Help Desk Assessment WZD-SSX64-301: X64 Server …docshare01.docshare.tips/files/26628/266289506.pdf · e the memory on his Sun Server X3-2L (Sun Fire X4270 M3 ... wants to upgrade

Sun x86 Server Support Consultant Certification � Help Desk Assessment

WZD-SSX64-301: X64 Server System Overview(Répondez à toutes les questions de cette section.)

1. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Which action plan lists the steps taken to solve the customer's problem? Question à revoir (1) Points

Provided customer with the location of the serial port to access ILOM, the serial cable to use, the need for a terminal server on the laptop, along with the default account (root) and password (changeme). (*)

Informed customer that the port to use was one of the Ethernet ports and provided the default account number (root) and password (changeme)

Provided customer with system password

Dispatched field engineer to assist customer in configuring system

Correct

2. A customer calls into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Customer is requesting how to upgrade his memory

Customer doesn't know what density of memory to order

Customer is asking for the part number of the 8-Gbyte DIMM that he can order (*)

Customer is asking what type of memory is in his server

Correct

3. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The c

ustomer's immediate needs are the dimensions, weight and power requirements of the unit. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Passed the customer issue to the back-line engineers.

Provided the customer with the link to the server�s System Handbook and guided the customer to where the dimensions, weight and power requirements of this server could be found. (*)

Directed the customer to the Oracle Documentation website.

Provided the information to the customer from the getting started guide for this server.

Incorrect. Refer to the X64 Server System Overview training for more information.

4. A customer calls into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Which action plan lists the steps taken to solve the customer's issue? Question à revoir (1) Points

Took customer's order for memory upgrade

Provided customer with memory option number 7100790. (*)

Sent memory upgrade to customer

Dispatched field engineer to upgrade customer memory


5. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The customer's immediate needs are the dimensions, weight and power requirements of the unit. According to your resources, what are the power requirements of this server? Question à revoir (1) Points

48V DC

115V, 60 Hz AC

220V, 50 Hz AC

12V DC

100 to 127 / 200 to 240 VAC (*)


6. A customer calls into the call center with an issue. He wants to upgrade the memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some assistance on how perform the upgrade. Which question needs to be answered before the customer orders DIMMs for the upgrade? Question à revoir (1) Points

Where is the system located?

What is the current memory configuration? (*)

Does the customer have DIMMs available to upgrade the system?

Does the system have a memory problem?

Correct

7. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Which port should be accessed first? Question à revoir (1) Points

Network Management port

Ethernet port

Serial Management port (*)

Video port

Correct

8. A customer calls into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Which DIMM density creates a total server memory of 512 Gbytes if used on all of its memory slots ? Question à revoir (1) Points

4-Gbtye

8-Gbyte

32-G-byte (*)

16 G-byte


9. A customer calls into the call center and says she has experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site service to provide warranty service to replace the defective fan module number 4 on her server. Which link provides direct access to a document repository that contains documents on fan replacement procedures? Question à revoir (1) Points

http://www.oracle.com

http://my.oracle.com/index.htm

http://my.oracle.com/site/pd/sss/products/index.html

http://www.oracle.com/technetwork/indexes/documentation/index.html (*)

Correct

10. A customer calls into the call center and says she has experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site service to provide warranty service to replace the defective fan module number 4 on her server. Which problem statement characterizes the

customer's problem? Question à revoir (1) Points

Customer is reporting server cooling problems and is requesting on-site support for replacement

Customer is reporting fan module number 4 failure and is requesting on-site support for replacement (*)

Customer is requesting on-site support for a server cooling problem

Customer is reporting fan module failure

Incorrect. Refer to the X64 Server System Overview training for more information.11. A customer calls into the call center and says she has experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site service to provide warranty service to replace the defective fan module number 4 on her server. Which action plan lists the steps taken to solve the customer's problem? Question à revoir (1) Points

Explained to the customer that the part is a CRU and will be dispatched to them as parts-only for the customer to replace (*)

Dispatched field person with a FRU to replace the part.

Verified that the customer has no support contract but we have done free parts replacement for this customer in the past so we dispatched field person with a FRU to replace the part.

Dispatched TSC person with a CRU to replace the part.


12. Which x86 server uses AMD-based CPUs? Question à revoir (1) Points

Sun Fire X4250 server


Sun Fire X4140 server (*)


Incorrect

13. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The customer's immediate needs are the dimensions, weight and power requirements of the unit. Which of the following documents would you recommend for the customer to locate Sun Server X3-2L rack mount requirements (select 2)? Question à revoir (1) Points

(Choisir toutes les réponses correctes)

Administration Guide

Programming Guide

Site Planning Guide (*)

Operating System Installation Guide

Sun System Handbook (*)


14. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. What documentation would you recommend to the customer for information about the server configuration (select 2)? Question à revoir (1) Points


ILOM Guide (*)

Installation Guide (*)


Startup Guide

Incorrect

15. Which rackmount server supports a service processor on an optional daughter card? Question à revoir (1) Points

Sun Fire X4450

Sun Fire X2250

Sun Fire X2270 (*)

Sun Blade X6275

Sun Fire X4240

Incorrect16. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The customer's immediate needs are the dimensions, weight and power requirements of the unit. Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer did not have the installation documentation to be able to find the dimensions, weight, and power requirements for this server (*)

Customer does not know the weight and dimensions of this server

Customer needs a server installed

Customer needs installation documentation to look up the specifications he needs


17. A customer calls into the call center with an issue. He wants to upgrade the memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some assistance on how perform the upgrade. What is the most effective

location to find information related to this problem? Question à revoir (1) Points

http://ilearning.oracle.com


https://support.us.oracle.com/handbook_internal/index.html (*)

http://www.oracle.com/technetwork/indexes/downloads/index.html

Correct

18. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer needs to know which server port, the serial cable to use, the need for a terminal server on the laptop, as well as the system default account and password. (*)

Customer is asking for on-site help to set up the system.

Customer needs to know the default account and password for the serial port.

Customer needs the correct port to access system.

Incorrect

19. How many power supplies does the Sun Fire X2250 server support? Question à revoir (1) Points

Two

Four

One (*)

Incorrect

20. A customer calls into the call center and says she has experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site service to provide warranty service to replace the defective fan module number 4 on her server. Using your resources, what is the correct part number for the replacement fan module? Question à revoir (1) Points

541-3539 (*)

541-2802

371-4679

541-2125

541-2112

Incorrect. Refer to the X64 Server System Overview training for more information.21. If a customer has a failure of a Sun Server X3-2L (Sun Fire X4270 Server M3 ) power supply, what link within the system handbook can you reference to find a part number for a replacement ? Question à revoir (1) Points

Full Components List (*)

Problem Resolution

Hardware Specifications

Field Action Bulletins (FABs)

Correct

22. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Possible impacts include replacement of the wrong DIMMs when PcCheck is used to diagnose a memory problem(True or False)? Question à revoir (1) Points

Vrai (*)

Faux

Correct

23. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server. Which action plan lists the steps taken to solve the customer's problem? Question à revoir (1) Points

Ordered new disk replacement for the customer.

Asked the customer to apply the latest operating system patches

Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and LSI 1064 BIOS = 6.06.06A or greater. (*)

Asked the customer to replace the server�s motherboard

Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information.

24. Which of the following cannot be found within an Installation Guide? Question à revoir (1) Points

All of the above

Product replacement procedures (*)

Product specifications

Product installation procedures

Correct

25. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Which problem statement characterizes the customer's problem? Question à revoir

(1) Points

Customer called to get a replacement Sun Blade X6250 server blade because it is intermittently shutting down

Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. (*)

Customer is reporting an intermittent AC power problem

Customer is reporting that his Sun Blade 6000 Modular System is intermittently shutting down.

Incorrect. Refer to the X64 Server Data Gathering to Solve Customer Issues training for more information.26. Which document would you use to find the memory population rules of the Sun Blade X6275 Server Module? Question à revoir (1) Points

Sun Blade X6275 Server Module Service Manual (*)

Sun Blade X6275 Server Module Installation Guide

Sun Blade X6275 Server Module Product Notes

Sun Blade X6275 Server Module OS Installation Guide

Correct

27. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Which document would relate to the customer's issue? Question à revoir (1) Points

Doc ID 1001128.1 (FCO) (*)

Doc ID 1019279.1 (FAB)

(Doc ID 1019713.1 (FAB)

Doc ID 1397124.1 (ALERT)


28. Which document would you use to find the rack mount procedure of the Sun Server X3-2L (Sun Fire X4270 Server M3)? Question à revoir (1) Points

Service Manual


Getting Started Guide

OS Installation Guide


29. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Which component is called out by the document as the source of the problem? Question à revoir (1) Points

Power supplies (*)

Server blade

Chassis slot

Fans

Correct

30. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server Can the BIOS and LSI firmware be updated if you use the latest ILOM software package (True or False)? Question à revoir (1) Points

Vrai (*)

Faux

Correct31. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Which document may relate to the customer's issue? Question à revoir (1) Points

Doc ID 1001342.1 (FAB)

Doc ID 1369835.1 (Alert)

Doc ID 1000523.1 (FAB) (*)

Doc ID 1001128.1 (FAB)

Correct

32. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server. Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer cannot access the LSI Configuration utility

Customer needs has a hardware problem interfering with access to the LSI utility (*)

Customer cannot access BIOS

Customer�s server cannot boot.


33. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server What is called out by the document as the root cause of the problem?. Question à revoir

(1) Points

Firmware (*)

Motherboard

DIMM

CPU

Correct

34. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Which component is called out by the document as one of the root causes of the problem? Question à revoir (1) Points

OS software

SP and BIOS firmware

Older PC Check versions (*)

SP and ILOM firmware


35. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

The Doc ID 1001128.1 (FCO) is a possible cause and solution to the customer�s problem. This FAB was referenced in the call. (*)

Ordered a new power supply for the customer.

The Alert 243486 is a possible cause and solution to the customer�s problem. This Alert was referenced in the call.

Provided the customer with the document that lists the steps to solve his problem.

Correct

36. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server. Which document may relate to the customer's issue? Question à revoir (1) Points

Doc ID 1001307.1 (FAB)

Doc ID 1017415.1 (FAB)

Doc ID 1000873.1 (FAB)

Doc ID 1000817.1 (FAB) (*)


37. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer is having memory problems..

Customer�s PcCheck does not recognize a faulty DIMM. (*)

Customer�s ILOM firmware needs to be upgraded.

Customer BIOS firmware needs to be upgraded.

Incorrect

38. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a fa

ulty DIMM (Hint: The customer recently upgraded the memory on this server). Which action plan lists the steps taken to solve the customer's problem? Question à revoir (1) Points

Ordered a new DIMMs for the customer.

