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Environment:Oracle B2C Service, Utilities, TechmailResolution:Techmail retrieves email from your configured outreach (techmail-M) or service mailboxes (techmail-S or techmail-O) to create new...

Environment: May 2012 and newer versions for customers using both custom process and external events Resolution: Check for a concurrent external event and custom process tied to the...

Environment: Chat, Browser UI, Engagement Panel Oracle B2C Service Resolution: Administrators can now configure the chat "transfer" button based on the agent’s profile. By default, all agents...

Environment: Oracle Knowledge Advanced for Service Cloud (OKCS / KA), Languages Resolution: Oracle Knowledge Advanced for Service Cloud (OKCS / KA) supports all of the languages listed below...

Environment: Oracle B2C Service, All versions Resolution: You can use several hotkeys and shortcut keys to help you navigate more easily in the Oracle B2C Service Console.  Please note...

Environment: Chat, Browser UI, Engagement Panel Oracle B2C Service Resolution: Administrators can now enable a termination confirmation dialog that prevents agents from accidentally closing an...

Environment:Oracle B2C Service, Business RulesIssue:My incident should have escalated at a specific date and time, but the escalation level was not set at the expected time. Resolution:Below are...

Environment: Oracle B2C Service, All versions - Interfaces / Languages Resolution: Each interface is language specific.  Therefore, the outgoing email character encoding default...

Environment:Oracle B2C Service, Business RulesIssue:An incident triggered the escalation chain rule which is configured to revalidate. The incident, however, was not escalated. Why didn't the record...

Environment:Utilities included with Oracle B2C Service, All versionsResolution:Utilities are back end functionality that process data on your site. As such, there is no customer available...

Environment: Oracle B2C Service, all supported versions This answer focuses on executing ROQL queries through the SOAP API using a web testing tool like SoapUI. For more general information about...

Environment: Chat, Browser UI, Engagement Panel Oracle B2C Service Resolution: Administrators can now configure whether the rich text menu is enabled or disabled for agents handling chat...

Environment: Message Templates, Business Rules Resolution: Business rules can be used to stop sending the 'Question Receipt' message template to some of your customers. This can be achieved by...

Environment: Configuration Settings, Changing the Date/Time Format displayed in the console Oracle B2C Service, All versions Resolution: Within your Oracle B2C Service application, several...

Environment: Application Configuration, Workspaces, Incident Threads, Thread-type labels, Keyboard shortcuts Oracle B2C Service, November 2011+ Issue: When moving from the Text (v1) Thread...

Environment: Oracle B2C Service Hosting Notifications Resolution: When an error occurs on a utility which prevents it from running, the utility is disabled and set to a "No-Utility" status. Oracle...

Environment: Oracle B2C Service version 21D and later Connect for PHP API Connect REST API Connect Web Services for SOAP (CWSS) API Issue:   Instead of being deleted, incidents associated to a...

Environment: Oracle B2C Service Knowledge Advanced Authoring (any version) Issue: A string {‌like.this} (a left curly brace, some letters, a period, some more letters, and a right...

Environment: Connect for PHP (CPHP) API Issue: We send emails using CPM customizations, and the content of the email is built using the message base. The problem is, in some cases we have an incident...

Environment:Sender Policy Framework (SPF)Resolution:Sender Policy Framework (SPFv1) and Sender ID (also known as SPFv2) are two email authentication technologies that use Domain Name System (DNS) to...

Environment:Escalation, Business Rules, All versionsOracle B2C ServiceResolution:Business rules to Escalate records need to be configured from Configuration > Site Configuration >...

Environment:This information is for the .NET client install.For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment:This information is for the .NET client install.For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment:This information is for the .NET client install.For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment: Analytics Issue: When we try to run one of our reports, we get the error: The data set generated has exceeded the configured maximum size (26211440 bytes 25.00 MB). Resolution: When...

Environment: This information is for the .NET client install. For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment: Analytics Oracle B2C Service Resolution: The maximum analytics file size threshold governs the maximum data set size that can be returned to the RightNow client desktop when running a...

Environment:This information is for the .NET client install.For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Issue: A customization or integration is sending a request to the Connect REST API and receives an error message such as the following: This interface uses da-DK language which does not match with...

Environment:Oracle B2C Service Resolution:Service Health MetricsService Health Metrics in B2C ServiceREST APIs are now available so your organization can monitor the overall health of the Oracle...