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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: Message Bases, Configuration Settings, Oracle B2C Service Updates Issue: The 'New' button to create a new message base and a configuration setting is grayed out on both...

Environment: Oracle B2C Service Customer Portal Version 3.x (CPv3.x.x) Issue: I am seeing an error when staging that is saying "page: x/x is referencing a widget that is not yet activated and...

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: Utilities, Agedatabase, Configuration Settings Resolution: The agedatabase utility compares the time_respond field in the database to the value in the CI_HOURS configuration setting to...

Environment: Data Import Wizard, Oracle B2C Service, all versions Resolution: Validation error "Invalid look-up value for field 'X'" can be returned during Data Import when you're importing into a...

Environment: Analytics reporting for Oracle B2C Service via CX REST API Resolution: The filters provided in the CX REST analyticsReportResults call is actually getting matched with the filter...

Environment: Business Rules Resolution: When an incident automatically reassigns a field value when the agent saves the record, this is frequently due to how rules are configured for the site. If the...

Environment: Business Rules Issue: Error Message: State Values Move the 52 records in state with id value of NULL to:   NULL  Resolution: When implementing a new ruleset, you may...

Environment: Navigation Sets, Profile Options Browser User Interface (BUI) Oracle B2C Service Resolution:  If individual agents have customized thier navigation set, they will need to reset it...

Environment: Workspaces, Field and control properties Resolution: When configuring workspaces, different items within the workspace have different properties associated depending on the type of...

Environment:This information is for the .NET client install.For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment:This information is for the .NET client install.For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment: Inbound Email, End-User Pages Oracle B2C Service, All versions Issue: We had previously allowed anyone to view our Customer Portal pages, however now we have determined for one of our...

Environment:This information is for the .NET client install.For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment: Business (Workflow/Escalation) Rules in your Oracle B2C Service application Resolution: Incident rulesets can become quite intricate and complex. However, the best practices listed below...

Environment: This information is for the .NET client install. For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment: Customizations, Add-Ins, .NET Framework Oracle B2C Service Resolution: One thing to note, Oracle best practices suggest to always compile your Add-Ins to match the .Net version of your...

Environment: Customer Portal versions 2 and 3.x Resolution: There is an interaction between the CP_CHAT_URL site configuration that relates to the visibility settings on an incident custom...

Environment: Custom fields, Business rules Issue: We have a business rule in place that sets the value of a custom field. We just discovered a number of incidents that had this custom field set but...

Environment: Oracle B2C Service Browser User Interface (BUI) Issue: Instead of the default Browser UI layout with the Summary tab as the first tab, we would like the Summary fields to be above the...

Environment: Customer Portal Chat - End-user client, Chat - Agent Console B2C Service Chat Issue: Chats are not getting disconnected when the end-user abandons the chat by closing the tab/browser...

Environment: Browser UI Enhanced Business Rules, Business Rules Oracle B2C Service Resolution: Sometimes getting business rules to function as you expect them to can be tricky. Sometimes, the...

Environment: Web indexing Resolution: Web indexing allows additional web pages and documents that are not part of your published answers of your Oracle B2C Service application to be included in...

Environment: Answers, Search knowledgebase .Net console vs BUI Oracle B2C Service all versions Resolution: In the .NET console, there are two search types while BUI has both of these included in the...

Environment: Business Rules in .NET console of Oracle B2C Service Resolution: When creating rules, the fields that you can include in the rule depend on which type of rule you are setting up. For the...

Environment:This information is for the .NET client install.For support information when using the Agent Browser UI, please see Answer 9527: Supported browsers for the Agent...

Environment: Custom Fields, All versions Issue: We have several custom fields that are not configured to be required (from the Custom Fields table) but when our agents go to edit and save the...

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: Answer and Site Feedback Resolution: It may be the feedback incidents you are receiving are from Site Feedback. The default configuration of the end-user pages includes a feedback...

Environment: B2C Service Chat Oracle B2C Service Resolution: Two different situations may explain why you and your staff get disconnected, depending on whether you are disconnected at consistent time...

Environment: Oracle B2C Service, Email Management Resolution: Oracle B2C Service allows multiple Service and Outreach mailboxes to be set up on each interface. There are two types of mailboxes that...

Environment:Escalation, Business Rules, All versionsOracle B2C ServiceResolution:Business rules to Escalate records need to be configured from Configuration > Site Configuration >...

Environment: Office 365 mailboxes Solution: When setting up mailboxes to use OAuth to connect to Office365 mailboxes you must first create an App Registration on Microsoft's Azure Active...

Environment: Configuration settings, Time zone Oracle B2C Service, All versions Resolution:  The TZ_INTERFACE configuration setting allows for the specification of time zones for use in your...

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: This answer only applies to browser controls within the Oracle B2C Service .net Console Resolution: NOTE: It is best practice that agents now use the Browser UI instead of the .NET...

Environment: Oracle B2C Service versions 19C and newer. * Resolution: By default the latest versions of Microsoft Edge will not install or update a ClickOnce application such as Oracle...

Environment:   .NET console (plain text is not used in Browser UI)   Rich Text Incident Thread control Issue: Setting thread control to plain text Resolution: To set plain text for all...

Environment: Navigation sets, Tool Window Resolution: Navigation sets are the visual layout and accessible items in the Oracle B2C Service Console when a staff member logs in. Navigation sets are...