Provided the customer with the document to use that lists the steps to solve the problem.

Scheduled maintenance time with the customer to replace faulty DIMMs called out by PcCheck.

Performed a workaround specified in CR 6603341as a temporary fix then scheduled maintenance time with the customer to upgrade SP, BIOS and Pc Check software. (*)


39. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. If you know this problem has occurred before, which type of document may provide information to resolve the customer's problem (select 2)? Question à revoir (1) Points


Alerts (*)

Service manual

Administrative Guide

Installation Guide

Field Action Bulletins (FAB) (*)


40. Which of the following can be included in FABs? Question à revoir (1) Points

Field Change Orders (FCOs)

Hardware issues

Field Information Notice (FINs)

All of the above (*)

Incorrect41. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Confirmed that the server supports IPMI 2.0, provided the customer the web site to the IPMItool and directed the customer to the ILOM document that has a content on Sun's implementation of IPMI. (*)

Sent the customer the ILOM documentation that contains all she needed to know about Sun's implementation of IPMI.

Confirmed that the server supports IPMI 1.5 and assisted the customer in configuring IPMItool on her server.

Confirmed that the server supports IPMI 2.0, provided the customer the web site to the IPMItool and assisted her in configuring and accessing the user interface.

Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information.

42. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Which type of documents should you review to determine if it is safe to perform a power supply hot swap? Question à revoir (1) Points

ILOM Manual

Programming Manual

FABs, Sun Alerts, and Service Manual (*)

Installation Manual


43. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Which information can determine whether the Sun Alert 258408 applies to this server? Question à revoir (1) Points

Has this power supply failed in the past?

The part number and date code of the power supply (*)

The manufacturer of the power supply

Whether the power supply is AC or DC

Correct

44. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server Question à revoir (1) Points

Customer X4250 server is Customer needs to know if IPMI is supported on the X4270 and information on how to monitor the X4270 using IPMI

Customer needs to know if IPMI is supported on the X4270 and the website to download the IPMItool.

Customer needs to know if IPMI is supported on the X4270 and how to configure IPMI on the X4270 Server.

Customer needs to know if IPMI is supported on the X4270 and where she c

an find Sun documentation on IPMI. (*)


45. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. What action may need to be performed before the failed power supply can be removed? Question à revoir (1) Points

Slide the server out of the rack

Move the cable management arm (*)

Power off the server

Unlock the power supply handle

Incorrect. Refer to the X64 Server Locating and Interpreting Service Procedures training for more information.46. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Provided the field technician with the location of the procedure to perform the replacement along with the part number of a replacement X6240 server blade.

Reviewed the replacement procedure with the field technician and assisted in ordering a replacement X6240 server blade. (*)

Collected and recorded all information on the replacement and ordering procedure and passed the call to the back line.

Sent the field technician the documents that contains the replacement and server blade ordering procedures.

Incorrect. Refer to the X64 Server Locating and Interpreting Se

rvice Procedures training for more information.

47. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. What is the latest version of IPMI that is supported on the X4270 server? Question à revoir (1) Points

2 (*)

1

2.5

1.5

Correct

48. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Which verifies the location of the failed power supply? Question à revoir (1) Points

The power supply green OK LED is flashing

By executing the ILOM flash command to turn on the Service Required LED

The power supply amber Service Required LED is lit (*)

All power supply LEDs are off


49. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. All of these components need to be moved to the replacement server blade, except? Question à revoir

(1) Points

Flash DIMMs (a.k.a. Flash modules) (*)

DIMMs

HDDs

Compact Flash Card


50. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Customer needs assistance configuring a network port.

Customer needs a Sun field person to configure his network management port to his management network.

Customer needs assistance configuring the serial management port.

Customer needs assistance configuring the network management port into his management network. (*)


51. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Customer needs assistance installing a new power supply.

Customer needs assistance in determining the procedure to replace power supply 0 on his X4240 server using a hot swap action. (*)

Customer needs assistance replacing the X4240 server power supply without disturbing the server operation.

Customer needs a Sun field person to replace his failed power supply.


52. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Verified that a power supply hot swap replacement can be performed on the customer's X4240 server then sent the customer the documents that contains the power supply replacement procedure.

Provided the customer with the location of procedure to use to perform the replacement along with the part number of a replacement power supply.

Sent a Sun field person out to the customer site to perform the power supply replacement.

Verified that a power supply hot swap replacement can be performed on the customer's X4240 server then covered the replacement procedure with the customer. (*)


53. To determine the memory configuration of Xeon 5500 Series CPUs on the Sun Blade X6275 Server Module you need to consider the following parameters. Question à revoir (1) Points

Speed, density and number of DIMMs per channel

Speed, density, rank and number of DIMMs per channel (*)

Speed, density, and rank

Speed, rank and number of DIMMs per channel


54. Which source of information is not needed for an initial on-site installation of an X4600 M2 server? Question à revoir (1) Points

Getting Started Manual

Installation Guide

Enterprise Installation Standards (EIS)

Programming Manual (*)


55. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Field technician needs the part number to a new X6240 server blade.

Field technician needs assistance identifying and ordering a replacement part for a failed X6240 server blade and assistance with its replacement. (*)

Field technician needs assistance replacing the X6240 server blade as a hot swap action.

Field technician needs assistance in determining what is the replacement part number for the X6240 server blade.

Correct56. A field technician called the service center with a problem on a Sun Bl

ade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which type of document provides the procedure to perform the replacement task? Question à revoir (1) Points

Field Action Bulletins (FAB)

Product notes page 10

Service manual (*)

Installation manual

Sun Alerts


57. Which Flash Module removal step is critical to avoid damaging it data? Question à revoir (1) Points

Disconnect the ESM power cable before removing the Flash Module.

After its removal, place the Flash Module on an anti-static mat for 20 seconds.

Push the fault remind button to light its green power LED.

Do not remove the Flash Module while its green power LED is on. (*)

Correct

58. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Which list of commands does the customer use to configure and activate the management network port using a static IP address? Question à revoir (1) Points

set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set commitpending=true (*)

cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static

cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=true

set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set commitpending=true

Correct

59. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. How would you describe the location of the network management port to the customer? Question à revoir (1) Points

The RJ-45 connector on the rear of the server labeled NET MGT (*)

The RJ-45 connector on the front of the server labeled NET MGT

The RJ-45 connector on the front of the server labeled SER MGT

The RJ-45 connector on the rear of the server labeled SER MGT


60. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Which port does the customer need to use to configure the network management port? Question à revoir (1) Points

Serial management port (*)

NET0 port

USB port

Any of the network ports

Correct61. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of the servers at their site and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle documentation that covers IPMI, and where they can get software to access IPMI's user interface from their new server's OS. What is the latest version of IPMI that is supported on the X4270 M3 server? Question à revoir (1) Points

2.5

2 (*)

1

1.5

Incorrect

62. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which document describes the U-boot and Pc Check utilities and how to use them? Question à revoir (1) Points

Installation guide

Product Notes

Service manual

Diagnostic guide (*)

Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.

63. The BIOS logs is same as the ones contained within ILOM. Question à revoir (1) Points

Vrai

Faux (*)

Correct

64. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot? Question à revoir (1) Points

Pc-Check

SunVTS

POST

U-Boot (*)


65. A customer called the service center with a critical problem. He has an X4250 server that has been crashing intermittently after an Oracle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade. What else can you do to solve the customer's problem? Question à revoir (1) Points

Have the customer rerun POST.

Have the customer run Oracle VTS CPU diagnostics. (*)

Have the customer perform a crash dump.

Send out a field technician to reverse the CPU upgrade.

Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.66. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of the servers at their site and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle documentation that covers IPMI, and where they can get software to access IPMI's user interface from their new server's OS. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Customer needs to know if IPMI is supported on the X4270 M3 and where they can find Oracle documentation on IPMI. (*)

Customer needs to know if IPMI is supported on the X4270 M3 and the website to download the IPMItool.

Customer needs to know if IPMI is supported on the X4270 M3 and information on how to monitor the X4270 M3 using IPMI.

Customer needs to know if IPMI is supported on the X4270 M3 and how to configure IPMI on the X4270 M3 server.

Incorrect

67. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic should you recommend that the customer use to exercise the Sun Fire X2270 internal disks from the operating system? Question à revoir (1) Points

U-Boot

POST

Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)

Pc-Check

Correct

68. Where is Pc-Check program selected to execute from on the X6270 server blade? Question à revoir (1) Points

BIOS

OS

ILOM (*)

OBP


69. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of the servers at their site and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle documentation that covers IPMI, and where they can get software to access IPMI's user interface from their new server's OS. Which function is NOT supported by IPMI? Question à revoir (1) Points

Display an IPMI log

Display current indicator values

Display current sensor values

Display O/S login information (*)

Correct

70. A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. When replacing the failed fan module, what can be used to pinpoint the failed fan module? Question à revoir (1) Points

fan Locator LED flashing

fan fault LED ON (*)

fan fault LED flashing

fan OK LED flashing

Correct71. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic tests the Sun Fire X2270 OS hardware just prior to the OS boot? Question à revoir (1) Points

Oracle Validation Test Suite (Oracle VTS) previously Sun VTS

U-Boot

Pc-Check

POST (*)

Correct

72. A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Once the customer locates the physical failed fan module, what do you recommend the customer do? Question à revoir (1) Points

Call in a field technician to replace the fan.

Wait for a maintenance period to shut down the server to replace the fan.

Shut down the server to replace the fan.

Hot swap the fan. (*)


73. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of the servers at their site and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle documentation that covers IPMI, and where they can get software to access IPMI's user interface from their new server's OS. Select the one most appropriate action plan based on the customer�s information and the solution to their problem. Question à revoir

(1) Points

Sent the customer the ILOM documentation that contains all they needed to know about Oracle's implementation of IPMI.

Confirmed that the server supports IPMI and assisted the customer in configuring IPMItool on their server.

Confirmed that the server supports IPMI, provided the customer with the web site to the IPMItool, and assisted the customer in configuring and accessing the user interface.

Confirmed that the server supports IPMI, provided the customer with the web site to the IPMItool, and directed the customer to the ILOM document that has content on Oracle's implementation of IPMI. (*)

Incorrect

74. A customer called the service center with a critical problem. He has a X4250 server has been crashing intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the upgrade. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Reviewed the FABs and Alerts and found no related issues. Had the customer run some Oracle VTS CPU diagnostics to isolate the problem.

Referred the customer to the MOS knowledge repository. (*)

Dispatched a field engineer to diagnose the customer's CPU problem.

Reviewed the FABs and Alerts and found no related issues. Dispatched a field engineer to reverse the CPU upgrade back to the X6394A.

