Yanıtlarınızı, geribildiriminizi ve sorulardan

Transkript

Yanıtlarınızı, geribildiriminizi ve sorulardan aldığınız notları aşağıda inceleyebilirsiniz.
Yıldız (*) doğru yanıtı gösterir.
Top of Form
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This 68-question assessment test is one of the final components of this Help Desk Support C
My Oracle Support Introduction
(Bu bölümdeki tüm soruları yanıtlayın)
1 You would like to locate content about what
Görüş Bildirmek Üzere
. changed in the LATEST My Oracle Support release.
Which of the following statements best describes
İşaretle
the steps you would follow?
(1) Puan
Call Oracle and log a Service Request to ask
what changes have been made.
Access 'My Oracle Support Resource Center'
and view the Release Notes (*)
Post a question in the 'Using My Oracle Support
Community' asking what changes have been
made in the last release
Search for 'Release Notes' in the Global Search
and go through the different results.
Correct
2 My CUA is my first point of contact for any access
. issues I experience with My Oracle Support
İşaretle
(1) Puan
Doğru (*)
Yanlış
Correct
3 You have a Hardware SI and your dashboard is NOT
. showing the Assets widget. What is the first step
you should take to resolve this issue?
İşaretle
(1) Puan
Select the "Contact Us" link in My Oracle
Support and ask for help
Contact an Oracle colleague and ask for advice
Go to your "My Account" page and confirm if
you have access to View Assets for the
designated SI. If your Assets column says 'No
Access', you will not be able to add the Assets
widget (*)
Select 'Customize Page' on the My Oracle
Support home page and make sure the Asset
widget is displayed on your dashboard
None of the above
Correct
4 As a user of My Oracle Support, you want to get the
. most value from the customizable dashboard
layout. Which of the following are best practices to
İşaretle
customize your layout and make it work for you?
(1) Puan
Select all that apply.
(Tüm doğru yanıtları seçin)
Consider modifying your dashboard any time
your role changes or you have a new product
interest (*)
Add as many widgets as you can to the
dashboard to maximize what you see when you
login
Do not customize what you see in the
dashboard. When you first login to My Oracle
Support, you have access to all the
recommended widgets by default
Ask your CUA to suggest a layout
Reduce wasted time and frustration by
organizing your dashboard to match your job
role and product (*)
Correct
5 My Oracle Support has pre-set dashboard
. configuration options based on role. For example, I
can go to the Customize link and select "Hardware
İşaretle
User" to automatically add the widgets to my
(1) Puan
dashboard associated with this user type
Doğru
Yanlış (*)
Correct
Bottom of Form
As a
Görüş Bildirmek Üzere İşaretle
customer,
you want to
stay informed (1) Puan
about ALL
UPDATES to
content
related to My
Oracle
Support.
Which of the
following
options is the
best
approach?
Follow
@myoraclesu
pport on
Twitter
Log a nontechnical
support
Service
Request and
have the
Oracle
Support team
tell you what
is new
View the User
Resource
Center on
your
dashboard to
see the latest
content
(mark it as a
favorite) (*)
Subscribe to
Hot Topics EMail >
Articles and
Information >
Add Search
for My Oracle
Support
(product),
select
"Knowledge
Articles" and
Apply your
changes.
None of the
above
Correct
7.
The number of
tabs you see in
My Oracle
Support depends İşaretle
on the Support (1) Puan
Identifiers
associated with
your account.
Doğru (*)
Yanlış
Correct
Knowledge Search and Browse
8.
What is a Search
Helper?
İşaretle
(1) Puan
Voiceactivated
help feature
that you can
turn on in My
Oracle
Support
A new section
in the Service
Request
process
An option you
can select
under
Knowledge
Preferences
Some
products
have created
search
helpers which
allow you to
identify
where a
product issue
is occurring
and then
recommend
documents
based on
your
selection (*)
Correct
9.
During the stepGörüş Bildirmek Üzere
by-step flow, My
Oracle Support
İşaretle
will offer you
(1) Puan
suggested
solutions as you
define your
problem. You
have the option
to 'turn off' these
suggested
solution results
when you create
a Service
Request.
Doğru (*)
Yanlış
Correct
10.
