Oracle Support L1 Accreditation Study Guide PDF

Oracle Support Accreditation Level 1
Study Guide
Support Accreditation for Oracle Customers and Partners.
Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Welcome to Oracle Support Accreditation
A word from the program team

Thank you for deciding to include Oracle Support Accreditation as part of
your learning experience.
The content in this accreditation is fast-paced and targeted to experienced

users actively using My Oracle Support core functions on a regular basis.
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.
Accreditation is self-paced. You can begin your accreditation at any time.
Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 3

The Accreditation Process
Be sure you have good We recommend you

foundational preview the series Use the Comment/Sticky
knowledge of My modules and study Note feature in the study
Oracle Support core guide before you begin guide to note your
functions. this accreditation. comments and questions.
Use this Study Guide This guide provides links Make the program work
along with the video and information to help for you by pausing or
learning content to you get the most from replaying any video or
prepare for your your learning experience, testing actions in My
exam. so refer to it throughout Oracle Support.
your accreditation.

Get Help and Provide Feedback
Get Help
If you have questions during your accreditation, please click Contact Us from the
Oracle Support Accreditation Level 1 page, Doc 1579751.1. The program team
will answer your questions and provide recommendations.
How to use My Oracle Support How-To Video Series Doc 603505.1
Providing Feedback
Use the Rate this Module link next to each video to provide feedback on that
video. Be specific about what you liked and what you would like to see improved.
Use the Contact Us link to provide general feedback to the program team.
If you get accredited, post updates to the Oracle Support Accreditation
Community with examples of how you are changing your business with
accreditation best practices. Tip: see the post-accreditation roadmap at the end
of the study guide.
The Exam
Please do NOT post specific questions and answers in community.
Questions about specific exam questions should be forwarded to the program
team.

Accreditation Results
Enhance your expertise with proactive tools for
Tools Oracle products.
Leverage insights about capabilities you already use

Insights and take your experience to the next level.
Best Adopt recommended best practices from the use

cases for faster results.
Practices
Build your personalized toolkit of key documents,

Toolkit resources, and tools customized to your role.
Service Create fully qualified Service Requests to help you work

with Oracle Support more effectively.
Requests

Module Checklist
Module Completed
01 Introduction to Accreditation Program
02 Customer User Administrator and Support Identifiers
03 Introduction to My Oracle Support Dashboard
04 Knowledge Searching and PowerView
05 Product Certifications
06 Patches and Updates
07 My Oracle Support Community
08 Best Practices for Hardware and Software Support

Track your progress
09 Creating and Managing Service Requests
10 Mobile My Oracle Support

We recommend completing the modules in order.
11 Technical and Lifetime Support Policies
As you navigate through the series, check off modules you have
completed. If you need to take a break, you can easily resume your 12 Recap and Summary
accreditation.

Build Your Toolkit
A key Best Practice in Oracle Support Accreditation is building and maintaining a personalized toolkit of key resources.
Best Practice:
This is an easy way to keep track of content of interest (and locate it again when needed).
Also create a browser folder for your
Start by making knowledge documents a Favorite by clicking the gold star. products to find that content quickly as part
of your extended toolkit.
From My Oracle Support, click on the Favorites folder in the top navigation (Gold Star) and select Manage Favorites.
Click New Folder to create a personalized folder such as My Oracle Support or create a series of product-specific
folders for topics like troubleshooting and patching.
Click the arrow to the left of My Folders to expand it and see your new folder.
Locate your newly marked documents and move them to your folder.

Set Up Hot Topics Emails
Another recommended best practice is to set up Hot Topics E-mail notifications. 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.

User Profiles for Our Examples Our examples are demonstrated with standard functional and technical
user types. Depending on your organization, your role could be either
user type (or a hybrid of these functions).
Functional User Technical User

Our functional user has general access to My Oracle Support, which includes the Our technical user has SR Create and Update privilege in My Oracle Support and access
knowledge base and My Oracle Support Community. This user searches the portal for to Patch downloads.
knowledge content to research and resolve issues or questions.

Path Objectives
This content is intended for both

functional and technical users who Nothing our users demonstrate should
regularly use My Oracle Support and be new to you, as they are recapping
want to be proactive with Oracle common activities you need to know to
support tools and products. pass the accreditation exam.
The modules will refresh your If any topic being demonstrated is new,
knowledge and proficiency with review any additional knowledge
resources and tools available to documents highlighted as important.
help you get started and then
stay up-to-date with Oracle
support tools.
Build your personal support toolkit of My Oracle Support capabilities.

Implement high-value best practices to manage information overload.
Fully leverage Oracle tools and spend more time on your primary business role with easy-to-implement suggestions.
Address common questions with product use cases from subject-matter experts.

Resource Examples and Searching Become a searching expert to ensure you
find relevant content.
Get Proactive Portfolio Finding Resources Best Practices

Throughout this Accreditation Series, our users will Search terms use natural language searches with
highlight many support resources. full search terms, not single words.
We will often cite the Get Proactive catalog as the Use a product filter. Create a PowerView (PV) for your
source for resource links our product team primary products and leave it on. Or, create a PV at
recommends. the product-family level.
The Get Proactive catalog is a dynamic resource Add double quotes around only "important terms"
that is updated over time by the product team to that MUST be returned in the search.
highlight various high-value resources.
Check additional sources like Documentation or Bug
There may be occasions when a specific resource in to expand your search.
a user example is not highlighted in the catalog.
Use "inline" product refinement (within your search
The highlighted resources are available and can be I can easily find content in My Oracle result lists) to quickly broaden or narrow down your
located by searching. Support by using a search phrase most search results.
applicable to the content I need.

12
Our Examples
The examples use real version numbers to illustrate the The current production version may not always match the
concept of the users action such as searching or planning example but the idea is the same for learning purposes.
for an upgrade.

Oracle Support L1 Accreditation Modules

1.0 Introduction to Level 1 Accreditation
Accreditation is a self-paced learning program.
You pick the time that works for your schedule to complete the content
and take the exam. We suggest setting aside 3-4 hours (minimum) for the
accreditation. Your individual time will vary.
Use the Study Guide content as a companion resource to the video

content.
The majority of learning content is provided in video format. Each video is

short (approx. 6-15 min) and opens in the page.
Tip: There are no questions from Module 1 on the exam; its just
foundational information for you as you go through your accreditation
experience.

1.1 Introduction to Accreditation
Use the control bar on the bottom of the video frame to pause, play, make the video When you take the exam, you receive immediate notification about your accreditation
full screen, or adjust the volume. Or, click and drag the cursor on the control bar to go status in the exam interface. The accreditation exam is 60 questions (multiple choice,
back a few seconds. If you mouse-over the video, the video name appears on top of the T/F) and requires a score of 80% to become an Oracle Support Accredited User.
header bar (along with an information button). If you click the information icon, details
about the video appear. Click the video image to return to the video view.

1.2 Manage Your Accreditation Experience
A few suggestions to help you have a great experience:
Study Guide 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.
Closed Captions Make use of Closed Captions in the video console to display the script onscreen if prefer to read the narration. Use the options to adjust your display.
How To Series Leverage the My Oracle Support How-To Video series for any new topics. These short videos provide step-by-step demonstrations of basic functionality.
You can watch any of the videos at any time, and then return back to this accreditation. Be sure to make this document a favorite for your toolkit.
Try It Yourself Try it yourself to reinforce your understanding. Click the Pause button on your video and try the suggested action.
Get Help Finally, use the Contact Us link on your accreditation home page to engage the program team. We are here to help, so please let us know if you need anything.
You can influence the Accreditation program by posting

ideas into the Accreditation community or contacting us
directly. Based on input from our users, content
improvements are prioritized. Do more than take
accreditation become part of our team.