Correct

75. A customer called the service center with a critical problem. He has an X4250 server that has been crashing intermittently after an Oracle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade. Which, if any, of the documents listed related to this issue? Question à revoir (1) Points

Doc ID 1020437.1

Doc ID 1020990.1

Doc ID 1021983.1

None of these documents (*)

Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.76. A customer called the service center with a critical problem. He has an X4250 server that has been crashing intermittently after an Oracle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade. Which type of documents should you review to determine if there are any bugs related to this issue? Question à revoir (1) Points

ILOM manuals

Service Manual

FABs and Alerts (*)

Installation Manual

Correct

77. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of the servers at their site and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle documentation that covers IPMI, and where they can get software to access IPMI's user interface from their new server's OS. Where can the customer download the IPMItool that has the latest Oracle compatible updates? Question à revoir (1) Points

http://www.oracle.com/technetwork/indexes/downloads/index.html (*)

http://www.ipmitool.sourceforge.net

http://www.sunsolve.central.sun.com

http://www.ipmi.com

Correct

78. Which tool displays the server's hardware configuration on Solaris? Question à revoir (1) Points

prtconfig

config

ipconfig

prtdiag (*)

Correct

79. BIOS is hosted by ILOM. Question à revoir (1) Points

Vrai

Faux (*)


80. A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

The customer needs assistance in ordering a fan module replacement.

The customer needs assistance in determining the nature of the fan failure message and course of action to take. (*)

The customer needs assistance in determining the nature of the fan failure message.

The customer needs assistance in determining the nature of the fan failu

re message and how to order a replacement.

Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.81. How many DIMMs need to be replaced when a single DIMM fails on the X2270 M2 server? Question à revoir (1) Points

1

2 (*)

4

3

Correct

82. What can the Windows Event Viewer be used for on the X2270 and X2270 M2 servers? Question à revoir (1) Points

view the system logs (*)

view the system processes

view the system accounts

view the system drivers

Correct

83. Which tool do you use to upgrade the firmware on ILOM and BIOS on the X2270 and X2270 M2 servers? Question à revoir (1) Points

ILOM (*)

OBP

IPMI

BIOS

Correct

84. To enable the sunservice account you need to set the session parameter to on the X2270 and X2270 M2 servers? Question à revoir (1) Points

escalation (*)

service

enabled

on

Correct

85. To replace an FMOD, on the X2270 M2 server, the state of the ESM power LED must be? Question à revoir (1) Points

Flashing

OFF (*)

does not matter

ON

Correct86. Which of the following components CAN be hot swapped on the X2270 and X2270 M2 servers? Question à revoir (1) Points

DIMM

fan module

HDD (*)

power supply

Correct

87. To replace a PCIe adapter, on the X2270 and X2270 M2 servers, you need to remove the riser and the card together. Question à revoir (1) Points

Vrai (*)

Faux

Correct

88. Which is the system exerciser that can be used on any supported server's OS on the X2270 and X2270 M2 servers? Question à revoir (1) Points

SunVTS (*)

Pc-Check

hostdiag

spdiag

Correct

89. What type of serial management port connector is supported by the X2270 and X2270 M2 servers? Question à revoir (1) Points

USB

UCP

DB9

RJ-45 (*)

Correct

90. Which of the following components requires a Phillips screwdriver for its replacement on the X2270 and X2270 M2 servers? Question à revoir (1) Points

system battery

FMOD

DIMM

PCIe riser (*)

Correct91. Which diagnostics tests the SP during its boot up on the X2270 and X2270 M2 servers? Question à revoir (1) Points

Pc-Check

hostdiag

Uboot Tests (*)

spdiag

Incorrect. Refer to the Sun Fire Nehalem and Westmere Server Trouble Shooting training for more information.

92. To enable Service Mode you need to perform all but one of these steps on the X2270 and X2270 M2 servers? Question à revoir (1) Points

Gather the product serial number and ILOM version

Set the session mode to service

Generate the service password from a designated website

Call Oracle service for the sunservice password (*)


93. What is the default configuration of the network management port on the X2270 and X2270 M2 servers? Question à revoir (1) Points

This port is not supported

Configured with a static IP address

Configured to use a local DHCP (*)

Not configured


94. Which is the height of the X2270 and X2270 M2 servers? Question à revoir (1) Points

3U

1U (*)

2U

4U


95. Which of serial management port parameters is NOT a factory default on the X2270 and X2270 M2 servers? Question à revoir (1) Points

8 data bits

9600 baud

1 stop bit

even parity (*)

Correct


3U

2U

1U (*)

4U

Correct


Use the product serial number and ILOM version to generate a service password



Log into ILOM using the root factory default password (*)


98. How many disk slots are available on the front of the X4170 and X4170 M2 servers? Question à revoir (1) Points

4

12

16

8 (*)


99. How do you upgrade the CPLD firmware of the main board on the X4170 and X4170 M2 servers? Question à revoir (1) Points

ILOM command or screen

Using the cpld_update script (*)

Using firmwareupdate

Using the cpld2_update script


100. How many DIMMs are supported per memory channel on the X4170 M2 server? Question à revoir (1) Points

2

4

3 (*)

1


101. Where is the FMOD power LED is located on the X4170 and X4170 M2 servers? Question à revoir (1) Points

On the FMOD

On the motherboard next to the respective FMOD slot

Next to the ESM (*)

There are no FMOD fault LEDs


102. To replace the ESM you need to remove the riser and the ESM together on the X4170 and X4170 M2 servers. Question à revoir (1) Points

Vrai (*)

Faux

Correct


PCIE riser (*)

FMOD

sysem battery

DIMM

Correct

104. Which disk types are supported by the X4170 and X4170 M2 servers? Question à revoir (1) Points

SAS

SATA

SAS and SATA (*)

none

Correct

105. How do you access the Preboot menu on the X4170 and X4170 M2 servers? Question à revoir (1) Points

Hold Locator button during the SP boot (*)


Typing xyzzy during the OS boot

BIOS screen

Incorrect. Refer to the Sun Fire Nehalem and Westmere Server Trouble Shooting training for more information.106. Which state of the Power/OK LED indicates that there is no AC power or the SP is booting on the X4270 and X4270 M2 servers? Question à revoir (1) Points

STEADY ON

SLOW BLINK

OFF (*)

STANDBY BLINK

Correct


3U

4U

1U

2U (*)

Correct

108. How many CPU sockets are supported by the X4270 and X4270 M2 servers? Question à revoir (1) Points

4

2 (*)

1

3

Correct

109. Which file contains the Solaris and Linux system logs on the X4270 and X4270 M2 servers? Question à revoir (1) Points

system_log

log

system_event_log

messages (*)

Correct


SAS

SATA

SAS and SATA (*)

none

Correct111. Which diagnostics tests can be run during the booting of the OS on the X4270 and X4270 M2 servers? Question à revoir (1) Points

SunVTS

POST (*)

hostdiag

UBoot

Correct

112. Which of the following components CAN be hot swapped on the X4270 and X4270 M2 servers? Question à revoir (1) Points

FMOD

DIMM

HDD or SDD (*)

fan board

Correct

113. What type of serial management port connection is supported on the X4270 and X4270 M2 servers? Question à revoir (1) Points

RJ-45 (*)

USB

UCP

DB9

Correct

114. To enable the sunservice account you need to perform the following ILOM command on the X4270 and X4270 M2 servers? Question à revoir (1) Points

set SESSION mode = escalation (*)

set SUNSERVICE mode = escalation

set SESSION mode = enable

set SUNSERVICE mode =enable


115. Which ILOM screen displays a list of sensor values on the X4270 and X4270 M2 servers? Question à revoir (1) Points

fault management

indicators

inventory

sensor readings (*)

Incorrect. Refer to the Sun Fire Nehalem and Westmere Server Trouble Shooting training for more information.116. To enable the Sunservice account you need to perform the following ILOM command on the X4275 and X4275 M2 servers? Question à revoir (1) Points






117. Which network management port parameter is used to configure subnets on the X4275 and X4275 M2 servers? Question à revoir (1) Points

gateway IP address

discovery mode

DHCP IP address

network mask (*)



SAS

SATA

SAS and SATA (*)

none

Correct


2 (*)

4

3

1


120. Which of serial management port parameters is NOT a factory default on the X4275 and X4275 M2 servers? Question à revoir (1) Points

8 data bits

115200 baud (*)

1 stop bit

no parity

Correct

121. Which ILOM account extended role allows the user to change all the configuration variable states on the X4275 and X4275 M2 servers? Question à revoir (1) Points

reset and host control

admin (*)

console

user management

Correct

122. What is the maximum memory supported by the X4275 M2 servers assuming you use 8-GByte DIMMs? Question à revoir (1) Points

96 GBytes

128 GBytes

144 GBytes (*)

64 GBytes


123. Which diagnostics run during SP boot on the X4275 and X4275 M2 servers? Question à revoir (1) Points

all the diagnostics listed

Pc-Check

Uboot tests (*)

hostdiags


124. How do view the CPLD firmware version on the X4275 and X4275 M2 servers? Question à revoir (1) Points

Using the BIOS Setup screen

# cpld_update script -i (*)

# firmwareupdate -i

-> load -a


125. What type of serial management port connection is supported on the X4275 and X4275 M2 servers? Question à revoir (1) Points

RJ-45 (*)

DB9

UCP

USB

Correct

126. This is another resource available to customers designed to promote awareness and understanding of the available support tools and resources to allow you to get the most out of your support investment. Question à revoir (1) Points

Sustaining Support

Support Process and Tools advisor webcasts (*)

Newsletters

Customer Services Catalog

Transfer of Information (TOI)

Incorrect, refer to the Creating Customer Value training for more information

127. Identify the support model described: This support model centered around reactively working customer issues. You work with support on the issue, identify a solution, and then move to implement that solution. Question à revoir (1) Points

Traditional support model (*)

Pro-active support model

Predictive support model

None of the above

All of the above


128. Identify the support model described: Support model that provides information about the latest issues and patches, then you as a customer review what solutions may or may not apply in your environment. Question à revoir (1) Points

Traditional support model

Pro-active support model (*)


None of the above

All of the above


129. This region where we push important information from Oracle to our customers about what is happening within support, about critical patches that have become available, about significant changes that may be occurring within support. Question à revoir (1) Points

Service Request region

Getting started region

News region

Draft Service Request region

Breaking News region (*)


130. Product Information Centers are one stop shops maintained within our knowledge base that contain information about specific products and releases. Question à revoir (1) Points

Vrai (*)

Faux

Corrrect131. This region allows for quick and easy monitoring of all your open issues right at the dashboard. Question à revoir (1) Points



Service Requests region (*)

Knowledge region

News region

Corrrect

132. This is another resource containing recorded discussions during which development outlines functionality included within new product releases. Question à revoir (1) Points


Sustaining Support

Transfer of Information (TOI) (*)

Newsletters

Lifetime Support Policy


133. The My Oracle Support framework was created using FLEX Technology from Adobe. Using the Flash viewer allowed the flexibility to design a system that is very user friendly. Question à revoir (1) Points

Vrai (*)

Faux

Correct

134. When using the Configuration Manager this region provides the opportunity to share with Oracle Support the details of what is going on within your configurations. your support engineer not only has access to your environment details when working an issue. Engineers have visibility (through projects). Question à revoir (1) Points

Projects region (*)



News region

Knowledge region

Corrrect

135. This online assessment tool is designed to share Global Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance � with the goal to help customers get maximum value from their Oracle investments Question à revoir (1) Points


Newsletters


Customer Success Self-Assessment (*)

Sustaining Support

Corrrect136. True or False. Browse knowledge allows users to navigate through the product hierarchy to specific folders of content in order to eliminate noisy results generated from generic queries against the entire knowledge base. Searching the knowledge base using the browser feature is a support best practice and is the best way to access product specific information. Question à revoir (1) Points

Faux

Vrai (*)


Oracle's Lifetime Support Policy(Répondez à toutes les questions de cette section.)

