Oracle Cloud Support

L1 Accreditation

Study Guide Use this content along with the video learning series.

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Welcome

Videos Study Guide Exam (80%) Let’s get started.

Thank you for choosing to invest your learning time in Oracle Cloud
Support Level 1 accreditation.

This content is delivered as a series of video modules, suggested

links to additional resources, and this study guide.

Design your learning experience.

You are the architect of your learning experience, so use these
materials in whatever combination helps you achieve a great
experience.

You can watch all or some of the videos, use the study guide, and
then take the exam. Or, just review the content in the study guide
and check out some of the suggested resources. Or, if you are a
seasoned expert, jump right to the exam.

We want you to enjoy learning with us and get the value of the best
practices, tips, and resources to help you support your products.

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Accreditation Resources

Study Guide • Best Practice: Use the Comment/Sticky Note feature to add comments and
questions to your study guide for follow-up.
• Thank you for deciding to include Oracle Support Accreditation as part of
your learning experience. • Right-click anywhere on a page or use the Add Sticky Note icon on the
toolbar to create a note.
• The content in this accreditation is fast-paced and targeted to experienced
users actively using My Oracle Support and Cloud Support portal core
functions on a regular basis (including logging service requests).

• Use your Study Guide along with the learning content to prepare for your
exam.

• This study guide provides links and information to help you get the most
from your learning experience, so please refer to it throughout your
accreditation.

• Make sure the content and level of information is right for your current level
of experience. If any topic is new to you, take time to study it in more detail
before continuing.

Resources
• My Oracle Support How To Video Series – Doc 603505.1.

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Series Modules

Series Oracle Cloud CUA and Support Oracle Cloud Searching in Cloud Accessing Oracle
Introduction Support Policies Identifiers Support Portal Support Portal Communities

SRs in Cloud MOS for Cloud Search and Browse SRs in My Oracle Bug Management Accreditation
Support Portal Users in MOS Support in MOS Series Summary

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Module Checklist
I have completed
Module
this module
01 Introduction to Oracle Cloud Support Accreditation

02 Oracle Cloud Support Policies

03 Customer User Administrator and Support Identifiers

Track Your Progress 04 Oracle Cloud Support Portal Introduction
• We recommend completing the modules in order. 05 Searching in Oracle Cloud Support Portal
• As you navigate through the series, check off modules
you have completed using a Sticky Note. 06 Accessing Oracle Communities

• If you need to take a break, you can easily resume 07 Create and Manage Service Requests in Cloud Support Portal
your accreditation at any time.
08 Introduction to My Oracle Support for Cloud Users

09 Searching and Browsing in My Oracle Support

10 Creating and Managing Service Requests in My Oracle Support

11 Bug Management in My Oracle Support

12 Recap and Summary

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User Profiles
• John is a project manager, and his company has a cloud subscription.
• He was recently added to a new IT project and was informed by the project
lead that he would be logging service requests.
• He needs to review My Oracle Support to verify the differences as compared
to the Cloud Support portal. He has been using the Cloud Support Portal to
log service requests and also needs to effectively use My Oracle Support.
John’s cloud service is Oracle Taleo Enterprise Edition.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
• Susan is a functional user with general privileges to search the knowledge
base and use My Oracle Support Community.
• She often needs to search My Oracle Support for her role and wants to build
her search expertise to find content based on her objective and product. Just
like in the Cloud Support portal, she can choose a product and enter a search
term.
• As part of John’s extended team, she will follow one or two specific
communities to help the team have maximum coverage across communities
of interest. The team plans to share the latest community updates at the
weekly staff meeting.
7
Module 1
Introduction to Oracle Cloud Support
Accreditation.

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01 – Introduction to Accreditation
• Welcome to Oracle Cloud Support Level 1
Accreditation.
• Oracle Cloud Support Accreditation delivers a
targeted learning experience to increase your
expertise.
• As a Cloud portal user, you need to leverage
both the Cloud Support portal and the My
Oracle Support portal.
• We will highlight functional differences so you
can use both portals effectively.
• The content will help you build proficiency with
portal basics, refresh and expand your
knowledge, and provide easy-to-implement
best practices that deliver immediate impact.
• Each module builds on your current knowledge
of Oracle Cloud Support and introduces
recommended best practices.
• Examples are based on users leveraging the Create folder toolkits
support portals to meet their business
objectives. • To store links from oracle.com, create a
browser-based bookmark folder.
• If you need help with the basics, we will also
highlight additional in-depth training in the My • For content within My Oracle Support, click the
Oracle Support How To Training Series, Doc Favorite icon and use Manage Favorites to
603505.1. organize your content.
• You will need about 3-4 hours to complete the
primary learning content and the exam.
• Our videos short and to the point: we will
identify a core function, remind you of the
basics an experienced user should know,
identify resources for your toolkit, and
summarize.
• Our goal is that you can easily and quickly adopt
these practices into your business.
• Accreditation Community – Oracle Support
Accreditation (MOSC)
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Module 2
Oracle Cloud Support Policies and
Documentation.

