Oracle Support Accreditation Level 1

for My Oracle Support

Study Guide

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1
Welcome

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

Thank you for choosing to invest your learning time in Oracle
Support 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 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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Versions and Suggested Resources
Versions
• The user examples in this accreditation series
often highlight specific product and application
versions.
• The version and application combinations
represent likely user scenarios.
• Your exact product versions will vary but the
general concepts should apply to typical use
cases.
• Use the examples as a guide to understand how
users leverage resources for key activities like
upgrading, patching, investigating issues, asking
questions, or logging service requests.
Suggested Resources
• Many of the suggested resources can be found
via the Get Proactive Portfolio on the specific
product pages.
• The portfolio is a dynamic resource and
highlighted content does change over time
based on what the product team wants to
emphasize with users.
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. |
Find Target Content
There are typically several ways to find desired
content, and we often highlight more than one
approach in the examples.
• Search – You can search in My Oracle Support
for a needed resource. Be sure to use a detailed
phrase, add your product, and refine the search
as needed if the resource is not returned.
• Favorites – Make documents a favorite and
organize them in Manage Favorites in My Oracle
Support or as browser bookmarks in the Cloud
portal. This is a good way to quickly find them
again.
4
Build Your Toolkit
1 2 3
• A key Best Practice in Oracle Support • From My Oracle Support, click on the Favorites • Click the arrow to the left of My Folders to
Accreditation is building and maintaining a folder (Gold Star) and select Manage Favorites. expand it and see your new folder.
personalized toolkit of key resources. Start by
• Click ‘New Folder’ to create a personalized • Locate your newly marked documents and
making knowledge documents a Favorite by folder such as My Oracle Support with some of move them to your folders.
clicking the gold star. the options noted here.

Best Practice: Also create a browser folder for your products to find that content quickly as part of your extended toolkit.

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Set Up Hot Topics Emails Best Practice – Set up Hot Topics Email notifications
to stay informed about content of interest.

Knowledge Check
 This functionality works with the documents you
marked as Favorites in your toolkit.

 From My Oracle Support, navigate to My Account

from Settings or from your user name.

 Select ‘Hot Topics E-Mail’ from the left navigation.

 Fill out the options based on how you want to be

updated.

 Add products of interest and select options like

Knowledge Articles, Alerts, and Bugs.

 Apply your changes and update at any time.

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Module 1
Introduction to My Oracle Support Accreditation Path.

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1.0 | Modules, Examples, Suggestions, and Exam
• I’d like to start with a quick word about readiness. Accreditation Readiness
means that you have completed foundational training using the How To
Video series, attended relevant Oracle Support Essentials webcasts, are
actively using My Oracle Support, and are ready to expand your expertise
with Accreditation.
• Let’s preview the modules: Customer User Administrator and Support
Identifiers, My Oracle Support, Knowledge Search, Product Certifications,
Patches & Updates, My Oracle Support Community, Recommended Tools for
Software and Hardware, Creating and Managing Service Requests, Mobile
My Oracle Support, Support Policies, and a Series Summary.
• Each module builds on your knowledge of My Oracle Support with best
practices from product experts. We use short, focused videos to help fill in
knowledge gaps for better understanding of the core functions.
• The examples are based on users like yourself who are leveraging My Oracle
Support functionality to support their business objectives.
• I will refer to creating a customized toolkit as a convenient way to organize
content, support tools, and resources relevant to your role.
• Our examples are demonstrated with standard functional and technical user
types (based on My Oracle Support access). Depending on your organization,
your role could be either user type (or a hybrid of these functions).
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. |
• Our functional user has general access to My Oracle Support, which includes
the knowledge base and My Oracle Support Community. This user searches
the portal for knowledge content to research and resolve issues or
questions. Our technical user has SR Create and Update privilege in My
Oracle Support and access to Patch Downloads.
• Here are a few suggestions to help you have a great experience.
– Download the Study Guide and use it along with each video to prepare
for your exam. You can use the Sticky Note feature to add comments or
questions for follow-up.
– Make use of Closed Captions in the video console to display the script
onscreen if you prefer to read the narration.
– Leverage the My Oracle Support How-To Video series for any new topics.
These short videos provide step-by-step demonstrations of basic
functionality. Be sure to make this document a favorite for your toolkit.
– Try it yourself to reinforce your understanding. Click the Pause button on
your video and try the suggested action.
• You need a minimum of 2-3 hours to complete the learning content and the
exam. When ready, select Take the Exam on the final module page. Your
exam includes questions from each module presented in random order, and
a passing score of 80% is needed to become a My Oracle Support Accredited
User.
8
Module 2
Customer User Administrator (CUA) and Support Identifiers (SI).

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2.0 | Customer User Administration and SI

This module covers core concepts for the CUA role and Support
Identifiers, with a focus on recommended best practices.

This module is about maximizing the value of the CUA function in

your business.

The foundational training we recommend pre-accreditation focuses

on specific steps to enable functionality. Our best practices come
from experienced CUAs and My Oracle Support product experts.

Let’s start with a few core concepts you already know.

• My Oracle Support is Oracle’s online support portal for

knowledge, solutions, community, proactive tools, and service
requests. This is WHERE your access is managed.

• The CUA manages user access, assets, and support identifier

features. You have the power to set up and use the CUA role to
best support your organization. This is WHO is managing your
access.

