By Graham McKendry on Aug 21, 2012
The AutoVue Support team is pleased to announce that we’ve implemented a few enhancements to the Service Request (SR) logging process within the My Oracle Support portal:
1. Problem Type: The ‘Problem Type’ dropdown list now includes subcategories in order to refine the suggested knowledge base articles and control the actual questions that get asked. For example if an SR is logged against one of the core AutoVue products, you’ll be presented with 3 top-level categories, each with a number of sub-categories, as shown in the following screenshot:
2. Recommended Documents: Once the Problem Type is specified, you’ll be presented with a list of recommended knowledge base documents, as well as a recommended “best match” document:
Note: If you decide to view one of the recommended documents, you’ll have the option of either returning to the SR submission process, or cancelling the process if the document answered your question:
3. Relevant Questions: Each of the Problem Type templates now includes context-specific questions in order to provide the Support team with as much relevant information as possible in the initial submission.
These enhancements are intended to provide clearer information to both customers and to the Support team, and ultimately to improve the efficiency of the SR process. If you have any suggestions to improve the SR templates further, feel free to post them into the AutoVue Community within the My Oracle Support portal.