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Environment: Answers Oracle B2C Service, All versions Resolution: In general, the weight field is calculated when a text search is performed to indicate how well the search text matches the contents...

Environment: Workspaces, Surveys Outreach, Feedback Resolution: It is possible to add the Last Survey Score field to an incident or opportunity workspace so users can view the last survey score given...

Environment: Incidents, Analytics Resolution: Data exceptions are included in the system incident reports to display escalated incidents as red. Within the report, you can configure how escalated...

Environment: Cookies Resolution: Cookies are not stored within the Oracle B2C Service product, they are stored on the local workstation in the default location as defined by your browser.  You...

Environment: Answers Oracle B2C Service Resolution: The score is calculated from the static score and the solved count from both customers and agents, including a combination of long-term and...

Environment Surveys, Feedback, All Versions Issue When viewing survey results the following can be seen: "Note:The Survey Score is affected by other processes and does not equal the total of the...

ENVIRONMENT: Answers RESOLUTION: There is currently no hard limit set for the number of Answers that can be created and stored in the Oracle B2C Service application. However, as the database grows in...

Environment: November 2012 and newer releases, Incident Read Logging August 2018 and newer releases, Contact Read Logging Resolution: Read Logging functionality allows you to track every time an...

Environment: Answer Images / Graphics Oracle B2C Service Resolution: Best Practice As a best practice, we advise you to host your files and graphics on your own web servers and link to that file...

Environment: Outreach and Feedback, November 2010 and newer Resolution: Beginning in November 2010, Oracle B2C Service Outreach evaluates the disposition of contacts for receiving...

Environment: Schedule Reports Resolution: The KEEP_EMAILED_IMAGES configuration setting specifies how many days charts and other images in scheduled reports and forwarded reports will be kept. This...

Environment: Surveys, End of Survey Options Outreach and Feedback Note: The steps within this answer apply mainly to Basic Mode surveys. Notes on differences for Advanced Mode are also included...

Environment: Answer Score / Rating Resolution: By default, the answer score feature allows you to have up to 5 response settings for your end-users to rate how well a public answer met their needs...

Environment: Custom Fields, Data Types Oracle B2C Service Versions 20C and earlier Resolution: The Decimal Custom Attribute Field Type has been added to versions 20D and later. For details on this...

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: Knowledge Foundation Answers, Score, Solved Count, Weight, Display Position Oracle B2C Service, all versions Resolution: The score is calculated from the static score and the solved...

Environment: Analytics, Answers Resolution: Since the Search KnowledgeBase report (report ID 125) is a standard report, it cannot be modified. You will have to make a copy of the report to use...

Environment: Survey results, Exclude survey response Resolution: The current product functionality does not allow you to manually change the score of a survey. At this time, the only option...

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: Contacts, Organizations  Oracle B2C Service Resolution: When making edits to a contact, on the contact editor, in order to select a different organization, the profile needs this...

Environment: Answers, Score, End-user pages Oracle B2C Service Resolution: The Solved Count feature collects information about the usefulness of answers in your knowledge base and uses this data to...

Environment: Answers, Agedatabase settings Resolution: The SA_AGE_FREQ  configuration setting specifies the aggressiveness of the SmartAssistant Data Aging process. Aging includes both reducing...

Environment: Staff Accounts, Profile The following pertains to most record types. Information for answers can be found in Read-only access to answers. Resolution: Staff members can open...

Environment: Analytics, All versions Oracle B2C Service Resolution: When working with reports, you can include filters for date and time fields as selection criteria. For example, with incidents, you...

Environment: Oracle B2C Service Knowledge Advanced Customer Portal Issue: The Knowledge Advanced Customer Portal widget I am building needs to cache data for better performance. Resolution:  ...

Environment:Oracle B2C ServiceResolution:Oracle best practice is for you to refresh/re-create your test site on a regular basis: Test site (TST) management best...

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

Environment: Oracle B2C Service Sites with Knowledge Advanced only Authoring Adding and Editing Content Issue: There are three types of links that can be used with content.  embedded article...

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: 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: 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: Service Level Agreements (SLAs), Response Requirements, Incidents, Analytics Resolution: The interval length (the time element reported for each interval) can be reported in two ways...

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: Incident delivery receipt Resolution: With standard product functionality there is not a way to determine if an outgoing email was opened or read by the customer. As far as...

Environment: Answers, Display Position Oracle B2C Service, All versions Resolution: When editing an answer, the Display Position menu allows you to easily change the display position of your public...

Environment Oracle Cloud Service - all releases Oracle Engagement Engine Cloud Resolution The visitor_sessions table, along with the visitor_events, visitor_offers and visitor_pages tables, is a...

Environment Engagement Engine Oracle B2C Service, All versions Resolution There are two configuration settings that control the way the data is being purged from the visitor_sessions table...

Environment: Analytics Resolution: You can use conditional formatting to customize the display of output columns in your report.  Conditional formatting only affects the display of cells in that...

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...