• A Support Identifier (or SI) is a numeric value assigned to orders

when you purchase Hardware and software. The SI identifies
your licensed products and associated products and services you
have access to. This is WHAT is being managed.

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2.1 | Best Practices
CUA
• Have a minimum of two CUAs per SI. This gives your organization adequate
coverage for access requests, especially if a CUA is unable to respond.
• Understand your organizational strategy for user access. What do you need
to know before granting access for SR Create and Update?
• Plan time in your schedule to manage access notifications. Maybe you spend
15 minutes early in the morning to process pending requests.
• Take advantage of both My Oracle Support and Mobile My Oracle Support to
easily review and respond to user requests.
• Keep your access model current. On a quarterly basis, review users with
access to each CUA and add or remove access as required.
• Enable full text in email notifications to improve productivity. Check with
your organization to confirm if this aligns with corporate direction.
• If you manage many SIs and have users who need access to the SIs you
manage, add the other SIs they will be using (once you approve the first SI).
• Use SI Groups to organize your users, assets, and SIs into groups that mirror
how your organization works.
• Set up auto approval for functional user access to knowledge base and
community.
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Non-CUA
• Get help from your CUA via My Account. Your CUA is your primary contact
for access requests and SI needs. This best practice includes knowing how to
look up and email your Administrators in My Account and use the general
functions related to SIs, hardware, and access.
• Provide justification for your access request to let the CUA know about your
access needs. A detailed business justification for SR Create and Update and
patch downloads is a key best practice. Include your role, team, project, and
any manager approvals. Why is this important? Your CUA could refuse your
request without a full understanding of the business need and that could
delay your work. It’s a similar process if you need access to a new Support
Identifier. Select Request Access and enter your SI. If you have a serial
number, select Find a Support Identifier and enter your serial number.
• Enable SR Details – this option is available when the CUA enables it on the SI.
• If you need assistance to locate your SI, log a non-technical Service Request,
located under Contact Us in My Oracle Support.
• If you know that your role is changing, make sure your access levels and
support identifiers are in alignment. Let’s say you just joined a new project
team for a different product. Although you log service requests, this is a new
team and they use a different SI from your current team. Find out which SI
they use for service requests and submit a request to add that SI.
11
Module 3
My Oracle Support Dashboard Customization and Best Practices

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3.0 | Dashboard Customization
• This module covers the My Oracle Support
layout, customizing the dashboard, and best
practices.
• The learning content builds on your existing
foundational knowledge covered in “My Oracle
Support How-To foundational Training” Doc ID
603505.1. Leverage this resource if you need
basic training or step-by-step instructions.
• As an experienced user, you see the My Oracle
Support portal frequently. But, do you think
about the customization choices and how to
put them to work for you?
• If you have more tab options than the space
available, they are located under the More tab.
The top section displays the persistent global
content that appears on every page in My
Oracle Support.
• The global search option accesses all the
knowledge content available, bugs, patches and
documents. Customizing your dashboard is just
adding and removing regions on the tabs using
the Customize Page option.
• Modify the layout in My Oracle Support for your
role. Select Customize Page from the dashboard
and Add Content to select different regions
available for the dashboard.
• That’s it. You can easily customize your
dashboard in just a few seconds.
• Let’s take a look at a few examples based on
user role. The first example is a functional user
with basic access.
• This user can adjust the preferred view by
modifying what regions are displayed, their
location and order, and applying product-based
filters.
• Remove regions you don’t need and move your
knowledge search region to the top of your
page.
• You may want to add service requests to track
tickets logged by your technical user on your
behalf.
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. |
• How about a technical user with hardware
assets associated to their SIs? This user may
move Assets to the top and add two service
request regions: The first for those the user
created to track their own work and the second
for everyone else with the SIs. And, include
draft service requests because ASR (Auto
Service Request) is set up.
• In the SR region, click the star to mark SRs as
favorites and now (when viewing the SR’s on a
Mobile device) you can quickly see your favorite
SRs.
• Now, let’s take a look at a partner set-up. This
user has draft service requests for easy access
and viewing. They may be using ASR to create
SRs.
• They may want to add multiple regions and sort
by SIs based on the customers they are
supporting to easily track by specific customer.
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3.1 | Best Practices and Tips

Best Practices
• Make sure you are aware of the regions available on each tab. If it’s been a
long time since you updated your regions, take a few minutes to preview.

• When viewing SRs, consider making Severity 1s a favorite so you can

quickly access these via your mobile device when away from the office.

• Mark KM documents of interest as a favorite and organize them in your

customized toolkit under Manage Favorites. You’ll find details on the
toolkit and Hot Topics email notifications in your study guide.

Did You Know?

• You can easily review feature updates in latest release of My Oracle
Support. Mark “My Oracle Support Resource Center,” (Doc ID 873313.1) as
a Favorite and set up Hot Topics Emails to notify you about changes to
knowledge article updates for the product, My Oracle Support. When the
release notes are updated, you will get an automated email.

• If you have a lot of SRs, generating an SR report in My Oracle Support

makes it easy to sort and analyze them (and also review with your team).

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Module 4
Increase Your Search Expertise.

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4.0 | Searching You can change the number of search results you see under My Account >
Knowledge Preferences > Search Suggestions. We recommend that you keep this
option “ON.” You can then select 5 or 10.

