What documentation is available for Oracle Service Cloud Products?

The Oracle Service Cloud documentation includes detailed help for product configuration and customization, installation and upgrade procedures, release notes and service pack information, archived versions for previous releases, and additional guides.

Note: As of the August 2014 release, Oracle RightNow CX is referred to as Oracle Service Cloud.

Installation and upgrades

  • The system requirements include information about operating systems, browsers, and environmental configuration requirements.
  • The Deployment Guide describes the client deployment and includes procedures for downloading, logging in, and configuring custom deployment options.
  • The HMS Guide contains the most recent procedures for using HMS to upgrade hosted customer sites. (The HMS Guide is published independently of quarterly releases.)
  • The Upgrade Guides lead you through the specific upgrade procedures that apply to your installation.

Documentation versions

Select your product version from the list to see all documentation for that release.

Enhanced Service Console demo

The Enhanced Service Console Enablement demo highlights the benefits from upgrading to the enhanced Service Console, with features added in the May 2014 release and all subsequent releases.

Additional guides

  • The Accessibility Interface Guide (PDF) provides information about using the accessibility interface, a non-graphical interface that lets staff members add and edit contacts, organizations, incidents, and answers through keystroke navigation.
  • The Security Practices Guide (HTML | PDF) discusses security issues and provides specific information about configurations that address product security.


Documentation references regarding the accessibility status within our products may not be up-to-date. For current information regarding our approach to accessibility, please consult Oracle’s Accessibility Program.

Would you like help collecting this information?

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Comments (13)

  • Rating:   100% (+2/-0)
    Geoff Stroud
    11/26/2012 05:41 PM

    The System Requirements link above is a dead link.

  • Colin McWilliams
    03/26/2013 01:46 PM [Edited]

    *** Please refer to my comment at bottom of this thread. ***

    Previous post:

    It appears to work now. Thanks.

  • Jordi Merejo
    02/16/2013 05:02 PM

    Where is documentation for CX Feb 2013?

    • Colin McWilliams
      03/06/2013 02:30 PM

      Hi Jordi. The documentation for February 2013 was officially released on the general availability date of February 18. A link has been added above to Answer 5496, which contains links to all of the documentation for the new release. Let me know if you have any further questions.

  • katy feng
    02/17/2013 07:33 PM

    The System Requirements link above is a dead link.

    • Colin McWilliams
      03/26/2013 01:46 PM [Edited]

      *** Please refer to my comment at bottom of this thread. ***

      Hi Katy,

      I'm unable to reproduce the issue you mentioned regarding the System Requirements link. It is possible that there was some form of maintenance going on on 2/17 when you attempted to access it, but it appears that the link is currently working. Here is the URL for the answer in case you're still having problems.


      Let me know if I can assist you further.

  • Dheeraj K
    03/08/2013 12:26 AM

    The System Requiement link is still a dead link.....

    • Colin McWilliams
      03/26/2013 01:46 PM [Edited]

      *** Please refer to my comment at bottom of this thread. ***

      Previous post:

      Hi Dheeraj,

      Upon review, I'm still able to access the link in question, but I did determine that you must be logged in to view Answer 31 containing the system requirements information, as that answer is currently set to a non-public access level. However, I'm assuming you (and the others above) were logged in since when you made the attempt, since it would have also been required to post a comment in this thread.

      I am continuing to investigate the issue. In the meantime, could anyone who is still experiencing the issue please reply with their browser/OS version? You might also try a direct search for the term '31' which should display the answer if access level is not an issue.

      Thank you,

      Colin McWilliams
      Oracle RightNow Documentation Team

  • Christian Steimberg
    03/26/2013 11:43 AM

    Hi. Access to System Requirements is still down. I'm using IE 9 with Windows 7. Is there other way to get that documentation? I need some document in which i can find information about how the client console communicates with the cloud, since we have a proxy and it seems like the proxy is blocking the communication beteween the console and the cloud. Can you/someone provide some doc or information regarding that topic. Thanks!

    • Colin McWilliams
      04/01/2013 01:09 PM [Edited]

      Hi Christian,

      I don't think we have specific documentation on that topic, but there is an answer in our knowledge base that may suit your needs.


      If you need assistance beyond what is available in our knowledge base, please submit an assistance request with details and the Customer Care team will be happy to assist you.

  • Colin McWilliams
    03/26/2013 12:37 PM [Edited]

    Hello everyone,

    Apologies for the delay in responding to this issue. I have confirmed that the System Requirements link (Answer ID 31) should be accessible to everyone who has been granted the appropriate level of access in the Oracle RightNow support site. If you are unable to access Answer 31, please submit a support request at the following URL and our Customer Care team will be happy to assist you:


    Oracle employees who have difficulty accessing this document are advised to request a copy of it internally from the Oracle RightNow documentation team.


    Colin McWilliams
    Oracle RightNow Documentation Team

  • Bipin Mittal
    12/11/2013 03:08 AM

    The Bookmarks in the pdf format for Nov13 User guide are not set correctly. Many of the links in the navigation section when clicked takes us to wrong section in the document.

    • Colin McWilliams
      12/11/2013 10:03 AM [Edited]

      Hi Bipin,

      Are you accessing a copy of the PDF that has been downloaded to your desktop, or are you viewing it within your browser window?

      We've checked to ensure the bookmarks work correctly and we were unable to reproduce the issue when viewing the file after downloading it to the hard drive. However, when attempting to load a very large PDF in a browser window, it is not uncommon to experience the issues you've reported -- not sure why, but I suspect it's a memory management issue.

      Here is a direct link to the November 2013 User Guide pdf file. Please try downloading it to your desktop and opening it from there, and let me know if you have further difficulties.



      Colin McWilliams
      Manager, Oracle RightNow Information Development

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