Oracle Cloud Support Specialist Assessment P4

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Test: Oracle Cloud Support Specialist Assessment
Review your answers, feedback, and question scores below.
This 60-question assessment test is the final component of the Oracle Cloud Support guided learning path. This assessment
will allow you to test your knowledge of the information provided in the Oracle Cloud Support Learning Plan. Receiving a
passing score of 80% or higher makes you eligible to become an Oracle Cloud Support Specialist. Please note that you are
only able to access the assessment once within a 24-hour period.
Using Oracle Community
(Answer all questions in this section)
31. It is a recommended best practice to FOLLOW the Oracle Community FAQ. Mark for Review
(1) Points
True
False
Incorrect
32. The Communities tab on the Cloud Support portal takes you DIRECTLY into My Oracle Support
Community when you access it.
Mark for Review
(1) Points
True
False
From the Communities tab, you would select a Community of interest.
Service Requests in Cloud Support Portal
(Answer all questions in this section)
33. When logging a severity 1 service request, you can add in any user name as the alternative
contact. They do NOT have to be associated to the support identifier.
Mark for Review
(1) Points
True
False
Correct
34. Should you make your service request a severity 1 to ensure Oracle Support works your issue
in a timely manner?
Mark for Review
(1) Points
True
False
Correct
35. It is a recommended best practice to search the knowledge base and use My Oracle Support
Community to possibly AVOID a service request for severity 4 questions.
Mark for Review
(1) Points
True
False
Correct
36. John can CREATE a service request using his mobile device by accessing support.oracle.mobi. Mark for Review
(1) Points
True
False
Correct
37. John has not received an update on his service request for some time and the issue is
becoming critical for his team. What is the recommended best practice for gaining manager
attention to this service request?
Mark for Review
(1) Points
Wait until Oracle Support changes the SR to Needs Attention and then ask for help
Call Oracle Support and ask for manager attention to his service request
Log a non-technical service request and ask for manager attention
Create a new Service Request with the title Need Manager Attention
Incorrect
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38. In the Cloud Support Portal, you can possibly log a service request in one step. Mark for Review
(1) Points
True
False
Correct
Introduction to My Oracle Support for Cloud Users
(Answer all questions in this section)
39. John wants to track what is new in each release of My Oracle Support to make sure he is using
the latest features. What is the best approach?
Mark for Review
(1) Points
Review the My Oracle Support Release Cycle Community
Review the portal feature updates in the technical support policies
Add the Release Notes region to his dashboard
Review the Existing Users link in the Getting Started region to find out what is new in each
release via My Oracle Support Release Notes.
Correct
40. In My Oracle Support, on the Dashboard tab, John can customize his view by adding and
removing regions.
Mark for Review
(1) Points
True
False
Correct
41. In My Oracle Support on the dashboard tab, John is able to add two Service Request regions:
one for technical service requests he logged and one for Contact Us service requests.
Mark for Review
(1) Points
True
False
Correct
42. You would like to set up Hot Topics Email notifications to more easily stay informed about
content of interest. How would you enable this feature?
Mark for Review
(1) Points
From My Account, select Hot Topics Email notifications, add selected products, and indicate
what types of updates to include (such as knowledge articles and alerts).
This is set up in Knowledge Preferences under My Account.
This is a feature that your CUA needs to enable at the Support Identifier level.
This is accomplished by clicking on the Gold Star to make a document a favorite. That
automatically enables the email notifications.
Correct
43. When using Cloud Support Portal, you can mark documents as favorites. Mark for Review
(1) Points
True
False
Correct
Searching in My Oracle Support
(Answer all questions in this section)
44. What is the purpose of the 'Search Additional Oracle Sites' button you see to the right of the
search area on the Knowledge tab?
Mark for Review
(1) Points
You click this button to extend your current search to www.oracle.com with sources like
Oracle Technology Network
You click this button if you want to change the current sources for your search like adding
Bug or Patch
This allows you to focus just on Cloud Customer Connect Community
This option automatically turns on your PowerView filters
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Correct
45. When searching in My Oracle Support, the results include discussion questions from My Oracle
Support Community.
Mark for Review
(1) Points
True
False
Incorrect
46. John has been searching for BigMachines content in My Oracle Support. He finds the Support
Center and sees that it offers a lot of great content. He is able to mark it a Favorite and add it
to his personalized toolkit of resources to easily locate it again.
Mark for Review
(1) Points
True
False
Correct
47. Susan wants to get more search suggestions with each search in My Oracle Support. She
currently is getting 5 results. How could she increase her search suggestions?
