System Admin and Configuration
Discussion List
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Knowledge Advanced (KA) Authoring and Search Administration components are deprecated in the .NETSummary: Knowledge Advanced (KA) Authoring and Search Administration components are deprecated in the .NET Agent Console Content (required): Environment: Oracle B2C Serv…Peter Tebbenhoff -Oracle 11 views 1 comment 0 points Most recent by Megan Akins-Support-Oracle General Technical Discussions -
Knowledge Advanced - feedback process (2)Summary: Feedback communication between content writers / owners and users - how to enable this on the Portal? Content (required): I've seen an option to 'Acivate discus… -
How is Co-browse quantified?Summary: How is Co-browse quantified? Content (required): I'm wondering if anyone knows how Co-browse is quantified as far as keeping track of how often it is used. For … -
How can i add the custom drop down only menu in workspace?Summary: I created a custom drop-down only menu in Custom Object from .Net, and I want to add it to my incidents workspace. But I am not able to see it from the Insert f…Vincent Lin 11 views 7 comments 0 points Most recent by Nika Gerson Lohman General Technical Discussions -
File Attachment Agent console shows up for Inlay Chat but not from chat_launchSummary: File attachement icon for agent side shows for Agent when user is connected from Inlay but not from chat_launch form screenshot attached Not Working - Chat Init… -
How to edit the Incident Channels - like changing labels.Summary: The Field Incident.ChanID has a lot of options including "Instagram Public", "Instagram Private", etc. Content (required): The Ask is that How do we edit the Op…Lakshay Bhalla 11 views 9 comments 0 points Most recent by Lakshay Bhalla General Technical Discussions -
How to Select holidays in SLA in bulkSummary: Hi, We have around 300 SLA defined in the system and we need to map Holidays to it .Holidays have been added in the system . Is there a way we can do this witho… -
How to move Answers to a new rule state without editingSummary: The system puts existing Answers into the initial state when new Answer rules are deployed for the first time - how do I get them to process and move to the cor…Scott Heidenreich 11 views 6 comments 0 points Most recent by Scott Heidenreich General Technical Discussions -
Can Contact Notes be added as Rich Text?Content (required): Can Contact Notes be added as Rich Text instead of Plain Text? Version (include the version you are using, if applicable): Oracle B2C Service 21DBill R. 1 view 1 comment 0 points Most recent by Srinath Srinivasan-Oracle General Technical Discussions
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In BUI Chat interaction, how to automatically close the chat panel when chat is done.Summary: Content (required): In BUI Chat interaction, how do you automatically close the chat panel when chat is done. In BUI once you are done with a chat and have no n… -
In BUI chat interaction, can we change the time from military to 12hr?Summary: Content (required): In a BUI chat interaction, can we change the time from military to 12hr? On each piece of the chat conversation, there is a timestamp that i…
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Moved: Need to know Table information for Proxies screenThis discussion has been moved.Srinath Srinivasan-Oracle 1 view 0 comments 0 points Started by Srinath Srinivasan-Oracle General Technical Discussions -
How to disable certain types of notifications?Summary: Our frontline agents receive a notification when an incident assigned to the specific agent is updated etc. However, they don't need this feature so we would lo…Trine Larsen 11 views 12 comments 0 points Most recent by Trine Larsen General Technical Discussions -
Routing incidents to specific interfacesSummary: I'm looking for information on how to set up biz rules or such to ensure incidents are routed to & show only in the proper interfaces Content (required): For ex…
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Auto assigning Incident Queue from a ChatSummary: We have our Chat Interaction workspace that successfully populates the Chat Skill (products) and the Chat Queue. In the related Interaction Workspace, the produ… -
Dedicated channel for MessengerSummary: We have embed a custom Live chat functionality on a support website through which customers can chat with the agents. The chat initiated by a customer is assign…
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Escalation isn't triggering for new rule stateSummary: I have a two level escalation for Answers. The first level escalates fine. But the second one will not. Content (required): I am trying to set up escalation rul…Scott Heidenreich 1 view 1 comment 0 points Most recent by Scott Heidenreich General Technical Discussions
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BUI vs .NET and rule to send survey when solvedSummary: Business rule that sends a survey when the status is solved works differently in .NET vs BUI Content (required): This problem just started happening in the BUI …
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Preventing Content Authors from Overwriting Each OtherSummary: Searching for a way to prevent or alert content authors overwriting. Content (required): We have multiple content authors all collaborating on writing answers. …
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Setting Channel ID to new incidentsSummary: We have some incidents that have "no value" in the Channel ID field. Our End user and OPA sourced incidents do no have a "Web" channel id assigned. Content (req…
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Site Backup DocumentationWe are looking to gain a better understanding of how Oracle backs up data for our B2C site. How often is the site backed up? What is included in the backup? Is there any…
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Custom Object Rule LogSummary: Hi, Where can we find the Custom Object Rule Log . The .net console shows only the rule log for the standard objects. If we have created a rule on a custom obje…
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Messages Tab and Response By TypesContent I have received the below request and wondering if this is even possible with configurations, guided assistance or workflow? I've looked at workspaces and don't …
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Removed Links in Question Receipt emailContent (required): Hi All, For some reason OSvC removes the links in the Question Receipt email. So whenever customer sends us a link, we're able to see this link, as o…Pawel Strychocki 1 view 2 comments 0 points Most recent by Pawel Strychocki General Technical Discussions
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Child Incident Category from ParentSummary: Child Incident Category from Parent Content (required): Hello, I'm wondering when a child incident is created, is there a way that it can automatically have the…
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UGH... Custom field capContent This is an issue that goes back decades with Service Cloud. Our site has been at the max custom field limit for years. Has there been any workarounds to expandin… -
In message templates is it possible to collapse or hide the incident thread?Summary: Content (required): I'd like to have a button or a link to click to view/expand the full incident thread. Something like what you see when an email message gets…
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Limit Custom Object record visibility using Record TypesSummary: I have create a custom object and want to limit who can see which records. Some users can see all while others users can only see a restricted set. Content (req… -
How do I get a new incident to assign a contact based on the email from Ask-a-Question?Summary Content (required): We do not require users to be logged in to ask us a question in the customer portal. However, they do have to give us an email address. If th…
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Custom script not triggered from action defined in BUI Enhanced Business RulesSummary A custom script is not triggered by the defined action in the BUI Enhanced Business RuleContent Hi there, Have a 'set escalation' and 'escalation' rule setup acc…