct

Correct

46. It is good communication practice to train staff to shield customers fro m internal issues â maintain professionalism and confidence when in front of custome r if internal roadblocks are encountered. Mark for Review (1) Points True (*) False

Correct

Correct

47. The primary difference between making unhappy customers happy and making happy customers even happier is the point of initiation. With u nhappy 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 unh appiness. Once you know why they are unhappy, it is relatively easy to plot a co urse of action to convert them into a happy customer. Mark for Review (1) Points True (*) False

Correct

Correct

48. nable partners to: (1) Points

Benefits of Customer Soft-Skills training program will e Mark for Review (Choose all correct answers)

Become recognized part of a high performing organization (*) Help to develop and improve skills communications (*) Achieve industry leadership (*) Create a supreme ownership experience to their end customers (*) Better understand customer expectations (*)

Correct

Correct

49. To help build an effective customer service model for yo ur business itâ s important to identify and build an effective communication and know ledge model based on the similarities and common characteristics of your custome rs. Mark for Review (1) Points True (*)

False

Correct

Correct

50. A great deal of customer escalations can be prevented by awareness of customer on knowing what to expect. . Mark for Review (1) Points True (*) False

Correct

Correct