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Pivotal Greenplum GPLOAD with multiple CSV files

Pas Apicella - Wed, 2014-04-09 05:48
I recently needed to setup a cron script which loaded CSV files from a directory into Greenplum every 2 minutes. Once loaded the files are moved onto Hadoop for archive purposes. The config below shows how to use GPLOAD data load utility which utilises GPFDIST.

1. Create a load table. In this example the data is then moved to the FACT table once the load is complete
  
drop table rtiadmin.rtitrans_etl4;

CREATE TABLE rtiadmin.rtitrans_etl4 (
imsi character varying(82),
subscriber_mccmnc character varying(10),
msisdn character varying(82),
imei character varying(50),
called_digits character varying(50),
start_datetime integer,
end_datetime integer,
first_cell_lac integer,
first_cell_idsac integer,
current_cell_lac integer,
current_cell_idsac integer,
dr_type integer,
status character varying(50),
ingest_time bigint,
processed_time bigint,
export_time bigint,
extra_col text,
gploaded_time timestamp without time zone
)
WITH (appendonly=true) DISTRIBUTED BY (imsi);

2. GPLOAD yaml file defined as follows

VERSION: 1.0.0.1
DATABASE: mydb
USER: rtiadmin
HOST: 172.1.1.1
PORT: 5432
GPLOAD:
   INPUT:
    - SOURCE:
         LOCAL_HOSTNAME:
            - loadhost
         PORT: 8100
         FILE:
          - /data/rti/stage/run/*.csv
    - COLUMNS:
          - imsi : text
          - subscriber_mccmnc : text
          - msisdn : text
          - imei : text
          - called_digits : text
          - start_datetime : text
          - end_datetime : text
          - first_cell_lac : integer
          - first_cell_idsac : integer
          - current_cell_lac : integer
          - current_cell_idsac : integer
          - dr_type : integer
          - status : text
          - ingest_time : bigint
          - processed_time : bigint
          - export_time : bigint
          - extra_col : text
    - FORMAT: text
    - HEADER: false
    - DELIMITER: ','
    - NULL_AS : ''
    - ERROR_LIMIT: 999999
    - ERROR_TABLE: rtiadmin.rtitrans_etl4_err
   OUTPUT:
    - TABLE: rtiadmin.rtitrans_etl4
    - MODE: INSERT
    - MAPPING:
           imsi : imsi
           subscriber_mccmnc : subscriber_mccmnc
           msisdn : msisdn
           imei : imei
           called_digits : called_digits
           start_datetime : substr(start_datetime, 1, 10)::int
           end_datetime : substr(end_datetime, 1, 10)::int
           first_cell_lac : first_cell_lac
           first_cell_idsac : first_cell_idsac
           current_cell_lac : current_cell_lac
           current_cell_idsac : current_cell_idsac
           dr_type : dr_type
           status : status
           ingest_time : ingest_time
           processed_time : processed_time
           export_time : export_time
           extra_col : extra_col
           gploaded_time : current_timestamp
   PRELOAD:
    - TRUNCATE : true 
    - REUSE_TABLES : true
   SQL:
    - AFTER : "insert into rtitrans select * from rtitrans_etl4" 

3. Call GPLOAD as follows

source $HOME/.bash_profile
gpload -f rtidata.yml


Note: We use the ENV variable as $PGPASSWORD which is used during the load if a password is required which was in this demo
Few things worth noting here.
REUSE_TABLES : This ensures the external tables created during the load are maintained and re-used on next load.
TRUNCATE: This clears the load table prior to load and we use this as we COPY the data once the load is finished into the main FACT table using the "AFTER"http://feeds.feedburner.com/TheBlasFromPas
Categories: Fusion Middleware

SQLServer: date conversions

Darwin IT - Wed, 2014-04-09 02:14
In my current project I need to query an MS SqlServer database.
Unfortunately the dates are stored as a BigInt instead of a proper date datatype.
So I had to find out how to do compare the dates with the systemdate, and how to get the system date. To log this for possible later use, as an exception, a blog about SqlServer.

To get the system date, you can do:

(SELECT dt=GETDATE()) a
It's maybe my Oracle background, but I would write this like:

(SELECT GETDATE() dt) a
An alternative is:

select CURRENT_TIMESTAMP
I found this at this blog. Contrary to the writer of that blog I would prefer this version, since I found that it works on Oracle too. There are several ways to convert this to a bigint, but the most compact I found is:

( SELECT YEAR(DT)*10000+MONTH(dt)*100+DAY(dt) sysdateInt
FROM
-- Test Data
(SELECT GETDATE() dt) a ) utl
The way I wrote this, makes it usefull as a subquery or a joined query:

SELECT
Ent.* ,
CASE
WHEN Ent.endDate IS NOT NULL
AND Ent.endDate-1 < sysdateInt
THEN Ent.endDate-1
ELSE sysdateInt
END refEndDateEntity ,
utl.sysdateInt
FROM
SomeEntity Ent,
( SELECT YEAR(DT)*10000+MONTH(dt)*100+DAY(dt) sysdateInt
FROM
-- Test Data
(SELECT GETDATE() dt) a ) utl;
To convert a bigint to a date, you can do the following:

CONVERT(DATETIME, CONVERT(CHAR(8), ent.endDate))
However, I found that although this works in a select clause, in the where-clause this would run into a "Data Truncation" error. Maybe it is due to the use of SqlDeveloper and thus a JDBC connection to SqlServer, but I'm not so enthousiastic about the error-responses of SqlServer... I assume the error has to do with the fact that it has to do with the fact that SqlServer has to interpret a column-value of a row when it did not already selected it, that is when evaluating wheter to add the row (or not) to the result set. So to make it work I added the construction as a determination value in the select clause of a 1:1 view on the table, and use that view in stead of the table. Then the selected value can be used in the where clause.

Deep Dive: Oracle WebCenter Tips and Traps!

Bex Huff - Tue, 2014-04-08 17:26

I'm currently at IOUG Collaborate 2014 in Las Vegas, and I recently finished my 2-hour deep dive into WebCenter. I collected a bunch of tips & tricks in 5 different areas: metadata, contribution, consumption, security, and integrations:


Deep Dive: Oracle WebCenter Content Tips and Traps! from Brian Huff

As usual, a lot of good presentations this year, but the Collaborate Mobile App makes it a bit tough to find them...

Bezzotech will be at booth 1350, right by Oracle, be sure to swing by and register for a free iPad, or even a free consulting engagement!

read more

Categories: Fusion Middleware

Impala docs now included in CDH 5 library

Tahiti Views - Tue, 2014-04-08 16:12
With the release of CDH 5.0.0 and Impala 1.3.0, now for the first time the Impala docs are embedded alongside the CDH Installation Guide, Security Guide, and other CDH docs. This integration makes it easier to link back and forth both ways, and also will help readers find Impala-related content when they search within the CDH 5 library. Here's the full layout of the CDH 5.0.0 library. Notice John Russellhttp://www.blogger.com/profile/17089970732272081637noreply@blogger.com0

How Do You Deliver High-Value Moments of Engagement?

