Support 2
Short Description
Description : ORACLE SUPPORT...
Description
Test: Oracle Support Accreditation: MOS17 Review your answers, feedback, and question scores below An asterisk !"# indicates a correct answer T$is %&'question assess(ent test is t$e final co(ponent of t$e Oracle Support Accreditation )uided learnin) pat$ T$is assess(ent will allow you to test your knowled)e of t$e infor(ation provided in t$e Oracle Support Accreditation Receivin) a passin) score of *&+ or $i)$er (akes you eli)ible to beco(e an Oracle Support Accredited ser -lease note t$at you are only able to access t$e assess(ent once wit$in a ./ $r period 0usto(er ser Ad(inistrator and Support dentifiers !Answer all questions in t$is section# 1 Oracle Support (ana)es roles and responsibilities for all users associated to a Support dentifier in My Oracle Support Mark for Review !1# -oints
True
2alse !"#
3ncorrect4 Oracle 0usto(ers are able to (ana)e t$eir own My Oracle Support access by establis$in) 0usto(er ser Ad(inistrators fro( t$eir or)ani5ation
. Select t$e reco((ended reason !best practice# w$y a 0usto(er ser Ad(inistrator !0A# would activate Auto Approve for a Support dentifier Mark for Review !1# -oints
T$ere is no reason for t$e 0A to actively review a request for A6 Support dentifier, so usin) Auto Approve is always t$e best approac$ for any request
To quickly provide )eneric access to knowled)e base and My Oracle Support 0o((unity functions for user requests T$is allows users to i((ediately be)in usin) My Oracle Support, w$ile t$e 0A (anually reviews requests for advanced functions suc$ as SR 0reate privile)e !"#
T$is is a security risk8 t$erefore, a 0A would never use t$is feature
To stop receivin) e(ail notifications fro( users requestin) access
6one of t$e above
30orrect4
0orrect
9 t is an Oracle reco((ended best practice to $ave (ultiple 0As for eac$ Support dentifier !alt$ou)$ you are allowed to select only one per S# Mark for Review !1# -oints
True !"#
2alse
3ncorrect4 avin) (ultiple 0As per S $elps your or)ani5ation ensure user requests are $andled in a ti(ely (anner f you $ave a sin)le 0A and t$at person is unavailable, user requests will be i(pacted
/ T$e 0usto(er ser Ad(inistrator !0A# can (ana)e access levels for ot$er 0As for t$e SAM; Support dentifier !S# Mark for Review !1# -oints
True !"#
2alse
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$at feature in My Oracle Support can $elp $i(? Mark for Review !1# -oints
T$ere is not$in) available in My Oracle Support =oe $as to call $is Oracle Sales Representative to )et t$is fi@ed
=oe can (ake use of t$e features in Ad(inistrative, Support dentifiers to 0reate 6ew S w$ere $e can co'locate users and assets !"#
=oe $as to lo) a 6on Tec$nical Service Request and Oracle Support will set up a new S for $i(
6one of t$e above
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% As a custo(er or partner, w$at is t$e best way to locate a Support dentifier !S#? Mark for Review !1# -oints
o) a Service Request
o) a non'tec$nical Service Request or ask a collea)ue on your tea( w$o (i)$t be usin) t$e S you want !"#
-ost a question in t$e sin) My Oracle Support 0o((unity
ou can look up your Support dentifiers in your Support 0ontract
Bot$ . and /
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My Oracle Support ntroduction !Answer all questions in t$is section# 7 My Oracle Support $as pre'set das$board confi)uration options based on role 2or e@a(ple, can )o to t$e 0usto(i5e link and select !ardware ser# to auto(atically add t$e re)ions to (y das$board associated wit$ t$is user type Mark for Review !1# -oints
True
2alse !"#
30orrect4
0orrect
* =oe wants to easily review feature updates in t$e latest release of My Oracle Support e understands a reco((ended best practice is to (ark t$e docu(ent !My Oracle Support Release 6otes# as a 2avorite and set up ot Topics ;(ails to notify $i( about c$an)es to knowled)e article updates for t$e product, My Oracle Support >$en t$e release notes are updated, $e will )et an auto(ated e(ail Mark for Review !1# -oints
True !"#
2alse
