For standard warranty coverage, it is Sun Service's policy to dispatch field service to replace a CRU.

False (*)
The operating system supported by the X4540 server includes all the following, except? Solaris 10 5/08 update 5 for SPARC (*) A customer calls into the call center with an issue. He wants to install a 16-Gbyte compact flash card (PN X4680A) on a Sun Blade X6270 server blade and wants to know where the compact flash card socket is located on this server blade. What types of documents provide information to resolve the customer's problem (select 2)? Service manual (*)Installation manual (*) A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Choose which port should be accessed. Serial Management port (*) Which X64 server that uses AMD-based CPUs. Sun Fire X4140 server (*) Which rack mount server supports a service processor on an optional daughter card? Sun Fire X2270 (*) A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Fire X4250 rack mount server, but has misplaced the documentation. The customers immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources, what is the rack unit capacity of this server? Drag and drop your response. Intel-based 2U rack server (*) A customer calls into the call center with a question. The customer wants to prepare a rack for the installation of a Sun Fire X4250 rack mount server, but has misplaced the documentation. The customers immediate needs are the dimensions, weight, and power requirements of this unit. Per your resources, what is the rack unit capacity of this server? Drag and drop your response. Select the action plan that lists the steps taken to solve the customer's problem. Emailed customer with the dimensions, weight and power requirements of this server (*)

A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the problem statement that characterizes the customer's problem. Customer is reporting fan module number 4 failure and is requesting on-site support for replacement (*)

A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. What type of DIMMs does this server support? DDR2 (*) A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the action plan that lists steps taken to solve the customer's issue. Provided customer with memory part number X6322A (*) A customer calls into the call center with an issue. He wants to install a 16-Gbyte compact flash card (PN X4680A) on a Sun Blade X6270 server blade and wants to know where the compact flash card socket is located on this server blade. Select the action plan that lists the steps taken to solve the customer's problem. Provided the customer with the compact flash card socket location based on the Sun System Handbook server blade entry (*)

A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Select the action plan that lists the steps taken to solve the customer's problem. Provided customer with the location of the serial port to access ILOM, along with the default account (root) and password (changeme) (*) A customer call into the call center with a memory upgrade question. The customer wants to upgrade the memory on his Sun Fire X4140 rack mount server and needs to know what 4-Gbyte memory to order. Select the action plan that lists the steps taken to solve the customer's problem. Verified customer's entitlement and determined customer was not eligible for on-site support for replacement. Explained to the customer that warranty coverage does not include on-site support replacement of a CRU part by Sun Services then took customer's order for fan module (*) A customer calls into the call center to ask a question about setting up a server. The customer wants to know which ports to use to configure the server, where the ports are located, and how to access them. Select the problem statement that characterizes the customer's problem. Customer needs to know which port to access to properly set up the system, as well as the system default account and password (*) A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Select the problem statement that characterizes the customer's problem: Customer is reporting that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down (*) Which is not included in FABs? Sun Alerts (*) A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire X4540 Server. Select the action plan that lists the steps taken to solve the customer's problem: Referred to CR 6785026 information into the call and passed the call to the backline for resolution (*) Which document would you use to find the rack mount procedure of the Sun Fire X4270 Server? Sun Fire X4170, X4270 and X4275 Servers Installation Guide (*) A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. What information is key in determining if this document applies to the customer's problem (select 2) ? DIMM vendor model # and date code (*)CPU vendor model # (*) A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Select the document that may relate to the customer's issue: FAB 201511 (*) A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire Which document would you use to find the memory population rules of the Sun Blade X6275 Server Module?. Select the document that may relate to the customer's issue. CR 6785026 (*) A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Select the action plan that lists the steps taken to solve the customer's problem: Referred to the Sun Alert 243486 information in the call and passed the call to the backline for resolution (*)

