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Verifying a response has actually been sent to a customer
Answer ID 792   |   Last Review Date 07/30/2019

Is there a way for me to verify that a response has actually been sent to a customer?

Environment:

Audit Log, Transactions
Oracle Service Cloud

Resolution:

Each support incident includes a list of transactions which are a record of actions for that incident, including editing, routing, assignment to other staff members and when responses were sent to the end-user.

To verify that a response has been sent for an incident, open the incident for editing in the Oracle Service Cloud console. Click the Details tab or the Audit Log tab to view the audit log transactions.

Note: Since workspaces are customizable, the specific location of the audit log depends on the specific workspace used for your staff account. If you have difficulty finding the audit log, contact the administrator of your Oracle Service Cloud application.

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