Category 271
Discussion List
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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… -
Is there a way to see which KA file attachment links were clicked?Summary: We are using Knowledge Advanced, and we have some answers with a lot of attachments. We want to know which ones are being used/clicked. I didn't know if I would… -
Markie Awards - We want to put YOU in the spotlight-Nominate now!This year marks the 16th year Oracle will celebrate customer experience (CX), innovation, and excellence in advertising, marketing, sales, service, and e-commerce.It’s a… -
Why are the date and time in my SR's always in PDT when I am based in UKSummary: I have started using osvc in demo support https://demosupport.custhelp.com/AgentWeb/ - I cant seem toi change the date and time format to UTC or BST - its all i…
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Is there a way to change the From field on the Answer Review Template?Summary Is there a way to change the From field on the Answer Review Template?Content Does anyone know if there is a way to change the From field on the Answer Review Te… -
How often does the search re-index Answers?Summary: How often does the search re-index Answers? Content (required): Does anyone know how often the KB search will re-index Answers? Version (include the version you… -
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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Chat Agent File UploadSummary:Chat Agent File Upload Content (required): Hello, The custom configuration CUSTOM_CFG_CHAT_AGENT_FILE_UPLOAD_ENABLE is set to 1. I still don't see a paperclip in…
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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…
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Unpublished Date in Knowledge AdvancedSummary: Report required to show list of unpublished articles with the unpublish date Content (required): Currently trying to create report to show only un published KA … -
How to Edit Page after Unsubscribe Link is clickedSummary: How and where can you edit the language and imagery that user see after they click an unsubscribe link from a mailing Content (required): We noticed that the te…
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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 … -
Knowlege creation & management, web inlays, self-service reports - WEBINARKnowledge Management in Oracle Service Cloud - If you want to explore more on this topic, I recommend you to attend the following Cloud Adoption Webinar, delivered by on…
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Ease of viewing images present as attachments in BUISummary: Possibility of viewing images attached in incidents in single window through navigation by arrow key. Content (required): Possibility to view all pictures in th…
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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 29 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… -
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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Knowledge articles searches statisticsSummary: Is there any table, view or report to show search attempts of users for Knowledge articles? Content (required): When a user searches for a word or phrase in My … -
Create Incident post Sending MailingsSummary: It is possible to create an incident for each contact after a mailing has been sent to them ? Contact mapped to the Mailings will be a static contact list (like… -
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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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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Answer Reviewed Notification doesn't show Variable content from the Internal interfaceSummary: Our Answer Reviewed Notification is using the wrong interface when generating the email so the variables do not display in the Answer 'Solution' section of the …
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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… -
what is the difference between advanced and foundationSummary: Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that support your topic, if applicable):
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Auto retire or re-instate articles based on categorySummary: Functionality to auto retire or re-instate articles based on category. Content (required): Is there a way to automatically retire or re-instate/re-publish an ar…
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Restrict non org email address in sending out an article via Email this PageSummary: Content (required): Is there a way to restrict the non org email address in sending out an article via "Email this page" link in customer portal? Version (inclu…