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Oracle Platinum Services Support Accreditation MOS21

The document outlines the Oracle Platinum Services Support Accreditation, detailing the foundational training, recommended resources, and best practices for users. It covers topics such as automated activities, patching events, fault monitoring, and the roles of users within the Oracle support system. Additionally, it provides guidelines for creating service requests and maintaining certified configurations to ensure effective support and management of Oracle services.

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36 views8 pages

Oracle Platinum Services Support Accreditation MOS21

The document outlines the Oracle Platinum Services Support Accreditation, detailing the foundational training, recommended resources, and best practices for users. It covers topics such as automated activities, patching events, fault monitoring, and the roles of users within the Oracle support system. Additionally, it provides guidelines for creating service requests and maintaining certified configurations to ensure effective support and management of Oracle services.

Uploaded by

mirzajubayars
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Oracle Platinum Services Support

Accreditation: MOS21
1. How does basic foundational training fit within the concept of Oracle
Platinum Services Support Accreditation?
a. Accreditation is targeted to brand-new users who need to learn the basics
b. Users seeking Oracle Platinum Services Accreditation should already have
basic knowledge of support processes and portals
c. We recommend that users complete their basic training in conjunction with
their Oracle Support Accreditation
2. What is the recommended approach to build your toolkit of
recommended resources?
a. Mark documents as "Favorites" outside of My Oracle Support
b. Mark documents in My Oracle Support as "Favorites" and create browser
bookmarks
c. Create browser bookmarks for resources outside of My Oracle Support
3. Which of the following is an example of an automated activity?
a. Create a patching event
b. Create a new Service Request
c. Manage Passwords
d. New SR is generated by event detection
4. Which statement is TRUE about creating a Patching event?
a. The Customer creates a Patching event
b. This is an automated process owned by Oracle
c. The OASG automatically schedules Patching events and sends you an email
5. Oracle Platinum Services is an extension of Premier Support (which
includes use of My Oracle Support) but is NOT a managed service.
a. True
b. False
6. What is the best definition of Oracle Platinum Services?
a. Oracle Platinum Services refers to any Oracle Engineered System
b. A special entitlement under Oracle Premier Support, delivered at no
additional cost
c. A component of Oracle Premier Support, available for an additional cost
d. It is another term to describe Oracle Premier Support
7. One requirement of Oracle Platinum Services is to maintain a properly
configured Certified Platinum Configuration to support the Oracle Platinum
Services (this includes ensuring the system is at a certified Oracle
Platinum Services patch level).
a. True
b. False

8. What is OASG?
a. Oracle Administrative Support Gateway
b. Oracle Action Support Gateway
c. Oracle Advanced Support Gateway
9. Which of the following best practices was highlighted in this module?
a. Check Welcome document for latest information
b. Add every document you find to your toolkit
10. What is the connection between Hot Topics Emails and documents you
marked as Favorites?
a. There is no connection
b. You can only access this region if you have at least one Favorite document
c. Automated emails are triggered by product and content selection like
"Documents I've marked as favorites
11. Leveraging the value of co-located content in a single location is
associated with what type of resource?
a. Service Request
b. General knowledge document
c. Information Center

12. A recommended best practice is to use your team as part of your


strategy to stay informed. For example, ask your colleagues to monitor
different information sources and share weekly updates at the staff
meeting.
a. True
b. False
13. Which statement is NOT true about the concept of creating your
personalized toolkit of Oracle Platinum Services resources?
a. Your resources may be different from other users
b. Once you add a resource to the toolkit, you cannot delete it
c. A key objective is to re-use information by finding it once and then using it
again at any time
d. Your toolkit is customized to your role as you develop it
14. Where can you access the Hot Topics Emails region?
a. My Oracle Support under My Account
b. My Oracle Support under Personalization
c. My Oracle Support on the Dashboard
15. What is the most complete definition of staying informed as it relates
to Oracle Platinum Services?
a. Finding resources in My Oracle Support and building your toolkit
b. Attending the welcome call
c. Creating a strategy for finding and using available information in a way that
helps you maintain your product and achieve your objectives
d. Knowing how to search for solutions and knowledge in My Oracle Support
16. How is a Change Request submitted for a desired configuration
change?
a. A proposed change to the Certified Platinum configuration must be requested
via a new Service Request
b. A proposed change to the Certified Platinum configuration must be requested
via the Change Management section in Oracle Advanced Support Gateway
c. A change request is automatically submitted when a fault is detected
17. Which response is TRUE about usage of My Oracle Support Community
to ask questions?
a. It is a good choice for urgent questions as long as you do not include your
company-specific data
b. There are no guidelines other than selecting the most relevant sub-category
for your question
c. It is best for non-urgent questions that do not include company-specific data
18. Can a Customer User Administrator, CUA) existing within Oracle
Platinum Services?
a. No, a CUA cannot exist within Oracle Platinum Services
b. Yes, a CUA can exist and is the same as a CUA within My Oracle Support
c. Yes, a CUA can exist but is unlike a CUA within My Oracle Support

19. Types of changes that fall under Change Management are typically
related to what?
a. Monitoring
b. Setting up a new CUA
c. Replacing hardware

20. What is a key objective of Oracle Platinum Services?


a. Enable you to have a structured approach to Change Management
b. Enable you to have a non-structured approach to Change Management
c. Help you learn how to log Service Requests for your Engineered Systems

