copyright © 2015, oracle and/or its affiliates. all rights reserved. | proactive recommendations...

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

Proactive RecommendationsPublic Sector SIG

Vanha LePrincipal Technical Support EngineerProcurement Support, E-Business SuiteApril 13, 2015

Oracle Confidential – Internal/Restricted/Highly Restricted


Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Oracle Confidential – Internal/Restricted/Highly Restricted 3


Program Agenda

Accreditation

Guided Resolutions, Automation in the SR creation

Enhancement requests via Community

Stay Engaged and Informed Proactively

Product specific new proactive offerings

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My Oracle Support Accreditation: E-Business Suite

Accreditation Program Pages

• Program Index – 1583898.1

• E-Business Suite – 1580100.1

Fully leverage support capabilities delivered via My Oracle Support | high-value best practices | efficiency with Oracle tools = more time spent on primary role.

Stay Informed | Analyzer Scripts | Workflow Analyzer | Period Close| Patching | Certifications | Upgrade Advisor | Comparison Reports | Tech Stack Patches | R12.2 Information .

5Oracle Confidential – Internal/Restricted/Highly Restricted

https://support.oracle.com/epmos/faces/DocumentDisplay?id=1583898.1

https://support.oracle.com/rs?type=doc&id=1580100.1


My Oracle Support Accreditation: E-Business Suite

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Are you ready to take your expertise in supporting your E-Business Suite installation to the next level?

Do you want to expand your knowledge with use cases and best practices developed by the E-Business Suite product team?

Analyzer Scripts Patch Wizard

Use Case – Joe is the Solution Architect for Advanced Supply Chain Planning (ASCP) and has noticed that the performance is being negatively impacted on the system. It is critical for Joe to investigate quickly what settings can improve performance for the users and business. Joe runs the ASCP Performance Analyzer and is able to see that the Shared Pool Size needs to be increased by the DBA. The change is made and a sudden positive impact is seen by the business.

Use Case – Sue is a System Administrator for her company. She needs to research patches for E-Business Suite and create an update for her team in the next four weeks to: identify recently recommended patches from Oracle, analyze what is already applied, what is changing on the system and any impact of the patches, and review the responsibilities that will be affected by end users.

Objectives:• Validate database settings• Quickly identify the needed

change• Continue to monitor and manage

performance for the business

Objectives:• Research patches• Create and deliver a team update• Analyze patches on the system

• 01 options to stay informed

• 02 Analyzer Scripts

• 03 Workflow Analyzer

• 04 Period Close Advisor

• 05 Period Close with Payables

• 06 Patching Community

• 07 Patch Wizard

• 08 Patching & Maintenance Advisor

• 09 E-Business Suite Certifications

• 10 E-Business Suite Upgrade Advisor

• 11 Pre-Install Patches Report

• 12 Maintenance Wizard

• 13 E-Business Suite Reports

• 14 E-Business Suite & Tech Stack Patches

• 15 R12.2 Patching & Info Center

E-Business Suite Accreditation – 15 modules ▲ self-paced learning experience ▲ assessment ▲ study guide ▲ FAQ ▲ accreditation community

Accreditation Program Index – 1583898.1 E-Business Suite – 1580100.1

Build Your toolkit

Get inspired


https://support.oracle.com/epmos/faces/DocumentDisplay?id=1583898.1

https://support.oracle.com/rs?type=doc&id=1580100.1


Oracle Support Guided Resolution


Integrated in SR Logging Process Designed to:

Narrow the scope of the issue being reported

Identify what data is required to progress the issue to resolution

Improved root/cause analysis and corrective actions

High-quality, well tested solutions and action plans

If SR created, the Guide may request specific files to be uploaded

Targeted questions

yield specific information and action plan

7


Automated Triaging

SR is Initiated•Upon Choosing associated Problem Type, receives message that Guided Resolution has been activated.