1.3 Completing Your Accreditation
You need a minimum of 2-3 hours to complete the learning content and
the exam. Your actual time will vary.
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.
When you pass your exam, use the Certificate link on the accreditation
home page to print your completion certificate.

2.0 Customer User Administration and SI
We will cover recommended best practices for both users with the
Customer User Administration (CUA) role and non-CUA users.
What you should know for your exam:

The scope of the Customer User Administrator role
Number of CUAs recommended for your business
How to Locate your Support Identifier (SI)
Receiving full Service Requests updates via email
Support Identifier Groups
Bonus Content Establishing the first CUA

Obtaining the SI and establishing the first CUA: the process starts
when your organization purchases products from Oracle and the SI is
assigned. The technical contact is sent an email-based welcome pack
with the new SI. The contact signs into My Oracle Support and
requests access to the SI. Oracle validates the request and approves
the first CUA for the SI.
It is now the CUAs responsibility to manage access for other users

and set up SI-related features. Alternatively, the first person to
register for an SI can become the CUA.

2.1 Core Concepts WHERE your access and assets are
managed.
Your CUA will leverage My Oracle Support
and Mobile My Oracle Support portals to
My manage access for your users.
Oracle
Support
WHO is managing your WHAT is being managed.

access and assets.
Your SI (numeric value
Your administrator for roles associated with your products
and privileges within My and services), your portal
Oracle Support. Your access, plus HW for some
contact for new access or users.
updates to existing access
if your role changes. Support
CUA
Identifier

2.2 Customer User Administrator & SI
My Oracle Support is Oracles online support portal. A personalized, one-stop shop for knowledge, solutions, community,
proactive tools, and service requests. Leveraged by both functional and technical users to meet the objectives of the role. Support Identifiers are assigned per
Oracle Purchase Order.
Support Identifiers A Support Identifier or SI is a numeric value assigned to orders when you purchase Hardware and all
software. SIs can be hardware only, software only, or a combination of hardware and software. Partners also have Support Oracle customers asked for the ability
Identifiers OPN software Support Identifier, Support Partner SP software SI, or SP hardware SI. to manage assets in a way that closely
aligned to how they manage their
Under My Account, view products associated to your Support Identifiers and the type of access you have associated to that organization and administrators.
Support Identifier. If you need any assistance to locate your SI, log a non-technical Service Request in My Oracle Support,
located under Contact Us. Or, for partners, access the Oracle Partner Business Center and log a non-technical Service Oracle created Support Identifier
Request. Groups. These allow you to group
assets and products from different
Your Customer User Administrator (CUA) performs an administration role that includes managing user access and support Support Identifiers into virtual groups
identifier features. called containers.
Best Practice: Establish a minimum of two CUAs per support identifier. Why is this important? Managing user access requests
in an ongoing function of the CUA. Having multiple CUAs in place ensures that users like yourself have adequate coverage and
back-up coverage if any CUA is unavailable.
Technical contact The CUA is now

Customer purchases Technical contact is Oracle validates the
signs into My Oracle responsibility to
products from sent an email request and The process to obtain
Support and manage access for
Oracle and a welcome pack with approves the first the support identifier and
requests access to all other users and
support identifier is the new support CUA for the Support establish the first CUA.
the Support set up SI-related
assigned. identifier. Identifier.
Identifier. features.

2.3 Best Practices for CUA
Best Practice: have a minimum of two CUAs per support identifier. This gives your organization adequate coverage
for access requests, especially if your CUA is unable to respond to a request. If you are the only CUA for a support How the CUA sets up Support Identifier Groups
identifier, talk to your manager about expanding the coverage with at least one back-up. Request and receive access to set up support
Best Practice: understand your organizational strategy for user access. What do you need to know before granting identifier groups.
access for SR Create and Update? Your organization can guide you on how to effectively manage the number of Group assets to mirror how the admin staff
users who are logging service requests. are grouped; select Support Identifier and
Create New to view container creation page.
Best Practice: plan time in your schedule to manage access notifications. Maybe you spend 15 minutes early in
the morning to process all pending requests. Make it work for your typical workday, number of requests, and how Enter name and description for the container
you like to work. and validates the access defaults. Tip: if this
container is for Admins, they should have SR
Best Practice: Take advantage of both My Oracle Support and Mobile My Oracle Support to easily review and Create and Update, patch download, and
respond to user requests.
Asset View.
Best Practice: Keep your access model current. On a quarterly basis, review users with access to each CUA and Select Create and the container is created.
add or remove access as required. Export a list of all users associated with the SIs you manage and implement any
desired changes. Add users and Assets and software to it.
Add users who are already approved to a
Best Practice: Enable full text in the email notification to improve the productivity of your users. Check with your
support identifier you manage.
organization to confirm if this aligns with corporate direction. This functionality is available for most Oracle
products. Select users, locate them, and add them. It is
the same process for adding software and
Best Practice: If you manage many SIs and have users who need access to the SIs you manage, add the other SIs hardware.
they will be using once you approve the first SI.
Thats it, you are done.
Best Practice: Add more detail to the SI Name and Account. Access the SI and update the Name and Description
fields. Your users can now see the more detailed Name (SI) and Description (Account) and this improves which SIs
are selected when users create SRs.

Best Practice: Use SI Groups to organize your users, assets, and SIs into groups that mirror how your organization
works. Setting up Support Identifier Groups (or SIGs) allows you to group users to only see the assets and Action Plan;
products of interest. So, if you are the CUA, think about
Best Practice: Set up auto approval for functional user access to knowledge base and community. This saves you implementing at least a few of these
review time and allows the user to immediately begin searching for solutions. suggested best practices in your business.
You have an opportunity to ensure easy and
Best Practice: If you have hardware, associate the Hardware settings to the HW users who need to manage the fast access for your users and a great
assets and Auto Service Requests.
experience for yourself.

2.5 Best Practices for the non-CUA
Best Practice: 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 Action Plan;
use the general functions related to SIs, hardware, and access. In most cases, your CUA will address your question So, if you are the CUA, think about
or need.
implementing at least a few of these
Best Practice: Provide justification for your access request to let the CUA know about your access needs. A suggested best practices in your business.
detailed business justification for SR Create and Update and patch downloads is a key best practice. Include your You have an opportunity to ensure easy and
role, team, project, and any manager approvals. Why is this important? Your CUA could refuse your request fast access for your users and a great
without a full understanding of the business need and that could delay your work. I am part of the upgrade team
experience for yourself.
for this product area and will need to log service requests to support the XYZ project that kicks off at the
beginning of the month. If you need confirmation, please contact Greg Jones.
Its 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. Again, be sure to include the
business justification.
Best Practice: Enable SR Details this option is available when the CUA enables this feature on the SI. This
enables you to receive email updates with the body of the update in the email for most product lines.
Best Practice: If you need assistance to locate your SI, log a non-technical Service Request, located under Contact
Us in My Oracle Support. Or, for partners, access the Oracle Partner Business Center and log a non-technical
Service Request.
Best Practice: Think about the future If you know that your role is changing, make sure your access levels and
support identifiers are in alignment. Lets 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. Remember to include a business justification
that explains why this specific SI is required.

