1.

 The search functionality has what two components?

The search bar and search refinement options
The search bar and the filter options for services

The search bar and My Services

(1) Points
2. A recommended best practice is to enter your search phase and THEN select the
Cloud service you are using.
True

False
(1) Points
3. What search source results are included when you create a search in Oracle Cloud
Support?
Knowledge
Knowledge and Documentation

Knowledge and Community

(1) Points
4. What happens to the search filter header when you select a different service?
Nothing
It changes to match your selection

It changes to show one or more selections

(1) Points
5. What was the recommendation to develop better search technique?
Construct your search in sections:
I want to XXX, for this situation, for this cloud service
Make your search more general to gather more results

Keep the search itself short and simple and add more filters
(1) Points
6. Which option is NOT available in Oracle Cloud Support?
Create a browser bookmark for the document for future reference
Add the document to your list of Favorites by clicking the Gold Star

Ability to see the Document ID number

(1) Points
Learning Series Introduction

7. What approaches were highlighted to help you build your personalized resource
toolkit?
Click the 'toolkit' checkbox on documentation of interest
Mark knowledge documents as “favorites” in My Oracle Support and create browser
bookmarks for other resources

Set up automatic browser bookmarks for all content in the Cloud Support portal
(1) Points
8. Which statement is TRUE about the Support Accreditation exam?
The exam has multiple-choice and True/False questions
The exam only includes multiple-choice questions

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

(1) Points
9. What best practice was cited regarding the suggested resources in this learning
series?
Set up a reminder to check all the resources once per month
Always start by creating a new search in the support portal

Reference the suggested resources to ensure you have the latest information
(1) Points
10. Which response is TRUE about the target audience for this support accreditation?
Users who have a cloud services subscription and working knowledge of the Cloud Support
portal
Brand-new users that just implemented a cloud service

Users who are thinking about adding a cloud service to their implementation
(1) Points
Creating Service Requests in My Oracle Support
(Answer all questions in this section)
11. Potentially avoiding delays during the SR lifecycle due to missing or incomplete
data is associated with what concept in this module?
Creating a fully qualified SR
Choosing the right Service Type
Setting your Chat status to Available to engage with the Support Engineer
(0) Points

12. 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

(0) Points
13. What common reason was identified when a user cannot log a service request in
My Oracle Support?
The user needs to request a new expiration date for the Create and Update privilege
The user does NOT have the correct access level or the correct Support Identifier associated
and approved for their account

The user does not have a My Oracle Support login

(0) Points
14. Which statement is TRUE about guided resolutions?
A guided resolution is always triggered during the SR creation flow
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
(0) Points
15. A recommended best practice is to search for solutions in the knowledge base and
community PRIOR to logging a service request.
True

False
(0) Points
16. In My Oracle Support, it is possible to log a Service Request using one screen like
Oracle Cloud Support.
True

False
(0) Points
Bug Management in My Oracle Support
(Answer all questions in this section)
17. Where can you follow Bugs of interest on the Dashboard?
My Oracle Support
Both Oracle Cloud Support and My Oracle Support

Oracle Cloud Support

(1) Points
18. 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 Bug search sources as the
default
A standard search includes Knowledge Base, Community, and Documentation search

sources as the default

(1) Points
19. 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, status, details about specific issue and user that logged the issue
Bug ID number, type, severity, status, platforms, details about the issue, and creation and
update dates

Bug ID number, severity, and current status

(1) Points
20. Which statement is TRUE about the Bug Tracker region?
Adding the region to the Dashboard automatically pulls in bugs you marked as favorites
This region requires special approval from your CUA
Your selected bug remains visible in this region (whether open or closed) until you

‘unmark’ it as a favorite
(1) Points
21. You want to track two bugs in order to provide updates to your team each week.
Which suggested action will help you accomplish this?
Mark each bug as a favorite and set up Hot Topics Email notifications for "Bugs I've
Marked as Favorites"
Mark each bug as a favorite and this automatically generates email updates to you
Search for the bugs in Hot Topics Emails and set them as favorites by providing the Bug ID

(1) Points
Using Oracle Community
(Answer all questions in this section)
22. What is the purpose of a Category and Sub-category in My Oracle Support
Community (MOSC)?
These structures are used to determine awarded points for posted content
These structures are used to organize content into a high-level container (Category) and
then into targeted topics (Sub-category)

These structures are only used by moderators to help move content

(1) Points
23. Oracle Cloud Customer Connect is an online cloud community for registered
customers.
True

False
(1) Points
24. 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
(1) Points
25. 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
(1) Points
26. Your Oracle footprint may include both on premise products and cloud services,
so you should understand the options in the two highlighted communities to best meet
your needs.
True

False
(1) Points
27. 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
(1) Points
Staying Informed
(Answer all questions in this section)
28. 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

(1) Points
29. The Cloud Services Hosting and Delivery Policies offer an option to subscribe to
Policy Alert Updates
True

False
(1) Points
30. What do the Cloud Delivery Policies cover?
How to access and use your specific cloud service for your business
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
31. What recommended resource offers content like update information, readiness
announcements, cumulative documentation, and how-to videos?

Oracle Documentation Portal

My Oracle Support Community
Oracle Twitter

Documentation at https://docs.oracle.com
(1) Points
Cloud Support Portal Overview
(Answer all questions in this section)
32. In the Cloud Support Portal, users have the ability to click the Help menu to see the
documentation for the page displayed.
True
False
(1) Points
33. John has the ability to track bugs as favorites in the Cloud Support Portal.
True

False
(1) Points
34. John is using the Cloud Support Portal, and he enters his search phrase. How should he
deal with Services in most scenarios?
Scroll through service list and pick the service associated to his search need
The portal will select the appropriate service based on the search
Click ALL SERVICES

Leave the default and click the magnifying glass search icon
(1) Points
35. In personalization, you can ONLY set your language to English to log a service request.
True

False
(1) Points
36. The Cloud Support Portal search displays all cloud services available to ANY Cloud
Support user.
True

False
(1) Points
37. 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 pick a different Support Identifier and create a new ticket that he will be able to see.

He can reach out to his CUA to get the correct SI assigned or use the Contact Us link in My
Oracle Support.
It is likely a browser refresh issue. He should log out and then log back in to see the SR.
He needs to use the Customize Page link in the Cloud Support Portal to add My Service

Requests region to his Dashboard.

(1) Points
Service Requests in Cloud Support Portal
(Answer all questions in this section)
38. It is a best practice to look at current open tickets under "My Company's
Technical Service Requests" to ensure your issue is NOT already logged by a peer in
your organization.

True

False
(1) Points
39. 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
(1) Points

40. What best practice was cited to help you keep your SR moving through the
support process?
Add new details to the investigation
Request Management Attention

Quickly respond to the status type “Needs Attention”

(1) Points
41. How can you confirm you have approved privileges in Oracle Cloud Support to
log SRs?
Ask your CUA by sending an email
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.

(1) Points
42. What was one of the highlighted reasons why you might request Management
Attention for your SR?
You want to advise Oracle Support of critical milestone dates
You want to change the current status
You have additional attachments to upload
(1) Points
43. In addition to possibly resolving your current issue, another objective of the
Guided Resolution is to help further define the problem.
True

False
(1) Points
Customer User Administrator and Support Identifiers
(Answer all questions in this section)
44. What are the steps to enable Full SR Updates in Email?
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

Your CUA enables this feature and you are ready to use it
(1) Points
45. What is a recommended best practice when requesting access to a Support Identifier,
SI?
Provide a business justification for the request such as joining a new project team
Use the Fast Track feature to automatically request access to the target SI

Click Request Access button and submit

(1) Points
46. Which statement is TRUE about Full SR Updates in Email?
The boxes are always clickable, but you will get an error if the feature is not enabled
The boxes disappear from the screen if not enabled

If your CUA has enabled this feature for any SI, the box is clickable
(1) Points
47. What is the recommended best practice regarding CUA coverage for your team or
organization?
Always have a minimum of five CUAs per SI
If you have a small team, one CUA per SI is fine

Always have a minimum of two CUAs per SI

(1) Points
48. 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

(1) Points
49. If you click on a Support Identifier number in My Account, you can view information
like Product, Status, and Support Level.
True

False
(1) Points
Introduction to My Oracle Support for Cloud Users
(Answer all questions in this section)
50. Which statement is true about the number of tabs displayed to you in My Oracle
Support?
All users will see exactly the same number of tabs
It is based on products, assets, and services associated to your Support Identifiers

It is based on the specific on-premises products you have

(1) Points
51. A recommended Best Practice is to review the Getting Started region for training and
other resource links.
True

False
(1) Points
52. How can you tell if a tab in My Oracle Support can be customized?
The tab will display an arrow symbol next to the name
If a tab can be customized, the Customize Page link will display in the upper right

Only the Dashboard and Knowledge tabs can be customized

(1) Points
53. What best practice was identified for customizing your tabs in My Oracle Support?
Only customize your tabs if you have Hardware Assets to manage
Only customize the Getting Started region to highlight training of interest to you

Customize a tab layout based on the tasks you perform

(1) Points
54. What event activates the Hot Topics email update to you based on your selections?
Email is generated based on updated content since your last Hot Topics email
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
(1) Points
Searching in My Oracle Support
(Answer all questions in this section)
55. When searching in My Oracle Support, what is the recommended best practice to
find the most relevant content and solutions?
Only use global search for specific error messages
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

Include a search phrase or set of key words that is most targeted to your need
(1) Points
56. 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?
Add more terms to your search and it will automatically increase the number of results to
20
Select My Account and then Knowledge Preferences. She can increase the search
suggestions to 10
Log a non-technical service request using the Contact Us link

This is the maximum result set and cannot be changed

(1) Points
57. 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 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

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

(1) Points
58. How can you modify a search string to be more targeted to a specific solution?
Turn on additional search sources
Turn on your PowerView filter
Put quotes around all the key words of the search
(1) Points
59. What happens to your original search if you select Search Additional Oracle Sites from
My Oracle Support?
Your original search string appears in a new tab but cannot be modified
Your original search string is still available if you click the "Create Search" button

Your original search string appears in a new tab

(1) Points
60. What are the default search sources in My Oracle Support?
Knowledge Base, Community and Documentation
Knowledge Base, Community, and Patch

You need to select desired search sources for a new search

Knowledge Base and Community