Oracle Support Presentation

7/23/2019 Oracle Support Presentation

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My Oracle Support - Overview

Joey Hanlon

Regional Support Advocate

Customer Support Education


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This document is for informational purposes. It is not a commitment

to deliver any material, code, or functionality, and should not berelied upon in making purchasing decisions. The development,

release, and timing of any features or functionality described in this

document remains at the sole discretion of Oracle. This document in

any form, software or printed matter, contains proprietary information

that is the exclusive property of Oracle. This document and

information contained herein may not be disclosed, copied,reproduced or distributed to anyone outside Oracle without prior

written consent of Oracle. This document is not part of your license

agreement nor can it be incorporated into any contractual agreement

with Oracle or its subsidiaries or affiliates.


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Agenda

My Oracle Support

Configuration Manager

My Oracle Support Community

Personalize My Oracle Support

Searching for Knowledge Summary

Q&A


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Leveraging Support Resources

My Oracle Support


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System goes down

You call Support

You wait for Support to call

back

Support calls you back

You download and install a

patch

System is eventually

recovered

Reactive

Proactive

Predictive

Support notifies you of the

latest patches

You figure out which

patches apply to your

system

You download the new

patches

You install the new patches

System outage is averted

some of the time

Specific software defect is

identified

You are automatically

notified of the potential

problem & impact

Youre offered a remedy

You implement the

recommended remedy

System outage is averted

most of the time

Which support model would you rather have?

Support Maturity ModelSimplifying Complexity

Transforming the User Experience


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Simplified Support

Siebel Call Center 8.0My Oracle

Support

Customer Portal Oracle Customer Support

ITS

MetaLink

eBiz 7.8

SiebelSupportWeb

Customer1

CustomerConnection

Siebel Call

Center

Hyperion

e-Support


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Next Generation Support

Embedded Configuration Management

Extensive Knowledge Base &

Communities

Personalized & Proactive Service

Outcome: Customer Success

25% problems avoided

40% faster problem resolution

30% faster service request creation

97% of problems resolved quicker

with targeted knowledge

Webstar Service Excellence Award 03-07

Introducing: My Oracle Support

SSPA Best Embedded Product Support 2008

+


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Faster Problem Resolution

Quick access to the information you need with our

new personalized dashboard Robust knowledgebase and powerful self-service

tools

Enhanced Service Request (SR) management


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Extended Preventative, Automated

Support Capabilities

A simpler, faster, easier way to maintain your Oracle

systems Simplified configuration management solutions such

as Software Configuration Manager

Automated HealthChecks and Product Alerts


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Increased Personalization

Powerful information management with increased

personalization and knowledge integration via theOracle My Oracle Supportnew user interface

Personalize your homepage content for easier access

to self-service tools and configuration data

Quickly access your Service Request history withMySRs

Pro-Active Email with Headlines Information capability


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My Oracle Support

Graphical

View of

SystemHealth and

Critical

Patches

Based onYour

Environment

Graphical

View of

Inventory

and Usage

Quick Accessto Tips and

Tricks. Many

Customizable

Drop In

Regions

Latest

Breaking

News

Systems Are

Prioritized

Based On Which

System

Configurations

Have Critical IssuesNeeding Attention

Page and Regions

Refreshed

Dynamically Real-

Time

Personalized View Of

Your Service

Requests

Based On What YouNeed To Do Today

Targeted

Knowledge

Based On Your

Specific System

Configurations

Manage Your

Projects At A

Glance


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My Oracle Support

Functionality

Configuration Manager


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My Oracle Support Configuration Manager

A Support capability that automates configuration information

exchange between Oracle and our customers enabling faster

resolution and proactive detection of issues that our customers might

encounter. My Oracle Support utilizes core configuration managementcapabilities available from Oracle Enterprise Manager and provides:

The ability to define configurations and organize projects

A view of System details and changes

Create, track, and status Service Requests Advanced Knowledge Management capabilities

Proactive problem avoidance with HealthChecks

Proactive Product and Security Alerts

What is it?


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Configuration ManagerWhat Data is Collected?

Captures information about:

Host

Oracle Software and Patches E-Business Suite Patches

Database and iAS Patches

Third party software inventory

Access to this data is limited by: Hardware

System Software

Oracle Product Information

Collected data does not include:

Business Transactions

Passwords

Control Sensitive Information


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Support

HTTPS

Customer Site

Cancel

OracleSupport Live Link

OracleLive Link helpsOracle provideyou timely andfocused Support.

A smallamount ofinformation about your environment issentto Oraclesupport tobetter handle your requests.

Tosee an exampleofthe information, select thislink.

