Test: Oracle Support Accreditation: MOS17

Review your answers, feedback, and question scores below. An asterisk (*) indicates
a correct answer.
This 60-question assessment test is the final component of the Oracle Support
Accreditation guided learning path. This assessment will allow you to test your
knowledge of the information provided in the Oracle Support Accreditation.
Receiving a passing score of 80% or higher makes you eligible to become an Oracle
Support Accredited User. Please note that you are only able to access the
assessment once within a 24 hr period.
Customer User Administrator and Support Identifiers
(Answer all questions in this section)

1. Oracle Support manages roles and responsibilities for all users

associated to a Support Identifier in My Oracle Support. Mark for Review
(1) Points

True

False (*)

[Incorrect] Oracle Customers are able to manage their own My Oracle

Support access by establishing Customer User Administrators from their organization

2. Select the recommended reason (best practice) why a Customer User

Administrator (CUA) would activate Auto Approve for a Support Identifier. Mark
for Review
(1) Points

There is no reason for the CUA to actively review a request for ANY Support
Identifier, so using Auto Approve is always the best approach for any request

To quickly provide generic access to knowledge base and My Oracle Support

Community functions for user requests. This allows users to immediately begin using
My Oracle Support, while the CUA manually reviews requests for advanced functions
such as SR Create privilege. (*)

This is a security risk; therefore, a CUA would never use this feature

To stop receiving email notifications from users requesting access

None of the above

[Correct] Correct
 3. It is an Oracle recommended best practice to have multiple CUAs
for each Support Identifier (although you are allowed to select only one per SI).
Mark for Review
(1) Points

True (*)

False

[Incorrect] Having multiple CUAs per SI helps your organization ensure

user requests are handled in a timely manner. If you have a single CUA and that
person is unavailable, user requests will be impacted.

4. The Customer User Administrator (CUA) can manage access levels

for other CUAs for the SAME Support Identifier (SI). Mark for Review
(1) Points

True (*)

False

[Correct] Correct

5. Joe is a CUA for his company. His team members are globally
located (and so are his assets). As a result, he has multiple SIs and is struggling
to easily manage the SIs and assets. What feature in My Oracle Support can help
him? Mark for Review
(1) Points

There is nothing available in My Oracle Support. Joe has to call his Oracle
Sales Representative to get this fixed.

Joe can make use of the features in Administrative, Support Identifiers to

Create New SI where he can co-locate users and assets. (*)

Joe has to log a Non Technical Service Request and Oracle Support will set up
a new SI for him.

None of the above

[Correct] Correct
 6. As a customer or partner, what is the best way to locate a
Support Identifier (SI)? Mark for Review
(1) Points

Log a Service Request

Log a non-technical Service Request or ask a colleague on your team who might
be using the SI you want (*)

Post a question in the Using My Oracle Support Community

You can look up your Support Identifiers in your Support Contract

Both 2 and 4

[Incorrect] Incorrect

My Oracle Support Introduction

(Answer all questions in this section)

7. My Oracle Support has pre-set dashboard configuration options

based on role. For example, I can go to the Customize link and select (Hardware
User) to automatically add the regions to my dashboard associated with this user
type. Mark for Review
(1) Points

True

False (*)

[Correct] Correct

8. Joe wants to easily review feature updates in the latest release

of My Oracle Support. He understands a recommended best practice is to mark the
document (My Oracle Support Release Notes) as a Favorite and set up Hot Topics
Emails to notify him about changes to knowledge article updates for the product, My
Oracle Support. When the release notes are updated, he will get an automated email.
Mark for Review
(1) Points

True (*)

False
[Incorrect] Incorrect

9. You believe your account is associated with a Hardware SI (but

your dashboard is NOT showing the Assets region). What steps should you take to
resolve? Mark for Review
(1) Points

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 validate that you have access to View Assets
for the designated SI. By design, the Assets region is ONLY available to hardware
customers.

Select Customize on the My Oracle Support home page and make sure the Asset
widget is available to select for your dashboard, and select it.

