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:
Outgoing Email, Incident Response Messages Oracle B2C Service
Resolution:
When a user submits a new incident in our main interface, the Reply To address in the response is usually correct for the interface, such as support@interface1.com. In some circumstances, however, responses are being sent with the Reply To address for one of our other interfaces, such as support@interface2.com.
The Reply-To address for an incident response is not configured from workflow rules. The Reply-To address corresponds to the mailbox associated with the incident.
When editing an incident, the Mailbox field allows you to associate each incident to a specific mailbox. The reply-to address used with the response is determined by the configuration of the mailbox that is selected. The Mailbox field is located on the Details tab.
By selecting a different mailbox when you edit an incident, you can override the default mailbox used for that interface or the mailbox the incident was originally associated with. This means that future responses will be sent from the mailbox you select. Since different mailboxes can have different display names and different reply-to addresses, you can ensure that the incident is associated with the proper mailbox for the content of the incident.
Therefore, if the reply-to address is not correct for the interface, open the incident for editing and check which mailbox it is associated with. In addition, verify that the reply-to address is configured correctly for the mailbox.