Test: Oracle Support Accreditation: MOS18

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. The Customer User Administrator (CUA) can manage access

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

True (*)
False

Correct

2. As a customer or partner, what is the best way to locate a Support

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Identifier (SI)? (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

Correct

3. It is a recommended best practice to automate the full details from

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your Service Request updates in email. How can you receive the (1) Points
full Service Request update in an email?

The CUA performs this step after the User enables SR

Details: Administrative, Support Identifiers, Service Request
Details in Email. The feature is now fully enabled.
My Oracle Support user performs this step: Personalization,
Service Request Details in Email Turn On. The feature is now
fully enabled.
 This is a one-step process that the CUA completes under
Administrative functions in My Oracle Support
A two-step process is required: The CUA can ONLY perform
the SR Details update on the SI (and then the User enables
this feature under My Account) (*)
None of the above

Correct

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

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

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

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

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

6. A Support Identifier (SI) is a numeric value that identifies the

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products your company has purchased. It is required to access My
(1) Points
Oracle Support.
 True (*)
False

Correct

Knowledge Search and Browse

(Answer all questions in this section)

7. During SR Creation flow, My Oracle Support will offer you

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

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

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

More than 10 search terms is recommended

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

Correct

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

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

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. (*)
Check the Certifications tab
Use the global search bar

Correct
 10.You know you can find the E-Business Suite Patch Utility by
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accessing the Get Proactive Portfolio. What is another
(1) Points
recommended approach to easily locate this resource?

Search in the global search box with the term EBS

Post a question in the EBS Community asking where you can
find a document with everything you need to know about
EBS patching
Search My Oracle Support using the global search. For the
most targeted search, type R11i patch wizard or just patch
wizard and locate the Patch Wizard Utility from the top of
your results. (*)
Log a Service Request and ask for Oracle Support to send you
the information
Read the E-Business Suite installation documentation

Correct

11.Amy and Joe are searching for performance information in My

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Oracle Support. When they compared results, Amy saw that Joe (1) Points
was getting a longer list of search results. If Amy wants to
increase the number of search suggestions for future searches, she
can go to the Settings tab, Knowledge Preferences and can
UPDATE her current setting (Number of Search Suggestions)
from 5 to 10. She also would want to make sure this preference is
set to ON.

True (*)
False

Correct

12.After performing a search, your results are displayed. What

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options are available to further refine your search results?
(1) Points

Once the search has run, you would need to create a new one
with more filters.
You can filter the results by clicking the down arrow next to
the knowledge source type.
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

Correct

Product Certifications
(Answer all questions in this section)
13.You type a search for Oracle E-Business Suite, Release 12.2.4,
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and leave Platform as ANY. Your Certification search results will
(1) Points
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

14.You need to search for certification data to prepare for your team
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meeting. However, you are NOT sure of the exact product name (1) Points
to use in the Certifications tab. What is the recommended
approach to find what you need?

Open a new technical Service Request with Oracle Support

You may be able to find your product by typing a portion of
the name. Try a few possible names for your product,
including abbreviations. As you type, you can select your
desired product from the options displayed. Many Oracle
products are findable with aliases (*)
Create a new discussion and ask the Certifications community
Check your SI to find out exactly how to input the product
name
None of the above

Correct

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

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

True (*)
False

Correct

16.What is the definition of a certification?

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(1) Points

A combination of Oracle and third-party products, operating

systems, or hardware that Oracle believes should work
together
 A combination of Oracle and third-party products, operating
systems, or hardware that Oracle has tested and 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
None of the above

Correct

17.You are preparing an upgrade plan for Oracle Database Vault. If

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you create a Certifications search, you will be able to see support (1) Points
information for this product that includes End dates for Premier
Support, Extended Support, and Sustaining Support.

True (*)
False

Correct

18.A product is certified for a SPECIFIC release of an operating

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

True (*)
False

Correct

Patches and Updates

(Answer all questions in this section)

19.You are relatively new to patching your Oracle Product. Where

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can you get additional clarification on My Oracle Support (1) Points
functionality related to patching?

Log a non-technical service request to get a brief demo from

Oracle Support on patching
Log a technical Service Request to ask for advice on patching
Use the General Patch Questions region on the Patches &
Updates tab and locate the general patch questions link and
type in your question
From the Patches & Updates tab, select the help link (upper
right) to view patching-related information like Patch
Searches and Patch Details (*)

Correct
20.To download aspecific patch, you must have Patch Download
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Access in your account that matches the Download Access on the
(1) Points
patch AND your customer user administrator (CUA) must set
Access Patches to DOWNLOAD (not View Only) for your
account.

True (*)
False

Correct

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

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She wants to know a fast and easy way to locate a patch for (1) Points
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.

True (*)
False

Correct

22.You have a question about a patch you are downloading. What is

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the option that Oracle recommends?
(1) Points

Submit a Service Request with your question as the summary

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 (*)
Log into My Oracle Support Community, locate your product
and post your question
Call Oracle Support and ask a Support Engineer

Correct

23.The product name used by the patch system in My Oracle Support

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is the same as the product name used for service requests or the (1) Points
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

True (*)
False

Correct
 24.What is a Patch Advisor?
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(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

My Oracle Support Community

(Answer all questions in this section)

25.You heard about a new community and want to check it out.

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When you open My Oracle Support Community, you only see a
(1) Points
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

26.You want to post a question to a My Oracle Support Community.

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How do you locate the correct community for your product and (1) Points
type of question?

Ask your Customer User Administrator to grant you access to

the community in question and it will appear the next time
you log in
Using the Navigation Banner, select your product, then drill
down into a specific sub-space related to your question. Ask
 your question to the sub-space and it will be reviewed by
users with the right product knowledge to help (*)
Post your question in the Using My Oracle Support
community to make sure as many users as possible can view
it.
Log a technical Support Request for assistance

Correct

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

Post this question in the Using My Oracle Support

Community
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 (*)
Open a non-technical Service Request, as this is a bug.
This feature is not available and should not be displayed.

Correct

28.You recently created a new discussion in My Oracle Support

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Community. When you go back to view it, you do not see it in the
(1) Points
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

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

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

Log a Non Technical Service Request via the Contact Us

process.
Post her ideas as questions on the Using My Oracle Support
Community
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 (*)

Correct

30.You have a question regarding Oracle Database. You are new to

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the community framework and are not sure how to locate a
(1) Points
relevant Database-oriented community. What is your best
approach? Check all that apply.

(Choose all correct answers)

You can type in your Database question in the search bar and
drill into likely answers to identify a Database Community for
your area of interest. (*)
Post this question in the Using My Oracle Support
Community
Open a non-technical Service Request
Using the banner navigation, click the Space List down
arrow, locate the Oracle Database MOSC space and click it
view the related sub-spaces (*)

Correct

31.Oracle Auto Service Request (ASR) is a new service you can

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register for in order to have all your SRs automatically created for (1) Points
you.

True
False (*)

Incorrect

32.The Oracle Services Tools Bundle (STB) includes components

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such as Oracle Remote Diagnostic Agent (RDA) and Oracle
(1) Points
Autonomous Crashdump Tool (ACT).

True (*)
False

Correct

33.EXAchk supports all supported hardware types, operating

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

True (*)
 False

Correct

34.Which of the following responses is the best definition of Oracle

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ORAchk?
(1) Points

A lightweight and non-intrusive health check framework for

the Oracle stack of software and hardware components (*)
This tool automatically opens a Service Request in the event
of a specific hardware fault
Self-extracting installer bundle

Correct

35.The Oracle Toolbox we highlighted in the learning content is a

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catalog of product-based and generic tools. It offers a single
(1) Points
source to quickly start building your diagnostics and health
toolkit.

True (*)
False

Correct

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

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

This allows you to easily download the Oracle Toolbox to

your desktop
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
You will have access to diagnostic tools only available
through this resource

Correct

Create and Manage Service Requests

(Answer all questions in this section)

37.The following is a common problem that users encounter when

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trying to log a Service Request. They do not have the correct
(1) Points
 access level in My Oracle Support and/or do not have the correct
Support Identifier approved and associated with their account

True (*)
False

Correct

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

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My Oracle Support BEFORE you create a service request. Based (1) Points
on the learning content, where can you validate your access?

