4 Knowledge

This document contains the following topics:

4.1 Knowledge Preferences

You can change your Knowledge preferences in the Knowledge Preferences section of the Settings tab. See the Settings help for information about setting your Knowledge preferences.

4.2 Knowledge Tab

4.2.1 Knowledge Tab Overview

The Knowledge tab provides access to Oracle's extensive knowledge base, which can also be accessed by using the search box at the top right hand side of every window in My Oracle Support. Knowledge Links

The Knowledge Links region enables you to browse for information in specific categories. Select a category, then select the link that you want to view from the submenu.


The Knowledge Links section can change over the course of a release.
  • Get Proactive Portfolio from the top of the Links section.

  • Use Lifecycle Advisors to find upgrade, patching, and maintenance related information for various products.

  • Use Critical Patch Updates & Security to find information about updates and security.

  • Use Japanese Knowledge Bases as your entry to the Japanese Knowledge Base for Oracle Knowledge Management.

  • Use Online Documentation to access the online documentation for your product area.

  • Use Oracle System Handbook for the latest support information for Sun system products.

  • Use Tools and Training to find details of Information Center webcasts, diagnostic and Guided Resolution tools, welcome centers, and general training information.

  • Use Big Data Appliance for information about Oracle Big Data Appliance. Knowledge Base

My Oracle Support currently employs two separate search engines. Knowledge Base, Knowledge Base Archive, patches, documentation, and Community results are returned through the Oracle Knowledge search engine that provides better precision, linguistic capabilities and natural language awareness. We recommend to start your searches with Knowledge Base first, then broaden as you need.

The Knowledge Base region contains the Search & Browse, Recently Viewed, Recent Searches, and Favorite Articles tabs.

The Knowledge Base Search & Browse tab enables you to either search or browse the knowledge base after you select a product or product line to restrict your results to areas of interest.

The Recent Searches tab lists your 100 most recent searches. Click a search link to repeat the search.

The Favorite Articles tab lists the documents that you marked as favorites when you selected the star icon next to the document title. To remove a document from Favorites, click the star icon again. The center of the star turns from orange to white. Knowledge Documents

The Knowledge Articles region contains two tabs: Alerts and Recently Updated. The Alerts tab lists the most recent 100 alert documents. The Recently Updated tab lists the 100 most recently updated documents. Click a document link to view the document.

You can customize your Knowledge page by adding other Knowledge Articles regions and specifying filters for different products, for example one region for Oracle Database and another for Fusion Middleware. See the "Viewing Additional Regions" section for more information about additional regions.


This region is affected by PowerView filters. In the Knowledge

The In the Knowledge region contains announcements about some of the latest product releases and patches, diagnostic tools, and upcoming Information Center webcasts.

4.2.2 Using PowerView with the Knowledge Tab and Searching

PowerView, available from the upper right corner of the page, enables you to filter based on products, product line, SI, or configurations. This filters the content of the Knowledge regions which work with PowerView. The PowerView filter bar appears on the region and lists the applied PowerView filters. Other PowerView filters enable you to exclude certain conditions, however the Product filter does not have this feature.


Some knowledge sources (for example documentation and forums) are not specific to a product, but rather to a product line (for example E-business Suite). PowerView automatically rolls up to the matching product lines when searching with a product PowerView filter over a set of sources including sources not assigned to a specific product.

4.2.3 Diagnostic Tools

Diagnostic tools assists you in resolving problems. To start a diagnostic tool:

  1. Click Tools and Training in the Knowledge Links region, then select Diagnostic Tools.

  2. On the Diagnostic Tools Catalog page, click the link for the tool that you want to use.

Each tool contains information on how to use it.

4.2.4 Oracle Sun Content

Sun's knowledge base and multimedia files are integrated into the Oracle knowledge base. The Oracle System Handbook is available by:

  • Clicking Oracle System Handbook in the Knowledge Links region

  • Selecting the search source Oracle System Handbook

You can search for a part number from the Oracle System Handbook pages.

