Oracle Support Accreditation Level 1

For Oracle Cloud Support

Study Guide
Safe harbor statement

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 decisions. The
development, release, timing, and pricing of any features or functionality described for Oracle’s
products may change and remains at the sole discretion of Oracle Corporation.

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01 | Series Introduction

This module provides you with an introduction to the Oracle Cloud I will refer to a personalized toolkit throughout the series. The toolkit
Support learning series. This accreditation is targeted to users who have a simply gives you the ability to mark certain documents as “favorites” in
Cloud Services subscription and working knowledge of the Cloud Support My Oracle Support, or create browser bookmarks for resources to use
portal. As a cloud user, you may need to leverage both the Cloud Support later. Then, you can organize those resources into meaningful folders
portal and the My Oracle Support portal. based on your role and areas of interest.

Oracle Support Accreditation is a self-service learning series that includes As we explore the topics in each module, I’ll identify recommended
short videos, a searchable study guide, and resource links to explore core resources for you.
topics. You can create your desired learning experience by using these
components in keeping with your preferred learning style. Leverage your study guide with each module to review the details of the
topic and access recommended links. Take the time to carefully review
The content within this series delivers a high-level, refresh of core topics any concept that is new to you and address any gaps in your foundational
targeted to help you leverage the value of Oracle Cloud Support. Please knowledge with the suggested options for basic training. You can use the
reference the suggested documentation to ensure you have the very Sticky Note feature in the study guide to add notes or questions.
latest information.
Select “Take the Exam” from the final module page in My Oracle Support
Series Modules: when you are ready. The accreditation exam includes multiple choice and
true/false questions, and a passing score of 80% is needed to become a
Accreditation Overview, Cloud Support Policies, Customer User Support accredited user.
Administration and Support Identifiers, Cloud Support Portal
Introduction, Searching in the Cloud Support Portal, Accessing
Community Options, Service Requests in the Cloud Support Portal, My
Oracle Support Portal Layout, Searching in the My Oracle Support Portal,
Service Requests in My Oracle Support Portal, Bug Management in My
Oracle Support Portal, and, finally, a Series Summary.

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02 | Cloud Support Policies

This module provides an overview of Oracle Cloud Support policies and This tab co-locates everything he needs to get started. He wants to get
documentation. The learning objectives cover support policies, Oracle some additional help, so he clicks ‘Get answers to your questions or
Cloud Services documentation, and staying informed with latest updates issues’ and opens “Oracle CPQ Cloud Support Center,” Doc 1642278.2.
from My Oracle Support.
He can find policy information from My Oracle Support portal or Cloud
How often do you think about your support policies? Have you reviewed Support portal by selecting “Contact Us” and then locating Support
support policy information for your Cloud Service? Policies. He bookmarks the Technical Support Policies page for his toolkit.
A recommended best practice is to stay up to date on all policy
Let’s start with some key terms you should know: My Oracle Support, information.
Support Identifier, and Customer User Administrator.
Best Practice: Share information with your team. He also wants to stay
Best Practice: Understand your support policies before questions come informed about Oracle Cloud and My Oracle Support webcasts and
up. John’s project team is starting to log SRs for their project. To support training. And, he has several options that may help, depending on how he
that, he wants to review the general SR process and build out his toolkit likes to learn. If he likes Twitter, he can follow @myoraclesupport; if he
for policy and documentation resources. Best Practice: Know how to work prefers to read, he can follow the My Oracle Support Blog.
effectively with Oracle Support for your best support experience.
Since he uses both portals, he can mark content as a favorite in My Oracle
Here’s a recommended resource: “Working Effectively with Oracle Support, and activate an email notification. From My Account, Hot Topics,
Support Best Practices,” Doc 166650.1. he can turn on email notifications for content marked as favorites. And
when that content is updated, he will receive an email notification.
Let’s follow John as he builds his personalized toolkit of resources. From
www.oracle.com, he selects Documentation and then Cloud. He will Best Practice: Build a toolkit of resources related to your role and Cloud
bookmark the Cloud Documentation page for his toolkit. In this example, Service. You don’t need to memorize the content, just be able to find it
he starts with Applications and locates “Configure, Price and Quote.” again quickly when you want to look up a specific point.

