Transcript Global Support Services Jack Malloch Product Service Advisor

Global Support Services
Jack Malloch
Product Service
Advisor
Oracle Support Services Evolution
Call Center
Reactive
• 2M New Calls (SRs)
• 5% Online SRs
Internet Content Center Customer Centric Svcs
Self-Service
• 225K New Calls
• 95% New SRs Online
• 30% Fewer total SRs
• 100M web knowledge
Interactions
Proactive
• Problem avoidance
through Healthchecks &
Diagnostics
• Closed loop feedback
to engineer better
products
• Increased Cust Sat
What Sets Oracle Apart
 Award-Winning Support
 Global Reach and Size – Scale Matters
in the Support Business
 Technology Leadership
 Advanced Support Technologies
 Support of Full Technology Stack
 Lifetime Support Policy –
Comprehensive,
Simple and Predictable
Introducing
Oracle Premier Support
Key Elements of Premier Support
Rights to Fusion
Applications
Global Reach
Continuous
Product
Enhancements
Global Support
for Rapid
Resolution
Advanced
Support
Technologies
Award-winning,
world-class
support
The largest, most advanced support organization in the world.
Product Service Advisors
 Continuously improve the relationship
between Global Product Support and our
customers.
 Work to effectively prepare our internal and
external customers with education,
knowledge, tools and resources.
 Ensure rapid, effective adoption and execution
of the support programs designed to ensure
customer success.
New and Improved
MetaLink
User Interface
New User Interface - Features
 Login/Logout capability
 Tab/Subtab Hierarchy
– Improved and simplified navigation
– More “real estate” for viewing
articles
 Improved “Quick Search” capabilities
New User Interface
New User Interface
New Quick Search Capability
 Value to you:
– Get the exact answers you need
– Save time
 Search in all categories (like original “Basic” search)
 Or search in specific categories
– Knowledge Base
– Bug Database
– Technical Forums
 Or by a specific ID #
– Knowledge Base Document ID #
– Service Request #
– Error Code
– Patch #
New Quick Search Capability
Quick References for MetaLink Basics
In MetaLink, first click “Help”
Next click “Global Help”
Revised On Demand Seminars – due in Feb ’06
http://www.oracle.com/support/seminars.html
Upcoming Internet Seminars
http://www.oracle.com/support/seminars.html
 24-Jan-2006 - Working Effectively with Support
 25-Jan-2006 - Support Diagnostic for E-Business
Suite 11i - Basic (3 time slots available)
 26-Jan-2006 - Introduction to MetaLink
 01-Feb-2006 – MetaLink My Configs & Projects
 07-Feb-2006 - Introduction to MetaLink
 08-Feb-2006 - Support Diagnostic for E-Business
Suite 11i - Advanced (3 time slots available)
 09-Feb-2006 - Working Effectively with Support
 15-Feb-2006 - Advanced MetaLink
MetaLink
My Configs & Projects
My Configs & Projects
 Oracle is introducing an exciting new service
capability
 Improve the level of Service to our
customers
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Faster diagnosis/resolution of issues
Proactive problem avoidance
Online delivery of services
Understanding customer’s business needs and
providing consistent responses and service
My Configs & Projects
My Configs & Projects
My Configs & Projects
•Accessible from MetaLink
•New feature/capability
•Key projects or services
•Critical information
Understanding Your Business
•Detail configuration & settings
•Healthchecks from best practices
•Changes over time
My Configs & Projects
•Define Configs
–Auto Config
–Manual Config
My Configs & Projects
•Define Configs
–Auto Config
–Manual Config
•Define Projects
–Key information
–Associated Configs
My Configs & Projects
•Define Configs
–Auto Config
–Manual Config
•Define Projects
–Key information
–Associated Configs
•Select Your Favorites
My Configs & Projects
•Define Configs
–Auto Config
–Manual Config
•Define Projects
–Key information
–Associated Configs
•Select Your Favorites
•Service Requests
–Logging
–Tracking
–Reporting
My Configs & Projects
•Define Configs
–Auto Config
–Manual Config
•Define Projects
–Key information
–Associated Configs
•Select Your Favorites
•Service Requests
–Logging
–Tracking
–Reporting
•Where to go
MetaLink Note
250434.1
My Configs & Projects
Auto Configuration
 Leverages
MetaLink as
delivery vehicle
MetaLink Portal
New MetaLink Services:
- MyConfigs & Projects
- Health Checks
- Configuration Data
- SR data capture
Customer Configuration
Data Repository
Existing
MetaLink
Services
My Configs & Projects
Auto Configuration – How It Works
Support
Agent
Customer
Repository
MetaLink
UI
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Runs local on customer machine
Collects customer configuration &
diagnostic data
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Central repository at Oracle Support
Use for proactive and reactive support
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Enhanced MetaLink portal
Online projects, environments, and Configs
Proactive Healthchecks based on best
practices
My Configs & Projects
Auto Configuration – How It Works
Support
Agent
Customer
Repository
Customer view Configs
from MetaLink
Thin JDBC
MetaLink
Configuration Data
Oracle
Intranet
Internet
HTTPS
Support
Agent
Host, Storage,
Network
Oracle Database
E-Business Suite
Oracle 9iAS
VPN
OCCN
Support
Agent
9iAS Web Servers
at Oracle DMZ
Support
Agent
Oracle
Support
@Oracle
@Customer
My Configs & Projects
Auto Configuration – Support Agent
 Features
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Automatically collects configuration data for Database,
eBusiness Suite, Application Server, Host, Operating
system, Network layer
Uploads every 24 hours
Installed on each server, HP-UX, Solaris, Linux, AIX &
Tru64
Healthchecks
Fully supported
Secure
My Configs & Projects
My Configs & Projects
Auto Configuration - Information
My Configs & Projects
Auto Configuration - Information
My Configs & Projects
Health Checks, Best Practices
My Configs & Projects
Health Checks, Best Practices
 “At A Glance”
Health Check
Summary
page for all
critical issues
and alerts
My Configs & Projects
Health Checks, Best Practices
 Database ORA-600
Tool
 Network Advisor
My Configs & Projects
•Define Configs
–Auto Config
–Manual Config
•Define Projects
–Key information
–Associated Configs
•Select Your Favorites
•Service Requests
–Logging
–Tracking
–Reporting
•Where to go
My Configs & Projects
Getting Started & New Users
My Configs & Projects
Support Agent Download
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
Manual Configuration
My Configs & Projects
SR Creation
My Configs & Projects
SR Creation
If you need Support
How to create an SR for MC&P
 Select Product ‘OSS Support Tools’
If you need Support
How to create an SR for MC&P
 Select Type of Problem ‘Support Agent
Install Issue’ or other
QUESTIONS
ANSWERS