• We want to help you find relevant content to solve your problems and • Check additional sources like Documentation or Bug to expand your search.
answer your questions, quickly and easily. One of the goals for a support Click to add or remove and results are updated in real time. If the search has
accredited user is to increase your productivity. Becoming an expert on no results in the Knowledge base, the search automatically includes the
searching will help you achieve that goal. other sources.

• Global search is available on most tabs in My Oracle Support and if you • Explore content sources in cloud.oracle.com. Let’s say I need to learn more
search within the global search box, your results are displayed on the about Oracle Database Vault. I start with a general search but want to
knowledge tab. explore a broader range of information.

• Let’s take a look at some best practices.
• Use natural language searches with full search terms, not single words. In
most cases, the more descriptive words, the better the search.
• Define your search as an exact phrase when needed. So, if I enter “My Oracle
Support Training,” the words are treated as My Oracle Support and Training.
If I put quotes around My Oracle Support Training and search again, now I
have results with my exact phrase.
• Learn how to refine your search. You don’t need to start over if your initial
search does not provide the result you want.
• Use the ‘inline’ product refinement within your search results list to broaden
or narrow your search results. Let’s say you just type the word “training,” the
search tips recommend how to improve this particular search.
• I click the “Search Additional Oracle Sites” button and my search string is
now populated in the Oracle Cloud Search. I can use filters like “Content
Type” to define what I want to review.
• Know how to search for product information. From the knowledge base
region, select either a product or Product Line and then enter product and
version (and additional key words to refine the results). Or, search using the
Global Search and apply the Product or product line filter to the results.
• Set up a PowerView filter for your product. Let’s say you often search My
Oracle Support for content related to JD Edwards EnterpriseOne. As you
know, you would select Product Line, JD Edwards EnterpriseOne, name it
something like JDE and then Create. The new PowerView is set to ON as it
appears in the global area at the top of My Oracle Support. All searches now
will be focused on just JDE until you turn the filter off.

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4.1 | Searching

Make searching part of your business model.

Users can find content to provide updates to their team, address

project deliverables, increase product knowledge, or avoid logging
an SR.

Provide feedback if a document you found solved your issue or

advanced your understanding.

Knowledge is an ongoing partnership between you, the user, and

Oracle.

Use the feedback button to tell us exactly what worked, what to

improve, and how the content helped solved your issue.

Tip: If you want to increase the number of search, go to the Settings

tab, Knowledge Preferences and update your current setting
(Number of Search Suggestions) from 5 to 10.

Knowledge Check – A search helper or search assistant is a guided

path to a known solution.

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Module 5
Increase Your Expertise with Product Certification using the Certifications tab.

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5.0 | Oracle Product Certification

• This module covers the Certifications tab with a focus on best practices for Let’s review a few scenarios:
leveraging this information in your business.
1. You plan to upgrade specific products or operating systems and need to
• The content builds on your foundational knowledge about product review the target version combinations to validate against your upgrade
Certification searches. Leverage the My Oracle Support How To Series to plan.
establish your foundational knowledge with a short video on the
Certifications tab (Certifications Overview-BASICS). Check out How To Use
My Oracle Support Certifications, Doc 1945326.2 2. you purchased new hardware and need to determine what products are
supported on that release.
• As you know, Oracle Product certification is a combination of Oracle and
third-party products, operating systems, or hardware that Oracle has tested 3. You want to proactively manage product certifications and support
and should work together. coverage as part of your business model.
• What information can you find on the Certifications tab? Check certified
combinations for your installed Oracle product with operating systems,
application servers, databases, desktop applications, LDAP services,
enterprise applications.

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5.1 | Details on the Recommended Best Practices
Best Practice
1 Get Proactive
2 Develop effective search
technique for our products
3 Leverage the Quick Links region
4 Prepare for Upgrades
5 Search My Oracle Support
6 Ask questions in My Oracle
Support Community
7 Provide feedback
Make It Work For You
Review your product combinations on a quarterly basis to make sure your products continue to be certified to work
together. This is a good way to avoid surprises when you begin your next upgrade cycle. If there are noted concerns
with length of support or a specific combination, review that data with your leadership team. Be sure your
components and versions are documented to easily research support availability for your current footprint.
Find what you need quickly at any time during your product lifecycle. Confirm if your products are available on the
Certifications tab. Consider saving searches for easy access in the future.
There are helpful links to training content, tips, and certification news.
Check to make sure your planned product combinations are certified to work together. Review the available support
for the product combination and any patches required to enable the products to work together. If you are researching
an upgrade for your team, provide several options for the upgrade plan.
If you don’t see the exact information you need on the Certification tab, search in the portal to confirm if product-
specific certification data is be available from your product team. If you find certification resources for your product,
make them a Favorite for your customized toolkit. Save time by not having to search for the same content again.
Questions about Certifications can be asked in your specific Product Community. Locate the Product from the Space
List and look for a certification subspace or the most appropriate product subspace. This is also a great way to see
what your peers are saying about specific upgrade paths that may relate to your upgrade plan. If you find a relevant
subspace for discussion, follow it for future updates.
Use the Give Feedback link in the upper right from the Certifications tab to send your feedback directly to the product
team. Let them know about your experience, specific content you found helpful or additional information you need.
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 20
5.2 | Upgrade Search Example (Step 1)
• Our technical user, Bob, is ready to research a proposed upgrade plan for his team. He has the current footprint of components and versions documented to
make the process easier. He also has the upgrade target versions from the leadership team. Now it’s time to research the combinations to see what’s certified
and the associated support coverage dates. He will document a couple certification combination options to review with the team to discuss the strengths of
each approach and fit with objectives.

