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 does credit card number and social security number masking work in the PCI pods?
Environment: PCI pods (Includes US Federal Government pods) Resolution: Masking Primary Account Numbers (PANs), i.e. credit card and social security numbers, is a data protection feature for sites in the PCI pods. By default, PANs will be masked on the user interface in any field when accessing the site via the Agent Desktop Console or Browser User interface. These numbers are only masked on the display and not at the data level. Example: ****-****-****-**** or ***-**-****
This masking should not be confused with the Incident Thread Masking or the Chat Enhanced Business Rules Masking capabilities. These other two features are configurations you setup to remove credit card or SSN from being saved with your data. Additional helpful masking information:
-Credit card and SSN masking is enabled by default but if you want to view either or both you can submit a Service Request and let us know the type of adjustment you are requesting. Credit card and SSN masking is interface specific for incidents and site wide for chat. - If your site uses a certain pattern of numbers which should not be masked, we can potentially add that to an exception rule with a request from you with the specific number pattern. -The masking mechanism will scan everything (subject, body, custom fields, report output values, etc). -Since forwarding incidents, results in sending emails outside the Oracle B2C Service application, it is not recommended to forward incidents outside of your organization. Credit card and SSN numbers will not be masked outside of B2C. Therefore, if an agent replies to an incident with a credit card number or SSN, while it will appear masked on the agents display, the customer would see that information in the email received. - The pods use Luhn algorithm (checksum formula) to determine whether the number is a credit card number.
-Credit card and SSN masking is enabled by default but if you want to view either or both you can submit a Service Request and let us know the type of adjustment you are requesting. Credit card and SSN masking is interface specific for incidents and site wide for chat.
- If your site uses a certain pattern of numbers which should not be masked, we can potentially add that to an exception rule with a request from you with the specific number pattern. -The masking mechanism will scan everything (subject, body, custom fields, report output values, etc). -Since forwarding incidents, results in sending emails outside the Oracle B2C Service application, it is not recommended to forward incidents outside of your organization. Credit card and SSN numbers will not be masked outside of B2C. Therefore, if an agent replies to an incident with a credit card number or SSN, while it will appear masked on the agents display, the customer would see that information in the email received. - The pods use Luhn algorithm (checksum formula) to determine whether the number is a credit card number.
For more information on implementing in a regulated environment such as PCI or HIPAA, please see Answer ID 9570: Guidance for Implementing in PCI or HIPAA Service Cloud Environment for specific deployment considerations.
See also Answer ID 7856: Social Security Number not getting masked in chat transcript for more information on masked formats.