Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) Creating Customer Value (Answer all questions in this section) 1. Customer Success Self-Assessment is an online tool designed to share Globa l Software Support good practices across 5 domains - Strategy, Process, People, Technology and Governance Mar for Review (1) Points True (*) False Corrrect 2. This region where we push important information from Oracle to our custome rs about what is happening within support, about critical patches that have beco me available, about significant changes that may be occurring within support. Mar for Review (1) Points

Draft Service Request region News region Brea ing News region (*) Getting started region Service Request region Incorrect, refer to the Creating Customer Value training for more informat ion 3. It is an integrated, multichannel, online collaboration portal that levera ges the latest Web 2.0 technologies to provide real-time access to Oracle s nowle dge repository. It is a venue where customers exchange nowledge with an extensi ve networ of peers and Oracle experts. Mar for Review (1) Points My Oracle Support Community (*)

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Support Diagnostics Tools DB Upgrade companion Maintenance Wizard Configuration manager Corrrect 4. True or False. Browse nowledge allows users to navigate through the produ ct hierarchy to specific folders of content in order to eliminate noisy results generated from generic queries against the entire nowledge base. Searching the nowledge base using the browser feature is a support best practice and is the b est way to access product specific information. Mar for Review (1) Points True (*) False Corrrect 5. Identify the support model described: Support model that provides informat ion about the latest issues and patches, then you as a customer review what solu tions may or may not apply in your environment. Mar for Review (1) Points Traditional support model Pro-active support model (*) Predictive support model None of the above All of the above Correct

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo

Review your answers, feedbac , and question scores below. An asteris tes a correct answer.

(*) indica

w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) Creating Customer Value (Answer all questions in this section) 6. 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. Mar for Review (1) Points Traditional support model Pro-active support model Predictive support model (*) None of the above All of the above Correct 7. This is another resource available to customers designed to promote awaren ess and understanding of the available support tools and resources to allow you to get the most out of your support investment. Mar for Review (1) Points Support Process and Tools advisor webcasts (*) Customer Services Catalog Sustaining Support Transfer of Information (TOI) Newsletters Incorrect, refer to the Creating Customer Value training for more informat ion 8. The Inventory and Usage region is available even for those who are not usi ng the Configuration Manager. Mar for Review (1) Points True False (*) Corrrect 9. Identify the support model described: This support model centered around r

eactively wor ing customer issues. You wor with support on the issue, identify a solution, and then move to implement that solution. Mar for Review (1) Points Traditional support model (*) Pro-active support model Predictive support model None of the above All of the above Correct 10. This resource brings you news, technical content, and technical updates f rom the various Oracle Support teams. They are created for the purpose of enhanc ing your service experience with Oracle Support by proactively providing you wit h valuable information. Mar for Review (1) Points Transfer of Information (TOI) Lifetime Support Policy Newsletters (*) Sustaining Support Customer Services Catalog Corrrect

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) Creating Customer Value (Answer all questions in this section)

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(Choose all correct answers) It is an easy to navigate, web-based portal that provides personalized, pro active, and collaborative support. (*) It is the single point-of-entry for all interactions with Oracle Support (* ) Answers 1,2 & 3 only It is Oracle's next generation support platform. (*) Provides you access to the My Oracle Support Community, where you can parti cipate in discussions, and exchange nowledge with an extensive networ of peers and Oracle experts. (*) Corrrect

Oracle's Lifetime Support Policy (Answer all questions in this section) 12. Premier Support Extends for how many years after a product's release? ar for Review (1) Points M

10 years 1 Year 5 years (*) No limit 8 Years Corrrect 13. While in Sustaining Support, the pricing is equal to pricing as if in Pre mier Support Mar for Review (1) Points True (*) False Corrrect 14. Lifetime Support supports you at Every Stage of the Applications Life Cyc Mar for Review

le

11. List all benefits of using My Oracle Support. (1) Points

Mar for Review

(1) Points True (*) False Corrrect

MVSP Overview (Answer all questions in this section) 15. Which of the following statements reflect the value proposition to our Mu tual Customers as a result of the Multi-Vendor Support Program (MVSP)? Mar fo r Review (1) Points (Choose all correct answers) Improves response by having all parties involved in the collaboration. (*) Strives to prevent the frustration of roves overall satisfaction. (*) finger-pointing between vendors and imp

Provides enhanced support value for multi-vendor implementations. (*) Increases the ris and costs associated with owning multi-vendor solutions. Increases the time to implementation for multi-vendor solutions. Correct

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) MVSP Overview (Answer all questions in this section)

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1 2 (*) Correct

(Choose all correct answers) Closed Group Agreements (*) Open Group Agreements Mission Critical Community (*) Classic or Standard Community (*) Correct 18. A "Mutual Customer" under the Multi-Vendor Support Program must have an a ctive support contract with BOTH Oracle and a participating Partner. Mar for Review (1) Points True (*) False Correct

True False (*) Correct

Oracle Support Basics (Answer all questions in this section)

20. When can you log a SR via My Oracle Support? (1) Points

19. MVSP can be a replacement for support (1) Points

Mar for Review

Mar

for Review

17. which are TSANet relationship levels? (1) Points

16. how many MVSP components? (1) Points

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Mar

for Review

Every Day, 9am to 5.30 pm It depends on the level of your Support service 24x7 (*) Monday to Friday, 9am to 5.30 pm Correct

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) Oracle Support Basics (Answer all questions in this section)

24 hours before the milestone As soon as the SR is raised 2 days before the milestone 7-14 days before the milestone (*) Correct

Oracle Sales team Customer Users Administrator for your CSI (*) Oracle Support Engineer Your Oracle Partner Manager

22. Who controls My Oracle Support access for your CSI? (1) Points

Mar

for Review

21. When a problem in an SR is putting a project milestone at ris be the most effective time to escalate? Mar for Review (1) Points

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when would

Correct

OWC (Oracle Webconference) SR (Service Request) RDA (Remote Diagnostic Agent) (*) Configuration Manager Correct 24. Which tool allows Oracle to connect to a customer's system and view infor mation? Mar for Review (1) Points OCS (Oracle Collaborative Support) (*) RDA (Remote Diagnostic Agent) MCP SR (Service Request) Correct 25. True or False? The most effective way to escalate an SR is to contact you r Oracle Partner Manager Mar for Review (1) Points True False (*) Correct

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Test: Oracle Hyperion Planning Support Specialist Assessment

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23. Which is a valid name of a diagnostic tool for Oracle Server? Review (1) Points

Mar for

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) Oracle Support Basics (Answer all questions in this section)

As soon as the SR is opened When the impact on the business changes (*) Never When escalating a SR Correct

Support Engineer passes SR to another engineer Oracle Support manager telephones you to discuss your problem and agree to a n action plan (*) Oracle Consultant onsite within 24 hours 24x7 wor ing until problem resolved Correct 28. If you wish to escalate further up the Oracle Management chain what must you have in place? Mar for Review (1) Points OCS session arranged Escalation contacts further up your internal organisation (*) An additional business case Authorisation from your Oracle Account Manager Correct

27. What can you expect following an escalation request? (1) Points

26. When should a SR severity be changed? (1) Points

Mar for Review

Mar

for Review

My Oracle Support (Answer all questions in this section) 29. Patch Plan shows the planned releases of patches for the different Oracle Product Lines Mar for Review (1) Points True False (*) Corrrect

5 1 As many as you need (*) 10 None Corrrect

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) My Oracle Support (Answer all questions in this section)

(Choose all correct answers) Host Name, Lifecycle, Platform and Product (*)

31. The following filters are available in PowerView (1) Points

Mar

for Review

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30. How many filters can you add using PowerView (1) Points

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for Review

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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

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.

