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Requiring the end-user to search or view an answer
Answer ID 738   |   Last Review Date 05/28/2022

How can I require the end-user to search for or view an answer before submitting an Ask a Question request?


Customer Portal, End-user Search


On your end-user pages, you can require that people either perform a search or view an answer before the Ask a Question tab or Chat Assistance page displays.  This encourages your site visitors to search for information first before they submit an incident or chat request.

The method for implementing this depends on which end-user pages are used with your site.

Customer Portal Page Set

Conditional attributes allow you to hide the Ask a Question tab on the template until the customer has viewed a certain number of answers or conducted a certain number of searches.

The code structure for the RN Condition page tags looks like this.

<rn:condition attribute="value">
[Content is displayed when condition attribute is met]

The content between the condition tags is displayed only if the specified condition is met. Otherwise it is hidden.

For additional information on this topic, refer to the 'Applying Page Conditions' section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.