My Oracle Support Essentials

Oracle Support Essentials Series

Oracle Support Services

My Oracle Support Essentials
Oracle Support Essentials Series

Oracle Support Services

Session Topics

1 2
Navigate in My Review and update
Oracle Support. My Account.

3 4
Search the Participate often in
Knowledge Base. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.
Participate Using Zoom Features

Chat
We publish links here. Click
link and bookmark resource.

Q&A
You can post questions to us
at any time.

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Navigation and Account Settings

1 2
Navigate in My Review and update
Oracle Support. My Account.

3 4
Search the Participate often in
Knowledge Base. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.
www.support.oracle.com
Tabs & Regions

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Switch to Cloud Support
 Cloud Support Portal

Cloud Support
portal home page.

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Tab Customization

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9
Accessing Your Account

Click your
login name.

Select “My
Account.”

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Settings Tab – My Account Page – Support Identifiers Table

12345678
87654321 None

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 Support Identifiers

Role

1234567
8
8765432 None
1

SUPPORT IDENTIFIER (SI)

• Unique product identifier
• Identifies company, support level, and products or cloud services.
• Provides access to My Oracle Support.
• Your company’s SIs are managed by your Customer User Administrator or CUA.

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 Customer User Administrators (CUA)

Role

1234567
8
8765432 None
1

CUSTOMER USER ADMINISTRATOR (CUA)

• Employee from your company
• Approves or denies SI access
• Assigns portal privileges
• Each SI has at least one CUA
• CUA can add or remove CUAs

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Customer User Administrator (CUA)

I am the CUA and I am a User with I have additional

manage user privileges. default access. restricted privileges.

Knowledge Base Knowledge Base

My Oracle Support Community My Oracle Support Community
Create Service Requests (SR)
Download SR Attachments
Download Patches
Admin Assets
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 Assigned Privileges for Technical SRs

SERVICE REQUEST (SR)

• A request for assistance from Oracle Support

Role

1234567
8
8765432 None
1

Technical SR Privilege Create Update View

Create and Update X X X
Read Only X
None
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 Identifying A CUA

Role

12345678
87654321 None

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Adding an SI to Your Account | Request Access

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

159XXXXX

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Removing an SI from Your Account

Highlight SI row > Remove Selected

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Learning Topic: Navigation and My Account

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Q & A?
Self-Service Tools

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Navigate in My Review and update
Oracle Support. My Account.

3 4
Search the Participate often in
Knowledge Base. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.
Working Effectively With Support

Self-Service Tools

• Learn Get
Create
Help
Search Ask in
Ask a
• Find Answers Service
From
Knowledge Base Question?
Communities
• Self-Solve Support
Request

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Knowledge Base: What is it?

• Collective knowledge of Oracle’s

support and field engineers
• Solutions from Service Requests, SRs
• Diagnostics and troubleshooting
• Product documentation and training
• Best practices and proactive tools

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Knowledge Base: Why should you use it?

• Solution may already exist

• Save time – not submitting an SR
• Articles based on customer SRs
• Support Engineers use it
• 95% of Customers use it
• Frequent updates

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Improving Your Search Technique
Action Component Vehicle

How do I replace the alternator on my truck?

2007 Toyota Tacoma truck?

• Year
• Make
• Model

If your search is too broad, you will not get the correct results.

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Creating a Well-Structured Search in the Knowledge Base

Action Product Release

How do I update Oracle Database 19C?

• Natural language
• Multiple words
• Details

Goal: get the most targeted results from your initial search.

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Global Search Bar

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Initiate a New Search

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

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Information Center (IC) - Catalog (50.2)

Focused content
• Troubleshooting
Grouped by product • Install, Patching Dynamic pages
• Known issues
• Popular documents

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Live - Demo

Knowledge Base Favorites

Search Example Managing Favorites

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Can You Search Outside My Oracle Support?

YES
Many knowledge documents can be found with a brief abstract.

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 Abstract

Log into My Oracle Support

to access complete document.

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Learning Topic: Knowledge Base

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Q & A?
Community

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Navigate in My Review and update
Oracle Support. My Account.

3 4
Search the Participate often in
Knowledge Base. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.
 My Oracle Support Community, MOSC

• How do I (non-urgent) questions

• One-to-many dialogue
• Collaborate with Oracle Support
experts and global peer group
• Share solutions / best practices
• Use to self-solve issues
• Ideas Lab

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 Search First

Best Practice #
1
Search for your
question first.

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MOSC Search: Content is Highlighted During Search

Your Search

Location

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 Examine the Results

Additional
My search
filters

Search
results

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Help Center

Need help?
Leverage resources in
the MOSC Help Center.

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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
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Learning Topic: Communities

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Q & A?
Training Resources

1 2
Navigate in My Review and update
Oracle Support. My Account.

3 4
Search the Participate often in
Knowledge Base. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.
 Submit a Service Request (SR): Support Best Practice

1. Search the 2. Engage with the 3. Critical issue OR

Knowledge Base Community cannot self-solve

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Service Request: Types

• Product related

• Permissions
• Login
• License
• Entitlement

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Non-Technical SRs: Privileges

Create and Update privilege for

Non-Technical SR:
• Create – All users
• Update SR – Update your own
• View SR – View your own

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Contact Us

Hi John

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Key Topics: Creating Technical Service Requests

1 2 3
Proactive actions SR creation Stay engaged with
before you log SR process flow Oracle Support

47
Well-Defined Service Request

Product and Version Support Identifier (SI)

Environment (Cloud) Serial #, Hardware

Error Codes Files & Diagnostics

Problem Summary
Business Impact
and Description

Decrease the need and time to request additional information.

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SR Creation

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Service Requests (SR) – Template

4 Step Process
https://support.oracle.com/epmos/faces/DocumentDisplay?id=1540335.1

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STEP 1 - What is the Problem?

Simple and concise

Detailed description of the issues including:

Loss of Functionality
Expected results
Exact steps to reproduce the issue

Displayed in log files or the Oracle application

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STEP 1 - Where is the Problem? | Tabs
Select a tab that aligns to
your Product / Service.

• Displayed tabs depend on Support Identifiers (SIs) in your profile.

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STEP 1 – Issue Type

Description
of Severity
Levels

Technical Support Policies

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STEP 1 - Where is the Problem? | Problem Type

Select the option that most

closely matches your issue.

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STEP 1 - Where is the Problem and Guided Resolutions

Select the option that most

closely matches your issue.

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STEP 2 - Where is the Problem and Guided Resolutions

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STEP 3 – Additional Information
BEST PRACTICE
• Upload relevant files.
• Add important details.

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STEP 4 – Validate Contact Details | Submit

User with SR “Create and

Update” access for this SI.

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After You submit your SR – Monitor SR Status

Best Practice
Stay engaged with
Oracle Support to keep
your SR moving to
solution.

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Learning Topic: Service Requests

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Q & A?
Grow Your Skills

1 2
Navigate in My Review and update
Oracle Support. My Account.

3 4
Search the Participate often in
Knowledge Base. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.
Set Up Hot Topics E-mails

Self-service feature you can customize to receive email

alerts for support content of interest.

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 Make Selections

Take a moment to set

up Hot Topics E-mails.

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How to Access Training Programs

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Support Training Programs

Overview Feature Based

Product Advanced

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Learning Topic: Additional Training or Questions

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Q & A?
Grow Your Skills

1 2
Navigate in My Review and update
Oracle Support. My Account.

3 4
Search the Participate often in
Knowledge Base. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.
Thank you for
attending!

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