What is the best
way to find
content in My
Oracle Support İşaretle
(1) Puan
based on
product?
Global Search
bar
Post a thread
in My Oracle
Support
Community
Use the
'Search &
Browse'
feature on
the
Knowledge
tab and
productbased
information
centers (*)
Check the
Certifications
tab
Correct
.What is a
Search
Helper?
(1) Puan
Voice-activated help feature that you can turn on in
My Oracle Support
A new section in the Service Request process
An option you can select under Knowledge
Preferences
Some products have created search helpers which
allow you to identify where a product issue is
occurring and then recommend documents based on
your selection (*)
Correct
9. During the step-by-step flow, My Oracle Support will offer
you suggested solutions as you define your problem. You
have the option to 'turn off' these suggested solution
results when you create a Service Request.
İşaretle
(1) Puan
Doğru (*)
Yanlış
Correct
10. What is the best way to find content in My Oracle Support
based on product?
İşaretle
(1) Puan
Global Search bar
Post a thread in My Oracle Support Community
Use the 'Search & Browse' feature on the Knowledge
tab and product-based information centers (*)
Check the Certifications tab
Correct
1 What is
1. Advanced
Search?
(1) Puan
A type of PowerView filter that you
can set
Another name for the Global Search
region
Advanced Search allows you to refine
a number of variables to significantly
improve your results. Search on words
or phrases using an "AND' in the
search query and identify the sources.
(*)
It refers to the Refine Search window
on the Knowledge tab
Correct
12.
A common problem that Users experience
in My Oracle Support when searching:
User enters a key word in the Global
İşaretle
Search box and views the results. User
cannot find the right information due to (1) Puan
the large volume of content returned with
this approach.
Doğru (*)
Yanlış
Correct
13.
Why would I want to review and update
my current settings for Knowledge
Preferences (Settings tab, My Account)?
Allows you to provide feedback to My
Oracle Support on ways to improve
the quality and content of the
İşaretle
(1) Puan
knowledge base
You can update your knowledge
widgets to customize your dashboard
You can make specific choices to
customize your search experience
with options like number of search
suggestions and default search source
(*)
All of the above
None of the above
Correct
Product Certifications
14.
The Certifications tab in My Oracle
Support is able to directly answer all of
your certification questions in a single
location.
İşaretle
(1) Puan
Doğru
Yanlış (*)
Correct
15.
What is the definition of a certification?
İşaretle
(1) Puan
A combination of Oracle and thirdparty products, operating systems, or
hardware that Oracle believes should
work together
A testing matrix that Oracle provides
via the Certifications tab that allows
you to compare combinations of
Oracle and third-party products
A combination of Oracle and thirdparty products that Oracle has tested
and should work together.
A combination of Oracle and thirdparty products, operating systems, or
hardware that Oracle has tested and
should work together. (*)
Correct
1 I am not sure of
6. the exact
product name
(1) Puan
to use in the
Certifications
tab. What is the
best approach?
Locate the product name glossary
on the Knowledge tab
You should be able to find your
product by typing a portion of the
name. The Certifications search is
equipped with aliases that will
suggest product options to you (*)
Create a new thread and ask the
Certifications community
Check your SI to find out exactly
how to input the product name
None of the above
Correct
17.
A product is certified for a specific
release of an operating system (OS) on
a particular hardware platform. For
example, Oracle Database (11.2.0.3.0) İşaretle
(1) Puan
on Oracle Solaris 11 (SPARC)
Doğru (*)
Yanlış
Correct
18.
What does the Certifications tab in My
Oracle Support provide to the user?
İşaretle
(1) Puan
A quick way to log Service
Requests related to Certification
questions.
This tab is only available to you in
My Oracle Support if you purchase
a special support contract. The
average user does not have
access.
Access to product certification
information (*)
None of the above
Correct
Patches and Updates
19.
What is a Patch Advisor?
İşaretle
(1) Puan
A type of Lifecycle Advisor in My
Oracle Support that co-locates
patching information in areas such
as Upgrade Advisors and Patching
& Maintenance Advisors (*)
The Patch Advisor is the Readme
file included with all Patches that
provide specific install information
A specific patch search in My
Oracle Support that only focuses
on patch information
A tool that you can download that
will analyze the patches on your
system to confirm you are on the
latest patch set
None of the above
Correct
20.