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03 | Customer User Administrator and Support Identifiers

Today, we will cover best practices for locating SIs, requesting and Best Practice 1: Validate what SIs and service you have access to in the
validating access levels for your SI, and best practices for your Cloud Support portal. The Cloud Support My Account displays the
organization’s CUA. Support Identifiers and their associated services. If you do not see the
services you need, engage your CUA by clicking Administrators and
As mentioned in Module 1, the CUA is the administrator for your support sending them a message; or, clicking the Contact Us feature to request
portal access. This person is your primary contact for obtaining access to help from Oracle Support.
the Cloud Support Portal and My Oracle Support. As this is a critical role
for your organization, we recommend that you always have a minimum of Best Practice 2: Request additional SI access in the Cloud Support portal.
two CUAs for each SI. The role of what the CUA does is covered in an John wants to be added to an SI the project team set up. He checks his
extensive video collection accessed via the training home page. access in My Account and locates the “Request Access” button. The
dialogue box allows him to provide a reason for access such as “I’m now
If you are the CUA, please take time to consume this training content: assigned to project XYZ in IT and have been asked by the project lead,
How To series, Doc 603505.2. Mary Smith, to log service requests for this SI”. Then, enter in the SI and
submit. The CUA is more likely to approve the request if the requirement
The Support Identifier provides access to services in the Cloud Support is clear.
Portal and to products in My Oracle Support. Both portals have a My
Account feature that displays your associated SI, and your access levels Best Practice 3: In My Oracle Support, select SR email updates. John is
associated to the SI. Let’s review a few examples of requesting access and often in meetings and wants to stay up to date on his SRs. He logs into
viewing your privileges in Cloud Support Portal, and how to enable some Oracle Cloud Support and switches to My Oracle Support.
features that are only in My Oracle Support.
From My Account, Support Identifiers, he clicks the checkbox for each SI
John is a project manager and his company has a Cloud Services in the “SR Details” column. Because his CUA enabled this feature, he can
subscription. He was recently added to a new IT project and was informed see this option and select it.
by the project lead that he will be logging service requests. Let’s follow
John as he demonstrates best practices.

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03.1 | Customer User Administrator and Support Identifiers

Best Practice 4: Develop a CUA and SI strategy.

A final best practice is to have an organizational strategy to ensure

redundancy in the CUA role and management of who can access your
data via Cloud Support portal or My Oracle Support.

Today, I refreshed your knowledge of recommended best practices

related to Support Identifiers and the CUA role. Make use of the additional
resources in the table to the right for more in-depth information.

Understanding SIs and CUA roles is not just foundational knowledge for
someone with the CUA role.

Any user that accesses My Oracle Support should understand these

capabilities and be able to implement the relevant best practices covered
here.

You’ll get immediate value by saving time, reducing stress, and getting
your job done faster and easier.

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04 | Cloud Support Portal

This module covers some key Oracle Cloud Support Portal features, Let’s check out the “Contact Us” link here at the top. The “Oracle Support
Personalization and My Account, Contact Us functionality, and a few tips Interaction Center” is a robust, easy-to-use resource. There are links to
about Service Requests. content that highlights commonly asked questions. You can also create a
non-technical service request here for help with areas like license and
Oracle Cloud Support users asked Oracle to build a central place where entitlement or login and administration.
they could engage with Oracle Support Services, using a more simplified
view, instead of the traditional My Oracle Support Portal experience. The “Service Requests” tab gives you fast access to service requests, or
SRs. Any SR you create is located under “My Service Requests.” “My
The gateway to Oracle Support is https://support.oracle.com. And, when Company’s Service Requests” are logged by your peers who have the
you first login, you may be presented with the My Oracle Support Home same Support Identifier you have.
page. Let’s switch to the Cloud Support Portal.
Best Practice: if you don’t see an SR you have created, it usually means
Located under your name is Personalization and My Account. that you don’t have access to the SI the SR was created against. Reach out
Personalization allows you to set your language, preferred contact to your CUA to see if they can assign you to the SI.
method, language to use when creating a Service Request, time zone, and
you can indicate if you are using accessibility features. You can apply your The self-service functionality makes it easy to view SRs by changing the
changes and, at any time, you can revert to the default standards. To view default values like “Service Type” or “All Services.” Take a moment to
your address and contact information, click My Account. customize the view for your current need. We will take a closer look at
how to create a Service Request later in the series.
Module 3 covered Support Identifier and access levels. Located under this
is your personal information. Take a moment to check. Do we have your
correct address? Is the time zone correct? Is this the best number to reach
you? Make any changes you need and select Save. Click Revert if anything
is incorrect or you want to roll back your changes. Best Practice: Validate
your phone number. This number will be included if you log a new SR.

