Service Console
Discussion List
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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 … -
Customize ReportsSummary: i have two questions about customization reports: i create report to show last updated answers and i want to add answer's link, so can i add link in the report?… -
how to add report inside customer portalSummary: our customer need to view the last updated answers on a report on the customer portal. Content (required): we plan to create a widget and call the report from t…
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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… -
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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Remove Parent Child relationship via .Net Add-inSummary: Remove Parent-Child relationship via .Net Add-in Content (required): Hi All, We are trying to create a report command add-in that removes the association of a p…
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Move data from dev to productionSummary: we have three sites, dev, UAT and production, is there is an automated way to create all questions& answers manually on dev and attachments to the dev then move…
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Possible to give access to accounts but not delete?Summary: Possible to give access to accounts but not delete? Content (required): Is it possible to give a profile permissions to administer accounts without giving delet… -
Service Cloud Integration with Microsoft 365Summary: Content (required): Hi All, I'm looking for some documentation on OSvC integrations with Microsoft 365. What level of Integrations OSvC have with Microsoft 365?…
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B2C Service - Browser User Interface DEMO - WebinarIf you want to explore more on this topic, I recommend you to attend the following Cloud Adoption Webinar, delivered by one of our Customer Success Managers: As part of … -
Apply multiple SLAs to a single incidentSummary Wondering how to apply multiple SLAs to one incidentContent Has anyone been successful at applying more than one SLA to a single incident? We have a need to appl…
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Live Chat Technicality in Service CloudSummary: Need help on understanding the Live Chat functionality Content (required): When a customer initiates a chat, I would like to understand the technical aspects of…
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One SLA ConfigurationSummary: Best practise in SLA Configuration Content (required): Hi All, I have a client who wants to have one severity associated with all incidents. Is it best practise…
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Custom checkbox/menu fields LimitSummary: We want to know if there is any limit for custom checkbox and menu fields. Content (required): Our customer has many different question forms, each one with spe…
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Escalation and SLASummary: Hi All , Is it possible to escalate the incident based on the Response and Resolution Intervals specified in the SLA attached to the incident? So ,we want the i… -
Guided assistant with associated answerSummary: Guided assistant with associated answer Content (required): We are creating some guided assistance for our site having two interfaces(English and Italian) and w…
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Is there a default font setting for Answers?Summary: Is there a default font setting for Answers? Content (required): Our business users would like to set a default font size and face for the text in Answers. Curr…
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Update Incident Escalation LevelsSummary: Update Incident Escalation Levels Content (required): Where in the OSvC console can I add or update the incident escalation levels, as used by the rulebase? See…
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send SMS to customers/contactsSummary: customer want to use the rightnow to send SMS to contacts on mobile is that feature available regards, Alzahraa Sabry Content (required): Version (include the v…
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How to get the Super Admin credentialsSummary: Need help in identify and get the details on Super Admin. Content (required): We have upgrade requirement for our environment and we do not know who is the supe…Jayashankar Lingaiah-Oracle 12 views 1 comment 0 points Most recent by Premkumar Sabarinathan-Oracle Agent Desktop
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Business rule sending response shows twice in emailSummary: Applying a business rule to append and send response. Response text appears twice in email. Content (required): I've created a rule that will append standard te…
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change Esclation on message Templates into another nameSummary: we need to change the name of the Message Template as in the below is that double and how ?? thank you Content (required): Version (include the version you are …
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can one answer assigned to multiple agents or to all agents in a specific profileSummary: I need to assign one answer to multiple agents as I created a rule when the status changed to review the the answer assigned to the checker account, and he got …
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Send Notification to all agents when new Product/Category or Answer CreatedSummary: the agents need to get notification when new Product/Category or Answer Created is that possible and how? Content (required): Version (include the version you a…
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Importing/copying Opportunity StrategiesSummary: How to copy/duplicate/import Opportunity tracking Strategies Each year we create new strategies (with multiple stages in each) that are very similar , often onl… -
Automatic send Notification when create Product, Category or Puplish an answerSummary: we need to automatic send Notifications when any new product, Category or new Answer or even we edit an existing answer is that possible Content (required): Ver…
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Organization Relationship for Guest UsersSummary: How do I create a relationship between a guest user incident to an existing organization without making the user a contact for that organization? We have user t…
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i need to add/Remove filter from search screenSummary: I need to remove/edit/add Filters on the search screen as in the below screenshot also to edit the status contents to make some fields not visible to some profi…
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SLA Response Due Date are not populating automaticallySummary: Content (required): Hi All, Here my issue is, I'm getting an Incorrect date in Initial Response Due. I have configured 600 in Response Requirement, but at an in…