Configuration and Administration
Discussion List
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Custom Object AttachmentsSummary How do you enable attachments for custom objectsContent I'm using Intelligent Advisor to create new records on a custom object. I also need to save file attachme… -
Detect duplicate service request from customersContent Hi, Is there any way to detect dulplicate SRs from customer in oracle engagement cloud? I have found similar SRs under Knowledge section in service request page.… -
News Feed layout provides a fast home page and improved user experienceSummary The News Feed home page layout in CX Sales will give your users what they want – a super fast home page.Content The News Feed home page layout can significantly … -
Survey / Feedback on Incident ClousureSummary Survey / FeedbackContent Hi team, How to configure a survey and attach the same along with the incident closure mail so as to understand the customer sentiment o… -
SR Feedback featureSummary Any ways to request feedback from Customers?Content Do we have any feature to request feedback for SRs we worked with customers? If no, do we have it in near roa… -
Action Plan Stuck in progressContent Dears, Greetings to All,, I`m trying to create an action plan but the issue here that it stucks and doesn`t complete its steps as below. Can anone help, please? … -
Ability to attach KM article in OB messagesSummary Ability to attach KM article in OB messagesContent As far as I have observed, we can either insert KM content as text or send KM article as hyperlink in Outbound…
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Is European Portuguese a supported language in OEC?Summary Is European Portuguese a supported language in OEC?Content I understand it was not and hence in our project we have been using Brazillian Portuguese. But in the …
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Tagging service requestsContent Hi, I want to create a tag and associate to one service request. I have exposed the "tag" field inside the details page layout. But when I tried to create a tag …
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Rearrange Actions in Action PlanContent Hello, We've created some action plans, but it seems that the actions are in the wrong order. They have the correct prereqs, but is there a way to rearrange the … -
How we can setup loan for opportunity and if we can do that without using policy automationSummary We want to setup loan for opportunity and if we can do that without using policy automationContent according to this guide we need to access loan and set up so h… -
Capture last response date for service requestContent Hi All, I am looking to build the solution which can capture Last response date when customer responds to SR. I have achieved this by using formula fields but fu… -
How to assign Service Request Queue to Activities Under Service RequestSummary Service Request Queue Assignment to Activity TeamContent We have requirement of Service Request with set of Tasks to be performed. Each task will be assigned to … -
How to route SR to queue based on Account object attributesSummary Need to know if it is possible to use other object attribute in SR queue routingContent Currently Engagement Cloud Service allows you to configure queue routing …
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Knowledge articles migrationSummary Any way to migrate KM articles to higher environments?Content I understand as of Rel12 we didn't have a feature to migrate the KM articles to the higher environm…
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How the Service Request can be billed to CustomerSummary How the Service Request can be billed to CustomerContent Hi, We are looking for a solution where we can bill the service request to the customer. For example, an… -
Ability to see history of approvals in SR objectSummary Can we see history of approvals directly from a SR (on a custom approval BPM flow)?Content Requirement: Custom approval flow (BPM) is there on SR object. Custome…
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Oracle Engagement Cloud SpacesSummary I need information of development and configuration Spaces in Oracle Engagement CloudContent Hi All, Someone know any information link over development or config…Matias Buonavolonta 14 views 1 comment 0 points Most recent by Justin Anderson-Oracle Fusion Service
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SMS from Oracle Engagement CloudSummary How to send text messages to Service Request's ContactsContent Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external ven… -
Email is triggering multiple timesSummary Email is triggering multiple times on Service request objectContent Hi Team, We have two email templates and which will trigger through object workflow based on …
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Setting up the web channelContent Hi Community Members, I would like to know about following scenario : if SR has been created manually or using any other chanel apart from web in OEC and while r…
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Manually Define SLA Access Level end dateSummary Manually Define SLA Access Level end dateContent Hi, We are searching for a solution, which will allow users, to add to organizations in OSvC, SLA Access Levels …
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Implementing chatSummary Understanding chat implementationContent Hello, I read the documentation of oracle engagement cloud and i dont understand how chat works. My question is to imple…
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HRHD - Employee data sync to HRHDSummary Employee data from Core HR does not automatically sync to HRHD (in totality)Content We are facing an issue with Employee data from HCM sync up to HRHD. A large n…
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Oracle Engagement Cloud forever stuck fetching data and screenpop throwing errorsSummary Any config that requires to fetch a list of options is forever fetching data, I am unable to configure things that I need to configureContent Hello, currently I …
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Customer Data ManagementSummary OSC license automatically provides "Loqate" address data integration via scheduled process?Content Hi, OSC license automatically provides "Loqate" address data i… -
Can w able to disable the default queue in OEC ?Summary While creating SR the default queue is automatically set against the SRContent Hi Team, When a SR is created from Agent UI, automatic routing will not be happen,…
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Partner CTI serviceContent Is there any detailed way on how to enable partner CTI service, as I am having issues getting the media toolbar to be visible thanks
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New SLA assignmentSummary New SLA assignment for different Project createdContent Hi Team, We came across a requirement where each customer can have new SLA and its milestone to achieve. … -
How to see error in Action plan - SR creation?Summary Error while creating SR using Action plansContent I have an action plan to create SRs, when I initiate the Action plan I get the error as attached. Hence wanted …