General Product Support Assessment (v3.1)

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Prueba: General Product Support Assessment (v3.1)

Revise las respuestas, los resultados y las puntuaciones de las preguntas que se muestran a continuación. Las respuestas correctas están marcadas con un asterisco ( *).

This 38-question assessment test is the final component of the General S upport Specialist guided learning path. This assessment will allow you to test y our knowledge level of the information learned from the Support Specialist cours es. Passing a >80% of this assessment makes you eligible to become an General Pr oduct Support Specialist. (v3.0)

Premier Support

(Responder todas las preguntas de esta sección)

1. Copies of the Technical Support policies can only be req uested from your Premier Support rep Marcar para Revisión

(1) Puntos

Verdadero

Falso (*)

Correcto Corrrect

2. Your Support Identifier (SI) is Marcar para Revisión (1) Puntos

A unique hotline phone number to contact Oracle Support

An automatically generated identifier associated with a Service Request

A unique number that identifies you, your products, and your Company’s lev el of support (*)

All of the above

None of the Above

Correcto Corrrect

3. Is this an accurate use case? An Oracle Customer is usin g Oracle E-Business Suite Release 12. They would review the Lifetime Support Pol icy document for Oracle Applications to look up the GA date, Premier, Extended, and Sustaining support dates that apply to this release. Marcar para Rev isión

(2)

Verdadero (*)

Falso

Correcto Corrrect

4. Which response is the best description of Oracle Softwar e Technical Support Policies? Marcar para Revisión

(1) Puntos

Documentation used to communicate Oracle’s software support policies, incl uding Oracle’s software support terms and support levels (*)

Documentation used to identify when Premier Support ends for a given sof tware product

Documentation that describes the standard Limited Warranty that applies to all products for which the Oracle Hardware Warranty is eligible

A document that outlines the standard installation steps for all Oracle software

None of the Above

Correcto Corrrect

OCVS Overview

5. As an active OPN member, you can automatically take adva ntage of the OCVS benefit. Marcar para Revisión

(1) Puntos

Verdadero

Falso (*)

(3)

Página 1 de 8 Siguiente Resumen

OCVS Overview

6. Which of the following statements regarding our value pr oposition to our Partners for Oracle Collaborative Vendor Support (OCVS) is NOT true? Marcar para Revisión

(1) Puntos

Reduces training commitment by not having to pursue in-depth training on Oracle products you do not support.

Reduces costs by not having to create and maintain traditional cooperati ve support agreements.

Provides a consistent support process for all of a Partner s support nee ds, regardless of a Mutual Customer s involvement. (*)

Enables practices that align with many industry support certifications.

Provides a consistent, collaborative support process by which to engage with Oracle Support.

Correcto Correct

7. A "Mutual Customer" under Oracle Collaborative Vendor Su pport (OCVS) must have an active support contract with BOTH Oracle and a partici pating Partner. Marcar para Revisión

(1) Puntos

Verdadero (*)

(4)

Correcto Correct

8. Which of the following statements are Partner requiremen ts for collaboration in Oracle Collaborative Vendor Support (OCVS)? Marcar para Revisión

(1) Puntos

(Seleccione todas las respuestas correctas)

Partner must direct Mutual Customers to contact Oracle Support directly on Oracle-related issues.

Partner must provide the Mutual Customer’s support identification number w hen collaborating with Oracle Support. (*)

As part of OCVS, Partners have the option of collaborating with Oracle S upport on a Mutual Customer support issue.

Partner must establish their own severity levels and response timeframes for Mutual Customer support issues.

