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The following is intended to outline our general product direction. It is intended for information purposes
only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or
functionality, and should not be relied upon in making purchasing decisions.

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 Areas
Knowledge Base

• Recently Viewed.
• Recent Searches.
• Favorite Articles.

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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.

Copyright 2020. Oracle and/or affiliates. All rights reserved.


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.

Copyright 2020. Oracle and/or affiliates. All rights reserved.


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
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Thank you

Oracle Support Services

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