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02 – Terms to Know

Cloud.oracle.com My Oracle Support

• One-stop-shop for all Oracle Cloud service lifecycle management • Primary navigation portal created for Oracle Support access.
needs.
• Includes toggle to switch to Cloud Support portal at any time.
• Initial access to Oracle Cloud Support starts here.

Support Identifier (SI) Customer User Administrator (CUA)

• Your key to the Cloud Support Portal. • Individual designated by your organization who manages user access
by approving or denying requests on a specific SI.
• Your SI displays the products you have access to and the contract
end date. • Typically, each SI will have multiple administrators.

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02.1 – Support Policies and Documentation for Cloud
• As an experienced cloud user, you probably use
portal features without thinking about your
policies.
• You may not think about them regularly, but it is
important to be able to locate and understand
your support policies.
• Customer responsibilities – as per the service
policy, Oracle Cloud Support specifically
addresses issues around break/fix,
environmental issues, scheduled upgrades or
specific questions/answers for the cloud
solution.
• Use case: John checks his support policies and
accesses the online documentation.
• Create a service request through the support
portal and Oracle Support will investigate your
issue: Oracle Cloud Technical Support Team
(product issues) | Oracle Cloud Development
Team (product defects) | Oracle Cloud
Operations Team (system issues).
Build Your Toolkit
There are many helpful resources related to Oracle
Cloud – here are a few to check out:
1. John reviews cloud.oracle.com and bookmarks
it for his toolkit.
2. Next, he navigates to the Oracle Cloud Services
page. He also bookmarks this page for his
toolkit.
3. From Cloud Service Documentation, he selects
Oracle Program Documentation and then Cloud
Documentation.
4. He can locate support policies on oracle.com
from the Menu: Support and Services > Support
Policies and Practices > Technical Support
Policies and review applicable selections.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Best Practices
• Know how to work effectively with Oracle
Support. Be sure to access the Getting Started
region on the My Oracle Support dashboard for
new content and links to support phone
numbers. My Oracle Support Resource Center
for New Users, Doc 1959163.1.
• Stay informed about your Oracle products and
services by leveraging Twitter, My Oracle
Support Blog, and marking documents as
Favorites in My Oracle Support and enabling
Hot Topics Email notifications for those
documents.
• Automate information delivery to save you time
and keep you up to date.
12
02.2 – Working Effectively With Support

Best Practice: Learn as much as you can about the best ways to
interact with Oracle Support.

Check out this resource for helpful information – Working Effectively

with Oracle Support Best Practices, Doc 166650.1.

You will find available webcasts, information on the Cloud Support

portal, and links to support policies.

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Module 3
Customer User Administrator (CUA)
and Support Identifiers (SI).

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03 – CUA and Support Identifiers

The Customer User Administrator (CUA) is the administrator for your

account. This person is your primary contact for gaining access to
the Cloud Support portal and My Oracle Support portal.

The recommendation is to have a minimum of two CUAs per Support

Identifier.

• Customer User Administrator (CUA) – Doc 1544004.1.

• Group Support Identifiers here – Doc 1569482.1.

Your Support Identifier provides access to services in the Cloud

Support portal and to products in My Oracle Support.

Both portals have a My Account feature that displays your

associated SI and your access levels associated to the SI.

• My Account > SI – details of Services and Contract End date.

• My Account – displays the SI and your Access Levels.

Use case: John is a project manager and his company has a cloud
subscription; he was recently added to a new SI and will be logging
service requests for his project.

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03.1 – CUA and SI Best Practices
Validate Support Identifiers
• John should validate his current support identifiers and services he can
access. He opens My Account in Cloud Support and locates his Support
Identifiers and their associated services (Support Identifier License
Information).
• He can click the Administrators link to engage his CUAs if he does not see the
Support Identifier he needs. Alternatively, he can click on Switch to My
Oracle Support and use the Contact Us link to request help from Oracle
Support.
Request Additional SI Access
• Cloud Support – John wants to be added to the SI the project team set up.
He checks his access in My Account and locates the Request Access button.
• He provides a reason for access in the dialogue box – i.e., I’m now assigned
to project xyz in IT and have been asked by the project lead, Mary Smith, to
log service requests for this SI. Thanks for approving me.
• He enters the SI and submits the request. The CUA is more likely to approve
the request if the business reason is clear.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Enable SR Updates in Email
• My Oracle Support – Enable automated SR email updates in My Oracle
Support. John is often in meetings and wants to stay up to date on his SRs.
He logs into Cloud Support and switches to My Oracle Support.
• From My Account, Support Identifiers – he clicks the check box for each SI in
the SR Details column. His CUA needs to fully enable this feature before John
sees the updates.
Develop a CUA and SI Strategy
• Develop a CUA and SI strategy.
• Have an organizational strategy to ensure redundancy in the CUA role and
management of who can access your data via Cloud Support or My Oracle
Support.
1. Know your company’s policies for CUA and SI management.
2. If your role changes, check your SI access and privileges.
3. Use SI Groups when assets and users are split over SIs.
16
Module 4
Oracle Cloud Support Portal.

