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For increased security and a more seamless experience with other Oracle portals, we are happy to announce the planned rollout of Single Sign-On (SSO) for the B2C Service Support portal, cx.rightnow.com, scheduled for Saturday, May 3, 2025.  On that date, the support portal will integrate with Oracle corporate SSO for authentication.  Please read this notice carefully as action may be required to ensure you have access after SSO is enabled.

Oracle SSO uses your email address as your user name and when cx.rightnow.com moves to SSO, it will align with that standard.  To be ready for SSO, please review the following:  

1. You likely already have an Oracle SSO account.  You can verify this by logging into support.oracle.com.  If you do not have an account, you can make one through support.oracle.com, and you can either associate it with a support.oracle.com customer account or create a stand-alone login.  There are instructions here for how to set up an account with the various options.  You do not need to be associated with a support.oracle.com subscription to be able to get access to cx.rightnow.com, but it is recommended in case you ever need to contact Oracle Support for non-B2C related issues.    Stand alone accounts can also be made through profile.oracle.com and can be self-serviced without an admin - as long as your email address matches you will automatically have the access already given to your account on cx.rightnow.com.
2. Ensure that your contact record in cx.rightnow.com has a login or email address (preferably both, but at a minimum the email address), which corresponds with your Oracle SSO account and which you have acces to.  You can check that on the Account Settings page.  If you do not have an account on cx.rightnow.com that corresponds with an Oracle SSO account, you will lose access to cx.rightnow.com on May 3rd.
3. Set up two factor authentication (2FA).  This will be required on login to cx.rightnow.com and will default to the email address associated with your Oracle SSO account.  You can also add a phone number for 2FA via signon.oracle.com.  

If after cutover you find that you are referred to an SSO error page when attempting to log in:

1. Contact your support administrator to ensure that you have an enabled support account associated with the email address you use for Oracle SSO.
2.  If your administrator is unavailable or you are unable to resolve the issue, please email cx_access@mailac.custhelp.com so that we can assist you with your account manually.  Do note that we will only be able to assist you with logging into the support account associated with your email address.  For security reasons, we can not provide access to accounts we can't verify your ownership of.  

Some additional considerations:

• If you have multiple support accounts for multiple B2C Service subscriptions, ensure that they have unique email addresses and that you have an Oracle SSO login for each one.
• As always a best practice is that contact managers should periodically review the list of contacts who have access to their cx.rightnow.com support organization to ensure that no users are enabled there who should not be enabled.  This can be done through the Contact Management page.  It is your responsibility to ensure that the users on that Contact Management page are up to date.
• Generic accounts that have distribution lists as their email address are a security risk and are highly discouraged, as they always have been.  If you have been managing your service requests through a generic account, the policy continues to be that you need to configure a separate account for each individual who has access.  Please do not contact Oracle B2C Support about how to enable a generic account for SSO.
• Support.oracle.com manages visibility through association with a Customer Service Identifier (CSI).   Associating users with your CSI in support.oracle.com will not automatically associate them with your organization in cx.rightnow.com. Cx.rightnow.com will continue to manage visibility through the Contact Management Page.  
• The legacy enduser compliance dashboard located at https://hms.custhelp.com/csi/enduser_compliance.php will no longer be accessible after the enablement of SSO.   If you're looking for your subscription usage metrics, there is information here on how to find them.
• This notice also applies to the Japanese (cx-jp.custhelp.com), Spanish (cx-sp.custhelp.com) and Portuguese (cx-pt.custhelp.com) interfaces of the site.
• Parter visibility will continue to function as it did before.  No additional action is necessary to re-enable partners to see or manage service requests on your behalf if you've already provided them that access, and new access grants go through the same system as before.

Additional Security Enhancements Coming Soon:
-     A new phone verification system for cx.rightnow.com is coming out shortly.  When this is live, users who call into the B2C Service support hotline will be expected to provide the access code sent to the email address of a contact with permission to update the incident.
-     Creation of service requests will soon be limited only to users who are authenticated into cx.rightnow.com.  Service request creation over email will be disabled.  Service request update over email will continue to function.

You are welcome to email cx_access@mailac.custhelp.com before the cutover date if you have questions or concerns about the upcoming changes