Oracle Cloud Support Specialist Assessment P5

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1. Introduction to Oracle Cloud Support Accreditation 
1. What does your Oracle Cloud Support Accreditation deliver to you? 
Answers 
1.This accreditation delivers basic training on core features of the Cloud Support 
Portal for brand-new users with no previous experience. 
2.This accreditation will help you build proficiency with Portal basics, refresh and 
expand your existing knowledge, and provide easy-to-implement best practices that 
deliver immediate impact. 
3.This accreditation is solely focused on creating and managing service requests in 
the Cloud Support Portal. 
4.This accreditation delivers a deep-dive review of using Favorites and Hot Topics 
Email notifications in the Cloud Support Portal. 
 
2. You should have your study guide open prior to undertaking the accreditation series. A 
recommended best practice is to review the guide before starting to preview the video learning 
content. 
Answers 
1.TRUE 
2.FALSE 
 
3. Which of the following actions are recommended to help you have the best experience 
with your Oracle Cloud Support Accreditation? 
Answers 
1.Leverage the study guide throughout your accreditation. Have the appropriate 
module open and use it while watching the video 
2.Try it yourself to fully understand the functionality 
3.Complete at least one Level 2 accreditation before attempting Oracle Cloud 
Support Accreditation 
4.Call your Account Manager to set up a customer-facing training session prior to 
undertaking Oracle Cloud Support Accreditation 
 
4. What is the recommended best practice to LOCATE additional basic training if you need 
to learn the basics about using Oracle Cloud Support Portal and My Oracle Support? 
Answers 
1.Call your Account Manager and ask for a personal 1x1 session 
2.Call Technical Support and ask for assistance 
3.From My Oracle Support, access the Getting Started region from your dashboard 
and click on training for NEW USERS 
4.From My Oracle Support, click on Contact Us to log a non-technical service 
request 
 
 
2. Oracle Cloud Support Policies 
1. John is getting ready for his weekly project team meeting, and he needs to provide an 
update. To prepare for that, he can access documentation from cloud.oracle.com for his Cloud 
Services. 
Answers 
1.TRUE 
2.FALSE 
 
2. Which answer accurately describes Support Identifiers? 
Answers 
1.Your Support Identifier displays the products you can access and the contract end 
date 
2.Your Support Identifier is generated by Oracle Support and assigned to each 
service request you log 
3.Support Identifiers are only used for Oracle Products, not Cloud Services 
4.You only need one Support Identifier for your company and it is associated with all 
your products and Cloud services 
 
3. John wants to review information for Oracle BigMachines CPQ Cloud Service. He can do 
this from the Cloud documentation (docs.oracle.com) and then selecting Configure, Price, and 
Quote to drill into more detailed information on Oracle CPQ Cloud. 
Answers 
1.TRUE 
2.FALSE 
 
4. As an experienced Oracle Cloud Support user, you should review your support policies 
ONCE per week to ensure you are up to speed. 
Answers 
1.TRUE 
2.FALSE 
 
 
3. Customer User Administrator and Support Identifiers 
1. In Cloud Support, you can log a service request for a product NOT associated to your 
support identifier. 
Answers 
1.TRUE 
2.FALSE 
 
2. Where can John change his phone number? 
Answers 
1.My Oracle Support on the Service Requests tab. 
2.He should send a request to his CUAs to update the phone number. 
3.My Account in Cloud Support, under Personalization 
4.My Account in Cloud Support, under Personal Information 
 
3. The CUA can turn on Email Updates for SRs in the Cloud Support Portal. There is no 
action for the user. 
Answers 
1.TRUE 
2.FALSE 
 
4. The Customer User Administrator (CUA) is the person who can approve your access to 
Support Identifiers. This role is also referred to as Administrator. 
Answers 
1.TRUE 
2.FALSE 
 
5. A best practice for managing service requests is to always update those in Needs 
Attention status as quickly as possible when you log into Cloud Support Portal. 
Answers 
1.TRUE 
2.FALSE 
 
6. It is a recommended best practice to have ONE CUA per Support Identifier. 
Answers 
1.TRUE 
2.FALSE 
 
 
4. Cloud Support Portal Overview 
1. In the Cloud Support Portal, users have the ability to click the Help menu to see the 
documentation for the page displayed. 
Answers 
1.TRUE 
2.FALSE 
 
2. In personalization, you can ONLY set your language to English to log a service request. 
Answers 
1.TRUE 
2.FALSE 
 
3. John has the ability to track bugs as favorites in the Cloud Support Portal. 
Answers 
1.TRUE 
2.FALSE 
 
4. John recently created a new Service Request. When he returns to the Cloud Support 
Portal, he does NOT see the SR. What is the recommended way to resolve this? 
Answers 
1.It is likely a browser refresh issue. He should log out and then log back in to see 
the SR. 
2.He can reach out to his CUA to get the correct SI assigned or use the Contact Us 
link in My Oracle Support. 
3.He can pick a different Support Identifier and create a new ticket that he will be 
able to see. 
4.He needs to use the Customize Page link in the Cloud Support Portal to add My 
Service Requests region to his Dashboard. 
 