Which document would you use to find the memory population rules of the Sun Blade X6275 Server Module? Sun Blade X6275 Server Module Service Manual (*) If a customer has a failure of a Sun Fire X4270 Server power supply what link within the system handbook can you reference to find a part number for a replacement ? Full Components List (*) A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. Select the problem statement that characterizes the customer's problem: Customer is reporting multiple single bit errors on 4-GByte DIMMs in his Sun Fire X4600 server (*) A customer called the service center and is complaining that his Sun Blade X6250 server blades on his Sun Blade 6000 Modular System are intermittently shutting down. Which type of document may provide information to resolve the customer's problem assuming you know this problem has occurred before (select 2)? Sun Alerts (*)Field Action Bulletins (FAB) (*) A customer called the service center indicating that the BMC network settings cannot be set for a static IP configuration using BIOS on a Sun Fire X4540 Server. Select the problem statement that characterizes the customer's problem: Customer having problems configuring the BIOS network settings using BIOS (*) A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. Select the document that may relate to the customer's issue: Sun Alert 24486 (*) A customer called into the service center. The customer has a Sun Fire X4600 Server that is logging multiple single bit errors on her 4-GByte DIMMs. The customer was asked to replace the DIMMs and continues to encounter the same problem. Select the action plan that lists the steps taken to solve the customer's problem: Referred to FAB 239645 information in the call and passed the call to the backline for resolution (*) A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server Customer needs to know if IPMI is supported on the X4270 and where she can find Sun documentation on IPMI. (*) A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Assume from the results of your review, the power supply hot swap shows no issues. What are you going to recommend to the customer? Wait for a maintenance period to perform the hot swap of the failed power supply. (*) Which Flash Module removal step is critical to avoid damaging it data? Do not remove the Flash Module while its green power LED is on. (*) A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Which is the document contains the procedures to perform this task? Service manual (*)

Which ILOM command or navigation path can display the current state of the system indicators on a server or server blade? System Monitoring --> Indicators (*) A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. What action may need to be performed before the failed power supply can be removed? Move the cable management arm (*) A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. Which port does the customer need to use to configure the network management port? Serial management port (*) A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Which type of documents should you review to determine if it is safe to perform a power supply hot swap? FABs, Sun Alerts, and Service Manual (*) A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which type of document provides the procedure to perform the replacement task? Service manual (*) A customer called the service center with a question on IPMI. The customer uses IPMI to monitor the state of his servers at her site and wants to know if her new X4270 server supports IPMI, if there is any Sun documentation that covers IPMI and where she can get software to access IPMI's user interface from her new server's OS. Which function is NOT supported by IPMI? Display POST messages (*) A field technician called the service center with a problem on a Sun Blade 6000 Modular System. The system has 4 active server blades. The Sun field technician needs assistance in ordering a replacement X6240 server blade to replace one of the X6240 server blades in the customer's chassis. Which action should does NOT need to be performed in the X6240 removal process? Power down the Sun Blade 6000 Modular System chassis. (*) A customer called the service center and reported an OS error message that indicates that power supply 0 of their X4240 server has failed and is offline. The X4240 is still running but the customer wants to replace the power supply without disturbing the server's operation, to re-establish the power redundancy. Which information can determine whether the Sun Alert 258408 applies to this server? The part number and date code of the power supply (*) Which is the user interface software for the IPMI utility? IPMITool (*) Which source of information is not needed for an initial on-site installation of an X4600 M2 server? Programming Manual (*) A customer called the service center with a question on a server's network management port. The customer is trying to configure his network management port on his X4540 server so that he can access it from his management network. He is not familiar with the network management facility and commands he needs to perform. How would you describe the location of the network management port to the customer? The RJ-45 connector on the rear of the server labeled NET MGT (*)

A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Once onsite to replace the failed fan module what can pinpoint the failed fan module? fan fault LED ON (*) A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Select the problem statement that characterizes the customer's problem. Customer needs assistance in determining the nature of the fan failure message and course of action to take. (*) A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Which fan module and fan board does this sensor belong to? fan module 2 and fan board 1 (*) A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Select the action plan that lists the steps taken to solve the customer's problem. Assisted the customer in locating the X4440 server failed fan module, then recommended that he hot swap the failed fan module, since he has one in stock. (*) Which is not a U-Boot mode of operation? Manual (*) Where is Pc_Check located on the Sun Blade 6000 Modular System? CMM (*) A customer calls the service center with a fan failure message that involves fan sensor fb1.fm2.f0.speed on a X4440 server. The customer wants to know what she should do at this point because the system is up and running. Once the customer locates the physical failed fan module, what do you recommend the customer do? Hot swap the fan. (*) A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Select the action plan that lists the steps taken to solve the customer's problem. Told the customer that the diagnostics manual should list what diagnostics to use. Also told SunVTS test would be a good start. (*) A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic should you recommend that the customer use to exercise the Sun Fire X2270 internal disks from the OS? SunVTS (*) A customer calls the service center with a suspected host memory error and wants to know what diagnostics are available to diagnose the problem on a X4140 server. Which is utility does NOT support host memory tests ?SunVTS Pc-Check POST U-Boot U-Boot (*) A customer called the service center with a critical problem. He has a X4250 server has been crashing intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the upgrade. What information should you the customer dump send to you? Both A and C (*) A customer called the service center with a critical problem. He has a X4250 server has been crashing intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the upgrade. Select the problem statement that characterizes the customer's problem. Customer X4250 server is crashing intermittently since his CPUs were upgraded from a from a X6394A to a X6398A. (*) Which diagnostic tests the SP hardware during SP initialization? U-Boot (*)

