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Environment: Chat Rules, Feedback, Surveys Oracle B2C Service, All Versions Issue: After a chat is completed the pop-up survey should open a new window in Chrome or Firefox like...

Environment: Getting Started with Workspaces Oracle B2C Service Resolution: Workspaces define the fields and layout that staff use when adding or editing records. Different record types such as...

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: Oracle B2C Service all versions Resolution: You will need to check the navigation set your profile is using and modify it in order to add these new records as these will not be added...

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: Creating New Answers Oracle B2C Service Resolution: Typically, when adding a new answer to your knowledgebase, you will use the major steps below: Add a new non-public answer to your...

Environment: Incident Routing, Business Rules Oracle B2C Service, All versions Resolution: In general, this type of issue arises, not because a rule was by-passed, but instead because the incident...

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 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: Analytics in workspaces Oracle B2C Service, all versions Resolution: There is an option to execute reports when the report is contained in a workspace and a new record is created. ...

Environment: Email, Mailboxes, Office365, 20C and above Process: There is an extra step for viewing the OAuth enabled mailboxes editor in the .NET client after it has been enabled in a navigation...

Environment: Oracle B2C Service, Message Templates Resolution: By default, the "Finish Account Creation" message type is enabled. Whenever a new contact is created via email and the...

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...

Environment:   Outreach and Surveys Issue: We are trying to set up Mailings and when I click on NEW at the top, I am returned with the following error in the application: "No SMTP server...

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: Custom Objects, Oracle B2C Service, All versions Issue: After opening the Object Designer, selecting a package and clicking on New, the Object option is grayed out. No error or warning...

Environment: Oracle B2C Service Resolution: When a customer uses an email address to submit an incident through techmail and that email address is not in the contacts table, a new contact record will...

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: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: Answer Editor, Knowledge Foundation Answer Workspace, Browser UI, Oracle B2C Service   Resolution:   The new rich text editor is now available on a controlled availability. The...

Environment: Message Templates, Communication Center > Notifications Oracle B2C Service, Sites with Message Templates enabled Issue: The button to add a New entry in the Notifications...

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: 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: 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: Knowledge Advanced for Oracle B2C Service  Issue: There is no OOB (out of box) report for user subscriptions.  When CP users (contact users) or .NET and BUI users (account...

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, Site Administration Issue: I have been assigned as the new administrator for our Oracle B2C Service application, and the previous administrator is no longer with our...

Environment: BUI   Resolution: When updates are available for the Agent Browser UI, a banner is displayed at the top of your console announcing the update. At that point, you can finish...

Environment: Incidents, Re-open deadline, Customer Portal pageset Resolution: When replying to an incident, a new incident will be created under any of the following conditions: When a contact...

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: Site Configuration / Interfaces Resolution: When cloning a new interface, you must clone the look and feel from another interface on the same site.  The 'default look' option is the...

Environment: Oracle B2C Service Single Sign-on (SSO) signing certificate (cert) renewal ADFS as identity provider (IdP) Issue:   Our signing certificate will be rolling over in a few days. We...

Environment: .NET users, all versions Resolution: The Oracle B2C Service solution uses an Authenticode secure hash algorithm to provide assurance to our customers that our deployed .NET software is...

Environment: Contacts, Creating associated incident Resolution: From an open contact record, you can add an incident for the contact by clicking the Incidents tab and clicking New. ...

Environment: Answers, Workspaces, HTML Answer Editor Oracle B2C Service, 19A, 19B Resolution: In the Oracle B2C Service release 18A, the Answer Editor was changed to be compatible with the Browser...

 Environment: Service Process Model (SPM), Process Designer, Custom Processes (CPM) Oracle B2C Service Resolution: The "CPM failed: Too many cycles: Max 5 cycles exceeded" error will be...

Environment: Analytics, Answers, Knowledge Foundation Resolution: Beginning in the November 2011 release there are knowledge foundation actionable reports added to help analyze answers for knowledge...