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Oracle has implemented automated service delivery, RapidSR, by integrating product telemetry, knowledgebase, health checks, support portal, and field services. Telemetry enters RapidSR through the customer support portal My Oracle Support (MOS) or directly from the product via Auto Service Request (ASR). RapidSR automatically analyzes the input, executes diagnostics, and recommends a solution. RapidSR then takes the recommended solution and applies business rules, customer personalization, history, and asset information to ensure the right technical solution is provided. Automation can result in the delivery of parts, people, patches, or knowledge to the customer. Customers benefit by receiving standard service responses in a timely manner. Oracle benefits by allowing technical resources to spend their time on more complex issues.
Sr Manager, Proactive Support, Global Systems Technology Service Center, Oracle Corporation
Publish Date: May 5, 2014
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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