I can use Patch Plans and Upgrade
Plans without having Oracle
Configuration Manager installed.
Doğru
İşaretle
(1) Puan
Yanlış (*)
Correct
2 Regardless of
1. your specific
Oracle
products, the (1) Puan
general
process to
download
patches in My
Oracle
Support is the
same
Doğru (*)
Yanlış
Correct
22.
I am looking to download the JD Edwards
EnterpriseOne 9.1 patch. What is the
most correct method to do this?
Select Patches and Updates Tab >
Patch Plan > select my configuration
> select the release 9.1 > Select
Analysis > download the patches
after I read any message displayed.
Log a Service Request with Oracle
Support and ask for the Support
Engineer to send me the required
patches.
İşaretle
(1) Puan
Advanced Search > Search for JD
Edwards EnterpriseOne > Release is
9.1 and select search
Quick Links JD Edwards > search for
JD Edwards EnterpriseOne > Release
is 9.1, agree to license and select
search (*)
Correct
23.
A great resource for additional help in My
Oracle Support is the 'context-sensitive'
help located in the upper-right. You can
İşaretle
view detailed answers to common
questions about topics such as Patching. (1) Puan
Doğru (*)
Yanlış
Correct
24.
You have some questions about a
recommended patch set for your
products. What is the best practice for
you to ask specific questions and get
feedback?
Create a new thread in the
appropriate patching community and
discuss with the members of your
community. (*)
Use Google to find out what
recommended patches are available
Add the 'Recommended Patch Sets'
widget to your dashboard
İşaretle
(1) Puan
Use the Patch Search region on
Patches & Updates tab, Product or
Family (Advanced) search. Select
release and type (Patchset) and
search. Sort patches based on date
to see the latest displayed first
Log a Service Request
Correct
My Oracle Support Community
25.
You want to post a question to a My
Oracle Support Community; however,
you cannot see the community you are
interested in when you launch My Oracle İşaretle
Support Community and view the main (1) Puan
page. How do you resolve this?
Post your question in the 'Using My
Oracle Support' community
Log a technical Support Request for
assistance
Ask your Customer User
Administrator to grant you access to
the community in question and it will
appear the next time you log in
Edit your subscriptions to include the
desired community (*)
Correct
26.
You heard
about a
new
community (1) Puan
and want
to check it
out. When
you open
My Oracle
Support
Communit
y, you only
see a few
options
listed in
the 'Find a
Communit
y' pane on
the left
navigation.
What do
you need
to do to
access the
complete
list of
available
communiti
es?
Ask your Customer User
Administrator (CUA) to change your
Community access settings under
My Account
What you see is being filtered by
your subscriptions. Click the
'Subscriptions On' button on the
menu bar to turn off subscriptions
(remove content filters within
Communities). You should
immediately see the list of options
appear. (*)
Go back into the My Oracle Support
dashboard and select My Oracle
Support Community again to refresh
the view.
Log a non-technical Service Request
None of the above
Correct
27.
What is a typical consequence of
posting a product-specific question into
the 'Using My Oracle Support'
İşaretle
Community?
(1) Puan
A moderator for the community will
directly email you to request that
you remove this question
The question will trigger an
automatic email that alerts you to
ask the question in a different
community
The moderator for the community
will see that the question is not in
the right community and will
attempt to find the right community
for your question. This impacts the
time to resolution of your question
(*)
None of the above
Correct
28.
The same Oracle Support Engineers that
resolve technical Service Requests also
participate in My Oracle Support
İşaretle
Community to share their knowledge
(1) Puan
and expertise as part of this trusted
community.
Doğru (*)
Yanlış
Correct
29.
Which of the following attributes
describe the value of My Oracle Support
Community?
Available to users 7x24x365. You
can always engage in the global
community at a convenient time in
your work day
Each community is staffed with a
special set of Oracle support
engineers who engage exclusively
with online questions
Leverage the shared experience of
your peers and subject-matter
experts to quickly expand your
knowledge and awareness
Using communities allows you to
bypass the standard Service
Request creation process in My
Oracle Support and fast-track your
issues
Both 1 and 3 (*)
Correct
İşaretle
(1) Puan
30.
