My Oracle Support and MetaLink 3: PSFT and JDE Customers

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1 <Insert Picture Here> My Oracle Support and MetaLink 3: PSFT and JDE Customers Tom Wright Customer Support Manager Global Customer Advocacy Oracle Support

2 Agenda 1. Why it is Changing <Insert Picture Here> 2. What is Changing 3. Timeline 4. Call to Action 2

3 Agenda 1. Why it is Changing <Insert Picture Here> 2. What is Changing 3. Timeline 4. Call to Action 3

4 Transforming the User Experience Support Maturity Model Simplifying Complexity Reactive Proactive Predictive System goes down You call Support You wait for Support to call back Support calls you back You download and install a patch System is eventually recovered Support notifies you of the latest patches You figure out which patches apply to your system You download the new patches You install the new patches System outage is averted some of the time Specific software defect is identified You are automatically notified of the potential problem & impact You re offered a remedy You implement the recommended remedy System outage is averted most of the time Which support model would you rather have? 4

5 Introducing: My Oracle Support Webstar Service Excellence Award SSPA Best Embedded Product Support 2008 Next Generation Support Embedded Configuration Management Extensive Knowledge Base & Communities Personalized & Proactive Service Outcome: Customer Success 25% problems avoided 40% faster problem resolution 30% faster service request creation 97% of problems resolved quicker with targeted knowledge 5

6 Simplified Support Siebel SupportWeb ebiz 7.8 Hyperion e-support Siebel Call Center Customer Connection Customer1 MetaLink ITS Customer Portal My Oracle Support Oracle Customer Support Siebel Call Center 8.0 6

7 Faster Problem Resolution Quick access to the information you need with our new personalized dashboard Robust knowledgebase and powerful self-service tools Enhanced Service Request (SR) management 7

8 Extended Preventative, Automated Support Capabilities A simpler, faster, easier way to maintain your Oracle systems Simplified configuration management solutions such as Software Configuration Manager Automated HealthChecks and Product Alerts 8

9 Increased Personalization Powerful information management with increased personalization and knowledge integration via the Oracle My Oracle Support new user interface Personalize your homepage content for easier access to self-service tools and configuration data Quickly access your Service Request history with MySRs Pro-Active with Headlines Information capability 9

10 Agenda 1. Why it is Changing <Insert Picture Here> 2. What is Changing 3. Timeline 4. Call to Action 10

11 Phased Roll-out January 2008 June 2008 November

12 My Oracle Support From 5 sites to 2 sites From 5 URLs to 2 URLs Metalink.oracle.com (Legacy Oracle) Metalink3.oracle.com (Siebel, Hyperion, PeopleSoft, JDEdwards) One Name My Oracle Support Portal still referred to as Metalink 3 until we get them all combined Next Phase One Site For All Of Your Support Needs 12

13 For Current Oracle Metalink Users - Simple No Impact Option Link back to Classic MetaLink at any time Enhanced My Oracle Support Extended preventative, automated support capabilities Increased personalization 13

14 PeopleSoft / JDE Legacy Systems and Tools Customer Connection will be retired No access for customers aliases for customer support will be discontinued Customer Support telephone numbers will remain unaltered Phone menu will change to the standard Oracle Support menu PeopleTools will remain unaltered Change Assistant and Support Assistant will continue to be supported But Authentication will be via new My Oracle Support login/password 14

15 What Are Some of the Terminology Changes? My Oracle Support term Service Request (SR) PeopleSoft / JD Edwards term Case Bug, Defect Activity Collaboration Support Identifier Customer User Administrator (CUA) Incident, Change, Enhancement (ICE) Software Action Request (SAR) Note Incident Action Request (IAR) Customer ID Site Identification Number (SIN) Web Admin 15

16 Migrating Key Information Customer ID / Site Identification Number (SIN) will be replaced by Support Identifier Knowledge management documents (solutions) will be migrated aliases for customer support will be discontinued Customer Support telephone numbers will remain unaltered Two years of Case history will be migrated Cases will be assigned new Service Request (SR) numbers Ability to search for SR s by previous Case number All ICE and SAR requests will be migrated PeopleTools will remain unaltered Change Assistant and Support Assistant will continue to be supported But Authentication will be via new My Oracle Support login/password 16

17 Agenda 1. Why it is Changing <Insert Picture Here> 2. What is Changing 3. Timeline 4. Call to Action 17

18 How will Oracle Communicate With Customers? Customers will be receiving a series of communications including awareness and support identifier information prior to cutover An information page and FAQ for customers is available on the legacy customer support portal Customer Connection Transition Information Website Two weeks prior to cutover, training will be available to migrating customers Recorded training will remain available post-deployment via Oracle University 18

19 Agenda 1. Why it is Changing <Insert Picture Here> 2. What is Changing 3. Timeline 4. Call to Action 19

20 Customer Call To Action Verify your Customer Connection profile information Visit the Customer Connection Transition Information site Transition information Frequently asked questions Terminology Training courses Customer feedback Look out for Support Identifier awareness s Pre-register for Metalink 3 Attend training Tell others! 20

21 Customer Pre-Registration (Call To Action) Pre-registration period planned for 30 days prior During pre-registration, customers can Set up their SSO login/password Associate CSIs to their user account Set up Knowledge User Templates (KUTs) Set up User Profiles Grant access to other users (admins only) Look around the existing My Oracle Support application But they cannot Log service requests for PeopleSoft or JDE products Perform Knowledge Management (KM) searches on PeopleSoft or JDE products See any historic service request data Pre-Registration is not mandatory, but it is Recommended 21

22 Customer Support Education Customer Connection Transition Information Page Overview, timeline, deployment logistics FAQ, Terminology Training schedule, Recorded training Customer Connection frequently visited sites Home page News, Breaking News, JD Edwards and World Update Center, JD Edwards EnterpriseOne Resource Center, JD Edwards World Resource Center, Create a case Include link to transition information page Customers can request training by sending an to [email protected] 22

23 Getting Started with Metalink 3 - Registration <Insert Picture Here> 23

24 MetaLink 3 Registration 24

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32 <Insert Picture Here> MetaLink 3 Tour 32

33 MetaLink 3 Organization 33

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43 <Insert Picture Here> My Oracle Support Next Generation 43

44 Introducing: My Oracle Support Next Generation Support Embedded Configuration Management Extensive Knowledge Base & Communities Personalized & Proactive Service Outcome: Customer Success 25% problems avoided 40% faster problem resolution 30% faster service request creation 97% of problems resolved quicker with targeted knowledge 44

45 Main Dashboard 45

46 PowerView Filtered by Support Identifier Product Resulting in exactly what you want to see You can now create/modify PowerView filters directly from the content attributes of a specific region via the Action menu. 46

47 Detailed System 47

48 System Health Dashboard 48

49 Inventory and Usage Region 49

50 Viewing a Service Request 50

51 Bug Summary Region 51

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