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Environment: Customer Portal Versions: 2.x.x & 3.x.x Resolution: In order to add the Google +1 button, you can replace the 'SocialBookmarkLink' code in the 'answers/detail.php' file with the code...

Environment: Connect for PHP (CPHP), Custom Process Model (CPM), Custom Scripts Issue: In the Crypto API there is a hash_256 function that use this Crypto\MessageDigest object to hash text. It works...

Environment: Agent Desktop, Incidents Oracle B2C Service Issue: I exported report results to Excel and enabled the "Convert all dates into Excel-formatted dates" option.  However, in...

Environment: All Oracle B2C Service versions Resolution: If you see that the report "Questions Avoided" or any other report using the session_summary database table is showing data that is...

Environment: Analytics, All versions Resolution: Values missing from top level: When using multiple levels for drill-down reporting, a value at the top level will only display if there are drill-down...

Environment: Analytics Issue: Sometimes when I generate a report, I get a pop-up message indicating that the query processes too much data. Unable to Process Report This query processes too much...

Environment: Oracle B2C Service Knowledge Advanced Search Issue: The search terms I used were an exact title of a document, but I have to scroll through the search results to find the titled article...

Enviroment: November 2011 and newer version Resolution: The Referring Sites report (ID 163) provides a list of sites that referred a user to any of the interface end-user pages...

Environment:Mailboxes, Sites updating to August 2013 or newerResolution:This answer is applicable if you have been informed that you have duplicate mailboxes. There must be a 1:1 correspondence...

Environment: Phrase Searching, Customer Portal, Analytics Oracle B2C Service, All versions Resolution: If your search results do not appear to have the strongest matches listed at the top, this...

Environment: Desktop Alerts, also known as Toast Notifications Service notifications that also appear in Notifications from navigation pane. Issue: Agents have toast notifications appear in the...

Environment: Oracle TAP on an iPad or iPhone Oracle Human Capital Management Cloud (Oracle HCM Cloud) Also known as Mobile Agent App / Oracle Tap NOTE:  Oracle B2C Service Mobile Agent App (TAP)...

Environment: Connect for PHP (CPHP) API Resolution: When using the CPHP API, assignments made to object fields that are defined as nullable can be assigned the value of null, but not an empty...

Pass the popcorn, it’s summer blockbuster season. What are you lining up to see this cinematic summer? F1? Kantara: Chapter 1? Something else that ends in 1?The B2C Service Support team loves...

Environment: Reports, all sites. Issue: A report which returns only a few rows of data, displays a "Report processes too much data" warning. Resolution: A report is limited not by the number of rows...

Environment: Process Designer, Custom Process Model (CPM) / Service Process Model (SPM) All product versions Resolution: In order to stop a CPM customization from being triggered it must be...

Environment: Oracle B2C Service, all supported versions Issue: I am unable to authenticate in the Element Manager API Resolution: All Element Manager APIs are now exposed as public REST endpoints so...

Environment: Surveys, survey_common.phph, survey_results.php Resolution:  Currently, this file is not editable.  A managed services engagement is needed to customize the output of the...

Environment: Screen Pop within Agent Console, All product versions Resolution: Screen Pop functionality allows workspace tabs to be opened within the agent desktop application programmatically. The...

Environment: Chat, Business rules, Website Link Surveys Oracle B2C Service, All supported versions Resolution: The ability to initiate pop-up website link surveys when a chat is completed or...

Environment: Toast notification agents receive prior to accepting a chat request. Chat - Agent Console Oracle B2C Service, All versions Resolution: The CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT configuration...

Environment: Agent Scripts Oracle B2C Service Issue: When going to Scripts Explorer and saving a particular script we receive the following error message: "The following problems are...

Environment: Analytics Resolution: 1. From Reports Explorer, open the report 2. At the bottom of the pop-up window, click Settings > Enter Search Design Mode 3. Note that the filter search pop-up...

Environment: Mailboxes, Sites updating to August 2013 or newer Resolution: Occasionally an Outreach mailbox is created with pop details from service pop account or vice versa.  Even though the...

Environment: Mailboxes, Sites upgrading to August 2013 or newer Resolution: A service mailbox must contain complete POP information if it is enabled for incoming mail.  If you were told your...

Environment: Oracle B2C Service Support site and Knowledge base Resolution: Below are several tips and tricks to find what you're looking for within the Oracle B2C Service knowledge base. Searching...

EnvironmentChat / Engagement EngineOracle B2C Service ResolutionIn an Engagement Engine rule, you can add the action Events: Processing Rules > Stop Processing Rules for.. All Site...

Environment: Browsers, Pop-up blockers Resolution: In general, pop-up window blockers are very effective at what they do. Unfortunately, Oracle B2C Service is just as subject to the restrictions...

Environment: Any Oracle B2C Service version Connect Common Object Model (CCOM) version 1.4 Connect for PHP (CPHP) API version 1.4 Connect Web Services for SOAP (CWS) API version 1.4 REST API for...

Environment: Oracle Tap version 4.2 and newer. Oracle Human Capital Management Cloud (Oracle HCM Cloud) Also known as Mobile Agent App / Oracle Tap NOTE:  Oracle B2C Service Mobile Agent App...

Environment: Connect Web Services for SOAP (CWS) API, REST API, Connect for PHP API, ROQL, All product versions  Resolution: When ROQL query is run from one of the Oracle B2C Service...

Environment: Chat, Profile Permissions Resolution: When creating a Profile for Chat Agents, an Administrator must determine how each chat queue is prioritized for the Profile, which ultimately...

Environment: Staff Accounts Oracle B2C Service, All supported versions Issue: Changing an account from having a manager to having no manager in the case of promoting a staff member to a manager...

PRO TIP- TROUBLESHOOTING SSO   You can integrate your B2C service site with an external IdP for a seamless login experience for your agents and customers. However, you might find you need...

Environment:Oracle B2C Service all versions using non-Oracle hosted mailboxes to create incidents via email.Issue:The techmail utility is showing the following messages, causing the runs to...

Environment: Workspaces, Analytics Oracle B2C Service, All supported versions Issue: Agent has lost the ability to open attachments in the contact workspace. There is no "Open" action. Resolution...

Environment: Analytics, Rollups and Slices Resolution: Rollups and Slices You can use rollups or slices to collapse records based on a common value in your report. This, in effect, creates a...

Environment: Oracle B2C Service, All supported versions Resolution: All Google search engines (i.e. www.google.co.jp, www.google.co.in, www.google.co.uk ) are included in the Top Referring...

Environment:Oracle B2C Service, All versionsResolution:Administrators should first make every effort to troubleshoot configuration issues using the logs available natively within Oracle B2C...

Environment: Customer Portal File Manager > Spell Checker Dictionaries  Issue: A related error may also appear in your Error logs (Site Configuration > Logs). "Error Opening SSCE...