Test: General Product Support Assessment

(MOSL1)
New

1.What is a
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recommended
(1) Points
best practice
if you want to
request
"Create and
Update"
privilege in
the support
portal in
order to log
service
requests?

Provide business justification for your request. For

example, you just joined a new project team and will
need to log SRs for this role
Set a flag against this SI in the support portal to alert
your CUA
Just request the change against the target SI with no
justification

Correct

2. How can you determine if your CUA has enabled the "full
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SR text in email" feature for your organization?
(1) Points

You see "SR Details" column in My Account >

Support Identifiers, and you will be able to check a box
for any associated SI
You automatically get an email notification if this
feature is enabled
You see a pop-up message when you access My
Account > Support Identifiers

Incorrect
3. What is the recommended best practice for your Customer
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User Administrator (CUA) related to activating Auto
(1) Points
Approve for access requests?

There is no reason for the CUA to review a request for

ANY Support Identifier, so using Auto Approve is
always recommended
Create a specific Support Identifier that always offer
auto approval
This is a good option ONLY for generic access to
knowledge base and My Oracle Support Community
functions. The CUA should manually review requests
for privileges like "Create and Update" for Service
Requests

Correct

4. It is a recommended best practice to have a minimum of

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two CUAs for each Support Identifier to provide adequate
(1) Points
coverage for user requests.

True
False

Correct

5. Oracle Support manages roles and responsibilities for all

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users associated to a Support Identifier in My Oracle
(1) Points
Support.

True
False

Correct

6. If you have the CUA role, where can you review and
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respond to user requests?
(1) Points

My Oracle Support
Mobile My Oracle Support
My Oracle Support and Mobile My Oracle Support

Incorrect
My Oracle Support Introduction
(Answer all questions in this section)

7. Your current role is important to consider when

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customizing your tab regions as certain information like
(1) Points
Service Requests may be important (and you want that type
of region easily visible at the top).

True
False

Correct

8. Several tabs in My Oracle Support offer the "Customize

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Page" option.
(1) Points

True
False

Correct

9. As a user of My Oracle Support, you want to get the most

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value from the customizable dashboard layout. Which of
(1) Points
the following responses is the recommended approach?

Ask your CUA to suggest a layout

Organize your dashboard to match your job role and
product and consider modifying your dashboard any
time your role changes or you have a new product
interest
Add as many regions 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 regions by default

Correct

10. The top section displays the persistent global content that
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appears on every page in the My Oracle Support portal.
(1) Points

True
 False

Correct

11. In the learning content, what best practice recommendation

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was highlighted with regard to the regions on the
(1) Points
dashboard?

You are able to change the regions on each tab only

one time
The regions on each tab are standard, so take a few
minutes to understand the options
You need to alert your CUA that you want to
customize your dashboard
Make sure you are aware of the regions available on
each tab. If it’s been a long time since you updated
your regions, take a few minutes to preview

Incorrect

12. Why would you want to mark a Severity 1 SR as a

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favorite?
(1) Points

To enable the SR for requesting management attention

To view it from the "Favorite SRs region" you can add
to your dashboard
Easily access these SRs on your mobile device while
away from your desk

Correct

Knowledge Search and Browse

(Answer all questions in this section)

13. You want to maximize your search approach in My Oracle

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Support to make sure you find relevant content quickly and
(1) Points
easily. How many search terms should you use?

You should include 5 search terms for the best possible

result
There is no exact number. You should enter a phrase
(rather than a single term). If you are looking to
include a specific term (i.e., My Oracle Support
 Training), use quotes around the full term you want
included
Only use ONE search term to ensure you get all
possible replies
More than 10 search terms is recommended

Incorrect

14. During SR Creation flow, My Oracle Support will offer

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you suggested solutions as you define your problem. You
(1) Points
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.

True
False

Correct

15. You will often see terms such as Search Helper or Search
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Assistant (or both of these terms) in a title. What service
(1) Points
are these features providing?

A new section in the Service Request process

A search helper or search assistant is a guided path to a
known solution
An option you can select under Knowledge
Preferences
Voice-activated help feature that you can turn on in
My Oracle Support

Correct

16. Tom is always looking to improve his productivity. He

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often searches in My Oracle Support and spends time each
(1) Points
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?

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

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

True
False

Correct

18. Mary is aware of PowerView filters. Is there another

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

Check the Certifications tab

Post a thread in My Oracle Support Community
Use the (Search & Browse) feature on the Knowledge
tab to select your product and enter your search term.
Use the global search bar

Correct

Product Certifications
(Answer all questions in this section)

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

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

True
False
 Correct

20. You type a search for Oracle E-Business Suite, Release

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12.2.4, and leave Platform as ANY. Your Certification
(1) Points
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.

True
False

Correct

21. The Support Information provided by the Certifications

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search does NOT include Ongoing Support information
(1) Points
related to availability of patches for your product.

True
False

Correct

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

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regular basis if your company has NOT upgraded any of
(1) Points
your products?

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

23. A product is certified for a SPECIFIC release of an

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operating system (OS) on a particular hardware platform.
(1) Points
For example, Oracle Database (11.2.0.3.0) on Oracle
Solaris 11 (SPARC)

True
 False

Correct

24. What does the Certifications tab in My Oracle Support

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provide to the user?
(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

Correct

Patches and Updates

(Answer all questions in this section)

25. You can locate a patch in My Oracle Support from the

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"Patches & Updates" tab using the Product or Family
(1) Points
(Advanced) search. Input the product name and use the
filters to refine your search.

True
False

Correct

26. What recommended best practice was highlighted in the

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learning content to help you develop your expertise with
(1) Points
evaluating, planning, testing, and implementing patches?

Locate a patch and review the Readme file

Leverage resources like Patching and Maintenance
Advisors that co-locate a wealth of patching resources
in a single location
Ask your Customer User Administrators for help

Correct
27. The product name used by the patch system in My Oracle
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Support is the same as the product name used for service
(1) Points
requests or the Knowledge base. Enter your target product
name in the Product box and the selector will narrow down
the choices to help you find the right product.

True
False

Correct

28. Regardless of your specific Oracle products, the general

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process to download patches in My Oracle Support is
(1) Points
usually the same.

True
False

Correct

29. You want to make sure that your current patch privileges
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align with the requirements of your role. What action
(1) Points
should you take to confirm if you have View Only or
Download access?

Review your privileges on the "Patches & Updates" tab

in My Oracle Support
Review your privileges under My Account > Support
Identifiers
Review your privileges under My Account >
Personalization

Incorrect

30. What approach would you take to find out about Oracle
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recommended patch sets for your product?
(1) Points

Use the Product or Family (Advanced) Search, input

your Product and release of interest, check "Show
recommended patches only" and click Search
Log a Service Request
Add the Recommended Patch Sets region to your
dashboard
Create a new discussion in the appropriate patching
community and ask your trusted network
 Incorrect
31.You heard
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about a new
(1) Points
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?

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

Correct

32. If you have general questions about My Oracle Support and

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have not found answers in the help menu or in the
(1) Points
knowledge base, a best practice is to post your question to
Using My Oracle Support Community.
 True
False

Correct

33. The same Oracle Support Engineers that resolve technical

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Service Requests also participate in My Oracle Support
(1) Points
Community to share their knowledge and expertise as part
of this trusted community.

True
False

Correct

34. You recently created a new discussion in My Oracle

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Support Community. When you go back to view it, you do
(1) Points
not see it in the community where you posted it. What is
the best approach to locate your discussion?

Your posting was likely deleted by a moderator

because it was in the wrong community. You should
post it again.
Log a Service Request
View your profile and click Content and you will see
all the questions you have posted
Create a new discussion and ask the community if they
know what happened to your last discussion
None of the above

Correct

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

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

Call her Oracle Sales representative and provide

feedback.
Use the Create, Idea option and select the Oracle
Support Accreditation (MOSC) community to post her
ideas
Log a Non Technical Service Request via the Contact
Us process.
Post her ideas as questions on the Using My Oracle
Support Community
 Incorrect

36. Your Community e-mail box is quickly filling up with

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emails. You need to easily get it back under control. What
(1) Points
actions can you take to resolve this issue?

(Choose all correct answers)

Validate that you are NOT following the top-level My

Oracle Support (MOSC) Community as you get email
for EVERY update in every space.
There is nothing you can do to filter the number of
emails you receive
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.

Correct

Best Practices for Hardware and Software

(Answer all questions in this section)

37. Oracle Auto Service Request (ASR) is part of Oracle's

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proactive services.
(1) Points

True
False

Correct

38. EXAchk supports all supported hardware types, operating

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systems, firmware versions, and Oracle versions for
(1) Points
specific Oracle engineered systems.

True
False

Correct
39. The Oracle Toolbox we highlighted in the learning content
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is a catalog of product-based and generic tools. It offers a
(1) Points
single source to quickly start building your diagnostics and
health toolkit.

