7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment http://slidepdf.com/reader/full/oracle-exalogic-elastic-cloud-help-desk-support-consultant-online-assessment 1/89 WZD-SSX64-301: X64 Server System Overview (Answer all questions in tis se!tion" 1# $oose te %is& 'us tat is suorte% on te Sun )ire X**+0 server# ,ar& or .eview (1" /oints SAS SAA (" S$S2 2D $orre!t $orre!t *# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants to reare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut as misla!e% te %o!umentation# e !ustomers imme%iate nee%s are te %imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat is te ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# A!!or%in7 to your resour!es5 wat are te ower requirements o tis server8 ,ar& or .eview (1" /oints 1*9 D$ 1195 60 ; A$ 4<9 D$ **095 0 ; A$ 11=**095 0-60 ; A$ (" $orre!t $orre!t 3# Wi! X64 server tat uses A,D-'ase% $/>s# ,ar& or .eview (1" /oints Sun )ire X410 server Sun )ire X4*0 server
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Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
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7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
WZD-SSX64-301: X64 Server System Overview(Answer all questions in tis se!tion"
1# $oose te %is& 'us tat is suorte% on te Sun )ire X**+0 server# ,ar& or.eview(1" /oints
SAS
SAA ("
S$S2
2D
$orre!t $orre!t
*# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut asmisla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# A!!or%in7 toyour resour!es5 wat are te ower requirements o tis server8 ,ar& or .eview(1" /oints
1*9 D$
1195 60 ; A$
4<9 D$
**095 0 ; A$
11=**095 0-60 ; A$ ("
$orre!t $orre!t
3# Wi! X64 server tat uses A,D-'ase% $/>s# ,ar& or .eview(1" /oints
Sun )ire X410 server
Sun )ire X4*0 server
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
4# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te a!tion lan tat listsstes ta&en to solve te !ustomer@s issue# ,ar& or .eview(1" /oints
oo& !ustomer@s or%er or memory u7ra%e
/rovi%e% !ustomer wit memory art num'er X63**A ("
Sent memory u7ra%e to !ustomer
Disat!e% el% en7ineer to u7ra%e !ustomer memory
$orre!t $orre!t
# A !ustomer !alls into te !all !enter wit an issue# e wants to install a 16-?'yte !oma!t Bas !ar% (/C X46<0A" on a Sun la%e X6*+0 server 'la%e an%wants to &now were te !oma!t Bas !ar% so!&et is lo!ate% on tis server 'la%e#Wat ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or
.eview(1" /oints
$ustomer requires te lo!ation o te !oma!t Bas !ar% so!&et ("
$ustomer nee%s te art num'er o !oma!t Bas !ar%
$ustomer nee%s lo!ation o te Bas D2,, so!&ets
$ustomer nee%s to %etermine i teir server suorts a !oma!t Bas !ar%
$orre!t $orre!t
WZD-SSX64-301: X64 Server System Overview(Answer all questions in tis se!tion"
6# A !ustomer !alls into te !all !enter to as& a question a'out settin7 u a server# e !ustomer wants to &now wi! orts to use to !on7ure te server5 were te
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
orts are lo!ate%5 an% ow to a!!ess tem# $oose wi! ort soul% 'e a!!esse%#,ar& or .eview(1" /oints
Serial ,ana7ement ort ("
9i%eo ort
ternet ort
Cetwor& ,ana7ement ort
$orre!t $orre!t
+# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut as
misla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# Wat is tero'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer %i% not ave te installation %o!umentation an% nee%e% %imensions5wei7t5 an% ower requirements or tis server ("
$ustomer nee%s installation %o!umentation to loo& u te se!i!ations e nee%s
$ustomer nee%s a server installe%
$ustomer nee%s to &now were te online %o!umentation or is server is lo!ate%
$ustomer %oes not &now te wei7t an% %imensions o tis server
$orre!t $orre!t
<# A !ustomer !alls into te !all !enter to as& a question a'out settin7 u a server# e !ustomer wants to &now wi! orts to use to !on7ure te server5 were teorts are lo!ate%5 an% ow to a!!ess tem# Sele!t te a!tion lan tat lists testes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
/rovi%e% !ustomer wit system asswor%
/rovi%e% !ustomer wit te lo!ation o te serial ort to a!!ess 2EO,5 alon7 witte %eault a!!ount (root" an% asswor% (!an7eme" ("
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
Disat!e% el% en7ineer to assist !ustomer in !on7urin7 system
2norme% !ustomer tat te ort to use was one o te ternet orts an%rovi%e% te %eault a!!ount num'er (root" an% asswor% (!an7eme"
$orre!t $orre!t
F# A !ustomer !alls into te !all !enter to as& a question a'out settin7 u a server# e !ustomer wants to &now wi! orts to use to !on7ure te server5 were teorts are lo!ate%5 an% ow to a!!ess tem# Sele!t te ro'lem statement tat!ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer nee%s to &now te %eault a!!ount an% asswor% or te serial ort
$ustomer is as&in7 or on-site el to set u te system
$ustomer nee%s te !orre!t ort to a!!ess system
$ustomer nee%s to &now wi! ort to a!!ess to roerly set u te system5 aswell as te system %eault a!!ount an% asswor% ("
$orre!t $orre!t
10# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount server
an% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te a!tion lan tat listste stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
9erie% !ustomer@s entitlement an% %etermine% !ustomer was not eli7i'le or on-site suort or rela!ement# Glaine% to te !ustomer tat warranty !overa7e%oes not in!lu%e on-site suort rela!ement o a $.> art 'y Sun Servi!es tentoo& !ustomer@s or%er or an mo%ule ("
Disat!e% el% erson wit ).> an% as&e% ) to rela!e te art
Disat!e% el% erson wit $.> an% as&e% ) to rela!e te art
9erie% !ustomer@s entitlement an% %etermine% tat !ustomer as many serverswit Sun# Disat!e% Sun Servi!e5 wit a note to te el% en7ineer to !olle!t ee'eore rela!in7 an mo%ule
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
WZD-SSX64-301: X64 Server System Overview(Answer all questions in tis se!tion"
11# A !ustomer !alls into te !all !enter wit an issue# e wants to install a 16-?'yte !oma!t Bas !ar% (/C X46<0A" on a Sun la%e X6*+0 server 'la%e an%
wants to &now were te !oma!t Bas !ar% so!&et is lo!ate% on tis server 'la%e#Wat tyes o %o!uments rovi%e inormation to resolve te !ustomer@s ro'lem(sele!t *"8 ,ar& or .eview(1" /oints
($oose all !orre!t answers"
Servi!e manual ("
/ro7rammin7 manual
A%ministration manual
2nstallation manual ("
/ro%u!t notes
2n!orre!t 2n!orre!t# .eer to te X64 Server System Overview trainin7 or moreinormation#
1*# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut as
misla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# A!!or%in7 toyour resour!es5 wat is te wei7t o tis server8 Dra7 an% %ro your resonse#,ar& or .eview(1" /oints
36#3 l'=16# &7
46#6 l'=*1#1 &7
6#3 l'#=*#6 &7 ("
66#1 l'=30 &7
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
13# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te ro'lem statementtat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer is reortin7 server !oolin7 ro'lems an% is requestin7 on-site suortor rela!ement
$ustomer is reortin7 an mo%ule ailure
$ustomer is requestin7 on-site suort or a server !oolin7 ro'lem
$ustomer is reortin7 an mo%ule num'er 4 ailure an% is requestin7 on-sitesuort or rela!ement ("
2n!orre!t 2n!orre!t# .eer to te X64 Server System Overview trainin7 or more
inormation#
14# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te ro'lem statementtat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer %oesn@t &now wat %ensity o memory to or%er
$ustomer is as&in7 or te art num'er o te 4-?'yte D2,, tat e !an or%er ("
$ustomer is requestin7 ow to u7ra%e is memory
$ustomer is as&in7 wat tye o memory is in is server
$orre!t $orre!t
1# e oeratin7 system suorte% 'y te X440 server in!lu%es all teollowin75 eG!et8 ,ar& or .eview(1" /oints
SuSe SES EinuG 10 S/1
Win%ows *003 Server .* S/*
Win%ows *00< Server
Solaris 10 =0< u%ate or S/A.$ ("
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
WZD-SSX64-30*: X64 Server Data ?aterin7 to Solve $ustomer 2ssues(Answer all questions in tis se!tion"
16# Wi! %o!ument woul% you use to n% te memory oulation rules o teSun la%e X6*+ Server ,o%ule8 ,ar& or .eview(1" /oints
Sun la%e X6*+ Server ,o%ule OS 2nstallation ?ui%e
Sun la%e X6*+ Server ,o%ule 2nstallation ?ui%e
Sun la%e X6*+ Server ,o%ule Servi!e ,anual ("
Sun la%e X6*+ Server ,o%ule /ro%u!t Cotes
$orre!t $orre!t
1+# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Wi! tye o %o!ument may rovi%e inormation to resolve te!ustomer@s ro'lem assumin7 you &now tis ro'lem as o!!urre% 'eore (sele!t*"8 ,ar& or .eview
(1" /oints
($oose all !orre!t answers"
Servi!e manual
/ro%u!t notes 7 **
Sun Alerts ("
2nstallation manual
)iel% A!tion ulletins ()A" ("
$orre!t $orre!t
1<# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomer
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
was as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te %o!ument tat may relate to te !ustomer@s issue: ,ar& or .eview(1" /oints
/ro%u!t notes 7 **
Sun Alert *44<6 ("
)A *44406
