my oracle support community recording

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My Oracle Support Community

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The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Safe Harbor Statement

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Agenda

• What is the My Oracle Support Community?• Why participate in the Community?• What customers are saying about the

Community• Getting started• Community Organization• Personalization• Subscriptions• Community Basics• Searching Community Content• Q&A

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Transforming the Customer Experience: My Oracle Support

SR Management

PriorityHandling

Knowledge Base

Health Checks Patch Advice andUpgrade Advisors

Configuration Management

Business Intelligence

Web 2.0 Capabilities

Oracle Expert CommunityPeer Community

300K+ Members

Services Integration

PersonalizedDashboard

Community Knowledge

Seamless Enterprise Manager Integration

Outcome:Customer Success• 25% problems avoided

• 40% faster problem resolution

• 30% faster service request creation

• 97% of problems resolved quicker with targeted knowledge

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What is the My Oracle Support Community?• A collaborative environment moderated by the same Technical

Support Engineers that work with you on Service requests• Moderators create and organize information for you in regions

covering Best Practices, Tips and Tricks, White Papers, Webcasts, and more

• A trusted network of industry peers and Oracle experts lets you benefit from other members’ real-world experience• Find out how they approached a similar situation or problem• Ask What-If, Why-Did questions to get advice and answers

tailored to your situation• Benefit from other members’ real world experience

• Features like discussion forums, document exchange, community searching, tagging, and RSS feeds – to get you answers and keep you informed about the topics that matter to you

• Prior discussions may already hold the answers you seek, allowing for faster problem resolution and proactive problem avoidance

• Part of your Premier Support Agreement

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Why participate in the Community?

In past customer surveys, our members top reasons for using and participating in My Oracle Support Community included

• Solutions could not be found from other existing resources• Ability to ask questions and gather perspectives of industry

peers and Oracle experts• Reduced problem resolution time• To gain knowledge about current and future Oracle products

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Innovation for Customer

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Integration Provides Value

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What customers are saying

“My Oracle Support Community provides a one-stop-shop for implementation or upgrade advice. It accelerates our decision-making processes and helps us build relationships. There is no other place where we can access a comparable source of information. My Oracle Support Community is priceless. It says a lot that Oracle is willing to host these communities and encourage open dialogue.”

Mohan Dutt - Project Manager, Enterprise IT, VeriSign, Inc.

“Any responsible DBA/developer has been trained to go into My Oracle Support Community and My Oracle Support to research the problem first before we talk to anybody. I can get the answer almost 85-90% of the time and I don’t have to open a Service Request to have my problem solved or my question answered…When a database or tool issue develops, My Oracle Support and My Oracle Support Community are the perfect interfaces to find the answers.”

Patrick Housholder - Senior Staff Engineer, United Airlines

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What customers are saying…

“… being able to leverage the knowledge and experience of all the Community members. I don’t have a senior DBA around me to bounce Ideas off of… so it’s been a tremendous asset for me to go online, and relatively quickly and easily, post ideas, post issues thatI might have been running into and get really good advice back from both the people who use Oracle and from Oracle itself.

One of the things I love about the new discussions over traditional forums are that they are Oracle moderated. It is such a nice thing to have the Oracle Brain Trust at your finger tips. I can post a question that the other users are not familiar with, but Oracle moderators are there to give me some input, set some ideas straight, and keep ever body on a productive path. It’s a really nice way to get to Oracle without having to talk to just one support engineer.”

Matt Glover, DBA, Sarasota County,Planning and Development Services

“In My Oracle Support Community, I almost feel like a part owner of the Procurement Community. I contribute to conversations and share ideas with other Oracle customers around the world. The whole community isvery well-organized and there is wealth of how-to documents and resources, in addition to the ability to ask specific questions.”

Mike George, Director, Oracle Procurement,Fujitsu America, Inc.

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Rewards & Recognition Program

Nomination/ApprovalAce6

Nomination/ApprovalAce Director7

Oracle Newbie

Oracle Journeyman

Oracle Pro

Oracle Expert

Oracle Guru

Tier Names

0-1991

200-4992

500-9993

1,000-2,4994

2,500-100,00005

Point ValueTiers

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Points Awarded per Activity

10Correctly answering a discussion thread

3Creating a new document & uploading it to the Community

5Helpful responses to a discussion

5Submitting positive feedback on a knowledge document

1Posting a new or replying to a discussion

Points EarnedActivity

• Alignment to OTN’s User Reputation Model with the exception of activities included in points system.