• Bob’s company wants to upgrade their E-Business Suite products to Release 12.2.5. He needs to get ready for a project meeting later in the week by investigating
certified combinations for the proposed upgrade path. He logs into My Oracle Support and navigates to the Certifications tab. His first step is to create the
search. He doesn’t have a saved search for the current product set, so he will create a new one. He enters E-Business Suite, Release 12.2.5 and the Platform,
Linux 5, and selects Search.

2.
3.
This search relates to a
Adding a Platform further
proposed upgrade, so he
targets the search.
selects a future release.

1.
Start typing the product
name to bring up a list of
products in the system.

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5.3 | Upgrade Search Example (Step 2)

• The search brings up results based on

the input parameters.

• The Certification Results section

provides high-level details for the
product combination he provided in
his search.
1.
• The results indicate that Oracle E- Always check out the Top
Business Suite 12.2.5 is certified on Level Certification Results
Linux x86-64 Oracle Linux 5.

• He can click into the details on that to

learn more about the support
duration for the combination.
2.
Expand and review the
relevant components here to
see what combinations are
certified.

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5.4 | Upgrade Search Example (Step 3)
• He starts reviewing his additional product components by reviewing Database options. The team wants to validate if Data Guard 11.2.0.4.0 is certified for the
target upgrade path. He needs to review this combination and provide feedback on feasibility.

• From here, he can select 11.2.0.4.0 from the Data Guard row to learn more.

1.
Select the desired version
associated to the
Database product.

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5.5 | Upgrade Search Example (Step 4)

• He sees that 12.2.5 is

certified with his planned
combination.

• He can also review the

Support Information which
will be key to the upgrade
path planning.

1.
In particular, check out
2. the Ongoing Support for
The team wants to ensure the length future planning.
of coverage aligns to their planned
roadmap, including availability of
patches for Ongoing Support.

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5.6 | Upgrade Search Example (Step 5)
• There is a lot of great functionality on the Certifications tab. Take advantage of these options the next time you search for certification data.

1.
Use the breadcrumb
trail to easily 2.
navigation your path. Select ‘Edit Search’ to
edit the current search or
Save it.

3.
Use the View link 4.
to export to Excel Send the link to your
or print. team if you want
others to review the
data.

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Module 6
Learn More about Patches and Updates.

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6.0 | Patching
• Why would you need to patch your product? 1) You need to upgrade or
patch to keep your configuration current over time; 2) You run into an issue
and your application or hardware is not performing as expected; 3) You
encounter an error, search the knowledge base, and a patch is
recommended; 4) You had an issue, called Oracle Support, and the
suggested solution was a patch.
• I can search for a specific patch number in the global search. The search
engine will see it as a bug or patch number and include these additional
sources in my results automatically. In many cases, you will use the Patches
& Updates search. Oracle support engineers have created Quick Links to
products that can be accessed here.
• Let’s take a look at an example search on the Patches & Updates tab. I’ve
added my product, version and platform, and excluded superseded patches.
The Search Results page provides detail on all the patches for this
combination. Another option is to select Product or Family (Advanced) here,
add my product, and select ‘Show recommended patches only.’
• Validate that your products are certified to work together. The strategy you
develop to monitor certification can also be used for tracking patches.
Implement a proactive regular patch maintenance process and track and
review Critical Patch Updates (CPUs) as part of your patching strategy. Be
sure you understand the relationship between patching and the Lifetime
Support Policy stages.
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Patching Quick Links – Download latest versions of Oracle products from
the Oracle Software Delivery Cloud and find Critical Patch Updates and
Security Alerts.
• Make sure your Patch privileges align with your role. Select My Account and
locate the Patches column. Validate that you have Download access if you
need to access patches. In this example, I have View Only privilege and
would need to provide a detailed business justification to my CUAs to change
my privilege.
• Customize the regions on your Patches tab. Take a minute to review the
patching regions available and update the tab options to best meet the
needs of your role and implemented products.
• Become an expert on product-specific patching and continue building your
toolkit. Use the Get Proactive portfolio to locate resources like Patching and
Maintenance Advisors that co-locate a wealth of patching resources in a
single location. I can also search on ‘patching and maintenance advisor’ to
find options for my product. In this example, I located an advisor for JD
Edwards EnterpriseOne, Doc ID 1505994.1. This framework delivers a
structured approach to evaluate, plan, test, and implement patches.
• Use My Oracle Support Community for your Oracle products to stay current
on latest patching questions. If you want a peer review of your patch
strategy, use the appropriate product patching subspace, and ask Oracle
support engineers and your peers for feedback. Locate your product top-
level space and see what patching subspaces are offered.
• Research patches for your product combination and access the readme to
learn more about a patch. It’s important to thoroughly review the readme
before proceeding with any patch application.
27
Module 7
Are You Leveraging My Oracle Support Community?

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7.0 | Community How To Video Series

• If you are new to community functionality, be sure to review Doc ID

1616733.1 for community-focused documentation and training videos.

• This module focuses on best practices to get the most value from your
community experience.

• Did you know that the same support engineers who resolve technical
support requests also work within the community?

• Many My Oracle Support users log service requests for non-urgent questions
that could be addressed quickly in community.

• My Oracle Support community is a 7/24 interactive environment that allows

both functional and technical users to ask questions, share ideas, learn
about product functionality, find solutions, and expand knowledge.