Sun Alert *31*4
2n!orre!t 2n!orre!t# .eer to te X64 Server Data ?aterin7 to Solve $ustomer2ssues trainin7 or more inormation#
1F# Wi! is not in!lu%e% in )As8 ,ar& or .eview
(1" /oints
ar%ware issues
)iel% 2normation Coti!e ()2Cs"
Sun Alerts ("
)iel% $an7e Or%ers ()$Os"
$orre!t $orre!t
*0# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te %o!ument tat may relate to te !ustomer@s issue# ,ar& or .eview(1" /oints
)A *44406
/ro%u!t notes 7 **
$. 6+<0*6 ("
Sun Alert *44<6
2n!orre!t 2n!orre!t# .eer to te X64 Server Data ?aterin7 to Solve $ustomer2ssues trainin7 or more inormation#
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
Sun )ire X41+05 X4*+0 an% X4*+ Servers OS 2nstallation ?ui%e
$orre!t $orre!t
**# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem: ,ar& or.eview(1" /oints
$ustomer is reortin7 multile sin7le 'it errors on 4-?yte D2,,s in is Sun )ireX4600 server ("
$ustomer nee%s a rela!ement o a series o D2,,s in is Sun )ire X4600 server
$ustomer is reortin7 a memory !on7uration ro'lem involvin7 4-?yte D2,,s
$ustomer nee%s as a memory !on7uration ro'lem tat nee%s to 'e !e!&e%
$orre!t $orre!t
*3# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Sele!t te a!tion lan tat lists te stes ta&en to solve te!ustomer@s ro'lem: ,ar& or .eview(1" /oints
/rovi%e% te !ustomer wit te %o!ument to use tat lists te stes to solve isro'lem
Or%ere% a new ower suly or te !ustomer
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
.e!or%e% te )A *0111 inormation into te !all an% asse% te !all to te'a!&line or resolution
.eerre% to te Sun Alert *434<6 inormation in te !all an% asse% te !all to te'a!&line or resolution ("
2n!orre!t 2n!orre!t# .eer to te X64 Server Data ?aterin7 to Solve $ustomer2ssues trainin7 or more inormation#
*4# 2 a !ustomer as a ailure o a Sun )ire X4*+0 Server ower suly wat lin&witin te system an%'oo& !an you reeren!e to n% a art num'er or arela!ement 8 ,ar& or .eview(1" /oints
)iel% A!tion ulletins ()As"
)ull $omonents Eist ("
/ro'lem .esolution
ar%ware Se!i!ations
$orre!t $orre!t
*# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittently
suttin7 %own# Sele!t te %o!ument tat may relate to te !ustomer@s issue: ,ar&or .eview(1" /oints
Sun Alert *434<6
$. 6+<0*6
)A *4006
)A *0111 ("
$orre!t $orre!t
WZD-SSX64-30*: X64 Server Data ?aterin7 to Solve $ustomer 2ssues(Answer all questions in tis se!tion"
*6# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittently
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
suttin7 %own# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@sro'lem: ,ar& or .eview(1" /oints
$ustomer is reortin7 an intermittent A$ ower ro'lem
$ustomer !alle% to 7et a rela!ement Sun la%e X6*0 server 'la%e 'e!ause it isintermittently suttin7 %own
$ustomer is reortin7 tat is Sun la%e X6*0 server 'la%es on is Sun la%e6000 ,o%ular System are intermittently suttin7 %own ("
$ustomer is reortin7 a tat is Sun la%e 6000 ,o%ular System is intermittentlysuttin7 %own
$orre!t $orre!t
*+# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem: ,ar& or.eview(1" /oints
$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 Win%ows
$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 i!on7
$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 2EO,
$orre!t $orre!t
*<# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem:,ar& or .eview(1" /oints
Or%ere% a new moter'oar% or te !ustomer
/rovi%e% te !ustomer wit te %o!ument to use tat lists te stes to solve isro'lem
.eerre% to )A *3F64 inormation in te !all an% asse% te !all to te 'a!&lineor resolution
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
.eerre% to $. 6+<0*6 inormation into te !all an% asse% te !all to te
'a!&line or resolution ("
2n!orre!t 2n!orre!t# .eer to te X64 Server Data ?aterin7 to Solve $ustomer
2ssues trainin7 or more inormation#
*F# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem:,ar& or .eview(1" /oints
/rovi%e% te !ustomer wit te %o!ument to use tat lists te stes to solve isro'lem
Or%ere% a new D2,, or te !ustomer
.eerre% to )A *3F64 inormation in te !all an% asse% te !all to te 'a!&lineor resolution ("
.eerre% to )A *44406 inormation into te !all an% asse% te !all to te'a!&line or resolution
2n!orre!t 2n!orre!t# .eer to te X64 Server Data ?aterin7 to Solve $ustomer2ssues trainin7 or more inormation#
30# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Wat inormation is &ey in %eterminin7 i tis %o!ument alies to te !ustomer@sro'lem (sele!t *" 8 ,ar& or .eview(1" /oints
($oose all !orre!t answers"
D2,, ven%or mo%el H an% %ate !o%e ("
)an art num'er
System serial num'er
$/> ven%or mo%el H ("
Server 'la%e slot num'er
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
31# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# e
X4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Assumerom te results o your review5 te ower suly ot swa sows no issues# Watare you 7oin7 to re!ommen% to te !ustomer8 ,ar& or .eview(1" /oints
/erorm a !ol% swa o te ower suly at your earliest !onvenien!e#
Wait or a maintenan!e erio% to erorm te !ol% swa o te aile% owersuly#
ave a Sun servi!e ersonnel erorm te ot swa o te ower suly#
Wait or a maintenan!e erio% to erorm te ot swa o te aile% ower suly#("
$orre!t $orre!t
3*# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wat a!tion
may nee% to 'e erorme% 'eore te aile% ower suly !an 'e remove%8 ,ar&or .eview(1" /oints
Sli%e te server out o te ra!&
>nlo!& te ower suly an%le
/ower oJ te server
,ove te !a'le mana7ement arm ("
$orre!t $orre!t
33# Wi! 2EO, !omman% or navi7ation at !an %islay te !urrent state o tesystem in%i!ators on a server or server 'la%e8 ,ar& or .eview(1" /oints
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
34# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! is teX6*40 art num'er tat nee%s to 'e or%ere%8 ,ar& or .eview(1" /oints
F4-6+
Any o te a'ove
40-+F06 ("
F4-61<
2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 Servi!e/ro!e%ures trainin7 or more inormation#
3# A !ustomer !alle% te servi!e !enter wit a question on 2/,2# e !ustomeruses 2/,2 to monitor te state o is servers at er site an% wants to &now i ernew X4*+0 server suorts 2/,25 i tere is any Sun %o!umentation tat !overs 2/,2an% were se !an 7et sotware to a!!ess 2/,2@s user intera!e rom er newserver@s OS# Wi! un!tion is CO suorte% 'y 2/,28 ,ar& or .eview(1" /oints
Dislay !urrent sensor values
Dislay an 2/,2 lo7
Dislay !urrent in%i!ator values
Dislay /OS messa7es ("
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
36# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# Wi! is te %o!ument !ontains te ro!e%ures to erorm tis tas&8,ar& or .eview
(1" /oints
)As an% Sun Alerts
2nstallation manual
Servi!e manual ("
/ro7rammin7 manual
2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 Servi!e
/ro!e%ures trainin7 or more inormation#
3+# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# All o tese!omonents nee% to 'e move% to te rela!ement server 'la%e5 eG!et8 ,ar& or.eview(1" /oints
)las D2,,s (a#&#a# )las mo%ules" ("
D2,,s
$oma!t )las $ar%
DDs
$orre!t $orre!t
3<# A !ustomer !alle% te servi!e !enter wit a question on 2/,2# e !ustomeruses 2/,2 to monitor te state o is servers at er site an% wants to &now i ernew X4*+0 server suorts 2/,25 i tere is any Sun %o!umentation tat !overs 2/,2an% were se !an 7et sotware to a!!ess 2/,2@s user intera!e rom er newserver@s OS# All o %o!ument !ontains 2/,2 inormation5 eG!et or8 ,ar& or .eview(1" /oints
2nstallation ,anual
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
3F# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem#,ar& or .eview(1" /oints
$ustomer nee%s a Sun el% erson to !on7ure is networ& mana7ement ort tois mana7ement networ&#
$ustomer nee%s assistan!e !on7urin7 te networ& mana7ement ort into ismana7ement networ&# ("
$ustomer nee%s assistan!e !on7urin7 a networ& ort#
$ustomer nee%s assistan!e !on7urin7 te serial mana7ement ort#
$orre!t $orre!t
40# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! a!tionsoul% %oes CO nee% to 'e erorme% in te X6*40 removal ro!ess8 ,ar& or.eview(1" /oints
.emove any ront anel !a'lin7#
/ower %own te Sun la%e 6000 ,o%ular System !assis# ("
/ull oen te server 'la%e@s to an% 'ottom an%les#
ol% %own te ower 'utton on te server 'la%e or 4 se!on%s or erorm asto =SKS 2EO, !omman%#
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
41# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wi!
inormation !an %etermine weter te Sun Alert *<40< alies to tis server8,ar& or .eview(1" /oints
as tis ower suly aile% in te ast8
e manua!turer o te ower suly
e art num'er an% %ate !o%e o te ower suly ("
Weter te ower suly is A$ or D$
$orre!t $orre!t
4*# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# ow woul% you %es!ri'e te lo!ation o te networ& mana7ement ort tote !ustomer8 ,ar& or .eview(1" /oints
e .N-4 !onne!tor on te rear o te server la'ele% S. ,?
e .N-4 !onne!tor on te ront o te server la'ele% C ,?
e .N-4 !onne!tor on te rear o te server la'ele% C ,? ("
e .N-4 !onne!tor on te ront o te server la'ele% S. ,?
