Oracle Training Test.txt

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My Oracle support oracle.com

Test: General Product Support Assessment (v3.0)

Review your answers, feedback, and question scores below. An asterisk (*) indica tes a correct answer.

This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from the Support Specialist courses . Passing a >80% of this assessment makes you eligible to become an General Prod uct Support Specialist. (v3.0)

Premier Support

(Answer all questions in this section)

1. Oracle Customers can access the Oracle Lifetime Support Policy PDF via (se lect one or more answers) Mark for Review

(1) Points

(Choose all correct answers)

My Oracle Support (*)

oracle.com (*)

My Oracle Support Community

None of the Above

Corrrect

2. What is the best description of the Customer User Administrator (CUA) role ? Mark for Review

(1) Points

The CUA logs tickets in My Oracle Support on behalf of the Users

The CUA is the individual identified by the Oracle Customer to manage User a ccess requests for each of the Customer s Support Identifiers in My Oracle Support (*)

The CUA helps Users customize the My Oracle Support regions to maximize the value of the support experience

The CUA manages the Customer s profile information on My Oracle Support

None of the Above

Corrrect

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ort engineers who actively log tickets with My Oracle Support. This manager need s to understand the basics of technical support fees, support period, licenses, technical contacts, and program updates. You should refer them to: Mark for Re view

(1) Points

The Lifetime Support Policies

Support best practices page on oracle.com

The help menu in My Oracle Support

The Technical Support Policies (*)

None of the Above

Corrrect

4. Is this an accurate use case? An Oracle Customer is using Oracle E-Busines s Suite Release 12. They would review the Lifetime Support Policy document for O racle Applications to look up the GA date, Premier, Extended, and Sustaining sup port dates that apply to this release. Mark for Review

(1) Points True (*) False Corrrect MVSP Overview

5. Which of the following statements are Partner requirements for participati on in the Multi-Vendor Support Program (MVSP)? Mark for Review

(1) Points

Partner must be accepted into all Product Focus Areas in order to participa te in the MVSP.

Partner must apply and received confirmation of acceptance for use of the M VSP benefit. (*)

Partner must be trained on all Oracle products they wish to engage with Ora cle Support through the MVSP.

Partner must be a current OPN member in good standing. (*)

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

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Page 1 of 8 Next Summary

This 38-question assessment test is the final component of the General Sup port Specialist guided learning path. This assessment will allow you to test you r knowledge level of the information learned from

MVSP Overview

6. which are TSANet relationship levels? Mark for Review (1) Points

Open Group Agreements

Closed Group Agreements (*)

Classic or Standard Community (*)

Mission Critical Community (*)

Correct

7. Which of the following statements reflect the value proposition to our Mut ual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mark for Review

(1) Points

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Improves response by having all parties involved in the collaboration. (*)

Increases the risk and costs associated with owning multi-vendor solutions.

Provides enhanced support value for multi-vendor implementations. (*)

Strives to prevent the frustration of finger-pointing between vendors and imp roves overall satisfaction. (*)

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

8. how many MVSP components? Mark for Review (1) Points 1 2 (*) Correct

9. To support mutual customer, MVSP vendor must use customer's CSI to log SR to Oracle to ensure that the customer is a current Oracle support customer Mar k for Review (1) Points True False (*) Correct My Oracle Support

10. The search engine allows you to find your product by typing in any one of a number of known "aliases." Mark for Review

(1) Points True (*) False Correct

Previous Page 2 of 8 Next Summary

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My Oracle Support

11. What products can make use of the Patch Recommendations region in My Orac le Support? Mark for Review

(1) Points

All Products

All products supported by Oracle Configuration Manager (*)

Oracle E-Business Suite and Oracle Database products

JD Edwards product line

None of the above

Correct

12. You are a manager with responsibility for several different product teams logging service requests in My Oracle Support. Would it be possible to create i ndividual team PowerView filters for easy visibility into the activity for each team? Mark for Review

13. What is the best definition of Mobile My Oracle Support? Mark for Revie w

(1) Points

The main My Oracle Support portal with a different URL for easy access by Sm art Phone

My Oracle Support web-based application optimized for mobile devices. Users are able to search the knowledge base.

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My Oracle Support web-based application optimized for mobile devices. Users can view and update SRs as well as search the knowledge base. (*)

A detachable region in My Oracle Support that can be downloaded and used off line on your mobile device

None of the above

Correct

14. You initiated a product search using the Knowledge Base search in My Orac le Support. Your search results included an information center. What is an infor mation center? Mark for Review

(1) Points

A collection of related Service Requests and patches

A knowledge object that organizes key information for the User in one place such as Alerts, New Knowledge Documents, News, and Troubleshooting (*)

A type of My Oracle Support Community

An exclusive Support Training portal

None of the above

Correct

15. One of your responsibilities is managing the patch strategy for your comp any. What is the most effective approach to finding patch information? (Select a ll that apply) Mark for Review

(1) Points

Install Oracle Configuration Manager and make use of the Patch Planner for the system/target you are interested in (*)

Use the knowledge base search and search for documents with patch strategy (*)

Log an SR and ask Oracle

Add the Patch Planner region to your Dashboard view in My Oracle Support

Use Knowledge Base search to look for a Patch advisor information center (* )

Incorrect. Refer to the "Patching" training for more information.

