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The Oracle Configuration Assistant (CA) includes an "E-Domain" tab that enables administrators to manage email domains and related configurations across Oracle B2C Service...

Environment: All versions. Resolution: Our customers often use multiple e-mail clients, such as Outlook, Gmail, Yahoo, Hotmail, etc. Each client is unique and it has it's own set of standards...

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:B2C API B2C Email Issue:Getting REGEX e-mail errors when creating/updating contacts via API operations.Resolution:Email address validation is handled by regular expressions...

Environment: Email Deliverability Oracle B2C Service, All versions Issue: Our outgoing e-mails are failing to reach certain domains. The bounce error is: "550 SPF Hard Fail: Domain Example.com does...

Environment: Outbound Email Oracle B2C Service Resolution: A “bounced e-mail message” (or simply “bounce”) is a message that cannot be delivered to its destination. Usually, Internet Service...

Environment: Oracle B2C Service, All versions  Resolution: This behavior is a specific post updating SPF record on the customer mailboxes, and usually caused by SPF (SPF1) and Sender ID...

Environment: Email Deliverability Oracle B2C Service, All versions Issue: Our Outreach deliveries are being rejected with SMTP code 454 (4.7.0. Connection is not TLS encrypted. Recipient organization...

Environment:  Incidents, Channel, Administration Console Resolution: The product is functioning as designed. All default Channels are pre-populated in the incident workspace and cannot be...

Environment: Chat - End-user Pages, Customer Portal Resolution: All chats should be launched with some information to identify whether the chat was launched by an existing or new contact. The fields...

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 File Manager/Custom Scripts Connect PHP API version 1.4   Resolution   The latest release for the Connect PHP API version 1.4 uses an ApplicationContext with its CurrentContext...

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 Cloud Portal / My Service / Configuration Assistance Resolution: You will receive an email when the order of Oracle B2C Service or Cloudification is complete. Follow these steps...

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, 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: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: Regular Expressions used in Business Rules Resolution: A regular expression uses operators and character strings to specify a set of character strings, which can be used when...

Environment: All supported versions Resolution: This configuration setting is available starting in November 2014 and newer versions. For previous versions, this cannot be done automatically and...

Environment: Emails, Customer Portal Resolution: The functionality of the 'Email this Answer Link' is to send an email containing an answer link from your knowledge base to an email address. The...

Environment: Incoming E-mail, Contact auto-create Oracle B2C Service, All versions Issue: We have received two incidents almost at the same time from the same email address and it created...

Environment:Oracle B2C Service Incident Emails, Message TemplatesIssue: Incident responses are not being emailed to customers when clicking "Send" or "Send & Close" (BUI or .NET), or using...

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:Incoming E-mail, techmail utilityOracle B2C Service, All versionsResolution:Although we often think of email as being instantaneous, email messages are...

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: Outgoing E-mail Oracle B2C Service, All versions Resolution: Agent incident response creates new message. This means that the message is not a reply to the end-user's previous email...

Environment:Oracle B2C Service, Version Update Resolution: Prior to B2C Service version update, the production site cutover schedule is emailed to Identity Domain users. If the...

Environment: Oracle B2C Service, All versions Issue: When trying to respond to an Incident from the Incident Workspace, a staff member receives this warning message: 'Current system configuration...

Environment: Incident delivery receipt Resolution: With standard product functionality there is not a way to determine if an outgoing email was opened or read by the customer. As far as...

Environment: Aliases Issue: When I add keywords to individual answers, I find that I have to add the same group of keywords to lots of my answers in the knowledge base. It would be better to...

Environment: Outgoing E-mail Oracle B2C Service, all versions Resolution: Oracle only troubleshoots and supports use of Oracle e-mail servers. Customers may choose to relay mail from Oracle B2C...

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:   Knowledge Advanced, starting with February 2017 and above   Resolution:   In order to receive the e-mail notification for reviewing the document, the "Review Date"...

Environment: Message Templates, Emails Issue: We finished editing a message template and want to send a proof to key staff for feedback. However, it seems that none of our contacts are...

Environment:  February 2014 and newer Issue: We've received several Application Error notifications that look as follows: Type Who Notification Type Message

Environment: Chat Oracle B2C Service Resolution:   When implementing Chat applications, it is advisable that invalid email addresses are not permitted when chats are submitted by end users...

Environment: Customer Portal Resolution: If you are experiencing an issue with your Customer Portal pages, one initial thing you may want to do is test in Reference Implementation. This can help you...

EnvironmentAll Oracle B2C Service versionsResolutionWhen updates are added to a service request, they are stored in the database and assigned a thread ID consecutively i.e. 1 for the first update, 2...

Environment:Incoming E-mailResolution:When end-users submit a question via email or update an existing incident via email, their email header information can be saved and displayed in the incident...

Environment: Messages > Administration Emails and Notifications Resolution: The various email messages sent by your Oracle B2C Service site are enabled through the Configuration...