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.
Environment: Knowledge Foundation
Answers, Phrase Searching
Resolution:
When searching for a word or phrase, the answers on your end-user pages are typically sorted by the weight field, which is a calculation as to how well and how often the search words are used in the answer. That is, the answers that have the highest calculated weights are listed first in the results with answers that have lower weights displaying further down in the search results.
You can use the Search Priority Words feature to fix an answer to always display with any search that is performed, regardless of whether the answer includes the search term or not. When you configure a priority word with the Always Show checkbox enabled, that answer (or Web document) will always display when a search is performed. The answer will display in a separate section on the answers list page named Recommended Links.
The path to configure search priority words/topic words is: Go to Configuration > Service > Knowledge Base > Search Priority Words.
For more information on setting up topic words, refer to Answer 2492: Configuring Topic Words.
You can also use the Display Position, and choose Fix at Top, this will fix the answer at the top of the list regardless of the search being done.
For additional information, refer to the 'Edit the Search Results Page' 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.