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Knowledge Base (67)

  1. Anatomy of a session as reported in the clickstreams table

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

  2. Web Visit Reporting and Billable Sessions

    Answer: Environment: Customer Portal, Web Visits, Billable Sessions Oracle B2C Service Resolution: A "web visit" is a series of enduser interactions that can span one or more billable sessions.  The...

  3. Browser User Interface Updates

    Updated Answer: Environment: Browser User Interface (BUI) Updates Resolution: Browser User Interface is a single-version service that is updated without user impact. Agents can continue to work during...

  4. Intelligent Advisor Update Schedule

    Answer: Environment: Intelligent Advisor, All Versions Resolution: Intelligent Advisor sites are updated automatically once each quarter. Test sites can be updated in place using the Service Cloud...

  5. CSV attachments not being handled properly in incident

    Answer: Environment: Incoming Emails, File Attachments Oracle RightNow Service Resolution: This behavior has been seen when automated emails are being generated by an outside source and is due to the...
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Documentation (184)

  1. Link to a URL

    How to Seed Your Knowledge Base Knowledge Base Because Service can start with only 15– 20 answers, the need for a comprehensive initial Last Updated: 02/02/2025

  2. Link to a URL

    What's New In Intelligent Advisor? Skip To Main Content Account Settings Logout Logo placeholder Account Settings Logout Filter: All Files Submit Search What's New In Intelligent Advisor? This topic provides a brief outline of new or... Last Updated: 05/21/2025

  3. Link to a URL

    Examples: Start an Interview with Global Data : name%3dJohn% 20Smith In a URL this would be: https://<site>/web-determinations/startsession Last Updated: 05/21/2025

  4. Link to a URL

    ChainSourceID associated field Max Length: 20 Last Updated: 03/28/2023

  5. Link to a URL

    AccountCTISettings Automatic Call Distribution (ACD) group Max Length: 20 ACDPassword string Available Available Last Updated: 02/08/2023
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