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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: 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: 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...

The Oracle SaaS Blog is your stop for all things SaaS. In the most recent blog post, learn how Oracle IoT Intelligent Applications can accelerate your organization’s digital transformation.

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: Workspaces / Analytics Resolution: You can find and adjust a report being used for a Workspace by following these directions: Open up the Profile a specific account belongs to...

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: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: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: 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 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...

As Oracle continues to invest in multiple cloud offerings for customer service products, we want to ensure that your current Oracle B2C Service Cloud investment is safe, secure, and staying...

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: 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: 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: Customer Portal (CP), Analytics, Answers, Search Results Report Resolution: When configuring the report and view for the end-user search pages, Weight should be set to First Sort in...

Environment   Connect REST API All versions   Issue:   Trying to update an object with a PATCH request to the REST API. All the fields say they are optional in the documentation and...

Environment: May 2010 and newer releases Resolution: The agent is seeing sporadic messages saying that the "An existing connection was forcibly closed by the remote host". One of the common cause can...

Environment:   Sites with Knowledge Advanced, any version Agent Browser UI Customer Portal, any version Opening an article from knowledge base search results Does not include browsing, document...

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: Troubleshooting Screen Pops Resolution: The reason behind this is that screen pop URLs only support equal operators when running a report. Therefore, the 'in list' operator will not...

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...

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: 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: 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...

As Oracle continues to invest in multiple cloud offerings for customer service products, we want to ensure that your current Oracle B2C Service Cloud investment is safe, secure, and staying modern...

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

Environment: Oracle B2C Service Sites with Knowledge Advanced only, all versions Search Tuning Manage Search Query Issue: When searches are executed there is a content retrieval process that can be...

Environment: Spell Checking while editing an incident Workspaces, Incidents Oracle B2C Service Resolution: This message can be avoided by editing a workspace to utilize another method of Spell...

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: 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: 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: Public APIs (Connect REST, Connect Web Services for SOAP) All product versions Issue: We are seeing an API response stating: Too many items in operation - exceeds internal limit of 1000...

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: Answers, Maintaining your knowledge base Oracle B2C Service, All versions Resolution: Maintaining current content in your knowledge base can be challenging, depending on the size of your...