Both 3 and 4. (*)

[Incorrect] Incorrect

10. Once I have access to My Oracle Support, my CUA is my first point

of contact for any access issues I experience with My Oracle Support. Mark for
Review
(1) Points

True (*)

False

[Correct] Correct

11. The number of tabs you see in My Oracle Support depends on the
Support Identifiers associated with your account. Mark for Review
(1) Points

True (*)

False
[Correct] Correct

12. Your colleague, Li, is new to My Oracle Support. You have been
asked to show him how to get up to speed quickly on the basic core functions of My
Oracle Support. What is the recommended FIRST step for Li? Mark for Review
(1) Points

Li should access My Oracle Support Community and post all his questions about
the portal there.

You direct Li to complete My Oracle Support Accreditation as his FIRST step

in learning about the basics.

Li needs to get basic training, so you suggest that he set aside time to
complete the foundational My Oracle Support How-To training videos. You show him
how to access this content from the Getting Started region. (*)

You advise Li to just use the phone to log Service Requests

None of the above.

[Incorrect] Getting up to speed on the basics is best accomplished by

starting with the My Oracle Support How To series. The modules are focused to key
areas of My Oracle Support and provide an effective learning platform. From here,
he can post specific questions to the community if he wants to discuss further.

Knowledge Search and Browse

(Answer all questions in this section)

13. During SR Creation 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 (My Account, Knowledge Preferences), although it
is a recommended best practice to leave the suggestions turned on. Mark for
Review
(1) Points

True (*)

False

[Incorrect] This is true. You can select OFF to Solutions during SR

creation under Knowledge Preferences. As a best practice, it is a good idea to
leave it on (default) so that you potentially solve your issue with a known
solution (without submitting a new SR)

14. Mary is aware of PowerView filters. Is there another recommended

way to quickly search for content in My Oracle Support based on product? Mark
for Review
(1) Points

Check the Certifications tab

Post a thread in My Oracle Support Community

Use the global search bar

Use the (Search & Browse) feature on the Knowledge tab to select your product
and enter your search term. (*)

[Incorrect] Incorrect

15. A common problem that Users can experience in My Oracle Support

when searching: The user ONLY enters a single word in the global search box for the
search and gets a huge list of possible results. User cannot quickly or easily find
the desired information, although it may be in the results. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

16. When you type a search string into the global search bar (on any
tab), your search results are usually provided on the Knowledge tab unless you
search for a specific Service Request number. Mark for Review
(1) Points

True (*)

False

[Incorrect] Incorrect
 17. After performing a search, your results are displayed. What
options are available to further refine your search results? Mark for Review
(1) Points

You can filter the results by clicking the down arrow next to the knowledge
source type.

Once the search has run, you would need to create a new one with more
filters.

You can select one or more knowledge collection types, add more words, and
select a product, version or platform (*)

Turn off Search Term Suggestion in knowledge preferences

[Incorrect] Incorrect

18. Tom is always looking to improve his productivity. He often

searches in My Oracle Support and spends time each week reviewing his search
results. A colleague recommended that he set up and use PowerViews to help filter
and focus his information needs. What can Tom accomplish by creating a PowerView?
Mark for Review
(1) Points

He can replace the global search functionality by creating a PowerView

He can create a PowerView for a specific product, and turn it on when needed
to automatically filter Knowledge and other regions. He can also create multiple
PowerViews to display information that he needs for different products. (*)

He can automate information updates to his email as each PowerView has the
option to trigger an email when specified content is updated.

None of the above

[Correct] Correct

Product Certifications
(Answer all questions in this section)

19. The Certifications tab in My Oracle Support is able to directly

answer most of your certification questions. The exception is older information
that may not be included. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

20. 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) on Oracle Solaris 11 (SPARC) Mark for Review
(1) Points

True (*)

False

[Correct] Correct

21. What does the Certifications tab in My Oracle Support provide to

the user? Mark for Review
(1) Points

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

[Incorrect] Incorrect

22. Is there any reason to check the Certifications tab on a regular

basis if your company has NOT upgraded any of your products? Mark for Review
(1) Points

Yes, to check the support dates to understand when your products stop being
supported and track this information in your upgrade plan (*)
 No, you would only check during an active upgrade planning cycle

No, there is no new information on the Certifications tab unless you received
a Hot Topics E-Mail

None of the above

[Correct] Correct

23. You type a search for Oracle E-Business Suite, Release 12.2.4,
and leave Platform as ANY. Your Certification search results will show a list of
Oracle-E-Business Suite 12.2.4 certifications with components like Operating
Systems, Application Servers, and Databases. You will be able to drill into the
details using the links under Number of Releases and Versions. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

