Tom Wright Customer Support Manager

- World Class, Industry Leading Customer Support

Tom WrightCustomer Support Manager

My Configs & ProjectsNew Metalink Tool

My Configs & ProjectsWhy Are You Here?

• Oracle is introducing an exciting new service capability

• Improve the level of Service to our customers• Faster diagnosis/resolution of issues• Proactive problem avoidance• Online delivery of services• Understanding customer’s business needs and

providing consistent responses and service

My Configs & Projects

Accessible from Metalink

- Key projects or services- Critical information

- Configuration Details- Healthchecks

- Track Changes- Knowledge Alerts

•Define Configs–Auto Config–Manual Config

•Define Projects–Key information–Associate Configs

•Define Projects–Key information–Associated Configs

•Select Your Favorites

•Select Your Favorites•Service Requests

–Logging–Tracking–Reporting

•Where to go

My Configs & Projects Auto Configuration

Customer Configuration Data Repository

New MetaLink Services:- My Configs & Projects- Health Checks- Configuration Data- SR data capture

Existing MetaLink Services

MetaLink Portal• Leverages MetaLink as delivery vehicle

Auto ConfigurationHow It Works

• Runs local on customer machine• Collects customer configuration &

diagnostic data

• Central repository at Oracle Support

• Use for proactive and reactive support

• Enhanced MetaLink portal• Online projects, environments, and

Configs • Proactive Healthchecks based on

best practices

SupportAgent

Customer RepositoryCustomer Repository

MetaLinkUIMetaLinkUI

Auto Configuration

SupportAgent

Host, Storage, Network

Oracle Database

E-Business Suite

Oracle 9iAS

Internet

SupportAgent

@Customer

CustomerRepository

OracleIntranet

MetaLinkMetaLink

Customer views ConfigsCustomer views Configsin MetaLinkin MetaLink

How it Works

Oracle Support9iAS Web 9iAS Web Servers Servers at Oracle DMZat Oracle DMZ

Config Data

Auto ConfigurationSupport Agent

• Features• Automatically collects configuration data for

Database, eBusiness Suite, Application Server, Host, Operating system, Network layer

• Uploads every 24 hours• Installed on each server, HP-UX, Solaris, Linux,

AIX & Tru64• Healthchecks• Fully supported• Secure

Auto Configuration Information

HealthchecksBest Practices

• “At A Glance” Health Check Summary page for all critical issues and alerts

• Database ORA-600 Tool

• Network Advisor

RDA Capture

Product Alerts

Healthchecks – Product Alerts

•Where to go

Getting Started & New Users

Support Agent Down Load

MCP – Manual Configuration

If you need SupportHow to create a SR for MC&P

• Select Product ‘OSS Support Tools’

If you need SupportHow to create a SR for MC&P

• Select Type of Problem ‘Support Agent Install Issue’ or other

Default MCP Permissions

• USERS ARE NOT GIVEN THE ABILITY TO CREATE, UPDATE, OR CLOSE CONFIGS AND PROJECTS BY DEFAULT. Unless/until you grant the "My Configs & Projects Create, Update, Delete" permission to a user that user will not be able to create configurations and projects.

• Permissions are administered by your MetaLink Administrator

Tom Wright Customer Support Manager

Documents

Transcript of Tom Wright Customer Support Manager

Rumen Development and Feeding Management of Young Calves Tom Wright, Dairy Nutritionist, OMAFRA.

Roclarion - Microsoft · 2019. 8. 20. · Meet Tom Wright Tom a recent member of our club told us about his background and his life's journey to The Villages. Tom was born and brought

Customer Service Toolkit - MicroSave · 2018-12-04 · MicroSave Customer Service Toolkit 2 Acknowledgements This toolkit was developed by MicroSave, namely Graham A.N. Wright, David

Expressive music performance system - Tom Wright

IN THE SUPREME COURT TOM LOWELL, d/b/a/ Piano Studios and ... · TOM LOWELL, d/b/a/ Piano Studios and Showcase, Plaintiff-Petitioner, v. MATTHEW WRIGHT and ARTISTIC PIANO, an Oregon

No - st-beghian-society.co.uk 2020 Bull… · Web viewMichael Coffey, President – Michael@golfclubsec.co.uk. Tom Wright, Secretary – tomosbgolf@hotmail.com. St Bees Golf Club.

How Digital Marketers Use Data and Marketing Technologies to Optimize the Customer Experience By Travis Wright

Connecting Customer Journeys - Call Centre Helper · CONNECTING CUSTOMER JOURNEYS Executive Q&A - Featuring Emirates Airline Karen Bell-Wright is Senior Vice President for Retail

The Effect of Customer Loyalty Programs on Customer ......marketing industry. Loyalty programs had become extensive and questionably „ubiquitous‟ (Rowley, 2000). Wright and Sparks

CUSTOMER EXCELLENCE IN CROYDON › sites › default › files › ...Customer excellence in Croydon: Putting the customer at the heart of everything we do 5. Foreword by Tom Jeffery:

Claire Wilson, Debra Wright, Tom Barton

BOATS BUILT BY NORMAN WRIGHT FAMILY · BOATS BUILT BY NORMAN WRIGHT FAMILY 1910‐1 Nirvana Sail No 33 Yacht 1910 Wood Tom Clauston Lost in a fire in1926 at St Lucia Yes 1910‐2

2017 Customer Satisfaction Survey - Wright State …2 CaTS Customer Satisfaction Survey 2017 Please select your primary role: Answer % Response Faculty 16.42% 147 Staff 28.60% 256

Tom Lister Philip A. Wright Paul H. Chappell

The Four R's of Customer Engagement for Marketing Success By Craig Wright

Tom Gersic, Offline Mobile Apps with SmartStore -- Salesforce.com Customer Company Tour New York

Planning the New York Metropolitan Regionnewlondonarchitecture.org/docs/tom_wright-regional_plan_assoc.pdf · Tom Wright President Planning the New York Metropolitan Region. Since

Why Read the Bible Tom+Wright

Panel Discussion of Reporting Needs and Solutions Jackie Andrews Michael Dillon Peter Partell Tom Wright Presented to AIRPO Winter Workshop Albany, NY.

N. T. Wright Bio - Lanier Theological Library · N. T. Wright N. T. (Tom) Wright was born on December 1, 1948 in Morpeth, Northumberland, England. He is a retired Anglican bishop