New Product Values for Service Requests and Knowledge

Starting October 11th you will see different values in the CRM On Demand product Area and Sub Area fields when you go to create a new Service Request in My Oracle Support.

SRimage4.jpg

There are now fewer values to choose from overall, so you should be able to more quickly locate the correct value to match your service request. In turn, these values more closely match our direct-to-specialist support model, which minimizes the time it takes to route your service request to the correct support specialist.

Below are the new values for the CRM On Demand product.
The values for the Area field are listed in bold and the corresponding Sub Area field values are listed below.

Core Application


    Application Access / Usability
    Application Performance
    Application Customization
    Business Process Mgmt
    Calendar
    Campaigns
    Company Administration
    Content Management
    Data Mgmt Tools
    Help and Tutorials
    Marketing Administration
    Forecasts
    Life Sciences Mgmt
    My Setup
    Record Management
    User Mgmt & Access Controls

    Hosting Services

    Database / Platform
    Server Issues

    Non-technical

    Account Administration
    My Oracle Support
    Training & Support Center

    Reports and Dashboards

    Help and Tutorials
    Unexpected / No Results
    Data / Report Visibility
    Report Performance
    Report Design
    Dashboard

    Supplemental Applications

    Lotus Notes Email Integration
    Gadgets
    Mail Merge for Word
    PIM Sync
    Offline Client - Excel
    Offline Client SonGo
    Outlook Email Integration
    Reports and Analysis for Excel
    Segmentation Wizard

    Web Services & Expressions

    Web Services
    Expression Builder
    Data Loader
    Migration Tool
    Workflow Configuration

These values will also help you find knowledge in My Oracle Support and on the Training and Support Center. Each of the CRM On Demand knowledge articles are categorized in one of these sub areas, so you can browse using the same product area and sub area values that you use to create service requests.

If you have any questions while you are creating a service request, contact Global Customer Support.

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