WebCenter Team - Tue, 2014-04-08 16:10
Webcast: Delivering Moments of Engagement Across the Enterprise a{text-decoration:none} img{border:0} Oracle Corporation  Delivering Moments of Engagement Across the Enterprise

How Do You Deliver High-Value Moments of Engagement?

The web and mobile have become primary channels for engaging with customers today. To compete effectively, companies need to deliver multiple digital experiences that are contextually relevant to customers and valuable for the business—across various channels and on a global scale. But doing so is a great challenge without the right strategies and architectures in place.

As the kickoff of the new Digital Business Thought Leadership Series, noted industry analyst Geoffrey Bock investigated what some of Oracle’s customers are already doing, and how they are rapidly mobilizing the capabilities of their enterprise ecosystems.

Join us for a conversation about building your digital roadmap for the engaging enterprise. In this webcast you’ll have an opportunity to learn:

  • How leading organizations are extending and mobilizing digital experiences for their customers, partners, and employees
  • The key best practices for powering the high-value moments of engagement that deliver business value
  • Business opportunities and challenges that exist for enterprise wide mobility to fuel multichannel experiences

Register now to attend the webcast.

Register Now

Attend the webcast.

Thurs, April 17, 2014
10 a.m. PT / 1 p.m. ET




Presented by:

Geoffrey Bock

Geoffrey Bock

Principal, Bock & Company


Michael Snow

Michael Snow

Senior Product Marketing Director, Oracle WebCenter




Agenda xx:xx a.m Registration xx:xx a.m Keynote: Transform the Enterprise: Simplify. Differentiate. Innovate.. x:xx a.m. Session 1: A Day in the Life of Information xx:xx a.m Session 2: Integration for the Enterprise and the Cloud xx:xx a.m Session 3: Building the Right Foundation with Next-Generation Data Integration xx:xx a.m Session 4: Enterprise Mobility: All About the Platform xx:xx a.m Session 5: Securing the New Digital Experience xx:xx a.m Session 6: The Innovator’s Application Platform: Are You Keeping Up? xx:xx a.m Session 7: Cultivate IT Innovation with Oracle Exalogic and Oracle Exadata xx:xx a.m Closing Remarks and Adjourn --> Hardware and Software Copyright © 2014, Oracle and/or its affiliates.
All rights reserved.
Contact Us | Legal Notices and Terms of Use | Privacy Statement

College finds success with Oracle’s business intelligence tools

Chris Foot - Tue, 2014-04-08 14:02

Professionals who believe that business intelligence is simply another buzz phrase thrown around by database experts are often left at the bottom of the totem pole of corporate production. These naysayers often perceive analytics tools to be an extraneous expense, but the technology is in fact becoming a necessity for corporations intent on surviving in an increasingly competitive market. 

Reducing the amount of transfers
According to Campus Technology, Valdosta State University in Georgia recently improved its overall student retention rate thanks to business intelligence applications provided by database heavyweight Oracle. Before implementing the solutions, the institution retained a mere 67 percent of its first-year student body, costing the University an estimated $6.5 million in annual revenue. 

With the assistance of a database administration service, the organization began integrating the analytics tools in April 2012 in a two-part transition procedure:

  • In the first phase, VSU implemented Oracle Business Intelligence Enterprise Edition, a program possessing interactive dashboards, ad hoc queries and strategy management. 
  • The second stage occurred in the fall of 2012, in which the university launched Oracle Endeca Information Discovery. The software enabled administrators to collect and scrutinize student data from various sources.

After correlating the information gathered from Enterprise Edition and Information Discovery, VSU database administration noticed that pupils who eat breakfast on campus have a 10 percent higher retention rate than the majority, while freshmen who worked on campus had a 30 percent greater chance of staying at the school. As a result, the institution promoted on-campus eateries and invested $200,000 in student employment. A year later, VSU kept 2.5 percent more students than it did in previous years. 

Interest is increasing 
Interest in the technology has increased over the years, especially among companies in the retail industry. TechNavio reported that the global business intelligence market in the merchandising economy is anticipated to grow at a compound annual growth rate of 9.19 percent over the next four years. Due to the incredible volume of data retained by commodity-based businesses, remote database support providers are introducing more complex data processing tools to their systems. 

"Basically, BI means getting the right information to the right people at the right time to support better decision-making and gain competitive advantage," TechNavio noted. 

Universities across the U.S. strive to make their institutions more appealing than their rivals. This could mean lowering tuition rates, promoting certain curricula or renovating dorms. However, school administrators could get a better idea of where to allocate resources after consulting the algorithmic conclusions of BI. 

Easy access to Java SE 7 on Oracle Linux

Wim Coekaerts - Tue, 2014-04-08 12:10
In order to make it very easy to install Java SE 7 on Oracle Linux, we added a Java channel on ULN (http://linux.oracle.com). Here is a brief description of how to enable the channel and install Java on your system.

Enable the Java SE 7 ULN channel for Oracle Linux 6

- Start with a server or desktop installed with Oracle Linux 6 and registered with ULN (http://linux.oracle.com) for updates

This is typically using uln_register on your system.

- Log into ULN, go to the Systems tab for your server/desktop and click on Manage Subscriptions

-> Ensure your system is registered to the "Oracle Linux 6 Add ons (x86_64)" channel (it should appear in the 'Subscribed channels' list)

if your system is not registered with the above channel, add it :

-> Click on "Oracle Linux 6 Add ons (x86_64)" in the Available Channels tab and click on the right arrow to move it to Subscribed channels. -> Click on Save Subscriptions

- In order to register with the 'Java SE 7' channel, you first have to install a yum plugin to enable access to channels with licenses

# yum install yum-plugin-ulninfo
Loaded plugins: rhnplugin
This system is receiving updates from ULN.
ol6_x86_64_addons                                        | 1.2 kB     00:00     
ol6_x86_64_addons/primary                                |  44 kB     00:00     
ol6_x86_64_addons                                                       177/177
Setting up Install Process
Resolving Dependencies
--> Running transaction check
---> Package yum-plugin-ulninfo.noarch 0:0.2-9.el6 will be installed
--> Finished Dependency Resolution

Dependencies Resolved

========================================================================================================================
 Package                          Arch                 Version                    Repository                       Size
========================================================================================================================
Installing:
 yum-plugin-ulninfo               noarch               0.2-9.el6                  ol6_x86_64_addons                13 k

Transaction Summary
========================================================================================================================
Install       1 Package(s)

Total download size: 13 k
Installed size: 23 k
Is this ok [y/N]: y
Downloading Packages:
yum-plugin-ulninfo-0.2-9.el6.noarch.rpm                                                          |  13 kB     00:00     
Running rpm_check_debug
Running Transaction Test
Transaction Test Succeeded
Running Transaction
  Installing : yum-plugin-ulninfo-0.2-9.el6.noarch                                                                  1/1 
  Verifying  : yum-plugin-ulninfo-0.2-9.el6.noarch                                                                  1/1 

Installed:
  yum-plugin-ulninfo.noarch 0:0.2-9.el6                                                                                 

Complete!

