Search for existing answers to your product and support questions.
Familiarize yourself with our support site and learn best practices in working with our team.
Manage Service Requests, View and update service requests submitted by you and others in your organization.
Submit a new issue to our technical support team.
Oracle B2C Service insights from our Technical Support team subject matter experts
Browse resources to assist you in launching your implementation and ensure a successful go-live.
Access your OCI account.
Find product documentation for supported versions of B2C and documentation libraries for related service solutions.
You will have the tools to improve your customers' experience when you learn about all the things our products can do.
Find links for API documentation, Custom Processes, Customer Portal, and Agent Browser UI Extensibility Framework.
Explore how accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle B2C Service.
Prepare for a successful transition by reviewing upcoming release changes and enhancements.
Explore webinars, events, and feature kits to learn about B2C Service features, functionality, and best practices from the technical experts.
Oracle MyLearn offers a portfolio of free and paid subscription-based learning resources to help you gain valuable skills, accelerate cloud adoption, increase productivity, and transform your business.
Empower your team with the skills to implement, configure, manage, and use your applications with Customer Experience Cloud Training.
Our goal is to facilitate a friendly, supportive environment where members can easily collaborate with each other on solutions and best practices.
Ask and answer questions specific to B2C.
This is an exciting resource intended to help with your Oracle Service Cloud Analytics.
Share product improvement ideas and enhancement requests with Oracle Development, while collaborating with other Oracle customers and partners.
Update your phone number, email notification preferences, and severity 1 and severity 2 contact preferences.
View the contact managers within your organization.
Find contact information of the Technical Account Manager (TAM) and Client Success Manager (CSM) for your organization.
Environment:
SmartAssistant, Configuration Settings, All versions
Resolution:
Two configuration settings allow you to restrict SmartAssistant suggested solutions to be the same product and/or category as the incident values.
Enabling the SA_SUGGEST_LIMIT_PROD_LVL configuration setting and the SA_SUGGEST_LIMIT_CAT_LVL configuration setting restricts SmartAssistant suggested answers for a particular incident to public answers that have the product/category (and sub-product/sub-category) specified.
The accepted values are:
0 - do not restrict 1 - restrict by product/category submitted 2 - restrict by product/category and first sub-product/sub-category submitted 3 - restrict by product/category and first two sub-products/sub-categories submitted 4 - restrict by product/category and first three sub-products/sub-categories submitted 5 - restrict by product/category and first four sub-products/sub-categories submitted 6 - restrict by all levels of product/category submitted
Default value is 0.
Note: If SA_SUGGEST_PROD_LVL or SA_SUGGEST_CAT_LVL is 1, when no product/category is specified for a particular incident, then suggested answers are not restricted. If SA_SUGGEST_PROD_LVL or SA_SUGGEST_CAT_LVL is 2, when a product/category is specified and a sub-product/sub-category is not, then suggested answers will only be restricted by product/category.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.