A customer called the service center with a critical problem. He has a X4250 server has been crashing intermittently after Sun upgraded his CPUs from a X6394A to a X6398A . He is calling Sun to reverse the upgrade. Which, if any, of the documents listed related to this issue? None (*) A customer called the support center with a supposed disk problem. He wants to know which diagnostics are available to test a disk on a X2270 server. Which diagnostic tests the Sun Fire X2270 SP hardware just prior to the SP boot? U-Boot (*) What is the Net0 Ethernet port used for on a storage or database server? administration (*) The Exadata Database Machine Half Rack configuration now ships with a 3rd Infiniband Switch located at the bottom of the rack. True (*) Select two of the utilities that are available for administration of the Exadata Database Machine. Dcli (distributed CLI) (*)CellCLI (*) The Exadata X2-8 Database Machine is offered in a full-rack configuration only. True (*) Where is the "spine" switch located in the Exadata rack? bottom (*) The customer can choose between Solaris 11 Express and Oracle Enterprise Linux for the Exadata X2-8 database servers. True (*) The Cisco Gigabit Ethernet Switch is used primarily toAdminister the Database Machine (*) The half-rack can be expanded by cabling additional half-racks together. True (*) Which response is considered to be the "building block of the massively parallel Exadata Storage Grid? Exadata Storage Server (*) Cables for expanding up to 3 full racks are included in the shipping materials.True (*) Patches and Updates tab- This functionality has been completely redesigned with the migration from Metalink and Metalink 3 to My Oracle Support. This tab now provides the user with a dashboard centric, Patch Home Page allowing the user to: Search for patches by Patch Number, Product, Product Family and Saved Searches through the Simple Search option (*)Provides Patch Recommendations making it easier to obtain and deploy fixes for known critical issues (*)You will be presented with information about how many customers have downloaded that particular patch. (*)Identifying collections of patches which a customer might want to consider applying as a group. (*) Identify the support model described: This support model support software defects are identified and customers are automatically notified of the potential problem and its impact. Predictive support model (*) This training resource is built for practical real-world situations, allowing you to gain valuable hands-on experience as well as use the presented solutions as the foundation for production implementation, dramatically reducing time to deployment. Oracle By Example (OBE) (*) This stage of Life time Support provides provides you with an extra three years of support for specific Oracle release for an additional fee. Extended support (*) This is Oracle's simple, predictable, and the most comprehensive policy available, it helps drive your business by putting you in control of your upgrade strategy success. Lifetime Support Policy (*)

List ALL what is is available within the Getting Started region. Contains valuable information to assist new users in navigating the portal and to make full use of the portal functionality. (*)You will find an overview of My Oracle Support. (*)Provide links to both pre-recorded and live training sessions. (*)Contains links on how to best utilize the configuration manager. (*) This stage of Life time Support provides maintenance and support of Oracle database, middleware, and application products for 5 years from their general availability date. Premier Support (*) This is another resource containing recorded discussions during which development outlines functionality included within new product releases. Transfer of Information (TOI) (*) List all benefits of using My Oracle Support. Provides you access to the My Oracle Support Community, where you can participate in discussions, and exchange knowledge with an extensive network of peers and Oracle experts. (*)It is Oracle's next generation support platform. (*)It is the single point-of-entry for all interactions with Oracle Support (*)It is an easy to navigate, web-based portal that provides personalized, proactive, and collaborative support. (*) From this region you can drill down to specific dashboard where you will find the details on what each health check was looking at, the potential system issues, what risk is involved with the current setting and suggestions for how to mitigate that risk. System Health Region (*) This region contains the capability to drill down and see the details for any of the systems in your collected configurations. You can compare point in time history of your systems as well, allowing you to identify any changes that have occurred over time. Systems region (*) Lifetime Support supports you at Every Stage of the Applications Life Cycle True (*) It is Oracle's policy to force upgrades after a customer has had 10 years in sustaining support. False (*) Lifetime Support is only Applicable to which of the following Oracle Products? All of the above (*) A "Mutual Customer" under the Multi-Vendor Support Program must have an active support contract with BOTH Oracle and a participating Partner. True (*) which are TSANet relationship levels? Closed Group Agreements (*)Classic or Standard Community (*)Mission Critical Community (*) MVSP can be a replacement for supportFalse (*) As an active OPN member, you are automatical become OPN-MVSP benefit. False (*) Which of the following statements regarding enrollment in the Multi-Vendor Support Program (MVSP) is NOT true? partner should wait to enroll in the MVSP until they encounter a multi-vendor support issue from a mutual customer. (*) Who controls My Oracle Support access for your CSI? Customer Users Administrator for your CSI (*) How do you report a bug to Oracle DevelopmentContact Oracle Support and they will raise a bug with Development if appropriate (*) True or False? Escalating an SR and raising the severity of a SR have exactly the same impact False (*) When can you log a SR via My Oracle Support? 24x7 (*) Which of the following would not be a valid reason to escalate the SR? SR was raised at wrong severity (*)