• When is community the right choice? You can use My Oracle Support
community at any time to research a question or issue, ask questions of your
peers and support engineers, or provide feedback on a posted question.

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7.1 | Best Practices
• Our first best practice is really important.
Incorporate community into your business
model. If you use it and use it frequently, you’ll
get the most value from the people and
knowledge available in community.
• Any time you have a non-urgent question or
need, ask yourself if community is the right
resource. If you are thinking about logging a
severity 4 issue – post to community. Thinking
about upgrading or making a major change?
Post your strategy in community to learn what
your peers know about this upgrade. User name
> Edit Profile
• Be a person, not a number. Be sure to manage
your profile (and presence) by selecting Edit
Profile, Your Profile and change your user name
from a number to your name. And, if you do
one more thing, take time to add a photo so
that when users reply to you, they can see who
they are talking to.
• Always take time to find the correct subspace
for your question. Any time the community
moderator needs to move your discussion to a
new subspace, it slows down your response
time. Take a few moments to find the best
subspace from the Space List before posting a
new question.
• And, take a moment to search on your question
before posting anything new. A solution may
already be available.
• The various spaces in community are set up by
the product team. Check out the product
subspaces for your product and check out the
level 2 accreditation for your product line to
continue growing your product knowledge.
• Use the Navigation Banner to locate the Oracle
Support Blogs. This valuable resource is how
the Oracle Support Product teams keep you
informed about changes.
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. |
• Share your ideas and feedback. Use Ideas in
available subspaces to vote for and share ideas.
Check the subspaces you use to see if the Idea
option is enabled. You’ll see the options the
moderator has enabled over here on the right.
• Use the Give Feedback button to provide
feedback on what you like and what you would
like to change to improve the value of the
community experience.
• And, finally, build your reputation. First, provide
answers to posted questions. And when you
receive answers to your questions that resolve
your issue, mark the answer “Correct.”
• This helps other users immediately see that
there is a correct answer that might also apply
to their question.
• Take time to review the Missions, which provide
pointers on how to gain points.
30
Module 8
Recommended Tools for Software and Hardware.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 31

8.0 | Oracle Toolbox, ORAchk, and EXAchk
• This module covers a high-level review on
several recommended tools for Software and
Hardware that help improve your support
experience.
• The learning objectives include putting together
a customized blueprint for tools and resources
that work best for your business and expanding
your personalized toolkit.
• From the Knowledge Links region, select Tools
and Training Documents. This will open “Tools
and Training” (Doc ID 67032.1).
• Please make this document a favorite for your
toolkit.
• We’ll cover a few recommended resources in
this session, and there are many additional
options to explore.
• Let’s check out a couple of proactive resources.
Oracle Toolbox
• The “Catalog: Oracle Toolbox” (Doc ID
1987483.2) is a catalog of product-based and
generic tools.
• As you can see, there are a variety of tools
organized by product. This is a quick and easy
way to start building your diagnostics and
health toolkit.
ORAchk and EXAchk
• Next, I’ll open “ORAchk Health Checks for the
Oracle Stack” (Doc ID 1268927.2). Oracle
ORAchk and Oracle EXAchk provide a
lightweight and non-intrusive health check
framework for the Oracle stack of software and
hardware components.
• It does this by interrogating your Oracle stack
components and providing a series of output
files that cover your System Health Score,
known issues and recommended solutions.
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. |
• This document provides a wealth of information
to help you download and begin using ORAchk.
ORAchk reduces risk, provides automated
proactive warnings, runs in your environment,
reports via email, and lets you view health
check results in the tool of your choice.
• For Engineered Systems coverage, see EXAchk
(which uses the same framework as ORAchk).
You can find out more from “Oracle Exadata
Database Machine exachk or HealthCheck” (Doc
ID 1070954.1).
• If you have questions about ORAchk, post them
in My Oracle Support Community in the ORAchk
(MOSC) subspace.
32
8.1 | STB, ASR, and Product-Specific Example
• Next is Hardware and Operating System
Resources.
• Oracle Services Tools Bundle (STB)
• Let’s take a look at “Oracle Services Tools
Bundle (STB)” (Doc ID 1153444.1).
• The STB is a self-extracting installer bundle that
supports all Solaris standard operating systems
and architectures, enabling you to get the most
from your Oracle Premier Support plan.
• It expedites problem diagnosis and resolution,
delivers proactive prevention, and easy
installation of all the latest tools. That’s cool.
• Check out this resource to learn more about
new versions and benefits.
Oracle Auto Service Request (ASR)
• Another recommended resource is “Oracle Auto
Service Request (ASR)” (Doc ID 1185493.1).
• Set up ASR to automatically notify Oracle
Support and open a prioritized Service Request
when a specific hardware fault occurs on
qualified systems.
• Oracle systems with ASR securely transport
electronic fault telemetry data to Oracle
automatically to help expedite the diagnostic
process. The event notification is one-way,
requiring no incoming Internet connections or
remote access mechanism, and only includes
the information needed to solve the problem.
• If you have questions, post them in My Oracle
Support Community in the Oracle Auto Service
Request (ASR) subspace.
• Note: ASR is part of Oracle’s proactive services.
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. |
Oracle Toolbox
• Our final section is product-specific. From the
“Product Specific Links” here at the top, I’ll
select Oracle E-Business Suite as an example.
Now that I’m at the product level, I can
investigate great options for my product that
further expand my toolkit. I can leverage
upgrade advisors if I’m planning an upgrade or
keep learning about my product with webcasts,
blogs, and the Get Proactive Portfolio. And, I
can continue to grow my diagnostic skills with
EBS-focused diagnostics.
• In this module, I covered an overview of
suggested diagnostic tools for your personalized
toolkit. A key value of these types of tools is
that they work for you by monitoring, reporting,
and helping you solve any issues with your
software, hardware, or products.
• Please take some time to review these options
and start leveraging them in your business.
33
Module 9
Create and Manage Service Requests. Fast and Easy Results.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 34

9.0 | Creating and Managing Service Requests

Throughout the video, a number of best practices will be highlighted.