If you have general questions about My
Oracle Support and have not found
answers in the help menu or in the
İşaretle
knowledge base, a best practice is to
post your question to 'Using My Oracle (1) Puan
Support' Community.
Doğru (*)
Yanlış
Correct
3 You recently
1. created a new
posting in My
Oracle Support (1) Puan
Community.
When you go
back to view it,
you do not see
it in the
community
where you
thought you
had posted it.
What can you
do to locate
your posting?
Your posting was likely deleted by a
moderator because it was in the
wrong community and they
frequently monitor
Log a Service Request
You can look on the Discussions tab
(My Discussions) within My Oracle
Support Community (*)
You can post another new thread and
ask the community if they know what
happened to your last posting
None of the above
Correct
Using Support Best Practices for Hardware & Software
32.
Oracle Enterprise Manager Harvest Job is
a collection tool that gathers information
about your Oracle set-ups, configuration,
İşaretle
and OS. You can automate this
(1) Puan
information transfer with Oracle
Doğru (*)
Yanlış
Correct
33.
From a hardware perspective, what are
the benefits of downloading Oracle
Services Tools Bundle and enabling Auto
İşaretle
Service Request (ASR)?
(1) Puan
Prevent known issues
Automatically log Service Requests
Create a fully qualified Service
Request
All of the above (*)
None of the above
Correct
34.
The output of Oracle Configuration
Manager (OCM) will list out the required
firmware for your Oracle Systems
products
İşaretle
(1) Puan
Doğru
Yanlış (*)
Correct
35.
How can collected data help you when
you create a Fully Qualified Service
Request?
It identifies upcoming configuration
changes that you can share with the
Support Engineer
There is no specific impact from this
type of data collection. It is just
information to help you with planning
You can view configuration changes
by comparing system configuration
between two points. This data is
valuable to answer the question "has
anything changed on your system" as
it relates to the presenting problem
(*)
İşaretle
(1) Puan
It provides details on the last 5
service requests you logged in case
you want to review them
Correct
3 If a customer
6. or partner has
a Hardware
(1) Puan
Support
Identifier (SI),
what
permissions do
general My
Oracle Support
Users need to
view Assets in
My Oracle
Support?
CUA Access level
Asset-View access level (*)
SR Create & Update
None, it is available to all users
Correct
37.
What is the best definition of a Fully
Qualified Service Request?
İşaretle
(1) Puan
A Service Request that has all the
information included in the fields as
well as appropriate diagnostic
output attached so that the Oracle
Support Engineer can immediately
get started (*)
A Service Request logged by your
CUA
Only Service Requests created by
ASR are considered fully qualified
A Service Request that provides just
a few facts to get Oracle Support
engaged
A Service Request must have
attached log files to be Fully
Qualified
Correct
Create and Manage Service Requests
38.
If you select Severity 1 for your issue,
you will need to provide a management
contact in the workflow, and your
identified manager will be contacted by İşaretle
(1) Puan
Oracle Support
Doğru (*)
Yanlış
Correct
39.
You were able to resolve a Service
Request before Oracle Support came
back with a suggested solution. What
İşaretle
should you do?
(1) Puan
Click on 'Close SR' and provide
detailed comment (Update Detail)
on the solution you found to help us
improve our knowledge base (*)
Just close the SR with no further
updates
Call the Support Engineer for advice
Ask your CUA to initiate an autoclose of this SR since you have a
solution
None of the above
Correct
40.
Which of the following is the best
example of a Service Request Problem
Summary?
Blue screen
Application is slow
MySql - using JDBC eWay is
experiencing a connection problem ClassName not found (*)
System not working
Correct
4 What are
1. some of
the ways
İşaretle
(1) Puan
to send
(1) Puan
data to
Oracle.
Select all
that apply.
Upload the relevant files when creating
the SR (*)
Upload files to Oracle using sftp with SR
number as part of the file name (*)
Upload Hardware related files using
supportfiles.oracle.com (*)
Send an email to Support Engineer's
personal email address with support
data
Correct
42. A recommended best practice is to organize
all the data associated with your issue
before you initiate a new Service Request. A
Fully Qualified SR provides Oracle Support İşaretle
with as much detail as possible about your (1) Puan
issue. This includes what happened, users
impacted, single or repeat occurrences, any
changes, and related diagnostic data to
attach to the Service Request
Doğru (*)
Yanlış
Correct
43. You are in the process of logging a new
Service Request. During Step 2 (Solutions),
you see a solution that does resolve your
İşaretle
issue. What should you do next?