137. Lifetime Support is only Applicable to which of the following Oracle Products? Question à revoir (1) Points

JDEdwards

PeopleSoft

Oracle E-Business

Siebel (*)

All of the above

Incorrect. Refer to the Lifetime Support training for more information.

138. Certifications with most New Third Party Products/Versions are covered under which level(s) of support? Question à revoir (1) Points

Premier Support (*)

Extended Support

Sustaining Support

Premier & Extended Support

None of the Above


139. Extended Support is provided for an how many additional years after Premier Support ends? Question à revoir (1) Points

3 years (*)

8 Years

1 Year

5 years

No limit


MVSP Overview(Répondez à toutes les questions de cette section.)

140. how many MVSP components? Question à revoir (1) Points

2 (*)

1

Correct141. Which of the following statements reflect the value proposition to our Mutual Customers as a result of the Multi-Vendor Support Program (MVSP)? Question à revoir (1) Points


Increases the time to implementation for multi-vendor solutions.

Increases the risk and costs associated with owning multi-vendor solutions.

Strives to prevent the frustration of �finger-pointing� between vendors and improves overall satisfaction. (*)

Improves response by having all parties involved in the collaboration. (*)

Provides enhanced support value for multi-vendor implementations. (*)

Incorrect. Refer to the Multi-Vendor Support Program Overview training for more information.

142. Under MVSP model, customer call a vendor for a problem. While the support analyst decides involvement from another vendor, he will log SR to another vendor, then customer follow the SR to another vendor. Question à revoir (1) Points

Vrai

Faux (*)


143. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true? Question à revoir (1) Points

The MVSP is offered as a value-added benefit at no additional costs to Oracle Partners as part of their OPN membership.

Useful MVSP enrollment information can be found on the OPN portal under Support > Learn About Support Offerings and Benefits.

A Partner should enroll in the MVSP proactively if they provide support services to mutual customers.

A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. (*)

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN.


144. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Question à revoir (1) Points

Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*)

Reduces training commitment by not having to pursue in-depth training on Oracle products you do not support.

Enables practices that align with many industry support certifications.

Reduces costs by not having to create and maintain traditional cooperative support agreements.

Provides a consistent, collaborative support process by which to engage with Oracle Support.

Correct

Oracle Support Basics(Répondez à toutes les questions de cette section.)

145. When a problem in an SR is putting a project milestone at risk when would be the most effective time to escalate? Question à revoir (1) Points

2 days before the milestone

As soon as the SR is raised

24 hours before the milestone

7-14 days before the milestone (*)

Incorrect, refer to the Oracle Support Basics training for more

information146. Who controls My Oracle Support access for your CSI? Question à revoir (1) Points

Oracle Sales team

Oracle Support Engineer

Your Oracle Partner Manager

Customer Users Administrator for your CSI (*)

Correct

147. Which of the following would not be a valid reason to escalate the SR? Question à revoir (1) Points

Project deadline is within 10 days

Dissatisfied with response

Encountered critical roadblock

SR was raised at wrong severity (*)

Incorrect, refer to the Oracle Support Basics training for more information

148. True or False? The most effective way to escalate an SR is to contact your Oracle Partner Manager Question à revoir (1) Points

Vrai

Faux (*)

Correct

149. What is the most effective way to escalate a SR?

Question à revoir (1) Points

Via your Oracle Account Manager

Update My Oracle Support

Update SR in My Oracle Support and then call into Support (*)

Call into Support

Correct

150. To request Severity 1 Support what should you have in place? Question à revoir (1) Points

Ability to provide remote access via OCS

Oracle Consultant onsite

SR Escalation

24x7 availability to work with Support (*)

Correct151. What is Oracle's on-line Support Service? Question à revoir (1) Points

My Oracle Support (*)

Service Request

Premier

OPN


152. When should a SR severity be changed? Question à revoir (1) Points

As soon as the SR is opened

When escalating a SR

When the impact on the business changes (*)

Never


153. How do you report a bug to Oracle Development Question à revoir (1) Points

Contact Oracle Support and they will give you a number for Development

Contact Oracle Support and they will raise a bug with Development if appropriate (*)

Contact Development via Oracle Partner Manager

Contact Development direct

Correct

My Oracle Support(Répondez à toutes les questions de cette section.)

154. Oracle recommends that customers install CPU Patches immediately Question à revoir (1) Points

Vrai (*)

Faux

Corrrect

155. In what ways can you customize your dashboard Question à revoir (1) Points

Minimize and maximize regions

Drag and drop regions

Sort attributes ascending or descending

None of the above (*)

All of the above

Incorrect. Refer to the My Oracle Support training for more information.156. How many filters can you add using PowerView Question à revoir (1) Points

None

1

5

10

As many as you need (*)

Corrrect

157. The following filters are available in PowerView Question à revoir (1) Points


Host Name, Lifecycle, Platform and Product (*)

SR Owner, SR Creation Date, SR Closure Date

Support Identifier, System Description, System Name (*)

Custom System Properties (*)

None of the Above

Incorrect. Refer to the Using PowerView in My Oracle Support training for more information

My Oracle Support Community(Répondez à toutes les questions de cette section.)

158. This business tool - My Oracle Support Community gives you:- Question à revoir (1) Points


Immediate access to an extensive network of resources to locate answers to your questions (*)

access to Oracle experts, industry peers, and an aggregate of knowledge resources (*)

Access to resolution information Support as well as the robust search capability against collective community knowledge. (*)

A venue to share best practices and knowledge with peers and experts. (*)

None of the above

Correct

159. This tab in My Oracle Support community is a way for you to organize and easily find community content. Question à revoir (1) Points

People finder tab

Profile tab

Tags tab (*)

Discussions and Documents tab

Private Messages tab

Incorrect. Refer to the My Oracle Support Community training for more information.

160. Participation in My Oracle Community has some guidelines. Oracle's Support Community is not for: Question à revoir (1) Points


Sharing offensive or inappropriate material. (*)

Sharing offensive or inappropriate material. (*)

�Interacting with other members of the Oracle Support community.

Sharing your ideas about Oracle and our products.

�Disparaging Oracle, its products, employees, customers, partners or anyone else. (*)


161. The 4Cs that describe the benefits and why participate in My Oracle Support Community are: Question à revoir (1) Points

Connect, Collaborate, Communicate, and Create

Connect, Collaborate, Communicate, and Combine

Connect, Collaborate, Communicate, and Configure

Connect, Collaborate, Communicate, and Consume. (*)

Connect, Collaborate, Communicate, and Call..


162. In My Oracle Support content this represents a collection of Communities. Often, organize in a tree structure so members can easily find the topics which are listed. Question à revoir (1) Points

Threads

Categories (*)

Messages

Discussions

Community


163. To enter the My Oracle Support Community area you will need to: Login to My Oracle Support Navigate to the Community Tab and click on the �Enter My Oracle Support Community� button Question à revoir (1) Points

Vrai

Faux (*)


Oracle Collaborative Support Program(Répondez à toutes les questions de cette section.)

164. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted dat

a securely. Question à revoir (1) Points

Vrai (*)

Faux

Correct

165. Oracle Web Conferencing allows you to do the following Question à revoir (1) Points

Save a screen snapshot

Share an application

Share Document

Draw on the whiteboard (*)

All of the above

Incorrect. Refer to the Collaborative Support Program Overview training for more information.166. Oracle Collaborative Support is accessed via which of the following: Question à revoir (1) Points

My Oracle Support (*)

Oracle.com

OPN

Google Tools

None of the Above

Correct

How to Escalate a Service Request within Oracle Support(Répondez à toutes les questions de cette section.)

167. The most effective way to escalate a SR is to Question à revoir (1) Points

Update the SR with escalation request via My Oracle Support


Call into the Support Hotline number


Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information.

168. You should consider escalating an SR when Question à revoir (1) Points


you encounter a critical roadblock (*)

you are dissatisfied with the resolution or response to a Service Request (*)

the SR was raised with the wrong severity

Project deadline is within 10 days (*)

All of the above

Incorrect. Refer to the How to Escalate a Service Request within Oracle Support training for more information.

Customer Service Soft-skills Training Best Practices(Répondez à toutes les questions de cette section.)