My Oracle Support Community (Answer all questions in this section)

(Choose all correct answers) It is a multi-channel for sharing information about Oracle products, servic es, and related technologies (*) It s a micro-community within Oracle s existing community which includes Oracle s Technology Networ (OTN) ,Oracle Wi i s, Oracle Blogs, Oracle Mix, and a variety o f Oracle product related User Groups (*) It is a script that reduces time resolution by collecting in a single ste c omplete, accurate system details across the Oracle technology stac . It is a support capability that automates the exchange of configuration inf ormation between Oracle Support and our customers It is Oracle s multi-channel platform for online collaborative support (*) Correct

33. What is my Oracle Support Community? (1) Points

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for Review

32. In what ways can you customize your dashboard (1) Points

Mar for Review

34. Collaborative Support is the ability to rapidly resolve service incidents in customer environments through a collaborative resolution model (commonly no wn as a Community). Mar for Review (1) Points True (*) False Correct 35. Participation in My Oracle Community has some guidelines. Oracle's Suppor t Community is not for: Mar for Review (1) Points (Choose all correct answers) Sharing your ideas about Oracle and our products. Sharing offensive or inappropriate material. (*) Disparaging Oracle, its products, employees, customers, partners or anyone e lse. (*) Sharing offensive or inappropriate material. (*) Interacting with other members of the Oracle Support community. Correct

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) My Oracle Support Community (Answer all questions in this section) 36. The main idea behind the My Oracle Support Community is to connect people and to develop information. Oracle does this by using tools such as discussion forums, document exchange, tagging, searching, and messaging. Mar for Review (1) Points

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True (*) False Correct 37. The Main Community Home page or tab is comprised of a number of regions i ncluding My Communities, Ran , Tags, Top Participants, Community Spotlight, rece nt content, getting started, news and announcements, and events Mar for Revie w (1) Points True (*) False Correct 38. The Main Community Home Page contains lin s to new member orientation res ources, recorded trainings, FAQs, and a variety of other helpful resources for t hose of you just starting out in the communities. Mar for Review (1) Points True (*) False Correct

Oracle Collaborative Support Program (Answer all questions in this section) 39. Voice streaming enables the host to broadcast his voice to attendees, and the attendees can listen to the host either through their telephone or through their PC spea ers. Mar for Review (1) Points True (*) False Correct 40. When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. Mar for Review (1) Points True (*)

False Correct

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) Oracle Collaborative Support Program (Answer all questions in this section)

True (*) False Correct

Oracle Configuration Manager (Answer all questions in this section)

Oracle Support Engineers create them when they connect using OWC. They are automatically created when you log an SR with an RDA output attache d. (*) They are created when you install OCM. They are automatically generated when you run RDA. Your My Oracle Support administrator creates them when they install OCM

42. How are RDA generated configurations created? (1) Points

Mar for Review

41. Oracle Collaborative Support uses industry standard Secure Soc et Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely. Mar for Review (1) Points

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Corrrect

(Choose all correct answers) Auto collected (*) Automatically generated by RDA (*) All of these Configs associated with projects Manually entered Corrrect

Dynamically generated reports based on the systems information gathered by s upport agent. (*) Dynamically generated reports based on the output of Support Diagnostics. One of the Support offerings available to ACS customers. Another name for RDA output. Manually run reports based on the systems information gathered by support ag ent. Corrrect

Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section) 45. Which tab in My Oracle Support should you use to access materials regardi ng the Configuration Manager? Mar for Review (1) Points Collector (*) Knowledge Configuration Service Requests Patches and Updates

44. What is a healthchec ? (1) Points

Mar for Review

43. What are the different types of configurations? (1) Points

Mar for Review

Correct

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0) Why Use The Configuration Manager In My Oracle Support (Answer all questions in this section) 46. I can loo at how the configuration loo s li e on any particular date in the past since the configuration data collection starts Mar for Review (1) Points True (*) False Correct 47. While reviewing details of a configuration, I am able to create a service request without having to go to the Service Request tab in My Oracle Support Mar for Review (1) Points

True (*) False Correct 48. Comparing configuration data between two dates, I will not be able to see contents that has been removed Mar for Review (1) Points True False (*)

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Correct

Last 7 days Last 90 days Last 30 days Since the first collection (*) Only the last 10 collections Correct 50. Thousands of enterprise wide configuration can be filtered by using a My Oracle Support feature called Mar for Review (1) Points No such feature Powerview (*) System Filter Configuration Selector Target Info Viewer Incorrect. Refer to the Why Use The Configuration Manager In My Oracle Sup port training for more information.