Mark for Review
(1) Points
She can log a non-technical service request using the Contact Us link. Oracle Support can
increase the number of search suggestions up to 50
This is the maximum result set and cannot be changed
The more search terms she uses, the longer the list of search suggestions
She can go to My Account and then Knowledge Preferences. She can increase her search
suggestions to 10
Incorrect
48. When searching in My Oracle Support, what is the recommended best practice to find the most
relevant content and solutions?
Mark for Review
(1) Points
Just type a single word. The search engine can quickly find what you need and you do not
have to spend time typing a long search string
Include a search phrase or set of key words that is most targeted to your need
Only use global search for specific error messages
Keep the search source default of Knowledge Base and Community
Correct
49. John wants to locate My Oracle Support Resource Center. He can put quotes around My Oracle
Support Resource Center to search for the full phrase.
Mark for Review
(1) Points
True
False
Incorrect
Creating Service Requests in My Oracle Support
(Answer all questions in this section)
50. A new team member, Alice, found out today that she will need to begin logging service
requests for her project. What should she do to ensure she will have the correct access?
Mark for Review
(1) Points
She can log up to 3 support requests with a temporary Support Identifier if she needs
immediate access. That option is available within the service request process. During that
time, her CUA can update her access
Click on Contact Us in My Oracle Support to request access for Service Requests
There is no preparation needed. Just log a service request at any time
Confirm which Support Identifiers she will need for this specific project from the Project
Lead and then confirm she is associated to these Support Identifiers in My Account. Finally,
confirm she has SR Create and Update access for each SI
Correct
51. In My Oracle Support, you should search for solutions PRIOR to logging a service request. Mark for Review
(1) Points
True
False
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Correct
52. What is the recommended best practice if you trigger a guided resolution during the SR
creationprocess?
Mark for Review
(1) Points
Take a quick look at the questions but go ahead and log the ticket because you need help
from Oracle Support
Carefully review the questions and provide detailed answers to trigger suggested solutions.
The guided resolution is a targeted way to find answers and avoid a service request
Click the email button in the guided resolution to send the questions and solutions to your
inbox for further review
None of the above
Correct
53. When logging a service request in My Oracle Support, when you select Problem Type, a Guided
Resolution may be activated with additional questions which may resolve your problem and
help you avoid creating the new Service Request.
Mark for Review
(1) Points
True
False
Correct
54. A common reason that a user cannot log a service request in My Oracle Support: User does
NOT have the correct access level or the correct Support Identifier associated and approved for
their account.
Mark for Review
(1) Points
True
False
Correct
55. John is following the recommended best practice of gathering necessary data before logging a
service request. Which of the following responses identify the best level of detail for a fully
qualified service request?
Mark for Review
(1) Points
A fully developed problem description – what happened, exact error message, single or
multiple occurrences, and if he can reproduce the issue
A very detailed description of the problem and the product. Oracle Support can begin the
investigation with that data
A fully developed problem description – what happened, users impacted (users and
locations), exact error message, single or multiple occurrences, if the issue is reproducible,
and if anything changed in the environment before the issue was noted
At a minimum, the exact error message and time of occurrence
Correct
Bug Management in My Oracle Support
(Answer all questions in this section)
56. John has just marked a bug as a favorite, and it automatically appears in the Bug Tracker
region on his dashboard in My Oracle Support. It will continue to appear until he UNMARKS it
as a favorite.
Mark for Review
(1) Points
True
False
Incorrect
57. Susan wants to search for a BigMachines defect in My Oracle Support. She types a search
phrase in the global search box. Her results list is displayed on the Knowledge tab. Bug is
automatically selected as a source.
Mark for Review
(1) Points
True
False
Correct
58. In a team meeting, Mary asked John how to remove bugs from the Bug Tracker region that
are now resolved. How can John complete this task?
Mark for Review
(1) Points
Uncheck this bug as a favorite, and it will automatically be removed.
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It automatically is removed when the bug is resolved.
Log a Contact Us service request and ask to remove the bug from the Bug Tracker region
Uncheck the bug in the Oracle Application Customer Connect portal
Incorrect
59. Susan has been working on a new project. The team has logged several bugs. She wants to
track them in order to provide updates to the team each week. She plans to mark each bug as
a favorite and then set up Hot Topics Email notifications and check Bugs I have Marked as
Favorites. This will push email notifications to her inbox when this content is updated by
Oracle.
Mark for Review
(1) Points
True
False
Correct
60. John wants to review the recent bugs included in the next maintenance pack for BigMachines
CPQ. He can find this information in the Oracle CPQ Cloud Support Center by clicking on the
Defects link. He can only locate this Support Center in My Oracle Support.
Mark for Review
(1) Points
True
False
Incorrect
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