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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...

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 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: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: 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 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: 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: 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: Oracle B2C Service with Knowledge Advanced (KA), any version, end-user pages Issue: A plaintext field is having <a name="__highlight">...</a> and/or <span></span>...

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: 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 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: 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: 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...

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: 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: 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: 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: 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: 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: 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...

Environment: Oracle B2C Service, Analytics, All versions Resolution: In SQL, the underscore character is treated as a wildcard character, similar to the % symbol. If the report you are using contains...

Environment: Administration Console Resolution: Users may see a security message like the one below when working with a site that uses a secure socket layer (SSL): Message: This site contains both...

 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...

If you've ever wished to navigate Workspace Rules with a bit more clarity, Principal Technical Support Engineer Andrei Soimareanu has you covered! In case you couldn't attend the live event, a...

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:Oracle B2C ServiceResolution:Store files in the ‘/tmp’ directory and if they are not updated in three days they will be deleted from the system.Note: As of November 15th, 2024, this...

Environment: ROQL, Oracle B2C Service 19D and above. Issue:  After upgrading from an Oracle B2C Service Release 19C or below to an Oracle B2C Service Release 19D or above, the ROQL query I...