If you are logged in to My Oracle Support as a Sun Partner, when you select the Oracle System Handbook as the document source, you search the Sun Partner version of the Oracle System Handbook. If you sign in as a Sun customer, you will search the Sun Customer version of the Oracle System Handbook.

My Oracle Support can now display Sun multimedia files and Sun files larger than 10 MB.

4.3 Searching for Documents

You can enter a search phrase in the global search bar at the top right side of any My Oracle Support window or you can search for documents by product name and natural language phrase in the Knowledge Base region.

To search from the global search bar, enter a search phrase, then click the search icon (magnifying glass). To search for a service request (SR) or document by number, enter the SR or document number. To search for a patch, enter Patch XXXXXXX, where XXXXXXX is the patch number. To search for a bug, enter Bug XXXXXXX, where XXXXXXX is the bug number.

If no filters are used, when a user searches on a phrase and no knowledge content is returned in the Knowledge Base source, then the search is re-executed on the archive, community, documentation and bug sources.

Searching on a bug or patch id will automatically turn on bug and patch sources. When searching on a bug or patch id such as 19474371, the bug and patch sources will automatically be activated and included in the search results. However, preceding the id with either the word bug or the word patch will open the bug or patch directly.

To search from the Knowledge Base region, do one or more of the following then click Search.

  • Optionally, select a product or product line:


    This region is affected by PowerView filters.
    • Click in the Select a Product or Product Line box and choose a product from the list that appears.

    • To refine the list, type the product name or partial product name. As soon as you see your product appear in the list, select it.

  • Optionally, enter text in the Enter Search Terms box.

  • Optionally, specify a date range (all sources except documentation and Sun System Handbook):

Clicking Search without entering any search terms enables you to browse the part of the knowledge base that matches your selected product or product line.

The KM Search Results page appears and displays a list of documents that meet your selected criteria. Information Centers (if available) appear under the Recommended Links heading.

When search results are returned, a linked snippet is displayed. Click the link to go to the first instance of one of the search terms matching the document. This is very valuable for finding information in large documents.

The document sources are listed above the search terms box:

  • Knowledge Base

  • Archive

  • Community

  • Documentation

  • Bug

  • Patch

  • System Handbook

By default Knowledge Base is selected. Click a document source to select or deselect that source.

Depending on the selected document sources, the first ten documents that meet your search criteria in each category are listed. Use the arrows next to the document category to show or hide the category list. If more than 10 documents were found in a category, the Load More... link appears at the bottom of the list. Click Load More... to view the next 10 documents. You can continue clicking Load More... to view up to 80 documents for each category.

Click a category link under the search criteria box to jump to that category.

Each document title lists the date that the document was updated, the document ID number, and the relevancy rating. Each document has an icon associated with it. Hover over the icon for the document type.

4.3.1 Refining Your Search

You can change your search criteria using the boxes and menus below the category links. You can:

  • Edit the search string

  • Select a product

  • Select a product version

  • Select a platform

  • Specify when the item was last updated (AnyTime, Last 2 Weeks, Last Month, Last Year).

Currently Knowledge Base, some Archive, and some Community documents have a Refine To path listed below the document summary. The path provides four product or product line categories related to the document, in increasing order of narrowness. Click a product or product line category to repeat the search within the selected category. Click All in the Refine To line under any document to restore the search results.

If the search results are too narrow:

You may have a Powerview selected that limits the results to a single product that is not related to your current search. My Oracle Support preserves the PowerView selection across sessions.


For more information about using PowerView with the Knowledge home page and searching, see the "Using PowerView with the Knowledge Tab and Searching" section.

4.3.2 Searching Effectively

Review the following tips to improve your search results:

  • Search Term: Use specific search terms in your query including any arguments which are associated with any error message. If you want to receive search suggestions as you type in your query, setup your Knowledge preferences. For Knowledge Base, Knowledge Base Archive, and Community, the more grammatically rich a search is the better. Natural language searches work the best.

  • Product Focus: There are several ways that you can perform product-based searches from the Knowledge Base region. Doing any of these limits your results on the Knowledge page to the product or product line selected:

    • Create a PowerView to filter for a product over all areas of My Oracle Support.

