Agent Desktop
Surveys and Outreach, System admin and Configuration, Knowledge Foundation, Knowledge Advanced, General Functional Discussion
Discussion List
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"Exciting News! Announcing Tip Tuesday!"Hello all, I have some Exciting news to share with the Community! We are getting starting a new community program called "Tip Tuesday." What is Tip Tuesday? Every Tuesda… -
Markie Awards - We want to put YOU in the spotlight-Nominate now!This year marks the 16th year Oracle will celebrate customer experience (CX), innovation, and excellence in advertising, marketing, sales, service, and e-commerce.It’s a…
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Agent Browser UI for Faster Access to Your B2C Service DataSummary: With the Agent Browser UI, your team can user any internet-connected device to access and manage your B2C Service data. Content (required): To help you understa… -
Oracle B2C Service Customer User Forum: Improving the efficiency and productivitySummary: Join us for this Oracle B2C Service Customer User Forum webinar. Please register for one of the sessions based on your region Content (required): Your agents ne… -
inset reports into customer portalSummary: can we insert the reports and view it into a customer portal our customer need to get reports on who view which answer and the frequency of viewing the answers … -
Workspace scroll within BUISummary: In the BUI, when you have an incident open, the section at the top consumes much of the workspace you see. I know we can pop out the Message section to see it f… -
we need to display product& categories as a tree on customer portalSummary: we need to display the products& categories as a tree on the customer portal as in the below screen, is that possible Version (include the version you are using…
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Remove Parent Child relationship via .Net Add-inSummary: Remove Parent-Child relationship via .Net Add-in Content (required): Hi All, We are trying to create a report command add-in that removes the association of a p…
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Report for all opt-in type fields for a customerSummary: How to create report to view all opt-in fields for a specific customer Content (required): We'd like to review all the custom opt-in fields for a specific custo…
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Possibility to restrict editing conditional sections for certain group of knowlSummary Is it possible with standard configuration or customization to make conditional sections only editable for specific (groups of) content editors?Content Hi there,… -
Move data from dev to productionSummary: we have three sites, dev, UAT and production, is there is an automated way to create all questions& answers manually on dev and attachments to the dev then move…
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Removing sections appended from 'add as text' link from search knowledgebase reportContent Hi Guys, Does any one know how to remove sections listed below from the answer details getting appended in message thread? ***** Summary ***** ***** Question **… -
Utilising "Add as text" on an incident message - can summary and question be removed without...Content so here is the basic scenario: An agent opens an Incident > Clicks on Messages > Clicks on Search Knowledgebase Searches for answer > and Clicks Add as text The … -
Pass an Incident data to a Survey - create an incident automatically when the survey is answeredHi everyone, Currently we have surveys that are sent through rules when an incident is closed with certain parameters, but we need to create an incident automatically wh…
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i'm guessing this isn't supposed to be here on the community portalSummary: Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that support your topic, if applicable): -
is there a way to hide KB modules from agents and search until published date?Summary: Is there a way to hide KB modules from agents and search until published date? - From my understanding the PRIVATE status only hides them in Customer Portal. Ve… -
How to configure BPM work list to approve if rule (if condition) is not met.Hi, I have configured the BPM worklist rule for an asignee as follows: When the condition in 'If' condition is met then the approval goes thru. The issue is that the pro…
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Business Rules - checking customer thread for data in cellsContent We have a supplier that processes our invoices and feeds back the results as successes or failures. In our rules I need to split out the successes from the failu…
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New Content Type added doesn't appear in other interfacesSummary: Content (required): Hi All, We have added a new content type and have assigned it to all the user group and have assigned the content of that content type with …
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Notify when a task is closedSummary: Hello. Is it possible to configure an alert that tells the incident owner that there is a pending task when an incident is going to be closed? Content (required…
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Is there a way to see which KA file attachment links were clicked?Summary: We are using Knowledge Advanced, and we have some answers with a lot of attachments. We want to know which ones are being used/clicked. I didn't know if I would… -
Why are the date and time in my SR's always in PDT when I am based in UKSummary: I have started using osvc in demo support https://demosupport.custhelp.com/AgentWeb/ - I cant seem toi change the date and time format to UTC or BST - its all i…
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Is there a way to change the From field on the Answer Review Template?Summary Is there a way to change the From field on the Answer Review Template?Content Does anyone know if there is a way to change the From field on the Answer Review Te… -
Customize the report of SmartAssistant in Incident workspace Message TabHello All, I have a requirement to customize the report which is showing in the incident workspace message tab for a smart assistant. Steps: Open any incident. Go to the…
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Agents forget to click "Send on Save"Content We have been using this product for about a year now. It is going quite well for us, but one problem that we contently run into are agents forgetting to click th… -
How often does the search re-index Answers?Summary: How often does the search re-index Answers? Content (required): Does anyone know how often the KB search will re-index Answers? Version (include the version you… -
Answer are pasted to response thread via 'Add answer text' in a pre-defined formatSummary: Please advise where can we change and configure the layout/format of answer text, so that after clicking 'add answer text' in incident workspace, it is pasted i…
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BUI missing Contact & Organization Notes filtersHello, We are migrating to BUI and have lost the ability to filter on Contact & Organization Notes. Functionality available for Contact or Organization Notes in .NET but… -
Chat Agent File UploadSummary:Chat Agent File Upload Content (required): Hello, The custom configuration CUSTOM_CFG_CHAT_AGENT_FILE_UPLOAD_ENABLE is set to 1. I still don't see a paperclip in…
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Possible to give access to accounts but not delete?Summary: Possible to give access to accounts but not delete? Content (required): Is it possible to give a profile permissions to administer accounts without giving delet…
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Is it possible to populate additional fields on the creation page based on the DCL value selected?Summary: On Service request creation page, we have a standard DCL field named 'Category'. Based on the value selected in this DCL field, is it possible to populate addit…
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Unpublished Date in Knowledge AdvancedSummary: Report required to show list of unpublished articles with the unpublish date Content (required): Currently trying to create report to show only un published KA …