Cloud Support Portal Essentials

Oracle Support Essentials Series

Oracle Support Services

Cloud Support Portal Essentials
Oracle Support Essentials Series

Oracle Support Services

Session Topics

1 2
Cloud Support Review and update
Portal Overview. My Account.

3 4
Search Knowledge Participate often in
to Self-Solve. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.

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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
Cloud Support Review and update
Portal Overview. “My Account.”

3 4
Search Knowledge Participate often in
to Self-Solve. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.

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 https://support.oracle.com
Login

Login

Support Links
Switch to Cloud Support

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Dashboard

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Main Pages

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Accessing Your Account

Click “View
OR
“My Account” Accounts”

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Support Identifiers Table – Support Identifiers (SIs)
Unique product identifier; identifies company, support level, and products/cloud services; portal access.

* Support Identifier Administrators Request Status Role Service Requests SR Attachments

12345678 View Approved User Create and Update Download All

87654321 View Approved User None Restrict/Limit

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Support Identifiers Table – Customer User Administrator (CUA)

* Support Identifier Administrators Request Status Role Service Requests SR Attachments

12345678 View Approved User Create and Update Download All

87654321 View Approved User None None

CUSTOMER USER ADMINISTRATOR (CUA)

• Your company’s SIs are managed by a Customer User Administrator (CUA).
• Employee from your company.
• Approves or denies SI access and assigns portal user privileges.

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Customer User Administrator (CUA)

CUA User User

Manages user Default Default and
privileges. access only. Restricted.

Knowledge Base Knowledge Base

My Oracle Support Community My Oracle Support Community

Access

Service SR Patches Assets

Requests Attachments
Create and Download All Download View
Update

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Support Identifiers Table – Service Requests (SRs)

* Support Identifier Administrators Request Status Role Service Requests SR Attachments

12345678 View Approved User Create and Update Download All

87654321 View Approved User None Restrict/Limit

Service Requests (SRs)

• Request for Assistance from Oracle Support.
• CUA must grant you this privilege for you to create a technical SR.

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Who is the CUA?

* Support Identifier Administrators Request Status Role Service Requests SR Attachments

12345678 View Approved User Create and Update Download All

87654321 View Approved User None Restrict/Limit

I am on a new project and

need to create SRs for this SI.

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How to Add SIs

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

159XXXXX

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How to Remove SIs

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Learning Topic: Account Settings

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Q & A?
Self-Service Tools

1 2
Cloud Support Review and update
Portal Overview. “My Account”.

3 4
Search Knowledge Participate often in
to Self-Solve. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.

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Working Effectively With Support

Self-Service Tools

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

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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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Knowledge Base - Search Technique

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Improving Your Search Technique

1 Action Component Vehicle type

How do I replace the alternator on my truck?

2 Action Component Year, make, model

How do I replace the alternator on 2007 Toyota Tacoma truck?

If 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, and details.

• Goal: Get the most targeted results from your
initial search.

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Search Filters

Type your phrase, question, error code or Doc ID

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Information Centers

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Information Centers – Product Focused Content

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Search Results

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Search Additional Oracle Sites https://www.oracle.com/search

• Blogs
• Technical
Resources
• Oracle Learning
Library
• Help Center

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Can you search outside of My Oracle Support?

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

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Abstract Example

Log into My Oracle Support

to access document.

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Learning Topic: Self-Service Support Tools

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Q & A?
Communities

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 What’s Cool about Community?

• 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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Which Community Platform is Right For You?

Oracle Cloud Customer Connect (CCC)

• Cloud Service content
• https://community.oracle.com/customerconnect

My Oracle Support (MOSC)

Your question cannot be
• Primarily on-premises content
moved from one community
• https://community.oracle.com/mosc platform to another.
• Home page: Discussion Forums > Cloud
Services
• Examples:
• Oracle Hospitality OPERA Cloud
• Fusion Cloud Services
• EBS on Oracle Cloud

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 How do you find
Communities Link > Cloud Customer Connect content?

Step 1
• Click on “Communities” same-page link.
• Select Cloud Customer Connect.

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Search First

Step 2
• Click the Search Icon to open the search field.

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Type a Search in oracle-ccc

Step 3
• Create a search and possible matches appear
• Click any item to review in the target community or Ideas Lab

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Categories and Subcategories

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Select Category and then Subcategory

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Ask Question on Subcategory page

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Customer Connect Forums are Public

Forum content is searchable

Delivered reports/analytics for Work Life

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Learning Topic: Community Options

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Q & A?
45
45 Copyright 2022. Oracle and/or affiliates. All rights reserved.
 When to Submit a Service Request (SR): Best Practices

1. Search the 2. Engage the Cloud 3. Create SR if critical issue

Knowledge Base. Customer Connect OR cannot find a solution
Community. on your own.

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Two Types of Support Issues

Create Technical SR Create Non-Technical SR

• Permissions
• Login
• Product related
• License
• Entitlement

Copyright 2022. Oracle and/or affiliates. All rights reserved. [Date]

Technical SRs vs. Non-Technical SRs

Technical SR Privilege Create Update View

Create and Update X X X

Read Only X

None

Non-Technical SR Privilege Create Update View

Create and Update All Users Your Own Your Own

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Contact Us Link

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Key Topics for Creating (Technical) Service Requests

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

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Well-Defined Service Request

Cloud Service Name Cloud Environment

Problem Summary Problem Description

Exact Error Codes Files & Diagnostics

Business Impact … other information

Create a well-defined SR Avoid delays

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Your Name
Your Name
Your Name
Your Name
 Your Name

Guided Resolution
 Your Name

Acts as the title of your SR.

loss of functionality , sequence of events , expected results, workarounds

 Your Name

Acts as the title of your SR.

loss of functionality , sequence of events , expected results, workarounds

Your Name

Acts as the title of your SR.

loss of functionality , sequence of events , expected results, workarounds

Technical Support Policies

SR Status: Changes Frequently

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

OWNER ACTION
Customer Needs Attention: Oracle Support is waiting for you to update SR.

Oracle Support Oracle Working: Next action is owned by Oracle Support.

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Chat

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Learning Topic: Service Requests

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Q & A?
Training

1 2
Cloud Support Review and update
Portal Overview. “My Account”.

3 4
Search Knowledge Participate often in
to Self-Solve. Community.

5 6
Create complete Locate and
Service Requests. Leverage training.

Copyright 2022. Oracle and/or affiliates. All rights reserved.

68 Copyright 2021. Oracle and/or affiliates. All rights reserved.
 Overview Feature Based

Product Advanced
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Learning Topic: Learning Links

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Q & A?
Recap: Can you answer these questions?

1. What is the Cloud Support Portal?

2. How do I manage my account?
3. Why search the Knowledge Base?
4. How can Communities help me?
5. What are SR Best Practices?
6. Where can I find training resources?
Thank you for
attending!

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