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Enhancing Support Experience with My Oracle Support

Learn about the future of Oracle support and best practices with My Oracle Support. Explore the benefits of the new support model, personalized service, and faster problem resolution. Discover how to avoid issues, access knowledge base, and leverage automated support capabilities.

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Enhancing Support Experience with My Oracle Support

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  1. My Oracle Support and MetaLink 3:Future of Support and Present Day Best Practices Mirella Gazzoni | Global Customer Advocacymirella.gazzoni@oracle.comOracle Support 

  2. Agenda <Insert Picture Here> • Why it is Changing • What has Changed • Timeline • Call to Action Oracle Corporation – Proprietary and Confidential

  3. Agenda <Insert Picture Here> • Why it is Changing • What has Changed • Timeline • Call to Action Oracle Corporation – Proprietary and Confidential

  4. Transforming the User Experience Support Maturity ModelSimplifying Complexity Reactive Proactive Predictive • 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 • 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 • You’re offered a remedy • You implement the recommended remedy • System outage is averted most of the time   Which support model would you rather have? Oracle Corporation – Proprietary and Confidential

  5. Introducing: My Oracle Support • 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 + • SSPA Best Embedded Product Support 2008 Oracle Corporation – Proprietary and Confidential

  6. Hyperion e-Support Siebel SupportWeb MetaLink Customer Connection Siebel Call Center eBiz 7.8 ITS Customer1 Customer Portal Oracle Customer Support My Oracle Support Siebel Call Center 8.0 Simplified Support Oracle Corporation – Proprietary and Confidential

  7. 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 Oracle Corporation – Proprietary and Confidential

  8. 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 Oracle Corporation – Proprietary and Confidential

  9. Increased Personalization • Powerful information management with increased personalization and knowledge integration via the Oracle My Oracle Support new user interface • Personalize your homepage content for easier access to self-service tools and configuration data • Quickly access your Service Request history with MySRs • Pro-Active Email with Headlines Information capability Oracle Corporation – Proprietary and Confidential

  10. Agenda <Insert Picture Here> • Why it is Changing • What has Changed • Timeline • Call to Action Oracle Corporation – Proprietary and Confidential

  11. My Oracle Support • From 5 sites to 2 sites • From 5 URLs to 2 URLs • Metalink.oracle.com (Legacy Oracle) • Metalink3.oracle.com (Siebel, Hyperion, PeopleSoft, JDEdwards) • One Name – My Oracle Support • Portal still referred to as Metalink 3 until we get them all combined • Next Phase – One Site For All Of Your Support Needs Oracle Corporation – Proprietary and Confidential

  12. Agenda <Insert Picture Here> • Why it is Changing • What has Changed • Timeline • Call to Action Oracle Corporation – Proprietary and Confidential

  13. Phased Roll-out November 2008 June 2008 January 2008 Oracle Corporation – Proprietary and Confidential

  14. Agenda <Insert Picture Here> • Why it is Changing • What is Changing • Timeline • Call to Action Oracle Corporation – Proprietary and Confidential

  15. Customer Call To Action • Register to MetaLink 3 if not done yet! • Attend Training or Review a recorded training session • Tell others! Oracle Corporation – Proprietary and Confidential

  16. <Insert Picture Here> Getting Started with Metalink 3- Registration Oracle Corporation – Proprietary and Confidential

  17. <Insert Picture Here> MetaLink 3 Tour Oracle Corporation – Proprietary and Confidential

  18. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  19. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  20. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  21. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  22. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  23. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  24. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  25. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  26. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  27. MetaLink 3 Organization Oracle Corporation – Proprietary and Confidential

  28. <Insert Picture Here> My Oracle Support Next Generation Oracle Corporation – Proprietary and Confidential

  29. Introducing: My Oracle Support 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 Oracle Corporation – Proprietary and Confidential

  30. Main Dashboard Oracle Corporation – Proprietary and Confidential

  31. PowerView • 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 the Action menu. Oracle Corporation – Proprietary and Confidential

  32. System Health Dashboard Oracle Corporation – Proprietary and Confidential

  33. Inventory and Usage Region Oracle Corporation – Proprietary and Confidential

  34. Viewing a Service Request Oracle Corporation – Proprietary and Confidential

  35. SR and Bug Summary Regions Oracle Corporation – Proprietary and Confidential

  36. <Insert Picture Here> Oracle Support Best Practices Oracle Corporation – Proprietary and Confidential

  37. <Insert Picture Here> Searching the Knowledge Base Oracle Corporation – Proprietary and Confidential

  38. MetaLink 3 - The Knowledge Browser Oracle Corporation – Proprietary and Confidential

  39. Search by Document ID Oracle Corporation – Proprietary and Confidential

  40. Refining Search Results Oracle Corporation – Proprietary and Confidential

  41. Advanced Search Oracle Corporation – Proprietary and Confidential

  42. Advanced Search Oracle Corporation – Proprietary and Confidential

  43. My Oracle Support – Knowledge Tab Oracle Corporation – Proprietary and Confidential

  44. My Oracle Support – Knowledge Tab Oracle Corporation – Proprietary and Confidential

  45. <Insert Picture Here> Personalizingthe User Interface Oracle Corporation – Proprietary and Confidential

  46. Setting Up MetaLink 3 Home Oracle Corporation – Proprietary and Confidential

  47. Choosing Overall Settings Oracle Corporation – Proprietary and Confidential

  48. Setting Knowledge Preferences Oracle Corporation – Proprietary and Confidential

  49. Subscriptions Oracle Corporation – Proprietary and Confidential

  50. PowerView • 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 the Action menu. Oracle Corporation – Proprietary and Confidential

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