Oracle Cloud Support Specialist Assessment

1. You would like to receive more search suggestions with each search in My Oracle Support.
You currently see five results. How can you change this?

- This is the maximum result set and cannot be changed

- Log a non-technical service request using the Contact Us link
- Select My Account and then Knowledge Preferences. She can increase the search
suggestions to 10
- Add more terms to your search and it will automatically increase the number of results to 20

2. How can you modify a search string to be more targeted to a specific solution?
- Turn on your PowerView filter
- Put quotes around all the key words of the search

- Turn on additional search sources

3. What are the default search sources in My Oracle Support?

- Knowledge Base, Community, and Patch

- You need to select desired search sources for a new search
- Knowledge Base, Community and Documentation

- Knowledge Base and Community

4. When searching in My Oracle Support, the results include discussion questions from My
Oracle Support Community.

- True

- False
5. What happens to your original search if you select Search Additional Oracle Sites from My
Oracle Support?

- Your original search string is still available if you click the "Create Search" button
- Your original search string appears in a new tab but cannot be modified

- Your original search string appears in a new tab

6. What is the purpose of the 'Search Additional Oracle Sites' button you see to the right of the
search area on the Knowledge tab?

- You click this button to extend your current search to www.oracle.com/search

- You click this button if you want to change the current sources for your search like
adding Bug or Patch
- This option automatically turns on your PowerView filters
- This allows you to focus just on Cloud Customer Connect Community

7. Which statement is TRUE about guided resolutions?

- The Service Type field triggers the guided resolution once you select a value
- Your selected Service Type plus the Problem Type may activate a guided resolution

- A guided resolution is always triggered during the SR creation flow

8. What customer SR statuses were highlighted as a best practice to monitor to keep your SR
moving forward?

- Customer Working and Solution Offered

- Customer Update and Solution Offered

- Oracle Working and Solution Provided

9. What common reason was identified when a user cannot log a service request in My Oracle
Support?

- The user does NOT have the correct access level or the correct Support Identifier
associated and approved for their account
- The user needs to request a new expiration date for the Create and Update privilege

- The user does not have a My Oracle Support login

10. Potentially avoiding delays during the SR lifecycle due to missing or incomplete data is
associated with what concept in this module?

- Setting your Chat status to Available to engage with the Support Engineer
- Creating a fully qualified SR

- Choosing the right Service Type

11. How can you set your status to "Available" for Chat in My Oracle Support?

- The Chat options LOV is under your display name in the portal banner
- There is a button on the Service Requests tab that you can select

- This is an option under My Account and Preferences

12. A recommended best practice is to search for solutions in the knowledge base and community
PRIOR to logging a service request.

- True
- False

13. Which statement is TRUE about Full SR Updates in Email?

 - The boxes disappear from the screen if not enabled
- If your CUA has enabled this feature for any SI, the box is clickable

- The boxes are always clickable, but you will get an error if the feature is not enabled

14. What is a recommended best practice when requesting access to a Support Identifier, SI?

- Use the Fast Track feature to automatically request access to the target SI
- Click Request Access button and submit

- Provide a business justification for the request such as joining a new project team

15. How do you view your Support Identifiers and access levels in the Cloud Support portal?

- From My Account, review Support Identifiers table

- Select Personalization and review your current settings

- This option is only available in My Oracle Support

16. What was the recommended best practice for the CUA regarding monitoring of current users,
access, and privileges?
- Review the Audit log once a week to monitor changes by all CUAs
- Monitor on a quarterly basis to ensure alignment with your business objectives

- Run a daily report to share with management

17. What are the steps to enable Full SR Updates in Email?

- Your CUA enables this feature and you are ready to use it
- Your CUA enables this feature and you click the checkboxes in the "SR Details" column
 - You just click the checkboxes in the "SR Details" column to enable it

18. What is the recommended best practice regarding CUA coverage for your team or
organization?
- Always have a minimum of two CUAs per SI
- Always have a minimum of five CUAs per SI
- If you have a small team, one CUA per SI is fine

19. Which response is TRUE about the target audience for this support accreditation?

- Users who are thinking about adding a cloud service to their implementation
- Brand-new users that just implemented a cloud service
- Users who have a cloud services subscription and working knowledge of the Cloud

Support portal

20. What best practice was cited regarding the suggested resources in this learning series?

- Always start by creating a new search in the support portal

- Reference the suggested resources to ensure you have the latest information

- Set up a reminder to check all the resources once per month

21. Which statement is TRUE about the Support Accreditation exam?

- The exam has multiple-choice and fill-in-the-blank questions

- The exam only includes multiple-choice questions

- The exam has multiple-choice and True/False questions

22. What approaches were highlighted to help you build your personalized resource toolkit?

- Click the 'toolkit' checkbox on documentation of interest

 - Set up automatic browser bookmarks for all content in the Cloud Support portal
- Mark knowledge documents as “favorites” in My Oracle Support and create browser
bookmarks for other resources

23. 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?