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0)

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49. How far bac can I retrieve the historical configuration data? Review (1) Points

Mar for

Service Request Priority Routing Using Configuration Manager (Answer all questions in this section) 51. Which following statement are correct for the priority routing of SR with asociated configuration? Mar for Review (1) Points (Choose all correct answers) Oracle will give a higher priority to your Service Requests when associated with a configuration (*) Provides better information to our Support Engineers (*) Support engineers will wor the SR at 24x7 Troubleshooting is easier and faster than the same type of issue without an associated configuration (*) Correct

How to Escalate a Service Request within Oracle Support (Answer all questions in this section)

Update SR in My Oracle Support and then call into Support (*) Call into the Support Hotline number Update the SR with escalation request via My Oracle Support Via your Oracle Account Manager Correct 53. If you wish to escalate further up the Oracle Management chain what must you have in place? Mar for Review (1) Points Escalation contacts further up your internal organisation (*) An additional business case OCS session arranged Authorisation from your Oracle Account Manager Correct

52. The most effective way to escalate a SR is to (1) Points

Mar for Review

Customer Service Soft-s ills Training Best Practices (Answer all questions in this section) 54. When reviewing communication standards in your company it s important to re view and address the following subject. List all that applies. Mar for Review (1) Points (Choose all correct answers)

Use different vocabularies for addressing managers vs high tech database ad ministrator (*) Develop protocol for conducting and managing conference calls (*) Observe proper etiquette in address customers. (*) Understand how to properly address conflict and issues to defuse emotion (* ) Correct 55. The primary difference between ma ing unhappy customers happy and ma ing happy customers even happier is the point of initiation. With unhappy customers, even if you did not now why they were unhappy before spea ing with them, you c an be certain that you soon will learn the reason for their unhappiness. Once yo u now why they are unhappy, it is relatively easy to plot a course of action to convert them into a happy customer. Mar for Review (1) Points True (*) False Correct

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Test: Oracle Hyperion Planning Support Specialist Assessment

This 60-question assessment test is the final component of the Oracle Hype rion Planning Support Specialist guided learning path. This assessment will allo w you to test your nowledge level of the information learned from the Oracle Hy perion Support courses. Passing a >80% of this assessment ma es you eligible to become an Oracle Hyperion Planning Support Specialist. (v2.0)

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Spea

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

Customer Service Soft-s ills Training Best Practices (Answer all questions in this section) 56. Which of the following statements are true and will ma e happy customers more happier. (Select all that applies). Mar for Review (1) Points (Choose all correct answers) Strive toward ma ing your relationships with your customers true partnershi ps rather than that of just a vendor-customer (*) Understand your customers plans for future utilization, expansion and ma e t he appropriate recommendations for upgrading to newer or different software or r eleases. (*) Keep trac of the things you have done in the past to ma e them happy; do m ore of the same (*) Most customers gladly will accept any documentation or materials you believ e may help them utilize their software more efficiently. (*) Provide your customers with new product or service information before it is widely disseminated. (*) Correct 57. It is good communication practice to train staff to shield customers from internal issues maintain professionalism and confidence when in front of custom er if internal roadbloc s are encountered. Mar for Review (1) Points True (*) False Correct 58. Effective Communication s ills are NOT essential in developing satisfied customers. Mar for Review (1) Points True False (*) Correct 59. Understand the difference between what your customers want and what your customers need helps provide positive customer experience. Providing targeted in formation and advice they can use them to focus more on what they need than on w hat they thin they want. Mar for Review

(1) Points True (*) False Correct 60. Select ALL important points to consider to ensuring a productive relation ship with your customers. Mar for Review (1) Points (Choose all correct answers) Teach the customer how to better interact with your processes (*) Teach and develop time-management s ills for your employees of tas s, urgency vs impact (*) Define and structure service provided milestones (*) prioritization

Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*) Under promise and over deliver (*) Correct

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what is provided and how, time lines,