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MOS: Find Answers. Resolve Issues - Using Premium Knowledge Management Solutions (Doc ID 1621498.1)

Last updated on AUGUST 04, 2017

Applies to:

OSS Support Tools
Information in this document applies to any platform.

Details

Overview

My Oracle Support (MOS) offers Premium Knowledge (KM) documents to help with messaging specific kinds of information.  These documents are tailored to deliver precise guidance and specific knowledge for their subjects and work more effectively than standard KM documents in these scenarios. When you understand how MOS Premium KM documents are presented it will help you prepare for how to quickly recognize and use the information they contain.   Along with recognizing different types MOS Premium KM document types this document will give you the knowledge to search and discover what Premium KM documents exist for your Product.

MOS Premium KM Document Types

Get Proactive Portfolio

Lifecycle Advisors

Information Centers

Search Assistants

 

Get Proactive Portfolio          [Back to top]

What it's used for:

These documents exist to help orient and give high level awareness to customers about Oracle's key proactive resources and tools for their chosen product line. This information is intended to exist at a very high level and give you insight to discover and explore the areas that matter to you.  The documents in this area contain content aimed at proactive management of your product, avoiding pitfalls, and fast issue resolution that includes:

Once you've explored the information in the Get Proactive Portfolio you should revisits them every couple months to see the latest Oracle updates.  The video on this page helps explain the benefits of the Get Proactive Portfolio and covers how they're organized.

Appearance:

All Get Proactive Portfolio documents contain the phrase "Get Proactive" in the document title.  Each product line Get Proactive Portfolio document will have a layout with helpful navigation along with captions and links to content organized under the headings: Prevent, Resolve, and Upgrade.  Each product line document contains a 'Now Trending' section highlighting a popular product line subject.  Each product line document also contains a 'Stay Informed' menu box with links to training, newsletters and social media.

Where to find them:

These documents are most easily found by navigating to them on the MOS Knowledge tab.  Find the 'Knowledge Links' content area then select the heading 'Get Proactive Portfolio'.  The 'Get Proactive Home' link provides additional information for how to get started using Get Proactive Portfolio and documents appear organized by product line to help you easily locate your information.

 

Lifecycle Advisors          [Back to top]

What it's used for:

When you're looking for an introduction or high level approach for how to plan your new product installs, coordinate upgrades, and understand patching best practices then Lifecycle Advisors are the place to start.   Lifecycle Advisors are intended to help company officers, customer product administrators, and their teams understand the "big picture" processes required to rollout and manage their Oracle products.  Lifecycle Advisors are created by Oracle for the most common installs, upgrades, and patching for each product line.  Oracle support uses both its internal knowledge and customer feedback to tailor a strategy and best practices for performing these tasks.  The main types of Lifecycle Advisors are 1) Install and Configuration, 2) Upgrade/Migration, 3) Patching and Maintenance, and 4) Migration and Process. A Lifecycle Advisor overview video  can be seen here. KM Lifecycle Advisors will:

 New Lifecycle Advisors are regularly being added so make sure to check for an advisor for your activity before starting new projects.

Appearance:

All Lifecycle advisor documents are prefixed in the document title with the type of advisor it is (e.g. "Install and Configure Advisor:", "Upgrade Advisor:", "Migration Advisor:", "Patching and Maintenance Advisor:").  Lifecycle Advisors are organized around the concept of phases.  Each phase of a project has a set of activities and tasks that must be performed. The number of phases is variable and depends on the advisor. The layout for each page of an advisor document is organized into 3 panels. The left most panel contains a navigation box for the selected project phase.   The center panel shows step details for the phase and the right panel has links to relevant news & announcements, multi-media trainings, and related resources.  In the left panel, the 'Phase Overview' is the default page shown for each phase.  'Phase Overview' will have a section with an overview, key knowledge links, and the MOS Community from which to ask questions and get additional help.  It's followed by the 'Step by Step Guide'.  Each link in the 'Step by Step Guide' should be reviewed as it is a separate page with its own information.  The checkboxes to the left of each step provides a way for users to check off the information they've already visited and is specific to an individual's MOS user session.

 

Where to find them:

These documents are most easily found by navigating to them on the MOS Knowledge tab.  Find the 'Knowledge Links' content area then select the heading 'Lifecycle Advisors'.

 

Once you select this link you will arrive at the main overview page.  Select the product line that applies to you.

Information Centers (ICs)          [Back to top]

What it's used for:

Information Centers improve your MOS KM experience by providing easier navigation and readability for KM documents. ICs serve as hubs associating related My Oracle Support (MOS) KM information and content.  They are used to organize a wealth of information on a subject represented by many KM documents.  ICs can exist for virtually any support topic at any level and are used commonly in MOS KM.  As an example, the subject could have to do with something software or hardware related, product lines, product features, product components, detailed product function functional areas, support help, support tools, etc.  The implementation of IC’s are done using “widgets” which group KM content or URL links to other relevant sites.

Appearance:

All ICs contain the phrase "Information Center" in the document title and most start with this as the prefix.  ICs are designed with a standard template that makes the appearance instantly recognizable.  Along with being a great help reference, the "Information Center: My Oracle Support - Support Issues (DOC ID 1466493.2)" demonstrates a good IC example. When you first land on an IC you will be presented with an Overview page that includes the full set of tabbed menus for the IC.  Navigate between them by selecting the menu item you want then reviewing the content on that page.

 

TIP: ICs may reference Oracle hand-selected KM content, Oracle content setup with dynamic filters, or a combination of both.  You can usually tell when content is being fetched with dynamic filters because an associated time/date appears next to the KM reference.

Where to find them:

These lists of product-line IC indexes have been created for quick orientation and reference:

IC Indexes can also be found in the Get Proactive Portfolio under the 'Resolve' section.  Alternatively, you can check to see what ICs exist for your product.  Simply navigate to the MOS Knowledge tab.  Find the 'Knowledge Base' content area then key in your product or product line.  Once you enter your information the list of available ICs will be returned and show up with the icon   .

 

Search Assistants          [Back to top]

What it's used for:

Search Assistants are a type of Premium KM document that helps guide users to the precise set of aid or troubleshooting resources they need.  This type of KM document is used to deliver better self-service help opportunities where multiple combinations or scenarios for a process or issue require a different set of steps or activities.  Users simply respond to the question presented in the Search Assistant document by selecting the options that apply to them.  Based on the selection, further clarifying questions, symptoms, and/or errors may be presented for additional selection. Once the proper set of options is selected the Search Assistant brings back the necessary solution document(s) for the process or issue.  

Appearance:

All Search Assistants will include the word 'assistant' and be prefixed by either the word 'troubleshooting' or 'search' or have the phrase "search assistant" in the document title. Search Assistants are developed with a standard template.  The template layout has a Selection(s) area on the left that asks for information to complete the scenario.  On the right of the layout is the Solution(s) area. 

When "Additional Clarification" or 'symptom(s)' are needed the grayed out part of this area will become active.  Once the scenario/selections have been made possible solutions (KM documents) will appear in the Solution(s) section. The 'Change' link can be used to go back and change a previous selection.

 

Where to find them:

These lists show available Search Assistants for quick orientation and reference:

Most Search Assistant indexes can also be found in the Get Proactive Portfolio under the 'Resolve' section.  Alternatively, you can check to see what Search Assistants exist for your product.  Simply type your keyword and the word "assistant" in the MOS Search box.  When the results return you can use the Product Category Refine Search to help filter results for your area of interest.

Actions

 Review this document to understand how MOS Premium KM is used. 

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