$orre!t $orre!t
43# Wi! sour!e o inormation is not nee%e% or an initial on-site installation oan X4600 ,* server8 ,ar& or .eview(1" /oints
/ro7rammin7 ,anual ("
?ettin7 Starte% ,anual
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 Servi!e
/ro!e%ures trainin7 or more inormation#
44# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Sele!t tea!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or.eview(1" /oints
9erie% tat a ower suly ot swa rela!ement !an 'e erorme% on te
!ustomer@s X4*40 server ten sent te !ustomer te %o!uments tat !ontains teower suly rela!ement ro!e%ure#
/rovi%e% te !ustomer wit te lo!ation o ro!e%ure to use to erorm terela!ement alon7 wit te art num'er o a rela!ement ower suly#
Sent a Sun el% erson out to te !ustomer site to erorm te ower sulyrela!ement#
9erie% tat a ower suly ot swa rela!ement !an 'e erorme% on te!ustomer@s X4*40 server ten !overe% te rela!ement ro!e%ure wit te!ustomer# ("
2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 Servi!e/ro!e%ures trainin7 or more inormation#
4# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@sro'lem# ,ar& or .eview(1" /oints
Assiste% te !ustomer in lo!atin7 te ro!e%ure in te 2EO, manual an% tol% te!ustomer tat e soul% use te serial mana7ement ort#
Sent a Sun el% erson out to te !ustomer site to erorm te !on7uration ote networ& mana7ement ort#
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
$olle!te% an% reorte% te !ustomer@s networ& arameters an% asse% tis !allto te 'a!&line en7ineers#
Assiste% te !ustomer in lo!atin7 te ro!e%ure in te 2EO, manual5 a!!ess 2EO,on te serial ort an% use te 2EO, !omman%s to !on7ure te networ&mana7ement ort# ("
$orre!t $orre!t
46# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involves ansensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now wat sesoul% %o at tis oint 'e!ause te system is u an% runnin7# On!e onsite torela!e te aile% an mo%ule wat !an inoint te aile% an mo%ule8 ,ar& or.eview(1" /oints
an ault ED Basin7
an ault ED OC ("
an Eo!ator ED Basin7
an O ED Basin7
$orre!t $orre!t
4+# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0
server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Sele!t te ro'lemstatement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer wants $/> u7ra%e rom a X63F4A to a X63F<A on tis X4*0 server#
$ustomer X4*0 server is !rasin7 intermittently sin!e is $/>s were u7ra%e%rom a rom a X63F4A to a X63F<A# ("
$ustomer@s X4*0 server $/> u7ra%e to a X63F<A is !ausin7 is server to !ras#
$ustomer nee%s a el% te!ni!ian to reverse is X4*0 server $/> u7ra%e roma rom a X63F4A to a X63F<A#
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
4<# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Wi! is a memory test on Sun9S8 ,ar& or .eview(1" /oints
memtest
memtest ("
memtst
memtst
2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 rou'lesootin7 /ro!e%ures trainin7 or more inormation#
4F# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wat else !an you %o tosolve te !ustomer@s ro'lem8 ,ar& or .eview(1" /oints
Sen% out a el% te!ni!ian to reverse te $/> u7ra%e#
ave te !ustomer run Sun9S $/> %ia7nosti!s#
,a&e you ave as mu! inormation a'out te issue re!or%e% an% ass tis to te'a!&line en7ineer# ("
ave te !ustomer rerun /OS#
2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 rou'lesootin7 /ro!e%ures trainin7 or more inormation#
0# Wi! is not a >-oot mo%e o oeration8 ,ar& or .eview(1" /oints
Gten%e%
Cormal
,anual ("
Pui!&
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
1# A !ustomer !alle% te suort !enter wit a suose% %is& ro'lem# e wantsto &now wi! %ia7nosti!s are availa'le to test a %is& on a X**+0 server# Sele!t tea!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or.eview
(1" /oints
$olle!te% te !ustomer@s inormation5 re!or%e% it5 an% asse% te !all to te'a!&line en7ineers#
ol% te !ustomer tat te %ia7nosti!s manual soul% list wat %ia7nosti!s to use#Also tol% Sun9S test woul% 'e a 7oo% start# ("
maile% te !ustomer te %o!s#sun#!om lin& to te %ia7nosti!s 7ui%e#
Su77este% to te !ustomer tat e run s%ia7s to test te X**+0 %is&s#
$orre!t $orre!t
*# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involvesan sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Sele!t tero'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7ean% ow to or%er a rela!ement#
$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7ean% !ourse o a!tion to ta&e# ("
$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7e#
$ustomer nee%s assistan!e in or%erin7 a an mo%ule rela!ement#
$orre!t $orre!t
3# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Are tere D2,, ault EDs an% ow are tey viewe%8 ,ar& or .eview(1" /oints
Kes5 te D2,, ault ED Bases wen te ault o!!urs#
Co5 you nee% to use lo7s an% test results to isolate a D2,, error#
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
Kes5 you ress te Q)ault .emin%Q 'utton to ma&e te D2,, ault ED Bas# ("
Co5 you nee% to use lo7s an% test results to isolate a D2,, error#
$orre!t $orre!t
4# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem#,ar& or .eview(1" /oints
$ustomer nee%s assistan!e on ow to u7ra%e is X4140 server memory#
$ustomer nee%s someone onsite to %ia7nose an% G is X4140 server memory
ro'lem#
$ustomer nee%s assistan!e on ow to lo!ate a aile% D2,, on is X4140 server#
$ustomer nee%s assistan!e on wat %ia7nosti!s are availa'le to test is X4140server memory# ("
$orre!t $orre!t
# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involves
an sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Wi! an mo%ulean% an 'oar% %oes tis sensor 'elon7 to8 ,ar& or .eview(1" /oints
an mo%ule 1 an% an 'oar% 1
an mo%ule 0 an% an 'oar% *
an mo%ule * an% an 'oar% 1 ("
an mo%ule 0 an% an 'oar% 0
$orre!t $orre!t
6# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wat inormation soul% youte !ustomer %um sen% to you8 ,ar& or .eview
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
+# Wi! are %ia7nosti! suorts a manual mo%e tat allows te user to runin%ivi%ual tests as well as test suites8 ,ar& or .eview(1" /oints
>-oot
/!-$e!& ("
/OS
Sun9S
2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 rou'lesootin7 /ro!e%ures trainin7 or more inormation#
<# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Wi! is utility %oes CO suort ost memory tests 8Sun9S /!-$e!&/OS >-oot ,ar& or .eview(1" /oints
/OS
/!-$e!&
>-oot ("
Sun9S
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
F# A !ustomer !alle% te suort !enter wit a suose% %is& ro'lem# e wantsto &now wi! %ia7nosti!s are availa'le to test a %is& on a X**+0 server# Wi!%ia7nosti! tests te Sun )ire X**+0 OS ar%ware Rust rior to te OS 'oot8 ,ar&or .eview(1" /oints
>-oot
Sun9S
/!-$e!&
/OS ("
$orre!t $orre!t
60# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involvesan sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Sele!t te a!tionlan tat lists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
Sent te !ustomer te lin&s to te %ia7nosti! 7ui%es an% servi!e manual#
Assiste% te !ustomer in lo!atin7 te X4440 server aile% an mo%ule5 ten sent aSun el% te!ni!ian to ot swa te aile% an mo%ule#
$olle!te% te error inormation asse% tis issue to te 'a!&line en7ineers#
Assiste% te !ustomer in lo!atin7 te X4440 server aile% an mo%ule5 tenre!ommen%e% tat e ot swa te aile% an mo%ule5 sin!e e as one in sto!&# ("
$orre!t $orre!t
61# An Galo7i! ull-ra!& wei7s twi!e as mu! as a al-ra!&# ,ar& or .eview(1" /oints
rue
)alse ("
$orre!t $orre!t
6*# Wat tye o %is& %rive is use% in te Galo7i! !omute no%es8 ,ar& or.eview
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
+0# Wat tye o networ& a'ri! is use% to !onne!t Galo7i! ar%ware!omonents8 ,ar& or .eview(1" /oints
)i're $annel
iWA./
92A
2nnian% ("
$orre!t $orre!t
+1# 2t is a suort !aa'ility tat automates te eG!an7e o !on7urationinormation 'etween Ora!le Suort an% our !ustomers5 ena'lin7 roa!tive%ete!tion o issues our !ustomers may en!ounter5 an% allowin7 or aster resolutiontimes in instan!es were you %o run into an issue# ,ar& or .eview(1" /oints
$an7e assistant
$on7uration ,ana7er ("
Suort Dia7nosti!s tool
.emote Dia7nost!s A7ent
>7ra%e wi;ar%
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
+*# Eist all 'enets o usin7 ,y Ora!le Suort# ,ar& or .eview(1" /oints