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05 | Searching in Cloud Support Portal

Today, we will cover how to identify different knowledge types, searching If you are used to My Oracle Support, you will notice a difference in the
for solutions in the knowledge base, understanding what information content returned and how the results are displayed. The results are from
centers have to offer, and, finally, using the Help feature. the knowledge base source of content. Click the title link to view the
article. There is currently no option to add the article to your list of
Finding information quickly and easily is important to all users, especially favorites, and you cannot provide feedback on the article. If you need to
users like yourself that often use the portals as part of your role. You may perform these functions, note the document ID and switch to My Oracle
need to search the knowledge base for many reasons: You have an issue Support.
to investigate, you need information on an error message, you need to
learn about a Cloud Service or product, or you want to locate a specific Let’s do another search. This time, I type “Fusion Applications Supply
resource like an information center related to Fusion Applications. Chain Management. For this example, I will select “All Services” rather
than choosing one as I did in the last example. As I scroll down the results,
Knowledge is divided into two parts: the search area and the services you notice the information centers. This is a great resource with dynamically
have. You only see the services you have purchased, so your view may be created tabs and sub-tabs that group content together under specific
different from mine. If you have more services than displayed, use the headings. These documents are a great way to learn more about a
blue arrow to navigate. A recommended best practice is to recognize the product, service, or task.
knowledge icons to quickly identify the type of knowledge in your search
results. Let’s take a look at some examples. If you use My Oracle Support and Cloud Support, you noticed a few
differences in the search results. Cloud Support searches on a document
Let’s take a look at searching. A best practice when searching is to enter ID and will show every document that has a reference to the ID you
your search phrase and then select the service you are using. For my first entered. Cloud Support search results do not include the community
search, I type “web services for the Database Cloud do not seem to be discussions. A recommended best practice is to develop excellent search
working.” This enables the search engine to locate all possible results technique to fully leverage the knowledge base solutions.
rather than a less targeted result set if I type a single word. Next, I select
the service I am interested in, and for me, this is Oracle Database Cloud Did you know the options in the Help menu change depending on the
Service. The search phrase is displayed in gray with double quotes. tab? For example, if I click Knowledge, the Help option provides detailed
instructions for searching in the Cloud Support Portal.

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06 | My Oracle Support Community

Today, we will cover the My Oracle Support Community, following Best Practice: Make sure you are in the most relevant subspace for your
content, managing your profile and points, and developing a team question. If you want to post a new question, find the right subspace.
strategy.
While in My Oracle Support Community, he reviews the Oracle
John starts in the Cloud Support portal and clicks the “Community” tab. Community FAQ link. He selects Oracle Community How To FAQ and
He selects Human Capital Management, or HCM, and is transferred to My decides to follow it to ensure he has the latest information. He also takes a
Oracle Support Community. A key part of the framework is the static minute to check his current experience level. He clicks on his point total
banner at the top that provides access to the Space List, his personal here in the banner and sees a brief update on his reputation. He can click
profile, news, and inbox. He can type a specific question in the “ASK IT” the ‘More’ link to drill into the Reputation table; and from here, he can see
field or, in this case, he starts by reviewing the “Featured Content” his badges, missions, and the activities he has completed to earn points.
section.
He wants to navigate back to the Oracle Taleo Enterprise Edition
He sees a recent discussion about HCM Talk Radio and decides to follow Community. Using the navigation banner, he sees Cloud (MOSC), and
this discussion. The fastest way to view all the activity in the Human clicks on it to expand the subspaces. He selects Taleo Knowledge
Capital Management space is to click the Content tab. John can easily sort Exchange (MOSC). In the welcome section, he clicks the link to the Human
the content, choose a specific option like documents and sort by date. Capital Management landing page on the Cloud Customer Connect
portal. John had to register to Cloud Customer Connect Community as it
Best Practice: Manage how you stay informed about community spaces. is outside of My Oracle Support Community. This community is just for
By default, any post will be displayed in your Activity connection stream. cloud services users and allows him to see upcoming calendar events,
To streamline the amount of updates, John can create a new stream from discussion forums, maintenance windows and other targeted information.
the “News” page and associate the community space or people he wants
to follow. In his Connections Stream, he can view postings and associated Best practice: Develop a team strategy. John’s team reviewed the available
discussions. To view the full post, he just clicks the title. My Oracle Support Communities and selected several to follow as a
group. Part of their weekly staff meeting will be brief updates from each
person on their designated community.

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07 | SRs in Cloud Support Portal

The learning objectives for this module include Service Request, or SR, If I need to change the severity from the default of 3, I can do it here. If
privileges and process, leveraging guided resolutions, using Mobile My you select Severity 1, you will be presented with an agreement form. The
Oracle Support, and requesting management attention. additional contacts need to be associated to the Support Identifier you
selected for the SR. See Support Policies.
Let’s start with a foundational best practice. Whenever you can, avoid
logging a service request. By leveraging core functions such as searching A recommended best practice is to leverage guided resolutions when they
the knowledge base in the Cloud Support portal and leveraging are triggered by the “Problem Type.” As you can see here, an automated
community options, you can often resolve a question or issue without resolution flow has been triggered.
logging a service request.
Before continuing, I fill in the description box with as much detail as I can
You need to have the “Create and Update” access level in order to log about the action I was attempting, the expected result, steps to replicate
service requests. Review your current access level by selecting My the issue, and business impact.
Account, locating the “Support Identifiers” region and then the “Service
Requests” column. If I do not have “Create and Update” access for a I click “Next” to drill into the guided resolution. I just answer the questions
specific Support Identifier, I can click “View” in the Administrators column and the automation will present possible solutions as my problem is
to request it from my designated CUAs. further defined. My options are to test the solution and confirm it solved
my issue or continue with logging the service request. If I decide to log
To avoid duplicate service requests, it’s a best practice to look at the the SR, I’ll add necessary attachments and then Submit.
current open tickets to ensure your issue is not already logged by a peer
in your organization. Let’s take a look at the service request process. In A best practice to keep your SR moving through the system is to quickly
this example, I click “Create Service Request” and select my Service Type, respond to the status type “Needs Attention” as Oracle Support Services
“Oracle Database Backup Service” and then my Service Name. For my needs an update from you in order to proceed.
Problem Type, I select Installation/Setup issues and then provide a
detailed problem summary.

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07.1 | SRs in Cloud Support Portal

Best Practice: leverage Mobile My Oracle Support.

If I’m away from my workspace, I can access Service Requests by going to

https://support.oracle.mobi from my mobile device.

To learn more about using Mobile My Oracle Support, watch the short
training video on Doc 1683083.2.

Request Management Attention

There may be times you feel that your SR is not progressing or you want
to advise Oracle Support Services of critical milestone dates. Be proactive
and validate your problem statement, business impact, and severity. Are
all the key details clearly defined in your service request? Are there
specific milestone dates documented?

You can request management attention by updating your Service Request

with the template displayed and including the answers, or by calling your
local support number and answering the same questions.

Please review Doc 199389.1 to learn more.

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08 | My Oracle Support Overview for Cloud Users

Today, we will cover My Oracle Support dashboard and customization, If you have more tab options than the space available, they are located
how to create a toolkit for favorites, Hot Topics email notifications, and a under the “More” tab.
quick reminder about CUAs and access.
This top section displays global content that appears on every page in My
John has been using the Cloud Support portal to log SRs and also needs Oracle Support. The global search is about searching the knowledge base.
to use the My Oracle Support portal. Since he typically uses the Cloud A core difference between Cloud Support and My Oracle Support is the
Support portal, he clicks the link at the top to switch to My Oracle ability to mark content as a favorite, create folders to organize your
Support. A recommended best practice is to take a few minutes to favorites, and enable notifications to keep you informed when your
customize your layout. favorite content is updated.

As a Cloud user, John will only be using some of the available features, Best Practice: John will build his resource toolkit using favorites and Hot
and his dashboard may look different from a user that primarily uses My Topics notifications. He creates a Cloud Documents folder in favorites and
Oracle Support. He modifies his dashboard layout based on the tasks he then searches for Fusion Applications HCM. He finds this document in his
performs. He follows the best practice of reviewing the Getting Started search results, and clicks the star icon to make it a favorite, then adds it to
region, as this resource has great resources for productivity and training. his recently created toolkit.
John’s team can make use of this region to quickly access training
resources by role or functionality. He follows another best practice by setting up Hot Topics. From My
Account, he selects Hot Topics E-Mail and then “Add” under Selected
He selects “Customize Page” and the “Add Content” widget displays Products. He starts by just flagging knowledge documents and then may
available regions. John knows that customizing his dashboard is about expand his selections over time. From My Account, John can also check
personal preference and how he works best. He isn’t sure what regions his current Support Identifiers, level of access such as Create and Update,
best support his role, so he starts with a couple that sound relevant. view his CUAs from the Administrators column, and also Request Access
if he needs to add another SI.
The number of tabs you see in My Oracle Support is based on the
entitlements that go with the products, assets, and services you have
purchased that are associated to you via your Support Identifier.

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09 | Searching My Oracle Support for Cloud Users

Today, we will cover search technique, refining your search, search Within My Oracle Support, you can do this on the knowledge tab, by
sources, and preferences. selecting your product, for example Oracle Taleo Learn Cloud Service and
entering your search term, Enrollments Dynamic Object, and the results
Locating content of interest is an important part of your self-service are displayed.
experience. We want to help you solve problems, answer questions, and
continue growing your knowledge. Did you notice the difference between search results in My Oracle
Support and Cloud Support?
Global search is available on most tabs, and it searches the knowledge
base. If you search within the global search box, your results are displayed In My Oracle Support, discussions from My Oracle Support Community
on the knowledge tab for most searches. Search performs best when you are included in the search results.
enter a phrase or a set of key words.
Let’s take a look at a searching example with Susan. She starts by entering
Let’s explore that a little more. If I enter My Oracle Support Training like ‘edit attributes’ and selects her product area, Oracle BigMachines CPQ
this, the words are treated as My Oracle Support and Training. When I Cloud Service. To refine this search, she updates the search query to be
type in just the word ‘training’, the tips recommend what I should do to how to edit text attributes.
improve my search.
When the search results are updated, she sees “How to Edit Text
Notice the difference in the results if I put quotes around “My Oracle Attributes,” Document 1660071.1, at the top of the results.
Support Training” like this. Now, I have results with my exact phrase.
When the results are displayed, you can change your search results by
clicking on the different knowledge bases.

Best Practice: think about exactly what you need to make sure your
results are targeted and effective. For example, filter by selecting the
product. Most product support sites enable you to select a product and
then search.

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09.1 | Searching My Oracle Support for Cloud Users

You can also extend your search by selecting “Search Additional Oracle
Sites,” which opens oracle.com www.oracle.com/search in a new tab and
displays results from many Oracle sources.

Your original search string appears in the new tab, and you can select
filters on the right to search new resources. And, you can modify this
search to further target your results.

You might have noticed that a list of suggestions appear as you enter
search terms. This list is displayed based on your knowledge settings,
located under My Account, Knowledge Preferences.

The search suggestions are displayed based on the settings in this

preference, and you have a few options: either on or off, and if on, how
many you want to see (5 or 10). We have provided these options for you to
adjust if needed and have set the recommended settings by default.

If you have questions, ask us in the “Using My Oracle Support

Community” subspace.

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10 | Creating and Managing SRs in My Oracle Support

Today, we will cover a few key points about working with service requests Let’s walk through the process.
in My Oracle Support.
Step 1: what is the problem? I’ll use Taleo Cloud Service as my example
Prepare for SRs: If you want to create a service request in My Oracle here. I’ll input my problem summary: Taleo Recruiting Cloud Service: Error
Support, ensure you have the right level of access and the right support 401 Cannot access recruiting. And, then I’ll copy my description details
identifier. As you know, one of the major reasons why users run into here. It’s a best practice to add as much information as you can and put
issues is they do not have the correct access levels or the correct support part of the error message in the description. In the Error Codes field, I’ll
identifier associated and approved for their account. add the error (Error 401 cannot access recruiting). Step 2: where is the
problem? I see options here based on my SIs. I click Cloud and select my
I can go to my Service Requests region on my dashboard if I have that set Service Type. In this example, I will type Taleo to bring up options and
up, or I can navigate to the Service Requests tab and then the Service select Oracle Taleo Recruiting Cloud Service. For problem type,
Requests region. This is a matter of personal preference. I have the ‘Requisition Issue’ as the user cannot complete a requisition, and then
Service Requests region on my dashboard, so I’ll click “Create SR” from ‘Other’ as there is nothing matching my issue in the list.
here to get started.
Creating a “Configuration” request is the same process as logging a
Fully qualified SR: A best practice is to gather all the data about your issue service request, the difference being in the Problem Type where I would
so that you can easily input it when you trigger the SR process flow. Be select and enter a configuration. Sometimes, the Problem Type selected,
sure to have a fully developed and detailed problem description. For such as Requisition Issue > EEO Fields not displayed, activates a guided
example, what happened, users or locations impacted, exact error resolution. This is a series of questions that trigger off my reply to the
message, single or multiple occurrences, if the issue is reproducible, and previous question. It’s possible there is a known solution that I can
if anything changed in the environment before the issue was noted. implement. I’ll follow the best practice to carefully review the suggestions
to determine if my issue can be resolved before continuing with my SR.

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10.1 | Creating and Managing SRs in My Oracle Support

Here are some recommended best practices to help you work effectively
with service requests in My Oracle Support.

• Become an expert on service requests.

• Search for solutions.

• Take time to search for a solution before initiating the SR process. You
may save yourself some time and take advantage of a solution for your
issue.

• Use the knowledge base plus My Oracle Support Community.

• Make yourself available for Chat. This is a quick and easy way for the
Oracle Support Engineer to ask questions or ask you to test a possible
solution. Under my name are the “Available” or “Not Available” options
for Chat.

• Stay engaged throughout the SR process.

• If you are away from your desk, make use of Mobile My Oracle Support
to get updates and post updates on open service requests.

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11 | Bug Management

The learning objectives for this module include finding bugs, marking Click on any bug title to open it, and click the gold star to make it a
bugs as favorites, and options to track bugs. favorite. You can now consider options to track this bug.

A service request can turn out to be a defect or bug in the product or There are two approaches for tracking once you flag it as a favorite. You
cloud service. Once created, the bug may be visible in My Oracle Support, can set up Hot Topics Emails to generate email notifications or add the
based on rules established by the product development teams. Bugs are Bug Tracker region to your dashboard in My Oracle Support. A
not currently viewable in Oracle Cloud Support. recommended best practice is to check out both options and choose the
approach that works best for you.
Some cloud service support teams offer information centers or support
centers that may include bug references in both My Oracle Support and The first example is Hot Topics Emails. From My Account, select Hot
Oracle Cloud Support, and you could locate that type of resource in your Topics Email, click ‘Bugs I’ve marked as Favorites’ and apply your
search. This module will focus on locating and tracking bug records in My changes. This is a recommended best practice as it helps you stay
Oracle Support. updated with automated emails for any bug updates.