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04 – Cloud Portal Introduction
• Oracle Cloud Support users asked Oracle to
build a central place where they could engage
with Oracle Support services using a more
simplified view instead of the traditional My
Oracle Support portal experience. The gateway
to Oracle Support is https://support.oracle.com.
• When you log in, you may be presented with
the My Oracle Support portal home page. No
problem – just click Switch to Cloud Support
from the top navigation.
• If you log out and log back in, you now have two
options on the Sign In page. From here, you can
select between Cloud Support or My Oracle
Support as your default portal.
• Best Practice: Set your default login to Cloud
Support portal.
• Help menu – From the top menu in Cloud
Support, click on Help for documentation for
Oracle Cloud Support Portal. This is an extensive
resource that documents the features and
functionality of the Cloud Support portal.
• Personalization – Located under your name is
Personalization and My Account.
Personalization allows you to set your language,
preferred contact method, language to use
when creating a service request, your time
zone, and you can indicate if you are using
accessibility features. Just apply your changes to
save. Revert your changes to default standard at
any time.
• My Account – To view your address and contact
information, click My Account. Take a moment
to validate that your information is accurate.
Best Practice: Validate your phone number. This
is the number that will be automatically
populated into the phone number field of your
service request.
• Home Page – There are four menu options:
Dashboard, Service Requests, Knowledge, and
Communities. The dashboard is designed to
provide fast access to service requests. Any SR
you have created is located under My Service
Requests. SRs logged by your peers with the
same SI are under My Company’s Service
Requests.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
• Best Practice: If you do not see an SR you
created, it usually means you do not have
access to the SI the SR was created against.
Reach out to your CUA to see if they can assign
you to the SI. If you need help, switch to My
Oracle Support and click Contact Us to create a
service request (explain what SI you need
access to).
• Best Practice: Address service requests that are
in the status Needs Attention as quickly as you
can. Oracle Support needs your update to
continue working your issue and provide a
solution. Clicking the SR Number link will
display the SRs which need attention.
The SR display is a fixed layout for both My
Service Requests and My Company’s Service
Requests. In the final column, you can trigger
the Create Service Request process for a
specific Service Type.
18
 Locate Personalization and My
04.1 – Cloud Portal Introduction Account under your name
Help Menu

MY.NAME@COMPANY.COM
Four menu
options

Fixed Layout for

the Service
Request Regions

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Module 5
Searching in Oracle Cloud Support
Portal.

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05 – Searching in Cloud Support Portal
• Finding information quickly and easily is
important to all users, especially users that
frequently use the portal as part of their role.
• Searching on the Knowledge tab – You may
search the knowledge base for many reasons:
– Investigate an issue
– Find information on an error message
– Learn about a service or product
– Locate a specific Information Center or
Support Center
• Did you know more than 50% of service
requests are resolved with existing knowledge
articles? The answer you need may already be
in the knowledge base.
• Good search technique brings known solutions
to you and helps you solve issues.
• Best Practice: Develop excellent search
technique to fully leverage the knowledge
solutions.
• Knowledge is divided into two parts – Search
Area and the Services you have.
• You will only see the Services on the Cloud
Portal knowledge tab that you have purchased.
If you have more services than displayed, use
the blue arrow on the right to navigate.
• Best Practice: Recognize the knowledge icons to
quickly identify the type of knowledge in your
search results. Hover over an icon to see a
description.
• Best Practice: When searching, enter your
search phrase and then select your service.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
• Search example #1: Web services for the
database cloud do not seem to be working.
• Type in the search string.
• This search is a question/phrase rather than
one word and enables the search engine to
locate all possible results rather than a less-
targeted result set.
• Next, select the appropriate Service. For this
example, Oracle Database Cloud Service.
• Your search phrase is displayed in gray in double
quotes above the results.
• The results are from the knowledge base source
of content. Looking from left to right, the search
results all have a uniform look.
• If you want to mark a document as a favorite or
provide feedback on the document, note the
Document ID and switch to My Oracle Support
to perform those functions.
21
05.1 – Searching in Cloud Support Portal
• Search example #2: Fusion Applications Supply
Chain Management.
• Select My Services (All) rather than selecting
one service.
• The results return Information Centers (IC icon).
• This is a great resource with dynamically
created tabs and sub-tabs that group content
together under specific headings.
• Best Practice: Not sure where to start your
search? Try an information center as these
documents are a great way to learn about a
product, service, or task. Most information
centers also have links to the most popular
community discussions.
• Searching both portals – if you use both My
Oracle Support and Cloud Support portal, you
will notice a few differences in search results.
• Cloud Support portal searches on a document
ID and will show every document that has a
reference to the Doc ID you enter.
• Cloud Support search results do not include
community discussions.
• If you cannot find what you need in the
knowledge base, you can engage community.
• Help menu – the options change depending on
the tab. For example, on the Knowledge tab,
the Help options relate to searching. This
feature is available on every page in the portal.
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Module 6
Access and Use Support Community
Options.