($oose all !orre!t answers"
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
/rovi%es you a!!ess to te ,y Ora!le Suort $ommunity5 were you !anarti!iate in %is!ussions5 an% eG!an7e &nowle%7e wit an eGtensive networ& oeers an% Ora!le eGerts# ("
Answers 15* T 3 only
2t is Ora!le@s neGt 7eneration suort latorm# ("
2t is te sin7le oint-o-entry or all intera!tions wit Ora!le Suort ("
2t is an easy to navi7ate5 we'-'ase% ortal tat rovi%es ersonali;e%5 roa!tive5an% !olla'orative suort# ("
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
+3# is re7ion allows or qui!& an% easy monitorin7 o all your oen issues ri7tat te %as'oar%# ,ar& or .eview(1" /oints
Drat Servi!e .equest re7ion
Servi!e .equests re7ion ("
?ettin7 starte% re7ion
Cews re7ion
nowle%7e re7ion
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
+4# is sta7e o Eie time Suort rovi%es te!ni!al suort5 in!lu%in7 a!!ess toour online suort tools5 &nowle%7e 'ases5 an% te!ni!al suort eGerts# 2t isavaila'le or as lon7 as you li!ense your Ora!le ro%u!ts# ,ar& or .eview(1" /oints
Eietime Suort /oli!y
/remier Suort
Gten%e% suort
Sustainin7 Suort ("
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
+# is is anoter resour!e availa'le to !ustomers %esi7ne% to romoteawareness an% un%erstan%in7 o te availa'le suort tools an% resour!es to allowyou to 7et te most out o your suort investment# ,ar& or .eview(1" /oints
Suort /ro!ess an% ools a%visor we'!asts ("
$ustomer Servi!es $atalo7
ranser o 2normation (O2"
Sustainin7 Suort
Cewsletters
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
+6# is re7ion !ontains te !aa'ility to %rill %own an% see te %etails or any ote systems in your !olle!te% !on7urations# Kou !an !omare oint in time istoryo your systems as well5 allowin7 you to i%entiy any !an7es tat ave o!!urre%over time# ,ar& or .eview
(1" /oints
Servi!e .equest re7ion
Cews re7ion
Systems re7ion ("
?ettin7 starte% re7ion
Drat Servi!e .equest re7ion
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
++# is re7ion were we us imortant inormation rom Ora!le to our!ustomers a'out wat is aenin7 witin suort5 a'out !riti!al at!es tat ave
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
'e!ome availa'le5 a'out si7ni!ant !an7es tat may 'e o!!urrin7 witin suort#,ar& or .eview(1" /oints
rea&in7 Cews re7ion ("
?ettin7 starte% re7ion
Cews re7ion
Servi!e .equest re7ion
Drat Servi!e .equest re7ion
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
+<# is sta7e o Eie time Suort rovi%es maintenan!e an% suort o Ora!le%ata'ase5 mi%%leware5 an% ali!ation ro%u!ts or years rom teir 7eneralavaila'ility %ate# ,ar& or .eview(1" /oints
Eietime Suort /oli!y
/remier Suort ("
Gten%e% suort
Sustainin7 Suort
Cone o te a'ove
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
+F# $ustomer Su!!ess Sel-Assessment is an online tool %esi7ne% to sare ?lo'alSotware Suort 7oo% ra!ti!es a!ross %omains - Strate7y5 /ro!ess5 /eole5
e!nolo7y an% ?overnan!e ,ar& or .eview(1" /oints
rue ("
)alse
$orre!t $orrre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
<0# is online assessment tool is %esi7ne% to sare ?lo'al Sotware Suort 7oo%ra!ti!es a!ross %omains - Strate7y5 /ro!ess5 /eole5 e!nolo7y an% ?overnan!eU wit te 7oal to el !ustomers 7et maGimum value rom teir Ora!le investments,ar& or .eview
(1" /oints
$ustomer Servi!es $atalo7
$ustomer Su!!ess Sel-Assessment ("
ranser o 2normation (O2"
Sustainin7 Suort
Cewsletters
2n!orre!t 2n!orre!t5 reer to te $reatin7 $ustomer 9alue trainin7 or moreinormation
<1# e ,y Ora!le Suort ramewor& was !reate% usin7 )EX e!nolo7y romA%o'e# >sin7 te )las viewer allowe% te BeGi'ility to %esi7n a system tat is veryuser rien%ly# ,ar& or .eview(1" /oints
rue ("
)alse
$orre!t $orre!t
Ora!le@s Eietime Suort /oli!y(Answer all questions in tis se!tion"
<*# Eietime Suort suorts you at very Sta7e o te Ali!ations Eie $y!le,ar& or .eview(1" /oints
rue ("
)alse
$orre!t $orrre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
<3# /remier Suort Gten%s or ow many years ater a ro%u!t@s release8 ,ar&or .eview(1" /oints
1 Kear
Co limit
10 years
< Kears
years ("
$orre!t $orrre!t
<4# $erti!ations o Cew Ora!le /ro%u!ts are !overe% un%er wi! level(s" osuort8 ,ar& or .eview(1" /oints
/remier Suort
Gten%e% Suort
Sustainin7 Suort
/remier T Gten%e% Suort ("
Cone o te A'ove
2n!orre!t 2n!orre!t# .eer to te Eietime Suort trainin7 or more inormation#
,9S/ Overview(Answer all questions in tis se!tion"
<# y arti!iatin7 in te ,9S/ as eiter a SACet or O/C mem'er ven%ors arerequire% to enter into time !onsumin7 or !ostly suort or le7al a7reements# ,ar&or .eview(1" /oints
rue
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
10*# /at! /lan sows te lanne% releases o at!es or te %iJerent Ora!le/ro%u!t Eines ,ar& or .eview(1" /oints
rue
)alse ("
2n!orre!t 2n!orre!t# .eer to te /at!es an% >%ates on ,y Ora!le Suorttrainin7 or more inormation
,y Ora!le Suort $ommunity(Answer all questions in tis se!tion"
103# $olla'orative Suort is te a'ility to rai%ly resolve servi!e in!i%ents in!ustomer environments trou7 a !olla'orative resolution mo%el (!ommonly &nownas a $ommunity"# ,ar& or .eview(1" /oints
rue ("
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
*# e oeratin7 system suorte% 'y te X440 server in!lu%es all te ollowin75eG!et8 ,ar& or .eview(1" /oints
Win%ows *003 Server .* S/*
.e% at EinuG 4#65 #1
SuSe SES EinuG 10 S/1
Solaris 10 =0< u%ate or S/A.$ ("
Win%ows *00< Server
$orre!t $orre!t
3# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut asmisla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# ,ar& or.eview(1" /oints
A,D-'ase% *> ra!& server
2ntel-'ase% 1> ra!& server
2ntel-'ase% *> ra!& server ("
2ntel-'ase% 4> ra!& server
$orre!t $orre!t
4# A !ustomer !alls into te !all !enter wit an issue# e wants to install a 16-?'yte !oma!t Bas !ar% (/C X46<0A" on a Sun la%e X6*+0 server 'la%e an%wants to &now were te !oma!t Bas !ar% so!&et is lo!ate% on tis server 'la%e#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem#,ar& or .eview(1" /oints
/rovi%e% !ustomer wit te lo!ation o te !oma!t Bas so!&et tat is on teront o te Sun la%e X6*+0 server 'la%e
/rovi%e% te !ustomer wit te !oma!t Bas !ar% so!&et lo!ation 'ase% on te2EO, %o!umentation
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
/rovi%e% te !ustomer wit te !oma!t Bas !ar% so!&et lo!ation 'ase% on te
server 'la%e !assis installation %o!umentation
/rovi%e% te !ustomer wit te !oma!t Bas !ar% so!&et lo!ation 'ase% on teSun System an%'oo& server 'la%e entry ("
$orre!t $orre!t
# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te ro'lem statementtat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer is as&in7 or te art num'er o te 4-?'yte D2,, tat e !an or%er ("
$ustomer is requestin7 ow to u7ra%e is memory
$ustomer is as&in7 wat tye o memory is in is server
$ustomer %oesn@t &now wat %ensity o memory to or%er
$orre!t $orre!t
6# A !ustomer !alls into te !all !enter wit an issue# e wants to install a 16-?'yte!oma!t Bas !ar% (/C X46<0A" on a Sun la%e X6*+0 server 'la%e an% wants to
&now were te !oma!t Bas !ar% so!&et is lo!ate% on tis server 'la%e# Wattyes o %o!uments rovi%e inormation to resolve te !ustomer@s ro'lem (sele!t*"8 ,ar& or .eview(1" /oints
($oose all !orre!t answers"
/ro7rammin7 manual
/ro%u!t notes
A%ministration manual
2nstallation manual ("
Servi!e manual ("
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
+# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e
!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Wat tye o D2,,s %oes tisserver suort8 ,ar& or .eview(1" /oints
DD.3
DD.1
DD.* ("
)D2,,
$orre!t $orre!t
<# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Wat is te maGimum D2,,%ensity suorte% 'y tis server8 ,ar& or .eview(1" /oints
*-?'yte
<-?yte ("
4-?'yte
1-?yte
$orre!t $orre!t
F# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te a!tion lan tat listste stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
9erie% !ustomer@s entitlement an% %etermine% tat !ustomer as many serverswit Sun# Disat!e% Sun Servi!e5 wit a note to te el% en7ineer to !olle!t ee'eore rela!in7 an mo%ule
Disat!e% el% erson wit $.> an% as&e% ) to rela!e te art
Disat!e% el% erson wit ).> an% as&e% ) to rela!e te art
