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 service requestsResolution:The support engineer is your single point-of-contact and advocate within Oracle. They will coordinate all efforts with the appropriate resources to resolve your service request, including working with: specialized support teams, Sales, Technical Account Managers (TAMs), Cloud Operation, Product Development as well as management when necessary.You should expect a timely response based on the severity of your issue that includes what the support engineer has done, why they've done it, what they're going to do next, why they're going to do it and when you should hear back from them.Your service request will be thoroughly documented through the entire investigation process. You should expect:
If there is a patch that resolves the issue, the Support Engineer will provide the patch information and close the service request with your agreement. Although no proactive updates will be provided during this period, you may request a status update through your open service request.To ensure that support engineers do not close service requests prematurely, we monitor and track service request reopen rates.
Support engineers will not access any of your environments directly (production, non-production, or upgrade sites). Do not ever provide credentials for Support to access your sites. Support may create a PII-safe copy of your environment to troubleshoot and investigate some issues. For faster support please provide non-PII details such as acct_id or c_id and not names. Answer ID 12927: Finding IDs for Support
NOTE: It is strictly forbidden for Oracle employees to act as a contact on a customer or partner owned instance of the Oracle B2C Service CRM solution. Additionally, an Oracle employee should never make a request to a customer or partner for their login credentials. The integrity of your site is of the utmost of importance to Oracle and these actions represent serious breaches of security and protocol and are taken very seriously.
If an Oracle employee should ask you for your credentials or to be added as a contact record for any reason, please provide as much detail as possible via our Customer Security email, custsecurity@custhelp.com.