We have disabled this option at the profile level, but the Print option still appears when viewing the Contact History tab. Why?

Environment:

Profiles / Analytics
Oracle B2C Service

Resolution:

This option allows a user to print, export, and forward reports.  This is different than having the ability to print, export, and forward records (i.e. incidents and contacts).  For example, let's say an agent opens an incident and goes to the Contacts tab and views the Incident History sub-tab.  The options available (i.e. Open, Add New, Print, Delete, Forward, etc) that appear are in reference to the agent's ability to perform these actions on records within the report being displayed (i.e. incident records).

However, from this same sub-tab, if you select the "Options" menu from the far right, these are the permissions associated with the overall report.  Therefore, if the profile does not allow an agent to print, forward or export, those options will not appear under the "report Options" menu.

If you do wish to remove the record command options, one option you can do is to edit the custom report used in a workspace. (Note: Standard reports cannot be modified and will need to be replaced with custom reports if you wish to implement this option.)  With the report open for editing, select Home > Records.  This allows you to remove specific commands for specific record types within that report.

For additional information, refer to the 'Select Analytics permissions' section in the Online Help User Guide documentation.  To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.