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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...

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: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:Job Scheduler Issue:Our scheduled jobs are not updating based on daylight savings. We have gone into the Job Scheduler and clicked in the start date, and found by doing so the job...

 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...

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: 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: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: 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: 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: 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...

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: 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: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: 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...

 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: 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: 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: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: 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: 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 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: 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: 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...

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: 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: 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: 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: 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: 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...

The recording for our recent B2C Service webinar Customer Portal Basics is now available! If you missed the live event or would like to review some of the content and demos, you can now watch the...

Environment: Analytics, Rollups and Slices Resolution: Rollups and Slices You can use rollups or slices to collapse records based on a common value in your report. This, in effect, creates a...

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: 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: 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...

Environment: Spell Checking while editing an incident Workspaces, Incidents Oracle B2C Service Resolution: This message can be avoided by editing a workspace to utilize another method of Spell...

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: 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...