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This chapter is from the book

This chapter is from the book

Working with an Inexperienced Analyst

The ERP applications business has been growing rapidly for the past seven years, and the effort Oracle must make to support its customers is directly proportional to the number of customers and the quality of the software. This means Oracle's support staff has been growing rapidly, and if you have been working with the Applications for more than six months, you might get an analyst that knows less than you do about your problem.

However, the analyst has two big advantages. First, she works with only one application continuously. Second, she has access to the historical database of all TARs that might contain the solution you need.

Try to work with the novice analyst at her pace. Go slowly and be patient. If the analyst senses you are interested in helping her, she will often go above and beyond the call of duty to help you. However, you should know what you want from the TAR process. Use the analyst to access the unpublished part of the knowledge base for you. Often, the novice analyst will try to go offline for further research, but don't let her get off the phone. She won't have a complete-enough definition of the problem to resolve the situation without you, and the next call she is assigned will bump your problem to a lower priority. If you work with the novice analyst for about 40 minutes and you are not getting results, suggest escalation.

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