169. What are softskills? Soft Skills let your customers know: (Select all that applies). Question à revoir (1) Points


They are important (*)

As a service provider are knowledgeable (*)

We are a staff of professional and solution focused (*)

We are setting clear expectations with customers (*)

None of the above

Correct

170. The primary difference between making unhappy customers happy and making happy customers even happier is the point of initiation. With unhappy customers, even if you did not know why they were unhappy before speaking with them, you can be certain that you soon will learn the reason for their unhappiness. Once you know why they are unhappy, it is relatively easy to plot a course of action to convert them into a happy customer. Question à revoir (1) Points

Vrai (*)

Faux

Correct171. Understand the difference between what your customers want and what your customers need helps provide positive customer experience. Providing targeted information and advice they can use them to focus more on what they need than on what they think they want. Question à revoir (1) Points

Vrai (*)

Faux

Correct

172. Select ALL important points to consider to ensuring a productive relationship with your customers. Question à revoir (1) Points


Define and structure service provided � what is provided and how, time lines, milestones (*)

Teach the customer how to better interact with your processes (*)

Under promise and over deliver (*)

Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*)

Teach and develop time-management skills for your employees � prioritization of tasks, urgency vs impact (*)

Correct

173. Customer Loyalty propels your company forward increasing sales and profitability. Question à revoir (1) Points

Vrai (*)

Faux

Correct

174. Superior Ownership Experience is all about relationships, trust, commitment, communication, doing the right thing Question à revoir (1) Points

Vrai (*)

Faux

Correct

175. When reviewing communication standards in your company it�s important to review and address the following subject. List all that applies. Question à revoir (1) Points


Understand how to properly address conflict and issues to defuse emotion (*)

Speak in a tone that offers support and confidence. (*)

Observe proper etiquette in address customers. (*)

Develop protocol for conducting and managing conference calls (*)

Use different vocabularies for addressing managers vs high tech database administrator (*)

Correct

1. Which operating system is NOT supported on the Sun Server X2-8 (Sun Fire X4800 M2 Server)? Question à revoir (1) Points

Oracle Enterprise Linux 6.0

Oracle Virtual Machine (OVM) 2.2.1

Oracle Solaris 11 Express

Windows 2003 (*)

SUSE Linux Enterprise Server (SLES) 11 SP1

Incorrect

2. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The customer's immediate needs are the dimensions, weight and power requirements of the unit. Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer needs a server installed

Customer did not have the installation documentation to be able to find the dimensions, weight, and power requirements for this server (*)

Customer needs installation documentation to look up the specifications he needs

Customer does not know the weight and dimensions of this server

Correct

3. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. What documentation would you recommend to the customer for information about the server configuration (select 2)? Question à revoir (1) Points



Startup Guide


ILOM Guide (*)

Correct

4. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The customer's immediate needs are the dimensions, weight and power requirements of the unit. According to your resources, what is the weight of this server? Question à revoir (1) Points

66.1 lb/30 kg fully populated

56.3 lb./25.6 kg fully populated

46.6 lb/21.1 kg fully populated

70 lbs/31.8 kg fully populated (*)


5. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The customer's immediate needs are the dimensions, weight and power requirements of the unit. Per your resources, what is the rack unit capacity of this server? Question à revoir (1) Points

4U rack server

2U rack server (*)

1U rack server

8U rack server

Correct

6. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The customer's immediate needs are the dimensions, weight and power requirements of the unit. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Passed the customer issue to the back-line engineers.

Provided the information to the customer from the getting started guide for this server.

Provided the customer with the link to the server�s System Handbook and guided the customer to where the dimensions, weight and power requirements of this server could be found. (*)

Directed the customer to the Oracle Documentation website.

Correct

7. A customer calls into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. Which type of DIMMs does this server support? Question à revoir (1) Points

DDR2

DDR1

FBDIMM

DDR3 (*)


8. A customer calls into the call center and says she has experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site service to provide warranty service to replace the defective fan module number 4 on her server. Which action plan lists the steps taken to solve the customer's problem? Question à revoir (1) Points

Verified that the customer has no support contract but we have done free parts replacement for this customer in the past so we dispatched field person with a FRU to replace the part.

Dispatched field person with a FRU to replace the part.

Explained to the customer that the part is a CRU and will be dispatched to them as parts-only for the customer to replace (*)

Dispatched TSC person with a CRU to replace the part.

Correct

9. A customer calls into the call center with an issue. He wants to upgrade the memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some assistance on how perform the upgrade. What is the most effective location to find information related to this problem? Question à revoir

(1) Points

http://ilearning.oracle.com



http://www.oracle.com/technetwork/indexes/downloads/index.html

Correct

10. A customer calls into the call center with an issue. He wants to upgrade the memory on his Sun Server X3-2L (Sun Fire X4270 M3 Server) and needs some assistance on how perform the upgrade. Which question needs to be answered before the customer orders DIMMs for the upgrade? Question à revoir (1) Points

Where is the system located?

Does the system have a memory problem?

What is the current memory configuration? (*)

Does the customer have DIMMs available to upgrade the system?

Correct11. A customer calls into the call center and says she has experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site service to provide warranty service to replace the defective fan module number 4 on her server. Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer is reporting server cooling problems and is requesting on-site support for replacement

Customer is requesting on-site support for a server cooling problem

Customer is reporting fan module failure

Customer is reporting fan module number 4 failure and is requesting on-s

ite support for replacement (*)

Correct

12. A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Server X3-2L (Sun Fire X4270 M3) rackmount server, but has misplaced the documentation. The customer's immediate needs are the dimensions, weight and power requirements of the unit. According to your resources, what are the power requirements of this server? Question à revoir (1) Points

12V DC

220V, 50 Hz AC

115V, 60 Hz AC

48V DC

100 to 127 / 200 to 240 VAC (*)

Correct

13. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. What are the most effective locations to find information related to this problem (select 2)? Question à revoir (1) Points


http://my.oracle.com


http://oraclecorp.com

http://www.oracle.com/technetwork/documentation/index.html (*)

Correct

14. Which x86 server uses AMD-based CPUs? Question à revoir (1) Points


Sun Fire X4140 server (*)



Correct

15. Which disk bus is supported on the Sun Fire X2270 server without adding addition PCIe cards? Question à revoir (1) Points

IDE

SAS

SCSI

SATA (*)

Incorrect

16. A customer calls into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Server X3-2 (Sun Fire X4170 M3 Server) and needs to know what 8 Gbyte memory to order. How many memory slots are supported by this server? Question à revoir (1) Points

8

4

32

16 (*)


17. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Which port should be accessed first? Question à revoir (1) Points

Network Management port

Video port

Serial Management port (*)

Ethernet port

Correct

18. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Which action plan lists the steps taken to solve the customer's problem? Question à revoir (1) Points

Provided customer with system password

Informed customer that the port to use was one of the Ethernet ports and provided the default account number (root) and password (changeme)

Provided customer with the location of the serial port to access ILOM, the serial cable to use, the need for a terminal server on the laptop, along with the default account (root) and password (changeme). (*)

Dispatched field engineer to assist customer in configuring system

Correct

19. A customer calls into the call center and says she has experienced a fan failure on her Sun Server X2-4 (Sun Fire X4470 M2 Server). She is requesting on-site service to provide warranty service to replace the defect

ive fan module number 4 on her server. Using your resources, what is the correct part number for the replacement fan module? Question à revoir (1) Points

371-4679

541-2112

541-2125

541-3539 (*)

541-2802

Correct

20. A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer is asking for on-site help to set up the system.

Customer needs the correct port to access system.

Customer needs to know the default account and password for the serial port.

Customer needs to know which server port, the serial cable to use, the need for a terminal server on the laptop, as well as the system default account and password. (*)

Correct21. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Which document would relate to the customer's issue? Question à revoir (1) Points

(Doc ID 1019713.1 (FAB)

Doc ID 1001128.1 (FCO) (*)

Doc ID 1397124.1 (ALERT)

Doc ID 1019279.1 (FAB)

Correct

22. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Which action plan lists the steps taken to solve the customer's problem? Question à revoir (1) Points

Scheduled maintenance time with the customer to replace faulty DIMMs called out by PcCheck.

Performed a workaround specified in CR 6603341as a temporary fix then scheduled maintenance time with the customer to upgrade SP, BIOS and Pc Check software. (*)

Ordered a new DIMMs for the customer.

Provided the customer with the document to use that lists the steps to solve the problem.

Correct

23. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. If you know this problem has occurred before, which type of document may provide information to resolve the customer's problem (select 2)? Question à revoir (1) Points


Field Action Bulletins (FAB) (*)

Service manual

Alerts (*)

Administrative Guide

Installation Guide

Correct

24. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server Can the BIOS and LSI firmware be updated if you use the latest ILOM software package (True or False)? Question à revoir (1) Points

Vrai (*)

Faux

Correct

25. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server. Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer needs has a hardware problem interfering with access to the LSI utility (*)

Customer cannot access the LSI Configuration utility

Customer�s server cannot boot.

Customer cannot access BIOS

Correct26. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Possible impacts include replacement of the wrong DIMMs when PcCheck is used to diagnose a memory problem(True or False)? Question à revoir (1) Points

Vrai (*)

Faux

Correct

27. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer is reporting an intermittent AC power problem

Customer called to get a replacement Sun Blade X6250 server blade because it is intermittently shutting down

Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. (*)

Customer is reporting that his Sun Blade 6000 Modular System is intermittently shutting down.

Correct

28. If a customer has a failure of a Sun Server X3-2L (Sun Fire X4270 Server M3 ) power supply, what link within the system handbook can you reference to find a part number for a replacement ? Question à revoir (1) Points

Problem Resolution

Hardware Specifications

Full Components List (*)

Field Action Bulletins (FABs)

Correct

29. Which document would you use to find the rack mount procedure of the Sun Server X3-2L (Sun Fire X4270 Server M3)? Question à revoir (1) Points

OS Installation Guide

Service Manual

Getting Started Guide


Correct

30. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Which component is called out by the document as one of the root causes of the problem? Question à revoir (1) Points

SP and BIOS firmware

OS software

SP and ILOM firmware

Older PC Check versions (*)

Correct

31. Which document would you use to find the memory population rules of the Sun Blade X6275 Server Module? Question à revoir (1) Points

Sun Blade X6275 Server Module OS Installation Guide

Sun Blade X6275 Server Module Service Manual (*)

Sun Blade X6275 Server Module Product Notes

Sun Blade X6275 Server Module Installation Guide

Correct

32. Which of the following cannot be found within an Installation Guide? Question à revoir (1) Points

Product installation procedures

Product specifications

All of the above

Product replacement procedures (*)

Correct

33. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server. Which document may relate to the customer's issue? Question à revoir (1) Points

Doc ID 1000873.1 (FAB)

Doc ID 1000817.1 (FAB) (*)

Doc ID 1017415.1 (FAB)

Doc ID 1001307.1 (FAB)

Correct

34. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Which document may relate to the customer's issue? Question à revoir (1) Points

Doc ID 1000523.1 (FAB) (*)

Doc ID 1001128.1 (FAB)

Doc ID 1001342.1 (FAB)

Doc ID 1369835.1 (Alert)

Correct

35. A customer called the service center indicating that the Pc Check diagnostic scripts on his Sun Fire X2200 M2 Server do not report a faulty DIMM (Hint: The customer recently upgraded the memory on this server). Which problem statement characterizes the customer's problem? Question à revoir (1) Points

Customer is having memory problems..

Customer�s PcCheck does not recognize a faulty DIMM. (*)

Customer�s ILOM firmware needs to be upgraded.

Customer BIOS firmware needs to be upgraded.

Correct36. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Which component is called out by the document as the source of the problem? Question à revoir (1) Points

Fans

Chassis slot

Power supplies (*)

Server blade

Correct

37. A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

The Doc ID 1001128.1 (FCO) is a possible cause and solution to the customer�s problem. This FAB was referenced in the call. (*)

Ordered a new power supply for the customer.

