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_______________________________________*****************************************
***************_________________________________________________
Value of Support
(Répondez à toutes les questions de cette section.)
1.
Superior Ownership Experience is Oracle's commitment to
maximize the value of customer's enterprise software by which of the following?
Question à revoir
(1) Points
Reduce Total Cost of Ownership
Maximize Return
Minimize Risk
Build Relationships for Partner & Customer Success
All of the Above (*)
Correcte
Corrrect
2.
Advanced Customer Services provide personalized support
above and beyond Premier Support
Question à revoir
(1) Points
Vrai (*)
Faux
Correcte
Corrrect
3.
the following?
(1) Points
The Global Support Infrastructure is made up of which of
Question à revoir
(Choisir toutes les réponses correctes)
20,000 Software Developers
24X7 Mission Critical Support (*)
7000+ Support Professionals (*)
12X5 Mission Critical Support
50 Local Languages
Correcte
Corrrect
4.
Configuration Support Manager can reduce time to log a S
ervice Request by how much time?
Question à revoir
(1) Points
0.5
0.3 (*)
0.75
0.05
0.1
Correcte
Corrrect
5.
Configuration Support Manager can prepopulate a Service
Request with configuration data?
Question à revoir
(1) Points
Vrai (*)
Faux
Correcte
Corrrect
Lifetime Support
(Répondez à toutes les questions de cette section.)
6.
Extended Support is provided for an additional how many
years after Premier Support ends?
Question à revoir
(1) Points
No limit
1 Year
8 Years
5 years
3 years (*)
Correcte
Corrrect
7.
It is Oracle's policy to force upgrades after a customer
has had 10 years in sustaining support.
Question à revoir
(1) Points
Vrai
Faux (*)
Correcte
Corrrect
8.
In Applications Unlimited, Customer Driven Product Roadm
aps represent more of what to our customers?
Question à revoir
(1) Points
More Choice
More Value
More Visibility (*)
More Time
All of the above
Incorrecte
re information.
Incorrect. Refer to the Lifetime Support training for mo
9.
Which of the following are modules of Oracle Premier Sup
port? Question à revoir
(1) Points
(Choisir toutes les réponses correctes)
Ecosystem Support (*)
Global Support Outerstructure
Lifetime Support (*)
Proactive Automated Support (*)
Product Enhancement and Updates (*)
Correcte
Corrrect
10.
While in Sustaining Support, the pricing is equal to pri
cing as if in Premier Support Question à revoir
(1) Points
Vrai (*)
Faux
Correcte
Corrrect
Oracle Web Conferencing
(Répondez à toutes les questions de cette section.)
11.
Conference reports can contain which types of informatio
n?
Question à revoir
(1) Points
(Choisir toutes les réponses correctes)
Attendee Preferences
Attendees (*)
Conferencing Documents (*)
Conferencing URLs (*)
Poll Results (*)
Correcte
Corrrect
12.
To Upload a Document, you would do which of the followin
g?
Question à revoir
(1) Points
Email the OWC administrator
Click the Upload Document Button (*)
Enter a service request
Correcte
Corrrect
13.
To start your conference, you would do which of the foll
owing? Question à revoir
(1) Points
Call the attendees to join
Call or email the OWC system administrator
Conference will automatically start when scheduled
Select the Join Conference icon from the Conference Listed you wish to s
tart (*)
None of These
Correcte
lowing?
(1) Points
Corrrect
14.
The primary use of the conference ID is which of the fol
Question à revoir
(Choisir toutes les réponses correctes)
To allow conference attendees to join an Instant Conference (*)
For archival purposes (*)
To identify the conference administrator
To send Instant Messages to the conference attendees
None of These
Correcte
Corrrect
15.
Documents can only be made available to attendees during
the time of the conference
Question à revoir
(1) Points
Vrai (*)
Faux
Correcte
Corrrect
Working Effectively With Support - EBS
(Répondez à toutes les questions de cette section.)
16.
Which of the following is not normally provided via Meta
link? Question à revoir
(1) Points
Certification information
Access to SR logging
Certified Advantage Partner Criteria (*)
Diagnostic Tests
Correcte
Correct
17.
agnostic Tools?
(1) Points
Which of the following is not a benefit of the Oracle Di
Question à revoir
Application customers can run proactive tests
Reduces SR ping-pong
Automatically capture customer configuration information
Customer can log SR and leave all action with Oracle until resolved (*)
Incorrecte
Incorrect, refer to the Working Effectively with Oracle
training for more information
18.
True or False? A SR should be escalated when the severit
y assigned does not reflect the true business impact
Question à revoir
(1) Points
Vrai
Faux (*)
Correcte
Correct
19.
Question à revoir
(1) Points
What is the most effective way to escalate a SR?
Update Metalink
Call into Support
Via your Oracle Account Manager
Update Metalink and then call into Support (*)
Correcte
Correct
20.
Question à revoir
(1) Points
What can you expect following an escalation request?
Oracle Consultant onsite within 24 hours
Oracle Support manager telephones to discuss your problem and agree acti
on plan (*)
Support Engineer passes SR to another engineer
24x7 working until problem resolved
Correcte
Correct
Making the most of Metalink
(Répondez à toutes les questions de cette section.)
21.
What is the maximum number of SR profiles can you set up
?
Question à revoir
(1) Points
5
50
10 (*)
25
1
Correcte
Corrrect
22.
You can find out when your CSI license expires by Naviga
ting to Profile - Licenses - and click on Show hyperlink next to your Support Id
entifier
Question à revoir
(1) Points
Vrai (*)
Faux
Correcte
Corrrect
23.
Question à revoir
(1) Points
How far back can you search for Service Requests?
5 Years
90 Days
365 Days (*)
30 Days
7 Days
Correcte
Corrrect
24.
Question à revoir
(1) Points
What does Secure Enterprise Search enable you to do?
SES enables you to search a subset of Oracle Product Documentation, OTN,
and Oracle.com from within MetaLink. (*)
SES enables you to filter incoming messages
SES allows you to open secure forums to communicate issues
SES puts you in direct contact with Oracle support
Correcte
to yourself?
(1) Points
Corrrect
25.
How do you set up your preferences to "PUSH" information
Question à revoir
Navigate to Profile, preferences, add and personalize your settings. (*)
Submit a Metalink Service Request
Press the 'Push' button
Enter preference info into Email Matrix
None of these
Correcte
Corrrect
Support Diagnostics
(Répondez à toutes les questions de cette section.)
26.
If you have a Support Diagnostics related question, whic
h Forum should you use on MetaLink to pose your question?
Question à revoir
(1) Points
Production Diagnostics Project Forum
Oracle General Support Forum
Support Diagnostics Project forum (*)
Oracle Direct Support Forum
Correcte
Corrrect
27.
You access Support Diagnostics by logging into the eBusi
ness Suite and choosing "Oracle Diagnostics Tool" responsibility.
Question
à revoir
(1) Points
Vrai (*)
Faux
Correcte
Corrrect
28.
What is the master MetaLink note to reference that conta
ins Support Diagnostics information?
Question à revoir
(1) Points
MetaLink Note 168000.1
MetaLink Note 167000.5
MetaLink Note 7000.1
MetaLink Note 167000.1 (*)
Correcte
Corrrect
29.
Question à revoir
(1) Points
What types of Support Diagnostic tests are available?
(Choisir toutes les réponses correctes)
Setup (*)
Activity (*)
Impact
Assessment
Collection (*)
Correcte
Corrrect
30.
Question à revoir
(1) Points
How often are updates released for Support Diagnostics?
Bi-Monthly (*)
Weekly
Quarterly
Monthly
Yearly
Correcte
Corrrect