Siebel MyOracle Support (MOS) Tips
(Doc ID 1084368.1)
Last updated on JULY 13, 2021
Applies to:Siebel > Customer Relationship Management > CRM - Enterprise Edition, Brightware
Siebel > Customer Relationship Management > CRM - Enterprise Edition, Incentive Compensation
Siebel > Customer Relationship Management > CRM - Enterprise Edition, Mobility Solutions
Siebel > Customer Relationship Management > Contact Center Anywhere
Siebel > Customer Relationship Management > CRM - Enterprise Edition, Self-Service E-Billing
Information in this document applies to any platform.
The welcome center is a link to information specific to Siebel. There are links to documentation, release notes and a whole lot more. This is a page to bookmark.
When performing a knowledge search the current user guides are not included in the search. The user guides can be downloaded from the Oracle Technology Network (OTN) site at the following links:
In order to search the documentation please refer to section entitled "Searching" below where it is possible to choose the "Documentation" option to search the Siebel Bookshelf documentation.
Note: One of the most beneficial tools is when users start using PowerViews to narrow the information that is provided down to the product(s) that apply directly to their individual needs.
The PowerView functionality allows users to only see targeted information and hide information that does not apply. A PowerView can be created and saved for a single product, multiple products or an entire product line.
To create a PowerView for a single product, simply click on the PowerView icon and select new. Select Product from the first list of values. Then start typing any portion of the product that you would like to select a list of matching values will be displayed. Highlight the correct value and it will be used for the PowerView. Click OK or Apply to use this PowerView just one time, or click Save and name the PowerView to use it over and over again.
To create a PowerView for multiple products click on the magnifying glass icon to the right of the input field. This will produce a tree format in which the user can drill down and check the products that are of interest.
NOTE: In the example below Siebel CTI has been chosen. Note that in order to ensure that you have documentation for all products related to Siebel CTI it is necessary to choose all related products.
When a PowerView is active, the icon at the top of the screen will show PowerView is On. To find out filter criteria being used, just hover over the text to the right of the PowerView button as shown below.
In MOS the browsing functionality has been enhanced. Users can now browse down to any level of the product and then use the search functionality to search for knowledge documents just within that area.
Once an area is selected, the documents within that area are displayed in the results list, along with an additional search bar at the top of the results list. Entering in keywords into that search bar will execute a search just over the knowledge documents in the area that was selected from the browse tree.
Note: When using PowerViews the browse tree will only include areas for the products included in the PowerView, making the browse tree much more streamlined.
When browsing, users may see up to three documents at the top of the results list in a light blue area. These are Support Recommended documents that Global Customer Support (GCS) believes are important for users when viewing documents in that product area. When a Support Recommended link is displayed, please take a look at the documents, because it may contain very important information.
When using the search bar in the upper right hand corner the default is always a search over knowledge. If you want to use a keyword search over just Change Requests (Bugs) simply click the page icon shown below and select the Bug Database option:
In order to search over both knowledge and bugs at the same time, click Advanced.
Clicking on the Source the interface allows the user to check multiple sources to search over. The related product will automatically be filled in with the information from the PowerView limiting the search results to only the product(s) listed. Users can override those products manually, by simply typing in the product that is of interest.
If the source is limited to only Bug Database additional refinement fields become available. Status Code allows searches to be done over bugs at a specific status (ie: 01 - Complete).
Refining Search Results
Once the results are returned there are refinement options available. On the left hand side the refinement options presented depend on the source(s) being used in the search. When searching over knowledge the refinements include Sources, Product Category, Task/Intent, and Document Type. The document type "Learn More" include How To and Bulletin (these are documents that were previously called Technical Briefs), document types, the "Reference" includes Reference (changes to documentation), document types, and "Trouble Shooting" includes Problem document types.
Once a search has been executed, a second search bar appears above the search results. This can be used to change or refine the results list even further. Any additional keywords added in this search window will execute another search.
Keywords or Tags
Some documents will have keywords associated with the document. If a search term is used that is also a keyword, that document will show higher in the results list. Clicking on a keyword will add the word(s) to the search criteria and re-execute the search.