Ask your CUA

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

Correct

39.If your systems are down and you select Severity 1 for your issue,
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you will need to provide a management contact in the workflow,
(1) Points
and your identified manager will be contacted by Oracle Support.

True (*)
False

Correct

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

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

Log a technical support Service Request via My Oracle

Support
Call Oracle Support
Search the knowledge base
Post a detailed question in a relevant community within My
Oracle Support to engage subject-matter experts (*)

Correct

41.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
Blue screen
MySql (using JDBC eWay) is experiencing a connection
problem: ClassName not found (*)

Correct

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

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(1) Points

When you are considering requesting management attention

to your issue
When your business has stopped functioning due to an issue
on your Oracle System, Software, or Application (*)
When you want immediate attention to your Service Request
When your testing system is down

Correct

Oracle Support Policies

(Answer all questions in this section)

43.The Lifetime Support Stages for your Oracle Products are:

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Premier Support, Extended Support, and Sustaining Support. (1) Points

True (*)
False

Correct

44.For some product and release combinations on the Certifications

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

True (*)
False

Correct

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

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understand what is covered in Premier, Extended, and Sustaining (1) Points
Support. What is the recommended approach to access the table
and complete your review?
 Mark the Oracle Lifetime Support Policies (Document
971415.1) a favorite in My Oracle Support
Post a question to the Using My Oracle Support Community
Log a non-technical Service Request
Locate the Lifetime Support Benefits table on the Oracle
Lifetime Support Policies page to review the details in the
comparison table (*)

Correct

46.What is the BEST method to stay informed about the latest

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information on Oracle Technical Support policies? (1) Points

Download the Oracle Technical Support Policies and use

these as your reference guide
Log a Service Request and ask Support to provide
information about support policies
Bookmark the Oracle Support Technical Support Policy page
and visit it when you have a question (*)
Set up Hot Topics E-mail notifications and select Support
Policies as the KM document type

Correct

47.What is the RECOMMENDED approach to resolve the issue of

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not being able to download a specific patch for a Product (after (1) Points
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

48.What are the recommended ways to locate content about the End
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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 (*)
Log a Service Request and request information about support
dates
 Call your Oracle Sales or Account Representative
Access oracle.com and locate the technical and lifetime
policies under the Support tab (*)

Correct

Mobile My Oracle Support

(Answer all questions in this section)

49.You are able to CREATE a new Service Request using the

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Mobile My Oracle Support interface (1) Points

True
False (*)

Correct

50.You are a CUA for your company. You are currently in a three-
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day organizational meeting and are concerned about getting (1) Points
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.A best practice to get the most value from Mobile My Oracle
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Support would be to mark any bugs or documents as
(1) Points
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.

True (*)
False

Correct

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

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

True (*)
False
 Correct

53.The Mobile My Oracle Support application is only available to

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Users with the Customer User Administrator (CUA) role
(1) Points

True
False (*)

Correct

54.How do you access Mobile My Oracle Support?

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(1) Points

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

(*)
You open a Service Request and ask for special privileges
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

Correct

My Oracle Support Introduction

(Answer all questions in this section)

55.If you have more tab options than the space available in My
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Oracle Support, they are located under the More tab.
(1) Points

True (*)
False

Correct

56.Your colleague, Li, is new to My Oracle Support. You have been

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asked to show him how to get up to speed quickly on the basic (1) Points
core functions of My Oracle Support. What is the recommended
FIRST step for Li?

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

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 direct Li to complete My Oracle Support Accreditation
as his FIRST step in learning about the basics
Li should access My Oracle Support Community and post all
his questions about the portal there

Correct

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

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

True
False (*)

Correct

58.As a user of My Oracle Support, you want to get the most value
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from the customizable dashboard layout. Which of the following (1) Points
responses is the recommended approach?

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 (*)
Ask your CUA to suggest a layout
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

59.Once you have access to My Oracle Support, your CUA is the

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first point of contact for any access issues you experience with
(1) Points
My Oracle Support.

True (*)
False

Correct

60.What is the benefit of generating an SR Report in My Oracle

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Support? (1) Points

You can click a button to send this report directly to your

CUA for analysis
If you have a lot of SRs, this option makes it easy to sort and
analyze them and also review with your team (*)
 You can easily update any SR from your customized report

Correct

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