My assumption is you have reviewed the basic SR creation process in
the My Oracle Support How to Series, Doc 603505.1.

This resource covers the different methods for hardware, software,

and Cloud.

If you are a cloud user, please review the Cloud: How to Log a Service
Request video from the Cloud Users tab.

What you should know for your exam:

• Handling non-urgent questions with Oracle Support

• Process to validate your access levels to My Oracle Support

• Understand fully qualified Service Requests

• When and how to use Severity 1

• Process to log service requests

• Process to bring Management Attention to your service request

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 35

9.1 | Before You Log A Service Request

Community My Account Diagnostics

• It is a best practice to use the My Oracle
Support Community to post any ‘how do I’ type
of questions.
• My Oracle Support Community is available
7/24.
• The same Oracle support engineers who work
your service requests also participate in the
community.
• It is a best practice to validate your My Account
access levels.
• Do you have the right Support Identifier
associated to your account?
• And, do you have the Create and Update access
level if you need to log SRs?
• Be proactive. Gather what you need to log the
service request.
• Do you have the log files, diagnostic output,
error messages, and business impact?
• Many products will require you to upload some
type of output or diagnostic message.
• Have you followed the hardware and software
best practices?
• For example, have you enabled collector for
your software?
• If you have enabled Auto Service Request for
your hardware, your system may have logged a
Service Request for you.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 36

9.2 | Logging a Service Request
• Typically, the service request flow is a four-step process.
• Step one is the problem-definition stage where you outline the problem and
where the problem is located. Based on your product selection, you may be
prompted to answer more questions, and it may even trigger a guided resolution.
The guided resolution is triggered when there may be a known solution to your
issue.
• Before logging a severity 1, validate that your manager and
additional contacts are associated with the Support Identifier you
used to log the service request.
• If these users are NOT associated to the SI, you will not be able to
select them when attempting to populate the manager details field.

• Based on the data you entered, the second step is to identify if your issue is a
known issue and a solution already exists. If the guided resolution does not
resolve your issue, it displays instructions about data to collect. If the guided
resolution was not triggered, you may be presented with questions to gather 2. Known 3. Problem
more information about your issue. Issue? Details
• The third step is more details. Again, based on the product problem definition, a
number of uploads may be requested. We will not ask for data that we don’t
need. The files being requested aid in the timely analysis of your issue.
1. Problem
• The final step is to determine how critical the issue is to your business. Best 4. Severity
Practice: review your support policy for a correct understanding of the severity Definition
levels. Not every issue is a severity 1. If you select Severity 1, additional data is
required.
Your SR
• Submit the service request and you are done.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 37

9.3 | Best Practices for Creating an SR
Best Practice

1 Learn the Basics Complete deep-dive training on creating SRs and understand the process. My Oracle Support How To Training, Doc 1544005.1.

2 Avoid Logging Whenever you can, avoid logging a service request. Leverage options like knowledge searching and My Oracle Support Community. As you
SR recall from the searching module, many user issues have known solutions in the knowledge base. When you have general questions about a
product or a simple ‘how-do-I’ type of question, use My Oracle Support Community.
3 Confirm Access Confirm you have Create and Update SR access and the right SI before you log an SR. One of the main reasons users run into issues when
attempting to log an SR is they do not have correct access level and correct support identifier associated and approved for their account.
4 Know your Identify right product and SI combination to ensure the right Oracle support resources are assigned. Many users create SRs with the wrong
Product & SI product. A common issue is starting at the wrong location; for example, anything related to Cloud needs to be created by clicking the Cloud
tab. When selecting the service/product type, there is a option to drill through the product line to the product or just search for a product.
5 Get Fully Create fully qualified SRs. Provide as much information as possible to avoid delays and requests for additional information. This includes a
Qualified detailed problem statement, log files, exact product details, user impact, and related attachments. See the bonus material in this study guide
for more information. Spending a few extra minutes on the creation steps will save time later and it’s worth the investment to get your SR
assigned to the right product engineer with the right level of detail.
6 Attach Files Understand the recommended ways to attach files to your SR. If you need an overview of the options, check out the My Oracle Support How
To Series on uploading and attaching files to Service Requests, Doc 1596914.1. This is a good resource to mark as a favorite for your toolkit.
7 Use Guided Leverage guided resolutions that may appear during the creation phase. By taking just a minute to answer questions, you narrow down the
Resolutions problem and are able to review possible solutions. If you proceed with this new SR, your responses are part of the SR record and will drive
files or other information that may be requested for this issue.
8 Know When to Understand the use of Contact Us service requests for issues like account permissions, website, licensing, and sign-in issues. This SR is only
use Contact Us viewable by users listed as contacts. To keep your team in the loop, consider sharing any Contact Us open SRs at your weekly staff meeting in
case a team member is experiencing the same issue.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 38

