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Environment:Job Scheduler custom PHP scriptOracle B2C Service sites version 24C or higherIssue: We have configured a custom script via job scheduler on our 24C version site. Job Scheduler is...

 PRO TIP - KNOWLEDGE ADVANCED BATCH JOBSKnowledge Advanced uses numerous batch jobs to perform system maintenance and generate system notifications to ensure KA is functioning properly. In this...

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 Cron JobsJob Scheduler (Controlled Availability for versions 24D and newer) Resolution:There is a Job Scheduler product feature available, under Controlled...

Environment:Job Scheduler Issue:Job Scheduler is missing from my Administration page on our test site. We had this enabled on the test site previously. We did recently refresh our site, but Job...

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: 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: 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:   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: 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: Knowledge Advanced for Oracle B2C Service  Resolution: There is a 24-hour 'black out' period for UPGRADE site: xyz__upgrade KA Search crawl&index jobs schedule before...

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: 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: 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: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: 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: 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: 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: 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 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: 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...

 PRO TIP - AUTHORING: CONTACT SYNC FROM B2C SERVICEWhen contact information is updated in the B2C Service contacts table, there is no existing batch job to transfer those updates to Authoring...

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: Custom cron jobs Issue: Custom cron job fails to deliver an export file to your SFTP server. It creates 0 bytes files. Resolution: This issue can occur when the files are delivered where...

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: 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...

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...

Oracle B2C Service tutorial videos give new users an overview of product functions, features, and best practices. When you learn about all the things our products can do, you’ll have the tools...

Environment:Oracle B2C Service Resolution:Oracle B2C Service Accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension...

Environment: Oracle B2C Service Knowledge Advanced Search Issue: The business needs to fine tune search results for certain aspects of the knowledge base. Resolution: Tuning a question using Manage...

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...