Which of the following is not the responsibility of a Support Engineer? Educate customers on how to use the products (*) When a problem in an SR is putting a project milestone at risk when would be the most effective time to escalate? 7-14 days before the milestone (*) True or False? The most effective way to escalate an SR is to contact your Oracle Partner ManagerFalse (*) What does escalating a SR mean? Bringing Support management attention to the problem (*) Projects works with Configuration toAllows you to monitor SRs that are attached to a Project (*)Allows you to keep track of issues affecting your milestone (*)Helps you schedule and plan for the roll-out of new Oracle implemenations (*)Allows you to manage the systems you choose to include in a single region (*) My Oracle Support Global Search searchesBoth the Document Body and the Attachment texts (*) Patch Plan shows the planned releases of patches for the different Oracle Product LinesFalse (*) If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means thatYour profile does not include a CSI with configuration data collected/uploaded by collectors (*) What is my Oracle Support Community? It is a multi-channel for sharing information about Oracle products, services, and related technologies (*)It is Oracles multi -channel platform for online collaborative support (*)Its a micro-community within Oracles existing community which includes Oracles Technology Network(OTN) ,Oracle Wikis, Oracle Blogs, Oracle Mix, and a variety of Oracle product related User Groups (*) In the Rewards and Recognition Program of the My Oracle Support Community, the User Reputation Model calculates points based on member participation, document contribution, as well as customer and partner feedback. True (*) This tab in My Oracle Support community shows recently created communities content. Discussions and Documents tab (*) The Main Community Home page or tab is comprised of a number of regions including My Communities, Rank, Tags, Top Participants, Community Spotlight, recent content, getting started, news and announcements, and eventsTrue (*) This is the region where the Community Members can follow as their rank grows through their continued community participation. The Rank region (*) This tab in My Oracle Support community is a way for you to organize and easily find community content. Tags tab (*)

When you enroll for a free eSeminar, the Conference Key is sent through a confirmation email. True (*) Your system must meet the following requirements to be able to run Oracle Web ConferencingWindows 98 or later (*)Pop-up blocking must be disabled in your browser (*)Microsoft Virtual Machine (VM) or Sun JRE (*)Internet Explorer 5.5 or later (*)1024 x 768 screen resolution (*) Oracle Collaborative Support uses industry standard Secure Socket Layer, or SSL, with 128-bit encryption for transmitting encyrpted data securely.

True (*) You can expect the following after requesting for a Service Request escalationAll of the above (*) If you wish to escalate further up the Oracle Management chain what must you have in place? Escalation contacts further up your internal organisation (*) Select ALL important points to consider to ensuring a productive relationship with your customers. Teach and develop timemanagement skills for your employees prioritization of tasks, urgency vs impact (*) Under promise and over deliver (*) Define and structure service provided what is provided and how, time lines, milestones (*) Plan and execute well by focusing on both proactive and reactive techniques to minimize stress (*) Teach the customer how to better interact with your processes (*)

The primary difference between making unhappy customers happy and making happy customers even happier is the point of initiation. With unhappy customers, even if you did not know why they were unhappy before speaking with them, you can be certain that you soon will learn the reason for their unhappiness. Once you know why they are unhappy, it is relatively easy to plot a course of action to convert them into a happy customer. True (*) To help build an effective customer service model for your business its important to identify and build an effective communication and knowledge model based on the similarities and common characteristics of your customers. True (*) What the customers want? Customers want and expect the following from Oracle and its partners. Select all that applies. Be the Center of Attention when they have Needs they want to feel they have

priority and attention when issues arise. (*) expect us to be proactive and to anticipate their wants and needs (*) staff needs to be proficient in all available communication options and know when to appropriately use each (*) Effectively read customers preferred communication style (*)

When reviewing communication standards in your company its important to review and address the following subject. List all that applies. Use different vocabularies for addressing managers vs high tech database administrator (*) Understand how to properly address conflict and issues to defuse emotion (*) Speak in a tone that offers support and confidence. (*) Observe proper etiquette in address customers. (*) Develop protocol for conducting and managing conference calls (*)

Superior Ownership Experience is all about relationships, trust, commitment, communication, doing the right thingTrue (*) Benefits of Customer Soft-Skills training program will enable partners to: Help to develop and improve skills communications (*) Achieve industry leadership (*) Create a supreme ownership experience to their end customers (*) Become recognized part of a high performing organization (*) Better understand customer expectations (*)