3.0 Introduction to My Oracle Support
The content today will refresh your understanding of the My Oracle

Support layout, how to set up the dashboard based on your role, a review
of the best practices for My Account settings, how to stay informed, and
available resources.
Understand Assets widget
Setting up and Using Hot Topics Emails
Customizing your dashboard layout
Getting up to speed on My Oracle Support

3.1 Introduction to Oracle Support
Spending just a few minutes customizing your dashboard adds ongoing value. It can help you quickly focus on your areas of
interest every time you access My Oracle Support. And, you can easily change the dashboard as your role changes. The Hardware Assets
objective is to make My Oracle Support work best for you.
If you are on the Systems home page
The number of tabs you see depends on the Support Identifiers associated to your account. If you have more tab options (and do not see a list of your hardware
than the space available, they are located under the More tab. The top section displays the global content that appears on assets), it could be due to two reasons:
every page in My Oracle Support. 1) You need to have a Support Identifier
associated to your account for hardware
The search option shown is about searching the knowledge base. When you are on a specific tab, such as Service Requests and 2) you need to be approved to view
or Patching, there is an additional search option available on those tabs for searching within those topics specifically. assets to see the related content.
If you need access to a Support Identifier once you have registered, select Request Access and enter your SI. If you have a You can resolve these issues by
serial number, select Find a Support Identifier and enter your serial number. Add the reason you need access and the accessing My Account and checking
request will be reviewed by your CUA. your Assets status if says No
Access, it needs to be changed to
Most user access issues can be addressed by the CUA for the SI. It is the role of the CUA to make sure the correct level of View in order for you to see assets.
access is established for each of their end users.
If you do have No Access, contact
You have flexibility to the layout of the dashboard based on the tasks you perform. Take time and spend a few minutes to your Administrator (CUA) and
lay out the dashboard exactly how you like. request access.
Be sure to engage your CUA for

any access issues as they are your
first point of contact.

3.2 User Examples You have flexibility to the layout
of the dashboard based on the
tasks you perform.
Database Administrator System Administrator SP Partner for HW

From the dashboard page, select Customize Page. The next example is for a user associated with As a service request partner, this user is often
Hardware. dealing with multiple end customers. And, the
Select Add Content to view a pop-up and select
dashboard has great filtering properties for that.
widgets available for the dashboard page. As you can see, the Assets is at the top, and the
user has added two service request regions the
In this example, we will look at what is specific for For the Assets, this user can filter by support
first being for those that the user created and the
a database user. identifier to quickly toggle between end customers
second one for everyone else with the Support looking at different types of assets and ASR
This user may add health recommendations, Identifiers. qualifications.
inventory report, etc. Then, close the pop-up by
And, the HW user includes draft service requests
selecting the Close button and close the Customize Likewise, with the service requests, the user can
because ASR is set up and the user also has
feature. filter by support identifiers to quickly see what is
patching and knowledge.
Then, view the new layout. There are options to happening.
Note: As a system administrator for hardware, the
move things around on the dashboard by dragging
assets region is a key feature and we will be In addition, there are multiple service requests
the current regions.
covering that in two later sessions where we look regions.
In the Targets area, this user can select the Targets at best practices for hardware and service requests
names to view information or configuration. for hardware. Is this user has a few different customers with
On the dashboard, the user can view information some hot Severity 1s, the user can have all those
about the actual systems. One of the cool features open either in the left-hand bar or in the main bar.
here is that you can directly go and log a service Again, its easy to see what is happening and
request. effectively manage multiple service requests.

3.3 Stay Informed
There are many ways to stay informed about changes and content within My
Oracle Support. Here are some examples My Oracle Support Resource Center,
the Hot Topics Email, Blogs, and Twitter.
My Oracle Support Resource Center You can search for My Oracle Support
Resource Center in My Oracle Support. You can also locate it within the Getting
Started on the dashboard home page (Existing Users: Whats New, Doc
873313.1 ). Click the star icon to make it a favorite and check back often as this
is a great resource. Navigate through the tabs when you have time and look at
the available content. With every portal release, there are release notes under
Whats New which provide the latest information about updates in My Oracle
Support.
Hot Topics Email Notifications To subscribe, select My Account and go to the

Hot Topics Email. Take a few moments to check your preferences. For this
example, click Add from Selected Products and type My Oracle Support for the
product and select Knowledge Articles. Each time a new knowledge article is
updated for My Oracle Support, you will receive an email notification with those
links in it.
Best Practice: Try options to stay informed and see how they work for your role
and how you like to be updated. If you are getting too much email, change
your options. You could change your frequency to Weekly if that is a better fit
than daily emails.

3.4 Blogs, News, Webcasts, and Help
There is also a lot of great information in the product lines.
Product Support Blog and Newsletter Index each of the product lines often have great content about how to stay informed about their product or how to stay informed
about product-specific features within My Oracle Support. Over time, many of the product lines have transitioned from the traditional newsletter to a product blog format.
Find your product of interest and locate their product updates. Product Support Blog and Newsletter Index, Doc 222.1.
Blogs there are two blogs we would like to highlight. The first is Support Portal and this is the My Oracle Support Blog and the second one is the Get Proactive Blog. This
also has tips and tricks for using My Oracle Support and from this one you can see there is a link through to Twitter. If you select that, it will take you through to the My
Oracle Support Twitter account, which you can subscribe to. The link for the My Oracle Support Blog is in the Getting Started region Support Portal Blog. Access the Get
Proactive blog from the Get Proactive Index, Doc 432.1 Get Proactive Blog
Essentials Webcast Program The Essentials webcast program has a great list of topics including the My Oracle Support basics that provides more detail topics covered in
this module you can select the time and language available to you. My Oracle Support Essentials Webcast Series, Doc 553747.1.
Help menu There is always the Help menu located up in the top right-hand corner in My Oracle Support. It is content-sensitive based on the page where you select it. Best
Practice: Leverage the help menu. This resource is often under-used. It takes just a minute to look up content of interest to learn more about the topic, how to use it, and an
explanation of the feature.
Need More Content on The Basics?
If anything I have discussed today is new to you, be sure to

check out Doc 6035051, the My Oracle Support How To
Series. If you still have questions, please post them in the
community and we will get back to you as soon as possible.

4.0 Searching and Browsing
Our expectation is that you have been searching in My Oracle Support on

a regular basis and you have completed Part 1 and 2 of the search training
in the My Oracle Support How-To training video series, Doc 603505.1.
This module is intended as a refresh of your knowledge about searching.
We will cover knowledge settings, searching and search results, refining

your search terms by product, search assistants, and additional resources.
Managing your search responses in My Oracle Support
Searching use search terms
Search refinement
PowerView filtering

4.1 Knowledge Search
User Activity Searching Get Results

There are more than 500,000 active knowledge Most users start their search by entering a key word If I enter My Oracle Support Training the words
articles. in global search; the knowledge search engine are treated as My Oracle Support and Training.
works best with a natural language search where Notice the difference in the results if I put quotes
And, there are over 9 million searches per month, you type a phrase or a question or more than one around My Oracle Support Training now I have
resulting in over 12 million article views by users. keyword. For example: you might have noticed that results with my exact phrase.
More than 50% of service requests are resolved as you type a list of suggestions appear. This list is
with known solutions from the knowledge base. displayed based on your knowledge settings, When I type in just the word training, the tips
located under My Account, Knowledge Preferences. recommend what I should do to improve my search.
So, why does this matter to you? When the results are displayed, you can change
The search suggestions are displayed based on the your search results by clicking on the different
We want to help you find relevant content and solve settings in this preference and you have a few knowledge bases. You can click to add or remove
your problems and answer your questions quickly options either ON or OFF, and if ON, how many do and the results are updated in real time. Did you
and easily. Thats it. you want supplied (5 or 10). For example, I can edit notice that if the search has no results in the
this and select 5 and apply. Now, when I start to Knowledge base, the search automatically includes
The full value of My Oracle Support is delivered to
type, only 5 suggestions are returned. The other the other sources?
you when you are able to find what you need.
options are all best left ON as they support your
search experience within My Oracle Support. Best Practice: Think about exactly what you need to
make sure your results are targeted and effective
Global search is available on most tabs. If you search and filter by selecting the product, adding more
within the global search box, your results are terms, etc.
displayed on the knowledge tab. Search performs
best when you enter a phrase or a set of key words.

