Cloud Support Essentials

Oracle Support Essentials Series

Oracle Support Services

Participate Using Conference Controls

Chat Raise Hand Q&A

Chat Raise Hand Q&A Polls

We use Chat to Raise Hand in You use Q&A to We use Polls to

provide updates. response to my ask us questions. ask you
questions. questions

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 support.oracle.com

My Oracle Support Portal Cloud Support Portal

On-Premises Hybrid Cloud Hybrid Cloud

All customers Cloud customers only
support.oracle.com

Cloud Support Portal Essentials

 Cloud Support Portal

Dashboard Community

Service Requests
Knowledge Base

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Support Portal - Learning Topics

1
Terminology
2
Navigation

3
Self-Service Tools
4
Next Steps

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 Terminology
• Support Identifier, SI
• Customer User Administrator, CUA
• Portal Access and Privileges

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What is a Support Identifier (SI)?

Example: 12345678
• Unique product identifier (number)

• Identifies your company

• Identifies products / cloud services

• Unlocks My Oracle Support

application

• Managed by Customer User

Administrators (CUAs)

Copyright 2021. Oracle and/or affiliates. All rights reserved.

What is a Customer User Administrator, CUA?

• Employee from your company

• Approves or denies SI access

• Assign user, portal privileges

• Each SI has a CUA

• Can adds or remove CUAs

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Customer User Administrator (CUA)

I’m the CUA and I’m a user with I have additional

manage user privileges. default access. restricted privileges.

Knowledge Base Knowledge Base

My Oracle Support Community Oracle Support Community
Create Service Requests (SR)
Download SR attachments

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 Portal Navigation and Setup
• Tabs
• Account Settings
• Add and Remove SIs

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Cloud Support Portal

Dashboard
 Switching Between Portals

Oracle Cloud customers can use either portal.

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Tabs | Buttons | Regions

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Accessing Your Account
first.lastname@company.com

Click the Select “My

“My Account” OR Account” from
button the dropdown

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My Account > Support Identifiers

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Add SI to Your Account > Request Access

I need ‘SR Create and Update’ for a new project.

159XXXXX

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Remove SI from Your Account

Highlight row > Remove Selected

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 Using My Oracle Support
• Knowledge Base
• Community
• Service Requests

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Self-Service Tools

Knowledge Base
What is the Knowledge Base?

600,000 documents
• Product documentation 5%
95%
• Alerts and Critical Patch Updates
• Diagnostic and troubleshooting
• Solutions from Service Requests
• Use to learn and self-solve issues

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Search Bar

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Initiating a New Search – Dashboard Tab
first.last@company.com

Type in your phrase, question, error code, Doc ID number

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Initiating a New Search – Knowledge Tab
first.last@company.com

Type in your phrase, question, error code, Doc ID number

• My Services (All)
• Individual service filters
• All Knowledge

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Support Recommended – Information Centers
first.last@company.com

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Information Center (IC)

• Product documentation
• Troubleshooting
• Patching and Updates
• Associated Products
• Specific Information

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Example - Search

How do I Configure Simphony to Work with Labor Management

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Example - Results

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Example - Knowledge Document

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Poll - Searching the Knowledge Base

Do you feel that your current search technique is effective?

Yes

Sometimes

No

Learn More: How-To Video Series Learn More: Knowledge base for Cloud
(Doc ID 603505.2) (Doc ID 2602909.2)

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Self-Service Tools

Community
What is the Community

Cloud Customer Connect

• Answers to your business problems

(One-To-Many)
• Early insight into cloud releases,
roadmaps, and previews
• Participate in focus groups
• Learn/Share best practices
• Share ideas via Idea Labs
• Earn badges and certificates

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Community Tab Cloud Customer Connect

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Community Tab My Oracle Support Community (MOSC)

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Poll - Communities

Are you currently participating in one of the Communities?

1. Yes

2. No

How-To Video Series

https://cloudcustomerconne https://support.oracle.com/epmos/f
ct.oracle.com/pages/home aces/DocumentDisplay?id=1615047.1

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Self-Service Tools

Service Requests
 When to Submit a Service Request (SR)

1. Searched the Knowledge Base

2. Engaged with the My Oracle Support
Community
-----------------------------------------------
3. Experiencing a critical issue

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Service Requests (SRs)

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Technical SRs vs. Non-Technical SRs

Product related

Permissions, Login, License, Entitlement

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Non-Technical Questions | “Contact Us” Link

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Creating a Service Request (SR)
Three Step Process
Service Type
Service Name
Problem Type
Additional – Optional Questions
Problem Summary | Description

Problem Description:
• loss of functionality
• sequence of events that occurred
• expected results
• workarounds
Primary Contact Details

John Smith

555-555-5555

name@company.com

E-mail
Severity Level

John Smith

555-555-5555

name@company.com

Web

Technical Support Policies

Keys to Quick Resolution Time

Collect all of the necessary information

Correctly - identify service type,

- provide details,
- confirm severity
Test out guided resolutions

Stay engaged

My Oracle Support Service Requests for Cloud - Document 2602921.2

https://support.oracle.com/epmos/faces/DocumentDisplay?id=2602921.2
Poll

When should you create a Service Request?

1. When you are experiencing a critical issue and require support assistance to resolve.

2. After you have searched for a solution in the Knowledge Base.

3. After you have engaged with the My Oracle Support Community for a solution.

4. As soon as you experience any issue or get an error message in your application.

Learn More: Service Request Flow Learn More: How-To Videos

and Best Practices (Doc ID 1540335.1) (Doc ID 603505.2)
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 Resources
• Stay Informed
• Learning and Skill Development

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Switch to My Oracle Support
first.last@company.com

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Setting Up Hot Topics E-mail
Name

Take a moment to set up Hot

Topics E-mails after this.

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Additional Training Resources
first.last@company.com

first.last@company.com

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Support Training Programs

Doc ID: 1959163.2

Overview Feature Based Product Advanced

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Questions About Support Portal Functionality?

My Oracle Support Community

• CATEGORY - My Oracle Support
Tools & Training (MOSC)
• SUB-CATEGORY - Using My
Oracle Support (MOSC)
• Moderated by Support Experts:
• Support portal developers
• Support Engineers
• Field Engineers

https://community.oracle.com/mosc/categories/using_my_oracle_support
Copyright 2021. Oracle and/or affiliates. All rights reserved.
Poll

Which Oracle Support Training 0ption Offers Short, Step-by-Step,

Feature-Based Videos?
1. Oracle Support Essentials Series

2. How-To Video Training

3. Advisor Webcasts

4. Oracle Support Accreditation

Copyright 2021. Oracle and/or affiliates. All rights reserved.

Recap

You should now be able to answer these

questions:

1. What is the Cloud Support portal?

2. How do I manage my account?
3. Why should I search the Knowledge
Base?
4. How can participating in the
Communities help me?
5. What Best Practices should you keep
in mind when creating an SR?
6. Where can I access additional training
resources?

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Thank you for
your time today.

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