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My Oracle Support

16. You are in My Oracle Support Community and see a lengthy thread with a ti tle that suggests the content is relevant to your need. Where is the best place to start reading this thread? Mark for Review

(1) Points

Read most recent replies first and then continue reading all the replies

Read replies in chronological order, starting at the last reply and working forward

Read the reply marked as Correct first, then any replies marked Helpful, and then continue with other replies as needed (*)

None of the above

All of the Above

Correct

17. What is the relationship between your SSO and My Oracle Support accounts? Mark for Review

(1) Points

You can log into My Oracle Support without a SSO login

You must apply for your SSO login before you can obtain a My Oracle Support account (*)

You must apply for a My Oracle Support account before obtaining a SSO login There is no relationship Correct

18. If you are unable to get traction and progress your service request your best course of action is to Mark for Review

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Change the Severity level to ensure it gets immediate attention

Initiate an escalation (*)

Close the existing Service Request and then resubmit as a new Service Reques t

None of the above

All of the Above

Correct

19. When a customer is monitoring their Service Requests, the most desirable status is 'Automatically Closed/Closed Initiated' Mark for Review

(1) Points True False (*) Correct

20. Customers can use My Oracle Support to Get Proactive for their installed pr oducts. What are the most common ways to access? Mark for Review

(1) Points

Users can access the from the My Oracle Support Knowledge tab (Knowledge Lin ks) or by typing Get Proactive in the search knowledge base field in the tab row (*)

Users can bypass My Oracle Support and directly access Get Proactive portfolio through oracle.com

User can click an embedded link within their service request

None of the above

All of the Above

Correct

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My Oracle Support

21. My Oracle Support portal is not customizable Mark for Review (1) Points True False (*) Correct

22. The Knowledge Base in My Oracle Support is used exclusively by Oracle Cus tomers to research and update Service Requests and improve knowledge content M ark for Review

(1) Points True False (*)

Incorrect. Refer to the "MOS Searching and Browsing in Knowledge Base" tra ining for more information.

23. The Customer User Administrator (CUA) role is assigned and managed by Ora cle Mark for Review

24. What essential knowledge does the Customer User Administrator (CUA) need in order to deliver the most value to their Company? Mark for Review

(1) Points

Knowledge of My Oracle Support functionality

Knowledge of Automatic Service Request (ASR) set-up and use

Understanding of their business model and user base to determine what access privileges best support their business objectives (*)

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None of the above

Correct

25. When a specific PowerView is "on", it is propagated throughout My Oracle Support Mark for Review

My Oracle Support

26. The Knowledge Base filter in My Oracle Support allows users to search by: Mark for Review

(1) Points

You can t set filters in this search, just input search terms

Product

Product and Task

Product, Task, and Release (*)

Correct

27. Can you identify the features available to you via your Oracle Single Sig n-on (SSO) account? Mark for Review

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Oracle Store, Oracle Support, Marketing events, Oracle Partner Network (*)

My Oracle Support

There is no Oracle Single Sign-on account

Settings tab in My Oracle Support to update my profile

None of the above Correct

Oracle Collaborative Support Program (Answer all questions in this section)

28. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely. Mark for Review (1) Points True (*) False Correct

29. Which of the following are the benefits of using Oracle Collaborative Sup port ? Mark for Review

(1) Points

Faster resolution of issues (*)

Provide training on how to use a Product

Improve Customer Satisfaction (*)

Provide customer with license discounts

All of the above

Correct

30. Voice streaming enables the host to broadcast his voice to attendees, and the attendees can listen to the host either through their telephone or through their PC speakers. Mark for Review

(1) Points

True (*)

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False Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section)

31. A Customer should ensure the following before requesting for a Service Re quest 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

Correct

32. You should consider escalating an SR when Mark for Review (1) Points

you encounter a critical roadblock (*)

you are dissatisfied with the resolution or response to a Service Request ( *)

the SR was raised with the wrong severity

Project deadline is within 10 days (*)

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All of the above Correct

Customer Service Soft-skills Training Best Practices (Answer all questions in this section)

33. It is good communication practice to train staff to shield customers from internal issues maintain professionalism and confidence when in front of custom er if internal roadblocks are encountered. Mark for Review

34. A great deal of customer escalations can be prevented by awareness of cus tomer on knowing what to expect. . Mark for Review

35. High Customer Satisfaction means: Mark for Review (1) Points

Reducing the number of service requests (*)

Reducing the time to resolve issues (*)

Lowering the number of escalation (*)

1 & 2 only

None of the above

Correct

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Customer Service Soft-skills Training Best Practices (Answer all questions in this section)

36. What are softskills? Soft Skills let your customers know: (Select all tha t applies). Mark for Review

(1) Points

They are important (*)

As a service provider are knowledgeable (*)

We are a staff of professional and solution focused (*)

We are setting clear expectations with customers (*)

None of the above

Correct

37. Select ALL important points to consider to ensuring a productive relation ship with your customers. Mark for Review

(1) Points

Under promise and over deliver (*)

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 (*)

Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*)

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

Correct

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38. 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 c an be certain that you soon will learn the reason for their unhappiness. Once yo u 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