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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: 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: 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: Knowledge Advanced for Oracle B2C Service  Issue: There is no OOB (out of box) report for user subscriptions.  When CP users (contact users) or .NET and BUI users (account...

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: 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: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: Oracle B2C Service, Data Management  Resolution: It is a best practice to define and configure a data management strategy in order to keep a "healthy" database size. A database...

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: 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: 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: 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: Intelligent Advisor Resolution: Intelligent Advisor (OPA) cannot currently handle attachment sizes bigger than 50MB combined in a single interview. If the individual attachment size...

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: 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: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 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: 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: 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: 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...

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:   .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: 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 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: Mailboxes, Outreach and Feedback Oracle B2C Service, All versions Issue: When creating a new survey or mailing, we receive this alert message: "No Enabled mailbox exists. You will not be...

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: All Supported .NET versions of Oracle B2C Service Issue: Support by Microsoft is ending for Windows 7 and some versions of Microsoft .NET framework. See Notes below! In keeping with...

Environment: .NET Console, Browser Controls Oracle B2C Service 21A or newer Resolution: Microsoft has announced end of support of the Internet Explorer (IE11) desktop application.  Microsoft...

EnvironmentChat, Browser UIOracle B2C Service Resolution As of the April I 2024 Browser UI release, Administrators can view chat agent personal profile settings from within the Browser UI...

Environment: Chat, Browser UI Oracle B2C Service Resolution: Starting with the Browser UI version released in January 2023, a new custom configuration setting is supported to set status to...

Environment Navigation Sets, Profile Options Resolution If you update a navigation set and those changes are not implemented when the staff member logs in, this is an indication that the staff...

Environment: Answers, Getting started creating a knowledge base Oracle B2C Service Resolution: Before you develop your knowledge base, it is important to understand the process for publishing...

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: Incident Routing, Business Rules Oracle B2C Service, All versions Resolution: In general, this type of issue arises, not because a rule was by-passed, but instead because the incident...

Environment: B2C Service Chat, Customer Portal (CP) Oracle B2C Service Issue: Error received in browser console: > Error: site-url must be set "sitename.widget.custhelp.com" Resolution: If you are...