Provide Issue Details•Answers multiple choice template questions

•Provides requested information: Analyzer, Log files, Screenshots, Diagnostics, etc

SR is created•Automated Triaging commences•Request missing files if needed (based on flow selection), and waits for them

File Validation Occurs•Inputs: requested evidence files•Output: Confirmation of successful upload or action plan requesting missing files

In Development…•Real-time analysis of evidence•Integrated intelligence of expert engineers

•Identification of specific actions and /or common solutions

How Does It Work? Automation enhances the SR routing and triaging activities

within My Oracle Support

Triaging activities begin immediately upon creating SR

Faster upfront gathering of files needed to analyze and resolve the issue

Quick match to known solutions if problem signature identified in uploaded files

Engineer receives a well formed SR with supporting documentation

Automations can include: File request and validation File scanning for known problem signatures Offering a potential solution based upon match to problem signature

Select accurately in the guided resolution. It impacts the value of the triaging process.

What are the Benefits of this Design?

Guided resolution

Triaging



How Can I Give Feedback?


Select when the information

provided resolved the

issue

Select when you have specific feedback / recommendations about the Guided

Resolution flow

Provide feedback through the SR or in the Guided Resolution itself


Enhancement Request to My Oracle Support Community Customer Value

Create and share enhancements yourself – rally peers around it

Insight into all ERs and discussions Influence releases by voting

A True Idea Exchange Active collaboration between

Customers, Development and Product Management

Open discussions on key issues: Problems with the Application Expectations for the Application Business Needs and Impact Recommendations Improvements for critical business

flows Overall – an open channel to give

feedback and aid in the evolution of the products

For more information regarding this process, check out the FAQ (Doc ID: 1584210.1)


Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 11

Encumbrance AnalyzerDoc ID 1970384.1 - Run the analyzer when encounteringfunds related errors, or when noting an incorrect encumbrance value for a Purchasing document.

Immediate analysis and output of Procurement Encumbrance Accounting data from a particular environment

Identifies Procurement system setup and configurations Provides recommended actions and best practices Runs as a standalone or Concurrent Request Checks for known data corruption issues Document data includes:

Purchasing, GL and XLA table level data Archive table data Information on backing requisitions XLA Transaction entities and event details GL BC Packets detail XLA Accounting error details

Always safe to run in Production! Add as a Concurrent Request


Stay Informed Proactively Product Newsletters• blogs.oracle.com/EBS• New on new releases, tips

and tricks, troubleshooting guides, upcoming webcasts

Twitter & Facebook• @Oracle_EBS• Oracle E-Business Suite

Support • Keep up to speed on

latest hot news from Oracle EBS

Webcasts – Live Virtual Event• Subject Matter Experts

offer methods and solutions to most common customer issues received in Support

• All Events recorded and archived for easy replay


Doc ID 740966.1

13


Get Proactive Dynamic Event Calendar (Doc ID 125716.1)


Locate Upcoming Proactive Events…

View by Product Area

Allows for Calendar View or List View

Easy click through to information


Program Agenda

Accreditation

Guided Resolutions, Automation in the SR creation

Enhancement requests via Community

Stay Engaged and Informed Proactively

Product specific new proactive offerings

1

2

3

4

5



Join Us for a Support Session this Week!Session Id Topic Date Time Location

10600 Proactive Best Practices for Payables and Payments: Key tools you need to know!

Sun. Apr 12 3:30 - 4:30 pm Coral B

10613 Proactive Best Practices for Receivables: Tool Summary, Auto-Invoice, & Troubleshooting Assistants

Mon. Apr 13 10:30 - 11:30 am Coral B

10612 Proactive Best Practices for EBS Patching: Learn about the Patch Wizard and how to find E-Business Suite Patches & Technology Patches

Mon. Apr 13 10:30 - 11:30 am Breakers G

10614 Proactive Best Practices for E-Business Suite: Help resolve problems before they impact your system

Mon. Apr 13 04:30 - 05:30 pm Coral B

10615 Proactive Best practices for Procurement: Key tools you need to know! (See a Demo of the New Encumbrance Analyzer!)

Tues. Apr 14 9:45 - 10:45 am Coral B

10617 Proactive Best Practices for Costing: Diagnostics and the Period Close Advisor

Tues. Apr 14 2:00 - 3:00 pm Coral B

10618 Proactive Best Practices for EBS Period Close: Leveraging the Period Close Advisor in Real Life Scenarios

Wed. Apr 15 8:00 - 9:00 am Islander D

10616 Proactive best practices for CRM: Key tools you need to know! Wed. Apr 15 4:30-5:30 pm Coral B



Don’t Forget

Visit Oracle Stars Bar in Exhibit Hall–Enter in a drawing–Win a FITBIT!



Safe Harbor StatementThe preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


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