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06 – Access and Use Community

• Use case: Most of John’s colleagues use the portals and log service requests.
They recently met as a team to review the product communities and select
several to follow as a group.
• Part of their weekly staff meeting will be brief updates from each person on
their designated community. This is an easy way to share relevant details
without each team member following each community.
• We will follow John as he navigates communities in both portals. He is aware
that community is a great place to post questions to other cloud users and
engage with Oracle Support.
• Tip: Users need to register to access a community if outside the My Oracle
Support community framework. For example, the Taleo Learn communities.
John has already registered for Oracle Cloud Customer Connect. He can see
upcoming events, community discussion forums, review the calendar of
upcoming events, maintenance windows, and post questions.
• John starts in the Cloud Support portal and clicks Community.
• He selects Human Capital Management (HCM) and is transferred to My
Oracle Support Community. He can see the static community banner at the
top that provides access to the community Space List, his personal profile,
actions, activity, and inbox.
• He has already followed the best practice of updating his profile, adding a
photo, avatar, and user name, and sharing a bit about himself. He has
already received points for updating his profile.
• John can check the Reputation tab when he views his profile to learn more
about earning points, badges, and building his reputation.
• This demonstrates his skills and knowledge to other users in community.

John can use the static navigation bar in community to navigate from one
community to another and move between Cloud Support Portal and My
Oracle Support portal communities.

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06.1 – Community Best Practices
Focus Area Best Practice Tip
Content of interest • Follow content of interest – either a community discussion or a sub-space (follow a
discussion within a community to reduce email). Following a community highlights the
community in SPACES YOU FOLLOW for quick access.
Stay Informed • Manage how you stay informed about community spaces. By default, any post will be
displayed in your activity connection stream.

Sub-Space • Navigate to the sub-space first before posting your discussion.

Questions • Use the Community FAQ link to learn more about community. In our example, John decides
to follow Oracle Community – How To FAQ.

Learn Community • Learn the community functionality before you need it. Review resources like My Oracle
Basics Support Essentials Series Schedule, Doc 553747.1 and My Oracle Support Community How
To Series, Doc 1616733.1 if you need help with the basics.
Use KB and Community • Use the knowledge base and community in combination to find answers to your questions
and issues.

Using Community • The best way to find what works for you is to make some selections and then update them
at any time to adjust your preferences and how you like engaging with Community.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 25

Module 7
Service Requests in Cloud Support
Portal.

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07 – Service Requests in Cloud Support Portal

• Best Practice: Avoid logging services by first leveraging knowledge search • The SR process in the Cloud Support portal is one step (or up to three steps).
and My Oracle Support Community.
• It is possible that if the issue doesn’t have attachments and you have
• Users need the correct access level to log and see service requests. provided all the details, that it can be submitted on the first screen.

• A technical user needs SR Create and Update privilege for the SIs for the
Cloud Service products to view them in the Cloud Support portal.
• View your current access level from My Account in the Service Requests
area.
• Common issue: you logged an SR but cannot see it on the dashboard.
Troubleshoot: 1) Confirm you have Create and Update access for SRs; 2)
Check the product name.
• Only Cloud Services are viewable in the Cloud Support portal. If you can’t
resolve, switch to My Oracle Support and use the Contact Us link to log a
service request.
• This is not the case with the My Oracle Support portal.
The Process
• Create Service Request, Service Type, Problem Type, Problem Summary,
Description (I am attempting to do X and then Y happened and I expected Z),
Severity.
• Review all the details, confirm if you want to add attachment, and then
Submit.
• The SR is now created and you can see it on the dashboard.

• An SR can be triggered from the dashboard using Create Service Request. By

reviewing My Company’s Service Requests, you can see the number of open
SRs on a given product.

• Best Practice: Always check the open SRs prior to creating a new SR.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 27

07.1 – SR Severity in Cloud Support Portal

If you select Severity 1, you need to include contact information:

• Manager: Enter the manager name and phone number. This
person needs to be somebody available and reachable any time.
• Backup: Identify the backup contact for the SR. This user needs
to be registered for the same SI.
• Note: If the contacts are not able to be reached, the SR will move
out of the 24x7 work time.