- In future versions of Oracle Linux 6, this RPM will become part of the base channel and at that point you will no longer need to register with the Add ons channel to install yum-plugin-ulninfo

- Add the Java SE 7 channel subscription to your system in ULN

-> Click on "Java SE 7 for Oracle Linux 6 (x86_64) (Public)" in the Available Channels tab and click on the right arrow to move it to Subscribed channels

-> Click on Save Subscriptions

-> A popup will appear with the EULA for Java SE 7, click on Accept or Decline

- Now your system has access to the Java SE 7 channel. You can verify this by executing :

# yum repolist
Loaded plugins: rhnplugin, ulninfo
This system is receiving updates from ULN.
ol6_x86_64_JavaSE7_public:
By downloading the Java software, you acknowledge that your use of the Java software is 
subject to the Oracle Binary Code License Agreement for the Java SE Platform Products and 
JavaFX (which you acknowledge you have read and agree to) available 
at http://www.java.com/license.

ol6_x86_64_JavaSE7_public                                                                        | 1.2 kB     00:00     
ol6_x86_64_JavaSE7_public/primary                                                                | 1.9 kB     00:00     
ol6_x86_64_JavaSE7_public                                                                                           2/2
repo id                        repo name                                                                          status
ol6_x86_64_JavaSE7_public      Java SE 7 for Oracle Linux 6 (x86_64) (Public)                                          2
ol6_x86_64_UEKR3_latest        Unbreakable Enterprise Kernel Release 3 for Oracle Linux 6 (x86_64) - Latest          122
ol6_x86_64_addons              Oracle Linux 6 Add ons (x86_64)                                                       177
ol6_x86_64_ksplice             Ksplice for Oracle Linux 6 (x86_64)                                                 1,497
ol6_x86_64_latest              Oracle Linux 6 Latest (x86_64)                                                     25,093
repolist: 26,891

- To install Java SE 7 on your system, simply us yum install :

# yum install jdk
Loaded plugins: rhnplugin, ulninfo
This system is receiving updates from ULN.
ol6_x86_64_JavaSE7_public:
By downloading the Java software, you acknowledge that your use of the Java software is 
subject to the Oracle Binary Code License Agreement for the Java SE Platform Products
 and JavaFX (which you acknowledge you have read and agree to) 
available at http://www.java.com/license.

Setting up Install Process
Resolving Dependencies
--> Running transaction check
---> Package jdk.x86_64 2000:1.7.0_51-fcs will be installed
--> Finished Dependency Resolution

Dependencies Resolved

========================================================================================================================
 Package           Arch                 Version                           Repository                               Size
========================================================================================================================
Installing:
 jdk               x86_64               2000:1.7.0_51-fcs                 ol6_x86_64_JavaSE7_public               117 M

Transaction Summary
========================================================================================================================
Install       1 Package(s)

Total download size: 117 M
Installed size: 193 M
Is this ok [y/N]: y
Downloading Packages:
jdk-1.7.0_51-fcs.x86_64.rpm                                                                                                         | 117 MB     02:27     
Running rpm_check_debug
Running Transaction Test
Transaction Test Succeeded
Running Transaction
  Installing : 2000:jdk-1.7.0_51-fcs.x86_64                                                                                                            1/1 
Unpacking JAR files...
	rt.jar...
	jsse.jar...
	charsets.jar...
	tools.jar...
	localedata.jar...
	jfxrt.jar...
  Verifying  : 2000:jdk-1.7.0_51-fcs.x86_64                                                                                                            1/1 

Installed:
  jdk.x86_64 2000:1.7.0_51-fcs                                                                                                                             

Complete!

- You now have a completely install Java SE 7 on your Oracle Linux environment.

# ls /usr/java/jdk1.7.0_51/
bin  COPYRIGHT  db  include  jre  lib  LICENSE  man  README.html  release  src.zip  
THIRDPARTYLICENSEREADME-JAVAFX.txt  THIRDPARTYLICENSEREADME.txt

LVC Producers at #Oracle University

The Oracle Instructor - Tue, 2014-04-08 11:18

LVC stands for Live Virtual Class – this is how we call our courses done interactively over the internet. At Oracle University, we have a fine crew of people who take care that the attendees (as well as the instructor, sometimes) are not impacted by technical problems. This can be e.g. connectivity issues, browser incompatibilities, questions how to deal with the learning platform WebEx or which way to choose to access the remote lab environment. All that and more is handled by LVC producers, so that the instructor can focus on the educational matters. I really appreciate this separation of duties, because I find it already demanding enough to deliver high quality Oracle Technology classes!

Many of the LVC producers work from Bucharest, and they kindly invited me to visit them at their workplace today. I gladly accepted and we had the nicest chat up on the 6th floor – it was so cool to meet these guys in person that supported me so many times already! As you can see, this is a bright bunch :-)

LVC Producers from Bucharest


Tagged: LVC
Categories: DBA Blogs

4 Things Every CMO Should Do Before Approaching IT About Big Data

Pythian Group - Tue, 2014-04-08 10:42

Read the full article, 4 Things Every CMO Should Do Before Approaching IT About Big Data.  Approaching IT with Big Data article

“You’ve likely heard the whispers (or shouts) about Big Data’s potential, how it’s the holy grail of marketing—and it can be. But to uncover this information and take action on it, marketing needs to partner closely with all departments, especially with IT.” says Samer Forzley, VP of Marketing at Pythian.

“IT can go off and develop as many Big Data initiatives as it wants, but without the necessary insights from the marketing team, those projects will never translate into sales. But if each plays to its strengths, with CMOs entering the Big Data conversation with logistics upfront, then IT’s structural knowhow can bring that solution to fruition.”

Categories: DBA Blogs

RMAN Infatuation?

Pythian Group - Tue, 2014-04-08 09:59

Lately, I am becoming infatuated with RMAN again.

Have you ever run “restore database preview”?

Are you curious about how the recovery SCN are determined?

Media recovery start SCN is 1515046
Recovery must be done beyond SCN 1515051 to clear datafile fuzziness

If you are, then I will demonstrate this for you.