Provided the customer with the document that lists the steps to solve his problem.

The Alert 243486 is a possible cause and solution to the customer�s problem. This Alert was referenced in the call.

Correct

38. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server What is called out by the document as the root cause of the problem?. Question à revoir (1) Points

Motherboard

DIMM

CPU

Firmware (*)

Correct

39. A customer calls into the service center and reports that his Sun Fire X4200 Server cannot access the LSI Configuration utility when CNTRL-C is applied while booting the server. Which action plan lists the steps taken to solve the customer's problem? Question à revoir (1) Points

Asked the customer to update the firmware to LSI 1064 FW = 1.10.00 and LSI 1064 BIOS = 6.06.06A or greater. (*)

Asked the customer to replace the server�s motherboard

Ordered new disk replacement for the customer.

Asked the customer to apply the latest operating system patches

Correct

40. Which of the following can be included in FABs? Question à revoir (1) Points

All of the above (*)

Hardware issues

Field Change Orders (FCOs)

Field Information Notice (FINs)

Correct41. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Which type of documents should you review to determine if it is safe to perform a power supply hot swap? Question à revoir (1) Points

FABs, Sun Alerts, and Service Manual (*)

ILOM Manual

Installation Manual

Programming Manual

Correct

42. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Collected and reported the customer's network parameters and passed this

call to the backline engineers.

Assisted the customer in locating the procedure in the ILOM manual and told the customer that he should use the serial management port.

Sent a Sun field person out to the customer site to perform the configuration of the network management port.

Assisted the customer in locating the procedure in the ILOM manual, access ILOM on the serial port and use the ILOM commands to configure the network management port. (*)

Correct

43. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which action should does NOT need to be performed in the X6240 removal process? Question à revoir (1) Points

Pull open the server blade's top and bottom handles.

Remove any front panel cabling.

Hold down the power button on the server blade for 4 seconds or perform a stop /SYS ILOM command.

Power down the Sun Blade 6000 Modular System chassis. (*)


44. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server Question à revoir (1) Points

Customer needs to know if IPMI is supported on the X4270 and where she can find Sun documentation on IPMI. (*)

Customer X4250 server is Customer needs to know if IPMI is supported on

the X4270 and information on how to monitor the X4270 using IPMI

Customer needs to know if IPMI is supported on the X4270 and how to configure IPMI on the X4270 Server.

Customer needs to know if IPMI is supported on the X4270 and the website to download the IPMItool.

Correct

45. To determine the memory configuration of Xeon 5500 Series CPUs on the Sun Blade X6275 Server Module you need to consider the following parameters. Question à revoir (1) Points

Speed, density, and rank

Speed, rank and number of DIMMs per channel

Speed, density and number of DIMMs per channel

Speed, density, rank and number of DIMMs per channel (*)

Correct46. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Sent a Sun field person out to the customer site to perform the power supply replacement.

Provided the customer with the location of procedure to use to perform the replacement along with the part number of a replacement power supply.

Verified that a power supply hot swap replacement can be performed on the customer's X4240 server then sent the customer the documents that contains the power supply replacement procedure.

Verified that a power supply hot swap replacement can be performed on the customer's X4240 server then covered the replacement procedure with the customer. (*)

Correct

47. Which is the user interface software for the IPMI utility? Question à revoir (1) Points

IPMITool (*)

IPMIAccess

IPMIInterface

IPMIUser

Correct

48. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. What action may need to be performed before the failed power supply can be removed? Question à revoir (1) Points

Move the cable management arm (*)

Unlock the power supply handle

Power off the server

Slide the server out of the rack

Correct

49. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Which is the document contains the procedures to perform this task? Question à revoir (1) Points

FABs and Sun Alerts

Installation manual

Service manual (*)

Programming manual


50. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Which port does the customer need to use to configure the network management port? Question à revoir (1) Points

Any of the network ports

USB port

Serial management port (*)

NET0 port

Correct51. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Select the action plan that lists the steps taken to solve the customer's problem. Question à revoir (1) Points

Sent the field technician the documents that contains the replacement and server blade ordering procedures.

Provided the field technician with the location of the procedure to perform the replacement along with the part number of a replacement X6240 server blade.

Collected and recorded all information on the replacement and ordering p

rocedure and passed the call to the back line.

Reviewed the replacement procedure with the field technician and assisted in ordering a replacement X6240 server blade. (*)

Correct

52. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. All of these components need to be moved to the replacement server blade, except? Question à revoir (1) Points

DIMMs

HDDs

Compact Flash Card

Flash DIMMs (a.k.a. Flash modules) (*)

Correct

53. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. What is the latest version of IPMI that is supported on the X4270 server? Question à revoir (1) Points

1

1.5

2 (*)

2.5

Correct

54. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Customer needs assistance configuring the network management port into his management network. (*)

Customer needs a Sun field person to configure his network management port to his management network.

Customer needs assistance configuring a network port.

Customer needs assistance configuring the serial management port.

Correct

55. A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Field technician needs assistance identifying and ordering a replacement part for a failed X6240 server blade and assistance with its replacement. (*)

Field technician needs assistance in determining what is the replacement part number for the X6240 server blade.

Field technician needs the part number to a new X6240 server blade.

Field technician needs assistance replacing the X6240 server blade as a hot swap action.

Correct

56. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy

. Which verifies the location of the failed power supply? Question à revoir (1) Points

All power supply LEDs are off

By executing the ILOM flash command to turn on the Service Required LED

The power supply green OK LED is flashing

The power supply amber Service Required LED is lit (*)

Correct

57. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. All of document contains IPMI information, except for? Question à revoir (1) Points

Installation Manual

ILOM manuals

Service Manual

OS Installation guides (*)


58. A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Which list of commands does the customer use to configure and activate the management network port using a static IP address? Question à revoir (1) Points

cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static

set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingipgateway=ipgatewayaddr; set pendingipdiscovery=static; set commitpending=true (*)

cfg pendingipaddress=ipaddress; cfg pendingipnetmask=ipnetmask; cfg pendingipgateway=ipgatewayaddr; cfg pendingipdiscovery=static; cfg commitpending=true

set pendingipaddress=ipaddress; set pendingipnetmask=ipnetmask; set pendingipgateway=ipgatewayaddr; set pendingipdiscovery=DHCP; set commitpending=true

Correct

59. Which Flash Module removal step is critical to avoid damaging it data? Question à revoir (1) Points

Push the fault remind button to light its green power LED.

Do not remove the Flash Module while its green power LED is on. (*)

Disconnect the ESM power cable before removing the Flash Module.

After its removal, place the Flash Module on an anti-static mat for 20 seconds.

Correct

60. A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Assume from the results of your review, the power supply hot swap shows no issues. What are you going to recommend to the customer? Question à revoir (1) Points

Wait for a maintenance period to perform the hot swap of the failed power supply. (*)

Wait for a maintenance period to perform the cold swap of the failed power supply.

Perform a cold swap of the power supply at your earliest convenience.

Have a Sun service personnel perform the hot swap of the power supply.


61. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of the servers at their site and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle documentation that covers IPMI, and where they can get software to access IPMI's user interface from their new server's OS. What is the latest version of IPMI that is supported on the X4270 M3 server? Question à revoir (1) Points

1

2.5

1.5

2 (*)

Correct

62. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of the servers at their site and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle documentation that covers IPMI, and where they can get software to access IPMI's user interface from their new server's OS. Where can the customer download the IPMItool that has the latest Oracle compatible updates? Question à revoir (1) Points

http://www.ipmi.com

http://www.ipmitool.sourceforge.net

http://www.oracle.com/technetwork/indexes/downloads/index.html (*)

http://www.sunsolve.central.sun.com

Correct

63. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic should you recommend that the customer use to exercise the Sun Fire X2270 internal disks from the operating system? Question à revoir (1) Points

Oracle Validation Test Suite (Oracle VTS) previously Sun VTS (*)

Pc-Check

POST

U-Boot

Correct

64. The BIOS logs is same as the ones contained within ILOM. Question à revoir (1) Points

Vrai

Faux (*)

Correct

65. A customer calls the service center with a suspected host memory error and wants to know what diagnostics are available to diagnose the problem on a Sun Server X3-2 (X4170 M3 server). Pc-Check does not have any memory test (True or False)? Question à revoir (1) Points

Vrai

Faux (*)

Incorrect. Refer to the X64 Server Locating and Interpreting Troubleshooting Procedures training for more information.66. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which document describes the U-boot and Pc Check utilities and how to use them? Question à revoir (1) Points

Diagnostic guide (*)

Product Notes

Service manual

Installation guide

Correct

67. Which tool displays the server's hardware configuration on Solaris? Question à revoir (1) Points

config

prtconfig

prtdiag (*)

ipconfig

Correct

68. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic tests the Sun Fire X2270 OS hardware just prior to the OS boot? Question à revoir (1) Points

Oracle Validation Test Suite (Oracle VTS) previously Sun VTS

POST (*)

Pc-Check

U-Boot

Correct

69. Where is Pc-Check program selected to execute from on the X6270 server blade? Question à revoir (1) Points

ILOM (*)

BIOS

OS

OBP

Correct

70. A customer called the service center with a critical problem. He has an X4250 server that has been crashing intermittently after an Oracle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade. Which type of documents should you review to determine if there are any bugs related to this issue? Question à revoir (1) Points

Installation Manual

Service Manual

FABs and Alerts (*)

ILOM manuals

Correct

71. Which is not a U-Boot mode of operation? Question à revoir (1) Points

Manual (*)

Normal

Quick

Extended


72. A customer called the service center with a critical problem. He has an X4250 server that has been crashing intermittently after an Oracle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Customer needs a field technician to reverse his X4250 server CPU upgrade from an X6394A to an X6398A.

Customer's X4250 server CPU upgrade to an X6398A is causing his server to crash.

Customer�s X4250 server is crashing intermittently since the CPUs were upgraded from X6394As to X6398As. (*)

Customer wants a CPU upgrade from an X6394A to a X6398A on this X4250 server.


73. Which diagnostic tests the SP hardware during SP initialization? Question à revoir (1) Points

POST

Pc-Check

Oracle VTS

U-Boot (*)

Correct

74. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Select the action plan that lists the steps taken to solve the cu

stomer's problem. Question à revoir (1) Points

Emailed the customer the documentation link (http://www.oracle.com/technetwork/indexes/documentation/index.html ) to the diagnostics guide.

Told the customer that the diagnostics manual should list what diagnostics to use. Also told the customer that the Oracle VTS tests would be a good start. (*)

Collected the customer's information, recorded it, and passed the call to the backline engineers.