5. In Cloud Support Portal, you can ONLY create service requests from the Service 
Requests tab. 
Answers 
1.TRUE 
2.FALSE 
 
6. In Cloud Support, the service types are displayed in a set alphabetical order with no 
option to sort. 
Answers 
1.TRUE 
2.FALSE 
 
 
5. Searching in Cloud Support Portal 
1. When John enters a document number in the cloud support portal, ONLY the document 
number entered is returned. 
Answers 
1.TRUE 
2.FALSE 
 
2. Why would a user need to search the Cloud Support Portal? 
Answers 
1.To investigate an issue the user is experiencing 
2.To learn about a product or a service 
3.To locate information on an error message 
4.All of the above 
 
3. When searching in Cloud Support portal, John can see results from the Cloud Community 
discussions just like in My Oracle Support portal. 
Answers 
1.TRUE 
2.FALSE 
 
4. The Cloud Support Portal search is divided into two areas: The search area and the 
Oracle Products you have. 
Answers 
1.TRUE 
2.FALSE 
 
5. In the Cloud Support Portal, the search results are from the Knowledge base source of 
content. There are additional search resources available in My Oracle Support. 
Answers 
1.TRUE 
2.FALSE 
 
6. What functions are NOT available in the Cloud Support Portal associated to a Knowledge 
document you have open? 
0 
Answers 
1.Add the document to your list of Favorites by clicking the Gold Star 
2.Create a browser bookmark for the document for future reference 
3.Provide feedback on the document 
4.Ability to see the Document ID number 
 
 
6. Using Oracle Community 
1. 
Based on your Cloud Services products: when you click the Community tab in the Cloud 
Support portal, some links will take you to My Oracle Support Community or Cloud Customer 
Connect. Both of these sites are considered Community sites. 
 
Answers 
1.TRUE 
2.FALSE 
 
2. It is a recommended best practice to follow a My Oracle Support top-level space to 
ensure you get every single update from all users in the community. 
Answers 
1.TRUE 
2.FALSE 
 
3. Cloud Customer Connect is just for cloud services users and allows users to see 
upcoming calendar events, discussion forums, maintenance windows and other targeted 
information. 
Answers 
1.TRUE 
2.FALSE 
 
4. John had to register for Cloud Customer Connect Community as it is outside of My Oracle 
Support Community. 
Answers 
1.TRUE 
2.FALSE 
 
5. From the Cloud Support portal community tab, clicking on Oracle BigMachines CPQ 
takes you to My Oracle Support Community in the correct space for you to ask your Oracle 
BigMachines CPQ Cloud Service question. 
Answers 
1.Yes, for products listedthat take you to My Oracle Support Community, this is the 
default functionality 
2.No, this takes you to the My Oracle Support Community and then you select your 
subspace from the navigation banner 
3.No, It takes you to the cloud.oracle.com community page for BigMachines 
4.No, it takes you to the Oracle Technology Network for BigMachines 
 
6. What is the FASTEST way to see all of the discussions in a My Oracle Support 
community subspace? 
Answers 
1.Click the Content Tab 
2.Go to View Profile, Activity 
3.Click the Activity button on the top of the screen 
4.Click the Banner navigation and then click your subspace 
 
 
7. Service Requests in Cloud Support Portal 
1. Logging a service request in Cloud Support Portal is a 4-step process: define problem, 
search for solutions, add attachments, review your SR and add a severity. 
Answers 
1.TRUE 
2.FALSE 
 
2. John can CREATE a service request using his mobile device by accessing 
support.oracle.mobi. 
Answers 
1.TRUE 
2.FALSE 
 
3. In the Cloud Support Portal, you can possibly log a service request in one step. 
Answers 
1.TRUE 
2.FALSE 
 
4. What does bringing management attention to your service request do? Select all that 
apply. 
0 
Answers 
1.Brings the right resources to your service request 
2.Improves the communication process and creates an action plan for resolution 
3.Automatically triggers a guided resolution for this issue 
4.Makes your service the single point of attention within Oracle Support 
 
5. Select the options available to you to view your Service Request and perform an update. 
Answers 
1.Use Mobile My Oracle Support 
2.Use Cloud Support Portal 
3.Use cloud.oracle.com 
4.Use Oracle Application Customer Connect Portal 
 
6. It is a best practice to look at the current open tickets to ensure your issue is NOT already 
logged by a peer in your organization. 
Answers 
1.TRUE 
2.FALSE 
 
 
8. Introduction to My Oracle Support for Cloud Users 
1. 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. 
Answers 
1.TRUE 
2.FALSE 
 
2. In My Oracle Support, on the Dashboard tab, John can customize his view by adding and 
removing regions. 
Answers 
1.TRUE 
2.FALSE 
 
3. You would liketo set up Hot Topics Email notifications to more easily stay informed about 
content of interest. How would she enable this feature? 
Answers 
1.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). 
2.This is a feature that your CUA needs to enable at the Support Identifier level. 
3.This is accomplished by clicking on the Gold Star to make a document a favorite. 
That automatically enables the email notifications. 
4.This is set up in Knowledge Preferences under My Account. 
 