- He can reach out to his CUA to get the correct SI assigned or use the Contact Us link in
My Oracle Support.
- He can pick a different Support Identifier and create a new ticket that he will be able to
see.
- He needs to use the Customize Page link in the Cloud Support Portal to add My Service
Requests region to his Dashboard.
- It is likely a browser refresh issue. He should log out and then log back in to see the SR.

24. The Cloud Support Portal search displays all cloud services available to ANY Cloud Support
user.

- True

- False

25. John is using the Cloud Support Portal, and he enters his search phrase. How should he deal
with Services in most scenarios?

- The portal will select the appropriate service based on the search
- Click ALL SERVICES
- Leave the default and click the magnifying glass search icon

- Scroll through service list and pick the service associated to his search need

26. John has the ability to track bugs as favorites in the Cloud Support Portal.
 - True

- False

27. John is looking at his dashboard in the Cloud Support Portal. His service requests are
grouped into Open, Oracle Working, and Needs Attention. As a best practice, which of these
statuses should he update first?

- Oracle Working
- Needs Attention

- Open

28. In Cloud Support Portal, you can ONLY create service requests from the Service Requests
tab.

- True
- False

29. 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?

- Clicking the Gold Star to make a knowledge document a favorite automatically enables
the email notifications
- This is a feature that your CUA needs to enable at the Support Identifier level under SR
Details
- From My Account, select Hot Topics Email notifications, add selected products, and

select update types to include

30. What event activates the Hot Topics email update to you based on your selections?

- Email is generated based only on new content since your last Hot Topics email
- Email is generated based on new or updated content since your last Hot Topics email
 - Email is generated based on updated content since your last Hot Topics email

Finished first 30 question

31. How can you tell if a tab in My Oracle Support can be customized?
- If a tab can be customized, the Customize Page link will display in the upper right
- The tab will display an arrow symbol next to the name
- Only the Dashboard and Knowledge tabs can be customized

32. When is the option to make a knowledge document a "Favorite" available to you?
- In My Oracle Support
- In both My Oracle Support and Oracle Cloud Support

- In Oracle Cloud Support

33. What best practice was identified for customizing your tabs in My Oracle Support?
- Customize a tab layout based on the tasks you perform
- Only customize the Getting Started region to highlight training of interest to you
- Only customize your tabs if you have Hardware Assets to manage
34. What was one of the highlighted reasons why you might request Management Attention for
your SR?
- You want to change the current status
- You want to advise Oracle Support of critical milestone dates

- You have additional attachments to upload

35. You have a Request Status of approved for Support Identifier 12345678 with "None" as the
privilege in the Service Requests column. What action do you take to be able to log SRs for this
SI?
- Click "Request Access" button and add a new Support Identifier with privilege of "Create
and Update"
- Click "View" link in Administrators column notify your CUA with a business
justification for why you need to log SRs
- Change the privilege for this column using the List of Values drop-down and just select

"Create and Update"

36. How can you confirm you have approved privileges in Oracle Cloud Support to log SRs?
Select My Account and Personalization to confirm you have "Create and Update" in the Service

- Requests column.
- Select My Account, locate Support Identifiers region. Confirm you have “Create and
Update” in the Service Requests column.

- Ask your CUA by sending an email

37. In addition to possibly resolving your current issue, another objective of the Guided
Resolution is to help further define the problem.