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C ou believe your account is associated wit$ a ardware S !but your das$board is 6OT s$owin) t$e Assets re)ion# >$at steps s$ould you take to resolve? Mark for Review !1# -oints
Select t$e 0ontact s link in My Oracle Support and ask for $elp
0ontact an Oracle collea)ue and ask for advice
Do to your My Account pa)e and validate t$at you $ave access to Eiew Assets for t$e desi)nated S By desi)n, t$e Assets re)ion is O6 available to $ardware custo(ers
Select 0usto(i5e on t$e My Oracle Support $o(e pa)e and (ake sure t$e Asset wid)et is available to select for your das$board, and select it
Bot$ 9 and / !"#
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1& Once $ave access to My Oracle Support, (y 0A is (y first point of contact for any access issues e@perience wit$ My Oracle Support Mark for Review !1# -oints
True !"#
2alse
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11 T$e nu(ber of tabs you see in My Oracle Support depends on t$e Support dentifiers associated wit$ your account Mark for Review !1# -oints
True !"#
2alse
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0orrect
1. our collea)ue, i, is new to My Oracle Support ou $ave been asked to s$ow $i( $ow to )et up to speed quickly on t$e basic core functions of My Oracle Support >$at is t$e reco((ended 2RST step for i? Mark for Review !1# -oints
i s$ould access My Oracle Support 0o((unity and post all $is questions about t$e portal t$ere
ou direct i to co(plete My Oracle Support Accreditation as $is 2RST step in learnin) about t$e basics
i needs to )et basic trainin), so you su))est t$at $e set aside ti(e to co(plete t$e foundational My Oracle Support ow'To trainin) videos ou s$ow $i( $ow to access t$is content fro( t$e Dettin) Started re)ion !"#
ou advise i to Fust use t$e p$one to lo) Service Requests
6one of t$e above
3ncorrect4 Dettin) up to speed on t$e basics is best acco(plis$ed by startin) wit$ t$e My Oracle Support ow To series T$e (odules are focused to key areas of My Oracle Support and provide an effective learnin) platfor( 2ro( $ere, $e can post specific questions to t$e co((unity if $e wants to discuss furt$er
Gnowled)e Searc$ and Browse !Answer all questions in t$is section# 19 Hurin) SR 0reation flow, My Oracle Support will offer you su))ested solutions as you define your proble( ou $ave t$e option to turn off t$ese su))ested solution results !My Account, Gnowled)e -references#, alt$ou)$ it is a reco((ended best practice to leave t$e su))estions turned on Mark for Review !1# -oints
True !"#
2alse
3ncorrect4 T$is is true ou can select O22 to Solutions durin) SR creation under Gnowled)e -references As a best practice, it is a )ood idea to
leave it on !default# so t$at you potentially solve your issue wit$ a known solution !wit$out sub(ittin) a new SR#
1/ Mary is aware of -owerEiew filters s t$ere anot$er reco((ended way to quickly searc$ for content in My Oracle Support based on product? Mark for Review !1# -oints
0$eck t$e 0ertifications tab
-ost a t$read in My Oracle Support 0o((unity
se t$e )lobal searc$ bar
se t$e !Searc$ I Browse# feature on t$e Gnowled)e tab to select your product and enter your searc$ ter( !"#
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1$at options are available to furt$er refine your searc$ results? Mark for Review !1# -oints
ou can filter t$e results by clickin) t$e down arrow ne@t to t$e knowled)e source type
Once t$e searc$ $as run, you would need to create a new one wit$ (ore filters
ou can select one or (ore knowled)e collection types, add (ore words, and select a product, version or platfor( !"#
Turn off Searc$ Ter( Su))estion in knowled)e preferences
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1* To( is always lookin) to i(prove $is productivity e often searc$es in My Oracle Support and spends ti(e eac$ week reviewin) $is searc$ results A collea)ue reco((ended t$at $e set up and use -owerEiews to $elp filter and focus $is infor(ation needs >$at can To( acco(plis$ by creatin) a -owerEiew? Mark for Review !1# -oints
e can replace t$e )lobal searc$ functionality by creatin) a -owerEiew