4. The number of tabs you see in My Oracle Support is based on the entitlements that go 
with the products, assets, and services you have purchased that are associated to you via your 
Support Identifier. 
Answers 
1.TRUE 
2.FALSE 
 
5. 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? 
Answers 
1.Review the My Oracle Support Release Cycle Community 
2.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. 
3.Review the portal feature updates in the technical support policies 
4.Add the Release Notes region to his dashboard 
 
 
9. Searching in My Oracle Support 
1. When searching in My Oracle Support, what is the recommended best practice to find the 
most relevant content and solutions? 
Answers 
1.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 
2.Only use global search for specific error messages 
3.Include a search phrase or set of key words that is most targeted to your need 
4.Keep the search source default of Knowledge Base and Community 
 
2. What is the recommended best practice to expand your knoweldge and expertise with 
searching in My Oracle Support? 
Answers 
1.Access the Getting Started region on the Dashboard and click My Oracle Support 
How to Training to select the searching videos or click the Help menu on the knowledge 
tab 
2.Take the searching training on the Cloud Customer Connect site for My Oracle 
Support 
3.Access Oracle Technology Network and take the search training 
 
3. 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. 
Answers 
1.TRUE 
2.FALSE 
 
4. What is the purpose of the 'Search Additional Oracle Sites' button you see to the right of 
the search area on the Knowledge tab? 
Answers 
1.You click this button if you want to change the current sources for your search like 
adding Bug or Patch 
2.This allows you to focus just on Cloud Customer Connect Community 
3.You click this button to extend your current search to www.oracle.com with 
sources like Oracle Technology Network 
4.This option automatically turns on your PowerView filters 
 
5. John has conducted a search using just a search phrase and is reviewing his results on 
the Knowledge tab. So far, he has not found the information he wants. What can he do to 
improve this search? Select all that apply. 
Answers 
1.Add a product to the search 
2.Review the Tips section that appears above the search results and follow the 
suggestions to refine the search 
3.Click on additional search sources like Bug or Documentation to expand the 
search 
4.Add more detail to the search phrase to make it more specific 
5.All of the above 
 
6. Susan heard about a very relevant community discussion from her colleague, John. She 
is not sure which community to select, so she decides to search for the discussion in My Oracle 
Support. She makes sure that Community is selected as a source and types the discussion 
text. She then can locate the community discussion from the Community section in the results. 
Answers 
1.TRUE 
2.FALSE 
 
 
10. Creating Service Requests in My Oracle Support 
1. What is the recommended best practice if you trigger a guided resolution during the SR 
creation process? 
Answers 
1.Take a quick look at the questions but go ahead and log the ticket because you 
need help from Oracle Support 
2.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 
3.Click the email button in the guided resolution to send the questions and solutions 
to your inbox for further review 
4.None of the above 
 
2. 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? 
Answers 
1.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 
2.A very detailed description of the problem and the product. Oracle Support can 
begin the investigation with that data 
3.At a minimum, the exact error message and time of occurrence 
4.A fully developed problem description – what happened, exact error message, 
single or multiple occurrences, and if he can reproduce the issue 
 
3. A recommended best practice is to make yourself available for Chat in My Oracle 
Support. This is a quick and easy way for the Oracle Support Engineer to ask questions or ask 
you totest a possible solution. 
Answers 
1.TRUE 
2.FALSE 
 
4. 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. 
Answers 
1.TRUE 
2.FALSE 
 
5. Searching in My Oracle Support and posting questions in Community are good ways to 
avoid logging a service request for a non-urgent issue. 
Answers 
1.TRUE 
2.FALSE 
 
6. In My Oracle Support, it is possible to log a Service Request using one screen like Cloud 
Support. 
Answers 
1.TRUE 
2.FALSE 
 
 
11. Bug Management in My Oracle Support 
1. 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. 
Answers 
1.TRUE 
2.FALSE 
 
2. Bugs can be identified by the Bug icon that identifies it as a Bug Document. 
Answers 
1.TRUE 
2.FALSE 
 
3. 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. 
Answers 
1.TRUE 
2.FALSE 
 
4. You can follow Bugs of interest in the Cloud Support Portal on the Dashboard. 
Answers 
1.TRUE 
2.FALSE 
 
5. A good way to locate a defect or bug is to access the Support Center for your Cloud 
Service Product. 
Answers 
1.TRUE 
2.FALSE