Jim,
Let's break this down based on what you are reporting and give you some answers:
- Customers not receiving CSI's - There have been some reports from customers that they have not, and we have been reaching out immediately to those that we find out may have had an issue with acquiring them. We will continue to do so, but for Eloqua users that are having this issue I would also suggest that they reach out to their Eloqua Super User / Admin to check if they have the CSI or if they were sent the Welcome letter.
- New Support Phone Menus - As I have posted elsewhere, the new phone menus are different, but there is a fairly straight forward flow that should make it clear to the Customer community how to get to an Eloqua support agent (posted here again for those that may not have seen it).
![Simplified Eloqua Phone Queue Flow.png]()
- Speaking to an Eloqua Support Agent directly - As you see from the flow above the Call flow above, you ABSOLUTELY should be able to reach an Eloqua team member and speak to them about the issues you are dealing with just as you always have. This is true for both existing support cases or for new ones you want to open with our Support Team. I truly am not sure why you would have been told that you could not by the team from the global Oracle Support group, which is where it sounds like you ended up in your frustrating call earlier. We are investigating the cause of the miscommunication from that team and will make sure it does not happen going forward.
- One caveat - If a customer does not have a CSI or an existing Service Request (SR) # - you will likely end up in the Oracle Global Support queue, where non-technical requests like finding CSI numbers for customers, or dealing with login issues on My Oracle Support are dealt with.
Let's keep the dialog open and I appreciate the honest feedback. Bring it on.
Covey Hunter
Senior Director - Oracle Marketing Cloud Support (Eloqua)