Cloud Support Portal Essentials

Oracle Support Essentials Series

Oracle Support Services

 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)

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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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Poll

What features are Included in “Default Access”?

1. My Oracle Support Community only

2. Knowledge Base only

3. Creating SRs and Downloading Attachments

4. Knowledge Base and My Oracle Support Community

Learn More: Essentials Learn More: How-To Videos

Customer User Administrator for Cloud CUA category
Doc ID:2602922.2 (Doc ID 603505.2)

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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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Poll

How Do You Request Access to a Support Identifier?

1. Contact Oracle support.

2. Email your CUA directly.

3. Click “Request Access”, on the “My Account page.

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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

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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

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Example - Knowledge Document

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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

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Community Tab Cloud Customer Connect

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Community Tab My Oracle Support Community (MOSC)

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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

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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

Create Technical SR Create Non-Technical SR

Cloud Service 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

Acts as the title of your SR.

• loss of functionality
• sequence of events
• expected results
• workarounds
Primary Contact Details

John Smith

555-555-5555

name@company.com

E-mail
Confirm 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 – (Multiple Correct Answers)

When should you create a Service Request?

1. For a critical issue

2. After searching the Knowledge Base.

3. After engaging with the My Oracle Support Community

4. As soon as get an error message in your application.

Learn More: Essentials Learn More: How-To Videos

(Doc ID 2602921.2 ) (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

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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
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Poll

Which 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

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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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