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:
Staff account name displayed in Chat Oracle B2C Service
Resolution:
This is due to the information contained in the "Display Name" portion of the Agent's account within Oracle B2C Service.
Please note this is in reference to the Agent's name, eg: "Sammy Smith: Hi, how may I help you today?" and is not in reference to when a standard text being used as a greeting. (eg: "Sammy Smith: Hi, my name is Sammy Smith, please allow me a moment to review your question.")
To change the Display Name:
1) Login to your Oracle B2C Service console with an account that has sufficient privileges to edit a Staff Account. 2) Select Configuration -> Staff Management -> Staff Accounts by Group (or Profile, etc). 3) Open the Staff Account you wish to edit. 4) Select the "Display Name" field and adjust the name as necessary. 5) Save & Close.
If you adjust the display name in the middle of an agent's shift, you may need them to clear the Oracle B2C Service Cache (see answer below) and have them log off and back in to ensure that their console will load the new display name. Please see Answer ID 2785: Rebuilding your local application cache.