e can create a -owerEiew for a specific product, and turn it on w$en needed to auto(atically filter Gnowled)e and ot$er re)ions e can also create (ultiple -owerEiews to display infor(ation t$at $e needs for different products !"#
e can auto(ate infor(ation updates to $is e(ail as eac$ -owerEiew $as t$e option to tri))er an e(ail w$en specified content is updated
6one of t$e above
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-roduct 0ertifications !Answer all questions in t$is section# 1C T$e 0ertifications tab in My Oracle Support is able to directly answer (ost of your certification questions T$e e@ception is older infor(ation t$at (ay not be included Mark for Review
!1# -oints
True !"#
2alse
30orrect4
0orrect
.& A product is certified for a S-;020 release of an operatin) syste( !OS# on a particular $ardware platfor( 2or e@a(ple, Oracle Hatabase !11.&9&# on Oracle Solaris 11 !S-AR0# Mark for Review !1# -oints
True !"#
2alse
30orrect4
t$e user? !1# -oints
0orrect
.1 >$at does t$e 0ertifications tab in My Oracle Support provide to Mark for Review
A quick way to lo) Service Requests related to 0ertification questions
T$is tab is only available to you in My Oracle Support if you purc$ase a special support contract T$e avera)e user does not $ave access
Access to product certification infor(ation !"#
6one of t$e above
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.. s t$ere any reason to c$eck t$e 0ertifications tab on a re)ular basis if your co(pany $as 6OT up)raded any of your products? Mark for Review !1# -oints
es, to c$eck t$e support dates to understand w$en your products stop bein) supported and track t$is infor(ation in your up)rade plan !"#
6o, you would only c$eck durin) an active up)rade plannin) cycle
6o, t$ere is no new infor(ation on t$e 0ertifications tab unless you received a ot Topics ;'Mail
6one of t$e above
30orrect4
0orrect
.9 ou type a searc$ for Oracle ;'Business Suite, Release 1../, and leave -latfor( as A6 our 0ertification searc$ results will s$ow a list of Oracle';'Business Suite 1../ certifications wit$ co(ponents like Operatin) Syste(s, Application Servers, and Hatabases ou will be able to drill into t$e details usin) t$e links under 6u(ber of Releases and Eersions Mark for Review !1# -oints
True !"#
2alse
30orrect4
0orrect
./ our tea( is plannin) to up)rade your Oracle ;'Business Suite installed product ou are a couple releases be$ind t$e latest version ou can use t$e 0ertifications searc$ to co(pare certifications for (ultiple releases to (ake a reco((endation to your tea( Mark for Review !1# -oints
True !"#
2alse
30orrect4
0orrect
-atc$es and pdates !Answer all questions in t$is section# .$at is a -atc$ Advisor?
Mark for Review
!1# -oints
A type of ifecycle Advisor in My Oracle Support t$at co'locates patc$in) infor(ation in areas suc$ as p)rade Advisors and -atc$in) I Maintenance Advisors !"#
T$e -atc$ Advisor is t$e Read(e file included wit$ all -atc$es t$at provide specific install infor(ation
A specific patc$ searc$ in My Oracle Support t$at only focuses on patc$ infor(ation
A tool t$at you can download t$at will analy5e t$e patc$es on your syste( to confir( you are on t$e latest patc$ set
6one of t$e above
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.* ou $ave a question about a patc$ you are downloadin) >$at is t$e option t$at Oracle reco((ends? Mark for Review !1# -oints
ocate t$e patc$ via searc$ on t$e -atc$es I pdates pa)e8 select t$e patc$ nu(ber to view t$e patc$ details, and select start a discussion or reply to a discussion based on w$at is available !"#
0all Oracle Support and ask a Support ;n)ineer
o) into My Oracle Support 0o((unity, locate your product and post your question
Sub(it a Service Request wit$ your question as t$e su((ary
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.C ow do you download a patc$ fro( t$e -atc$ Hetails pa)e? -lease select all answers t$at apply Mark for Review !1# -oints !0$oose all correct answers#
Searc$ t$e knowled)e base for an article on patc$in) for your product and click t$e download links
A user cannot directly download a patc$ fro( t$is site
