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Environment: Connect Knowledge API (Knowledge Foundation API) Resolution: Customizations implemented using the Connect Knowledge API (Knowledge Foundation API) can only pull 10 answers per call. This...

Environment: Analytics, Clickstreams database table Oracle B2C Service Resolution: Here is a sample clickstreams session as it would be presented in a report...

Environment: Supported Internet Explorer browsers with Service Cloud Console As of January 2016 Issue: In keeping with general Oracle support policies, Oracle B2C Service Technical Support cannot...

Environment:  Analytics Resolution: When editing a report, you can set the number of rows returned by modifying the Record Limit.  This can be done using the steps below: 1. Edit...

Environment: Oracle B2C Service version(s):  November 2011 and newer Resolution: The Referring Sites report (ID 163) references the clickstreams table which is the raw data from the web site...

Environment: Analytics Oracle B2C Service Resolution: The field incidents.sla_rsln_delta will provide the number of minutes an incident was outside the resolution threshold specified by its response...

Environment:All versionsResolution:Reports have been generated to monitor the end user pages. To import the reports into the console, use the steps below in the following order:Create new folder...

Environment: Applies to the following versions of Microsoft Windows when deploying Oracle B2C Service console via the Citrix Deployment Tool: Windows Server 2008 Windows Server 2008 R2 Resolution...

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: Configuration settings, Time zone Oracle B2C Service, All versions Resolution:  The TZ_INTERFACE configuration setting allows for the specification of time zones for use in your...

Environment: Oracle B2C Service, all supported versions Resolution: This is a known .NET issue reported on the Microsoft support channel: TaskCanceledException during application shutdown. Microsoft...

Environment:  Oracle Cloud Portal, My Services   Resolution: To download reports from My Services > Documents, you will need to ensure you have Adobe Acrobat Reader installed on your...

Environment: Oracle B2C Service  Resolution: Google has changed the way that they display search results: https://developers.google.com/search/blog/2022/10/introducing-site-names-on-search...

Environment Time zone settings that support Daylight Saving Time Oracle B2C Service Resolution When Daylight Saving Time ends, clocks are moved back one hour.  This can cause a record in the...

Environment:  Reports (Analytics) Resolution:   Slicing a report allows you to group tabular data sharing common values in fields included in the report. You can then select from the...

Environment: Staff Accounts, Oracle B2C Service Resolution: Staff account managment levels (hierarchy) are limited to 12 levels. There are 12 "Account Hierarchy - Level" fields in the...

Environment: Emails, Oracle B2C Service, all versions Resolution: Below is a description for the EGW_MAX_PER_ADDRESS and EGW_MAX_MSG_DURATION setting's functionality and examples of...

Environment: Chat - End-user client, Chat - Agent console B2C Service Chat Issue: When your chat agents see the following message while engaged in a chat:   "EndUserName is currently...

Environment: Oracle B2C Service, Product listing Knowledge Advanced Resolution: The Knowledge Advanced content delete operation is not a simple. If the count of documents selected for deletion is...

Environment: Answers, Answer Feedback Oracle B2C Service all versions Resolution: Here is a list of the standard common search reports by ID and folder which are available by default with Oracle...

Environment: Chat - Enduser page, Configuration Resolution: There are a few configuration settings that control the average wait time for Chat. Wait time sampling You can configure the...

Environment: Chat, Browser UI Oracle B2C Service Resolution: Agents using the Browser UI to answer live chats receive a toast notification when a chat request is assigned to them. The toast...

Environment: Mobile, Cookies, Widgets Oracle B2C Service, Customer Portal Issue: When selecting the desktop link from the mobile site, it diverts to the desktop site. If the browser is then closed...

Environment: Analytics Resolution: You can use conditional formatting to customize the display of output columns in your report.  Conditional formatting only affects the display of cells in that...

Environment: Intelligent Advisor Resolution: Intelligent Advisor (OPA) cannot currently handle attachment sizes bigger than 50MB combined in a single interview. If the individual attachment size...

Environment: Chat, Browser UI Oracle B2C Service Resolution: Agents using the Browser UI to answer live chats can personalize the Sound Alerts that play during those active sessions. Personalizing...

Environment: February 2014 and later releases Resolution: The update process is designed to keep the last three version folders intact. Including the current version. A workstation can have up...

Environment Oracle Knowledge Advanced - all releases Oracle Cloud Service - all releases Resolution The context attribute requires a specific syntax, unlike the "" (quotes) symbols used with the...

Environment: Service Level Agreements, Response Time Resolution: When an incident is created, an initial due date is calculated. This value only changes when the response requirements associated...

Environment Oracle Knowledge Advanced Cloud Service (OKCS) - all releases Oracle Cloud Service - all releases Resolution The OkcsKnowledgeSyndication widget can be used with several...

Environment: SmartAssistant, Oracle B2C Service August 2015 and newer Resolution: The August 2015 release of Oracle B2C Service incorporated some changes to the way searching is handled in...

Environment: Surveys, Audiences Oracle B2C Service Resolution: When launching a survey, you can limit the delivery of the survey to be a subset of the overall audience. From the Audiences...

Environment: Word List Files, SmartSense Oracle B2C Service, All versions Resolution: Ensure that all new lines added to the base "SmartSense.txt" file follow the criteria below. When making large...

Environment: Answers, End-user pages Resolution: While there is not a way to separately display these two blocks of 5 answers on the list of answers, you can produce a similar effect with some clever...

Environment:Oracle B2C Servcie, BUI, Reports/AnalyticsResolution:The BUI console has a hard limit on how many records you can select then open separately from a report.  If more than 10 records...

Environment: Cookies Resolution: Cookies are not stored within the Oracle B2C Service product, they are stored on the local workstation in the default location as defined by your browser.  You...

Environment: Oracle B2C Service versions February 2010 and newer Windows 7 Windows 8.1 Windows 10 Description: An agent can install Oracle B2C Service from a site's launch page, and get to the login...

Environment:Users (contacts) on Customer Portal (CP), Knowledge Foundation (KF), Knowledge Advanced (KA)Oracle B2C ServiceResolution:When an answer is viewed, the event is logged in the clickstreams...

Environment: Ask a Question page Resolution: This timer is controlled by the configuration setting SUBMIT_TOKEN_EXP, which is an interface-specific configuration setting that is visible and editable...

Environment: Configuration settingsResolution:The RECALC_INCIDENT_DUE configuration setting resets the 'incidents.rel_due' time, taking into account the Response Requirements that have...