RMAN LEVEL0 backup and restore database preview summary:

RMAN> list backup summary;

using target database control file instead of recovery catalog

List of Backups
===============
Key     TY LV S Device Type Completion Time      #Pieces #Copies Compressed Tag
------- -- -- - ----------- -------------------- ------- ------- ---------- ---
366     B  A  A DISK        07-APR-2014 14:11:32 1       1       YES        ARCHIVELOG
367     B  0  A DISK        07-APR-2014 14:11:34 1       1       YES        LEVEL0
368     B  0  A DISK        07-APR-2014 14:11:35 1       1       YES        LEVEL0
369     B  0  A DISK        07-APR-2014 14:11:37 1       1       YES        LEVEL0
370     B  0  A DISK        07-APR-2014 14:11:44 1       1       YES        LEVEL0
371     B  0  A DISK        07-APR-2014 14:11:44 1       1       YES        LEVEL0
372     B  0  A DISK        07-APR-2014 14:11:52 1       1       YES        LEVEL0
373     B  A  A DISK        07-APR-2014 14:11:55 1       1       YES        ARCHIVELOG
374     B  F  A DISK        07-APR-2014 14:11:58 1       1       NO         TAG20140407T141156

RMAN> restore database preview summary;

Starting restore at 07-APR-2014 14:13:04
allocated channel: ORA_DISK_1
channel ORA_DISK_1: SID=18 device type=DISK
allocated channel: ORA_DISK_2
channel ORA_DISK_2: SID=107 device type=DISK
allocated channel: ORA_DISK_3
channel ORA_DISK_3: SID=23 device type=DISK
allocated channel: ORA_DISK_4
channel ORA_DISK_4: SID=108 device type=DISK

List of Backups
===============
Key     TY LV S Device Type Completion Time      #Pieces #Copies Compressed Tag
------- -- -- - ----------- -------------------- ------- ------- ---------- ---
371     B  0  A DISK        07-APR-2014 14:11:38 1       1       YES        LEVEL0
370     B  0  A DISK        07-APR-2014 14:11:39 1       1       YES        LEVEL0
367     B  0  A DISK        07-APR-2014 14:11:34 1       1       YES        LEVEL0
368     B  0  A DISK        07-APR-2014 14:11:34 1       1       YES        LEVEL0
369     B  0  A DISK        07-APR-2014 14:11:37 1       1       YES        LEVEL0
using channel ORA_DISK_1
using channel ORA_DISK_2
using channel ORA_DISK_3
using channel ORA_DISK_4

List of Backups
===============
Key     TY LV S Device Type Completion Time      #Pieces #Copies Compressed Tag
------- -- -- - ----------- -------------------- ------- ------- ---------- ---
373     B  A  A DISK        07-APR-2014 14:11:55 1       1       YES        ARCHIVELOG
Media recovery start SCN is 1524017
Recovery must be done beyond SCN 1524025 to clear datafile fuzziness
Finished restore at 07-APR-2014 14:13:05

RMAN>

Query database to determine recovery SCN:

ARROW:(SYS@db01):PRIMARY> r
  1  SELECT
  2    MIN(checkpoint_change#) start_scn,
  3    GREATEST(MAX(checkpoint_change#),MAX(absolute_fuzzy_change#)) beyond_scn
  4  FROM v$backup_datafile
  5  WHERE incremental_level=(SELECT MAX(incremental_level) FROM v$backup_datafile WHERE incremental_level>=0)
  6*

 START_SCN BEYOND_SCN
---------- ----------
   1524017    1524025

ARROW:(SYS@db01):PRIMARY>

RMAN LEVEL0 and LEVEL1 backup and restore database preview summary:

RMAN> list backup summary;

using target database control file instead of recovery catalog

List of Backups
===============
Key     TY LV S Device Type Completion Time      #Pieces #Copies Compressed Tag
------- -- -- - ----------- -------------------- ------- ------- ---------- ---
366     B  A  A DISK        07-APR-2014 14:11:32 1       1       YES        ARCHIVELOG
367     B  0  A DISK        07-APR-2014 14:11:34 1       1       YES        LEVEL0
368     B  0  A DISK        07-APR-2014 14:11:35 1       1       YES        LEVEL0
369     B  0  A DISK        07-APR-2014 14:11:37 1       1       YES        LEVEL0
370     B  0  A DISK        07-APR-2014 14:11:44 1       1       YES        LEVEL0
371     B  0  A DISK        07-APR-2014 14:11:44 1       1       YES        LEVEL0
372     B  0  A DISK        07-APR-2014 14:11:52 1       1       YES        LEVEL0
373     B  A  A DISK        07-APR-2014 14:11:55 1       1       YES        ARCHIVELOG
374     B  F  A DISK        07-APR-2014 14:11:58 1       1       NO         TAG20140407T141156
375     B  A  A DISK        07-APR-2014 14:14:37 1       1       YES        ARCHIVELOG
376     B  1  A DISK        07-APR-2014 14:14:40 1       1       YES        LEVEL1
377     B  1  A DISK        07-APR-2014 14:14:40 1       1       YES        LEVEL1
378     B  1  A DISK        07-APR-2014 14:14:41 1       1       YES        LEVEL1
379     B  1  A DISK        07-APR-2014 14:14:42 1       1       YES        LEVEL1
380     B  1  A DISK        07-APR-2014 14:14:42 1       1       YES        LEVEL1
381     B  1  A DISK        07-APR-2014 14:14:45 1       1       YES        LEVEL1
382     B  A  A DISK        07-APR-2014 14:14:47 1       1       YES        ARCHIVELOG
383     B  F  A DISK        07-APR-2014 14:14:51 1       1       NO         TAG20140407T141448

RMAN> restore database preview summary;

Starting restore at 07-APR-2014 14:15:59
allocated channel: ORA_DISK_1
channel ORA_DISK_1: SID=18 device type=DISK
allocated channel: ORA_DISK_2
channel ORA_DISK_2: SID=107 device type=DISK
allocated channel: ORA_DISK_3
channel ORA_DISK_3: SID=23 device type=DISK
allocated channel: ORA_DISK_4
channel ORA_DISK_4: SID=108 device type=DISK

List of Backups
===============
Key     TY LV S Device Type Completion Time      #Pieces #Copies Compressed Tag
------- -- -- - ----------- -------------------- ------- ------- ---------- ---
371     B  0  A DISK        07-APR-2014 14:11:38 1       1       YES        LEVEL0
376     B  1  A DISK        07-APR-2014 14:14:39 1       1       YES        LEVEL1
370     B  0  A DISK        07-APR-2014 14:11:39 1       1       YES        LEVEL0
377     B  1  A DISK        07-APR-2014 14:14:40 1       1       YES        LEVEL1
367     B  0  A DISK        07-APR-2014 14:11:34 1       1       YES        LEVEL0
378     B  1  A DISK        07-APR-2014 14:14:41 1       1       YES        LEVEL1
368     B  0  A DISK        07-APR-2014 14:11:34 1       1       YES        LEVEL0
380     B  1  A DISK        07-APR-2014 14:14:41 1       1       YES        LEVEL1
369     B  0  A DISK        07-APR-2014 14:11:37 1       1       YES        LEVEL0
379     B  1  A DISK        07-APR-2014 14:14:41 1       1       YES        LEVEL1
using channel ORA_DISK_1
using channel ORA_DISK_2
using channel ORA_DISK_3
using channel ORA_DISK_4