4.2 Searching Tips and PowerView
You can enter a product and/or version and then additional key words to refine your results. Additionally, weve been working to co-locate content around activities users often
perform. The co-located content is called an information center. If you navigate to the knowledge tab, you can pick a product. And, if an information center exists, its
automatically displayed. By now, you should be very familiar with the layout These documents are a great way to learn about a product or tasks. For example, to check the
configuration of your software, you could make use of ORAchk and Doc 1268927.2 provides everything you need to get started.
Have you used PowerView to streamline your search for specific products or support identifiers? You can create a PowerView to filter by product. How PowerView works is
covered extensively in the PowerView training video accessed from the My Oracle Support Video How-To Training Series. Best Practice: Check if your PowerView is ON or OFF if
you are not seeing the results you expect from your search. If you have a product-specific filter on, it will limit your results to that product and may not be applicable to a more
generalized search need.
Sometimes when you search, the results include documents with the word assistant in the title. These documents have been created to assist you in locating answers for a set of
symptoms. For example, a troubleshooting assistant document co-locates typical symptoms you may be experiencing. The document displays a set of prompts for you to select
from based on your answers, the assistant displays one or more documents that may have the solution for your set of symptoms.
Notice how the dashboard and

other tabs that make use of
PowerView will display content
filtered based on your selection. If
you use PowerView, you will see
the icon displayed in the region.

4.3 User Examples Lets take a look at a few examples and see which search approach is going to fit best
with her needs. As you build your search expertise, youll be able to quickly and easily
locate content based on the objective and product.
Example #1 PowerView for product line Example #2 Search Refinement by Update Date
Sue wants to find content related to JD Edwards EnterpriseOne. John wants to search for content related to Siebel CRM but with a more specific
parameter.
She has tried several searches in the global search field, but did not find exactly
what she wants. And, it feels like it is taking too long to get results. He was talking to a support engineer about fix packs and the engineer indicated
that he had just updated a knowledge document that has information relevant to
Which search or filtering technique should she follow? In this scenario, we would Johns question.
recommend that Sue create a new PowerView filter.
Is it possible for John to review content based on update date? Yes, he can use the
She could select Product Line and then JD Edwards EnterpriseOne, and Create. Knowledge tab and input his product, version, and select Updated in the last 2
weeks as the time filter.
She can see that the new PowerView is set to ON as it appears in the global area at
the top of My Oracle Support. This allows him to focus his search to recently updated content.
If she types in a search for JDE patches, all her results on the knowledge tab are In this scenario, John uses the inline product refinement option on the Knowledge
related to JDE. And, she can see that the Knowledge tab shows that PowerView is Tab to narrow his search results.
filtering by Product Line.
The date parameter is especially helpful if he does not know the exact wording of a
She can now refine her search to be more targeted and know that she is reviewing document name but knows that it was just updated.
all the content the JDE product team has developed.

4.4 Help Menu and Best Practices
Best Practice: Leverage context-sensitive help as For example: if John is on the Patches & Updates The Help Menu offers users a powerful filtering
part of your search toolkit. tab and clicks the Help menu, he sees content for mechanism and is easily accessible as you navigate.
patch topics like Patching Quick Links, Patch
This is a fast and targeted way to learn about You can save a lot of time by simply clicking Help
Searches, and Patch Details.
content in My Oracle Support that can help you wherever you are in My Oracle Support to find
targeted content (without setting filters or creating
understand terminology, how things work, and give If he switches to the Service Requests tab and clicks a search).
you information that may help you further improve Help again, he can see content such as How do I
your search technique. search for a service request? or How do I create an
SR?
If you click the Help menu in the upper right of the
global banner, it displays the documentation manual Best Practice: Try out some of the search
focused on your current page. techniques covered in this module. Make sure you
understand the best way to find content of interest.
Frustration with searching is often related to search
technique. Effective search technique saves you
time, helps you avoid unnecessary service requests,
and benefits your company by helping you find (and
leverage) the latest information available.

5.0 Product Certifications
This module covers product certifications using the Certifications tab with
a focus on best practices for leveraging this information for your business.
The content builds on your foundational knowledge about using the search
functionality on the Certifications tab.
What is available on the Certifications tab
When and why to check the Certifications tab
Finding your product certification information
Foundational Knowledge
Need help with the basics for Certification?
How To Use My Oracle Support Certifications, Doc 1945326.2

5.1 Oracle Product Certification
What is Oracle Product

Certification?
A combination of Oracle and third-party

products, operating systems, or hardware that
Oracle has tested and should work together.

5.2 What Can You Find on the Certifications Tab?
Application
Databases Servers
Directory/ Operating
LDAP Systems
Desktop Enterprise
Applications Applications

5.3 Product Certification Common Scenarios
You purchased new hardware
and need to determine what
products are supported on that
release.
Upgrade Get Proactive

Why would you need to look up product
certifications?
1 2 3
Lets start with some common scenarios.
New Hardware
You plan to upgrade specific You want to proactively

products or operating systems manage support and
and need to review the target certification as part of your
version combinations to validate business model.
or modify your upgrade plans.

5.4 Product Certification Common Scenarios

5.5 Best Practices Provide Feedback
7 1 Get Proactive
Ask questions in
My Oracle Support
Community
6
Develop effective
search technique
Ready to change your 2
business with Certification
Best Practices?
5
3
Leverage Certification
Quick Links
Search My Oracle
Support 4 Prepare for
Upgrades
5.6 Details on the Recommended Best Practices
Best Practice Make It Work For You
1 Get Proactive 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.
2 Develop effective search technique for Find what you need quickly at any time during your product lifecycle. Confirm if your products are available on the
our products Certifications tab. Consider saving searches for easy access in the future.
3 Leverage the Quick Links region There are helpful links to training content, tips, and certification news.
4 Prepare for Upgrades 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.
5 Search My Oracle Support If you dont 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.
6 Ask questions in My Oracle Support Questions about Certifications can be asked in your specific Product Community. Locate the Product from the Space
Community List and look for a certification sub-space or the most appropriate product sub-space. 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
sub-space for discussion, follow it for future updates.
7 Provide feedback 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.

5.7 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 its time to research the combinations to see whats 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.
Bobs 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 doesnt 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.

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.
The results indicate that Oracle E-Business

Suite 12.2.5 is certified on Linux x86-64
Oracle Linux 5.
He can click into the details on that to learn

more about the support duration for the 1.
combination. Always check out the Top
Level Certification Results
2.
Expand and review the
relevant components here to
see what combinations are
certified.

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.

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.

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

5.8 Proactive Certification Example
Another reason that users may leverage Certification data is to proactively validate the current footprint of components and versions. In this example, your team does not
have an upgrade window on the roadmap, but you have planned for a quarterly proactive review to ensure the team is aware of any possible support coverage concerns.
The search process is the same as covered for the upgrade, except the focus is on the current versions. Review each component and the associated support coverage.
1.
This search relates to the
current release in
production.
2.
Review current
versions in your
combination to note
support dates.