Best Practice: Update all SRs in Needs Attention status as Oracle

Support is waiting for your update in order to continue. Frequently
check this status. As the SR owner, it is your responsibility to monitor
and update the service request.

Best Practice: Get mobile. Leverage Mobile My Oracle Support when

you are away from your desk or office. Use your smart phone to view
and update service requests. To learn more, go to Mobile My Oracle
Support, Doc 1683083.2

Severity 4 – No loss of service

Severity 3 – Minor loss of service
Severity 2 – Severe loss of service
Severity 1 – Complete loss of service

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 28

07.2 – Request Management Attention to Your SR
• During the SR process, you may feel your SR is
not progressing.
• Start by being proactive. Take time to validate
your problem statement, business impact, and
severity in your SR:
 Are all variables accurate and detailed?
 Are there any milestones documented
against the SR or support identifier?
 Is there an actionable workaround?
• Please note this is not a replacement for the
standard due diligence for the user to create
and maintain an SR through the investigation.
• In most cases, we believe you can work through
your issue with your support engineer following
standard processes. However, if you feel that
you cannot get the progress you need, please
take advantage of this option.
• You can request management attention by
updating the SR or calling your local support
number.
How can we help
• Management attention brings the right you today?
resources to your SR, improves the
communication process and creates an action
plan to resolve your issue.
• Learn more: How to Request Management
Attention on a Service Request, Doc 199389.1.
• This recommended document provides details
to help you understand when to request
management attention, how to request it, what
to expect, and the benefits.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 29
Module 8
My Oracle Support Portal for Cloud
Users.

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08 – Dashboard Example

Customize Your Dashboard

John needs to review My Oracle Support to verify the differences as
compared to the Cloud portal. He’s been using the Cloud Support
Portal to log SRs and also needs to effectively use My Oracle
Support. He logs in and then switches to My Oracle Support.

John clicks Customize Page on the upper right, selects Add Content
and the service request regions. He knows that customizing his
dashboard is about personal preference and how he works best. It’s
easy to update his region selections at any time.

Best Practices:

1. Customize dashboard to align with your role and drive

productivity. As a cloud user, John will only use some of the
available features and his dashboard may look different from
a user that generally uses My Oracle Support. Tip: most
regions can be customized with the exception of News.

2. Have the Getting Started region on your dashboard as it

contains a variety of key resources.

3. Review the Existing Users link (Getting Started) to find out

what’s new in each release of My Oracle Support.

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08.1 – Overview and Recap of My Oracle Support Portal
• Tabs – the number of tabs you see depends on
the Support Identifiers associated with your
account.
• As a cloud user, you will have access to the
Cloud Support portal based on your SIs. If you
have more tab options than the space available,
they are located under the More tab.
• Global content – the top section displays global
content and appears on every page in My
Oracle Support. The search options shown (the
Global Search) is about searching the
knowledge base.
• When you are on a specific tab like Patches &
Updates, there is an additional search option
available for searching within those topics
What’s Different?
• A core difference between Cloud Support and
My Oracle Support is the ability to make
content as a favorite, create folders to organize
your favorites, and enable email notifications to
stay informed when your favorite content is
updated.
www.oracle.com
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Role of Customer User Administrator (CUA):
• My Oracle Support – approve and manage user
access; manage and Group SIs; enable SR
Details for the SI. Cloud Support Portal –
approve and manage user access.
My Account:
• John can check his current Support Identifiers,
level of access, view his CUAs, request access to
additional SIs, and enable SR updates in email.
32
08.2 – Toolkit and Hot Topics

Build Your Toolkit

Best Practice: John will build his personalized resource toolkit using
Favorites and Hot Topics Email notifications.

Let’s follow the actions he takes:

• Create a Cloud HCM documents folder in Favorites.

• Search for Cloud HCM.

• Finds a document of interest (in this case, a white paper).

• Click the star to mark it a favorite.

• Adds this link to his new folder.

Now that he has set up his toolkit folders, he follows the best
practice of enabling Hot Topics Emails.

From My Account, Hot Topics Emails, he selects products based on

his interests.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 33

Module 9
Search and Browse in My Oracle
Support.

