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Finding Answers in My Oracle Support
Oracle Support Essentials

Oracle Support Services

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Learning Topics

1. Learn what’s available 2. Find Answers 3. Implement Best Practices

Find the answers you need quickly Discover the best approach for you Get the most out of searching by
and efficiently through the My when looking for information leveraging the additional features
Oracle Support portal available in My Oracle Support

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My Oracle Support (MOS) Training
Mark
Doc ID 603505.1
as a favorite
Tip

My Oracle Support How-to Training

Video Series
These provide short, 3-8 minute long, step-
by-step, videos with documentation.

You will find latest how-to content,

webcasts & self-paced replay.

Select a feature or role to get started.

5
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My Oracle Support
Search Environments

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My Oracle Support Search Environments
Mobile My
My Oracle Support Oracle
Support
https://support.oracle.mobi

Oracle Cloud Support

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My Oracle Support
Search Areas, Sources & Knowledge Preferences

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Searching for Information
• Searching is the first step to
answering questions and helping to
resolve issues encountered in your
Oracle environment

• My Oracle Support contains solutions

for known issues and documents
identifying best practices

• My Oracle Support search engine

provides search results from multiple
search sources

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Search Areas
Global Search Bar

Knowledge Base Search

& Browse

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Search Areas – Global Search Bar

• Enter a search phrase or

search from previously
executed searches

• No Product / product line

filter

Use the KB Search & Browse

and select the product first
Tip

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Search Areas – Knowledge Base Search & Browse

Enter a product

Information centers will appear, if

available
Enter search phrase to complete a
search

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 Search Areas – Knowledge Base

• Recently Viewed

• Recent Searches

• Favorite Articles

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 Search Results

• By default, only Knowledge Base

and Community are pre-selected
• Multiple sources can be selected
• Selections will default back to
Knowledge Base and Community
• Narrow search results using
Product, Version and update
date

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Search Results (cont.d)

• Search results sorted by

sources
• Last major update and
Relevancy Score
• Different set of icons to
indicate different result
types
• Favorites

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Search Results (cont.d)

Expand your Search

to other Oracle sites

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Search Sources – Knowledge Base & Archive

• Primary source for answers • Archive documents are not • Each document type has a different icon
• Recommended Links maintained
• Mark it as a favorite
highlight key documents • Search on a document ID

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Search Sources – Knowledge Base & Archive (cont.d)

Best Provide Feedback on

Practice content

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Search Sources - Community

Great source for answers and information - Content is from both Oracle Support Engineers and your
Search results open in the handbook directly
industry peers

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Search Sources - Documentation

• Results from Oracle Help • Product documentation in HTML format

Center website
• Not all products have documentation in HTML format
https://docs.oracle.com
• Cannot mark a document as a favourite (no star)

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Search Sources - Bug Bug 12345678

• Search for customer facing bugs

• Entering a number as a search term automatically includes
Bug and Patch as search sources
• Searching for “Bug ######” will open the matching bug
directly in Bug Viewer

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Search Sources - Patch
Patch12345678 Entering a number as a search term automatically
includes Bug and Patch as search sources
Searching for “Patch ######” will open the
matching bug directly in Patches & Updates tab
Patches are opened in the Patches & Updates tab

Patch icons with REC

identifies a
recommended patch

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Search Sources – System Handbook

Only for System products Search results open in the handbook directly

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 Knowledge Preferences

Knowledge preferences affect how search

results are displayed in the user interface.

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 Hot Topics E-Mail

• Subscribe to email
notifications for a range of
information:
• Knowledge documents
• Bugs,
• Product news
• Desupport notices...

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My Oracle Support
Search Tips & Best Practices

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 Narrowing Search Results
• Default search
results can return an
overwhelming
number of irrelevant
content
• Narrow search
results by using
• Single Product
Selector
• Inline Product
Selector
• PowerViews

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Narrowing Search Results – Single Product Selector
• Available in the Knowledge Base
Search & Browse Area
• Available on user interface KM
search results
• Choose the relevant product

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Narrowing Search Results – Inline Product Selector
Use the inline product selector to
narrow or expand a search based on
the level chosen.

Available for Knowledge Base, Knowledge Base

Archive, Community, Documentation and Patch
search sources.

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 Narrowing Search Results – PowerViews (cont.d)

• PowerViews narrow
search results based
on a specific criteria
• Multiple PowerViews
can be defined but
only 1 at a time can
be used

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Narrowing Search Results – PowerViews (cont.d)
PowerView is used by
the Knowledge Base
Search & Browse and
Global Search Bar

Collection concurrent request

Search results are limited to the definition of

the PowerView

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Narrowing Search Results – PowerViews (cont.d)

What if search results do not

appear to match the search
criteria?

Many products can be associated with a

knowledge document but only one document
can be displayed

Related Products, bottom of the document:

Oracle Advanced Supply Chain Planning is one of
many products associated with the document

These types of results can happen in many

cases with or without PowerViews being
enabled

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No Search Results Found

If no search results are found in the knowledge base,

the search is expanded to include additional search
sources

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Document Cannot Be Displayed

Check here! One of these situations

may apply to you…

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Best Practices

 Review Recommended Links

 Narrow search results using PowerViews, Inline Product
selector or Single Product Selector
 Whenever possible, cut and paste an error message into the
search to avoid typos that might affect search results
 Provide feedback on content

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Finding Answers Tips

 Disable product filtering if you are experiencing poor or no

results in your search
 The more search terms used, the better the results

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Mobile My Oracle Support
• By default you can quickly
access your favorite documents
• Click the Knowledge Tab to
Search the Knowledge Base
• Your Recently viewed, and
Recent Searches from your last
My Oracle Support Session are
viewable.
• Mobile MOS is available for My
Oracle Support and Cloud
Support Portal Users

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Additional Resources

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 Proactive Resources for Training, Tools and Social Channels

Get Proactive
Social Channels
Stay informed via:
My Oracle Support Community
My Oracle here
Get Proactive Oracle Support Support How-to Product Advisor Oracle Support Blogs here
Portfolio Essentials Video Series Webcasts Accreditation Examples: EBS / Database
Doc 603505.1 Doc 1583898.1 Twitter here
Doc 432.1 Doc 553747.1 Doc 740966.1 Examples: EBS / Database

Self-paced

Session playback

Live, interactive

High-level (concepts)

Deep-dive instruction (steps)

Learning is ongoing. Select and use learning options to meet your needs.

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 Learn more:

Stay Informed Using Oracle Support Blogs

• Cover topics on a wide range of technologies and Tip
applications backed by Oracle Support experts
Check out the How-to
• Find information you need: Product news, technical Video Training Series for a
insights, how to use support tools, and topics to short video: Stay Informed
enable you to get the most from your Oracle with My Oracle Support
Support experience Doc ID 1615655.1
• Exchange knowledge with industry peers on real-
world best practices, tips and tricks

Access Support Blogs

Direct https://community.oracle.com/community/support/support-blogs
Product Index Locate Support Product Index, Doc 222.1
Search Locate ‘Product Support Blogs’ in My Oracle Support

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Any Questions?

• If you have questions now is

the time to ask them
• Post your question into the
Webex Chat feature and I will
read out the question and
provide the answer
Q&A
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THANK YOU for attending this
Oracle Support Essentials session

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