(1) Puan
Continue logging the Service Request
and make a note to review the solutions
at a later time
Turn off the option to view suggested
solutions to speed up your process to
create a new SR
Exit the Service Request process and do
not log this Service Request (Click
Cancel and OK) (*)
None of the above
Correct
44. The main way that users with 'Create and
Update' privilege log Service Requests in My
Oracle Support is by selecting 'Create SR'
İşaretle
on the Service Requests tab
(1) Puan
Doğru (*)
Yanlış
Correct
Oracle Support Policies
45. What items are covered by your Premier
Support Policy? Select all that apply.
İşaretle
(1) Puan
Access to Oracle Product knowledge and
Oracle Product bug fixes (*)
Access to Oracle Support Engineers to
de-code customized code and undertake
script development
Access to My Oracle Support Community
(*)
Access to new functionality included in
Oracle Patches and Upgrades (*)
Access to Oracle Engineers to perform
mapping business requirements to
product functionality
Correct
4 What is
6. the
recommen
ded way to (1) Puan
locate
content
about the
End Date
of support
for a
product?
Select all
that apply.
Call your Oracle Sales or Account
Representative
Log a Service Request and request
information about support dates
Use the Certifications tab and review
the support-specific content (*)
Access oracle.com and review the
support PDF and search for support
dates (*)
Correct
47.
What are the best methods to stay informed
about the latest information on Oracle
Technical Support policies?
İşaretle
(1) Puan
Search technical support on oracle.com
and review the posted policy PDFs often
(*)
Download the Oracle Technical Support
Policies and use these as your reference
guide
Search in My Oracle Support for
'Technical Support Polices' (*)
Log a Service Request and ask Support
to provide information about support
policies
Correct
48.
What is the best approach to resolve the
issue of not being able to download a
specific patch for a Product (after the
Support Date has passed).
İşaretle
(1) Puan
Log a Service Request and ask Oracle to
send it to you
Contact your Oracle Sales
representative and ask them to call
Oracle Support and send you the patch
Contact your Oracle Sales
representative and purchase Extended
Software support for your product that
needs patching (*)
Google to see if the patch is available
somewhere on the Internet
Correct
Resolve your Oracle Service Requests faster using ASR
49.
For assets managed by Oracle Service
Delivery Partners:True or False: After
receiving an ASR notification email that
indicates that a draft Service Request has İşaretle
been created, the Partner must immediately (1) Puan
use My Oracle Support to promote the Draft
Service Request to a Technical Service
Request.
Doğru
Yanlış (*)
Corrrect
50.
Delivery Partners:How can a team be
notified when ASR creates Draft Service
Requests?
Create a My Oracle Support user as the
email list. Then, assign this user as the
Contact for the ASR asset.
Open an Oracle Service Request and ask
for assistance.
Use My Oracle Support to enter one or
more email lists in the "Distribution
Email List" field for the managed assets.
(*)
Correct.
51 Oracle
. custom
ers can
(1) Puan
ony
install
one
ASR
Manag
er per
Oracle
Suppor
t
Identifi
er.
Doğru
Yanlış (*)
İşaretle
(1) Puan
Corrrect
52.
Delivery Partners:What kind of Service
Request does ASR create when faults are
detected on Partner-managed ASR Assets?
İşaretle
(1) Puan
Draft Service Request (*)
On-Demand Service Request
Technical Service Request
Correct.
53.
A pre-requisite for activting ASR for an asset
is providing a Contact name in My Oracle
Support. Which Support Identifier privileges
are required for the My Oracle Support user İşaretle
(1) Puan
selected as a Contact?
Administrator
View Asset (*)
Create Service Request (*)
Corrrect
54.
ASR is available at no additional cost to
Oracle Premier Support for Systems and
Hardware Warranty plans
İşaretle
(1) Puan
Doğru (*)
Yanlış
Corrrect
55.
Delivery Partners:What My Oracle Support
Privileges are needed to manage ASR
assets? (Activate, Add Contact, etc.)
