Tuesday Feb 23, 2016

Service Cloud (RightNow) Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT.

Remain a student of the product.

1. Service Cloud Product Information Page

· Watch Service Cloud in action

· Quick tour

· Release Readiness

2. Training on the PRODUCT - Service Cloud (RightNow) Training

· Service Cloud Learning Center

· Oracle Cloud Learning Library

· Oracle Service Cloud (RightNow) Social Experience Administration Collection

Service Cloud Learning Subscription - The learning subscription is organized into these channels:

· What's New

· Getting Started

· Administer and Implement

· Extensibility

· Use

· Analytics and Reports

· Coexist

· Collaborate

3. Oracle Cloud Portal (Subscription and Services Admin)

· Demos & Videos

· Service Data Sheets

· White Papers

· Documentation

4. Service Cloud (RightNow) Support Portal

  • Email Preferences

  • Support Notifications

  • Community Subscriptions

  • Expand your Network

5. Subscribe to Cloud, CX and SaaS, Newsletters

6. Service Cloud - Applications Customer Connect

Oracle Mobile App – News, Events, Videos etc

SOCIAL Circles of Influence

· Oracle Service Cloud

· Oracle Service Cloud Support

· Oracle Cloud Zone

· Oracle Cloud Marketplace

· Cloud Café (Podcasts)

· Oracle Customer Experience Blog

Engage with Oracle Support:

· Upload any necessary reports if logging a Service Request

· Leverage Oracle Collaborative Support (web conferencing)

· Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)

Monday Feb 27, 2012

My SR was Bugged and Closed, Now What?

From a recent customer email - SR was closed acknowledging it as a bug. When can I expect the bug to be fixed?

Even though the Service Request is closed, you can track the Bug Status within the Bug Summary content region in My Oracle Support.

  1. Add the Bug Summary region to your dashboard
  2. Click the pencil icon and then check the box for show my organizations bugs
  3. Then, back in that region, mark the bug a favorite (star). 
  4. Now, for push notification, if you go to Settings Tab > Hot Topics Email, you can turn on several notifications, one of which is, Product Bugs marked as Favorites.

Development rarely gives ETA's on bug fixes unless it's a Sev1 production down.  Even then, it's a matter of urgency and not ETA.
Is it a Sev1 bug?  Or, is it an Enhancement Request (Sev4)?

Please work with your support engineer and make sure you have documented the impact this bug is having to your business. Make sure that is clearly stated in the SR and the Bug. Behind every technical problem, there is business problem.  Does Support and Development understand your business problem?

Also, see the section entitled, What if the Service Request has a Bug Associated with it? that I've written.

Thanks
- Chris Warticki - Global Customer Management
#Oracle News, Info & Support
@cwarticki


About

Chris Warticki
Support Specialist, (HPI)Corporate Athlete, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 17 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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