Search

Browser UI and

Technical Support

To find product version in the Browser UI,

• Under the Settings and Actions icon in the upper right corner, select About.

To find product version in Technical Support,

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Then select Site Information.

To submit a service request,

• Visit https://cx.rightnow.com/app/ask
• Or visit https://cx-backup.custhelp.com (if cx.rightnow.com is unavailable)

For a listing of all service issues you have submitted,

• Visit https://cx.rightnow.com/app/account/questions/list.

Helpful Resources:

• Answer ID 9699: Submitting a Service Request to Oracle B2C Service Technical Support
• Answer ID 11095: How do I submit service requests if cx.rightnow.com is unavailable?
• Answer ID 2543: Contacting Oracle B2C Service Technical Support Services
• Answer ID 9698: Oracle B2C Service Technical Support Services Guide

To see Incident SLT information,

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Select My Support Experience Dashboard.
4. Then select Closed Service Requests.

To see Uptime information,

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Select Site Information.

To manage mailboxes in Configuration Assistant,

1. Visit Cloud Portal.
2. Select Configuration Assistant.
3. On the Sites tab, select the Site Operations menu for a site, select View Site Details, and select Mailboxes.

NOTE: VCIO limited you to only Service mailboxes, but Configuration Assistant allows you to manage Outreach mailboxes, too.

Helpful Resources:

• Answer ID 331: Setting up mailboxes in Oracle B2C Service
• Answer ID 7537: Oracle B2C Service Configuration Assistant on Oracle Cloud Portal
• Answer ID 10373: How to Access Configuration Assistant

Events that impact service status are communicated through email to contacts configured to receive them. To manage contacts,

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Then select Contact Management.

Helpful Resources:

• Answer ID 5722: Oracle B2C Service Maintenance FAQs
• Answer ID 1560: Using the Contact Management page to add or update designated contacts

Planned outages, unplanned outages, and update notices are communicated through email to contacts configured to receive them. To manage contacts,

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Then select Contact Management.

Helpful Resources:

• Answer ID 5722: Oracle B2C Service Maintenance FAQs
• Answer ID 1560: Using the Contact Management page to add or update designated contacts
• Answer ID 10373: How to Access Configuration Assistant

License Compliance Dashboard*

To see Database Storage metrics,

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Select License Compliance Dashboard.
4. For your site, choose "Compliance Report" and "All Items", and then select Generate Report.
5. In the Usage Report, expand Database Storage.  Hover over the right-most data point in the chart to see the latest value.

Helpful Tip:

• To export the data, select Export Site Compliance in the upper-right-hand corner of the Usage Report, which creates an Excel spreadsheet that contains historical metrics for Database Storage, File Storage, and Bandwidth.

To see File Storage metrics,

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Select License Compliance Dashboard.
4. For your site, choose "Compliance Report" and "All Items", and then select Generate Report.
5. In the Usage Report, expand File Storage.  Hover over the right-most data point in the chart to see the latest value.

Helpful Tip:

• To export the data, select Export Site Compliance in the upper-right-hand corner of the Usage Report, which creates an Excel spreadsheet that contains historical metrics for Database Storage, File Storage, and Bandwidth.

To see Bandwidth metrics,

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Select License Compliance Dashboard.
4. For your site, choose "Compliance Report" and "All Items", and then select Generate Report.
5. In the Usage Report, expand Bandwidth.  Hover over the right-most data point in the chart to see the latest value.

Helpful Tip:

• To export the data, select Export Site Compliance in the upper-right-hand corner of the Usage Report, which creates an Excel spreadsheet that contains historical metrics for Database Storage, File Storage, and Bandwidth.

Technical Support

To see other metrics, like:

• Admin Total Bytes
• Admin Total Hits
• Admin Average Load Time
• End-user Total Bytes
• End-user Total Hits
• End-user Average Load Time

 do the following:

1. Log in to https://cx.rightnow.com.
2. Select Site Tools.
3. Select Site Information.