Oracle enhanced My Oracle Support to provide you with new Guided Resolution features in July 2014. This is helping to streamline the process for solving common Cloud issues.
Taleo Enterprise Edition recently implemented 68 Guided Resolution flows over 6 products (Recruiting, Transition (Onboarding), Career Section, Taleo Connect Client, Performance Management and Reporting for Business Objects). They are tied to new Service Types (Problem Types) in the Service Request creation process.
These flows are designed to guide customers to a technical resolution for known issues by using fact-driven logic based on your specific situation and/or configurations. This feature is designed to record customer feedback so that an Oracle Support Engineer can leverage customer insight to help characterize, diagnose and resolve their issue.