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.
When a chat is transferred to another Advanced Routing queue, Advanced Routing will determine what skills to use to find an agent for the chat. The skill determination is based on the product/category and language. Before finalizing this skill selection, Advanced Routing will check to see if there are any agents logged into chat servicing the queue who have the skills identified. However, Advanced Routing does not check if the skilled agent is available, nor if he has a high enough skill score to be routed the chat when determining the skill. It only checks to see if there is an agent logged in with the skill servicing the queue. If there were no agents logged in with the product skill, then Advanced Routing would climb the skill hierarchy to see if there is an agent logged in with a higher level skill. This will continue until the top of the hierarchy is reached and if no agent is found then it will discard the product skill and not use it for matching an agent. If you do not want the same skill to be evaluated when transferring the chat to another queue, the solution is to update the product/category fields in the workspace before transferring the chat to the new queue. Advanced Routing will then use the updated product/category when the chat is transferred to evaluate a new skill for the chat.