24. Your team is planning to upgrade your Oracle E-Business Suite

installed product. You are a couple releases behind the latest version. You can use
the Certifications search to compare certifications for multiple releases to make a
recommendation to your team. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

Patches and Updates

(Answer all questions in this section)

25. Patch Plans are available for all products and do NOT require the
use of configurations. Mark for Review
(1) Points
 True

False (*)

[Incorrect] Incorrect

26. The product name used by the patch system in My Oracle Support is
the same as the product name used for service requests or the Knowledge base. To
find the product name, start entering the product name that you are looking for in
the Product box and the product selector will narrow down the choices to help you
find the right product Mark for Review
(1) Points

True (*)

False

[Correct] Correct

27. What is a Patch Advisor? Mark for Review

(1) Points

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] Correct

28. You have a question about a patch you are downloading. What is
the option that Oracle recommends? Mark for Review
(1) Points
 Locate the patch via search on the Patches & Updates page; select the patch
number to view the patch details, and select start a discussion or reply to a
discussion based on what is available (*)

Call Oracle Support and ask a Support Engineer

Log into My Oracle Support Community, locate your product and post your
question

Submit a Service Request with your question as the summary

[Correct] Correct

29. How do you download a patch from the Patch Details page? Please
select all answers that apply. Mark for Review
(1) Points

(Choose all correct answers)

Search the knowledge base for an article on patching for your product and
click the download links

A user cannot directly download a patch from this site

From the patch search results, click on a patch number to view the patch
detail, then click Download (*)

From the patch search results, highlight a row, then select Download from the
option bar (*)

Open a Service Request to ask Oracle Support to download the patch from this
site

[Incorrect] Incorrect

30. Your colleague, Jane, needs to find a patch in My Oracle Support.

She wants to know a fast and easy way to locate a patch for Primavera. You
recommend that she click on the Patches & Updates tab and then use the Product or
Family search. She can input the product name and use the filters to search.
Mark for Review
(1) Points
 True (*)

False

[Correct] Correct

Page 1 of 2
======

Test: Oracle Support Accreditation: MOS17

Review your answers, feedback, and question scores below. An asterisk (*) indicates
a correct answer.
This 60-question assessment test is the final component of the Oracle Support
Accreditation guided learning path. This assessment will allow you to test your
knowledge of the information provided in the Oracle Support Accreditation.
Receiving a passing score of 80% or higher makes you eligible to become an Oracle
Support Accredited User. Please note that you are only able to access the
assessment once within a 24 hr period.
My Oracle Support Community
(Answer all questions in this section)

31. Your Community e-mail box is quickly filling up with emails. You
need to easily get it back under control. What actions can you take to resolve this
issue? Mark for Review
(1) Points

(Choose all correct answers)

There is nothing you can do to filter the number of emails you receive

Validate that you are NOT following the top-level My Oracle Support (MOSC)
Community as you get email for EVERY update in every space. (*)

Make sure you FOLLOW only top-level communities to reduce emails

From the dropdown next to your name, select (Preferences) and review your
Email Preferences. Make changes to best meet your objectives. (*)

[Incorrect] Incorrect

32. In the accreditation series, we cover the importance of finding

the right sub-space for your questions to ensure a fast response from the subject
experts. What happens if you post a product-specific question into the general
Using My Oracle Support Community? Mark for Review
(1) Points
 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

[Incorrect] Incorrect

33. Sally has a great idea to improve a product. From the home page
of Community, she clicks Create, Idea. When she attempts to locate the correct
Place (In a Place), her product area is not listed. What does this mean? Mark
for Review
(1) Points

Post this question in the Using My Oracle Support Community

Open a non-technical Service Request, as this is a bug.

This feature is not available and should not be displayed.

The space or sub-space you want to use has NOT enabled this feature. Only
spaces and sub-spaces that support IDEA CREATE are available for selection (*)

[Incorrect] Incorrect

34. You heard about a new community and want to check it out. When
you open My Oracle Support Community, you only see a few options listed in the
SPACES YOU FOLLOW pane (left navigation). What do you need to do to locate a new
community? Mark for Review
(1) Points

Ask your Customer User Administrator (CUA) to change your Community access
settings under My Account

From the navigation banner, click the Space List down arrow, locate a space
of interest (for example: Middleware MOSC) and then click on it to view the
associated sub-spaces (*)
 View the new communities created this week in the Spotlight Area.

