Freedom fighter warrior test Qs Flashcards
How do you escalate provisioning issues?
CSM’s should guide the Oracle sales team to use the ASK Provisioning Portal to communicate with SaaS Operations Provisioning when something unexpected happens and orders are delayed or direct them to the Cloud Provisioning Confluence Page for more info on the provisioning process, or share the Provisioning Quick Reference Guide with sales that can be shared externally with customers.
Why: To be able to guide Oracle sales on how to assist customers through process of provisioning new or additional SaaS services, and how they can help resolve issues that may arise during the provisioning process. The ultimate goal is to ensure the customer has a smooth purchasing and provisioning experience.
You have been assigned as a CSM to a new customer. Explain CSM services and what value you bring?
Value: Expert advisor along their journey toward achieving their desired outcomes, advocate for the customer internally, help create a success plan to realizing value and ensure implementation happens smoothly. Also, we manage risks, educate the customer to make sure they understand Oracle processes and ensure others are doing their roles effectively.
Services: Operational success: Change Management Guidance Lifecycle Management Enhancement Requests Release Strategy & Management Business success: KPIs and Adoption Plan Advisory Product Feature Adoption Advisory Consumption & User Adoption Review QBRs
What is the purpose of the Onboarding presentation and when should it be executed and used?
- Purpose - To introduce the Oracle Customer Success Role and begin educating customer on Oracle Cloud processes, policies, and best practices , intro to the cloud and to resources, working with support and maintenance to make customer begin the path to self-sufficiency
- When should it be executed and used:
• In the engagement phase early on during implementation after introduction of the CSM and after kick-off meeting
Explain the Initial Implementation Checkpoint (IIC) process?
The Initial Implementation Checkpoint is a process used to identify RISK in an implementation project, within two weeks of the implementation project kick off.
This requires the CSM to collect and review project artifacts (Project kickoff slide deck and Project Scope) to assess potential risks, prepare IIC Findings Deliverable and review internally with CSM Management and CoE, then review with the partner Project Manager/SI, then a meeting with customer and partner project managers/SI to review and provide provide Oracle Cloud implementation best practices, and make recommendations. Finally ensure CLM is updated with the findings and completion of the milestone.
What areas are evaluated for go-live readiness?
- Go-Live readiness Planning: Is a detailed Go-Live Plan in place? When is the Go/No Go meeting scheduled?
- Change management: Is the user community ready for Day 1? Is Change Management progressing as per Plan?
- Cutover to production
- Reports: Verified that custom reports have been made available.
- Post go-Live Help Desk/Support: Very that admin able to register appropriate USERS with Oracle Support “MOS”
- Month End Close Schedule/Support
What does the customer need to have in place to support their organization post go-live?
– Cloud Service Management – Cloud Account Management - Cloud Adoption Management - Release/Update Management - Helpdesk/Super User - Business Process Owner - Communications/Training Management - Security Management
Why: Post go-live, Oracle Cloud customers should staff their own internal help desk to support the timely resolution of business and technical questions, requests and issues from their user community.
How would you address the situation where a customer is planning to go live, and you don’t think that they are ready?
Complete Go/No-Go Decision Checklist, review with the customer as they prepare for their go/no-go meeting and approach their planned go-live date.
This review should be performed towards the end of testing, and prior to the date of the Go / No Go Meeting.
Checklist components include: Ensuring UAT scripts signed off – Sev1 & 2 issues resolved – Verify help desk is in place
Objective:
To review and validate the Go / No Go decision criteria to evaluate the Customer process in making the decision to go live or not go live with the applications in scope.
Customer Value:
The Customer is prepared to properly evaluate the project aspects required to be completed prior to going live.
What is the value of a success plan to our customers and to the CSM?
The creation of a Success Plan embodies buy-in from the stakeholders. The tracking of the Success Plan produces documentation of the events and metrics being tracked and the progress against these stated components of the Success Plan. The engagement fosters all parties focus and momentum in reaching their stated objectives within the Success Plan.
Value to Oracle/CSM: Achieving measurable business outcomes which is likely to lead to renewals and expansion.
Please describe the main elements that are found in the success plan template and should be in your presentation to the customer?
Elements:
Executive summary – overview of current relationship between Oracle and the customer
Operational objectives – Self-sufficient operation of the Lifecycle Management (LCM) for Oracle Cloud
Business objectives – Business objectives the customer is looking to satisfy through the Oracle solution.
KPIs – Quantifiable metrics tied to business success objectives.
Task Tracking – tied back to operational objectives
Governance Plan – outlining roles and responsibilities from customer stakeholders
- CSM Recommendations
Provide a few examples of what Lifecycle Management skill areas are part of our definition of Operational Success? What are some of the services we provide to help customer become self-sufficient?
Quarterly Release Strategy, services include Cloud Onboarding, Release Management Review
Regression testing, services include release change planning, Customer connect
Success Planning, services include Success Plan Creation, Monthly Operational Review
- Service Administration, service includes: Cloud On-boarding
Your client is struggling to understand the value of Release Change Planning. To help them understand the value of the service briefly tell us why we offer this service?
Release Change Planning provides suggestions and guidelines for customers to consider when planning for the regular update and change schedule of their cloud portfolio.
Help increase customer efficiency in the update process
Help avoid costly errors
Help to emphasize the importance of adequate testing
Must every feature be implemented when it becomes available in the production release?
No, only break/fix. New features may be optional, but at some point, may become mandatory
- Any new feature/function should be discussed for potential impact to the business
- If new feature/function adoption is optional, discuss the benefits to the business
- Prepare for any “break/fix” updates that impact the business
- Create a Testing Plan for mandatory and optional features being implemented and note that the mandatory updates have a two week testing window before they’re loaded in production.
Detail the tools a client could consider when reviewing new features that have been made available by Oracle?
- Release Webinars
- CSM / SME Release Management Review
- Release Readiness Website
- product documentation
- O-tube, videos
- YouTube
- Training
- Customer Connect
Explain the value delivered to the customer through the Release Management Review service?
Increase product adoption and renewal rates. Also, an opportunity to note key benefits of the latest release to the customer and provide a use case to them to show why it is important.
Release Management Review will include: o Feature Summary o New Features at a Glance o Actions Required by Customer, or Automatic o Scale of Impact (Small, Large)
How often should a CSM conduct a Release Management Review?
Quarterly at a minimum - In line with product release schedules, some products have monthly releases, if this is the case RMRs should be held monthly.