View Asset privilege on the end-customer
Support Identifier
Create Service Request privilege on the
end-customer Support Identifer
Administrator privilege on the Partner
Support Identifier (*)
Correct.
56 For
. which
of the
followin (1) Puan
g event
types
does
ASR
create
Service
Request
s?
İşaretle
(1) Puan
Firmware needs to be updated
OS crash
Fan failures (*)
Power supply faults (*)
File system full
Corrrect
57.
The ASR Manager uses a two-way encrypted
connection to Oracle.
İşaretle
(1) Puan
Doğru
Yanlış (*)
Corrrect
58.
Delivery Partners:Who is responsible for
approving ASR pending activations in My
Oracle Support?
Oracle Field Engineer
Oracle Service Deliver Partner (*)
İşaretle
(1) Puan
Customer
Correct
Oracle Collaborative Vendor Support (OCVS) Overview Training
59.
As an active OPN member, you automatically
become an OPN-OCVS member.
İşaretle
(1) Puan
Doğru
Yanlış (*)
Correct
60.
Which of the following statements are
Partner requirements for collaboration in the
Oracle Collaborative Vendor Support
İşaretle
Program (OCVS)?
(1) Puan
Partner must provide and maintain
standard contact and escalation
information for the OCVS. (*)
As part of the OCVS, Partners have the
option of collaborating with Oracle
Support on a Mutual Customer support
issue.
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
Customer’s support identification
number when collaborating with Oracle
Support. (*)
Correct
61 Which of
. the
following
statement (1) Puan
s
regarding
enrollmen
t in the
Oracle
Collaborat
ive Vendor
Support
Program
(OCVS) is
NOT true?
A partner should wait to enroll in the
OCVS until they encounter a Oracle
Collaborative Vendor support issue
from a mutual customer. (*)
A Partner should enroll in the OCVS
proactively if they provide support
services to mutual customers.
The OCVS is offered as a value-added
benefit at no additional costs to Oracle
Partners as part of their OPN
membership.
Enrollment in the OCVS is easy by
selecting the "Join Now" link from the
OCVS portal page on OPN.
Correct
62.
Which of the following statements reflect
the value proposition to our Mutual
Customers as a result of the Oracle
İşaretle
Collaborative Vendor Support Program
(1) Puan
(OCVS)?
Increases the time to implementation
for collaborative vendor solutions.
Increases the risk and costs associated
with owning collaborative vendor
solutions.
Improves response by having all
parties involved in the collaboration.
(*)
Provides enhanced support value for
collaborative vendor implementations.
(*)
Strives to prevent the frustration of
“finger-pointing” between vendors and
improves overall satisfaction. (*)
Correct
63.
Which of the following statements are
Partner requirements for participation in
the Oracle Collaborative Vendor Support
Program (OCVS)?
İşaretle
(1) Puan
Partner must be trained on all Oracle
products they wish to engage with
Oracle Support through the OCVS.
Partner must be a current OPN
member in good standing. (*)
Partner must be accepted into all
Product Focus Areas in order to
participate in the OCVS.
Partner must apply and received
confirmation of acceptance for use of
the OCVS benefit. (*)
Correct
64.
By participating in the OCVS as an OPN
member, vendors are required to enter
into time consuming or costly support or
legal agreements.
İşaretle
(1) Puan
Doğru
Yanlış (*)
Correct
65.
Under OCVS model, customer would call a
vendor for a problem. While the support
analyst decides involvement from another
vendor, he will log SR to another vendor, İşaretle
(1) Puan
then customer will follow the SR to
another vendor.
Doğru
Yanlış (*)
Correct
66Which of
. the
following
are the
support
challenges
at the
multiple
vendor
computing
environmen
t?
(1) Puan
Complexity of environments
Rising collaborative vendor Support Activity
Expanding call Resolution Times
Prohibitive Training Demands for technical analysts
All of the above (*)
none of the above
Correct
67. A "Mutual Customer" under the Oracle Collaborative
Vendor Support Program must have an active support
contract with BOTH Oracle and a participating Partner.
İşaretle
(1) Puan
Doğru (*)
Yanlış
Correct
68. OCVS can be used as a replacement for support
İşaretle
(1) Puan
Doğru
Yanlış (*)
Correct

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