Wednesday Mar 12, 2014

Interactive troubleshooting using knowledge Assistants

Over the past couple years our Support organization has been publishing a number of new types of content in the My Oracle Support (MOS) knowledge base, beyond the standard/static how-to and problem-solution documents. More recently, we've been working on a new type of document - or more specifically a tool - called Assistants.

Assistants are interactive documents that guide the reader through a question tree towards known solutions for specific areas of troubleshooting. Oracle is in the process of creating Assistants across all of the product lines, and the first one we created for AutoVue is for a subject area dear to our hearts:

Assistant: Troubleshooting Connection Issues when Using AutoVue Client/Server Deployment (Doc ID 1615930.2)

Here's an example of a particular question tree, which in the case of this Assistant goes 2-3 layers deep before presenting known solutions on the right:

Make sure to check it out, share your feedback, and let us know (via comments in the document or through this blog) what other subject areas you'd like to see for new Assistants!

Tuesday Mar 05, 2013

Tracking product-specific knowledge articles in the My Oracle Support portal

There have been a number of changes/improvements to the My Oracle Support (MOS) portal over the past year, and one that I find quite useful is the ability to easily add multiple products to the ‘Knowledge Articles’ widget in your dashboard. This allows you to keep an eye on recently created/updated articles for whichever Oracle products you’re interested in, as well as recent Alerts for those products. Here’s an outline of the steps to configure this in your MOS dashboard:

  1. Click the ‘Customize Page’ link near the top-right.
  2. Locate your ‘Knowledge Articles’ widget (if not already added, click on ‘Add Content’ to add it).
  3. In the ‘Knowledge Articles’ widget, click on the wrench icon at the top-right.
  4. Select any products for which you’d like to maintain a feed of recently created/updated articles. For example if you’d like to monitor articles for all flavors of AutoVue, type ‘autovue’ in the Products dropdown and the auto-complete will present all of the different AutoVue products to choose from.

Another nice feature is that you can have multiple ‘Knowledge Articles’ widgets in your dashboard, allowing you to track different product lines separately if preferred. Here’s a screenshot of my MOS dashboard, where I track AutoVue articles and Primavera articles in two separate widgets:

 For more tips & tricks on searching and browsing the knowledge base, click on the 'Webcasts and Recordings' link in your MOS dashboard, from which you'll find a video recording all about search and browse capabilities.

 

About

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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