6.0 Patches and Updates
This module covers best practices for patching and will build on some of
the concepts already covered in the series including product certification
and access privileges.
Patch refers to code that may fix or provide additional functionality to your
software. Some product lines call these a Quick Fix, some call them
updates, firmware, or patch.
Regardless of the name, your process to locate and download the patch is
the same.
Patch downloading
Patch search technique
Getting help with patching
Patch Advisors and patch plans

6.1 Patching Basics
Take time to learn about patching. The foundational video training walks you through patching with step-by-step instructions.
Watch the Video

Patches and Updates Video,
Doc 1543731.1
Review the Center Find Targeted Advisors

My Oracle Support Patches and Oracle Support Lifecycle
Updates How To, Doc 1966784.2 Advisors, Doc 250.2
(upgrade advisors, patching
& maintenance advisors)
Patch Conflict Checker,
Doc 1941934.1

6.2 Patching Basics
Patching and upgrading are common activities many Lifecycle Advisors

technical users like support administrators are asked
to perform. Make use of patching and maintenance content
available as part of the lifecycle advisor series, Doc
From the certification video, you discovered how to 250.2.
validate different releases of software, operating
system and hardware platforms to see if they work These articles are easy to locate by entering in
together. terms such as patch advisor.
Once your environment is certified, you may need Select the lifecycle advisor, locate the product of
to upgrade or patch to keep the configuration interest, and select upgrading or patch advisor.
current over time. Or, you may run into some type
of issue and your application or hardware is not The content is laid out in a tab format, using a step-
performing as expected. by-step approach to evaluate, plan, test, and
implement patching and maintenance activities.
You may have an error string or code problems and
you search the knowledge base and a patch is Take time to explore this resource, including the
recommended. Or, you had an issue and called
Once your environment is certified, you may content-specific videos about patching for your
Oracle Support. need to upgrade or patch to keep the product.
configuration current over time.
Regardless of the trigger, you need to download a
patch and there are a number of simple ways to
do this.

6.3 Patches & Updates Example
As part of a service request, you may be given a patch number to download.
For example, you want the patch set for database 11.2.0.2 and are provided patch number 10098816. Just enter the patch number, click Search, and the results are displayed.
The table is sorted by selecting the column names.
Based on the details you provided, this search shows every platform. Select Edit Search, and add your platform (Oracle Solaris x86) and the results are refined.
If you are working with a team, you can share the results using the Share Link feature.
Selecting the patch number provides additional information (if available) such as a list of the bugs covered by this patch, download access level, and related knowledge articles
referenced by this patch. There is even a count of downloads and a trends option.
Best Practice: be sure to notice if a patch has been superseded. The Download Patch page will provide that data for you and recommendations.
If you have questions, you can enter them directly into the community from this page. In addition, you can review what others have been posting about this patch.

6.4 Additional Patching Examples
JD Edwards For JD Edwards patches, the search process is the same. However, select JD Edwards
Patches link from the Patch Search region. Select your configuration, the release, and platform,
agree to the license and select Search. Once you locate your patch, you can download it.
Recommended Patch Sets Some teams, like E-Business Suite, have created a Quick Link to the
patch sets or recommended patch sets for its products.

6.5 Advisors, Plans, and Patching Content
Similar to certifications, Patch plans and upgrade plans This section is similar to an audit
Plans
Advisors
Patch-Related
recommended patch advisor (Patch require configuration manager trail of your activity. You can see
Search > Search) allows you to enter 10.3.2 or higher to be installed. what youve downloaded, viewed,
a product and get the latest release Patch plans allow you to review the discussed and any patches youve
by selecting Oracle Solaris, release patches against a specific flagged as favorites.
11, for your x86 64-bit platform and configuration and patch plans are Similar to certifications, sometimes
the latest release is displayed. currently available for the product you cant quite find what you are
Or, select between two products lines shown here. looking for. Many of the product
such as Oracle E-Business Suite Example: you have a collector lines have created content in the
latest version and Oracle Database installed for one of your systems knowledge base to directly link to a
latest version. and you select one of your matrix of patches, versions, and
You select search and the list of configurations and select latest DB releases.
recommended patches are release and run an analysis. Many of the different product lines
displayed. Note that it provides the order of have created how-to documents for
patches to install and there are no patching, searching, and provide
conflicts. additional background about how
patching and maintenance works for
their specific product.

6.6 Patching Tips
Help Menu Remember our best practice of leveraging context-sensitive help? Its a great option for patching just access the help menu in the top right-hand corner. On
the patches and updates tab itself, there are Quick Links located on the left-hand side which also provide additional support and information. Or, you can search the
knowledge base as I advised previously where there is a lot of content related specifically to patching by product family.
Document Your Plan Best Practice: Have your current product, OS, and patch levels documented and readily available. When you look for patch information in My Oracle
Support, update your upgrade or patch plan with your latest information. Do you know your patch level at any given time? Do you proactively look at available patches on a
quarterly basis? Finding patches or patch information is only part of the equation, the big picture is about keeping your platform up to date and delivering against your
business objectives.
Ask Questions and Get Answers If you still have questions, find your product family in the My Oracle Support Community. Look to see if there is a patch-related discussion
and if not, post a question at the product level and the support team will investigate and provide the answer you are looking for.
Finding patches or patch

information is only part of the
equation the big picture is
keeping your platform up to date
and delivering against your
business objectives.

6.7 Patch Regions Whats on Your Tab?
Region Description Requires OCM
Patching Quick Links Add this region to access a set of links to other patch
related resources.
Patch Add this region to view the set of recommended
Recommendations patches based on your system. Requires Oracle
Configuration Manager (OCM).
Patch Related Activity Add this region to view a history of your recent activity
including patches viewed, downloaded, discussed or
marked as favorites.
Patch Search The most commonly used patch region. Add this region
to search for patches. You can search by patch name or
by product and release.
Plans and Patch Add this region to create patch plan and manage patch
Requests requests. Requires Oracle Configuration Manager
(OCM).
Upgrade Planner Add this region to build upgrade paths to help you

upgrade to more recent releases. Requires Oracle
Customize the regions on the
Configuration Manager (OCM). Patches & Updates tab. What
regions work for your environment
and search needs?

6.8 Best Practices for Technical Users
1. Get certified and Get Proactive Take time to validate that your products are certified to work together. The strategy you develop to monitor certification can also be used
for tracking patches. Consider adding a proactive regular patch maintenance process.
2. Track Critical Patch Updates Review Critical Patch Updates as part of your Oracle Product patching strategy, including being able to locate and deploy Critical Patches.
3. 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.
4. Become an expert on product-specific patching Use Get Proactive to locate patching content under Upgrading for product-specific information. Review Patching modules
in the Level 2 Accreditation series for the products you support. Leverage Patch Advisors for detailed instructions and targeted information. Use Quick Links and the
Knowledge Base to locate additional content about patching.
5. Manage your SIs and patch download privilege Check your Support Identifiers to ensure you have the access you need for patching. If you are not sure about your current
privileges, view My Account under your name. Locate the Patches column and validate you have Download access.
6. Expand your Toolkit Use additional tools available for products supported by collector.
7. Leverage patching community Use patching community for your Oracle products to stay current on the latest patching questions and answers. If you want a peer review
of your patch strategy, use the appropriate product patching sub-space, and ask Support Engineers and your peers for feedback.
8. Use OCM If you have Oracle products installed that can use Oracle Configuration Manager, install and use it.
9. Review your Support Policies Understand the relationship between Patching and your lifetime support policy. You can look up content such as
Critical Patch Updates and availability against the support stages.

6.9 Best Practices for Functional Users
Research patches for your product combination and Post questions directly to the patching community If you locate a patch that you believe resolves an issue
access the readme to learn more about the patch. associated to the patch you are viewing to learn about or adds desired functionality, work with your internal
the experiences of your peers. technical support team to have the patch reviewed and
If your role includes being part of the test team for a tested.
new patch/release, the readme is a good first look at
the content you will be testing for your users.

7.0 My Oracle Support Community
This module will highlight best practices for getting the most out of the My
Oracle Support Community experience.
Many My Oracle Support users log service requests for issues which are
just questions. Did you know that the same support engineers who resolve
technical support requests also work within the community?
In addition, the many active users who participate in My Oracle Support

Community make this a great place to get questions answered.
Locating the best community for your need
Who is in community?
Managing email notifications from My Oracle Support Community
Using sub-spaces

7.1 Community How To Video Series
Be sure you have good working knowledge of the basic actions in

community.
The content and tips in Oracle Support Accreditation build on this

foundational knowledge.
Review My Oracle Support How To Information Center, Doc 1616733.1

and select the How To Video Series tab and review the video series.

