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

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

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: 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: 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...

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 .Net Console, Desktop Add-ins (.NET API), Connect Web Services for SOAP (CWS), Process Designer, Custom Process Model (CPM) / Service Process Model (SPM) Oracle B2C Service...

Environment: Oracle B2C Service all versions Resolution: You will need to check the navigation set your profile is using and modify it in order to add these new records as these will not be added...