Are You In The Know About Knowledge?

"Knowledge is of two kinds. We know a subject ourselves, or we know where we can find information on it."

To me, this simple and elegant quote from the great English author Samuel Johnson is a reflection of Oracle's knowledge base strategy. The knowledge base in the My Oracle Support portal (https://support.oracle.com) hosts nearly a half million documents, including how-to instructions, problem-solution descriptions, code samples, FAQs, critical alerts, technical whitepapers, and so on.

AutoVue's footprint in the Oracle knowledge base - although relatively small at just around 400 documents - is a steadily-expanding assortment of valuable info. This information is designed to complement what you have already learned from the AutoVue documentation, or in some cases, to examine topics not yet covered in the documentation. Similar to the documentation, the knowledge base is one of the highest-value self-service avenues, since it delivers answers in real-time and is driven by the topics most relevant to customers.

There are many different ways to leverage the AutoVue knowledge content, or what Oracle often refers to as "KM Notes":


1. Knowledge Browser: To browse the knowledge hierarchy, click on the 'Knowledge' tab at the top of the My Oracle Support webpage. In the list of product areas at the left, click on 'More Applications', then on 'Oracle AutoVue'. From here, you can either view the full set of KM Notes under the AutoVue product family (AutoVue, VueLink, Web Services, Document Print Services, etc) by clicking on 'All of Oracle AutoVue', or you can drill down further by clicking on 'Enterprise Visualization'.

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2. Search: To execute simple keyword searches, use the Search bar at the top-right of the My Oracle Support webpage:

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3. Advanced Search: Beside the same Search bar at the top-right of the My Oracle Support webpage, click on the 'Advanced' link in order to increase your control over the search string as well as the product to search against:

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4. In your Dashboard: By clicking on the 'Customize' link at the top-right of the Dashboard page in My Oracle Support, you can drag & drop multiple "Knowledge Articles" widgets onto your dashboard. Then, click on the pencil icon at the top-right of the widget to customize it by product. This allows you to keep an active monitor on the most recently updated KM Notes across any product:

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5. During SR Creation: As you submit a new Service Request, after entering the product information, SR title, and SR description, you will be presented with a frame at the left containing KM Note suggestions based on the information entered:

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Let Oracle know what you think!
If you like or dislike an article, or would like to comment on how easy/difficult it was to find the article, click on the "Rate this document" link at the bottom of the KM Note. Similarly, during SR creation if one of the suggested KM Notes resolves your question/issue, you can click the "This article solved my problem" link at the bottom of the page.

I hope these approaches improve your ability find knowledge content within the My Oracle Support portal, and I encourage you to continue to build your knowledge to further your success with the AutoVue product family.

Comments:

Some additional useful resources to give you all the tips & tricks regarding the My Oracle Support knowledge search and browse: - KM Note 839439.1 (Quick Reference Guide for Searching and Browsing in My Oracle Support - KM Note 733384.5 (Effective Searching) - KM Note 733241.5 (My Oracle Support Help: Table of Contents) - KM Note 603505.1 (MOS Speed Training)

Posted by Graham on July 09, 2010 at 09:30 AM EDT #

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The authors of this blog are members of the AutoVue Enterprise Visualization team at Oracle. The views expressed on this blog reflect those of the members and do not necessarily reflect the views of Oracle.

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