7.2 Community Basics You Should Know
Rules of Conduct and FAQ
My Oracle Support
Community is NOT a place
Spaces & Searching & Connection to post private corporate
Profile Subspaces Streams information. Make sure you
Discussions
adhere to your
organizations security rules.
Your profile is managed by Use the Space List banner Search relevant sub-spaces Sort your activities by Community spaces and sub-
selecting Edit Profile > Your navigation to view top-level for existing content (before making different connection spaces are not a
Profile. spaces. creating a new discussion). streams. Turn notifications replacement for a Service
ON or OFF based on your Request. Be sure you know
Be sure to change your user Top-level spaces are the It is likely another user has preferences. when an SR is the right
name (Display Name) from product or general posted a question or issue action for your issue.
a number to your name. category. that may be helpful. If you follow a product
space, you get notifications Community FAQ review
Being able to reply to a Review the associated sub- If you do not find a related about all the activity in that frequently asked questions
users name is nicer than spaces for the top-level or exact match for your space and your inbox may and rules of conduct.
replying to a number. space to find the most need, create a new become large very quickly.
relevant for your question discussion in the most
or search. appropriate sub-space. If you follow My Oracle
Support Community at the
top level, you are following
EVERY space and every sub-
space within the space.

7.3 The Community Experience: People and Solutions
Meet the Community Members My Oracle Support Participate and Contribute Be sure to indicate which Follow People You may find a few gurus who
Community is available 7x24, and members include reply resolved your issue and mark it Correct. frequently have answers for questions in your product
Oracle Support engineers and My Oracle Support users. sub-space. Users become gurus by answering postings
This enables other users to find questions with answers with replies that are marked correct by the original
Both groups will react and respond to your questions as and quickly skip your question as they can see a Correct poster.
soon as they are able. You can leverage the shared reply has been provided.
experience and expertise at any time. You may want to follow those individuals by hovering
over their avatar and selecting FOLLOW.

8.0 Hardware and Software Best Practices
The content today will refresh your understanding of Oracle recommended

best practices: for your Oracle operating system, software, and hardware,
to ensure you resolve known solutions and create fully qualified service
requests that enable faster issue resolution.
Assets and permissions
Understanding Oracle Configuration Manager (OCM) and basic

collector tools
Auto Service Request (ASR)

8.1 Get Proactive for Your Products
The Oracle Support teams have worked to ensure you have an easy time locating the tools and resources to help
assist you resolve known issues for your products.
Best Practice: Make use of the product-based resource tools co-located in the Get Proactive Portfolio.
The Get Proactive Series can be accessed from either the Getting Started Region, the Knowledge Tab, or by Searching
on Get Proactive. Doc 432.1 is the introduction page to learn about the portfolio and allows you to select a product
of interest and access Best Practice Tools and resources highlighted by the product team to Prevent and Resolve
issues and Upgrade your Oracle Products.
For each link there may be an ACT link to provide more content and a DISCOVER link to access a video that explains
more the feature or tool.
Many of these product-based resources are reviewed in the Level 2 product based accreditation series. Some of the
features listed in the Get Proactive pages require the installation of Oracle Configuration Manager or the Oracle
Hardware Support Tools bundle. ACT link to content
If these terms are new to you, review the Essentials Advisor Webcast program, Doc 553747.1 and look for sessions
covering Oracle Configuration Manager or Oracle Hardware Best Practices for a deep dive on this topic and the
ability to ask questions during the live presentation.
DISCOVER Access a video

8.2 Tools to Know
Oracle Enterprise Manager Oracle Configuration Manager

Upload configuration data through EM Harvester. Centralized configuration information based on your Oracle technology stack.

8.3 Key Tools
Did you know its a best practice for Oracle Software support to enable Oracle Configuration Manager (OCM)? This application only collects your product configuration data
to enable Oracle Support to quickly assist resolving your issues and to enable the Health and Patch Recommendations displayed in the System Tab on My Oracle Support.
The first two collection tools are Oracle Collection Manager and Oracle Enterprise Manager Harvester collection job. These tools are available for the displayed products, as
you can see many of Oracles Products can make use of this feature. The data collected is analyzed and made available within My Oracle Support and based on your product
you can make use of the following features available in the Systems Tab.
There are many existing knowledge articles that explain how to set up these tools in your environment. The core point is that these tools only collect your configuration
data in Oracle Home and automate the sending via a secure method of this data to Oracle. We dont collect your data and we have a very strict Data Security and Privacy
policy in place to ensure only the Oracle Support Engineer working your issue has access to your configuration information.
The configuration information supplied by you, is made available within My Oracle Support in the System Tab or the Dashboard. The analysis is done on our side, therefore
there is no impact to your systems and you can view an analysis output on the Systems Tab in each of the regions. For example: System Patch Recommendations, System
Health Recommendations and an overview of your configuration.
Based on how frequently you send this data, you can track changes that have occurred in your systems. Best Practice: Use the configuration data to ensure you apply
recommended patches, make use of the upgrade planner, and address the Health recommendations. This data can also be used when triggering a Service Request to provide
the Support Engineer with everything they need to get started.
ORAchk Another tool available for Software users is ORAchk. This tool checks your configurations by performing an Audit. It does this by interrogating your Oracle stack
components and provides a series of output files that cover your System Health Score, known issues and recommended solutions. Use the link below to further research
ORAchk for your role and business. Review, download, and install ORAchk to resolve known issues on your Oracle Software Products. ORAchk, Doc 1268927.1

8.4 Best Practice: Oracle Services Tools Bundle
Best Practice: For Oracle systems, download and install the Oracle Services Tools Bundle and enable Auto Service Request
(ASR) on your hardware. This enables you to prevent known issues, automatically log service requests for a range of errors Oracle Services Tools Bundle
and faults as they occur and enable you to create a fully qualified service request. Use the Get Proactive Portfolio for Oracle
Self-extracting tool with four components:
Systems to locate these tools. From the ACT link, find support documents that cover the installation steps, frequently asked
questions, and deep-dive how-to videos to learn more. Explorer is a set of shell scripts that
gather information configuration,
Best Practice (Hardware): Install the ORACLE SERVICES TOOLS BUNDLE.
snapshot and current state.
Installing the Oracle Services Tools Bundle installs the Explorer and enables you to automate the data collection. You can
RDA captures the comprehensive
also automate the transport of data to Oracle via Oracle Secure File Transfer (SFT).
snapshot of your environment for
Once you enable the sending of explorer data to Oracle, you can make use of the Proactive Analysis Center. support for Mac OS, UNIX, VMS, and
Windows.
Best Practice (Hardware): Use the PROACTIVE ANALYSIS CENTER to analyze your system risk. How At Risk is your Oracle
Hardware and Operating System? Can you answer this question easily? If you have enabled Services Tools Bundle and SNEEP allows for easy serial number
installed Explorer, you can make use of the Proactive Analysis Center accessed via My Oracle Support. identification for those older systems.
There is a detailed instructional document, Doc 1634073.1 that provides screen snapshots, an overview, and a video to ACT is a crash dump analysis tool.
explain how to use this application. Using the Proactive Analysis Center enables you to diagnose how at risk your systems Installing the Oracle Services Tools
are by displaying a risk index and providing detailed information on how to address and resolve each risk identified. Bundle installs the Explorer and
enables you to automate the data
This Best Practice resource is a holistic proactive system solution and has been known to assist with quickly identify collection.
vulnerabilities for at Risk Systems, decrease the operational cost by managing downtime and reduce the number of service
requests and potentially the time to resolve the issue. You can also automate the transport of
data to Oracle via Oracle Secure File
Oracle Services Tools Bundle (STB), Doc 1153444.1. Transfer (SFT).

