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:
Mailboxes, SPAM Filtering, Business Rules, All versions
Resolution:
Generally, bulk mail messages (spam) are automatically removed by the techmail utility, which checks to see if the originating mail server is the type commonly used for sending out mass mailings. The odds are good that many messages of this type are already being removed before they come into your Oracle B2C Service application.
The best way to avoid receiving spam email is to use a dedicated spam filtering tool.
Spam filtering is provided for mailboxes that are hosted by Oracle B2C Service. You can configure spam filtering for each of your hosted mailboxes. For more information, refer to Answer ID 11713: Managing the new Spam Quarantine.
If you are using a mailbox that is not hosted by Oracle B2C Service, it is strongly recommended that you use an external spam filtering utility. This will not only reduce the amount of unwanted email that you will receive, but also the chance that a mal-formatted spam message will disrupt the processing of valid email.
Within your Oracle B2C Service application, each mailbox has discard fields which allow you to filter email based on content.
You can add specific email addresses to your list of Discard Addresses. Incoming email from addresses included in the Discard Addresses field are deleted before they become incidents and before a contact record is created. Consistently adding offending email addresses can prevent repetitive abuses by an individual.
Note: The list of discard addresses is separated by commas without spaces.
Similarly, you can update the Discard Subject or Discard Body field of your mailbox configuration with the phrase you want to match. Enter any text found in an email subject line that identifies an email as one to be discarded. Each entry should be on a separate line. For example:
Mortgage rates Marketing solution Bargain alert
Note: Emails are discarded based on whether the content matches any of the text strings entered and function similar to regular expressions in business rules. That is, if you include the entry "hat" as criteria to discard the email, emails will be discarded if they include words that have "hat" in them, including, "chat", "what", "hatch" and so on. For this reason, it is best to include longer words or phrases when adding content to these discard fields.
To modify any of the discard fields, use the steps below:
Auto-responder
Auto-responder can filter emails that are created using regular expression matches. You can search for matches either in the header or body of incoming emails.
The auto-responder filter is controlled by configuration settings:
Conservative - EGW_AR_CONS_BODY_FLTR and EGW_AR_CONS_HEAD_FLTR Moderate - EGW_AR_MODR_BODY_FLTR and EGW_AR_MODR_HEAD_FLTR Aggressive - EGW_AR_AGGR_BODY_FLTR and EGW_AR_AGGR_HEAD_FLTR
These settings take POSIX-extended regular expressions (one per line) with a leading and trailing '/'. Changes made to the conservative filter will be read in to more aggressive filters so you do not have to make additional modifications to mailboxes using more aggressive filters. Please note these configurations are interface specific.
You can make any modifications you would like here but you should use caution, the use of a regex in this way is very powerful so we always recommend testing on a test site prior to implementing in production so that you do not pick up false positives. We also suggest watching the entries in the 'Incoming Email Filter Details' (ac_id 227) report in the subsequent days after making changes to confirm that you are not filtering any unexpected items.
If spam and content filtering is not enough to block all unwanted messages, you can set up a rule within Oracle B2C Service to look for a specific keyword(s) in the email and either:
Important! Using rules in this manner is not foolproof -- messages may not match the rule specified, and there is a chance that the rule may act upon messages which contain the keyword(s) but are not actually spam.
The most common method for setting up this type of rule is to use regular expressions and the pipe ( | ) feature. The pipe is used to specify a series of words or phrases that you are interested in matching. The pipe acts as an OR operator between each item separated by the pipe character. For example, to set up a condition that matches the rule if the subject of an email contains "cat" or "dog", you can set up the criteria in the "if" section of the rule as listed below:
Incident.Summary matches regular expression cat|dog
You can then add additional criteria or specify actions to complete the configuration of your rule.
Once your rule is configured, be sure to test the rule by submitting test incidents to your site. Submit several incidents that will match the rule to verify that it will match the incidents you want it to. Also submit at least one incident that should not match to verify that it will not affect incidents that it shouldn't.