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09 – Searching and Browsing in My Oracle Support
• Best Practice: Take the basic training available
for searching, parts 1 and 2 – How to use My
Oracle Support How To Training, Doc 603505.1.
• Ensuring you have a solid understanding of
basic searching is foundational for this module.
• There are more than 500,000 active knowledge
articles. And, there are over 9 million searches
per month, resulting in over 12 million article
views.
• More than 50% of service requests are resolved
with known solutions from the knowledge base.
• Objective for users: find relevant content to
answer your questions, quickly and easily. The
full value of My Oracle Support is delivered to
you when you find what you need.
• Global Search is available on most tabs and it
searches the knowledge base. If you search
using the Global Search, results are displayed
on the knowledge tab for most searches.
• For best results, enter a phrase or a set of key
words. For example: “My Oracle Support
Training” in quotes will provide results with this
exact phrase.
• Best Practice: Review the Tips provided above
the search results to improve your search.
When your results are displayed, you can
change your search results by clicking on the
sources above the search.
• Best Practice: Think about exactly what you
need to make sure your results are targeted and
effective. For example: on the Knowledge tab,
select your product under Search & Browse on
the Knowledge Base region. Your product plus
search term will provide a more specific and
targeted result to your question.
• Portal differences: My Oracle Support search
includes content from My Oracle Support
Community for Cloud Services. There is co-
located content around functions that users
often perform (information center with
dynamically created content).
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
• When searching in My Oracle Support, you can
click the star to make any document a favorite
and add it to your cloud toolkit.
• Best Practice: Mark content as a favorite and
enable Hot Topics Email notifications to stay
informed when your favorite content changes.
• Most users start their search by entering a key
word in the global search. The search engine
provides the best results if you type a phrase or
question. A list of suggestions is displayed
based on your input. The size of the list is
managed under Settings.
• Susan can also use Help to find out more about
searching – from the Knowledge tab, the help
suggestions will relate to searching.
• Ask questions in My Oracle Support Community.
Space List – My Oracle Support Platform
(MOSC) > Using My Oracle Support (MOSC).
35
09.1 – MOS Search Example

Susan often needs to search My Oracle Support for her role.

She wants to build her search expertise to find content based on her
objective and product. Just like the Cloud Support portal, she can
choose a product and enter a search term.

From the Knowledge tab (Search & Browse), she enters ‘How to set
up attributes’ as the search and then Oracle BigMachines CPQ Cloud
Service as the product. Because she has ‘how to’ in her query, she
will see many of the ‘how to’ knowledge articles.

To narrow down the search, she adds ‘text’ to her query – how to set
up text attributes. When the search results are updated, she now
sees what she needs.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 36

Module 10
Service Requests in My Oracle
Support.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 37

10 – Creating Service Requests in My Oracle Support
• Best Practice: Whenever you can, avoid logging
a service request. You can often resolve
questions by leveraging the searching function
and My Oracle Support Community.
• Your access level and the products listed on
your SI determine your ability to create an SR.
• Best Practice: Check My Account and click SI to
view products and validate you have SR Create
and Update status and the right SIs. One of the
main reasons users run into issues is they do
not have the correct access level or the correct
support identifier associated and approved for
their account.
• Best Practice: Gather all the data for your issue
BEFORE starting the SR process. Have a fully
developed, detailed problem description – what
happened, users impacted (users and
locations), exact error message, single or
multiple occurrences, is the issue reproducible,
and if anything changed in the environment
before the issue was noted.
• Let’s cover the process to log a new Service Working with Severity
Request in My Oracle Support.
• The severity definitions are the same as
• You can go to your Service Requests region on previously covered in this Cloud Support portal
the dashboard if you have that set up. module.
• Or, navigate to the Service Requests tab and • Selecting Severity 1 will display an agreement
then the Service Requests region. message.
• This is a matter of personal preference. • You need to input your manager and back-up
contact (your back-up needs to be associated to
• Just click Create SR to get started. The SR
the SI and a registered My Oracle Support user).
workflow is a step-by-step process.
• Best Practice: Establish your contacts before
• This framework helps users easily input all
you need to log a severity 1 issue. An error
information necessary for Oracle Support to
message is displayed if the back-up user name
begin the investigation.
you input is not associated to the SI.
• Creating a configuration request is the same
process as logging a service request – the
difference being in the problem type where you
would select and enter a configuration.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 38
10.1 – Working with Severity

Working with Severity

• The severity definitions are the same as previously covered in this
Cloud Support portal module.

• Selecting Severity 1 will display an agreement message.

• You need to input your manager and back-up contact.

• Best Practice: Establish your contacts before you need to log a

severity 1 issue. An error message is displayed if the back-up user
name you identified is not associated to the SI.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 39

10.2 – Creating Service Requests in My Oracle Support
Guided Solutions – Some product type selections will generate a guided solution. You will see a message on the screen that a guided resolution has been
activated. This is a series of questions that trigger off your reply to the previous question. There may be a known solution that you can implement.

