Channels
Discussion List
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Is there a way to find a message sent to an invalid email address?Question : Is there a way to find a message sent to an invalid email address? ------------------------------ Body------------------------------------ **This post was cre… -
How can I expose the live window?Summary: I was wondering how can I expose the live window in order to access the chats that are sent through the DCS applications by the customers? Content (required): V…
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Survey using Engagement Cloud - ServiceSummary Survey using Engagement Cloud - ServiceContent Hi, Can we send survey to customers to capture their feedback on Support Request in Engagement Cloud Service or ma…
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How to modify the outbound email FROM address only for customer bound emails?Summary: How to modify the outbound email FROM address only for customer bound emails? Content (required): All the outbound emails from the system are sent with [email protected]…
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Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to deeply understand your Oracle Cloud Applica…This discussion has been merged. -
Innovate Oracle Service with an Oracle Bot–Join our Webcast September 15th and learn how ConversatiSummary Oracle Digital Assistant for Oracle ServiceContent Conversational AI helps ECHO achieve 400% ROI ECHO Incorporated is a worldwide leader in the manufacturing of … -
Create Service Request from ChatSummary Interaction & SR CreationContent Business Flow: Customer initiates Chat -> Agent accepts Chat -> Chat Wrap-up -> Interaction Creation on Contact Record -> New Se…
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Assigning to queues based on email header informationSummary How can we assigned SRs to the right queue based on where the email was routed from?Content We have created a few different queues and would like to auto assign …
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Interaction History not being populated in SR ObjectSummary I have gone through the documentations and I don't know what I'm missing. Interaction history is not being populated and I have tried through chat and email.Cont…
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Application table for standard coverage under subscription managementSummary Need to query coverage details under subscription management using data modelContent Subscription Management -> Standard Coverage - > (Template details) what is …
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OTBI Reports getting tagged as CRM instead of HCMContent Hi all, We've noticed that all of the OTBI reports that we have scheduled to go to HR Help Desk are being tagged as CRM instead of HCM, so they are not making it… -
How to send email to group members from service requestContent Hi Team, I want to send mail to all the members available in the queue whih is selected in the SR. I tried using Object workflow with Resource group option in th… -
Chat message sent under SR > Messages tab not sent to contactContent I have implemented all the Chat Setup steps on OEC using the Chat Inlay option and the Chat communications and chat assignment rules are working perfectly and th…
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Different queues for each inbound emailSummary Different queues for each inbound emailContent Hi All, Is it possible to configure a different queue /help desk like HelpDesk 1, Helpdesk 2 etc. for different em… -
How to send Email remainders to users for status change within SLASummary Send remainders using SLAContent Hi All, We have an requirement to send remainder notifications to users for specific users based sla defined, is it possible? Re…
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Service – B2C Service 21A Release Overview, 23 February 2021, 8 a.m PT - Submit QuestionsContent Submit your questions for the Service – B2C Service 21A Release Overview session to have them answered during the live event. Post your questions by posting a ne…
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Date field comparisonContent Hi Team, I have 2 custom date fields named as firstPPMdate_c and Enddate_c. While saving the record with value, the firstPPMdate_c should be earlier or equal to …
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How to retrieve child object values using SOAP service through groovy?Content Hi Team, I am trying to retrieve a value from contract child object using SOAP service in servicerequest object.Below is the format I have used to give parameter…
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Get notification template message as a stringSummary Get notification template message as a stringContent We have a requirement to sent an email notification triggered by SR creation to multiple recipients. The cus…user-637687681abda298cf4371136aa33765 9 views 2 comments 0 points Most recent by user-637687681abda298cf4371136aa33765 B2B Service -
Default channel by email entrySummary How configure channel trigger to change if email or normal entry?Content Hello experts. I've created a trigger to set ChannelTypeCd always as WEB. (Clients reque… -
Make the SR's Priority with the incoming email addressContent Hi Team, We have multiple incoming email address like [email protected] , [email protected] and if any customer dropping an email to [email protected] an SR w…
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RESCHEDULED:- Sales – CX B2B Service 20D-21A Updates, 20 October 2020, 8 a.m PT - Submit QuestionsContent Due to unforeseen issues, this topic has been rescheduled. An announcement with the new date will follow shortly. Apologies on the inconvenience. -
Channel Required Validation on Sending ResponsesContent Hello, We have a requirement to require the channel when sending a response or forward. I've gotten the attached Groovy Script validation from an Oracle Consulta…
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Setting milestone through data uploadContent Hi Team, I have uploaded some service requests through import management and verified that the milestone is not set even after clicked the "update service reques…
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Impact on standard category field in service request objectContent Hi Team, I want to know that which is the best way to maintain SR types either using the standard category or by creating a custom field. Because now I'm using s…
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How to include SR object fields into Milestone object in Email templates?Content Hi Team, I have created an email template for SR escalation which will be trigger through Object workflow on Milestone object. In that template doesn't have Serv…
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set up visibility for queue based on business unitContent We want to modify the arrival page of the queue management for managers, the idea is that they can only see the queues that are related to their own business uni…
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How to update the SR record when a customer replies to an email or update on DCSSummary How to update the SR record when a customer replies to an email or update on DCSContent There is not an out of the box way for an SR field or status to get updat…
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Bell notifications is not triggered automaticallySummary Bell notifications is not triggered automatically when a new SR gets assigned to an agentContent Hi Team, When an SR is assigned to the available agent in the OE…
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Ability to Filter Emails based on Email being in the cc lineContent Hi all, Our current IT ticket system has the ability to reject emails where the email address in is in the cc line (ie. [email protected] is in the cc field) and th…