Support Centralized on New Training and Support Center

When was the last time you were having a great day at work, when everything was going along smoothly, and you picked up the phone to call tech support to tell them how great everything was working?

I thought so. Nobody calls tech support on a good day.

In the same vein, we realize that when you visit the support area of an application, you're not just stopping by because you feel like it. You have an issue and you need answers. Fast. We've built the Support tab with that in mind--there's a lot of information here that can help you get answers, before you get to the point where you have to call Customer Care or submit a service request.

When you click the Training and Support link in CRM On Demand, the Support tab is your landing page.

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Under Application Alerts, you can get around-the-clock access to all system notifications--current outages, planned actions, or diminished services--for all environments.

  • If there's maintenance planned on any element of your production environment, you'll see it in the Production Alerts section--just click on any alert for the details. These alerts are coded green, yellow, or red, depending on severity and urgency.

  • Is something affecting multiple users, like login issues, or not seeing analytics reports? Check the Root Cause Analysis links for information on outages and issues that impact critical business functions.

  • Are you in the middle of an upgrade validation period? Check the Staging & Test Environments section for any planned maintenance on the Staging/Development environment, and for the differences between the Staging/Development and Production environments.

 




The Best Practices section puts our consultants' knowledge and experience in your hands, whether you're an administrator rolling out CRM On Demand or just fine-tuning it.
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The News & Events section keeps you aware of current topics. For example:

  • If a new release is coming up, there might be a link to an upgrade workshop.

  • If a new customer orientation session has just been presented, you can watch the recording of the Webinar or download the slide deck.


 





And if you do have to submit a service request, or check on one, the My Oracle Support section is there for you. You can submit an SR from the link in this section or from the link on the blue bar of Quick Links, just beneath the Support tab.
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