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
Service Products and Categories with Answers
Resolution
It is not necessary to define products and categories for your application. If you do not specify products or categories, the keyword search functionality is still available. However, we generally recommend using products and/or categories as a way to allow your customers and staff to better filter their search results.
Configuring products and categories also allows you to better route your incoming incidents to different staff when using workflow or escalation rules. You might decide to use only one of these fields, Products OR Categories.
Though it is frequently quite beneficial to configure products and/or categories for your application, if you decide to not have products and categories, you will not interfere with the basic functionality of Oracle B2C Service.
Note: In order for an answer to show up (in the search/answer list page) the answer must have at least one product and one category selected with end-user visibility at the lowest level. There is an exception to this, which is if products or categories are not required, it needs to be made sure that they do not have end-user visibility enabled. i.e. If 'categories' are not required, end-user visibility for every category will need to be disabled in order for answers with no category to appear within search results.
Keep in mind, if you currently have products and categories configured and you delete them from the database, all incidents will be disassociated from the product and category values -- you will not be able to simply restore them by typing them back in.
Multiple interfaces: If you use products or categories with published answers for one interface, you must use the feature with all interfaces in your site. However, you can enable a single product or category that is visible to the interface and assign all of the answers to that value. Then, on the end-user pages, configure your site so that the product or category menu does not display.