List of Backups
===============
Key     TY LV S Device Type Completion Time      #Pieces #Copies Compressed Tag
------- -- -- - ----------- -------------------- ------- ------- ---------- ---
382     B  A  A DISK        07-APR-2014 14:14:47 1       1       YES        ARCHIVELOG
Media recovery start SCN is 1524335
Recovery must be done beyond SCN 1524339 to clear datafile fuzziness
Finished restore at 07-APR-2014 14:16:00

RMAN>

Query database to determine recovery SCN:

ARROW:(SYS@db01):PRIMARY> r
  1  SELECT
  2    MIN(checkpoint_change#) start_scn,
  3    GREATEST(MAX(checkpoint_change#),MAX(absolute_fuzzy_change#)) beyond_scn
  4  FROM v$backup_datafile
  5  WHERE incremental_level=(SELECT MAX(incremental_level) FROM v$backup_datafile WHERE incremental_level>=0)
  6*

 START_SCN BEYOND_SCN
---------- ----------
   1524335    1524339

ARROW:(SYS@db01):PRIMARY>

Why is all of this important?

It allows one to automate the process to validate backup without having to actually run “restore database preview”.

Tested on 11.2.0.4 database.

Categories: DBA Blogs

Best practice for the sending of an Oracle execution plan

Yann Neuhaus - Tue, 2014-04-08 07:12

You have a query that takes too long and you want help to analyze the execution plan? Then you need to get it with relevant information, and correctly formatted. Autotrace is not a good option as it does not bind the variables in the same way as your application. Explain plan only shows estimations, but if we have a performance issue, this probably means that the estimation is wrong. I prefer SQL Monitoring when we have Tuning Pack, or the cursor plan with row-source statistics in all other cases. If you post it in a forum, don't forget to keep it formatted or it's impossible to read.

Here are the two ways I prefer to get an execution plan, depending on whether you have the tuning pack licence or not.

 

Method 1 - Without Tuning Pack

I set the sqlplus environment to nicely spool to text file and set the STATISTICS_LEVEL to ALL in order to gather plan execution statistics:

 

set pagesize 10000 linesize 300 trimspool on serveroutput off
alter session set statistics_level=all;

 

Then I execute the query. Don't forget to set the current_schema to the user that executes the statement, and to bind variables:

 

-- set the schema
alter session set current_schema=SCOTT;
-- define variables
variable minimum_salary number
-- bind values
exec :minimum_salary := 3000
-- execute the query
SELECT * FROM DEPT JOIN EMP USING(DEPTNO) WHERE SAL>:minimum_salary;

 

Finally I get the execution plan to a text file:

 

spool plan.txt
select * from table(dbms_xplan.display_cursor(format=>'allstats last +outline +peeked_binds +cost'));
spool off

 

The plan will have both the estimations (E-Rows) and the actual number of rows (A-Rows) from the last execution. Note that if it is a parallel query statement, you must omit the 'last' in the format or you will have statistics only for the coordinator process.

 

Method 2 - With Tuning Pack

When you have tuning pack, you have access to the great SQL monitoring feature.

SQL> show parameter pack

NAME                                 TYPE        VALUE
------------------------------------ ----------- ------------------------------
control_management_pack_access       string      DIAGNOSTIC+TUNING

 

I set the sqlplus environment to nicely spool to html file:

 

set pagesize 0 linesize 10000 trimspool on serveroutput off long 1000000000 longc 1000000000 echo off feedback off

 

Then I execute the query. Don't forget to set the current_schema to the user that executes the statement, and to bind variables.

One difference here: the MONITOR hint to force SQL Monitoring.

 

-- set the schema
alter session set current_schema=SCOTT;
-- define variables
variable minimum_salary number
-- bind values
exec :minimum_salary := 3000
-- execute the query
SELECT /*+ monitor */ * FROM DEPT JOIN EMP USING(DEPTNO) WHERE SAL>:minimum_salary;

 

Finally, get the execution plan to a html file:

 

spool plan.htm
select dbms_sqltune.report_sql_monitor(report_level=>'all',type=>'active') from dual;
spool off

 

The html file is very small but will be rendered by an online flash automatically loaded from the oracle.com website.

You can see both output, plan.txt, and plan.htm from this zip: xplans.zip

 

Here is how they look like (but please never send me screenshots of execution plans...):

 

CapturePlantxt.PNG

 

And the colorful active report from SQL Monitoring:

 

CapturePlanHtm.PNG

 

The goal of this blog post is to simply (copy/paste) the formatting and the plan gathering code, so if you have any improvement ideas, please share.

Belajar Asus Notebook Terbaik dan Favoritku

Daniel Fink - Tue, 2014-04-08 06:01
If you enjoyed dealing a Maui vacation habitation, why not obtain one? There ar over two million tourists from the America and Canada that travel here and a lot of from different components of the globe and also the island itself has been names the most effective Island for twelve years in a very row. this implies that it's Associate in Nursing investment that may still grow.

You will even be able to keep here for complimentary after you plan to come back to the island thus you'll be able to fancy the sun, the sand and also the ocean. In fact, there ar units offered purchasable in metal Hale O Makena that has amenities sort of a athletic facility, Jacuzzi, natatorium and a barbecue space for under $2 million.

Once you've got found a prospective unit to get, take your time dead set see the property as there are some United Nations agency are misused. If you don’t adore it look elsewhere as a result of there ar others purchasable everywhere the island.

There is little doubt that you simply will get each comfort and privacy after you plan to rent or perhaps obtain a Maui vacation habitation. The activities and experiences here won't happen anyplace else thus build the foremost of it after you ar here on vacation along with your family for consequent few days.
Must-knows Before about to a Maui Vacation

A Maui vacation may be a good treat for anybody. particularly to those people that ar usually gets wired by the trendy world. this is often as a result of this could offer you an ideal become independent from from all the toxicities fashionable life has got to provide.

But, before going into a Maui vacation, take your time to Asus Notebook Terbaik dan Favoritku grasp the place that you simply ar about to attend. this can very assist you plenty in increasing the time you're about to pay there.

The first issue that you simply ought to concentrate to is you schedule throughout your vacation. Since you don’t have all the time within the world to explore Maui throughout you vacation, it's best that you simply plot the list of activities that you simply are going to be doing throughout your keep.