Note: Not all documents currently have keywords, but more are getting tagged daily.
Feedback is greatly appreciated and will help to make the knowledge base better. While viewing documents if you run across anything that we should be aware of please use the Rate this document link at the bottom of the document to provide any and all feedback.
Any document can be added to the list of favorites by simply clicking on theicon. When adding favorites for different documents the favorites are grouped in folders according to document type. Best practice would be when a bug is entered for your company a favorite can be created, so it can easily be referenced in the future.
In order to remove a document from the favorites list, simply select Manage Favorites, highlight the item(s) to be removed and click the Remove Selected button.
Tips for Searching
- When searching over bugs, try searches that do not narrow down the results by release, sometimes an issue is reported and fixed in one release, but may not have been reported for the specific release being used.
- If users would like to see a document in a new window or tab, simply right click the hyperlink and the option to open the document in a new window or tab will be displayed.
- If you know the bug or the document ID number, just type it in the search on the upper right hand side.
Discussing on My Oracle Support Communities
My Oracle Support has an interactive social media area called My Oracle Support Communities. This is a location where you can chat with peers in the industry regarding your product area topic. It is a great place to ask questions where you might want collaborate feedback from multiple sources. Please find here the link to the My Oracle Support - Siebel communities where you can learn more.
Collaborate with and learn from your Peers, Industry Experts and Oracle Support Product Specialists using My Oracle Support Community.
NEW! Please visit the new Siebel CRM community.
The Siebel CRM community focuses on discussing any topics related to Siebel CRM applications. It intends to improve your experience as an Oracle Siebel customer by providing an interactive channel for sharing information, posting questions and answers, and giving suggestions to your peers when working with this modules.
Creating Service Requests (SRs)
When creating an SR, the information that is entered into the Problem Summary along with the product that is selected is used to search for knowledge documents and community threads that may relate to the issue.
On the next page when typing in a product, any portion of the product name may be typed in, a list of matching values will be displayed. Note: Selecting the correct product is important for getting the SR to the right person in a timely manner.
If a product is not displayed, click on the Product Selection arrow and select --Click here to Show all Products--. This is a toggle, next time an SR is entered; all products will automatically be displayed.
If continually entering SRs for the same product/version/platform after entering the information, type in a name in the Save as SR Profile Name.
The next time an SR is entered; this Profile will be available on the General tab under the AutoFill - Product Information area. Selecting a profile will fill in the Product, Version, Platform and Platform Version. The user must still select a Tools Version and a Category on the Product and Problem tab, but using Profiles can help save keystrokes.
When uploading a document please make sure that a comment is included to let the support engineer know the purpose of the document being uploaded. Even if the purpose of the document is obvious, having the comment "screen prints" will assist support.
Please also refer to the posting below which gives guidelines on the most appropriate Product and Category to choose when logging Service Request so as to route to the correct team initially.
How to ensure your SR is routed to the correct team (Doc ID 743630.1)
My Oracle Support (MOS) 5.3 New Features - STARTED on JULY 2011
- Intent Based Search/ Navigation
Intent based search is a feature that attempts to guide a user in refining their search to a specific product, version and intention.
- Dynamic Advisors
Purpose Serve as a landing page for an area of focus and an intent. For example, a product advisor might be created to serve as a table of contents for information about using that product (intent = use). Typically these "index notes" link out to other documents.
- Install and Configure
- Patch & Maintenance
- Search Suggestions
A search tip is similar to a sponsored link. A word or phrase is identified that is unique to a specific action. That word is registered in the system and mapped to a "tip". When a user enters a search phrase that includes that registered word/phrase the tip is returned
- Product Based Refinement
Product search refinement uses a synonym table (not the one used for standard synonym search refinement) to establish when a keyword or phrase matches a known product. When this detection occurs, the user is prompted to select a product from a list of one or more values. Once selected the search will be refined to exclude content created at these lower levels
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In this Document
|Refining Search Results|
|Keywords or Tags|
|Tips for Searching|
|Discussing on My Oracle Support Communities|
|Creating Service Requests (SRs)|
|My Oracle Support (MOS) 5.3 New Features - STARTED on JULY 2011|