Agent Desktop
Surveys and Outreach, System Admin and Configuration, Knowledge Foundation, Knowledge Advanced, General Functional Discussion
Discussion List
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Opening the KB Report automatically in BUISummary: Opening the KB Report automatically in BUI Content (required): Hello, When our agents use the BUI they click the magnifying glass to get the KB search report to… -
How to add menu field in virtual report for BUISummary: While we are adding virtual menu field in json in analytic add-in as datatype : 6 getting error in BUI Content (required): In analytic add-in in json file kept … -
Reopened Incident - Pulling Info from Older IncidentContent Hi all, When an incident gets reopened by a customer responding to it after a certain time limit, a new incident is created with the "Incident created due to rep…
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New incident after expired incident-Any identifier?Content My requirement is that I have to stop any new mail coming to a specific mailbox.(If mailbox->this,then Do not create incident) But the catch here is that it woul… -
Expired Incidents - Business rulesSummary Recognizing a new incident created from reply to expired incidentContent Hi, I'm looking to create a business rule that would recognize when a new incident is cr…
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Sales product catalog UI re-designSummary: Hi Guys, I wonder if it is possible to re-design the Sales Product catalog's layout like a workspace. Thank you :) Version (include the version you are using, i… -
Can you easily recognize that there are undeployed rules in Enhanced Business Rules?Summary: We have 2 admins at our site with the ability to update rules. When we updated rules in the client, it was easy to see that there were undeployed rules on the 1…
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Answer Stats Table: what is it? Let's find out!Content There have been some questions floating around recently about the Answer Stats table ('ans_stats' in the data dictionary). Perhaps a quick overview of what the d… -
Adding Quick Search reports to Quick SearchSummary: How to add a Quick Search report to Quick Search Toolbar in Navigation area Content (required): Can the "Contact Quick Search" be added to site? Version (includ…B2C Service Technical Support-Oracle 12 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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How do I let all contacts within an organization see and edit all incidents for the organization?Summary: Hello, I've been looking around in the documentation and searching online and haven't found a way to allow the contacts in the same organization to all have acc… -
Import data from another CRM systemSummary: Is it possible to bring both Customer and the related incident data using Oracle B2C Service Data Import Wizard ? Content (required): Is there a way to create a…
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File Attachment message "Added to incident, but not sent"Summary: File Attachment message "Added to incident, but not sent" Content (required): How to change the file attachment message in the incident "Added to incident, but …
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Import data from another CRM systemSummary: Is it possible to bring both Customer and the related incident data using Oracle B2C Service Data Import Wizard ? Content (required): Is there a way to create a…B2C Service Technical Support-Oracle 12 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Disabling accountsSummary: How to disable/enable set of users from production Content (required): We looked at our SSO settings to disable if any. but we do not have any option of selecti…B2C Service Technical Support-Oracle 42 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Survey's are sending for chat (Incident type) incidents which is not included in the business rulesSummary: Content (required): Here the issue is, the survey's are sending for chat (Incident type) incidents which is not included in the business rules. I'm not able to … -
Queue SecurityContent What is the best way for me to lock down queues? We have a queue set up for each department. IE: Dept 1, Dept 2, etc I would like to have a profile for someone w… -
Same email being sent to two SC inboxesHi Amins! We plan to expand our Service Cloud by adding more teams. All the teams will use the same interface, but some will require separate inboxes. Is there a way to …
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How to identify organization-specific service rolesHello, We have 4-5 types of employees assigned to each organization, such as sales, service, finance. RightNow allows the specification of the sales rep out of the box, …
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Import message base entry - error "Updates are not allowed"Summary: We have some custom message base entries for our AAQ page that will direct the customer to a company website. When we clone from prod to a test site, we want th…
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Monitor for bounce message when using MailMessage() APISummary: Trying to monitor bounced messages that have been initiated by the system through Mail API. Content (required): There is a requirement to send emails using Mail…
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TechMail Contact Created but Incident was not getting createdSummary: Hi All, Here the issue is, the contact got created from TechMail but the incident was not creating on the same date. Is there any process stopped to creating an…
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Best practices for rerouting incidents to other queuesSummary: Content (required): We frequently need to reroute/reassign incidents to another team by changing the queue. Our agents struggle to know which is the correct que… -
B2C Support Integrations TestThis post is a test being run by Oracle B2C support. Please disregard it and it will be removed shortlyB2C Service Technical Support-Oracle 2 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Contact.Address Field and Contract.Country_idSummary: We have a design to route incidents based on the Country of our contacts. We are trying to determine which contacts have a NULL country value. In our workspace … -
Could someone provide some insight or troubleshooting steps?Summary: When taking chats n BUI, the screen freezes where you cannot edit the fields in the workspace. Then a pop up with "An unknown application error has occurred" ap… -
Create survey question with multiple languagesSummary: Is there a way to create a survey question that contains multiple languages? The client only uses one interface. The goal is to have one survey that is sent but… -
Profile and navigation set limitationsSummary: Profile and navigation set limitations Content (required):Is there any limitation to creating navigation sets and profiles in the Oracle service cloud environme…
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Incident Forward names typeSummary: When forwarding an incident and using the 'Select Names' window, where is it picking up addresses with type 'Address' from. Content (required): When forwarding …
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In right now I want to run a survey form Once the Incidents Status is closed/ SolvedSummary: In right now service cloud I have created a Survey Form, but I want to trigger it Once the incident Status is closed/solved. Content (required): Version (includ…
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Knowledge Advanced - can we change the answer display template?Summary: Knowledge Advanced - can we change the answer display template? Content (required): We are using KA, and when our agents search the KB from within the BUI, they…