Suggested to the customer that he run spdiags to test the X2270 disks.

Correct

75. A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Which fan module and fan board does this sensor belong to? Question à revoir (1) Points

fan module 2 and fan board 1 (*)

fan module 0 and fan board 0



Correct76. A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Which document contains this sensor information that maps it to the physical fan module and fan board? Question à revoir (1) Points

Sun Fire X4140, X4240, and X4440 Servers Programming Guide

Sun Fire X4140, X4240, and X4440 Servers Installation Manual

Sun Fire X4140, X4240, and X4440 Servers Diagnostics Guide (*)

Sun Fire X4140, X4240, and X4440 Servers Service Manual


77. BIOS is hosted by ILOM. Question à revoir (1) Points

Vrai

Faux (*)

Correct

78. A customer called the service center with a critical problem. He has an X4250 server that has been crashing intermittently after an Oracle technician upgraded the CPUs from X6394As to X6398As. He is calling Oracle to reverse the upgrade. Which, if any, of the documents listed related to this issue? Question à revoir (1) Points

None of these documents (*)

Doc ID 1021983.1

Doc ID 1020990.1

Doc ID 1020437.1

Correct

79. A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot? Question à revoir (1) Points

POST

Pc-Check

U-Boot (*)

SunVTS

Correct

80. A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of the servers at their site and wants to know if their new Server X3-2L (X4270 M3 server) supports IPMI, if there is any Oracle documentation that covers IPMI, and where they can get software to access IPMI's user interface from their new server's OS. Select the problem statement that characterizes the customer's problem. Question à revoir (1) Points

Customer needs to know if IPMI is supported on the X4270 M3 and where they can find Oracle documentation on IPMI. (*)

Customer needs to know if IPMI is supported on the X4270 M3 and how to configure IPMI on the X4270 M3 server.

Customer needs to know if IPMI is supported on the X4270 M3 and information on how to monitor the X4270 M3 using IPMI.

Customer needs to know if IPMI is supported on the X4270 M3 and the website to download the IPMItool.

Correct81. Which of serial management port parameters is NOT a factory default on the X2270 and X2270 M2 servers? Question à revoir (1) Points

8 data bits

9600 baud

even parity (*)

1 stop bit

Correct




Call Oracle service for the sunservice password (*)


Correct


power supply

HDD (*)

fan module

DIMM

Correct

84. How many disk slots are available on the front of the X2270 and X2270 M2 servers? Question à revoir (1) Points

4 (*)

3

2

1

Correct

85. To enable the sunservice account you need to set the session parameter to on the X2270 and X2270 M2 servers? Question à revoir (1) Points

on

enabled

escalation (*)

service

Correct86. How many DIMMs need to be replaced when a single DIMM fails on the X2270 M2 server? Question à revoir (1) Points

1

4

3

2 (*)

Correct

87. To replace an FMOD, on the X2270 M2 server, the state of the ESM power LED must be? Question à revoir (1) Points

ON

does not matter

Flashing

OFF (*)

Correct


SAS

SATA (*)

SAS and SATA

none


89. Which diagnostics is used to test the server's host Intel chips on the X2270 and X2270 M2 servers? Question à revoir (1) Points

spdiags

hostdiags (*)

Uboot tests

Pc-Check

Correct

90. Which state of the Power/OK LED indicates that the OS has booted successfully on the X2270 and X2270 M2 servers? Question à revoir (1) Points

SLOW BLINK

OFF

STEADY ON (*)

STANDBY BLINK

Correct91. How do you upgrade the CPLD firmware of the main board on the X2270 and X2270 M2 servers? Question à revoir (1) Points

Using flashupdate

Using the cpld_update script (*)

BIOS screen


Correct

92. What is the default configuration of the network management port on the X2270 and X2270 M2 servers? Question à revoir (1) Points

Not configured

Configured with a static IP address

Configured to use a local DHCP (*)

This port is not supported

Correct


3

2 (*)

1

4

Correct

94. Which tool do you use to upgrade the firmware on ILOM and BIOS on the X2270 and X2270 M2 servers? Question à revoir (1) Points

OBP

ILOM (*)

BIOS

IPMI

Correct


64 GBytes

128 GBytes

92 GBytes

96 GBytes (*)

Incorrect. Refer to the Sun Fire Nehalem and Westmere Server Trouble Shooting training for more information.96. Which of the following components requires a Phillips screwdriver for its replacement on the X4170 and X4170 M2 servers? Question à revoir (1) Points

DIMM

PCIE riser (*)

FMOD

sysem battery

Correct

97. Which OS supports the Event Viewer on the X4170 and X4170 M2 servers? Question à revoir (1) Points

Solaris

Linux

Windows (*)

HP-UX

Correct

98. How many DIMMs are supported per memory channel on the X4170 M2 server? Question à revoir (1) Points

2

1

3 (*)

4

Correct

99. To replace the ESM you need to remove the riser and the ESM together on the X4170 and X4170 M2 servers. Question à revoir (1) Points

Vrai (*)

Faux

Correct

100. Which diagnostics is used to test the server's host CPU memory and I/O subsystem on the X4170 and X4170 M2 servers? Question à revoir (1) Points

Pc-Check (*)

hostdiags

Uboot tests

spdiags

Incorrect. Refer to the Sun Fire Nehalem and Westmere Server Trouble Shooting training for more information.101. Where is the FMOD power LED is located on the X4170 and X4170 M2 servers? Question à revoir (1) Points

On the motherboard next to the respective FMOD slot

There are no FMOD fault LEDs

On the FMOD

Next to the ESM (*)

Correct


power supply (*)

PCIe Card

CPU

DIMM

Correct

103. Which state of the Power/OK LED indicates that the SP has booted successfully on the X4170 and X4170 M2 servers? Question à revoir (1) Points

OFF

STEADY ON

SLOW BLINK

STANDBY BLINK (*)


104. How do you access the Preboot menu on the X4170 and X4170 M2 servers? Question à revoir (1) Points

Typing xyzzy during the OS boot


Hold Locator button during the SP boot (*)

BIOS screen

Correct

105. Which is NOT a network management port parameter that needs to be set on the X4170 and X4170 M2 servers with a static IP address? Question à revoir (1) Points

network mask

gateway IP address

MAC address (*)

port IP address

Correct


Record the 3 word password generated



Set the session mode to escalation (*)

Correct


4U

1U

2U (*)

3U

Correct

108. Where is the ESM fault LED located? Question à revoir (1) Points

There is no ESM power LED

Next to the FMOD slot

On the FMOD (*)

On the motherboard


109. Which ILOM account extended role allows the user to set up an account on ILOM on the X4270 and X4270 M2 servers? Question à revoir (1) Points

console


user management (*)

admin


110. How do you reset the ILOM password back to factory default on the X4270 and X4270 M2 servers? Question à revoir (1) Points

-> reset root password

-> set root password

Preboot> unconfig password preserve_password=no (*)

Preboot>reset password preserve_password=no

Incorrect. Refer to the Sun Fire Nehalem and Westmere Server Trouble Shooting training for more information.111. How do you view the CPLD firmware version on the X4270 and X4270 M2 servers? Question à revoir (1) Points

-> load -a

# cpld_update script -i (*)

# firmwareupdate -i

Using the BIOS Setup screen

Correct

112. Which state of the Power/OK LED indicates that there is no AC power or the SP is booting on the X4270 and X4270 M2 servers? Question à revoir (1) Points

STANDBY BLINK

SLOW BLINK

OFF (*)

STEADY ON

Correct

113. To enable the sunservice account you need to perform the following ILOM command on the X4270 and X4270 M2 servers? Question à revoir (1) Points





Correct

114. Which ILOM screen displays a list of sensor values on the X4270 and X4270 M2 servers? Question à revoir (1) Points

fault management

inventory

indicators

sensor readings (*)

Correct


96 GBytes

144 GBytes (*)

128 GBytes

64 GBytes

Correct116. How many disk slots are available on the front of the X4275 and X4275 M2 servers? Question à revoir (1) Points

12 (*)

4

16

8


117. Which ILOM account extended role allows the user to change all the configuration variable states on the X4275 and X4275 M2 servers? Question à revoir (1) Points

admin (*)

console

user management


Correct


fan board

power supply (*)

FMOD

system battery

Correct


2 (*)

4

1

3

Correct

120. To enable the Sunservice account you need to perform the following ILOM command on the X4275 and X4275 M2 servers? Question à revoir (1) Points





Correct121. Which Windows command displays the network configuration off of the X4275 and X4275 M2 servers? Question à revoir (1) Points

prtdiag

ifconfig

prtconf

ipconfig (*)

Correct

122. Which BIOS screen allows you to set its security password on the X4275 and X4275 M2 servers? Question à revoir (1) Points

Security (*)

Main

Boot

Advanced

Correct

123. Which ILOM screen displays the system components on the X4275 and X4270 M5 servers? Question à revoir (1) Points

inventory (*)

fault management

sensor readings

indicators



PCIe riser (*)

DIMM

FMOD

system battery

Correct


SAS

SATA

SAS and SATA (*)

none

Correct126. Identify the support model described: This support model centered around reactively working customer issues. You work with support on the issue, identify a solution, and then move to implement that solution. Question à revoir (1) Points

Traditional support model (*)



None of the above

All of the above

Correct

127. Identify the support model described: Support model that provides information about the latest issues and patches, then you as a customer review what solutions may or may not apply in your environment. Question à revoir (1) Points


Pro-active support model (*)


None of the above

All of the above

Correct

128. This resource brings you news, technical content, and technical updates from the various Oracle Support teams. They are created for the purpose of enhancing your service experience with Oracle Support by proactively providing you with valuable information. Question à revoir (1) Points

Sustaining Support



Newsletters (*)



129. This stage of Life time Support provides provides you with an extra three years of support for specific Oracle release for an additional fee. Question à revoir (1) Points


Premier Support

Extended support (*)

Sustaining Support

None of the above

Corrrect

130. This a a resource available in oracle.com that provides full list of services, which presents to customers the complete portfolio of Oracle Customer Services making it easier to find the right services based on their solution lifecycle needs. Question à revoir (1) Points

Sustaining Support


Customer Services Catalog (*)


Newsletters

Incorrect, refer to the Creating Customer Value training for more information131. Identify the support model described: This support model support software defects are identified and customers are automatically notified of the potential problem and it�s impact. Question à revoir (1) Points



Predictive support model (*)

None of the above

All of the above


132. To customize the Regions on the Main Dashboard you can drag-and-drop those you want included and rearrange them according to how you want them to show up. Question à revoir (1) Points

Vrai (*)

Faux

Correct

133. This stage of Life time Support provides maintenance and support of Oracle database, middleware, and application products for 5 years from their general availability date. Question à revoir (1) Points


Premier Support (*)

Extended support

Sustaining Support

None of the above

Corrrect

134. This is Oracle's simple, predictable, and the most comprehensive policy available, it helps drive your business by putting you in control of your upgrade strategy success. Question à revoir (1) Points

Lifetime Support Policy (*)

Premier Support

Extended support

Sustaining Support

None of the above

Incorrect, refer to the Creating Customer Value training for mo

re information

135. It is a support capability that automates the exchange of configuration information between Oracle Support and our customers, enabling proactive detection of issues our customers may encounter, and allowing for faster resolution times in instances where you do run into an issue. Question à revoir (1) Points

Upgrade wizard

Change assistant

Support Diagnostics tool

Configuration Manager (*)

Remote Diagnostcs Agent

Corrrect

136. The My Oracle Support framework was created using FLEX Technology from Adobe. Using the Flash viewer allowed the flexibility to design a system that is very user friendly. Question à revoir (1) Points

Vrai (*)

Faux

Correct

Oracle's Lifetime Support Policy(Répondez à toutes les questions de cette section.)