2ro( t$e patc$ searc$ results, click on a patc$ nu(ber to view t$e patc$ detail, t$en click Hownload !"#
2ro( t$e patc$ searc$ results, $i)$li)$t a row, t$en select Hownload fro( t$e option bar !"#
Open a Service Request to ask Oracle Support to download t$e patc$ fro( t$is site
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9& our collea)ue, =ane, needs to find a patc$ in My Oracle Support S$e wants to know a fast and easy way to locate a patc$ for -ri(avera ou reco((end t$at s$e click on t$e -atc$es I pdates tab and t$en use t$e -roduct or 2a(ily searc$ S$e can input t$e product na(e and use t$e filters to searc$ Mark for Review !1# -oints
True !"#
2alse
30orrect4
0orrect
-a)e 1 of . JJJJJJ Test: Oracle Support Accreditation: MOS17 Review your answers, feedback, and question scores below An asterisk !"# indicates a correct answer T$is %&'question assess(ent test is t$e final co(ponent of t$e Oracle Support Accreditation )uided learnin) pat$ T$is assess(ent will allow you to test your knowled)e of t$e infor(ation provided in t$e Oracle Support Accreditation Receivin) a passin) score of *&+ or $i)$er (akes you eli)ible to beco(e an Oracle Support Accredited ser -lease note t$at you are only able to access t$e assess(ent once wit$in a ./ $r period My Oracle Support 0o((unity !Answer all questions in t$is section# 91 our 0o((unity e'(ail bo@ is quickly fillin) up wit$ e(ails ou need to easily )et it back under control >$at actions can you take to resolve t$is issue? Mark for Review !1# -oints !0$oose all correct answers#
T$ere is not$in) you can do to filter t$e nu(ber of e(ails you receive
Ealidate t$at you are 6OT followin) t$e top'level My Oracle Support !MOS0# 0o((unity as you )et e(ail for ;E;R update in every space !"#
Make sure you 2OO> only top'level co((unities to reduce e(ails
2ro( t$e dropdown ne@t to your na(e, select !-references# and review your ;(ail -references Make c$an)es to best (eet your obFectives !"#
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9. n t$e accreditation series, we cover t$e i(portance of findin) t$e ri)$t sub'space for your questions to ensure a fast response fro( t$e subFect e@perts >$at $appens if you post a product'specific question into t$e )eneral sin) My Oracle Support 0o((unity? Mark for Review !1# -oints
A (oderator for t$e co((unity will directly e(ail you to request t$at you re(ove t$is question
T$e question will tri))er an auto(atic e(ail t$at alerts you to ask t$e question in a different co((unity
T$e (oderator for t$e co((unity will see t$at t$e question is 6OT in t$e ri)$t co((unity and will atte(pt to find t$e ri)$t co((unity for your question T$is i(pacts t$e ti(e to resolution of your question !"#
6one of t$e above
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99 Sally $as a )reat idea to i(prove a product 2ro( t$e $o(e pa)e of 0o((unity, s$e clicks 0reate, dea >$en s$e atte(pts to locate t$e correct -lace !n a -lace#, $er product area is not listed >$at does t$is (ean? Mark for Review !1# -oints
-ost t$is question in t$e sin) My Oracle Support 0o((unity
Open a non'tec$nical Service Request, as t$is is a bu)
T$is feature is not available and s$ould not be displayed
T$e space or sub'space you want to use $as 6OT enabled t$is feature Only spaces and sub'spaces t$at support H;A 0R;AT; are available for selection !"#
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9/ ou $eard about a new co((unity and want to c$eck it out >$en you open My Oracle Support 0o((unity, you only see a few options listed in t$e S-A0;S O 2OO> pane !left navi)ation# >$at do you need to do to locate a new co((unity? Mark for Review !1# -oints
Ask your 0usto(er ser Ad(inistrator !0A# to c$an)e your 0o((unity access settin)s under My Account
2ro( t$e navi)ation banner, click t$e Space ist down arrow, locate a space of interest !for e@a(ple: Middleware MOS0# and t$en click on it to view t$e associated sub'spaces !"#
Eiew t$e new co((unities created t$is week in t$e Spotli)$t Area
o) a non'tec$nical Service Request
6one of t$e above
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9$y does Oracle Support ask for confi)uration data?