Log a non-technical Service Request

None of the above

[Incorrect] Incorrect

35. The same Oracle Support Engineers that resolve technical Service
Requests also participate in My Oracle Support Community to share their knowledge
and expertise as part of this trusted community. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

36. Sally has as some ideas to improve the Oracle Support

Accreditation series. How can she share her ideas with other users and the
Accreditation Team? Mark for Review
(1) Points

Use the Create, Idea option and select the Oracle Support Accreditation
(MOSC) community to post her ideas (*)

Call her Oracle Sales representative and provide feedback.

Post her ideas as questions on the Using My Oracle Support Community

Log a Non Technical Service Request via the Contact Us process.

[Incorrect] Incorrect

Best Practices for Hardware and Software

(Answer all questions in this section)

37. Why does Oracle Support ask for configuration data? Mark for
Review
(1) Points

Oracle Support does not ask for configuration data

The data provides an understanding of the configuration of Oracle software,

revision levels, and the operating system and patching levels (*)

The data helps to determine how often you log Service Requests

None of the above

[Incorrect] Incorrect

38. The output of Oracle Configuration Manager (OCM) will list out
the required firmware for your Oracle Systems products. Mark for Review
(1) Points

True

False (*)

[Incorrect] False, as OCM is for Oracle Software

39. Oracle EM Harvester is a collection tool that gathers information

about your Oracle set-ups, configuration, and OS. You can automate this information
transfer with Oracle Mark for Review
(1) Points

True (*)

False

[Correct] Correct

40. From a hardware perspective, what are the benefits of downloading

Oracle Services Tools Bundle and enabling Auto Service Request (ASR)? Mark for
Review
(1) Points

Experience faster problem resolution by eliminating the need to initiate

contact with Oracle for certain hardware failures, reducing number of phone calls
needed

Automatically log Service Requests

Create a fully qualified Service Request

All of the above (*)

[Incorrect] Incorrect

41. You have a planned outage window at the end of the quarter. You
can access features available in My Oracle Support that will enable you to make
decisions about recommended and security patches to install. Mark for Review
(1) Points

True (*)

False

[Incorrect] Incorrect

42. To install Auto Service Request (ASR), you need to validate all
of the following: User has Assets access level in My Oracle Support, there is an
instance of AR manager installed on the network, asset is ASR qualified, ASR
install process can be performed on the asset, ASR activation process has been
completed by associating a contact in My Oracle Support, and Service Tools Bundle
is installed. Mark for Review
(1) Points

True (*)

False

[Incorrect] Incorrect

Create and Manage Service Requests

(Answer all questions in this section)

43. Users create a new Service Request by moving through a structured

step-by-step process that starts by asking the User to identify the Severity BEFORE
describing the problem Mark for Review
(1) Points
 True

False (*)

[Incorrect] Incorrect

44. 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 with as much detail as possible about your
issue. This includes what happened, users impacted, single or repeat occurrences,
any changes, and related diagnostic data to attach to the Service Request. Mark
for Review
(1) Points

True (*)

False

[Incorrect] Incorrect

45. Which of the following is the best example of a complete Service

Request Problem Summary? Mark for Review
(1) Points

Blue screen

MySql is experiencing a connection problem

Application is slow in the afternoon

MySql (using JDBC eWay) is experiencing a connection problem: ClassName not

found (*)

[Incorrect] The best practice is to highlight WHAT is having the issue

and provide a short description of the problem. This helps when you are sorting
your Service Requests on problem summary and it helps the Oracle Support engineer
quickly understand the issue prior to deep diving into the data you provided. The
more specific the problem summary, the faster the Support Engineer can begin a
targeted investigation.

