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:
Working with Oracle B2C Service Technical Support
Resolution:
Oracle B2C Service Technical Support troubleshoots all product areas of our solution to ensure the solution is functioning as designed and implemented. The Technical Support team should be engaged directly via Service Requests when a customer suspects a defect in the base product has been discovered or they are having environmental issues, such as slowed or uneven performance. The support team includes workstation and network environment specialists. Where applicable, our specialists will advise you regarding potential problem areas in your environment that may be contributing to your specific issue. Your IT department will be expected to perform all system administration activities on your network and workstations, such as capturing and providing requested logs, troubleshooting devices, and workstation and network configuration.
Please also be aware that the Oracle B2C Service Technical Support team's focus is on product defect remediation and resolution of issues through product-level fixes. We do not assist customers in understanding why any type of customization is not performing in the manner in which they intended it to perform. Customization support, setup, troubleshooting, and maintenance help from Oracle is available from either Oracle Consulting Services (OCS) team or the Oracle Partner Network (OPN). See Answer 10745: Oracle Consulting Services & Implementation Partners.
General Guidance Questions
Service Requests for general guidance or consultative questions (also known as "How to...?") questions are now being answered in the Oracle B2C Service Cloud Customer Connect community forums. General guidance questions are those seeking direction or support on product functionality, use cases, or how-to information, such as how to write custom reports, create or implement widgets or rules, or any number of other customizable options, such as changes on how a previously designed customization functions. A General Guidance question would not include issues that require detailed troubleshooting, gathering log files, diagnostics or defect investigation.
What are the benefits of using Cloud Customer Connect for general guidance questions?
The Cloud Customer Connect is a community which allows you to search or pose questions, support others by answering questions, submit new ideas, and mine the collective knowledge of your colleagues. It gives everyone a voice to become part of the Oracle conversation, part of the process, and part of the solution.
What's changing for B2C Service customers?
We have enhanced search capabilities in our knowledgebase to make it easier for you to find existing questions and answers in the Cloud Customer Connect community. Searching our knowledgebase now returns relevant community threads as well as knowledgebase articles and documentation links.
Additionally, you will be able to quickly and conveniently search the Cloud Customer Connect forums before submitting a Service Request. Our analysis shows that answers are available for over 78% of the general guidance questions that get submitted as SRs.
An additional change is that general guidance questions which are submitted as Service Requests will be routed to the Cloud Customer Connect forums. The Support Engineer assigned to the Service Request will either direct you to an existing solution in the community or will add your question as a new post. A link to the new community thread will be provided through the Service Request, which will remain open until a solution is provided. Once your question is published, community members are invited to comment and pose solutions. Alongside our customers and partners, Oracle teams will also play an active role in ensuring questions are answered in a timely fashion.
Additional Resources
When our customers need general guidance, the expectation is that they have the resources and technical aptitude to seek out a resolution to the problem via the CCC community or any of our variety of self-service options which include but are not limited to: