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My Oracle Support and MetaLink 3 : Future of Support and Present Day Best Practices

My Oracle Support and MetaLink 3 : Future of Support and Present Day Best Practices. Mirella Gazzoni | Global Customer Advocacy mirella.gazzoni@oracle.com Oracle Support . Agenda. <Insert Picture Here>. Why it is Changing What has Changed Timeline Call to Action. Agenda.

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My Oracle Support and MetaLink 3 : Future of Support and Present Day Best Practices

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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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