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Discussion List
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How to Migrate the Translated Lookup values from one instance to other?Hi Team, We have created the customer lookup which has 2500 records, we translated those values using the translate icon, and after translating the values we can see in … -
IVR recommendation for B2B CTIDoes anyone have any recommendation for which IVR to be used with B2B CTI ? -
Transfer call via fusion CTI MCA Api to outside call centerOnce the call routed to fusion via CTI MCA Api and agent is handling the call, can the agent then transfer the call to another call center outside of fusion?
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How to integrate third party chat with oracle sales and serviceSummary: When a chat is received in third party chat application we ideally want to Open contact upon contact verification, like OOB live chat work.Also looking for chat… -
how can we configure multiple outbound email channels for sending outbound messages from B2BServiceSummary: how can we configure multiple outbound email channels for sending outbound messages from B2BService . Scenario is if the response is from a different Service Re…
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how to eliminate the field to get capture from business event in OIC.how to eliminate the field to get capture from business event in OIC
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How to create an analysis of SVC_CHAT_MESSAGE table?I would like to create a report/analysis with data fetched from this table, filter it, sort it, etc. I wasn't able to find the OOTB subject area for this table, so I'm g…Calin Pavel 22 views 1 comment 0 points Most recent by Anand DN-Oracle Reporting & Analytics for Fusion Service -
Inbound Email - Service RequestHi, When we send inbound email, system creates Service Request, sends acknowledge email to primary contact. When primary contact replies to the email, it is not getting …
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Next Gen HR Help Desk Ticket Creation Through Email Not WorkingSummary: We are implementing NextGen HR Help desk and enabled profile options to create ticket through email but while testing I have noticed tickets are created for Cla…
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how to set a channel by default when the agent open the SR?With the new implementation of redwood for HRHD we are not being able to leave the "email" channel set by default as the first option when the agent views the assigned S…
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How to automatically create a service request when chat endsIn this how-to article, we demonstrate how to automatically create a service request and link it to the interaction when a chat ends. This can be achieved by combining a… -
Is it possible to send email from service request to email id that is not a contact in Oracle FusionSummary: Is it possible to send email from service request to email id that is not a contact in Oracle Fusion CX B2B Content (required): Version (include the version you…
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Ability to Filter Emails based on Email being in the cc lineContent Hi all, Our current IT ticket system has the ability to reject emails where the email address in is in the cc line (ie. HR@arcadis.com is in the cc field) and th…User_2025-01-31-00-25-12-234 53 views 3 comments 0 points Most recent by Kerri Belluomini Fusion Service -
How to make Milestones appear in the Service RequestWe want to know why if we have already configured the Milestones they do not appear in the Service Request in the Milestones Details section.SofiaIzlom 91 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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How to assign agents automatically in Help Desk?We need to know how to automatically assign the corresponding agents of the categories The steps were performed: Create queues for categories (Task - Manage queues for H…
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Getting employee's private emails from HR module to ServiceSummary: Content (required): Hi We are using HCM and managing all employees' details using HR screens. Recently we've implemented HR Help desk based on Service. Only emp… -
Computer Telephony Window Disappears if User navigates to Another ScreenSummary: We have configured a CTI telephone tool to attend inbound calls and to make outbound calls. this tool appears as a small separate browser window. during any In … -
Automatic response on SRs created from inbound emailSummary: Content (required): Hi We have configured proper email notification to employees on creation of a service request. The email notification is being sent to prima…
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Can we get all Lookup Codes present in the B2B Service cloud Application Using Adaptive Api Search.Summary: we're trying to fetch all the lookup codes present the B2B Service cloud Application Using Rest Api and Adaptive Search as well, any suggestions would be apprec…
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Is is it possible to bulk load the data from file to the Object in B2B Service Cloud Application?Summary: Content (required):Can We load Bulk Data from the Csv or Zip file to the Object in the B2B Service cloud Application, without uisng Object Import/Data Inport. V…
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How to perform Call Text scanning for the below scenario?Summary: Call Text Scanning – Based on the call text (description) identify the key words and then system should take some actions. For example, if call description has …
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Questions about Chat assignment to queues/agents**This post was created as part of a How to Service Request (SR) Release: 11.13.22.04.0 Summary of the question: The chat is assigned to a queue based on categoryId that…Robert Mutton-Support-Oracle 42 views 1 comment 0 points Most recent by Robert Mutton-Support-Oracle Fusion Service
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Is there a way to find a message sent to an invalid email address?Question : Is there a way to find a message sent to an invalid email address? ------------------------------ Body------------------------------------ **This post was cre…Mo Xie-Support-Oracle 41 views 2 comments 0 points Most recent by Mo Xie-Support-Oracle Fusion Service
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How can I expose the live window?Summary: I was wondering how can I expose the live window in order to access the chats that are sent through the DCS applications by the customers? Content (required): V…User_77EIE 42 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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Survey using Engagement Cloud - ServiceSummary Survey using Engagement Cloud - ServiceContent Hi, Can we send survey to customers to capture their feedback on Support Request in Engagement Cloud Service or ma…
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How to modify the outbound email FROM address only for customer bound emails?Summary: How to modify the outbound email FROM address only for customer bound emails? Content (required): All the outbound emails from the system are sent with noreply@…
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Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to deeply understand your Oracle Cloud Applica…This discussion has been merged. -
Innovate Oracle Service with an Oracle Bot–Join our Webcast September 15th and learn how ConversatiSummary Oracle Digital Assistant for Oracle ServiceContent Conversational AI helps ECHO achieve 400% ROI ECHO Incorporated is a worldwide leader in the manufacturing of …Juergen Kress-Oracle 34 views 0 comments 0 points Most recent by Juergen Kress-Oracle Fusion Service -
Create Service Request from ChatSummary Interaction & SR CreationContent Business Flow: Customer initiates Chat -> Agent accepts Chat -> Chat Wrap-up -> Interaction Creation on Contact Record -> New Se…
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Assigning to queues based on email header informationSummary How can we assigned SRs to the right queue based on where the email was routed from?Content We have created a few different queues and would like to auto assign …User_2025-02-03-23-53-11-047 53 views 1 comment 1 point Most recent by Jitendra Singh-Oracle Fusion Service