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For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Communication Channels
Discussion List
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Maximum Active Chats - BUI setting - how to display on report?Summary: Maximum Active Chats - BUI setting - how to display on report? Content (required): How to display selected value on report? Version (include the version you are… -
How to change "Object Workflow Notification: " from a bell notification triggered by object workflowWe are using object workflow to trigger the bell notification and want to change the notification name to a meaningful name like "Opportunity Notification" or "New Assig…
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How to change contact associated with chat?Summary: How can I change the contact id on a historical chat? I can find chat details via a report, but I am not allowed to inline edit the associated contact id to cha…
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Multi Chat HoursContent We have two different groups in our Org that need to do Chat. The main group needs chat hours are from 8AM to 7PM. However another smaller group needs to be able…
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Can a supervisor terminate a chat for an agent?Is it possible to configure chat in the .NET console or BUI to allow supervisors (someone with privileged permissions) to terminate a chat on behalf of an agent? We're u… -
Is partial disabling of interface possible? Need backend but want to lock down CP websiteSummary: How can we use the backend of an interface (the chat-inlay, mailbox, & message templates) in an interface for branding purposes, but prevent the customer from a…
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Not consider Email history for specific mailboxes configured in systemHello, We have a mailbox configured in system that allow the automatically creation of SR, raised proactively by internal users in name of the customer. Nevertheless, in…
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When creating the interface for loading Cost Center rows, I couldn't load null valueSummary: When creating the interface for loading Cost Center rows, I couldn't use HDL because it's not a supported Business Object. Moreover I can't insert #NULL in the …
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Seeing the text the customer is typing before sending it in chatSummary: How can we enable this feature? Content (required): In the process of implementing Oracle Service Cloud for our customer support environment, a question has ari…B2C Service Support Customer Inquiry -Oracle 1 view 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Chat Inlay iconHow to change Chat Inlay icon How to change the chat inlay icon please refer the screenshot Regards. Satheesh.
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Option other than "reply-between-the-lines"Summary: Content (required): Other than the reply-between-the-lines is there any other option like "reply above the line"? Mostly the customer won't read the email sent …B2C Service Support Customer Inquiry -Oracle 11 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Basic Chat Rule Creation and Inspector Window Troubleshooting Webinar: November 30Update: The webinar recording is now available - CLICK HERE to view. We are pleased to announce our upcoming webinar on Basic Chat Rule Creation and Inspector Window Tro… -
Chat Transcript retain policySummary: Does anyone know what happens to the chat transcript when the incident is archived? I don't seem to find detail information about it. Thank you so much -
Change label of custom field inputs in Inlay chatContent Hi all, On inlay chat form, I was able to change the strings (labels) of the input boxes, title and button text using JSON config file. The content of the JSON f… -
Standard Text HTML linksContent Hi, I've tried to use Standard Text rendering as HTML to provide users with links, however, it seems whenever you create Standard Text with an HTML link in the l…
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Translating Labels for Chat InalySummary: How to translate labels and automated responses for Inlay into a different language? Content (required): We've implemented Chat Inlay on our support pages. Curr…B2C Service Support Customer Inquiry -Oracle 51 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Is it possible to disable chat when no agents are available?Hello, when no agents are available on fusion customer can still send the message on dcs portal? Is there a possibility to disable this or to send a message that is out …Amina Fajic 22 views 2 comments 0 points Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle
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Asynchronous Chat - automatically default to a queueSummary: Content (required): When using asynchronous chat to respond back to a Facebook message, the system prompts the agent to select a chat queue (we have 3). See scr… -
Is there a way to run chat syndicate widget asynchronouslySummary: Looking for a way to run Service cloud's syndicate widget source file asynchronously or defer which is hosted on an external web page. Content (required): Hell…
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About Chat Queue Inbound PrioritiesSummary: Setting priority to incoming chats queue Content (required): If the chat queue is associated with multiple profiles, can I set which profile is my primary desti…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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About "CHAT_AGENT_EVENTS_PURGE_DAYS"Summary: Information regarding Chat Data Purge Content (required): Chat history was not deleted when the preference "CHAT_AGENT_EVENTS_PURGE_DAYS" was set to 0. Probably…B2C Service Support Customer Inquiry -Oracle 22 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Can we create PO on item based (of which PR is made of description based)Summary: There's a requirement from client where he wants to create PO based on items only if PR is created based on item description also. Scenario: PR is created using…
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I want to delegate my Final approval of PR to User A, for PO approval to User B.Summary: Hello Team, I am an approver for multiple transactions (Final approval of PR, PO Approval, Strategic quantity approval). As an approver, I want to delegate my F… -
Route chats to same agent if the same customer comes back within a given period of timeSummary: Is it possible to route chats to same agent if the same customer comes back within a given period of time multiple times? Content (required): Hello, we would li…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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How to change the labels of the Accept and Reject buttonsSummary: How to change the labels of the Accept and Reject buttons, on the incident workspace created from chat, and is it possible to delete the Reject button? Content …B2C Service Support Customer Inquiry -Oracle 43 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Action Type Indicator on Global Payroll Interface V2 extractSummary: As part of Global Payroll Interface V2, We have an attribute called action type indicator that will tell us employees, whether hire (H), rehire(R), terminate(T)…
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How can I change the size of the Chat Engagement Panel in BUI?Summary: Content (required): Is it possible to change the default width of the chat field displayed when a chat is received? I want the Chat Engagement Panel to appear a…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Chat Inlay button labelSummary: Content (required): Is there a way to change the button label from "Live Chat" to some other text? With Syndicated Conditional Chat I have the option to set "Av…
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Co-browse also on external siteContent Hi All, Our chat pages are on Cloud portal and other pages on Oracle ATG. Is it possible to use co-browse on Oracle ATG as well on Oracle cloud chat pages. What …
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Oracle Messaging can now be enabled for B2C Service Chat customers through Configuration AssistantWe are pleased to announce that Oracle Messaging, a key component of Oracle Service, can now be enabled for all Oracle B2C Service Chat customers through the Configurati…Elaine Leffler-Support-Oracle 192 views 0 comments 0 points Started by Elaine Leffler-Support-Oracle