Mark for
!1# -oints
Oracle Support does not ask for confi)uration data
T$e data provides an understandin) of t$e confi)uration of Oracle software, revision levels, and t$e operatin) syste( and patc$in) levels !"#
T$e data $elps to deter(ine $ow often you lo) Service Requests
6one of t$e above
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9* T$e output of Oracle 0onfi)uration Mana)er !O0M# will list out t$e required fir(ware for your Oracle Syste(s products Mark for Review !1# -oints
True
2alse !"#
3ncorrect4
2alse, as O0M is for Oracle Software
9C Oracle ;M arvester is a collection tool t$at )at$ers infor(ation about your Oracle set'ups, confi)uration, and OS ou can auto(ate t$is infor(ation transfer wit$ Oracle Mark for Review !1# -oints
True !"#
2alse
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0orrect
/& 2ro( a $ardware perspective, w$at are t$e benefits of downloadin) Oracle Services Tools Bundle and enablin) Auto Service Request !ASR#? Mark for Review !1# -oints
;@perience faster proble( resolution by eli(inatin) t$e need to initiate contact wit$ Oracle for certain $ardware failures, reducin) nu(ber of p$one calls
needed
Auto(atically lo) Service Requests
0reate a fully qualified Service Request
All of t$e above !"#
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/1 ou $ave a planned outa)e window at t$e end of t$e quarter ou can access features available in My Oracle Support t$at will enable you to (ake decisions about reco((ended and security patc$es to install Mark for Review !1# -oints
True !"#
2alse
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/. To install Auto Service Request !ASR#, you need to validate all of t$e followin): ser $as Assets access level in My Oracle Support, t$ere is an instance of AR (ana)er installed on t$e network, asset is ASR qualified, ASR install process can be perfor(ed on t$e asset, ASR activation process $as been co(pleted by associatin) a contact in My Oracle Support, and Service Tools Bundle is installed Mark for Review !1# -oints
True !"#
2alse
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0reate and Mana)e Service Requests !Answer all questions in t$is section# /9 sers create a new Service Request by (ovin) t$rou)$ a structured step'by'step process t$at starts by askin) t$e ser to identify t$e Severity B;2OR; describin) t$e proble( Mark for Review !1# -oints
True
2alse !"#
3ncorrect4
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// A reco((ended best practice is to or)ani5e all t$e data associated wit$ your issue B;2OR; you initiate a new Service Request A 2ully Kualified SR provides Oracle Support wit$ as (uc$ detail as possible about your issue T$is includes w$at $appened, users i(pacted, sin)le or repeat occurrences, any c$an)es, and related dia)nostic data to attac$ to t$e Service Request Mark for Review !1# -oints
True !"#
2alse
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/$ic$ of t$e followin) is t$e best e@a(ple of a co(plete Service Request -roble( Su((ary? Mark for Review !1# -oints
Blue screen
MySql is e@periencin) a connection proble(
Application is slow in t$e afternoon
MySql !usin) =HB0 e>ay# is e@periencin) a connection proble(: 0lass6a(e not found !"#
3ncorrect4 T$e best practice is to $i)$li)$t >AT is $avin) t$e issue and provide a s$ort description of t$e proble( T$is $elps w$en you are sortin) your Service Requests on proble( su((ary and it $elps t$e Oracle Support en)ineer quickly understand t$e issue prior to deep divin) into t$e data you provided T$e (ore specific t$e proble( su((ary, t$e faster t$e Support ;n)ineer can be)in a tar)eted investi)ation
/%
>$en s$ould Severity 1 be selected for your Service Request?
Mark for Review !1# -oints
To )et i((ediate attention to your Service Request
>$en your business $as stopped functionin) due to an issue on your Oracle Syste(, Software, or Application !"#
>$en your testin) syste( is down
>$en you are considerin) callin) (ana)e(ent attention to your issue
All of t$e above
30orrect4
0orrect
/7 >$at is a reco((ended best practice to follow w$en you $ave a non'ur)ent !$ow'do'# type question for Oracle Support A6H you would like to )at$er infor(ation fro( ot$er users Mark for Review !1# -oints
0all Oracle Support
o) a tec$nical support Service Request via My Oracle Support
Searc$ t$e knowled)e base
-ost a detailed question in a relevant co((unity wit$in My Oracle Support to en)a)e subFect'(atter e@perts !"#
3ncorrect4 T$e question is askin) for t$e B;ST process to follow for a Kuestion ou can searc$ t$e knowled)e base, but askin) for $elp in t$e co((unity (ay )ive you a faster and (ore tar)eted answer as you can interact wit$ subFect' (atter e@perts
/* A reco((ended best practice is to validate your access levels in My Oracle Support B;2OR; you create a service request >$ere can you validate your access? Mark for Review !1# -oints
Ask your 0A
Atte(pt to open a new SR and see if you can sub(it
My Account, Eiew sers ook up your na(e and see your current access levels
My Account, Support dentifiers 0$eck for 0reate and pdate access for your Support dentifiers !"#
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Oracle Support -olicies !Answer all questions in t$is section# /C T$e ifeti(e Support Sta)es for your Oracle -roducts are: -re(ier Support, ;@tended Support, and Sustainin) Support Mark for Review !1# -oints
True !"#
2alse
30orrect4
0orrect
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