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 are answers ranked / scored?
Environment:
Answers Oracle B2C Service
Resolution:
The score is calculated from the static score and the solved count from both customers and agents, including a combination of long-term and short-term solved counts. By default, solved counts from the web portal (customer's experiences) account for 75 percent of the score, and agent scores account for 25 percent. Over time, an answer's solved count gradually declines as it is viewed less frequently.
Answers which have a fixed "display position" will not be affected by algorithms, unless their display position is subsequently changed to a non-fixed position.
Click this drop-down menu to determine the answer's display position on the customer portal.
Historical Usefulness
Select this option to use customer feedback to adjust the ranking of the answer.
Place at Bottom
Select this option to place the answer at the bottom of the list by changing the score to be equal to the lowest answer score. The score is then adjusted as the solved count changes over time.
Place at Middle
Select this option to place the answer at a level that is 50% of the highest answer score. The score is then adjusted as the solved count changes over time.
Place at Top
Select this option to place the answer at the top of the list on the Find Answers page by changing the score to be equal to the highest answer. The score is then adjusted as the solve count changes over time.
Fix at Bottom
Select this option to permanently fix the answer at the bottom of the list on the Find Answers page by changing the score to be equal to the lowest answer score. The answer's score will not increase or decrease over time.
Fix at Middle
Select this option to permanently fix the answer at a level that is 50% of the highest answer score. The answer's score will not increase or decrease over time.
Fix at Top
Select this option to permanently fix the answer at the top of the list on the Find Answers page by changing the score to equal the highest answer score. The answer's score will not increase or decrease over time.
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.