Your schedule may embrace the following:

1. Visiting fascinating sites and historical places. {this is|this is often|this will be} vital particularly for first-time guests as a result of these tours can offer them a primer and background regarding the place. For those that would wish to grasp regarding the history of the place, they'll visit historical sites together with the Halekii-Pihana State Monuments that ar ancient landmarks, the Olowalu Petroglyphs that tells the place's history supported ancient drawings within the rock, the Iao depression State Park that is employed to be a sacred burial place for Hawaiian royalties, the Alexander &amp; Baldwin Sugar depository that tells everything regarding the plantation life within the place, and also the Whalers Village Whaling depository that contains various artifacts on whaling, murals and graphics that depict ocean life since 1800s. different points of interest might embrace visits the fig tree that is 60-ft. tall, visit the small island of Molokini island, dive or snorkel in Black Rock, visit the Seven Sacred Pools and a tour to the Haleakala park.

How the Internet of Things will transform DBA services

Chris Foot - Tue, 2014-04-08 01:48

Contemporary data warehouses are going beyond the basic store-and-save capabilities IT departments are used to seeing. However, due to increased usage of data collection and analysis tools, database administration services have managed more complex infrastructures that are better able to host these programs. An increase in server usage and action diversity has created an intricate environment demanding more assiduous maintenance and surveillance than was previously necessary. 

The next big thing? 
Teradata, a company providing information analysis architectures, recently introduced Teradata Database 15, which promises to deliver a logical, more intelligent data repository. Scott Gnau, president of Teradata Labs, noted that the company is offering users the chance to orchestrate analytic queries across multiple systems, incorporate and consume JavaScript Object Notation and run non-SQL languages. 

The organization's push for JSON is rooted in the prevalence of the Internet of Things. Companies are now using smart devices to amass millions of data points derived from the unique perspectives of each mechanism. The database experts claimed that the open standard format can offer organizations the agility needed to remain competitive. Business models, marketing campaigns and project developments can be quickly assembled from the human-readable text of JSON. 

To the satisfaction of innovative database administration professionals, Teradata 15 is expected to possess greater application development features. Without having to attain new parallel programming skills, creators can now access a more diverse array of data and construct programs through a robust environment. 

Organizing the disordered 
One aspect of IoT data is that it is largely raw, unstructured and unorganized. As a result, IT-driven corporations are reassessing the value of NoSQL databases, which have been built to better handle the digital information produced by a wide array of smart devices, websites and other resources. According to Forbes, Oracle experts have claimed that this newfound interest presents a great opportunity to the world's second largest software company. The source noted IDC Research's prediction that 90 percent of all data produced this decade will be disorganized. 

A traditional relational database management system is incapable of processing the heterogeneous, non-alphanumeric data that has grown quite prevalent of late. Forbes acknowledged the value of deploying a blog, which may possess carefully placed advertisements that drive the proprietor's revenue. Database analytics tools that skillfully select these instant marketing campaigns can only be supported by NoSQL, as it offers users horizontal scaling. 

RDBMS is slowly fading out of the mixture, giving way to a new breed of operations better acclimated to the current disorganized data climate. In turn, database support services will answer with new assessment and management tools capable of handling NoSQL operations. 

_small_table_threshold and direct path reads on partitioned tables in 11.2.0.3

Mihajlo Tekic - Mon, 2014-04-07 23:33

I was troubleshooting a performance problem few days ago. The database the problem was experienced on was recently migrated from Oracle 10.2.0.4 to Oracle 11.2.0.3.

Long story short, the problem was described as performance of a query that scans two or more partitions in a table is much worse compared to combined performances of queries accessing each of the partitions separately.

After a short investigation I narrowed down the problem to “direct path reads” being the culprit of the problem.

As you know, due to the adaptive direct read feature introduced in 11g full table scans may utilize PGA instead of the buffer cache as it was a case in the earlier versions.

There are few good articles on this change in behavior among which I personally favor Tanel’s blogpost and hacking session and the post by Alex Fatkulin. You could also check MOS Note 793845.1.

What I observed in 11.2.0.3.0 was quite surprising and a bit different from what I’ve read so far. I know that there are different parameters/variables that influence the decision whether or not direct part reads should be used. I tried to be careful and not to fall in any of these traps.

Please note all the tests were done in a sandbox environment. I advise against trying these tests in any production environment.

The database version was 11.2.0.3.0.

_serial_direct_read = auto

_direct_read_decision_statistics_driven = TRUE

_small_table_threshold = 117


I used ASSM, a tablespace with uniform extent size(64K)

As you may know _small_table_threshold parameter is set to about 2% of the size of the buffer cache. On my test machine I have pretty small buffer cache, 5892 buffers big (117 is 1.98% of 5892)


SQL> SELECT name,block_size,buffers FROM v$buffer_pool;

NAME BLOCK_SIZE BUFFERS
-------------------------------------------------- ---------- ----------
DEFAULT 8192 5892


I will try to simplify the problem by using a partitioned table, TEST_PART containing 7 partitions.


CREATE TABLE test_part
(
col1 NUMBER NOT NULL
, col2 VARCHAR2(100)
)
PARTITION BY LIST (col1)
(
PARTITION PART_1 VALUES (1)
, PARTITION PART_2 VALUES (2)
, PARTITION PART_3 VALUES (3)
, PARTITION PART_4 VALUES (4)
, PARTITION PART_5 VALUES (5)
, PARTITION PART_6 VALUES (6)
, PARTITION PART_7 VALUES (7)
) ;


Each of the 7 partitions will be populated with 4000 rows (for total of 65 blocks allocated per partition) using the following SQL statement:


INSERT INTO test_part (SELECT mod(rownum,7)+1, rpad('A',100,'A') FROM dual CONNECT BY rownum<=28000);


I will collect stats using the statement below:


exec dbms_stats.gather_table_stats(user,'TEST_PART');


As you can see from the output below, each of the partitions has 65 blocks below the HWM:


SQL> select table_name, partition_name, num_rows, blocks, avg_row_len
from user_tab_partitions
where table_name='TEST_PART'; 2 3

TABLE_NAME PARTITION_NAME NUM_ROWS BLOCKS AVG_ROW_LEN
------------------------------ ------------------------------ ---------- ---------- -----------
TEST_PART PART_1 4000 65 104
TEST_PART PART_2 4000 65 104
TEST_PART PART_3 4000 65 104
TEST_PART PART_4 4000 65 104
TEST_PART PART_5 4000 65 104
TEST_PART PART_6 4000 65 104
TEST_PART PART_7 4000 65 104

7 rows selected.



Observation #1 -
 _small_table_threshold is applied on the total number of blocks expected to be returned by the query (considering all partition segments that will be accessed)

As you can see number of blocks in each of the partitions (65) is lower than _small_table_threshold value (117). Therefore a query that accesses only one of the partitions uses the buffer cache to store the segment blocks.


SQL> select count(1) from test_part where col1 in (1);

COUNT(1)
----------
4000


I will use my sese.sql script to check the values for specific session statistics. It simply scans v$sesstat for the current session and a given keyword. If there are statistics that contain the specified keyword and their value is greater than 0 they will be reported. As you can see no direct path reads were performed.


SQL> @sese direct

no rows selected


I expected to see the next query utilizing the buffer cache as well. It scans two partitions. As you know, each of the partitions has 65 blocks which is less than _small_table_threshold value (117), hence I thought I won't see any direct path reads.


SQL> select count(1) from test_part where col1 in (1,2);

COUNT(1)
----------
8000

However, direct path reads were performed. Moreover, even though one of the partitions I previously scanned was already in the buffer cache, both partitions were scanned using direct path reads. As shown in the output below, two segments were fully scanned using direct reads for total of 130 direct reads were performed (2x65).


SQL> @sese direct

SID ID NAME VALUE
---------- ---------- -------------------------------------------------- ----------
7 76 STAT.consistent gets direct 130
7 81 STAT.physical reads direct 130
7 380 STAT.table scans (direct read) 2

Let’s see what happens when I increase _small_table_threshold to 130 and run the last query.


SQL> alter session set "_small_table_threshold"=130;

Session altered.

SQL> select count(1) from test_part where col1 in (1,2);

COUNT(1)
----------
8000

SQL> @sese direct

SID ID NAME VALUE
---------- ---------- -------------------------------------------------- ----------
7 76 STAT.consistent gets direct 130
7 81 STAT.physical reads direct 130
7 380 STAT.table scans (direct read) 2


The number of direct path reads stayed the same, which means no direct path reads were performed.

How about if I we add one more partition to the equation now (_small_table_threshold=130):


SQL> select count(1) from test_part where col1 in (1,2,3);

COUNT(1)
----------
12000

SQL> @sese direct

SID ID NAME VALUE
---------- ---------- -------------------------------------------------- ----------
7 76 STAT.consistent gets direct 325
7 81 STAT.physical reads direct 325
7 380 STAT.table scans (direct read) 5


Now since we scan 3 partitions, that is 195 blocks Oracle went back to direct path reads and the statistic numbers went up by 195 (3x65) , 130+195=325 or three new table/segment scans.

Therefore seems the logic behind the decision whether or not to perform direct path reads is:

IF SUM(blocks of all partitions that are accessed)>_small_table_threshold THEN
     perform direct path reads for all partitions that are accessed
ELSE
     utilize buffer cache

Again, just to remind you this behavior is specific to 11.2.0.3.


Observation #2 -
The percentage of cached blocks per partition is not relevant


This brings me to the second observation. If you query X$KCBOQH.NUM_BUF for the partition segments (read Tanel’s blogpost or watch his hacking session ) you can see that even though partitions PART_1 and PART_2 were in the cache, Oracle still performed direct path reads for all three partitions:


SQL> conn /as sysdba
Connected.

SQL> select o.subobject_name, b.obj#, sum(b.num_buf)
2 from X$KCBOQH b, dba_objects o
3 where b.obj#=o.data_object_id
4 and o.object_name='TEST_PART'
5 group by o.subobject_name, b.obj#
6 order by 1;

SUBOBJECT_NAME OBJ# SUM(B.NUM_BUF)
------------------------------ ---------- --------------
PART_1 146024 66
PART_2 146025 66
PART_3 146026 1


I ran the output above after the last test. As you can see PART_1 and PART_2 segments are completely in the buffer cache, 66 blocks each (65 blocks for the data and 1 block for the segment header). PART_3 however has only one block in the cache and that is most likely the segment header block.

But, even when all 3 partitions were fully loaded in the buffer cache, Oracle still performed direct path reads:


SQL> conn *****/*****
Connected.
SQL> select count(1) from test_part where col1 in (3);

COUNT(1)
----------
4000

SQL> conn /as sysdba
Connected.

SQL> select o.subobject_name, b.obj#, sum(b.num_buf)
2 from X$KCBOQH b, dba_objects o
3 where b.obj#=o.data_object_id
4 and o.object_name='TEST_PART'
5 group by o.subobject_name, b.obj#
6 order by 1;

SUBOBJECT_NAME OBJ# SUM(B.NUM_BUF)
------------------------------ ---------- --------------
PART_1 146024 66
PART_2 146025 66
PART_3 146026 66

SQL> conn *****/*****
Connected.
SQL> @sese direct

no rows selected

SQL> select count(1) from test_part where col1 in (1,2,3);

COUNT(1)
----------
12000

SQL> @sese direct

SID ID NAME VALUE
---------- ---------- -------------------------------------------------- ----------
7 76 STAT.consistent gets direct 195
7 81 STAT.physical reads direct 195
7 380 STAT.table scans (direct read) 3

SQL>

I will stop with this post here. Tomorrow I will publish another post where I'll show what difference _direct_read_decision_statistics_driven could make for partitioned tables in 11.2.0.3.
(Update: Part2 - what difference does _direct_read_decision_statistics_driven=FALSE make)

I will repeat the same tests in 11.2.0.4 and 12.1.0.1 and see if the behavior is any different.

Stay tuned.
 

New Features Available in My Oracle Support

Joshua Solomin - Mon, 2014-04-07 18:59
Untitled Document

HandCircle
We upgraded My Oracle Support over the weekend of April 4, 2014. This upgrade brings changes to help you work more effectively with Oracle Support.

The new features include:

  • Oracle Support Chat for Existing SRs—new chat feature enabling Oracle Support engineers to contact you instantly on line to discuss an open Service Request (SR). You control the access; mark yourself available to allow a chat session. View this brief video to learn more.
  • Knowledge Tab—more intuitive user interface makes it easier to see search results from different sources, expand search results, or view product hierarchy and further refine searches by product. In addition, if you have Japanese, Korean, or Chinese set as your preferred language, you can quickly toggle between that language and English documents. Learn more.
  • Patches and Updates Tab—new link added to provide quick access to quarterly Critical Patch Update (CPU) information and Security Alerts.
  • Certifications—enhanced to allow for more complex certification structures.
  • Customer User Administration (CUA)—ability to send an email to the CUA (with a message), requesting approval for the Support Identifier. A CUA can now set a termination date for registered users, which triggers an automated email notification to the user regarding the termination before expiration.
  • Support Identifier Groups—usability and UI improvements. Can automatically copy technical contacts when assets are moved (reduces rework or process mistakes). A message added to Mass Upload function better explains what is happening to the user(s). View this brief video to learn more.
  • Cloud Support Portal—ability to view escalation status, comprehensive help content added to assist users with feature and functionality questions, and new alert to complete additional questions that may expedite issue resolution.
For additional details, view the Release Notes and also see the User Resource Center's Discover New Features tab for the latest My Oracle Support Training available for new features.

