Agent Desktop
Surveys and Outreach, System Admin and Configuration, Knowledge Foundation, Knowledge Advanced, General Functional Discussion
Discussion List
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Documentation for Live ExperienceHi Team, Do we have documentation for setting up the rules for subject content, agent availability, routing etc related to Live Experience integrated with B2C Service. T… -
Live Chat Sound Notification to stay on in BUIContent Is there a way to default the live chat sound notification to stay on in the browser user interface (Browser Agent Desktop)? If turned on, it resets to off after… -
Apply multiple SLAs to a single incidentSummary Wondering how to apply multiple SLAs to one incidentContent Has anyone been successful at applying more than one SLA to a single incident? We have a need to appl…
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Live Chat Technicality in Service CloudSummary: Need help on understanding the Live Chat functionality Content (required): When a customer initiates a chat, I would like to understand the technical aspects of…
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Knowledge articles searches statisticsSummary: Is there any table, view or report to show search attempts of users for Knowledge articles? Content (required): When a user searches for a word or phrase in My … -
Create Incident post Sending MailingsSummary: It is possible to create an incident for each contact after a mailing has been sent to them ? Contact mapped to the Mailings will be a static contact list (like… -
As part of out of box OUTLOOK Integration with B2C Service, can calendars be integrated?Summary: There is a request from our users to have an Outlook integration with B2C Service so that agents don't have to change their available status manually and instea…
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One SLA ConfigurationSummary: Best practise in SLA Configuration Content (required): Hi All, I have a client who wants to have one severity associated with all incidents. Is it best practise…
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Custom checkbox/menu fields LimitSummary: We want to know if there is any limit for custom checkbox and menu fields. Content (required): Our customer has many different question forms, each one with spe…
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Answer Reviewed Notification doesn't show Variable content from the Internal interfaceSummary: Our Answer Reviewed Notification is using the wrong interface when generating the email so the variables do not display in the Answer 'Solution' section of the …
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Escalation and SLASummary: Hi All , Is it possible to escalate the incident based on the Response and Resolution Intervals specified in the SLA attached to the incident? So ,we want the i… -
what is the difference between advanced and foundationSummary: Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that support your topic, if applicable):
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Auto retire or re-instate articles based on categorySummary: Functionality to auto retire or re-instate articles based on category. Content (required): Is there a way to automatically retire or re-instate/re-publish an ar…
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Restrict non org email address in sending out an article via Email this PageSummary: Content (required): Is there a way to restrict the non org email address in sending out an article via "Email this page" link in customer portal? Version (inclu…
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Change name for custom object tabSummary: Please see attached screenshots. We want to display organisation name on a tab instead of current organisation id for engagement record. Please advice configura…
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don't create question , I can't ask question for visual builderdon't create question , ask question for visual builder
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Editing the Incident Workspace ribbons in BUI vs .NETContent Hi All, I was hoping that I could get some guidance on editing the Incident Workspace ribbon within BUI. I can add various editor commands to the ribbon within .…
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Extraction of all articles from knowledge advanced in XML format.Summary: Export all the answers from knowledge advanced in XML format. Content (required): Hi Everyone, We have received a requirement to fetch the complete knowledge ar…
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Displaying dynamic logo at the top of Customer PortalSummary: Agents accessing the CP to view the OKA Content (required): My customer is using Customer portal in B2C service cloud and wants their agents to use CP to access…
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Scheduling in OSvC and Compressed CSV fileSummary: Content (required): We are using OSvC KA (but the same I encountered in KF) and I created the simple report. The results I wanted to be send via scheduling. Bec…
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Knowledge Advanced - possibility to use variables within your content?Summary: In Knowledge Foundation it is possible to define and use variables for your content, to easily change this variables across all the answers you used. Is this po… -
Guided assistant with associated answerSummary: Guided assistant with associated answer Content (required): We are creating some guided assistance for our site having two interfaces(English and Italian) and w… -
Is there a default font setting for Answers?Summary: Is there a default font setting for Answers? Content (required): Our business users would like to set a default font size and face for the text in Answers. Curr… -
Product Hierarchy Mandatory to lowest levelSummary: We are looking to make product hierarchy mandatory to the lowest level Content (required): We have our product Hierarchy down to level 3 and we want to make thi… -
How To read 21D (11.13.21.10.0)Hi Gurus, Not sure if i have picked up the right platform to ask this Question. My Question relating Oracle Fusion Version reading-->example: 21D (11.13.21.10.0), in thi… -
Content Expiration tasks not automatically assigned to Content OwnerSummary: Current implementation of Knowledge Advanced uses the Content Expiration task to generate a task when the content is 7 days from expiring. This process is worki… -
Decimal field is throwing notification errors while saving recordsSummary: Content (required): We have created some system attribute for incident object which are decimal data type as shown below when ever we save the record with value…
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Has the latest BUI update made the Redwood Theme default?It looks like the latest BUI update (Build 3.22.04.07-b0006) has made the Redwood Theme the default. Has this happened for anyone else too? It's not mentioned in the rel… -
Update Incident Escalation LevelsSummary: Update Incident Escalation Levels Content (required): Where in the OSvC console can I add or update the incident escalation levels, as used by the rulebase? See…
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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…