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 do I prefill the standard or custom field with a hidden or visible value?
The Web Chat for Service widget can be opened passing default connection data before starting the conversation without any end-user interaction. You can hardcode values or pass them dynamically through a variable.
When bypassing values automatically, keep in mind that the end users can change these values if you set the fields to be visible on the pre-launch form. For a complete guide on how to add fields to the pre-launch form, see Adding fields to the pre-launch form in WCFS.
If you add the field values to your web chat component and also to your rule action, whatever you have configured in your rules will take priority over the component.
Configuration guidance
From the Web Chat Component
From the Rules
Example 1:$[[connectionData]]Note: connectionData is a variable on the page containing connection data object with properties such as firstName, lastName, email, productId, categoryId, subject. Example 2:{ "firstName": "$[[firstName]]", "lastName": "$[[lastName]]", "email": "$[[email]]", "subject": "$[[subject]]", "productId": "$[[productId]]", "categoryId": "$[[categoryId]]" }Note: firstName, lastName, email, subject, productId, categoryId are page variables.Example 3: { "subject": "hello", "firstName": "$[[cFirstName]]", "lastName": "$[[cLastName]]", "email": "$[[cEmailAddress]]", "productId": "", "categoryId": "3", "customFields": [{"name":"dainterface", "value": "$[[VariableInstance]]"},{"name":"membership_id","value":"member1234"}]} Note: firstName, lastName, email are page variables. subject and categoryId get filled with a hardcoded value. productId is left bank. Custom fields are defined in an array. dainterface get filled with a page variable (eg. interface name). membership_id gets filled with a hardcoded value.See also this post in Cloud Customer Connect: Populate Engagement Engine EE Web chat prelaunch email field with logged in email
Example 1:$[[connectionData]]Note: connectionData is a variable on the page containing connection data object with properties such as firstName, lastName, email, productId, categoryId, subject.
Example 2:{ "firstName": "$[[firstName]]", "lastName": "$[[lastName]]", "email": "$[[email]]", "subject": "$[[subject]]", "productId": "$[[productId]]", "categoryId": "$[[categoryId]]" }
Note: firstName, lastName, email, subject, productId, categoryId are page variables.
Example 3: { "subject": "hello", "firstName": "$[[cFirstName]]", "lastName": "$[[cLastName]]", "email": "$[[cEmailAddress]]", "productId": "", "categoryId": "3", "customFields": [{"name":"dainterface", "value": "$[[VariableInstance]]"},{"name":"membership_id","value":"member1234"}]} Note: firstName, lastName, email are page variables. subject and categoryId get filled with a hardcoded value. productId is left bank. Custom fields are defined in an array. dainterface get filled with a page variable (eg. interface name). membership_id gets filled with a hardcoded value.
See also this post in Cloud Customer Connect: Populate Engagement Engine EE Web chat prelaunch email field with logged in email