Partner Webcast – Oracle SuperCluster Product Family: Technology Overview

When you’re under pressure to deliver more—more performance, more capacity, and more business value—you need systems that offer seamless integration. Oracle SuperCluster T5-8 and the...

We share our skills to maximize your revenue!
Categories: DBA Blogs

Oracle Service Bus transports available

Anthony Shorten - Mon, 2014-04-07 15:35

As outlined in the whitepaper Oracle Service Bus Integration with Oracle Utilities Application Framework (Doc Id: 1558279.1) available from My Oracle Support, the Multi-Purpose Listener (MPL) is bsing replaced by Oracle Service Bus (OSB). Whilst transaction inbound to the Oracle Utilities Application Framework based product are handled natively using Web Services, transactions outbound from the products are handled by Oracle Service Bus. Consequently a number of protocol adapters have been developed that are installed in Oracle Service Bus to allow Oracle Service Bus to initiate the following outbound communications:

  • Outbound Messages
  • Notification Download Staging (Oracle Utilities Customer Care and Billing and Oracle Public Service Revenue Management only)

The transports are now available from My Oracle Support as a patch on any OUAF 4.2.0.0.0 and above product as Patch 18512327: OUAF Transports for OSB 1.0.0.

Installation instructions for Oracle Service Bus and Oracle Enterprise Pack for Eclipse are included in the patch as well as the whitepaper.

The Art Of Easy: Offer Self Service With the Emphasis on Service (Part 2 of 6)

Linda Fishman Hoyle - Mon, 2014-04-07 14:02

A Guest Post by David Fulton, Director of Product Management, Oracle Service Cloud

Easy doesn't begin with Customer Service. It begins with customer expectation. They expected easy, but it is not! They haven’t given up though because they bought your promise of easy. And now is your chance to redeem yourself by making it easy again.

Your business is relying on you. That’s a lot of pressure! So, where to start? Well, a good place to start is to recognize the relationship between what is considered ‘easy’ and the time each party is willing to invest in getting to resolution.

Valuing your customer’s time can be more valuable (to your business) than your own time, in terms of relationships, reputation, performance, acquisition and profits. Forrester Research has recognized that valuing a customer’s time is the single most important contribution you can make to delivering a great customer experience.

That rule applies across all touch points of course, not just Customer Self-Service.

So how do we value customer’s time by making it easy with a Customer Self-Service approach? One of the most common and simple approaches is to throw up a bunch of FAQs on a web page. This may be easy for your business, but in today’s complex world, it can be far from easy for your customers, particularly if those FAQs are difficult to find, awkward to read, and void of any personal relevance that makes them actionable.

What started off as a way to reduce costs by enabling your customers to self-serve answers can quickly end up costing you more. Why? Because a frustrated customer is harder to serve, solve, and soothe. When it goes wrong, it’s your job to make it easy again and get it right.

The Art of Easy is making a complex resolution process both simple for a consumer to navigate and easy for you to deliver. However, location, device, need, communication skills, online profile, preferred channels, customer value, etc., all make a 'one size fits all' approach pretty difficult to pull off.

Satisfying both sides of the Art is Easy coin, i.e. scaling your business objectives efficiently and effectively while serving your customer’s needs, is the modern Web Self-Service Dilemma, and most businesses today are failing in the execution.

We believe that there are five key tenets to The Art of Easy within Customer Self-Service in order to be a Modern Customer Service business:

  1. Make connecting simple – Provide choice of channel
  2. Tailor the experience - Build for device of choice
  3. Segment appropriately – Know who you are serving
  4. Understand early – Know if the customer CAN self-serve to resolve
  5. Be proactive – Engage at the right time to avoid frustration

Square peg, round channel: To address those tenets, you need a solution that provides multiple choices for customers to help themselves and get the assistance they need along the way. Having only one-way is the fast path to the exit for many, as one size doesn't fit all.

Available in any color, as long as it is black: When you can’t connect on the device of choice, you make it hard to connect. If you want to avoid frustrating costs and higher abandonment rates, you must have a solution that can be tailored to the experience of your customer’s device. You may find forgiveness if you at least look like you made an effort to provide some mobile device support, for example!

A Segment of One: While a customer may be able to get around having only one device and one channel supported, only supporting one “customer” type (not anonymous) is an unmovable roadblock to the experience they need. Chances are that your business (Marketing) already has an effective simple segmentation model that isn't being leveraged in Customer Service. Once you find it, you can use a solution that builds explorative pathways to the fastest resolution based on your different customer types.

Let’s Start Again from the Top: At the height of frustration from any Customer Service Interaction is the need to repeat information, and then to have what you repeated, ignored! And don't expect the customer to tell you what you never took the time to ask in the first place. Avoid frustration by having solutions that guide customers to help you understand how best to help them and that are capable of course-correcting to the right channel.

Don’t make me angry!: Either you are bugging your customer with constant pop-up invitations to chat, or you are sitting in a back room, waiting for them to have a total melt down before you assist. Where is the balance? Every good Customer Service rep knows when to wait, when to watch and when to engage at the right time. Your online customer service technology needs to have this same well-honed arsenal of proactive intuition. Change the “CHAT NOW” to “Are you trying to xxx? I can help you with that!”

What happens when EASY goes wrong? What should happen is that you make it easy again, restoring the faith of your customers and re-establishing trust in your promise. The Oracle Service Cloud empowers your business to care, take action and succeed in your Web Customer Service initiatives and become a Modern Customer Service organization.

<b>Contributions by Angela Golla,

Oracle Infogram - Mon, 2014-04-07 13:28
Contributions by Angela Golla, Infogram Deputy Editor

Oracle Learning Library Oracle Learning Library was designed to allow you to search for free online training content (OBEs, Demos and Tutorials) on OTN.
  • Oracle by Example (OBE) tutorials provide hands-on, step-by-step instructions on how to implement various technology solutions to business problems. In addition to the following OBE tutorials, you can also access more product training at the Oracle University Knowledge Center.
  • Demos provide an automated demonstration of a particular task with explanations on how the task is performed.
  • Tutorials provide concept explanations, demos and step-by-step instructions for a particular product or topic.

To access the learning library click here.

Virtual Developer Day - Java 2014 - Register!

OTN TechBlog - Mon, 2014-04-07 11:37

Our next Virtual Developer Day is around JAVA! Watch tutorials from the experts to improve your expertise in Java, and ask questions during live chats. This FREE virtual event will cover:


  • Java SE 8 New Features: Lambdas and more
!
  • The latest on the Java EE 7 

  • How Java makes it easy for you to control a wide range of embedded devices.
We will have three chances for you to hear from experts in Java SE 8 , Java EE 7 and Java Embedded - May 6th (Americas), May 14th (EMEA) and May 21st (APAC).

Register today!