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

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

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

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: 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: 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: 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: 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: 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: 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: Chat, Business Rules Oracle B2C Service Resolution: You can use rule states to requeue a Chat Request after a certain number of seconds. Let's suppose you would like a Chat assigned to...

Environment: Oracle B2C Service, All supported versions, sites in FG pod Issue: We are unclear as to how FIPS (Federal Information Processing Standards) influence our B2C Service instance...

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: 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: 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: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: February 2015 and newer, Incident Archiving  Resolution: Starting with version February 2015, the default values that govern incident archiving and archived incident purging will be...

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: 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: Custom Objects, Oracle B2C Service, All versions Issue: After opening the Object Designer, selecting a package and clicking on New, the Object option is grayed out. No error or warning...

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: 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...