8.5 Best Practice: Proactive Analysis Center
Once you enable the sending of explorer data to There is a detailed instructional document, Doc
Oracle, you can make use of the Proactive Analysis 1634073.1 that provides screen snapshots, an
Center. overview, and a video to explain how to use this
application.
Use the PROACTIVE ANALYSIS CENTER to analyze
your system risk. Using the Proactive Analysis Center enables you to
diagnose how at risk your systems are by displaying
How At Risk is your Oracle Hardware and Operating a risk index and providing detailed information on
System? how to address and resolve each risk identified.
Can you answer this question easily? This Best Practice resource is a holistic proactive
system solution to help you:
If you have enabled Oracle Services Tools Bundle
and installed Explorer, you can make use of the Identify vulnerabilities for At Risk Systems.
Proactive Analysis Center accessed via My Oracle
Support. Decrease the operational cost by managing
downtime.
Proactive Analysis Center (PAC) Doc 1634073.1
Reduce the number of service requests and
potentially the time to resolve your issue.

8.6 Best Practice: Set up Auto Service Request (ASR)
Best Practice: Set up Auto Service Request for your business.
Enable your system to automatically notify Oracle Support and open a

prioritized Service Request on your behalf when a specific hardware fault
has occurred.
After installing the Sun Service Tools Bundle, review the information on
oracle.com/asr to learn more about installing, configuring, validating,
completing the activation and testing your ASR installation.
The electronic fault telemetry data will be sent securely to Oracle using a
one-way method; therefore, no risk to your environment.
ASR allows Oracle Support to work the issue before you are even aware of
it and parts are dispatched on receipt of the service request.
Oracle Auto Service Request, Doc 1185493.1

9.0 Creating and Managing Service Requests
The content today will refresh your understanding of common SR best

practices, and creating and then managing your service request. What is
NOT covered in this video is the management of service requests created
by Auto Service Request (ASR) that is covered later in our Level 2 series
for Oracle Systems.
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.
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

9.1 Before You Log A Service Request
It is a best practice to use the My It is a best practice to validate your Many products will require you to
Community
My Account
Diagnostics
Oracle Support Community to post My Account access levels. upload some type of output or
any how do I type of questions. diagnostic message.
Do you have the right Support Have you followed the hardware
The community is available 7x24. Identifier associated to your and software best practices?
The same Oracle support engineers account? And, do you have the For example, have you enabled
who work your service requests also Create and Update access level if collector for your software?
participate in the community. you need to log SRs?
If you have enabled Auto Service
Be proactive. Gather what you need Request for your hardware, your
to log the service request. Do you system may have logged a Service
Request for you.
have the log files, diagnostic output,
error messages, and business
impact?

9.2 Logging a Service Request
Lets review the Service Request process. 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.
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 more information about your issue.
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 dont need. The files
being requested aid in the timely analysis of your issue.
The final step is to determine how critical the issue is to your business. Best Practice: review your support policy for a correct understanding of the severity levels. Not every
issue is a severity 1. If you select Severity 1, additional data is required.
Submit the service request and you are done.
2. Known 3. Problem
Issue? Details
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
1. Problem
associated to the SI, you will not be able to select them when 4. Severity
attempting to populate the manager details field. Definition
Your SR

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 SR Whenever you can, avoid logging a service request. Leverage options like knowledge searching and My Oracle Support Community. As you 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 a service request. One of the main reasons users run into issues when
attempting to log a service request is they do not have correct access level and correct support identifier associated and approved for their account.
4 Know your Identify the right product and SI combination to make sure 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 Qualified Create fully qualified SRs. Provide as much information as possible to avoid delays and requests for additional information. This includes a 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 its 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 Get Automated Enable automation for SR creation. If you enabled Collector for your software, then logging a service request is an easy experience. If you enabled
Auto Service Request for your hardware, your system may have logged a service request for you.
8 Know When to use Understand the use of Contact Us service requests. This type of SR is for issues like account permissions, website, licensing, and sign-in issues. This SR
Contact Us is only 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.

9.4 Best Practices for Working an SR
Best Practice
1 Track Your SRs 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.
2 Manage Sev 1 SRs 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.
3 Use Chat 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.
4 Enable Full 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.
updates
5 Create an SR 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
Report your SRs.
6 Know Your Policies Know what is NOT covered by your Oracle Technical Support Policy. What is in scope is clearly listed in your Policy and its not listed, its not
covered.

9.5 Best Practices for Managing an SR
Best Practice
1 Keep Your Team in Talk to your team about your open SRs. Its helpful to run the SR report we discussed and make sure your team is in the loop on the issues. Maybe
the Loop 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.
2 Use Tracking If you are a technical user logging service requests, include your local tracking number (Customer Reference Number) so functional users can use the
Numbers number to track what is happening in the SR. Functional users with View Only privilege can view SRs created by your technical users.
3 Know the Process Know how to gain management attention to your SR (if needed). How to Request Management Attention to a Service Request, Doc 199389.1. This
for Management document covers: 1) when you need to request management attention; 2) how to request management attention; 3) What to expect after you
Attention request management attention; and 4) The benefits of requesting management attention.

Bonus Content: Upload Files to Your SR
If you are a technical user and work service requests, be sure you can
easily upload any content required by Oracle Support as part of the
investigation.
Do you know what to do if your attachment is larger than 2GB and you
have been asked to attach it to the Service Request?
Sometimes your crash file or other files being requested by Oracle

Support are larger than 2GB.
There are a few different ways to upload files to Oracle:
1. Upload using File Attach
2. You can use the FTP using Filezilla
3. FTPS or HTTPS using cURL
Learn more How to upload and attach files to Service Requests, Doc
1596914.1.

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 users 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.

10.0 Mobile My Oracle Support
Todays 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 Im going to
quickly recap how to update your service requests while having a cup of
coffee, search the knowledge base, and Ill 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 is Mobile My Oracle Support?
Available functions for general users and CUA users
Best practices

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.

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.

10.3 Best Practices for Knowledge
Best Practice 1: Best Practice 2:

Use the Knowledge options to find content. Jump to key resources.
You dont need to wait until you are back at your Another feature in the knowledge area is Resources.
desk to find knowledge. The knowledge section
provides quick access to the knowledge base in a Most of these resources should be very familiar to
very easy-to-use format. you as you work through the accreditation series.
For example: you are in a meeting and a question You can quickly navigate to the Get Proactive
comes up about certification for Fusion Middleware. portfolio, lifecycle advisors, critical patch updates,
You access Mobile My Oracle Support and type and tools and training documents.
product certification for fusion middleware.
This makes it fast and convenient to access content.
The first result looks like a good fit, so you click on Kind of like your own mini personalized toolkit right
the title to open it. After a quick review, you make on your phone.
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.

10.4 Best Practices for Service Requests

Track technical SRs. Track Contact Us SRs.
Technical users can keep track of open SRs from any Functional users can review Contact Us SRs in the
mobile device. Service Requests section.
Mark the SRs that are urgent as favorites to easily As you recall from the last module, this type of SR
find them on your mobile device and enable email addresses needs like account permissions, website,
notifications for SR favorites. A 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.

10.5 Best Practices for More Section

Take a few minutes to review the FAQ. The Get Proactive Mobile Links help you quickly
access accreditation, advisor webcasts, and the get
This is good foundational knowledge about all 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.

