In this blog post - I'll be introducing to you a useful resource to ensure that your Product Support incident is processed in a timely manner. Ever notice when you raise an incident with Product Support for the BI Platform in one component - that it may get transferred to another before it is processed?
This is because, behind the scenes, the engineers are working hard to find you the most suitable candidate to handle your incident, the BI Platform is a large product, with many different areas and functionality. As a result - there are multiple support teams involved, each with different specific responsibilities and product areas assigned. This means that no matter which area you have a problem in, there is a product expert in that particular area ready to assist you. A transfer can sometimes be necessary - to ensure you always have the right expert assisting you with your issue.
However - we can limit the need for transfers, by understanding the different product components and associated responsibilities before raising our incidents. This is where the below KBA (Knowledge Base Article) will come in useful:
2554287 - Support Components and Responsibilities for BI Platform [Which component to raise an incid...
This KBA contains a list of all BI Platform components and associated responsibilities. I suggest bookmarking this KBA, and next time you are creating an incident, why not try searching in this KBA for the area in which you are having issues, to see which component handles that area?
This will give you the best possible chance of finding the
right expert to handle your issue
first time, and potentially eliminate the need for a transfer, meaning the engineer assigned can get straight to work fixing your issue. You may just save yourself (and the engineer) some valuable investigation time!
