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:
Business Rules Oracle B2C Service
Resolution:
You can create rules that use OR criteria within the rule. This includes both selecting multiple items from a drop-down menu (product 1 OR product 2 OR product 5) and specifying an OR relationship between two separate fields entirely, such as if the incident contains specific text in the summary OR if the incident is assigned to category 3.
You can create rules that allow for multiple criteria when using a menu field in the IF part of the rule. This allows you to route or escalate records for multiple items listed within the specific drop-down menu options. For example, you could set up a rule to route Ask a Question incidents to a particular group if the submittal was set to category 1 OR category 2 OR category 5.
When setting up the rule, click the Add Condition Based On button and select the appropriate field. A box listing all menu options appears. Use the Control key to select multiple items or the Shift key to select a range of items.
If using the product or category field, check the appropriate boxes to set the criteria of interest. If you have sub-products or sub-categories defined, you can expand the sub-items to select specific values individually.
You can also define OR criteria between the individual criteria listed in the IF part of the rule using the Logical Expression field.
Note: Logical expressions are also used with custom reports. For more information on logical expressions, refer to Answer 1041: Using the Logical Expression Feature.
For example, you might want to route incidents to a specific group if the product field is set to Product A OR if the category is set to Category 3. To do this you would set up the IF part of the rule as defined below:
IF 1. Incident.Product equals Product A 2. Incident.Category equals Category 3 Logical Expression: 1 | 2
Within the logical expression string, the use of parentheses is very important. If no parentheses are included, the criteria are evaluated solely by the order listed in the Logical Expression box. For example, there is a significant difference between expressions A and B below:
Expression A: 1 & (2 | 3) Expression B: 1 & 2 | 3
Without parentheses, comparisons are made strictly by the order the criteria are listed. As a result, the expression 1 & 2 | 3 corresponds to (1 & 2) | 3.
That is, the first comparison determines incidents that meet criteria 1 and criteria 2 (that is, incidents assigned to Product A and Category 1). Then the second comparison is made -- OR criteria 3 (that is, incidents assigned to Category 2). Without parentheses, incidents assigned to Product A and Category 1 meet the criteria, and all incidents assigned to Category 2 also meet the criteria. In this case, the report would list all incidents assigned to Product A and Category 1 along with all incidents assigned to Category 2 (regardless of product).
For additional information, refer to the 'Business Rule Logical Expressions' 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.