11.0 Support Policies
The content today will refresh your understanding of what the support
policies are, where to locate them, whats covered and not covered under
a technical support policy and additional resources.
Oracle support policies provide the coverage you need, when you need it.
They are simple, predictable, and flexible providing support for the
complete Oracle technology stack.
There is support for your Oracle service and storage or Oracle software or
engineered systems and solutions.
Complete support is an essential element of customer success and a

critical enabler of high system availability, operational efficiency and
continuous business innovation.
Locate the support end date for your products
What is covered by the policies?
Locate the support policies
Understand when you might need to access your policies

11.1 Support Policies
A part of the Oracle support policy is Oracle lifetime support.
What is Not Covered in Your Support Policy
There are three stages of coverage Premier provides full system support and is a 5-year commitment.
Extended is an additional 3 years for selected Oracle software and operating systems. Sustaining offers This is a commonly asked question. Lets take a look at a
unlimited technical and knowledge support and access to pre-existing content. few examples that would not be covered by your policy:
Best Practice: Understand the stages of support coverage and know how to locate and review your policies Oracle support engineers are not available to assist
as needed. with mapping business requirements to product
functionality.
In the module that covered certification, the use case demonstrated how to review the support
information for products. Educating system admin staff on how to write and
run scripts.
If you are not using the Certifications tab or if the content is not available there, you can locate the
information by following the links on oracle.com. Download the PDF and search within it to quickly see Addressing issues with debugging code that is part of
what is covered for each product. a unique customization you have introduced that is
not listed as supported in the specific product user
The policy PDFs outline what is covered for support. The policy covers troubleshooting and problem guide.
diagnostics that use experienced implementation and use of Oracle products.
Assisting with schema and attribute design or the
The Oracle support team assists with the fixing of product-based support problems. proper tuning of index or search filters against Oracle
software products.
Oracle Lifetime Support Policies | Oracle Technical Support Policies
Oracle Roadmap The support staff cannot discuss
what is in or out of any future product release,
release dates, or roadmaps.

11.2 Best Practices for Support Policies
Best Practice
1 Become an expert Become an expert on working effectively with support. This best practices document is a great resource to review and make a favorite for your
on working with toolkit. It includes what is outside of technical support and what users find confusing and typically ask Oracle Support about. Working Effectively with
support Oracle Support Best Practices, Doc 166650.1.
2 Find Product- 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
Specific Policies certification search; 2) You can find the policy links from oracle.com; and 3) Within My Oracle Support, locate documents where specific product
teams have listed out additional content. Search using terms such as Technical Support Policies.
3 Search the PDF Find content in your PDF. You can download any PDF and search within it to quickly see what is covered for each product.
www.oracle.com/index.html.
4 Look up severity 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
definitions and 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.
technical contact 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.
5 Get Proactive Check coverage quarterly to ensure you have access to patches you may need and develop a strategy for managing your products. This is a good area
where a proactive approach is highly beneficial. 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.
6 Check frequently 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. Check your policy: http//www.oracle.com/us/support/policies/index.html.

11.3 Support Policies and Patch Download
Patch Download & My Account Locate Product-Specific Policies Are You Covered?
This accreditation previously covered your Support Within My Oracle Support, you can locate Once a patch moves out of Premier Support into
Identifier and the different levels of access within documents where specific product teams have Extended Support, you may find that you cannot
My Oracle Support. listed out additional content. access patches created in the Extended Support
period.
The level of Patch Download is directly associated Search using terms such as Technical Support
to the type of Oracle Support policy you have Policies. Your organization will need to purchase Extended
purchased. Support to access the patch.
Oracle Lifetime Support Policies
You can locate your page download access under
My Account. Oracle Technical Support Policies
If you do have issues downloading a patch, review

your Patch Download Access levels under My
Account.

11.4 Reviewing Your Support Are You On Track?
This view elaborates on the best practice we just covered. If you are
planning for future upgrades or monitoring your current product
combinations, you can easily see your support end dates and how
long patches will be available for the specified combination.
Edit your current

Breadcrumb trail search
of your selections
Availability of patches
Key Support Dates to

track in your plan Jump to your
support policies
Bonus Content: Community
Best Practice: Increase your expertise with Community. That includes finding a sub-space of
interest, searching for posted content for a specific question, and following discussions of
interest to get emails when that content is updated. Always take a moment to find the most
relevant sub-space before posting a new question to target your product-specific experts.
Expanded
Space List
Top-Level Spaces
(Communities)
Click here to go to
the Top-Level Space
Click a Sub-Space of interest

Are You Ready to Get Accredited?

You Have Completed the Learning Content!
Leverage Your Study Guide to Prepare For Your Exam Take Your Exam
Did you use the study guide throughout your accreditation? Take a few minutes to Click on Take the Exam from the final module page. Start your exam by clicking Play.
review the study content now and check on any notes you took during your learning Carefully review and answer each question. Click Finish Test to submit your exam. If
experience. Make sure you understand the core functions and the suggested best you do not pass, you can re-take your accreditation exam once per 24-hour-period.
practices.

Print Your Completion Certificate 1
Navigate to the Index page for
this accreditation
Print your certificate
Q. Why do I get an error when

clicking on the certificate?
A. The certificate will only launch
and auto-populate with your
name if you pass the exam with
a score of 80% or higher.
2
Click the Completion
Certificate link to open and
print your certificate

Accreditation Roadmap Next 30 Days
Change your business by adopting 2-3 best practices
Make Your Accreditation Work for You
My Oracle Support Toolkit & Hot Topics Emails Engage Your Team Community
Customize your Dashboard with Create your personalized A great way to change your Set up your profile and know
regions of interest. toolkit in Favorites with a few business is by including your the basics.
relevant folders for frequently team in your accreditation
Leverage the Getting Started Find at least one community
used tools and resources. roadmap planning.
region for ongoing learning. of interest to review.
Mark documents as Favorites Talk about best practices,
Validate your access levels are Follow 1-2 discussions
and add to your toolkit. processes, and tools and identify
aligned with role. Do all relevant to your role.
members of your team have Set up Hot Topics notifications opportunities to expand your
the right access for their with a minimum of knowledge teams adoption.
current role? documents selected. For example: how many
members of your team are using
Mobile My Oracle Support?


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Oracle Support Accreditation Level 1

Support Accreditation for Oracle Customers and Partners.

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

A word from the program team

The content in this accreditation is fast-paced and targeted to experienced

Accreditation is self-paced. You can begin your accreditation at any time.

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 3

Be sure you have good We recommend you

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 5

Leverage insights about capabilities you already use

Best Adopt recommended best practices from the use

Build your personalized toolkit of key documents,

Service Create fully qualified Service Requests to help you work

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

01 Introduction to Accreditation Program

02 Customer User Administrator and Support Identifiers

03 Introduction to My Oracle Support Dashboard

04 Knowledge Searching and PowerView

06 Patches and Updates

07 My Oracle Support Community

08 Best Practices for Hardware and Software Support

10 Mobile My Oracle Support

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 8

Add products of interest and select options like

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 9

Functional User Technical User

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 10

This content is intended for both

Build your personal support toolkit of My Oracle Support capabilities.

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 11

Get Proactive Portfolio Finding Resources Best Practices

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 13

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 14

Accreditation is a self-paced learning program.

Use the Study Guide content as a companion resource to the video

The majority of learning content is provided in video format. Each video is

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 15

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

You can influence the Accreditation program by posting

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Your exam includes questions from each module presented in random

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

What you should know for your exam:

Bonus Content Establishing the first CUA

It is now the CUAs responsibility to manage access for other users

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 19

WHO is managing your WHAT is being managed.

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Technical contact The CUA is now

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

Copyright 2016, Oracle and/or its affiliates. All rights reserved. |

The content today will refresh your understanding of the My Oracle

What you should know for your exam:

Understand Assets widget

Setting up and Using Hot Topics Emails

Customizing your dashboard layout

Getting up to speed on My Oracle Support

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 25