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
9erie% !ustomer@s entitlement an% %etermine% !ustomer was not eli7i'le or on-
site suort or rela!ement# Glaine% to te !ustomer tat warranty !overa7e%oes not in!lu%e on-site suort rela!ement o a $.> art 'y Sun Servi!es tentoo& !ustomer@s or%er or an mo%ule ("
$orre!t $orre!t
10# Wi! X64 server tat uses A,D-'ase% $/>s# ,ar& or .eview(1" /oints
Sun )ire X**+0 server
Sun )ire X4*0 server
Sun )ire X4140 server ("
Sun )ire X410 server
$orre!t $orre!t
11# )or stan%ar% warranty !overa7e5 it is Sun Servi!e@s oli!y to %isat! el%servi!e to rela!e a $.># ,ar& or .eview(1" /oints
rue
)alse ("
$orre!t $orre!t
1*# Stan%ar% warranty !overs new rmware releases on X64 servers# ,ar& or.eview(1" /oints
rue
)alse ("
2n!orre!t 2n!orre!t# .eer to te X64 Server System Overview trainin7 or moreinormation#
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
13# A !ustomer !alls into te !all !enter wit a question# e !ustomer wants toreare a ra!& or te installation o a Sun )ire X4*0 ra!& mount server5 'ut asmisla!e% te %o!umentation# e !ustomers imme%iate nee%s are te%imensions5 wei7t5 an% ower requirements o tis unit# /er your resour!es5 wat iste ra!& unit !aa!ity o tis server8 Dra7 an% %ro your resonse# A!!or%in7 toyour resour!es5 wat are te ower requirements o tis server8 ,ar& or .eview
(1" /oints
**095 0 ; A$
1195 60 ; A$
11=**095 0-60 ; A$ ("
1*9 D$
4<9 D$
$orre!t $orre!t
14# A !ustomer !alls into te !all !enter to as& a question a'out settin7 u aserver# e !ustomer wants to &now wi! orts to use to !on7ure te server5were te orts are lo!ate%5 an% ow to a!!ess tem# Sele!t te ro'lem statementtat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer is as&in7 or on-site el to set u te system
$ustomer nee%s to &now te %eault a!!ount an% asswor% or te serial ort
$ustomer nee%s te !orre!t ort to a!!ess system
$ustomer nee%s to &now wi! ort to a!!ess to roerly set u te system5 aswell as te system %eault a!!ount an% asswor% ("
$orre!t $orre!t
1# A !ustomer !all into te !all !enter wit a memory u7ra%e question# e!ustomer wants to u7ra%e te memory on is Sun )ire X4140 ra!& mount serveran% nee%s to &now wat 4-?'yte memory to or%er# Sele!t te a!tion lan tat listsstes ta&en to solve te !ustomer@s issue# ,ar& or .eview(1" /oints
Disat!e% el% en7ineer to u7ra%e !ustomer memory
Sent memory u7ra%e to !ustomer
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
16# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Sele!t te %o!ument tat may relate to te !ustomer@s issue: ,ar&or .eview(1" /oints
$. 6+<0*6
)A *0111 ("
)A *4006
Sun Alert *434<6
$orre!t $orre!t
1+# 2 a !ustomer as a ailure o a Sun )ire X4*+0 Server ower suly wat lin&witin te system an%'oo& !an you reeren!e to n% a art num'er or arela!ement 8 ,ar& or .eview(1" /oints
)iel% A!tion ulletins ()As"
ar%ware Se!i!ations
)ull $omonents Eist ("
/ro'lem .esolution
$orre!t $orre!t
1<# Wi! is not in!lu%e% in )As8 ,ar& or .eview(1" /oints
)iel% $an7e Or%ers ()$Os"
)iel% 2normation Coti!e ()2Cs"
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
1F# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@sro'lem: ,ar& or .eview(1" /oints
$ustomer is reortin7 an intermittent A$ ower ro'lem
$ustomer is reortin7 tat is Sun la%e X6*0 server 'la%es on is Sun la%e6000 ,o%ular System are intermittently suttin7 %own ("
$ustomer !alle% to 7et a rela!ement Sun la%e X6*0 server 'la%e 'e!ause it isintermittently suttin7 %own
$ustomer is reortin7 a tat is Sun la%e 6000 ,o%ular System is intermittentlysuttin7 %own
$orre!t $orre!t
*0# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s
!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem:,ar& or .eview(1" /oints
Or%ere% a new moter'oar% or te !ustomer
.eerre% to )A *3F64 inormation in te !all an% asse% te !all to te 'a!&lineor resolution
/rovi%e% te !ustomer wit te %o!ument to use tat lists te stes to solve isro'lem
.eerre% to $. 6+<0*6 inormation into te !all an% asse% te !all to te'a!&line or resolution ("
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
*1# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Wat inormation is &ey in %eterminin7 i tis %o!ument alies to te !ustomer@sro'lem (sele!t *" 8 ,ar& or .eview(1" /oints
($oose all !orre!t answers"
$/> ven%or mo%el H ("
D2,, ven%or mo%el H an% %ate !o%e ("
Server 'la%e slot num'er
System serial num'er
)an art num'er
$orre!t $orre!t
**# Wi! %o!ument woul% you use to n% te ra!& mount ro!e%ure o te Sun)ire X4*+0 Server8 ,ar& or .eview(1" /oints
Sun )ire X41+05 X4*+0 an% X4*+ Servers OS 2nstallation ?ui%e
Sun )ire X41+05 X4*+0 an% X4*+ Servers 2nstallation ?ui%e ("
Sun )ire X41+05 X4*+0 an% X4*+ Servers Servi!e ,anual
$orre!t $orre!t
*3# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te %o!ument tat may relate to te !ustomer@s issue: ,ar& or .eview(1" /oints
)A *44406
Sun Alert *31*4
Sun Alert *44<6 ("
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
*4# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem: ,ar& or.eview(1" /oints
$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 i!on7
$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 Win%ows
$ustomer avin7 ro'lems !on7urin7 te 2OS networ& settin7s usin7 2EO,
$orre!t $orre!t
*# A !ustomer !alle% te servi!e !enter in%i!atin7 tat te ,$ networ& settin7s!annot 'e set or a stati! 2/ !on7uration usin7 2OS on a Sun )ire X440 Server#Sele!t te %o!ument tat may relate to te !ustomer@s issue# ,ar& or .eview(1" /oints
)A *44406
$. 6+<0*6 ("
Sun Alert *44<6
/ro%u!t notes 7 **
$orre!t $orre!t
*6# Wi! %o!ument woul% you use to n% te memory oulation rules o te Sunla%e X6*+ Server ,o%ule8 ,ar& or .eview(1" /oints
Sun la%e X6*+ Server ,o%ule Servi!e ,anual ("
Sun la%e X6*+ Server ,o%ule OS 2nstallation ?ui%e
Sun la%e X6*+ Server ,o%ule /ro%u!t Cotes
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
*+# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem: ,ar& or.eview(1" /oints
$ustomer is reortin7 a memory !on7uration ro'lem involvin7 4-?yte D2,,s
$ustomer is reortin7 multile sin7le 'it errors on 4-?yte D2,,s in is Sun )ireX4600 server ("
$ustomer nee%s a rela!ement o a series o D2,,s in is Sun )ire X4600 server
$ustomer nee%s as a memory !on7uration ro'lem tat nee%s to 'e !e!&e%
$orre!t $orre!t
*<# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Wi! tye o %o!ument may rovi%e inormation to resolve te
!ustomer@s ro'lem assumin7 you &now tis ro'lem as o!!urre% 'eore (sele!t*"8 ,ar& or .eview(1" /oints
($oose all !orre!t answers"
/ro%u!t notes 7 **
Servi!e manual
Sun Alerts ("
)iel% A!tion ulletins ()A" ("
2nstallation manual
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
*F# A !ustomer !alle% into te servi!e !enter# e !ustomer as a Sun )ire X4600Server tat is lo77in7 multile sin7le 'it errors on er 4-?yte D2,,s# e !ustomerwas as&e% to rela!e te D2,,s an% !ontinues to en!ounter te same ro'lem#Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@s ro'lem:,ar& or .eview(1" /oints
.eerre% to )A *44406 inormation into te !all an% asse% te !all to te'a!&line or resolution
/rovi%e% te !ustomer wit te %o!ument to use tat lists te stes to solve isro'lem
.eerre% to )A *3F64 inormation in te !all an% asse% te !all to te 'a!&lineor resolution ("
Or%ere% a new D2,, or te !ustomer
$orre!t $orre!t
30# A !ustomer !alle% te servi!e !enter an% is !omlainin7 tat is Sun la%eX6*0 server 'la%es on is Sun la%e 6000 ,o%ular System are intermittentlysuttin7 %own# Sele!t te a!tion lan tat lists te stes ta&en to solve te!ustomer@s ro'lem: ,ar& or .eview(1" /oints
Or%ere% a new ower suly or te !ustomer
/rovi%e% te !ustomer wit te %o!ument to use tat lists te stes to solve isro'lem
.eerre% to te Sun Alert *434<6 inormation in te !all an% asse% te !all to te'a!&line or resolution ("
.e!or%e% te )A *0111 inormation into te !all an% asse% te !all to te'a!&line or resolution
$orre!t $orre!t
31# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# ow woul% you %es!ri'e te lo!ation o te networ& mana7ement ort tote !ustomer8 ,ar& or .eview(1" /oints
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
e .N-4 !onne!tor on te ront o te server la'ele% S. ,?
e .N-4 !onne!tor on te ront o te server la'ele% C ,?