Let’s take a look at some additional recommended Best Practices:

Make yourself available for Chat in My

Leverage guided resolutions when available
Oracle Support. This is a quick and easy
and always carefully review any suggested
way for the Oracle Support engineer to
solution. It may solve your problem (avoid
ask questions or ask you to test a
an SR) and avoid additional work.
possible solution.
Leverage Guided Make Yourself Available
Solutions for Chat

Become an SR Get Mobile for

Expert Your SRs

Become an expert on service While away from your desk or

requests. Access basic training workspace, make use of Mobile My
materials on My Oracle Support How Oracle Support to get updates and post
To Training, Doc 603505.1 (SR tab). updated on open Service Requests.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 40

Bonus Content: Creating Your Fully Qualified SR
If users need to log an SR, a recommended best practice Search the Gather Data for
is to ensure it is a fully qualified SR. That means it knowledge base your SR
includes a complete set of facts about all aspects of the
problem and any relevant log files or results from issue
replication. The objective is to avoid significant back-
and-forth dialogue with your support engineer to fully Ask the Log your Fully
define your issue. Community Qualified SR

Develop Your Fully Qualified SR – Get Your Issue Moving to Resolution ►►►
ACTION DETAILS
Gather • Before you initiate the new SR, gather data that Support will need to start working your issue – exact error message, log files, screen captures of what
information for you or your users are seeing, detailed business impact of the issue.
your SR • Best Practice: If you note an unusual behavior with your product, go ahead and grab a screen capture. You may be able to solve it with known solutions,
but this screen capture may be important to a future SR. If you are not able to reproduce the issue, this is your evidence of the problem. Note the day,
time, user actions, and results observed.
Problem • What is the problem – Your problem statement should be very specific.
Statements • Users impacted – One user unable to complete a process is different from all users are unable to conduct business. Are users completely unable to
perform a function or just limited in performing the function. Only users with XYZ privilege or role.
• Occurrence – Just a single time? Happens repeatedly? Only happens when XYZ occurs.
• What happened before the issue – Any change in your environment? Patch applied? New users added/removed from system? Upgrade? Process
change? Do you have a clear date of when it last worked?
• Can you reproduce – Is the issue reproducible? Have you tried to reproduce? If so, what happened?
• Actions you took – After the problem was noted, did you apply any solutions or changes? Apply a fix? Change a setting? Reboot the system? Add or
remove a user or parameter? Roll-back a fix? Change a user’s privilege?
Products, versions, • Be sure your selections match your set up. These details ensure your issue gets to the right engineer with the right product knowledge and avoids a
systems delay if SR needs to be re-assigned to the correct product team.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 41

Module 11
Bug Management in My Oracle
Support.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 42

11 – Tracking Bugs in My Oracle Support
• Some service requests are logged for issues which turn out to be defects or
bugs in the product.
• Once the bug ID is created, it may be available in My Oracle Support for you
to view. This is based on rules established by the product development
teams.
• Note: bugs are not viewable in the Cloud Support portal.
Locate Bugs
• A quick way to locate Cloud Service bugs is to search from the Cloud Support
Center. For example, the Taleo Enterprise Edition Support Center lists the
defects/bugs from the most recent releases and also latest known issues.
• In My Oracle Support, type ‘Taleo Enterprise Edition Support Center’ in the
global search box, and you will see the support center in the results –
Support Center: Oracle Taleo Enterprise Edition (TEE), Doc 1552573.2.
• Click on ‘All Recruiting Products’ and then the Defects link under the tab row.
For this example, we will pick a bug to track – Unable to launch Oracle TAP
on Android device (Bug 19047712).
• Click the star to mark this bug a favorite.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Options to Monitor and Track Your Bug
• The best approach is based on personal preference.
 Option 1 – Mark the bug a favorite and enable Hot Topics Email
notifications to send you an email update when the bug changes.
Set it up: Start from My Account, Hot Topics Emails: for content to
include, select ‘Bugs I’ve marked as favorites’ and then Apply.
 Option 2 – Mark the bug a favorite and track via the dashboard (Bug
Tracker region). This will display a summary of the bug you are tracking.
Clicking ‘Add Bugs’ will add bugs you have marked as favorites.
Set it up: to add the Bug Tracker region, select Customize Page on the
Dashboard tab, the Add Content. Locate Bug Tracker in the Add Content
list and click Add. Then close and close again. The Bug Tracker region is
now on your dashboard. Click Add Bugs to add the bug you just marked
as a favorite.
 Option 3 – Leverage both Option 1 and Option 2
• Bug Tracker region can track bugs you mark as favorites while searching and
bugs that are associated to a Service Request you marked a Favorite.
• A bug is displayed (both open or closed) and remains in the Bug Tracker
region until you unmark it as a favorite.
43
11.1 – Tracking Bugs in My Oracle Support

Bug Tracker Region

To search for bugs in the Bug Tracker region, enter search criteria in
the Search box within Bug Tracker, click the magnifying glass and
then click Advanced to filter the bugs displayed.