- True

- False

38. What is the recommended best practice to help you possibly avoid logging a new SR?

- Leverage the "Ideas Lab" in Community to get answers to your question

- Search the knowledge base in Oracle Cloud Support
- Use self-service options such as searching the knowledge base and community

39. Which statement is TRUE about guided resolutions based on what you learned in this
module?

- A guided resolution is always triggered during the SR creation flow

- A guided resolution may be triggered by the combination of Service Type and Problem
Type
- A guided resolution is triggered if you set the request flag in the SR creation flow

40. You are searching in My Oracle Support for any bugs related to a cloud service. Which
statement is TRUE?
 - The Bug search source is only available if you have an open Bug
- A standard search includes Knowledge Base, Community, and Documentation search
sources as the default
- A standard search includes Knowledge Base, Community, and Bug search sources

as the default

41. During a search, you found a cloud service bug record to review. What type of information is
typically provided in the record?

- Bug ID number, type, severity, status, platforms, details about the issue, and creation and
update dates
- Bug ID number, severity, and current status

- Bug ID number, status, details about specific issue and user that logged the issue

42. Which statement is TRUE about the Bug Tracker region?

Your selected bug remains visible in this region (whether open or closed) until you ‘unmark’ it

- as a favorite
- This region requires special approval from your CUA
- Adding the region to the Dashboard automatically pulls in bugs you marked as favorites

43. You want to review bugs for Oracle Database Cloud Service. You create a search for "Oracle
Database Cloud Service performance bugs" and submit. Will the BUG search source be added
automatically to the default search sources?

- No, it will not be automatically added and you need to re-run the search to include the
Bug number
- Yes, it will be automatically added against the current search
- No, it will not be automatically added but you can select it by clicking on it and the

search is updated

44. If your search string is numerical-only, BUG and PATCH search sources are automatically
added in. You will see a pop-up message and additional search sources are now blue with a green
checkmark.

- True
- False
45. What type of document was recommended as a great way to learn more about a product,
service, or task?

- Troubleshooting document
- Information Center

- Learn More document

46. What search source results are included when you create a search in Oracle Cloud Support?

- Knowledge and Documentation

- Knowledge and Community

- Knowledge

47. What was the recommendation to develop better search technique?

- Keep the search itself short and simple and add more filters
- Make your search more general to gather more results
- Construct your search in sections: I want to XXX, for this situation, for this cloud service

48. What happens to the search filter header when you select a different service?

- It changes to show one or more selections

- It changes to match your selection

- Nothing

49. What is the purpose of the blue arrow in the filter section?
- It clears the search bar
- It lets you choose Knowledge or Documentation sources

- It lets you Scroll Right and display more services

50. The search functionality has what two components?

 - The search bar and the filter options for services
- The search bar and My Services
- The search bar and search refinement options

51. You may like to stay informed by attending live events related to your cloud service by
leveraging Cloud Customer Connect. Where can you review and register for events?

- Select the "Readiness & Planning" same-page link

- Select the "Events" same-page link

- You can find events for your cloud service from the Ideas lab

52. What do the Cloud Delivery Policies cover?

- How Oracle will deliver Cloud Services, including security, change management, and
backups
- How Oracle will deliver Cloud Services and ongoing change management process for
each update

- How to access and use your specific cloud service for your business

53. The Cloud Services Hosting and Delivery Policies offer an option to subscribe to Policy Alert
Updates

- True

- False

54. What is one of the recommended best practice for support policies?

- Join the Cloud Services Hosting and Delivery Policies user group
- Check your policies once a month for any updates
- Bookmark the relevant cloud policies to find them again easily
55. Oracle Cloud Customer Connect is an online cloud community for registered customers.

- True

- False

56. You posted a new idea in Oracle Cloud Customer Connect. If the status of the idea changes,
you will see the status noted at the beginning of the idea title. For example, [Under Oracle
Review].

- True

- False

57. What should you do if you have a question about Oracle E-Business Suite but are not sure
where to get help within My Oracle Support (MOSC)?

- Locate the Oracle EBS category and just post your question there
- Locate the Oracle EBS category and then review all the sub-categories within it to find
the most relevant to your need
- Type your question into the search bar, post it to any sub-category, and it will get

assigned to Oracle EBS

58. To find content of interest in Oracle Cloud Customer Connect, you can go to "Product
Forums" and select your desired application such as "Human Capital Management."

- True

- False

59. Is registration required for community access?

- Yes, you need to register for Oracle Cloud Customer Connect

- No, you do not need to register for either community option

- No, you do not need to register for Oracle Cloud Customer Connect

60. As a best practice, what types of questions should you post in a community forum?
- Only questions about the most current release of your product
- Non-urgent questions that do NOT involve your company-specific data
- Both non-urgent and urgent questions are good candidates

Oracle Cloud Support Specialist Assessment