9.4 | Best Practices for Working and Managing Your SR
Working Your SR
• Track the status of your open SRs and address any actions requested by
Oracle Support. Add new or revised information to the SR to ensure content
currency. For example: the original issue affected one user and you just got a
phone call from a team that is citing multiple occurrences of your issue at
their location.
• Make Severity 1 SRs a favorite so you can quickly locate them in My Oracle
Support or Mobile My Oracle Support. Using the update feature, you can
update your SR 7x24, anywhere you have mobile reception.
• Make yourself available for SR Chat in My Oracle Support. This can save time
by allowing your assigned support engineer to quickly ask questions, provide
updates, or engage on any aspect of an open SR.
• Enable full SR updates in email if that aligns with your corporate policy. This
is an easy way to immediately see what changed in your service request.
• Create an SR report. Take time to configure the Service Request region with
the data you need and use the Export to XLS feature to create a report of
your SRs.
• Know what is NOT covered by your Oracle Technical Support Policy. What is
in scope is clearly listed in your Policy – and it’s not listed, it’s not covered.
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. |
Managing Your SR
• Talk to your team about your open SRs. It’s helpful to run the SR report we
discussed and make sure your team is in the loop on the issues. Maybe
another team member has new information that could apply to an issue and
possible resolution. The goal is to avoid duplicate SRs on the same issue.
Keeping your team informed helps to reduce this possibility.
• If you are a technical user logging service requests, include your local
tracking number (Customer Reference Number) so functional users can use
the number to track what is happening in the SR. Functional users with View
Only privilege can view SR’s created by your technical users.
• Know how to gain management attention to your SR (if needed). How to
Request Management Attention to a Service Request, Doc 199389.1. This
document covers: 1) when you need to request management attention; 2)
how to request management attention; 3) What to expect after you request
management attention; and 4) The benefits of requesting management
attention.
39
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 © 2019, Oracle and/or its affiliates. All rights reserved. | 40

Module 10
Use Mobile My Oracle Support To Stay Connected Throughout Your Day.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 41

10.0 | Mobile My Oracle Support

Today’s session is for those of you who are busy at work, in

meetings, or have stepped out for a coffee and need to be able to
quickly update your service requests or respond to a user request for
access to My Oracle Support if you are the CUA.

We call this Mobile My Oracle Support.

You can access it from mobile phones with Internet access and I’m
going to quickly recap how to update your service requests while
having a cup of coffee, search the knowledge base, and I’ll include
how to manage user requests if you happen to be the CUA for your
Support Identifiers.

Just remember when I say mobile phone I mean cell phone or

whatever you call the phone you walk around with that has Internet
access.

What you should know for your exam:

• What is Mobile My Oracle Support?

• Available functions for general users and CUA users

• Best practices

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 42

10.1 | Using Mobile My Oracle Support
• In this example, you are away from your desk and you want to see how your service request is
progressing.

• Log into Mobile My Oracle Support – http://support.oracle.mobi.

• You let the engineer know you uploaded some files prior to stepping out of the office, and you post a
message and provide your update.

• Best Practice: Bookmark the Mobile URL for easy access on the go.

• While getting your coffee, you received a Tweet about something to do with Solaris 11; you selected
the link to find out more information. You view the knowledge document within your mobile device,
reading through the details and accessing any hyperlinks; this one has some terms you have seen
before and it has a bug, so you mark the bug a favorite and also mark the document a favorite.

• When you are back in the office in 10 minutes, you can go back and this information is available to you
under your favorites.

• There are additional resources available in My Oracle Support:

– The Help menu in the top right-hand corner. Once you view the table of contents, enter ‘Mobile My
Oracle Support’ to view the full how-to guide

– My Oracle Support Resource Center resource guide, Doc 873313.1.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 43

10.2 | Best Practices for CUA

If you have the CUA role, you can leverage the mobile platform for user requests:

• Use Mobile My Oracle Support to approve/deny requests. Notifications will show on the Mobile My
Oracle Support landing page for CUAs whenever there are pending user requests for access to an SI.

• Approve the user but just for the default levels until you can determine who they are and what access
they need for their role.

• Remind the user to learn how to use My Oracle Support so they can get started quickly and reduce
possible questions.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 44

10.3 | Best Practices for Knowledge
Best Practice 1:
• Use the Knowledge options to find content.
• You don’t need to wait until you are back at
your desk to find knowledge. The knowledge
section provides quick access to the knowledge
base in a very easy-to-use format.
• For example: you are in a meeting and a
question comes up about certification for
Fusion Middleware. You access Mobile My
Oracle Support and type ‘product certification
for fusion middleware.’
• The first result looks like a good fit, so click on
the title to open it. After a quick review, make it
a favorite and it now appears under Favorites.
• You can go back later today during a meeting
break to read it more thoroughly.
• And, this search now shows up under Recent
Searches if you want to run it again later and go
through the results.
Best Practice 2:
• Jump to key resources.
• Another feature in the knowledge area is
Resources.
• Most of these resources should be very familiar
to you as you work through the accreditation
series.
• You can quickly navigate to the Get Proactive
portfolio, lifecycle advisors, critical patch
updates, and tools and training documents.
• This makes it fast and convenient to access
content. Kind of like your own mini personalized
toolkit right on your phone.
Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 45
10.4 | Best Practices for Service Requests

Best Practice 1: Best Practice 2:

• Track technical SRs. • Track Contact Us SRs.

