2. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Proactive Recommendations Public Sector SIG Vanha Le Principal Technical Support Engineer Procurement Support, E-Business Suite April 13, 2015 Oracle Confidential – Internal/Restricted/Highly Restricted

3. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Safe Harbor Statement The 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 Restricted3

4. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 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 Oracle Confidential – Internal/Restricted/Highly Restricted4

5. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | My Oracle Support Accreditation: E-Business Suite Accreditation Program Pages Program Index – 1583898.11583898.1 E-Business Suite – 1580100.11580100.1 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

6. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | My Oracle Support Accreditation: E-Business Suite 6 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? 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 – 1580100.11583898.11580100.1 Build Your toolkit Get inspired Oracle Confidential – Internal/Restricted/Highly Restricted

7. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Support Guided Resolution Oracle Confidential – Internal/Restricted/Highly Restricted  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

8. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 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 8Oracle Confidential – Internal/Restricted/Highly Restricted

9. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | How Can I Give Feedback? Oracle Confidential – Internal/Restricted/Highly Restricted9 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

10. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 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) For more information regarding this process, check out the FAQ (Doc ID: 1584210.1) 10Oracle Confidential – Internal/Restricted/Highly Restricted

11. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Encumbrance Analyzer Doc ID 1970384.1 - Run the analyzer when encountering funds 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 11Oracle Confidential – Internal/Restricted/Highly Restricted

12. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted12

13. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 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 Oracle Confidential – Internal/Restricted/Highly Restricted Doc ID 740966.1 13

14. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Get Proactive Dynamic Event Calendar (Doc ID 125716.1) Oracle Confidential – Internal/Restricted/Highly Restricted14 Locate Upcoming Proactive Events… View by Product Area Allows for Calendar View or List View Easy click through to information Locate Upcoming Proactive Events… View by Product Area Allows for Calendar View or List View Easy click through to information

15. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 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 Oracle Confidential – Internal/Restricted/Highly Restricted15

16. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Join Us for a Support Session this Week! Session IdTopicDateTimeLocation 10600Proactive Best Practices for Payables and Payments: Key tools you need to know! Sun. Apr 123:30 - 4:30 pmCoral B 10613Proactive Best Practices for Receivables: Tool Summary, Auto-Invoice, & Troubleshooting Assistants Mon. Apr 1310:30 - 11:30 amCoral B 10612Proactive Best Practices for EBS Patching: Learn about the Patch Wizard and how to find E-Business Suite Patches & Technology Patches Mon. Apr 1310:30 - 11:30 amBreakers G 10614Proactive Best Practices for E-Business Suite: Help resolve problems before they impact your system Mon. Apr 1304:30 - 05:30 pmCoral B 10615Proactive Best practices for Procurement: Key tools you need to know! (See a Demo of the New Encumbrance Analyzer!) Tues. Apr 149:45 - 10:45 amCoral B 10617Proactive Best Practices for Costing: Diagnostics and the Period Close Advisor Tues. Apr 142:00 - 3:00 pmCoral B 10618Proactive Best Practices for EBS Period Close: Leveraging the Period Close Advisor in Real Life Scenarios Wed. Apr 158:00 - 9:00 amIslander D 10616Proactive best practices for CRM: Key tools you need to know!Wed. Apr 154:30-5:30 pmCoral B Oracle Confidential – Internal/Restricted/Highly Restricted16

17. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Don’t Forget Visit Oracle Stars Bar in Exhibit Hall – Enter in a drawing – Win a FITBIT! Oracle Confidential – Internal/Restricted/Highly Restricted17

18. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Safe Harbor Statement The 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. Oracle Confidential – Internal/Restricted/Highly Restricted18

19. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted19