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The development, release, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.
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Finding Answers in My Oracle Support Oracle Support Essentials Series
Oracle Support Services
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Learning Topics
1 Learn What’s Available 2 Find Answers
3 Implement Best Practices
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My Oracle Support How-to Training Learn more:
Mark this document
as a favorite.
Select a tab to get started:
• 3-8 minute long, step-by-step,
videos with documentation. • The latest how-to content, webcasts and self-paced replay.
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Learn What’s Available
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My Oracle Support Options for searching
My Oracle Support portal Mobile My
Oracle Support https://support.oracle.mobi
Oracle Cloud Support portal
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Find Answers
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Searching for Information
• Searching is the first step to answering
questions and helping to resolve issues encountered in your Oracle environment. • My Oracle Support contains solutions for known issues and documents identifying best practices. • My Oracle Support search engine provides search results from multiple search sources.
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Search Areas
Global Search Bar.
Knowledge Base Search & Browse.
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Search Areas Global Search Bar
• Enter a search phrase or search
from previously executed searches. • No Product / product line filter.
Tip Use the KB Search & Browse and select the product first.
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Search Areas Knowledge Base Search & Browse
Enter a Product
Information centers will appear, if
available. Enter search phrase to complete a search.
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Search Results
• By default, only Knowledge
Base and Community are pre- selected. • Multiple sources can be selected. • Selections will default back to Knowledge Base and Community. • Narrow search results using Product, Version and update date.
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Search Results
• Search results sorted by
sources. • Last major update and Relevancy Score. • Different set of icons to indicate different result types. • Favorites.
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Search Results
Expand your Search
to other Oracle sites.
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Search Sources Knowledge Base & Archive
• Primary source for answers.
• Recommended Links highlight key documents. • Archive documents are not maintained. • Search on a document ID. • Each document type has a different icon. • Mark it as a favorite.
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Search Sources Knowledge Base & Archive
Best Provide Feedback
Practice on content.
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Search Sources Community
Great source for answers and
information - Content is from both Oracle Support Engineers and your industry peers.
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Search Sources Documentation
• Results from Oracle Help Center website.
• https://docs.oracle.com • Product documentation in HTML format. • Not all products have documentation in HTML format. • Cannot mark a document as a favorite.
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Search Sources Bug
• Search for customer facing bugs.
• Entering a number as a search term Bug 12345678 automatically includes Bug and Patch as search sources. • Searching for “Bug ######” will open the matching bug directly in Bug Viewer.
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Search Sources Patch
Patch12345678 • Entering a number as a search term automatically includes Bug and Patch as search sources. • Searching for “Patch ######” will open the matching bug directly in Patches & Updates tab. • Patches are opened in the Patches & Updates tab.
Patch icons with REC identifies
a recommended patch.
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Search Sources System Handbook
Search results open in
the handbook directly. Only for System products.
Sun Fire E4900 and
E6900 Servers Just the Facts.
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Knowledge Preferences
Knowledge preferences affect how search
results are displayed in the user interface .
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Hot Topics E-Mail
Subscribe to email notifications
for a range of information: • Knowledge documents. • Bugs. • Product news. • Desupport notices.
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Implement Best Practices
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Narrowing Search Results
• Default search results can
return an overwhelming number of irrelevant content. • Narrow search results by using: • Single Product Selector. • Inline Product Selector. • PowerViews.
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Narrowing Search Results Single Product Selector
• Available in the Knowledge Base
Search & Browse Area. • Available on user interface KM search results. • Choose the relevant product.
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Narrowing Search Results Inline Product Selector
Use the inline product selector
to narrow or expand a search based on the level chosen.
Available for: • Knowledge Base. • Knowledge Base Archive. • Community. • Documentation. • Patch search sources.
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Narrowing Search Results PowerViews
• PowerViews narrow search results based on a specific criteria. • Multiple PowerViews can be defined but only one at a time can be used.
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Narrowing Search Results PowerViews
PowerView is used by the
Knowledge Base Search & Browse and Global Search Bar.
Collection concurrent request
Search results are limited to the definition of the PowerView.
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Narrowing Search Results PowerViews
What if search results do not
appear to match the search • Many products can be associated with criteria? a knowledge document but only one document can be displayed. • Related Products, bottom of the document: Oracle Advanced Supply Chain Planning is one of many products associated with the document. • These types of results can happen in many cases with or without PowerViews being enabled.
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No Search Results Found
If no search results are found in the
knowledge base, the search is expanded to include additional search sources.
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Document Cannot Be Displayed
Check here! One of these
situations may apply to you.
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Best Practices
• Review Recommended Links.
• Narrow search results using PowerViews, Inline Product selector or Single Product Selector. • Whenever possible, cut and paste an error message into the search to avoid typos that might affect search results. • Provide feedback on content.
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Finding Answers Tips
• Disable product filtering if you are experiencing poor or no results
in your search. • The more search terms used, the better the results.
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Mobile My Oracle Support Learn more: Understanding Mobile My Oracle Support (Doc ID 1683083.2)
• By default you can quickly access
your favorite documents. • Click the Knowledge Tab to Search the Knowledge Base. • Your Recently viewed, and Recent Searches from your last My Oracle Support Session are viewable. • Mobile MOS is available for My Oracle Support and Cloud Support Portal Users.
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Additional Resources
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Proactive Resources for Tools, Training and Social Channels
Oracle Support Training and Resources Doc ID 1959163.2 Get Proactive
Social Channels Stay informed via: Get Oracle My Oracle Product Oracle My Oracle Support Community here Proactive Support Support Advisor Support Blogs here Examples: EBS / Database Portfolio Essentials How To Videos Webcasts Accreditations Twitter here Doc ID 432.1 Doc ID 553747.2 Doc ID 603505.2 Doc ID 740966.1 Doc ID 1583898.2 Examples: EBS / Database
Self-paced
Session playback
Live, interactive
High-level (concepts)
Deep-dive instruction (steps)
Learning is ongoing. Select and use learning options to meet your needs. Copyright 2020. Oracle and/or affiliates. All rights reserved. Oracle Support Blogs
Covers a wide range of technologies and applications.
Find information you need: • Product news. • Technical insights. • How to use support tools. • Exchange knowledge with industry peers.
Access Support Blogs
Direct https://community.oracle.com/community/support/support-blogs Product Index Locate Support Product Index, Doc 222.1. Search Locate ‘Product Support Blogs’ in My Oracle Support.
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My Oracle Support Customer Survey
How can we improve
your experience?
Provide your feedback about the MOS portal.
You can provide real-time feedback regarding the
MOS portal. A link will appear on the main MOS pages called 'Give Feedback.' Link takes you to a brief (3-5 step) pop-up survey that references the area where user was working.
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Any Questions?
• If you have questions now is
the time to ask them. • Post your question into the Webex Chat feature and I will read out the question and provide the answer.
Q&A Copyright 2020. Oracle and/or affiliates. All rights reserved. Thank you
Oracle Support Services
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