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.
What does the 'Off the Record' button do?
Environment:
B2C Service Chat, Feature - Off the Record
Resolution:
When you send a message as 'Off the record' the agent will get your response, but the text will not be stored in the database. An example of a good use for this would be for a customer to confirm information such as a Social Security or Credit Card Number.
Click to enlarge image
Customer Portal
<inlay-oracle-chat-embedded id="chatInlay" class="inlay"site-url="yoursitename.widget.custhelp.com"off-the-record-enabled="true"></inlay-oracle-chat-embedded>
You can also enable the off-the-record-patterns attribute if you want to automatically detect and send the chat message as an off the record message, for either credit card or social security numbers.
For additional details, see Oracle Inlay Registry > Inlays > inlay-oracle-chat-embedded > Attributes.
Web Chat for Service (WCFS)
This feature is disabled by default with WCFS
To add the Off the record button you will need to edit the Web Chat component in Engagement Engine > Feature Flags > Enable Off the Record > check the box
You can also enable the Functionality Configuration > Off The Record Patterns if you want to automatically detect and send the chat message as an off the record message based on a pattern: built-in ones are 'creditCard' and 'socialSecurity', custom ones are any valid regular expression string.
It is also possible to consider all messages off the record by default. For steps to enable this functionality, see Answer ID 9641: All the chat conversations between agent and end-user appear as 'message removed' in the chat transcript