    • On the Knowledge tab, select a product line or a product before you search.

    • After performing a search use either the product selector to type in your product name or select your product line, product area, or product group from within the search results list.

    After you have performed the initial search, you can use the product selector at the top of the KM Results page to further refine your search. Each of the search results in the Knowledge category and some of the documents in the Archive and Community categories have an inline product listing that the you can click to refine the search results by product.

  • Saved searches: You cannot save a particular search. However, you can select from the set of recent searches listed in the Recent Activity tab in the Knowledge Base region and the menu in the global search box, at the top of every My Oracle Support page.

  • Search Tips: Search tips can be triggered by search terms. They recommended a document or provide an option to continue to view the result set.

4.4 Viewing Documents

Select a document title link to view that document. The document appears and the screen is split, with the document content displayed on the right side of the screen, in the document viewer, and the current list of documents on the left. The current list of documents is the results list from a search or browse, depending on how to you arrived at the knowledge document you are viewing. Click the Back to Results link to return to the KM Search Results screen.

You can also right-click then select Open in a New Document or Open in a New Tab from the context menu to open documents in a single tab.


If a document cannot be displayed, you will receive an error message. Possible reasons for why a document cannot be displayed include:
  • The document ID was entered incorrectly.

  • The document ID does not exist (was referenced incorrectly).

  • The document is not classified as publicly accessible ("non-public").

  • The content is being updated and it is temporarily unavailable but will be made available again soon.

To make a document a favorite, click the star icon at the top of the document, to the left of the title. You can then access the document from the Favorites menu or the Favorite Articles tab in the Knowledge Base region.

To share a document with someone else, click the Email link to this document icon at the top right. Doing this opens a new message in your email client.

To directly open content, search using the global search box (located in the upper right corner of each page) using one of the following formats:

  • Knowledge Document ID

  • SR Number

  • Bug ID with the format 'Bug XXXXXXXX'

  • Patch ID with the format 'Patch XXXXXXXX'

The item opens and you have the option to continue on to search results.

If a community has been answered then it will have an icon with a checkmark. If the community is not answered the icon will not have a checkmark. If there are any likes for the discussion then a thumbs up icon is displayed with the number of likes next to it.

When you open a bug in My Oracle Support, a link takes you to a list of other bugs associated with the bug (the bug matrix), knowledge content that has the bug as a reference, and patches for that bug fix.


Not all product documentation is available through the My Oracle Support search facility. If you do not find a document that you are looking for, search the Oracle Documentation Library, available at the following URL:

4.4.1 Providing Feedback on a Document

When viewing a document, you can provide feedback on a document by selecting Yes or No under the question ”Was this article helpful?”, located in the top right corner of most documents. After answering this question, you will be given the opportunity to send comments to Oracle's Knowledge team to help improve the document.

Some documents do not contain a side bar with this question. To provide feedback on these documents:

  1. Click the +/- button in the upper right of the article.

  2. Make selections from the Article Rating list, enter comments if desired, then click Send Rating.

When you provide feedback on documents, you help Oracle improve document quality and effectiveness. The comments posted on a document are evaluated by the Oracle Knowledge Management team. When the feedback points out an error or needed enhancement, the Knowledge Management team attaches a comment to the document and the document is flagged internally for maintenance work. The responses are used to determine the document's overall effectiveness. This is then used to prioritize the document for additional maintenance activities.

4.4.2 Multilingual Knowledge Base Support

My Oracle Support supports local language knowledge base in Simplified Chinese, Japanese, and Korean. Currently only a small number of important documents are translated, but the number will increase over time.

If a translation exists for a document, the Language menu appears in the top right section of the document display. Click the appropriate language from the Language menu to see the translated document.

If you select Simplified Chinese, Japanese, or Korean from the Language menu on the initial sign in window or from the Settings > Personalization window, you can search the knowledge base for documents in the selected language. The searches you perform will include documents in the language that you have specified.

On the KM Search Results page, click the Switch to English link (displayed in the selected language) to search for documents in English.

4.5 Video Training

See the following Knowledge Documents for video training on how to search in My Oracle Support: