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Telephony integration in Service Center with the Redwood User Experience using UI Events FrameworkTelephony partners and Systems Implementers can leverage the UI Events framework to integrate the media toolbar in Service Center with the Redwood User Experience. UEF (… -
How to integrate third party chat with oracle sales and serviceSummary: When a chat is received in third party chat application we ideally want to Open contact upon contact verification, like OOB live chat work.Also looking for chat… -
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… -
How to make Milestones appear in the Service RequestWe want to know why if we have already configured the Milestones they do not appear in the Service Request in the Milestones Details section.SofiaIzlom 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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How to assign agents automatically in Help Desk?We need to know how to automatically assign the corresponding agents of the categories The steps were performed: Create queues for categories (Task - Manage queues for H…
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How to create B2B SR through Inbound Email?Summary: Hello Experts, can anyone share setup document to crate B2B Service Request with Inbound email? Content (required): We are planning to utilize Service Request m…
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Getting employee's private emails from HR module to ServiceSummary: Content (required): Hi We are using HCM and managing all employees' details using HR screens. Recently we've implemented HR Help desk based on Service. Only emp… -
Computer Telephony Window Disappears if User navigates to Another ScreenSummary: We have configured a CTI telephone tool to attend inbound calls and to make outbound calls. this tool appears as a small separate browser window. during any In … -
Automatic response on SRs created from inbound emailSummary: Content (required): Hi We have configured proper email notification to employees on creation of a service request. The email notification is being sent to prima…
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Can we get all Lookup Codes present in the B2B Service cloud Application Using Adaptive Api Search.Summary: we're trying to fetch all the lookup codes present the B2B Service cloud Application Using Rest Api and Adaptive Search as well, any suggestions would be apprec…
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Is is it possible to bulk load the data from file to the Object in B2B Service Cloud Application?Summary: Content (required):Can We load Bulk Data from the Csv or Zip file to the Object in the B2B Service cloud Application, without uisng Object Import/Data Inport. V…
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How to perform Call Text scanning for the below scenario?Summary: Call Text Scanning – Based on the call text (description) identify the key words and then system should take some actions. For example, if call description has …
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Questions about Chat assignment to queues/agents**This post was created as part of a How to Service Request (SR) Release: 11.13.22.04.0 Summary of the question: The chat is assigned to a queue based on categoryId that…Robert Mutton-Support-Oracle 41 views 1 comment 0 points Most recent by Robert Mutton-Support-Oracle Fusion Service
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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…Mo Xie-Support-Oracle 41 views 2 comments 0 points Most recent by Mo Xie-Support-Oracle Fusion Service
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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…User_77EIE 42 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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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 noreply@…
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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…
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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 …