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:
Oracle B2C Service User Seats and Product features
Resolution:
The features set available to your agents is dependant on the User Seat purchased or stand-alone purchased products. The site version will determine which features are available. To determine your current version of Oracle B2C Service follow these steps:
1. Open the Oracle B2C Service Administrator Console
2. Click on the application button in the upper left corner
3. Hover over "Help" and then click "About"
4. This will bring up an information screen that will allow you to see the versions of Oracle B2C Service that you are using. For example: Oracle B2C Service August 2016
Click on the User Seat type below to see a listing of the included key features. Please note that some features may only be available in the latest release of Oracle B2C Service.
Documentation for features listed in each section below can be found here: Documentation for Oracle B2C Service Products.
Product tutorials can be found here: Oracle B2C Service tutorials.
Click the next to the appropriate heading below to expand that section for viewing.
Enterprise Contact Center
The following features are the key features included in the Enterprise Contact Center User Seat:
Oracle RightNow Engagement Cloud Service Oracle RightNow Email Management Cloud Service Oracle RightNow Outreach Cloud Service Oracle RightNow Feedback Cloud Service Oracle RightNow Analytics Cloud Service Oracle RightNow Chat Cloud Service Oracle RightNow Guided Assistance Cloud Service Custom Business Objects Oracle RightNow Agent Scripting Cloud Service Oracle RightNow Desktop Workflow Cloud Service Oracle RightNow Single Sign-On Cloud Service Oracle RightNow Thread Auto Masking
Enterprise
The following features are the key features included in the Enterprise User Seat:
Oracle RightNow Engagement Cloud Service Oracle RightNow Email Management Cloud Service Oracle RightNow Outreach Cloud Service Oracle RightNow Feedback Cloud Service Oracle RightNow Analytics Cloud Service Oracle RightNow Guided Assistance Cloud Service Custom Business Objects Oracle RightNow Thread Auto Masking
Standard
The following features are the key features included in the Standard User Seat:
Oracle RightNow Engagement Cloud Service Oracle RightNow Email Management Cloud Service Custom Business Objects
Stand-Alone Chat User
The following features are the key features included in the Stand-Alone User Seat:
Oracle RightNow Chat Cloud Service Custom Business Objects
For a complete listing of Oracle RightNow Cloud Service features please see the Cloud Services Descriptions listed here: Oracle RightNow Services Agreement and Service Descriptions > Oracle RightNow Service Descriptions and Metrics.