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