137. Lifetime Support is only Applicable to which of the following Oracle Products? Question à revoir (1) Points

JDEdwards

PeopleSoft

Oracle E-Business

Siebel (*)

All of the above

Corrrect

138. While in Sustaining Support, the pricing is equal to pricing as if in Premier Support Question à revoir (1) Points

Vrai (*)

Faux

Corrrect

139. Lifetime Support supports you at Every Stage of the Applications Life Cycle Question à revoir (1) Points

Vrai (*)

Faux

Corrrect


140. MVSP can be a replacement for support Question à revoir (1) Points

Vrai

Faux (*)

Correct


141. which year was TSANet established? Question à revoir (1) Points

1991

1994

1993 (*)

1992

1990

Correct

142. Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true? Question à revoir (1) Points

A Partner should enroll in the MVSP proactively if they provide support services to mutual customers.

Useful MVSP enrollment information can be found on the OPN portal under Support > Learn About Support Offerings and Benefits.

A partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. (*)

The MVSP is offered as a value-added benefit at no additional costs to Oracle Partners as part of their OPN membership.

Enrollment in the MVSP is easy by selecting the "Join Now" link from the MVSP portal page on OPN.

Correct

143. Under MVSP model, customer call a vendor for a problem. While the support analyst decides involvement from another vendor, he will log SR to another vendor, then customer follow the SR to another vendor. Question à revoir (1) Points

Vrai

Faux (*)

Correct

144. Which of the following statements regarding our value proposition to our Partners for the Multi-Vendor Support Program (MVSP) is NOT true? Question à revoir (1) Points

Reduces costs by not having to create and maintain traditional cooperative support agreements.

Enables practices that align with many industry support certifications.

Reduces training commitment by not having to pursue in-depth training on Oracle products you do not support.

Provides a consistent, collaborative support process by which to engage with Oracle Support.

Provides a consistent support process for all of a Partner's support needs, regardless of a Mutual Customer's involvement. (*)

Correct

Oracle Support Basics(Répondez à toutes les questions de cette section.)

145. Which tool allows Oracle to connect to a customer's system and view information? Question à revoir (1) Points

SR (Service Request)

MCP

OCS (Oracle Collaborative Support) (*)

RDA (Remote Diagnostic Agent)

Correct146. Which of the following is not the responsibility of a Support Engineer? Question à revoir (1) Points

Respond to new incoming SRs

Contribute to the knowledge base content

Educate customers on how to use the products (*)

Provide resolutions or workarounds


147. True or False? Escalating an SR and raising the severity of a SR have exactly the same impact Question à revoir (1) Points

Vrai

Faux (*)

Correct

148. To request Severity 1 Support what should you have in place? Question à revoir (1) Points

Ability to provide remote access via OCS

24x7 availability to work with Support (*)

SR Escalation

Oracle Consultant onsite

Correct

149. What does escalating a SR mean? Question à revoir (1) Points

Bringing Support management attention to the problem (*)

Arranging on-site assistance

Referring to your Oracle Account Manager

Increasing the severity

Correct

150. When should a SR severity be changed? Question à revoir (1) Points

As soon as the SR is opened

When the impact on the business changes (*)

When escalating a SR

Never

Correct

151. Which of the following is not a benefit of the Oracle Diagnostic Tools? Question à revoir (1) Points

Application customers can run proactive tests

Customer can log an SR and leave all action with Oracle until resolved (

*)

Reduces SR ping-pong

Captures customer configuration information

Correct

152. Who retains ownership of the SR? Question à revoir (1) Points

Starts with Partner and then moves back and forth

Oracle retains ownership throughout

Starts with Oracle and then moves back and forth

Shared ownership throughout (*)

Correct

153. True or False? The most effective way to escalate an SR is to contact your Oracle Partner Manager Question à revoir (1) Points

Vrai

Faux (*)

Correct

My Oracle Support(Répondez à toutes les questions de cette section.)

154. Oracle recommends that customers install CPU Patches immediately Question à revoir (1) Points

Vrai (*)

Faux

Corrrect

155. My Oracle Support Global Search searches Question à revoir (1) Points

Both the Document Body and the Attachment texts (*)

The Document Body text only and not the Attachment text

The Attachment text only and not the Document Body text

Corrrect

156. When creating a new Service Request, you can autofill your request using Question à revoir (1) Points


System Configuration (*)

Existing Service Request (*)

Project Information

Default SR Profile

Service Request Profile (*)

Incorrect. Refer to the Service Request Management training for more information

157. Patch Plan shows the planned releases of patches for the different Oracle Product Lines Question à revoir (1) Points

Vrai

Faux (*)

Incorrect. Refer to the Patches and Updates on My Oracle Support training for more information

My Oracle Support Community(Répondez à toutes les questions de cette section.)

158. This business tool - My Oracle Support Community gives you:- Question à revoir (1) Points


Immediate access to an extensive network of resources to locate answers to your questions (*)

access to Oracle experts, industry peers, and an aggregate of knowledge resources (*)

Access to resolution information Support as well as the robust search capability against collective community knowledge. (*)

A venue to share best practices and knowledge with peers and experts. (*)

None of the above

Correct

159. Collaborative Support is the ability to rapidly resolve service incidents in customer environments through a collaborative resolution model (commonly known as a Community). Question à revoir (1) Points

Vrai (*)

Faux

Correct

160. What is my Oracle Support Community? Question à revoir (1) Points


It is a script that reduces time resolution by collecting in a single ste complete, accurate system details across the Oracle technology stack.

It is Oracle�s multi-channel platform for online collaborative support (*)

It�s a micro-community within Oracle�s existing community which includes Oracle�s Technology Network(OTN) ,Oracle Wiki�s, Oracle Blogs, Oracle Mix, and a variety of Oracle product related User Groups (*)

It is a support capability that automates the exchange of configuration information between Oracle Support and our customers

It is a multi-channel for sharing information about Oracle products, services, and related technologies (*)

Correct161. This tab in My Oracle Support community allows you to search or browse for other members of the community Question à revoir (1) Points

Tags tab

People finder tab (*)

Discussions and Documents tab

Private Messages tab

Profile tab

Correct

162. In the Rewards and Recognition Program of the My Oracle Support Community, the User Reputation Model calculates points based on member participation, document contribution, as well as customer and partner feedback. Question à revoir (1) Points

Vrai (*)

Faux

Correct

163. In My Oracle Support content this represents a collection of Communities. Often, organize in a tree structure so members can easily find the topics which are listed. Question à revoir (1) Points

Threads

Messages

Community

Categories (*)

Discussions

Correct

Oracle Collaborative Support Program(Répondez à toutes les questions de cette section.)

164. Oracle Web Conferencing allows you to do the following Question à revoir (1) Points

Save a screen snapshot

Share an application

Share Document

Draw on the whiteboard (*)

All of the above

Correct

165. Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely. Question à revoir (1) Points

Vrai (*)

Faux

Correct166. If you encounter issues in installing Oracle Web Conference Console , you should Question à revoir (1) Points

Try using a different browser

Troubleshoot using New User Test (*)

Contact Oracle Support Hotline

Contact your Network administrator

None of the above

Correct

How to Escalate a Service Request within Oracle Support(Répondez à toutes les questions de cette section.)

167. Escalation Process should be used for Question à revoir (1) Points

Increasing the severity of your Service Request to 1

Arranging on-site assistance

Draw higher level of attention to business critical issue from Oracle Su

pport Management. (*)

Arranging for a call from Sales Team or your Account Manager

All of the above

Correct

168. The most effective way to escalate a SR is to Question à revoir (1) Points


Call into the Support Hotline number

Update the SR with escalation request via My Oracle Support


Correct

Customer Service Soft-skills Training Best Practices(Répondez à toutes les questions de cette section.)

169. Customer Loyalty propels your company forward increasing sales and profitability. Question à revoir (1) Points

Vrai (*)

Faux

Correct

170. The primary difference between making unhappy customers happy and making happy customers even happier is the point of initiation. With unhappy customers, even if you did not know why they were unhappy before speaking with them, you can be certain that you soon will learn the reason for their unhappiness. Once you know why they are unhappy, it is relatively easy to plot a course of action to convert them into a happy customer. Question à revoir

(1) Points

Vrai (*)

Faux

Correct

171. A great deal of customer escalations can be prevented by awareness of customer on knowing what to expect. . Question à revoir (1) Points

Vrai (*)

Faux

Correct

172. Effective Communication skills are NOT essential in developing satisfied customers. Question à revoir (1) Points

Vrai

Faux (*)

Correct

173. When reviewing communication standards in your company it�s important to review and address the following subject. List all that applies. Question à revoir (1) Points


Develop protocol for conducting and managing conference calls (*)

Understand how to properly address conflict and issues to defuse emotion (*)

Use different vocabularies for addressing managers vs high tech database administrator (*)

Observe proper etiquette in address customers. (*)

Speak in a tone that offers support and confidence. (*)

Correct

174. Benefits of Customer Soft-Skills training program will enable partners to: Question à revoir (1) Points


Achieve industry leadership (*)

Create a supreme ownership experience to their end customers (*)

Better understand customer expectations (*)

Help to develop and improve skills communications (*)

Become recognized part of a high performing organization (*)

Correct

175. What the customers want? Customers want and expect the following from Oracle and it�s partners. Select all that applies. Question à revoir (1) Points


Be the Center of Attention when they have Needs � they want to feel they have priority and attention when issues arise. (*)

expect us to be proactive and to anticipate their wants and needs (*)

staff needs to be proficient in all available communication options and know when to appropriately use each (*)

Effectively read customer�s preferred communication style (*)

None of the above

Correct