21. What is the Change Management interface used between you and
Oracle Platinum Monitoring?
a. My Oracle Support Community
b. Oracle Advanced Support Portal, OASP
c. My Oracle Support Portal
22. Why would you want to blackout monitoring for a certain period?
a. You should always have monitoring active
b. You only enable monitoring when you are active in the system
c. You want to conduct an activity like application testing and don't want to
generate Service Requests
23. Under Oracle Platinum Services, the CUA user type exists in the Oracle
Advanced Support Portal (OASP) Account tab and their associated
privileges are limited to basic tasks like adding and deleting other users
associated with the account.
a. True
b. False
24. A fault is determined to be a valid Oracle Platinum Services fault.
What happens next?
a. If fault is a valid Oracle Platinum Services fault, a new SR review is initiated
b. If fault is a valid Oracle Platinum Services fault, SR is automatically opened. If
fault is NOT a valid Oracle Platinum Services fault, no further action required
of Oracle
c. A service request is automatically opened.
25. What is the best definition of Response Time Targets related to Oracle
Platinum Services?
a. Published target times related to notification of detected faults and Sev 1
service requests
b. Estimates of how long it will take you to manually create a new SR for Oracle
Platinum Services
c. Published target times related to Sev 1 service requests
26. What is the best definition of a fault?
a. Any anomaly detected in Oracle Platinum Services
b. A fault is defined as any event (only for hardware)
c. A fault is defined as an event.
27. Who determines whether an event constitutes a fault?
a. The Customer
b. The system automatically makes this determination
c. Oracle
28. A recommended best practice is to proactively ensure that monitored
systems are within certified Platinum configurations at all times. Consider
assigning this role to one of your users and ask for an update once per
quarter.
a. True
b. False

29. What is defined as a two-way communication system between the


Engineered System and Oracle?
a. Oracle Platinum Services SR
b. Oracle Advanced Support Gateway, OASG
c. Fault Monitoring
30. What is fault monitoring?
a. The Oracle Platinum Services team identifies a Fault Monitor on your team
that monitors for fault events in the hardware, database, operating system
and networking components of Certified Platinum Configurations 24x7 and
creates an SR on your behalf
b. Oracle Platinum Services remotely monitors for fault events in the hardware,
database, operating system and networking components of Certified Platinum
Configurations 24x7 and provides a mechanism to trigger the creation of an
SR on your behalf
c. Oracle Platinum Services has a team onsite that monitors for fault events in
the hardware, database, operating system and networking components of
Certified Platinum Configurations 24x7 and provides a mechanism to trigger
the creation of an SR on your behalf
31. With regard to Remote Patch Installation, who is responsible for
initiating the Patch Event?
a. You (the Oracle customer) are responsible
b. You can set this up to occur automatically on a set sequence
c. This is the responsibility of the Oracle Patch Engineer
32. Which option provides details to walk you through the activities,
owners, and estimated timelines associated with an Oracle Platinum
Services remote patch installation?
a. Remote Patch Checklist
b. Oracle Advanced Support Gateway, OASG
c. Support Policies
33. Where can you review Response and Restore times?
a. My Oracle Support Community for Engineered Storage
b. Oracle Platinum Services Quick Reference Guide
c. Remote Patch Checklist
34. Oracle will remotely install patch bundles for the Certified Platinum
Configuration up to 4 times a year. What are your responsibilities related
to remote patch installation?
a. Once the remote patch installation is complete, you create a new service
request to confirm with Oracle Support that the process is complete
b. You schedule the remote patch installation and approve any patch to be
installed
c. None. Oracle handles all activities related to remote patch installation as part
of your Oracle Platinum Services
35. Your team is planning for your first remote patch installation and are
considering both the Rolling and Non-Rolling options. Based on your
review of the knowledge content, which is the preferred method in terms
of speed?
a. Rolling
b. Non-Rolling
c. Both methods are equal, so it is about your preference as the customer
36. A key difference between Rolling and Non-Rolling remote patch
installation is what?
a. The time of day for the patch installation
b. Whether it is monthly or quarterly
c. Whether Certified Platinum Configuration is Online or Offline
37. The Remote Patch Checklist provides details on what roles?
a. Oracle Patch Coordinator and Oracle Patch Engineer
b. Oracle Patch Engineer and Oracle Configuration Manager
c. Oracle Patch Coordinator and Oracle Patch Manager
38. You do NOT need to be a current Oracle Platinum Services customer in
order to receive remote patch installation services.
a. True
b. False
39. What specific value will flag your new manually created SR as an
Oracle Platinum Services SR to the support engineer?
a. Asset Name
b. Product
c. Serial Number
40. What SR status should you be monitoring to ensure you respond back
to Oracle Support?

a. Needs Attention
b. Oracle Working
c. Assigned
41. Why would you create a Platinum Implementation Service Request
(PISR)?
a. You want to monitor an Engineered System like Exadata under Oracle
Platinum Services
b. You want to request a blackout period
c. You want to report an event
42. What recommended best practice do we recommend you follow before
creating a new Oracle Platinum Services SR?
a. Search the knowledge base to locate existing solutions that may solve your
issue
b. Save up your issues and log several SRs together to save time
c. None. Just create a new SR when you have an issue or question
43. Is this a possible scenario where you would create a new manual SR?
You have a problem with your Engineered System that has not created an
automatic SR. Maybe it’s a fault that is outside the list of the events that
Oracle Platinum Services detects, but it needs to be fixed.

a. Yes, you could create a manual SR for this scenario


b. Yes, but you need to create a Platinum Implementation SR
c. No, all SRs should be automatically generated based on faults

44. It is possible to choose "Oracle Platinum Services" as the PRODUCT for


a Service Request.
a. True
b. False
45. Talking to your team about new SRs being created helps you avoid
duplicate issues in the system if another team member has the same issue
and is planning to open an SR.
a. True
b. False

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