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To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
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.
Fusion Service
Discussion List
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My Services Users vs Service Console Users in CRM InstanceSummary Difference between My Service Users and Service Console UsersContent Hi Experts, I have two questions on this topic 1) What is the difference between user provis… -
Inbound Email - SR Creation ProcessContent Hi, When the customer respond the auto response / agent response mail, it picked the existing SR when customer has SR number in the email body like below. {##SR0… -
Object Name for Scheduled processContent Hi All, I am looking for object name for service request inside scheduled processes. I am calling one object function using Schedule Custom Groovy Object Functio… -
Service Request EscalationSummary Is there a way for the application to Escalate a Service Request if the milestone (first response) has been reached?Content Hello everyone, I have a question. Is…User_2025-02-04-11-03-51-524 72 views 7 comments 0 points Most recent by User_2025-02-04-11-03-51-524 -
B2B and B2C contactSummary How to handle a contact serving both purposes in OEC?Content Summary:Same contact as B2B contact and B2C customerI have come across a scenario where, a contact c… -
System Response EmailSummary Incorrect email sent on auto responseContent Hello, I've created a new system response email for when an employees emails in an SR (using HR Help Desk), the resp…
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Unable to edit field from Service Request contact relationshipSummary Unable to edit field from Service Request contact relationshipContent Objective: While adding contacts to a service request, we have to specify what role that co…
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OEC featuresSummary OEC featuresContent Hi All, We are looking to have features Assets, install base and service contract in the OEC. Has anyone used this before or can we do this. … -
Font used by OECContent I'm creating a website that will be added to the Service Request Detail page as a mashup content. Anyone know's what's the font being used by OEC so my website w…
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Refresh Service Request Edit Page without closing the windowContent I am working on Service Request where a checkbox triggers a process that eventually updates a specific field in the SR currently opened in Edit mode. The update …
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Way to modify IB email processingSummary Is there a way to control the IB email processing?Content Objective: To get the attachments from email, invoke a DMS API and then attach it on the SR of type 'UR…
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CX – Unlock the power of your contact center with Virtual Assistant, 31 January 2019, 9.am.PT - SubmContent Submit your questions for the CX – Unlock the power of your contact center with Virtual Assistant session to have them answered during the live event. Post your … -
Trigger the workflowContent Hi All, is it possible to trigger the workflow for service request when request is getting updated by FUSION_APPS_CRM_ESS_APPID ? Regards, Rohit
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Text Area/Editor not displayed in Service Request > MessagesContent I navigated to Service Request, opened an existing service request and went to Messages tab. I tried to compose an email. Problem is, the text area/editor is not…
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Configuring chat outside Digital Customer ServiceSummary What methodology should be used when configuring a chat window for a portal outside of Digital Customer Service?Content Hello, I have a question. We are trying t…
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Creating a new Object WorkflowSummary Error when entering the name of the new workflow stating a record already existsContent Hello everyone, I created a new workflow for the service request. But whe…
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CX – Oracle Engagement Cloud 18C Service update, 17 January 2019, 9 a.m. PT - Submit QuestionsContent Submit your questions for the CX – Oracle Engagement Cloud 18C Service update session to have them answered during the live event. Post your questions by posting… -
CX – Understanding Quarterly Updates and Guidance for Update 18C, 24 October 2018, 8a.m PT - SubmitContent Submit your questions for the CX – Understanding Quarterly Updates and Guidance for Update 18C session to have them answered during the live event. Post your que… -
CX – Everything You Ever Wanted to Know About Service Cloud Updates, 6 December 2018, 9 a.m PT - SubContent Submit your questions for the CX – Everything You Ever Wanted to Know About Service Cloud Updates session to have them answered during the live event. Post your … -
Deep Link format to access subtabs in Service RequestContent Found different deep link format for other objects but none for Service Request. Anyone knows the format? If you have references please link me as well.
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Ability to have unique sequence number for specific type of recordsSummary To have unique sequence numbers for records with specific typeContent Requirement: For SRs of type 'X' we have to have continuous numbers (unique sequences) for …
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New OTBI Help Landing Page (Cross Posting from Report and Analytics Forum)Summary Starting with Release 13.18.10, a brand-new OTBI Help landing page is available -> https://docs.oracle.com/en/cloud/saas/business-intelligence/index.htmlContent …
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Access to web files (similar to Oracle Service Cloud using Webdav)Content We are currently working with a potential client and their specifications requires a lot of customization in the UI/pages. Per research, we are limited by the ca…
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Recommended Performance Testing Tool for Service CloudSummary Recommended Performance Testing Tool for Service Cloud AD and PortalContent We will be doing the Oracle Service Cloud transformation project with call center in …
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How to create Stand alone Address in OEC ?Summary To create addresses that are stand alone ie not related to any account or contactContent Dear Team, Could you clarify the following? I understand by data model F…
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Customer Survey - Approvals Configuration TerminologyContent Hi Engagement Cloud customers, We are seeking your participation in a survey on business policies/approvals related terminologies. We will use the collected info… -
HR HelpDesk and BICC ObjectsSummary Does BICC objects (View Objects) for extracting data from HR helpdesk exist?Content Hi all Is there anyone who knows the answer to three following questions: 1) …
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Way to check the inbound emailsSummary Is there a way to check all the IB emails received by OEC?Content Dear Team, Is there a way to check all the IB emails sent to OEC? Why is it important? Currentl…
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Browser Object in Contact WorkspaceContent I have added a browser object in Contact Workspace at header level. See attached screen Shot. I am unable to find how to adjust the height from top of that Objec…
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Create a custom script in reportSummary Modify URL in the report data cellContent Hi, I've been reading about custom script in the report. I followed through online documentation and able to get the va…