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Best practices for configuring and using Oracle Service Chat
Answer ID 2189   |   Last Review Date 03/08/2019

What are the best practices for configuring and using Oracle Service Chat?

Environment:

Oracle Service Chat
Oracle Service Cloud

Resolution:

The following elements and features define requirements and configurations to ensure that your Oracle Service Chat implementation runs in as efficient and stable manner as possible:

Environmental Configuration: Ensure that your environment is configured in accordance with our Infrastructure guide, available from Answer ID 31: Oracle Service Cloud Infrastructure Requirements



Connectivity: Ensure that your site has sound connectivity, internally and externally. Oracle RightNow Chat is much more sensitive to connectivity issues than most other applications due to its requirements for continuous connectivity.

The Environmental Configuration Guide, referenced above, defines specifications for success in this area. In addition, the Workstation and Network Data Collector (oscinfo.bat file) is a useful tool in collecting information about your agent workstations and network performance. The oscinfo.bat file can be downloaded from Answer ID 2412: Workstation and Network Data Collector.

Current Oracle Service Cloud Version: Ensure that you are running the latest version of the Oracle Service Cloud solution. Each version release includes several improvements which contribute to the overall usability and stability of your Oracle RightNow Chat application.

Creating Incidents from Chats: Refer to the 'Creating incidents from chat sessions' section in the online documentation. Flexible Incident Editing - Options are found in the Chat workspace.

See related answer: Chat Flexible Incident Editing

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