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:
B2C Service Chat, Advanced Routing, Smart Interaction Hub (SIH)
Resolution:
Even though a product may have been selected when the chat was submitted, it may not be associated to the chat ID. If no product skill is associated to the chat ID, then it will be directed to any available agent in that queue.
View the Accepted Interactions report (ID 17019) for the Product and Skill Score values. The Product column shows the product that was selected when this chat was submitted. If the Skill Score is 0, that indicates that no product skill is associated with this chat ID. If the Skill Score shows a number other than 0, that indicates the skill level of the agent who accepted the chat and shows that this chat ID has a product skill associated to it.
Cause:
The reason you may see a Product listed for a chat with a Skill Score of 0, indicates no agents were logged into chat with a matching product skill at the point this chat was submitted.
For additional information about configuring advanced routing, please see Answer ID 7826: How do we configure advanced chat routing . In addition, please also refer to the Configuring Advanced Routing for Chat section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation For Oracle B2C Service Products.