e .N-4 !onne!tor on te rear o te server la'ele% S. ,?
e .N-4 !onne!tor on te rear o te server la'ele% C ,? ("
$orre!t $orre!t
3*# Wi! 2EO, !omman% or navi7ation at !an %islay te !urrent state o tesystem in%i!ators on a server or server 'la%e8 ,ar& or .eview(1" /oints
!% =.D=in%i!ator L sow
System 2n%i!ators --M 2n%i!ators
!% =SKS=in%i!ator L %islay
System ,onitorin7 --M 2n%i!ators ("
$orre!t $orre!t
33# Wi! sour!e o inormation is not nee%e% or an initial on-site installation o
an X4600 ,* server8 ,ar& or .eview(1" /oints
?ettin7 Starte% ,anual
2nstallation ?ui%e
nterrise 2nstallation Stan%ar%s (2S"
/ro7rammin7 ,anual ("
$orre!t $orre!t
34# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! a!tion
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
soul% %oes CO nee% to 'e erorme% in te X6*40 removal ro!ess8 ,ar& or.eview(1" /oints
.emove any ront anel !a'lin7#
ol% %own te ower 'utton on te server 'la%e or 4 se!on%s or erorm asto =SKS 2EO, !omman%#
/ower %own te Sun la%e 6000 ,o%ular System !assis# ("
/ull oen te server 'la%e@s to an% 'ottom an%les#
$orre!t $orre!t
3# A !ustomer !alle% te servi!e !enter wit a question on 2/,2# e !ustomer
uses 2/,2 to monitor te state o is servers at er site an% wants to &now i ernew X4*+0 server suorts 2/,25 i tere is any Sun %o!umentation tat !overs 2/,2an% were se !an 7et sotware to a!!ess 2/,2@s user intera!e rom er newserver@s OS# Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@sro'lem# ,ar& or .eview(1" /oints
$onrme% tat te server suorts 2/,2 1# an% assiste% te !ustomer in!on7urin7 2/,2tool on er server#
Sent te !ustomer te 2EO, %o!umentation tat !ontains all se nee%e% to &nowa'out Sun@s imlementation o 2/,2#
$onrme% tat te server suorts 2/,2 *#05 rovi%e% te !ustomer te we' siteto te 2/,2tool an% assiste% er in !on7urin7 an% a!!essin7 te user intera!e#
$onrme% tat te server suorts 2/,2 *#05 rovi%e% te !ustomer te we' siteto te 2/,2tool an% %ire!te% te !ustomer to te 2EO, %o!ument tat as a !ontenton Sun@s imlementation o 2/,2# ("
$orre!t $orre!t36# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wi! tyeo %o!uments soul% you review to %etermine i it is sae to erorm a ower sulyot swa8 ,ar& or .eview(1" /oints
2EO, ,anual
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
3+# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tatin%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wi!inormation !an %etermine weter te Sun Alert *<40< alies to tis server8,ar& or .eview(1" /oints
e manua!turer o te ower suly
Weter te ower suly is A$ or D$
e art num'er an% %ate !o%e o te ower suly ("
as tis ower suly aile% in te ast8
$orre!t $orre!t
3<# Wi! is te user intera!e sotware or te 2/,2 utility8 ,ar& or .eview(1" /oints
2/,2>ser
2/,22ntera!e
2/,2ool ("
2/,2A!!ess
$orre!t $orre!t
3F# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! is teX6*40 art num'er tat nee%s to 'e or%ere%8 ,ar& or .eview
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
40# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Sele!t te a!tion
lan tat lists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
Sent te el% te!ni!ian te %o!uments tat !ontains te rela!ement an% server'la%e or%erin7 ro!e%ures#
/rovi%e% te el% te!ni!ian wit te lo!ation o te ro!e%ure to erorm terela!ement alon7 wit te art num'er o a rela!ement X6*40 server 'la%e#
.eviewe% te rela!ement ro!e%ure wit te el% te!ni!ian an% assiste% inor%erin7 a rela!ement X6*40 server 'la%e# ("
$olle!te% an% re!or%e% all inormation on te rela!ement an% or%erin7ro!e%ure an% asse% te !all to te 'a!& line#
2n!orre!t 2n!orre!t# .eer to te X64 Server Eo!atin7 an% 2nterretin7 Servi!e/ro!e%ures trainin7 or more inormation#
41# A !ustomer !alle% te servi!e !enter wit a question on 2/,2# e !ustomeruses 2/,2 to monitor te state o is servers at er site an% wants to &now i ernew X4*+0 server suorts 2/,25 i tere is any Sun %o!umentation tat !overs 2/,2an% were se !an 7et sotware to a!!ess 2/,2@s user intera!e rom er newserver@s OS# Wat is te latest version o 2/,2 tat is suorte% on te X4*+0server8 ,ar& or .eview(1" /oints
1
* ("
1#
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
4*# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e torela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Wi! tye o%o!ument rovi%es te ro!e%ure to erorm te rela!ement tas&8 ,ar& or.eview(1" /oints
2nstallation manual
)iel% A!tion ulletins ()A"
/ro%u!t notes a7e 10
Sun Alerts
Servi!e manual ("
$orre!t $orre!t
43# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tat
in%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Assumerom te results o your review5 te ower suly ot swa sows no issues# Watare you 7oin7 to re!ommen% to te !ustomer8 ,ar& or .eview(1" /oints
ave a Sun servi!e ersonnel erorm te ot swa o te ower suly#
/erorm a !ol% swa o te ower suly at your earliest !onvenien!e#
Wait or a maintenan!e erio% to erorm te !ol% swa o te aile% owersuly#
Wait or a maintenan!e erio% to erorm te ot swa o te aile% ower suly#("
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
44# A !ustomer !alle% te servi!e !enter an% reorte% an OS error messa7e tat
in%i!ates tat ower suly 0 o teir X4*40 server as aile% an% is oIine# eX4*40 is still runnin7 'ut te !ustomer wants to rela!e te ower suly witout%istur'in7 te server@s oeration5 to re-esta'lis te ower re%un%an!y# Wi!veries te lo!ation o te aile% ower suly8 ,ar& or .eview
(1" /oints
All ower suly EDs are oJ
e ower suly 7reen O ED is Basin7
e ower suly am'er Servi!e .equire% ED is lit ("
y eGe!utin7 te 2EO, Bas !omman% to turn on te Servi!e .equire% ED
$orre!t $orre!t
4# A !ustomer !alle% te servi!e !enter wit a question on a server@s networ&mana7ement ort# e !ustomer is tryin7 to !on7ure is networ& mana7ementort on is X440 server so tat e !an a!!ess it rom is mana7ement networ&# eis not amiliar wit te networ& mana7ement a!ility an% !omman%s e nee%s toerorm# Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@sro'lem# ,ar& or .eview(1" /oints
Assiste% te !ustomer in lo!atin7 te ro!e%ure in te 2EO, manual5 a!!ess 2EO,on te serial ort an% use te 2EO, !omman%s to !on7ure te networ&
mana7ement ort# ("
Assiste% te !ustomer in lo!atin7 te ro!e%ure in te 2EO, manual an% tol% te!ustomer tat e soul% use te serial mana7ement ort#
$olle!te% an% reorte% te !ustomer@s networ& arameters an% asse% tis !allto te 'a!&line en7ineers#
Sent a Sun el% erson out to te !ustomer site to erorm te !on7uration ote networ& mana7ement ort#
$orre!t $orre!t
46# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Sele!t te a!tion lan tatlists te stes ta&en to solve te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
.eviewe% te )As an% Sun Alerts an% oun% no relate% issues# Disat!e% a el%
en7ineer to reverse te $/> u7ra%e 'a!& to te X63F4A#
.eviewe% te )As an% Sun Alerts an% oun% no relate% issues# avin7 te!ustomer run some Sun9S $/> %ia7nosti!s to isolate te ro'lem#
Disat!e% a el% en7ineer to %ia7nose te !ustomer@s $/> ro'lem#
.eviewe% te )As an% Sun Alerts an% oun% no relate% issues# $olle!te% a !ras%um an% Glorer s!rit out an% in!lu%e% it tis !all ten asse% tis issue to a'a!&line en7ineer# ("
$orre!t $orre!t
4+# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involves
an sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Sele!t tero'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7ean% !ourse o a!tion to ta&e# ("
$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7e#
$ustomer nee%s assistan!e in %eterminin7 te nature o te an ailure messa7ean% ow to or%er a rela!ement#
$ustomer nee%s assistan!e in or%erin7 a an mo%ule rela!ement#
$orre!t $orre!t
4<# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wi!5 i any5 o te%o!uments liste% relate% to tis issue8 ,ar& or .eview(1" /oints
Cone ("
*41F66
*<40<