For example, you can review by SR, SI, status, update date, or SR
severity.

• Click the X on the Bug Tracker to close the advanced filter.

• Click the View menu to add or adjust the data columns, change
column order, or export your bug list.

• To view the details of a bug, click the Bug Number link.

• If the bug is associated to an SR, click the Related SR link to view

the details.

Best Practice: Mark bugs of interest as favorites to view in the Bug

Region and enable Hot Topics Email notifications.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 44

Module 12
Recap and Summary of Oracle Cloud
Support Accreditation.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 45

12 – Accreditation Summary and Next Steps

Key Points
Understand the core functions of both My Oracle Support portal and
the Cloud Support portal for best results.

Know the differences between the portals and when each option is
right for your scenario.

Make use of the online help available.

Using your browser bookmarks, establish a bookmark folder called

Cloud Toolkit and store the policies, Oracle Contact Numbers, the
URLs to communities and other oracle.com content.

Click the star icon to make content a favorite, and use the Hot Topics
email notifications to stay informed when your favorite content is
updated in My Oracle Support portal.

Adopt a practice of searching the knowledge base and asking

questions in the community for the “How to” type of questions or
questions about documentation.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 46

12.1 – Review Portal Differences
Cloud Support My Oracle Support
Dashboard • Default layout for Cloud • Customizable: select regions
users. based on role.

Do you know the My Account • Request SI access, SI view, • Cloud support features + SR
differences between administrator view, SR Detail in Email, Hot Topics,
the portals? access, update telephone knowledge preferences.
number.
Personalization • Language, preferred contact • Same as Cloud Support
method, auto-detect time Portal.
zone and accessibility.

Staying Informed • Use Browser Bookmarks to • Use Favorites to create

create toolkit of resources. toolkit and Hot Topics email
notifications.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 47

12.2 – How Can You Change Your Business?

What John Changed in His Business

1 2 3 4
Bookmark folder Best practice of SR updates in Mobile My Oracle
with relevant having multiple email enabled Support for
resource links. CUAs per SI. with CUA. favorite SRs.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 48

Are You Ready to Get Accredited?

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 49

Take The Exam

Final Content Review

• Have you been following our recommended best practice to use
your Study Guide as you watched each video?

• This guide provides detailed information, and you may prefer to

read about a topic rather than hearing about it. Using the video
content and study guide in combination provides options to fit
your preferred learning style.

Take Your Exam

• Once you click the Exam link from the final module in My Oracle
Support, you will be directed to ilearning in OU to complete and
submit your exam.

• The screen should open with a status of Enroll, and you can
immediately get started.

• The exam is compiled for you by pulling random questions from

our exam bank. The questions will be either multiple choice or
true/false. Carefully review each question and possible answers.

• Be sure to answer all questions before submitting.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 50

Passing Score and Re-Takes
Once you submit the exam, your score will
appear on the screen as Mastery Score.
You need 80% or higher to satisfy the If you need to re-take, the exam is available
requirement to become Oracle Cloud Support once per 24-hour-period.
Accredited. If you pass, you can print your
completion certificate from the home page of
this accreditation.
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 51
Next Steps: Change Your Business With Accreditation

A quick word about next steps.

The real value of accreditation is about changing your business.

Think about implementing at least a few suggestions within 30 days.

Talk to your team about your strategy for following best practices,
using the recommended resources, staying informed, and managing
service requests.

Time to
implement
some changes!

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 52

Questions? We Have Answers!

Exam General

• Use the Contact Us links from the program pages • Use Oracle Support Accreditation Community or
for specific questions about the Exam. the Contact Us links to connect with the program
• Exam questions and answers are confidential and team on general questions or comments about the
should not be posted in any forum. program.

The program team is here to help.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 53

Print Your Completion Certificate 1. Navigate to the Oracle Cloud
Support Accreditation Index page

2. Click on Certificate link to

open and print your certificate

Print your certificate Do you get an error when clicking on the certificate? The certificate will only launch and
auto-populate with your name if you pass the exam with a score of 80% or higher.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 54

Request Your Accreditation Badge

Get Your Reward

• Congratulations on your accreditation! We’d like to offer you an optional reward.

• You can opt in to have your accreditation badge visible in My Oracle Support
Community and earn 250 points.

• It’s easy and fast to complete.

• Just navigate to the Oracle Support Accreditation (MOSC) Community.

• Locate the Accreditation Badges tab at the top of the middle pane and select it.

• Review the brief instructions and click the opt in link to generate your email request
for the badge.

• That’s it!

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 55

Thank you for the investment of your time

By completing this accreditation, you join thousands of

Oracle users that are committed to getting the most
value from the portals and support tools.
Let us know how this learning program is changing your
business!

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 56

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 57