• Technical users can keep track of open SRs from • Functional users can review Contact Us SRs in
any mobile device. the Service Requests section.

• Mark the SRs that are urgent as favorites to • As you recall from the last module, this type of
easily find them on your mobile device and SR addresses needs like account permissions,
enable email notifications for SR favorites. A website, licensing, and sign-in issues.

• t a high level, you can see the description and

severity and then click into any request to see
the details.

• If you open a request, you can review the

updates, make it a favorite for tracking, request
to close the SR, or provide an update to Oracle
Support.

• You can stay up to date on your SRs regardless

of where you are throughout your business day.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 46

10.5 | Best Practices for More Section

Best Practice 1: Best Practice 2:

• Take a few minutes to review the FAQ. • The Get Proactive Mobile Links help you quickly
access accreditation, advisor webcasts, and the
• This is good foundational knowledge about all get proactive portfolio.
aspects of the mobile platform.
• You can also access social media, leverage
diagnostic options through Instrumentation,
and jump to the event calendar.

• Another helpful option is to request a Proactive

Report.

• The report contains a Service Request (SR)

analysis and proactive support details to help
you maximize My Oracle Support functionality
and Proactive Tools.

• Just click the link to request it.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 47

Module 11
Refresh Your Understanding about Oracle Support Policies.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 48

11.0 | Support Policies

• If you need foundational training, check out My Oracle Support How To
Training and the Lifetime Support Policy video.
• Let’s start with a couple of important core concepts.
• Technical support policies are organized into product areas and include
support terms and support levels.
• The Oracle Lifetime support policy covers the support stages of coverage:
Premier, Extended, and Sustaining.
• A typical question about support policies is what is NOT covered. As you
probably know, if it’s NOT listed in your support policy, it’s not covered. This
is a good reason to review your policies to be sure you understand the scope
of your coverage.
• Working Effectively with Oracle Support Best Practices, Doc 166650.1.
• Find and use product-specific policy content. There are several ways to
locate policy information. 1) You can use the Certifications tab as part of a
certification search. 2) You can find the policy links from oracle.com. 3)
Within My Oracle Support, locate documents where specific product teams
have listed out additional content. Search using terms such as ‘Technical
Support Policies’.
• Find content in your PDF. You can download the PDF and search within it to
quickly see what is covered for each product.
• Oracle Lifetime Support Policies | Oracle Technical Support Policies

• Here are some examples of what is not covered.

• Let’s take a look at best practices related to technical support policies.

Become an expert on working effectively with support.

• This best practices document is a great resource to review and make a

favorite for your toolkit. It includes what is outside of technical support and
what users find confusing and typically ask Oracle Support about.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 49

11.1 | Best Practices for Support Policies

• Use your technical support policy to look up the Severity definitions. If you
log service requests, be sure you understand the definitions and how they
apply to problems you report. In particular, understand the parameters for
Severity 1.
• The role of the technical contact is also noted in your policies. This is
important especially if you or a user on your team is a technical contact. This
policy outlines the role and core points for you.
• Check coverage quarterly to ensure you have access to patches you may
need. This is a good area where a proactive approach is highly beneficial.
• Check back often to the support policy pages on oracle.com as content
changes, and this is your source of truth for what is covered.
• Again, a quarterly check is a good idea. Possibly more often if you are
actively planning an upgrade or product change. Bookmark this resource to
find it again quickly.
• Ask in Community. If you still have questions, reach out to My Oracle
Support Community. Based on the product you are interested in, post your
question to the most relevant community subspace.

• If you have issues downloading a patch, review your Patch Download access
levels under My Account. This will help you verify if the issue is related to
your current access level.

• As you know, Patch Download access is directly associated to the type of

Oracle Support policy you purchased.

• This is important because once a patch moves out of Premier Support into
Extended support, you may not be able to access patches created in the
extended support period.

• Your organization will need to purchase Extended Support to access the

patch.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 50

Are You Ready to Get Accredited?

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 51

Exam Preparation and Next Steps Help With Exam – Use ‘Contact Us’ links from the program
pages if you have questions. Exam questions and answers are
confidential and should not be posted in any forum.

Exam Next Steps

• Once you click the Exam link from this module, you will be directed to • The real value of accreditation is about changing your business.
ilearning in OU to complete and submit your exam.
• Think about implementing at least a few suggestions within 30 days.
• The screen should open with a status of Enroll, and you can immediately get
started. • Talk to your team about your strategy for following best practices, using the
recommended resources, staying informed, and managing service requests.
• The exam is compiled for you by pulling random questions from our exam
bank.
General Questions
• The questions will be either multiple choice or true/false. Carefully review
each question and possible answers. • Use Oracle Support Accreditation Community or contact the program team.

• Once you submit the exam, your score will appear on the screen as Mastery
Score. You need 80% or higher to satisfy the requirement to become Oracle
E-Business Suite Support Accredited. If you pass, you can print your
completion certificate from the home page of this accreditation

• If you need to re-take, the exam is available once per 24-hour-period.

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 52

Print Your Completion Certificate
1. Navigate to the Index
page for this accreditation

2. Click the Completion

Certificate link to open and
print your certificate

Print your certificate Why do I 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 © 2019, Oracle and/or its affiliates. All rights reserved. | 53

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 © 2019, Oracle and/or its affiliates. All rights reserved. | 54

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. | 55