Partner must provide and maintain standard contact and escalation inform ation for the OCVS. (*)

Correcto Correct

9. OCVS can be used as a replacement for support Marcar para Revisión (1) Puntos Verdadero Falso (*) Correcto Correct My Oracle Support

10. A best practice when creating new Service Requests is to provide: Marcar para Revisión

(5)

A comprehensive problem description including loss of functionality, seq uence of events, known workarounds, and business impact (*)

Explanation of your role on your team and why you log Service Requests

A list of solutions you reviewed in My Oracle Support

All of the Above

None of the above

Correcto Correct

Anterior Página 2 de 8 Siguiente Resumen

My Oracle Support

11. What products can make use of the Patch Recommendations region in My Oracle Support? Marcar para Revisión

(1) Puntos

All Products

All products supported by Oracle Configuration Manager (*)

Oracle E-Business Suite and Oracle Database products

JD Edwards product line

(6)

Correcto Correct

12. If you are unable to get traction and progress your serv ice request your best course of action is to Marcar para Revisión

(1) Puntos

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 Re quest

All of the Above

None of the above

Correcto Correct

13. Can you identify the features available to you via your Oracle Single Sign-on (SSO) account? Marcar para Revisión

(1) Puntos

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

Correcto Correct

14. What options are available in My Oracle Support for find ing the latest patch sets? Marcar para Revisión

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For all products, you can select the link to Latest Patch set in the Qui ck Links area

It depends on the product. Some products require you to access the quick links to specific product patch sets and other products require the use of Prod uct or Family (Advanced) Search (*)

For all products, you can use Product or Family (Advanced) Search and se lect Type = Patch set

Patch sets are only available if you call Oracle Support

None of the above

Correcto Correct

15. Customers can use My Oracle Support to ‘Get Proactive’ for t heir installed products. What are the most common ways to access? Marcar para Revisión

(1) Puntos

Users can access rom the My Oracle Support Knowledge tab (Knowledge Link s) 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’ portf olio through oracle.com

User can click an embedded link within their service request

All of the Above

None of the above

Correcto Correct

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My Oracle Support

16. As a User in My Oracle Support, I can add only one filte rs to a PowerView Marcar para Revisión

(1) Puntos

Verdadero

Falso (*)

Correcto Correct

17. Knowing how to find Knowledge content in My Oracle Suppo rt is important for Users. If you wanted to review Alerts and Recently Updated i nformation, where would you look? Marcar para Revisión

(1) Puntos

Review the Knowledge Articles region on the Knowledge Base tab (*)

Check the News section on your Dashboard

Create an Advanced Search

Look at Recently Viewed in the Knowledge Base region

None of the above

Correcto Correct

18. You recently completed a search in Mobile My Oracle Supp ort and found a knowledge article that will likely solve a problem you have. You can mark it as a Favorite using your Smart Phone and then easily find this so lution to review the next time you log into My Oracle Support. Marcar para Rev isión

(1) Puntos

(9)

Falso

Correcto Correct

19. The Knowledge Base in My Oracle Support is used exclusiv ely by Oracle Customers to research and update Service Requests and improve know ledge content Marcar para Revisión

(1) Puntos

Verdadero

Falso (*)

Incorrecto Incorrect. Refer to the "MOS Searching and Browsing in K nowledge Base" training for more information.

20. Identify the data repositories that are accessed when us ing the search feature in Mobile My Oracle Support Marcar para Revisión (1) Puntos

Just the knowledge base

Knowledge base and bug database (*)

Just the bug database

Bug database and My Oracle Support Community

None of the above

Correcto Correct

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upport Specialist guided learning path. This assessment will allow you to test y our knowledge level of the information learned from the Support Specialist cours es. Passing a >80% of this assessment makes you eligible to become an General Pr oduct Support Specialist. (v3.0)

My Oracle Support

21. When a customer is monitoring their Service Requests, th e most desirable status is Automatically Closed/Closed Initiated Marcar para Revisión

(1) Puntos

Verdadero

Falso (*)

Correcto Correct

22. You found an issue with your installed product and want to log a new Service Request. What access do you need in My Oracle Support? Marcar para Revisión

(1) Puntos

Create & Update (*)

General user access that you receive by being assigned to a specific Sup port Identifier

Download Patches plus a Support Identifier

Customer User Administrator role plus Create & Update

None of the above

Correcto Correct

23. The Knowledge Base filter in My Oracle Support allows us ers to search by: Marcar para Revisión

(1) Puntos

Product

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Product, Task, and Release (*)

You can’t set filters in this search, just input search terms

Incorrecto Incorrect. Refer to the "MOS Searching and Browsing in K nowledge Base" training for more information.