True
False

Correct

40. If you wanted to run a health check against Oracle E-

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Business Suite, what tool is the right choice?
(1) Points

ORAchk
EXAchk
Oracle Service Request (ASR)
Oracle Services Tools Bundle (STB)

Correct

41. Based on what we covered in the learning content, why

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should you make the Oracle Toolbox a favorite for your
(1) Points
personalized toolkit? What is the direct benefit to you?

You will have access to diagnostic tools only available

through this resource
You can easily find this resource again to review and
access the suggested diagnostic tools for generic and
product-specific use
Making it a favorite will automatically download any
of the tools if they are updated with newer versions
This allows you to easily download the Oracle Toolbox
to your desktop

Correct

42. Some of the benefits of leveraging ORAchk in your

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business include risk reduction, automated proactive
(1) Points
warnings, ability to run it in your environment, and reports
via email.

True
False
 Correct

Create and Manage Service Requests

(Answer all questions in this section)

43. Requesting Management Attention is about bringing the

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right resources to your SR, highlighting critical milestones,
(1) Points
improving the communication process, and creating an
action plan to resolve your issue.

True
False

Correct

44. If you have "Create and Update" privilege, you can log a
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new SR in My Oracle Support by selecting "Create
(1) Points
Technical SR" on the Service Requests tab.

True
False

Correct

45. A recommended best practice is to organize all data

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associated with your issue BEFORE you initiate a new SR.
(1) Points
A Fully Qualified SR provides Oracle Support with as
much detail as possible, including what happened, affected
users, single or repeat occurrences, any changes, and
attached diagnostic data.

True
False

Correct

46. You are in the process of logging a new SR. During the
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process, you see a recommended solution that does resolve
(1) Points
your issue. What is the recommended next step?

Continue logging the SR and make a note to review the

solution at a later time
 Turn off the option to view suggested solutions to
speed up your process to create a new SR
Exit the SR process and do NOT log this SR (click
Cancel and OK) and then test and implement the
solution

Correct

47. A recommended best practice is to validate your access

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

My Account, Support Identifiers. Check for SR "Create

and Update" in the Service Requests column
My Account, View Users. Look up your name and see
your current access levels
Attempt to open a new SR and see if you can submit
Ask your CUA

Incorrect

48. Which of the following responses is the best example of a

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complete Service Request (SR) Problem Summary?
(1) Points

Application is slow in the afternoon

MySQL is experiencing a connection problem
MySQL (using JDBC eWay) is experiencing a
connection problem: ClassName not found
Blue screen

Correct

Mobile My Oracle Support

(Answer all questions in this section)

49. What is the best description of Mobile My Oracle Support?

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(1) Points

A new type of My Oracle Support Community

intended for users who want to review discussions with
their mobile device
 A version of My Oracle Support that you can download
to run on your desktop
My Oracle Support web-based application optimized
for mobile devices
A new messaging system that emails you SR updates
via your smart phone
None of the above

Correct

50. You are a CUA for your company. You are currently in a
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three-day organizational meeting and are concerned about
(1) Points
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.

True
False

Correct

51. How do you access Mobile My Oracle Support?

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(1) Points

You open a Service Request and ask for special

privileges
There is a button on My Oracle Support home page that
allows you to jump to the mobile application
You have to download the app from the primary portal
and load it to your smart phone
There is a unique URL for Mobile My Oracle Support
access.

Incorrect

52. The Customer User Administrator (CUA) for your

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

True
False

Correct
 53. The Mobile My Oracle Support application is only
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available to Users with the Customer User Administrator
(1) Points
(CUA) role

True
False

Correct

54. You receive a Tweet from Oracle while you are in a

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meeting. There is some interesting information about one of
(1) Points
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.

True
False

Correct

Oracle Support Policies

(Answer all questions in this section)

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

Set up Hot Topics E-mail notifications and select

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

Correct

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

True
 False

Correct

57. What is the RECOMMENDED approach to resolve the

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issue of not being able to download a specific patch for a
(1) Points
Product (after the Support Date has passed).

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

58. You want to see a Support Benefits comparison table to

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

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

Correct

59. What are the recommended ways to locate content about

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the End Date of support for a product? Select all that apply.
(1) Points

(Choose all correct answers)

Use the Certifications tab and review the support-

specific content
Call your Oracle Sales or Account Representative
Access oracle.com and locate the technical and lifetime
policies under the Support tab
 Log a Service Request and request information about
support dates

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.

60. For some product and release combinations on the

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

True
False

Correct