General Functional
Discussion List
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Need to verify surveys are being sent as designedSummary: We have a customer telling us they are not getting any surveys. I am looking to find a way to see all incidents and which incidents were sent a survey. I am not… -
Favorite Standard TextsSummary: With Standard Text, Agents when selecting a standard text using the right-side tool bar on the workspace. Is there a place to "Favorite" your most used standard…
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How to upload JMS Queue Message to oracle Service cloudHi community I have designed the JMS code and want to upload it to service cloud for it to consume the data can anyone guide me on how to achieve this Thanks
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how to find number of sales order created for particular opportunity for report in sales cloud?Summary: I am creating a report in sales cloud I need sales order count for particular opportunity Content (required): Version (include the version you are using, if app…
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When opportunity is created to direct sales it should get assigned to particular agent in salescloudSummary: how to assing the opportunity randomly Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that …
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Live Chat Monitor in BUISummary: We are looking to understand if a supervisor can conduct live chat monitoring in the BUI or is this only available in the Console? Content (required): Can you l…
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How do I stop the Custom Object Menu from reordering the menu items?Summary: Saving Custom Object Menu causes items to reorder Content (required): I have a custom object menu with around 50 items which I have ordered alphabetically. Howe…
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Null Check for OIA attributeSummary: Null Check for OIA attribute Content (required): I want to set "NA" value in an attribute if it is null. I am trying to write a rule but its not working as expe…
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Adding emails to mailbox discard filterSummary: Adding emails to mailbox discard field Content (required): Hello, I'm wondering if anyone knows whether or not I can use a wildcard (*) when entering an email a… -
Data Import in Contact Object using a custom fieldSummary: Hi All, I need to use Data Import in Contact Object using a custom field as the lookup ( no contact id to be used in data import) and update another custom fiel…
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Email auto response or auto replyContent Can someone guide me to where I can set up auto reply email to create a different message reply to be sent from each mailbox ? Version Service Cloud August 2016
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How to add a click able button on workspace that can open a new workspaceSummary: I am wondering how I can add a button on a workspace to open another workspace when I click that button. And when the new workspace is opened, can it auto-fill … -
Tip Tuesday – Hide or Disable Action Center on Browser UISummary: Users do not want to see the Action Center Content: The Action Center appears upon login to the Browser UI and shows recent items, quick create, notifications a… -
Changing the scheduling report csv delimiter and date formatSummary: Hi All, I have a requirement to change the scheduling report CSV delimiter from , to -. We have any configuration or anything we have option to change this? Con…Sathya Rajendran 22 views 11 comments 0 points Most recent by Premkumar Sabarinathan-Oracle Agent Desktop -
Tip Tuesday – Agent settings for incident assigned email notificationsSummary: Agents would like to get email notifications when incidents are assigned to them. Content: Agents can configure their Personal Settings to have Oracle Service C…
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Copy and Pasting from other Applications?Summary: Anyone else have issues copy & pasting text/images into Agent desktop from Outlook/Teams Chat? Are there any tips or workarounds? Thx Version (include the versi… -
Tip Tuesday - Workspace Rule ComparisonSummary: Exporting workspace rules to more easily compare 2 or more workspaces for potential consolidation Content (required): If you have multiple workspaces that are s…
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Tip Tuesday: Agent Browser User Interface- Increase size in the agent workspaceSummary: Agent is having trouble reading the information in their workspace and would like to enlarge the text. Content: There are 3 easy ways to enlarge the agents brow…
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Is it possible to populate additional fields on the creation page based on the DCL value selected?Summary: On Service request creation page, we have a standard DCL field named 'Category'. Based on the value selected in this DCL field, is it possible to populate addit…Shalini-Kumari-Support-Oracle 41 views 2 comments 0 points Most recent by Shalini-Kumari-Support-Oracle Fusion Service
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Report for all opt-in type fields for a customerSummary: How to create report to view all opt-in fields for a specific customer Content (required): We'd like to review all the custom opt-in fields for a specific custo…
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Notify when a task is closedSummary: Hello. Is it possible to configure an alert that tells the incident owner that there is a pending task when an incident is going to be closed? Content (required…
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Answer are pasted to response thread via 'Add answer text' in a pre-defined formatSummary: Please advise where can we change and configure the layout/format of answer text, so that after clicking 'add answer text' in incident workspace, it is pasted i…
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OSvC mailbox - OKA subscription notificationSummary is it feasible to know if an email has been sent to a recipient from OSvC mailbox?Content Customer needs to know if an email has been sent from OSvC mailbox. is …Francisco Caro Vida 8 views 1 comment 0 points Most recent by Srinath Srinivasan-Oracle Agent Desktop
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Customer Portal search vs KB SearchSummary: Customer Portal search vs KB Search Content (required): Do the Customer Portal Search and the Knowledge Base Search use the same search engine and algorithm, or…
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Documentation for Live ExperienceHi Team, Do we have documentation for setting up the rules for subject content, agent availability, routing etc related to Live Experience integrated with B2C Service. T…
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Live Chat Sound Notification to stay on in BUIContent Is there a way to default the live chat sound notification to stay on in the browser user interface (Browser Agent Desktop)? If turned on, it resets to off after… -
As part of out of box OUTLOOK Integration with B2C Service, can calendars be integrated?Summary: There is a request from our users to have an Outlook integration with B2C Service so that agents don't have to change their available status manually and instea…
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Change name for custom object tabSummary: Please see attached screenshots. We want to display organisation name on a tab instead of current organisation id for engagement record. Please advice configura…
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don't create question , I can't ask question for visual builderdon't create question , ask question for visual builder