24. Consider a scenario where your Company wants to implemen t a new product with a specific operating system. Would it be appropriate to con duct a certification search in My Oracle Support based on this combination to en sure it has been tested and certified to work together? Marcar para Revisión (1) Puntos

Verdadero (*)

Falso

Correcto Correct

25. What is the best definition of Mobile My Oracle Support? Marcar para Revisión

(1) Puntos

The main My Oracle Support portal with a different URL for easy access b y Smart Phone

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

My Oracle Support web-based application optimized for mobile devices. Us ers 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 offline on your mobile device

None of the above

Incorrecto Incorrect. Refer to the "Mobile My Oracle Support" train ing for more information.

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My Oracle Support

26. You are in My Oracle Support Community and see a lengthy thread with a title that suggests the content is relevant to your need. Where i s the best place to start reading this thread? Marcar para Revisión

(1) Puntos

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

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

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

All of the Above

None of the above

Correcto Correct

27. Once a PowerView has been created, it permanently change s your results in My Oracle Support Marcar para Revisión

(1) Puntos

Verdadero

Falso (*)

Incorrecto Incorrect. Refer to the "My Oracle Support PowerViews" t raining for more information.

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Oracle Collaborative Support Program

28. If you encounter issues in installing Oracle Web Confere nce Console, you should Marcar para Revisión

(1) Puntos

Try using a different browser

Troubleshoot using New User Test (*)

Contact Oracle Support Hotline

Contact your Network administrator

None of the above

Correcto Correct

29. Oracle Collaborative Support uses industry standard Secu re Socket Layer, or SSL, with 128-bit encryption for transmitting encrypted data securely. Marcar para Revisión

(1) Puntos

Verdadero (*)

Falso

Correcto Correct

30. To join a web conference - while the Conference ID is th e same as the SR# - the Conference Key is your Marcar para Revisión

(1) Puntos

Partner ID

Email Address

(14)

First name of the Employee joining OWC

None of the above

Correcto Correct

How to Escalate a Service Request within Oracle Support (Responder todas las preguntas de esta sección)

31. Escalation Process should be used for Marcar para Rev isión

(1) Puntos

Increasing the severity of your Service Request to 1

Arranging on-site assistance

Draw higher level of attention to business critical issue from Oracle Su pport Management. (*)

Arranging for a call from Sales Team or your Account Manager

All of the above

Correcto Correct

32. A Customer should ensure the following before requesting for a Service Request Escalation Marcar para Revisión

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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 (*)

Correcto Correct

Customer Service Soft-skills Training Best Practices (Responder todas las preguntas de esta sección)

33. Not having answers or know how to obtain information in a timely manner contribute to customer frustration. Marcar para Revisión (1) Puntos

Verdadero (*)

Falso

Correcto Correct

34. It is good communication practice to train staff to shie ld customers from internal issues – maintain professionalism and confidence when i n front of customer if internal roadblocks are encountered. Marcar para Rev isión

(1) Puntos

Verdadero (*)

Falso

Correcto Correct

35. Mastering and achieving great customer service and commu nication skills with your customers will build Customer Loyalty Marcar para Rev isión

(16)

Verdadero (*)

Falso

Correcto Correct

Customer Service Soft-skills Training Best Practices (Responder todas las preguntas de esta sección)

36. Effective Communication skills are NOT essential in deve loping satisfied customers. Marcar para Revisión

(1) Puntos

Verdadero

Falso (*)

Correcto Correct

37. What the customers want? Customers want and expect the f ollowing from Oracle and its partners. Select all that apply. Marcar para Rev isión

(1) Puntos

(Seleccione todas las respuestas correctas)

Be the Center of Attention when they have Needs – they want to feel they h ave priority and attention when issues arise. (*)

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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

Correcto Correct

38. A great deal of customer escalations can be prevented by awareness of customer on knowing what to expect.. Marcar para Revisión (1) Puntos

Verdadero (*)

Falso

Correcto Correct