B2C Service
Discussion List
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How to Find Migrated Knowledge Articles by Answer ID in Fusion ServiceThis article explains how to create an OTBI analysis to find a Knowledge article using its Answer ID. The analysis returns the document ID, which users can then search i… -
How to Print a Service Request record similar to the RightNow Incident Print ActionThis article explains how to add a Print Service Request action to the Oracle Fusion Service Redwood SR details page using Visual Builder Studio. Similar in purpose to t…
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CP to DCS Migration Jump StartWe have an AI-assisted migration tool designed to jump-start the transition from RightNow Customer Portal (CP) to Fusion Digital Customer Service (DCS). It migrates a Ri… -
Configure Quick Search in Redwood Service Center Using Visual Builder StudioQuick Search allows service agents to search for service requests, contacts, and accounts from a side panel within Redwood Service Center. Users select an object, enter …Akshara Balamurugan-Oracle 34 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Browser Control Implementation in Fusion Service CenterThis guide shows three ways to host external content in Service Center similar to how Browser Control works in RightNow. Each method uses a customer section in the SR De…
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Block Service Request Creation through Email channel in Fusion ServiceImplementation guide for the Service Request object validation rule. The rule rejects a new SR created from an inbound email while allowing email messages to update an e…
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Customised Product Picker in SR details pageThis guide describes a custom Product picker on the Oracle Fusion Service Redwood Service Request (SR) details page, implemented in Visual Builder Studio (VB Studio). Us…Akshara Balamurugan-Oracle 81 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Accessing RightNow Archived Incidents migrated to ADW in Fusion ServiceThis post enables the display of RightNow archived incident details in Fusion Service Center. Agents can search for incidents based on Subject, Severity, Status, and add…Akshara Balamurugan-Oracle 16 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Accessing RightNow Audit logs migrated to ADW in Fusion ServiceThis discussion outlines the steps required to access B2C (RightNow) Incident Audit Logs migrated to ADW within Fusion Service. Assumption: After migration, the RightNow…Akshara Balamurugan-Oracle 46 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Migrating Archived Incidents and Audit logs from RightNow to ADW using AIDPThis white paper presents a practical architecture for retaining historical service data as part of a RightNow-to-Fusion migration. It covers transforming archived incid…Akshara Balamurugan-Oracle 39 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Service Product to Product Group Relationship Mapping Fix for Manually Created Product GroupsBackground During Service Product migration, RAMP creates product group hierarchy records in Fusion using the Service Product -> Product Group Relationship object mappin…
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Remove Service Request Updates in Activity FeedThe Following steps can be followed to remove the SR updates on activity feed and only keep the meesages in the feed. Do a GET Rest API call to identify the "FeedType"="…Akshara Balamurugan-Oracle 15 views 0 comments 1 point Started by Akshara Balamurugan-Oracle Fusion RAMP
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Copy Service Request Attachments to Message in Fusion while migrating from RightNowDuring migration from Oracle B2C Service (RightNow) to Fusion Service, attachments associated with message threads are migrated successfully but are stored at the Servic…Akshara Balamurugan-Oracle 50 views 0 comments 1 point Started by Akshara Balamurugan-Oracle Fusion RAMP
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RightNow to Fusion Service Migration Guide and ResourcesThis post brings together reusable solutions, implementation patterns, and supporting resources for customers and partners migrating from Oracle B2C Service, also known …