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.
How can we have our company's domain name in the "Sent" email address instead of the "@custhelp.com"?
Environment:
Mailboxes, Service and Outreach, Incoming Email, SMTP forward
Issue:
We have an Oracle-managed mailbox used to process Service email requests submitted by our customers. We want our company's domain name to show in the "Sent" email address instead of the "@mail<pod>.custhelp.com" when the email is initially sent and when our customers reply to subsequent emails we send them.
Resolution:
It is possible to redirect email from your mailbox to the hosted mailbox and to also retain the Reply-To address for your own domain.
To do this, there are a couple of steps to follow:
1. First, the Friendly From/Branded Address field of the mailbox you are looking to brand needs to be modified, so that emails sent from Oracle B2C Service to look like they are coming from your corporate domain (i.e. From: support@yourdomain.com).
2. To avoid emails being rejected by the recipients due to authentication issues, DomainKeys and DKIM authentication will need to be setup. Please refer to DomainKeys and DKIM email authentication configuration.
With this setup, when your customers submit email to the SMTP forwarding account that contains your domain name, your system will redirect the email messages to the hosted mailbox, where they are processed by Techmail and turned into incidents. When you respond to one of these incidents, your end-users see the name of your own mailbox in the Reply-To field.
However, when your customers will reply in their mail client to these emails they got, they will see the @custhelp.com address. To have change this so it is also support@yourdomain.com, continue with the next steps
3. Your IT group must configure an SMTP forwarding mail account to redirect messages to the hosted mailbox. For example support@yourdomain.com would be forwarded to support@mailmw.custhelp.com.
4. Go to Configuration > Site Configuration > Mailboxes and set the Reply-To address field for the hosted mailbox to the SMTP forwarding account your IT group configured.
With all four steps complete, when your customers will click reply in their mail client to the emails they got from you, they will see support@yourdomain.com.
Note: The Envelope From / Bounce Address field for the hosted mailbox (Configuration > Site Configuration > Mailboxes) should remain the address of the hosted mailbox, for example support@mailmw.custhelp.com, so that bounce messages are handled correctly.
For more details about the benefits of the mail system that Oracle Service Cloud has deployed, refer to Oracle B2C Service email deployment.
For additional information, refer to the 'Customize the mailing message header' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
Customers migrating to OCI refer to Answer ID 13009: What is E-Domain Management in Configuration Assistant?