46. When should Severity 1 be selected for your Service Request?

 Mark for Review
(1) Points

To get immediate attention to your Service Request

When your business has stopped functioning due to an issue on your Oracle
System, Software, or Application (*)

When your testing system is down

When you are considering calling management attention to your issue

All of the above

[Correct] Correct

47. What is a recommended best practice to follow when you have a

non-urgent (how-do-I) type question for Oracle Support AND you would like to gather
information from other users. Mark for Review
(1) Points

Call Oracle Support

Log a technical support Service Request via My Oracle Support

Search the knowledge base

Post a detailed question in a relevant community within My Oracle Support to

engage subject-matter experts (*)

[Incorrect] The question is asking for the BEST process to follow for a
Question. You can search the knowledge base, but asking for help in the community
may give you a faster and more targeted answer as you can interact with subject-
matter experts

48. A recommended best practice is to validate your access levels in

My Oracle Support BEFORE you create a service request. Where can you validate your
access? Mark for Review
(1) Points

Ask your CUA

 Attempt to open a new SR and see if you can submit

My Account, View Users. Look up your name and see your current access levels

My Account, Support Identifiers. Check for Create and Update access for your
Support Identifiers (*)

[Correct] Correct

Oracle Support Policies

(Answer all questions in this section)

49. The Lifetime Support Stages for your Oracle Products are: Premier
Support, Extended Support, and Sustaining Support. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

50. For some product and release combinations on the Certifications

tab, you may be able to view Ongoing Support information related to availability of
patches for that combination. Mark for Review
(1) Points

True (*)

False

[Incorrect] Incorrect

51. You want to see a Support Benefits comparison table to understand

what is covered in Premier, Extended, and Sustaining Support. What is the
recommended approach to access the table and complete your review? Mark for
Review
(1) Points

Mark the Oracle Lifetime Support Policies (Document 971415.1) a favorite in

My Oracle Support
 Locate the Lifetime Support Benefits table on the Oracle Lifetime Support
Policies page to review the details in the comparison table (*)

Log a non-technical Service Request

Post a question to the Using My Oracle Support Community

[Correct] Correct

52. What are the recommended ways to locate content about the End
Date of support for a product? Select all that apply. Mark for Review
(1) Points

(Choose all correct answers)

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 locate the technical and lifetime policies under the
Support tab (*)

[Incorrect] All of the answers are correct to some degree; however, the
question is asking for the recommended way. As outlined in the videos, the
recommended way is to use the Certifications tab or access the content on
oracle.com and view the support PDFs for the latest content.

53. What is the RECOMMENDED approach to resolve the issue of not

being able to download a specific patch for a Product (after the Support Date has
passed). Mark for Review
(1) Points

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 (*)
 Use Google to see if the patch is available somewhere on the Internet

[Correct] Correct

54. What is the BEST method to stay informed about the latest
information on Oracle Technical Support policies? Mark for Review
(1) Points

Bookmark the Oracle Support Technical Support Policy page and visit it when
you have a question (*)

Log a Service Request and ask Support to provide information about support
policies

Set up Hot Topics E-mail notifications and select Support Policies as the KM
document type

Download the Oracle Technical Support Policies and use these as your
reference guide

[Incorrect] Downloading the PDF is great for your current question.

However, you should visit the support policies pages in the future to ensure you
have the latest updates.

Mobile My Oracle Support

(Answer all questions in this section)

55. You receive a Tweet from Oracle while you are in a meeting. There
is some interesting information about one of your products. You can quickly log
into Mobile My Oracle Support and search the knowledge base to get more details to
share with your colleagues during the meeting. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

56. You are a CUA for your company. You are currently in a three-day
organizational meeting and are concerned about getting behind on new user requests
for access to My Oracle Support. Unfortunately, you will not be able to approve any
requests through the mobile application as it ONLY allows you to search the
knowledge base. Mark for Review
(1) Points

True

False (*)

[Correct] Correct

57. You are able to CREATE a new Service Request using the Mobile My
Oracle Support interface Mark for Review
(1) Points

True

False (*)

[Correct] Correct

58. The Customer User Administrator (CUA) for your organization is

able to utilize Mobile My Oracle Support to REVIEW access requests with just a
smart phone and Internet access. Mark for Review
(1) Points

True (*)

False

[Correct] Correct

59. How do you access Mobile My Oracle Support? Mark for Review
(1) Points

You have to download the app from the primary portal and load it to your
smart phone

There is a button on My Oracle Support home page that allows you to jump to
the mobile application

There is a unique URL for Mobile My Oracle Support access. (*)

 You open a Service Request and ask for special privileges

[Incorrect] Incorrect

60. A best practice to get the most value from Mobile My Oracle
Support would be to mark any bugs or documents as FAVORITES that you want to review
when you are at your desk. You will not waste time trying to find them again when
you go back to the My Oracle Support portal. Mark for Review
(1) Points

True (*)

False

[Incorrect] Incorrect

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