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Dave Muirhead Director of Electronic Customer Self-Service Oracle Corporation Dave Muirhead Director of Electronic Customer Self-Service Oracle Corporation

Power Tools, Tips and Tricks: Getting the Most Out of Your Oracle Support Services Power Tools, Tips and Tricks: Getting the Most Out of Your Oracle Support Services

Oracle. Meta. Link Ÿ Ÿ Ÿ Ÿ Top Technical Documents Diagnostic Tools Oracle Support Oracle. Meta. Link Ÿ Ÿ Ÿ Ÿ Top Technical Documents Diagnostic Tools Oracle Support KB search including Bug database Patch download Forums or TAR’s? Oracle Direct. Connect User Administration “My Configs & Projects”

Oracle. Meta. Link – Top Tech Docs Ÿ Your Starting Place – – – Oracle. Meta. Link – Top Tech Docs Ÿ Your Starting Place – – – – Compiled by the “best and brightest” Continuously updated Rich resource for research and problem solving Electronic documentation e. TRM -Electronic Technical Reference Manual Refined/enhanced through PAA - Problem Avoidance Architecture • Learning folded back into top tech docs Support Tools

Oracle. Meta. Link – Top Tech Docs Support Tools Ÿ ACT – Applications Collection Oracle. Meta. Link – Top Tech Docs Support Tools Ÿ ACT – Applications Collection Tool – Top Tech Docs -> E-Business Suite -> Diagnostic Tests Catalogue Ÿ RDA – Remote Diagnostic Agent – Search for “RDA” or “Remote Diagnostic Assistant” (Doc ID 175853. 1) Ÿ Diagnostic Scripts

Oracle. Meta. Link – KB Search • General or Advanced? • General: Keywords are Oracle. Meta. Link – KB Search • General or Advanced? • General: Keywords are combined with “AND” operators. • Advanced allows you to specify several options: • Filter by product, platform, modified date, document ID and chose from the different knowledge repositories

Oracle. Meta. Link – Patch Download Ÿ Find the patches you need – Simple Oracle. Meta. Link – Patch Download Ÿ Find the patches you need – Simple search Ÿ By Patch Number Ÿ By Product Family Ÿ Saved Searches – – – Saved searches Quick Links Advanced search

Oracle. Meta. Link – Patch Download Oracle. Meta. Link – Patch Download

Oracle. Meta. Link – SR’s or Forums? Forums Are… i. TARs Are… Ÿ A Oracle. Meta. Link – SR’s or Forums? Forums Are… i. TARs Are… Ÿ A call for information • For problem mgmt • A public discussion • A one-to-one transaction • Customer answered, Oracle moderated • Oracle support analyst answered • Archived on Meta. Link only • Tracked/measured in Oracle call tracking system • Bulletin board/threaded format • Viewable/searchable by other users • Problem/symptom/ solution format • Only viewable by customers who created them

Oracle. Meta. Link Customer User Administration Ÿ Provides greater control over your company’s Meta. Oracle. Meta. Link Customer User Administration Ÿ Provides greater control over your company’s Meta. Link access – – – Set user access and permissions Create/approve new accounts Remove existing users Ÿ Enhances security – All new registrations with your support identifier must be approved

Oracle Direct. Connect Ÿ Accessible through Oracle. Meta. Link Ÿ Collaborate directly with an Oracle Direct. Connect Ÿ Accessible through Oracle. Meta. Link Ÿ Collaborate directly with an Oracle Support engineer Ÿ A secure encrypted connection between Oracle Support and your system Ÿ Available from Meta. Link for resolving open SR’s Ÿ Coordinate use with the support engineer working your SR Ÿ Chat/Desktop Sharing/File Transfer

Oracle Direct. Connect Oracle Direct. Connect

Oracle. Meta. Link: My Configs & Projects Ÿ Internal Code name “My Support” Ÿ Oracle. Meta. Link: My Configs & Projects Ÿ Internal Code name “My Support” Ÿ Global initiative to move to proactive support Ÿ Provides new capabilities on Meta. Link – – – Ability to manage your support needs by project Ability to catalog your environments Ability to view configuration details on your environments Health check reports based on rules for best practices and supportability Oracle can begin to enable proactive support capabilities Attach Configurations and Projects to TARs for faster resolution

Oracle. Meta. Link: My Configs & Projects “Configs” Ÿ Ability to catalog all your Oracle. Meta. Link: My Configs & Projects “Configs” Ÿ Ability to catalog all your configurations – – Detailed description of business-critical environments Both manual and automated configuration description creation and maintenance Projects can also be associated to configurations Third-party software impact

Configuration Details üSupport Agent Installed on each server üUploads every 24 hrs; low system Configuration Details üSupport Agent Installed on each server üUploads every 24 hrs; low system impact üView detail of configuration information üSecure Encrypted Upload üStored in Meta. Link Configuration Repository

Health check reports for critical areas üChecks against current knowledge base üPresents Findings, Risks Health check reports for critical areas üChecks against current knowledge base üPresents Findings, Risks & Recommendations: Warnings and Cautions! üKey Issues: Availability, Integrity, & Performance üSummary Reports give a comprehensive view of systems üFix problem areas before problems occur!

Oracle. Meta. Link: My Configs & Projects “Projects” Ÿ Ability to manage your configurations Oracle. Meta. Link: My Configs & Projects “Projects” Ÿ Ability to manage your configurations by project – – View your system configurations the way you manage your business Identify Project Contacts & Project Roles Identify milestones and critical dates Project Dependencies

Q & A QUESTIONS ANSWERS Q & A QUESTIONS ANSWERS

Next Steps…. Ÿ Attend “Advanced Support Services: Maximizing the Performance and Health of Your Next Steps…. Ÿ Attend “Advanced Support Services: Maximizing the Performance and Health of Your Systems” Wednesday, 1: 00 p. m. , Juan Jones Ÿ Visit the Meta. Link and Oracle Support Tools demo stations in the Oracle Campground Ÿ Browse here for more information: – – http: //metalink. oracle. com http: //www. oracle. com/support

Reminder – please complete the Oracle. World online session survey Thank you. Reminder – please complete the Oracle. World online session survey Thank you.