Administering Cloud EPM: The Platform Beneath the Business Processes · Module 15 · User Enablement and Support
The support model
Lesson 170 of 201 · 2 min
A PLATFORM ADMINISTRATOR WITH TWO HUNDRED USERS AND NO SUPPORT MODEL BECOMES A HELPDESK. And everything in the estate, access, security and continuity phases stops happening. That is not a productivity observation. It is how the estate degrades — because the work that keeps it healthy is exactly the work that gets postponed. Four tiers. Self-service — guidance in the product, a connection reference card, an announcement panel that is current. Peer — a super-user in each team who handles the routine questions. You — platform problems, access, and anything the tiers above cannot resolve. Oracle — genuine product defects and platform incidents. Where most questions actually land, and where they should. Connection problems, client installation, and "where do I find" questions dominate. They belong in tier one. Design for that. THE SUPER-USER MODEL IS THE HIGHEST-RETURN INVESTMENT HERE. One informed person per team absorbs most of the volume —…
The full lesson is part of the course
The video, the complete written lesson and the module quiz are included in Administering Cloud EPM: The Platform Beneath the Business Processes, with a certificate on completion and a fourteen-day refund window.