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:
Chat, Agent Console
Resolution:
Certain agent actions taken during an active chat can cause the associated incidents to not get created. Below is a detailed description of the behavior encountered in certain scenarios in .NET Console and Browser UI.
Canceling the incident while the chat is active or in wrap-up
In the .NET Console, it is possible to cancel the creation of an incident prior to the completion of a chat session. If the incident has not been saved before manually, this will result in a chat with no incident association.
If your chat workspace options are set to create/associate a related incident at the beginning of a chat, an incident reference number will be reserved. However, the incident will be committed to the database only after the chat is terminated.
Therefore, if before terminating a chat, an agent clicks on the reference number, selects "Open" and then clicks on "Cancel" the following warning message will be presented:
By selecting "Yes", the association between the chat and the incident will not be committed.
In Browser UI, even if the agent continues, the application will identify that an active session is ongoing and the close operation will be aborted
Terminating the chat without mandatory fields filled in
In the .NET Console, if the agent terminates the chat, but mandatory fields are null, a warning message will appear pointing to the required fields. The chat will not be terminated until the mandatory fields have a value and the Terminate button is pressed again
in Browser UI, if the agent terminates the chat, but mandatory fields are null, a warning message will appear pointing to the required fields. However, the Terminate button will remain grayed out, despite the fact that the chat is now in wrap-up (not yet completed). Once the required fields are filled in, the agent can close the workgroup by pressing the X button to close the tab. A pop up window will appear asking if they wish to save the changes.
If the agent clicks Yes, then the chat will be terminated, the incident will be saved and the workgroup will close
If the agent clicks No, then the chat will be terminated, the workgroup will close, but the incident will not be saved. If the incident has not been saved before manually, this will result in a chat with no incident association.
If the agent clicks Cancel, it will return to the previous view, with chat and incident not saved yet, but the workgroup remains open