You can find bugs by searching for your specific cloud service and then The second example is adding the Bug Tracker region. Select “Customize
adding the ‘Bug’ source to your search results. In this example, you want Page” and “Add Content.” Locate Bug Tracker and click “Add.” The region
to see if there are any bugs for your Oracle Database Cloud Service. As is now visible on your dashboard. The Bug Tracker region can track bugs
you can see here, the initial search includes Knowledge Base and you marked as favorites and bugs associated to a service request you
Community as the default sources. marked as a favorite. You can add bugs from favorite SRs by clicking “Add
Bugs.” This option is only available if you have favorite SRs with
Now, click “Bug” to add this source and automatically update your results. associated bugs. Your selected bug remains visible whether open or
You can now review individual bugs, status, and drill into any title to learn closed until you ‘unmark’ it as a favorite. To do that, click the ID link in the
more. To focus your results, refine your search to include a specific area, tracker, open the bug record, and click the gold star to remove it as a
like patching. If you change your existing search to Oracle Database Cloud favorite. Best practice: if you are not currently tracking any bugs, consider
Service patching, the result set immediately updates to focus on bugs removing the Bug Tracker region from your dashboard.
related to patching. The bug icon identifies these documents as bugs.

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12 | Series Summary

Today, we will cover a recap of the accreditation series, a review of the Now that you have completed the modules, let’s summarize the features
portals, and best practices. and focus of both the Oracle Cloud Support portal and My Oracle Support
portal: Dashboard, My Account, tracking content of interest, knowledge
The goal of this module is to bring together the learning points from the base and searching, My Oracle Support Community, log service requests,
series, and help you prepare for your exam. The real value of and bug tracking and management.
accreditation happens when you implement recommended practices
from the product team. We want you to have the best possible experience Throughout this series, we covered a number of best practices. The value
with the portals and tools to support your Cloud service. One of the key you get from accreditation is by first thinking about and then
objectives of this summary is to make sure you have a good understanding the best practice and, finally, adopting it in your business.
understanding of the features of each portal, and when to use them.
The specific best practices you implement may be slightly different than
The Cloud Portal offers Cloud Service users a streamlined process and another Cloud Services user. It’s about finding what works best for you.
interface to log service requests. You also have the opportunity to use For example, you may decide your first action is to customize the
both portals to best meet your needs and how you like to work. dashboard in My Oracle Support with specific regions that are most
relevant to your role.
We’ve tried to provide enough guidance to help you get exactly what you
need. As a Cloud user, you have a unique opportunity to become an Our recommendation for accredited users is to adopt three to four best
expert using both portals. practices within the first 30 days after accreditation. Why is that
important? Any learning experience can easily translate into temporary
Knowing how to best meet your needs with the portal functionality will knowledge. It sounded great when you heard about it, but it didn’t change
help you be more productive, get more done, and focus on supporting anything in your business model.
your Cloud Service.

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Exam, Badges, and Next Steps

Exam Badges Next Steps

Once you click the Exam link from the final Congratulations on your accreditation! We’d like The real value of accreditation is about
module in My Oracle Support, you will be to offer you an optional reward. changing your business.
directed to ilearning in OU to complete and
submit your exam. You can opt in to have your accreditation badge Think about implementing at least a few
visible in My Oracle Support Community and suggestions within 30 days.
The exam is compiled for you by pulling earn 250 points.
random questions from our exam bank. The Talk to your team about your strategy for
questions will be either multiple choice or Just navigate to the Oracle Support following best practices, using the
true/false. Accreditation (MOSC) Community. recommended resources, staying informed,
and managing service requests.
Carefully review each question and possible Locate the Accreditation Badges tab at the top
answers. of the middle pane and select it.

You need 80% or higher to satisfy the Review the brief instructions and click the opt in Questions on the Exam?
requirement to become Support Accredited. If link to generate your email request for the Contact the program team directly if you have
you pass, you can print your completion badge. an issue with a specific exam question. Exam
certificate from the home page of this questions and answers should NOT be posted
accreditation. You also qualify for an optional badge in any forum.
download to use in social media and will receive
If you need to re-take, the exam is available an invitation as part of the opt-in process.
once per 24-hour-period.

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