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:
Phrase Search Options for Incidents and Answers Customer Portal, Oracle B2C Service, All versions
Issue:
I am searching through our answers for the string "customer waiting" and I get several answers found. One of the resulting answers does not contain the string "customer waiting". It contains the word "wait" so it's not expected in the results of an "exact phrase" search.
Resolution:
When using the exact phrase search technique, answers with the same pattern of words are matched and displayed to the user. The pattern in the returned answers may be different from the search text in the sense that the returned documents will have the same sequence of stemmed words but these stemmed words may be separated by one or more stop words. Exact search is the only supported search technique which does not support the logical operators.
This means that when searching on the phrase "customer waiting", all answers that have a stemmed form of "customer" preceding a stemmed form of "wait" will be included in the search results, even if the stemmed words are not next to one another and separated by stop words such as "are" or "and".
If the phrase "exact search" is confusing to your staff and end-users, consider changing the message base or filter option label for this type of searching to indicate its function differently. For example, you could rename the Exact Phrase searching to be AND KEYWORDS.
Customer Portal: Search Type field options are generally controlled by the filter options included within the report being used. To change the options text, locate the report being used in the widget. Edit the label(s) for the filters as needed within that report. Note: If a standard report is used, you will need to make a copy in order to edit the filter options and then update the widget with the new report ID.
Console: The message base to edit is EXACT_PHRASE_LBL. This is visible from the 'Search Knowledgebase' option while editing incidents. Path to this setting is: Configuration > Site Configuration > Message Bases > search by Key. Save changes and refresh the report/page to confirm the change.
Note: Exact phrase searching is available when searching answer records -- either from the administration console or when searching answers on the end-user pages. Exact phrase searching is not available when searching incident records.