• My Oracle Support Community awards points on activities.

• For a complete list of benefits, go to the Rewards & Recognition Program FAQ

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Acknowledging Member Participation

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Acknowledging Member Participation

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Participation Guidelines

Oracle's Support Community is for:

• Sharing your ideas about Oracle and our products. • Interacting with other members of the Oracle Support community. • Networking with members of the Oracle Support community. • Asking and answering questions about Oracle. • Learning about Oracle and our products. • Contributing your knowledge and experience to the Oracle Support Community.

Oracle's Support Community is not for:

• Disparaging Oracle, its products, employees, customers, partners or anyone else. • Sharing offensive or inappropriate material. • Sharing materials that belong to someone else. • Sharing sensitive or confidential materials, including details of Service Requests that

can be considered confidential information, including, but not limited to passwords or sensitive subject matter.

• Resolving issues which may be time sensitive. Please log a Service Request if in doubt. • Logging Service Requests concerning problems with your use of Oracle products.

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Accessing Communities

Access through the My Oracle Support Community Tab

T

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Accessing Communities

In addition to access through the Community Tab in the My Oracle Support portal, the My Oracle Support Community can be accessed directly through the following URL:

http://communities.oracle.com

This entry path requires Oracle Single Sign On (which is already required for portal access).

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Community Overview

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My Oracle Support Community

Recent content (discussions, documents, etc.)

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Main Community Home Page

Recent content (discussions, documents, etc.)

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Main Community Home Page

Recent content (discussions, documents, etc.)

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Main Community Home Page

Recent content (discussions, documents, etc.)

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Main Community Home Page

Recent content (discussions, documents, etc.)

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Main Community Home Page

Recent content (discussions, documents, etc.)

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Main Community Home Page

Recent content (discussions, documents, etc.)

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Main Community Home Page

Recent content (discussions, documents, etc.)

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Main Community Home Page

Recent content (discussions, documents, etc.)

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Category Page

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Category Page

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Community Page

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Community Page

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Community Page

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Community Page

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Community Page

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Community Personalization

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Setting Up Your Profile

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Setting Up Your Profile

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Adding a User Avatar

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Updated Profile

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Community Subscriptions

Recent content (discussions, documents, etc.)

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Updating Community Subscriptions

Recent content (discussions, documents, etc.)

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Community Subscription Filter On

Recent content (discussions, documents, etc.)

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Community Subscription Filter On

Recent content (discussions, documents, etc.)

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Community Subscription Filter Off

Recent content (discussions, documents, etc.)

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Alternate Community Home Page

Recent content (discussions, documents, etc.)

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Alternate Community Home Page

Recent content (discussions, documents, etc.)

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Alternate Community Home Page

Recent content (discussions, documents, etc.)

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Alternate Community Home Page

Recent content (discussions, documents, etc.)

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Alternate Community Home Page

Recent content (discussions, documents, etc.)

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Alternate Community Home Page

Recent content (discussions, documents, etc.)

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Using Communities

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Open a Link in a New Tab or Window

Recent content (discussions, documents, etc.)

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Navigation Options

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Thread Display

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Discussions and Documents Display

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Sorting Options

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Sorting Options

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Filtering Options

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Filtering Options

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Filtering Options

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Additional Discussions Tab Filtering

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Tags

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Tags

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Tags

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Starting a Discussion

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Posting a Reply

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Deleting a Reply

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Adding an Attachment to a Discussion

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Reporting Abuse

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Subscribing & Unsubscribing

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Uploading a Document

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Writing an Online Document

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RSS Feeds

• RSS Feeds are also available• To use, Community Subscriptions must be

turned on

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RSS Feeds

URL

to

Include in Feed

Reader

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RSS Feed Example

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Searching Community Content

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Searching Community Content

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Searching Community Content

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Searching Community Content

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Searching Community Content

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Technical Issues with Communities

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Feedback

For suggestions, enhancements, and How Tos, use the “Community Suggestions” community and create a new discussion.

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Thank You !

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