Oracle LiveLink Oracle Live Link

EnableOracleLiveLink

Disable Oracle Live Link

Simple install/command UI

Knowledge

Management

ProxyServer

OCM: The Big Picture

My Oracle Support

SCM

Config View

Oracle CCR


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Configurations

Security and Privacy Concerns

Customers see the same data as Oracle

Primary access is by Oracle Product Support

Data is used by Product Support to improve the customer level of

service

Data collected is hardware, system software, and Oracle product

information

Data does not include business transactions, passwords, or control

sensitive information


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Software Configuration Manager:

Features and Benefits

Rich interactive experience

Drag and drop, customization, context-sensitive menus, live data

updates, advanced charting, more

Advice

Best practices, summary-level and detailed

Health checks

Patch alerts

Dashboard views

Single contextual views for Inventory, Advice, SRs, Related News,

Headlines

Live Reporting Understand inventory, usage and deployments, service requests,

etc.


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Viewable Configuration Info

For Database For Applications


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Collaborate

My Oracle Support Community


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Oracle Blogs

My Oracle Support

CommunityOracle

User Groups

Oracle Partner

NetworkOracle Technology

Network/Ospace

Oracle Wiki Oracle Mix

Oracle Community ExpansiveMembership

ComplementaryTrusted

Community

Oracle Customers &Partners are

encouraged to bemembers of multipleOracle Communities

Oracle Community

More Channels = More

Knowledge

Customer & PartnerDriven Participate in

the Community Evolution

Community


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Why Participate?

Consume

Learn from the community -> Increase your expertise

Personalized access to the collective intelligence of yourcommunity members

Rapid resolution via access to the expansive network of

resources

-> More time to focus on your business!

Collaborate

Connect Connect with the experts Your peers and Oracle combined

Expand your network!

Communicate Share information with your network Hear about what is going in the industry - attend events, pod

casts, etc. to stay ahead

Exchange ideas & best practice information

Post questions and obtain answers

Exchange knowledge


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Launching Page


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Home PageCommunities

List

Recent content (discussions, documents, etc.)

Events

Top Participants

Announcements(highlighting content,people, etc.)Recent content (discussions, documents, etc.)


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PersonalizeMy Oracle Support


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Main Dashboard


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Main Dashboard Personalization

Click on theCustomize Page tab inthe upper right hadcorner of theDashboard to addadditional regions tothe Dashboard


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Filtering Options

Filtered by

Support Identifier

Product

Resulting in exactly what you want to see

You can now create/modify

PowerView filters directly

from the content attributes

of a specific region via theAction menu.


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Detailed System


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System Health Health Checks and

Patch Advice


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Page-Sensitive Task Help in 4 Languages Videos , Articles, Links

Getting Help


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Main Dashboard


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Inventory and Usage Region


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Service Request Region


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Viewing a Service Request

B S R i


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Bug Summary Region


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Projects Region


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Project Dashboard


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Dashboard News and Notes /

Knowledge Articles

T k A i R i


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Task Associate Region

K l d T b


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Knowledge Tab

See Metalink note #562691.1 for more information on Knowledge Home and Searching

S i R t T b


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Service Requests Tab

See Metalink note #562691.1 for more information on Service Request Creation and Home page


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Patches and Updates Tab


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Community Tab

Reports Home Page Tab


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Reports Home Page Tab

I t d U D t il P


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Inventory and Usage - Details Page

To change from graphical view

Service Requests Report


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Service Requests Report

Getting the most out of


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g

My Oracle Support


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My Oracle Support

Search

Techniques

SCM K l d B P


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SCM Knowledge Browser Page

Listed under Support Tools, or go to My Oracle Support Note421295.1

M O l S t R h O ti


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My Oracle Support Research Options

Value to you:

Get the exact answers you need

Save time

Search in all categories Or search in specific categories

Knowledge Base

Bug Database

Technical Forums Or by a specific ID #

Knowledge Base Document ID #

Service Request #

Error Code Patch #

Quick Search Capability


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Quick Search Capability

Improved Search Filters


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Improved Search Filters

Advanced Search


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Advanced Search

Knowledge Tab


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o edge ab

See Metalink note #562691.1 for more information on Knowledge Home and Searching

Customer Knowledge Exchange


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Customer Knowledge Exchange

What is it?

A space in My Oracle Support dedicated to showcasing documents

written by customers and published in Oracles public knowledge

base. Links on the Knowledge Browser home page

Who has access to the documents?

Documents are available to +300,000 customers, partners and

employees who have a My Oracle Support account.

What do customers get for contributing?

Monthly reports that show how often their documents are being used

and the feedback we are receiving.

Ability to influence the knowledge exchange program by providing

valued feedback.

How to Submit an Article Submittal process can be found on the CKE page by clicking the

Submit Here link.

Summary


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y

Personalize My Oracle Support, use Hot Topics email tokeep up to date

Quick Search & Advanced Search, both with additional

filters Use the Knowledge Browser, and Search within product

Begin utilizing the new features in Configuration Support

Manager

Provide feedback to help us keep improving My Oracle

Support


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Thank You !

Oracle Support Presentation

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