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.
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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.
How do you bring the attention of B2C Service support management to a service request?
Environment:
Oracle B2C Service Support
Service Requests
Resolution:
Designated support contacts can now engage with our digital assistant, "Fern", to update or request an escalation of open service requests. Simply log into the B2C Service support portal and click the chat icon to get started. For full details of how to manage your service requests with Fern, visit our Support Experience Blog and watch the short but informative video guides.
To contact the support management team directly by phone, visit Answer ID 2543: Contacting Oracle B2C Service Technical Support Services to find regional phone numbers. Once notified of your call, the support manager will make every effort to call you back within 30 minutes. (Although calls are returned within 30 minutes 95% of the time, we can't guarantee a 30 minute response time.) The manager will review the issue with you, make sure you reach a mutual understanding and provide you with an action plan. It is recommended that you get the support manager's full name, email address and direct phone line after speaking with them.
Judiciously selecting the severity of the issue and giving the manager correct milestone dates will help bring about a timely resolution to the issue. Please note that a Severity Level 1 issue does not necessarily require management engagement. It's crucial that the service update be kept updated through the support site so that all support engineers working the issue are kept up to date.