*4<4<+
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
4F# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0
server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wi! tye o %o!umentssoul% you review to %etermine i tere are any 'u7s relate% to tis issue8 ,ar& or.eview(1" /oints
Servi!e ,anual
)As an% Sun Alerts ("
2nstallation ,anual
2EO, manuals
$orre!t $orre!t
0# A !ustomer !alls te servi!e !enter wit a an ailure messa7e tat involvesan sensor '1#m*#0#see% on a X4440 server# e !ustomer wants to &now watse soul% %o at tis oint 'e!ause te system is u an% runnin7# Wi! %o!ument!ontains tis sensor inormation tat mas it to te ysi!al an mo%ule an% an'oar%8 ,ar& or .eview(1" /oints
Sun )ire X41405 X4*405 an% X4440 Servers 2nstallation ,anual
Sun )ire X41405 X4*405 an% X4440 Servers Servi!e ,anual
Sun )ire X41405 X4*405 an% X4440 Servers /ro7rammin7 ?ui%e
Sun )ire X41405 X4*405 an% X4440 Servers Dia7nosti!s ?ui%e ("
$orre!t $orre!t
1# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Sele!t te a!tion lan tat lists te stes ta&en to solve te !ustomer@sro'lem# ,ar& or .eview(1" /oints
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
/rovi%e% te !ustomer te names o te memory %ia7nosti!s alon7 wit te lin&sto te %ia7nosti! %o!umentation tat eGlains teir un!tion5 use an% tat!orreson%s to te X4140 server# ("
/rovi%e% te !ustomer te lin&s to te %ia7nosti! %o!umentation tat eGlainsteir un!tion5 use an% tat !orreson%s to te X4140 server#
Sent a Sun el% te!ni!ian out to te !ustomer@s site to %ia7nose te memoryro'lem#
Eo77e% into te !ustomer@s X4140 server5 ran memory %ia7nosti!s an% isolate%te ro'lem %own to a sin7le D2,,#
$orre!t $orre!t
*# A !ustomer !alle% te suort !enter wit a suose% %is& ro'lem# e wants
to &now wi! %ia7nosti!s are availa'le to test a %is& on a X**+0 server# Wi!%ia7nosti! tests te Sun )ire X**+0 S/ ar%ware Rust rior to te S/ 'oot8 ,ar& or.eview(1" /oints
Sun9S
/!-$e!&
>-oot ("
/OS
$orre!t $orre!t
3# Were is /!-$e!& ro7ram lo!ate% witin an X6*+0 server 'la%e8 ,ar& or.eview(1" /oints
2EO, ("
2OS
OS
O/
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
4# A !ustomer !alle% te suort !enter wit a suose% %is& ro'lem# e wants
to &now wi! %ia7nosti!s are availa'le to test a %is& on a X**+0 server# Wi!%ia7nosti! tests te Sun )ire X**+0 OS ar%ware Rust rior to te OS 'oot8 ,ar&or .eview(1" /oints
>-oot
Sun9S
/!-$e!&
/OS ("
$orre!t $orre!t
# Wi! is not a >-oot mo%e o oeration8 ,ar& or .eview(1" /oints
Gten%e%
Pui!&
,anual ("
Cormal
$orre!t $orre!t
6# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Sele!t te ro'lem statement tat !ara!teri;es te !ustomer@s ro'lem#,ar& or .eview(1" /oints
$ustomer nee%s assistan!e on wat %ia7nosti!s are availa'le to test is X4140server memory# ("
$ustomer nee%s assistan!e on ow to lo!ate a aile% D2,, on is X4140 server#
$ustomer nee%s assistan!e on ow to u7ra%e is X4140 server memory#
$ustomer nee%s someone onsite to %ia7nose an% G is X4140 server memoryro'lem#
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
+# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140
server# Are tere D2,, ault EDs an% ow are tey viewe%8 ,ar& or .eview(1" /oints
Kes5 te D2,, ault ED Bases wen te ault o!!urs#
Kes5 you ress te Q)ault .emin%Q 'utton to ma&e te D2,, ault ED Bas# ("
Co5 you nee% to use lo7s an% test results to isolate a D2,, error#
Co5 you nee% to use lo7s an% test results to isolate a D2,, error#
$orre!t $orre!t
<# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Wat else !an you %o tosolve te !ustomer@s ro'lem8 ,ar& or .eview(1" /oints
ave te !ustomer run Sun9S $/> %ia7nosti!s#
ave te !ustomer rerun /OS#
,a&e you ave as mu! inormation a'out te issue re!or%e% an% ass tis to te'a!&line en7ineer# ("
Sen% out a el% te!ni!ian to reverse te $/> u7ra%e#
$orre!t $orre!t
F# A !ustomer !alls te servi!e !enter wit a suse!te% ost memory error an%wants to &now wat %ia7nosti!s are availa'le to %ia7nose te ro'lem on a X4140server# Wi! is utility %oes CO suort ost memory tests 8Sun9S /!-$e!&/OS >-oot ,ar& or .eview(1" /oints
/OS
/!-$e!&
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
60# A !ustomer !alle% te servi!e !enter wit a !riti!al ro'lem# e as a X4*0server as 'een !rasin7 intermittently ater Sun u7ra%e% is $/>s rom a X63F4Ato a X63F<A # e is !allin7 Sun to reverse te u7ra%e# Sele!t te ro'lemstatement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
$ustomer nee%s a el% te!ni!ian to reverse is X4*0 server $/> u7ra%e roma rom a X63F4A to a X63F<A#
$ustomer@s X4*0 server $/> u7ra%e to a X63F<A is !ausin7 is server to !ras#
$ustomer X4*0 server is !rasin7 intermittently sin!e is $/>s were u7ra%e%
rom a rom a X63F4A to a X63F<A# ("
$ustomer wants $/> u7ra%e rom a X63F4A to a X63F<A on tis X4*0 server#
$orre!t $orre!t
61# An Galo7i! ull-ra!& wei7s twi!e as mu! as a al-ra!&# ,ar& or .eview(1" /oints
rue
)alse ("
$orre!t $orre!t
6*# Sele!t two o te utilities tat are availa'le or a%ministration o te Galo7i!lasti! $lou%# ,ar& or .eview(1" /oints
($oose all !orre!t answers"
nterrise ,ana7er ("
.D/ ("
DOS
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
+0# Wat tye o %is& %rive is use% in te Galo7i! !omute no%es8 ,ar& or.eview(1" /oints
* SAA DD
2ntel 3* ? soli% state %is&
1* ? soli% state %is& ("
ere are no %is& %rives in te !omute no%es#
$orre!t $orre!t
+1# 2%entiy te suort mo%el %es!ri'e%: is suort mo%el suort sotware%ee!ts are i%entie% an% !ustomers are automati!ally notie% o te otentialro'lem an% its ima!t# ,ar& or .eview
(1" /oints
ra%itional suort mo%el
/ro-a!tive suort mo%el
/re%i!tive suort mo%el ("
Cone o te a'ove
All o te a'ove
$orre!t $orre!t
+*# 2%entiy te suort mo%el %es!ri'e%: Suort mo%el tat rovi%es inormationa'out te latest issues an% at!es5 ten you as a !ustomer review wat solutionsmay or may not aly in your environment# ,ar& or .eview(1" /oints
ra%itional suort mo%el
/ro-a!tive suort mo%el ("
/re%i!tive suort mo%el
Cone o te a'ove
All o te a'ove
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
+3# $ustomer Su!!ess Sel-Assessment is an online tool %esi7ne% to sare ?lo'alSotware Suort 7oo% ra!ti!es a!ross %omains - Strate7y5 /ro!ess5 /eole5
e!nolo7y an% ?overnan!e ,ar& or .eview
(1" /oints
rue ("
)alse
$orre!t $orrre!t
+4# 2t is an inte7rate%5 multi!annel5 online !olla'oration ortal tat levera7es telatest We' *#0 te!nolo7ies to rovi%e real-time a!!ess to Ora!les &nowle%7e
reository# 2t is a venue were !ustomers eG!an7e &nowle%7e wit an eGtensivenetwor& o eers an% Ora!le eGerts# ,ar& or .eview(1" /oints
,y Ora!le Suort $ommunity ("
Suort Dia7nosti!s ools
,aintenan!e Wi;ar%
D >7ra%e !omanion
$on7uration mana7er
$orre!t $orrre!t
+# Our main o!us in Suort is to assist in minimi;in7 any %isrutions to yoursystem# We %o tis trou7 ,ar& or .eview(1" /oints
($oose all !orre!t answers"
/ro'lem Avoi%an!e trou7 te $on7uration mana7er ealt !e!&s ("
Sel Servi!e .esolution - resolvin7 ro'lems witout te nee% to !onta!t Ora!leSuort ("
.e%u!tion in resolution time - minimi;in7 te time sent to resolve an issue ("
Answers 1 T * only
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
+6# is re7ion were we us imortant inormation rom Ora!le to our !ustomersa'out wat is aenin7 witin suort5 a'out !riti!al at!es tat ave 'e!omeavaila'le5 a'out si7ni!ant !an7es tat may 'e o!!urrin7 witin suort# ,ar& or.eview(1" /oints
rea&in7 Cews re7ion ("
Drat Servi!e .equest re7ion
Cews re7ion
?ettin7 starte% re7ion
Servi!e .equest re7ion
$orre!t $orrre!t
++# is trainin7 resour!e is 'uilt or ra!ti!al real-worl% situations5 allowin7 you to7ain valua'le an%s-on eGerien!e as well as use te resente% solutions as teoun%ation or ro%u!tion imlementation5 %ramati!ally re%u!in7 time to%eloyment# ,ar& or .eview
(1" /oints
Sustainin7 Suort
Cewsletters
$ustomer Servi!es $atalo7
ranser o 2normation (O2"
Ora!le y Gamle (O" ("
$orre!t $orrre!t
+<# is resour!e 'rin7s you news5 te!ni!al !ontent5 an% te!ni!al u%ates romte various Ora!le Suort teams# ey are !reate% or te urose o enan!in7your servi!e eGerien!e wit Ora!le Suort 'y roa!tively rovi%in7 you witvalua'le inormation# ,ar& or .eview
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
$reatin7 $ustomer 9alue(Answer all questions in tis se!tion"
<1# is online assessment tool is %esi7ne% to sare ?lo'al Sotware Suort 7oo%ra!ti!es a!ross %omains - Strate7y5 /ro!ess5 /eole5 e!nolo7y an% ?overnan!eU wit te 7oal to el !ustomers 7et maGimum value rom teir Ora!le investments,ar& or .eview(1" /oints
Sustainin7 Suort
$ustomer Su!!ess Sel-Assessment ("
ranser o 2normation (O2"
Cewsletters
$ustomer Servi!es $atalo7
$orre!t $orrre!t
Ora!le@s Eietime Suort /oli!y(Answer all questions in tis se!tion"
<*# 2t is Ora!le@s oli!y to or!e u7ra%es ater a !ustomer as a% 10 years insustainin7 suort# ,ar& or .eview(1" /oints
rue
)alse ("
$orre!t $orrre!t
<3# Gten%e% Suort is rovi%e% or an ow many a%%itional years ater /remierSuort en%s8 ,ar& or .eview(1" /oints
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
<4# Eietime Suort suorts you at very Sta7e o te Ali!ations Eie $y!le,ar& or .eview(1" /oints
rue ("
)alse
$orre!t $orrre!t
,9S/ Overview
(Answer all questions in tis se!tion"
<# >n%er ,9S/ mo%el5 !ustomer !all a ven%or or a ro'lem# Wile te suortanalyst %e!i%es involvement rom anoter ven%or5 e will lo7 S. to anoter ven%or5ten !ustomer ollow te S. to anoter ven%or# ,ar& or .eview(1" /oints
rue
)alse ("
$orre!t $orre!t
<6# wi! are SACet relationsi levels8 ,ar& or .eview(1" /oints
($oose all !orre!t answers"
,ission $riti!al $ommunity ("
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
101# ow many lters !an you a%% usin7 /ower9iew ,ar& or .eview(1" /oints
As many as you nee% ("
1
10
Cone
$orre!t $orrre!t
10*# e ollowin7 lters are availa'le in /ower9iew ,ar& or .eview(1" /oints
($oose all !orre!t answers"
ost Came5 Eie!y!le5 /latorm an% /ro%u!t ("
S. Owner5 S. $reation Date5 S. $losure Date
Suort 2%entier5 System Des!rition5 System Came ("
$ustom System /roerties ("
Cone o te A'ove
2n!orre!t 2n!orre!t# .eer to te >sin7 /ower9iew in ,y Ora!le Suort trainin7or more inormation
,y Ora!le Suort $ommunity(Answer all questions in tis se!tion"
103# rue or )alse# Anoter !ommunity 'enet is te .ewar%s an% .e!o7nition/ro7ram# 2n tis ro7ram5 we n% oortunities to re!o7ni;e users or teirarti!iation an% su!!ess witin te !ommunity# ,ar& or .eview(1" /oints
rue ("
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
104# 2n ,y Ora!le Suort !ontent tis reresents a !olle!tion o $ommunities#Oten5 or7ani;e in a tree stru!ture so mem'ers !an easily n% te toi!s wi! areliste%# ,ar& or .eview(1" /oints
$ate7ories ("
rea%s
$ommunity
Dis!ussions
,essa7es
2n!orre!t 2n!orre!t# .eer to te ,y Ora!le Suort $ommunity trainin7 or moreinormation#
10# is is te re7ion were te messa7e rom an Ora!le Ge!utive is oteni7li7te%# ,ar& or .eview(1" /oints
e Cews an% Announements re7ion
e a7s re7ion
e Sotli7t re7ion ("
e .e!ent !ontent re7ion
e ?ettin7 starte% re7ion
$orre!t $orre!t
106# o enter te ,y Ora!le Suort $ommunity area you will nee% to: Eo7in to ,yOra!le Suort Cavi7ate to te $ommunity a' an% !li!& on te nter ,y Ora!leSuort $ommunity 'utton ,ar& or .eview(1" /oints
)alse
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
10+# Wat are te 'enets arti!iatin7 in te ,y Ora!le Suort $ommunity8,ar& or .eview(1" /oints
($oose all !orre!t answers"
Kou !an !ommuni!ate usin7 te %is!ussion orums # ("
Kou !an !onne!t wit in%ustry eGerts5 your eers5 an% Ora!le 7ivin7 you tea'ility to eGan% your networ&# ("
Kou !an stay aea% o te inormation !urve 'y earin7 wats 7oin7 on in tein%ustry5 atten% events5 as well as a%visor we'!asts# ("
Kou !an !onsume te availa'le inormation5 in!reasin7 your eGertise trou7%o!ument sear! an% %is!ussion reviews # ("
Kou !an !olla'orate an% sare inormation witin your networ&# ("
$orre!t $orre!t
10<# e ,ain $ommunity ome a7e or ta' is !omrise% o a num'er o re7ionsin!lu%in7 ,y $ommunities5 .an&5 a7s5 o /arti!iants5 $ommunity Sotli7t5re!ent !ontent5 7ettin7 starte%5 news an% announ!ements5 an% events ,ar& or.eview(1" /oints
rue ("
)alse
$orre!t $orre!t
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
ow to s!alate a Servi!e .equest witin Ora!le Suort
(Answer all questions in tis se!tion"
11*# Wen a Servi!e .equest meets te %e-es!alation !riteria or is no lon7er!riti!al 5 te s!alation Owner !an %e-es!alate it 5 wit your a7reement# ,ar& or.eview(1" /oints
rue ("
)alse
$orre!t $orre!t
113# s!alation /ro!ess soul% 'e use% or ,ar& or .eview(1" /oints
2n!reasin7 te severity o your Servi!e .equest to 1
Arran7in7 on-site assistan!e
Draw i7er level o attention to 'usiness !riti!al issue rom Ora!le Suort,ana7ement# ("
Arran7in7 or a !all rom Sales eam or your A!!ount ,ana7er
All o te a'ove
$orre!t $orre!t
$ustomer Servi!e Sot-s&ills rainin7 est /ra!ti!es(Answer all questions in tis se!tion"
114# e rimary %iJeren!e 'etween ma&in7 unay !ustomers ay an%ma&in7 ay !ustomers even aier is te oint o initiation# Wit unay!ustomers5 even i you %i% not &now wy tey were unay 'eore sea&in7 wittem5 you !an 'e !ertain tat you soon will learn te reason or teir unainess#On!e you &now wy tey are unay5 it is relatively easy to lot a !ourse o a!tionto !onvert tem into a ay !ustomer# ,ar& or .eview
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
>n%erstan% your !ustomers lans or uture utili;ation5 eGansion an% ma&e tearoriate re!ommen%ations or u7ra%in7 to newer or %iJerent sotware orreleases# ("
ee tra!& o te tin7s you ave %one in te ast to ma&e tem ayL %omore o te same ("
/rovi%e your !ustomers wit new ro%u!t or servi!e inormation 'eore it iswi%ely %isseminate%# ("
,ost !ustomers 7la%ly will a!!et any %o!umentation or materials you 'elievemay el tem utili;e teir sotware more eY!iently# ("
Strive towar% ma&in7 your relationsis wit your !ustomers true artnersisrater tan tat o Rust a ven%or-!ustomer ("
2n!orre!t 2n!orre!t# .eer to te $ustomer Servi!e Sot-s&ills rainin7 est
/ra!ti!es trainin7 or more inormation#
11<# 2t is 7oo% !ommuni!ation ra!ti!e to train staJ to siel% !ustomers rominternal issues U maintain roessionalism an% !on%en!e wen in ront o !ustomeri internal roa%'lo!&s are en!ountere%# ,ar& or .eview(1" /oints
rue ("
)alse
$orre!t $orre!t
11F# enets o $ustomer Sot-S&ills trainin7 ro7ram will ena'le artners to:,ar& or .eview(1" /oints
($oose all !orre!t answers"
el to %evelo an% imrove s&ills !ommuni!ations ("
A!ieve in%ustry lea%ersi ("
$reate a sureme ownersi eGerien!e to teir en% !ustomers ("
e!ome re!o7ni;e% art o a i7 erormin7 or7ani;ation ("
etter un%erstan% !ustomer eGe!tations ("
7/17/2019 Oracle Exalogic Elastic Cloud Help Desk Support Consultant – Online Assessment
1*0# $ustomer Eoyalty roels your !omany orwar% in!reasin7 sales an%rota'ility# ,ar& or .eview
(1" /oints
rue ("
)alse
$orre!t $orre!t
33# A el% te!ni!ian !alle% te servi!e !enter wit a ro'lem on a Sun la%e6000 ,o%ular System# e system as 4 a!tive server 'la%es# e Sun el%te!ni!ian nee%s assistan!e in or%erin7 a rela!ement X6*40 server 'la%e to
rela!e one o te X6*40 server 'la%es in te !ustomer@s !assis# Sele!t tero'lem statement tat !ara!teri;es te !ustomer@s ro'lem# ,ar& or .eview(1" /oints
)iel% te!ni!ian nee%s te art num'er to a new X6*40 server 'la%e#
)iel% te!ni!ian nee%s assistan!e rela!in7 te X6*40 server 'la%e as a otswa a!tion#
)iel% te!ni!ian nee%s assistan!e in %eterminin7 wat is te rela!ement artnum'er or te X6*40 server 'la%e#
)iel% te!ni!ian nee%s assistan!e i%entiyin7 an% or%erin7 a rela!ement artor a aile% X6*40 server 'la%e an% assistan!e wit its rela!ement# ("