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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: 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...

Environment: Answers, End-user pages Resolution: While there is not a way to separately display these two blocks of 5 answers on the list of answers, you can produce a similar effect with some clever...

Environment: Chat, Browser UI Oracle B2C Service  Resolution: For Chat agents working in Browser UI, being aware of the status of their Internet connection is important, as messages sent by an...

Statement of Direction Oracle has been evaluating its strategic direction and has determined that we will no longer be providing digital collaboration cloud services, and are therefore announcing the...

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: Browser User Interface (BUI) Resolution: The Agent Browser UI (BUI) has an additional caching layer to increase locality which in turn provides faster performance in the BUI than would...

Environment: Knowledge Advanced (all versions), CKFinder Issue: When creating articles with images in the authoring interface, there is an image button in the field icons on rich text fields. This...

Environment: Customers navigating to Oracle B2C Service Support Site All supported versions Issue: Navigating to the cx.rightnow.com support pages results in slowness of about 20 seconds per...

Pass the popcorn, it’s summer blockbuster season. What are you lining up to see this cinematic summer? F1? Kantara: Chapter 1? Something else that ends in 1?The B2C Service Support team loves...

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...

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: 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: Data Import Wizard, Data Import Templates Oracle B2C Service, All versions Issue: We had previously set up some Data Import Templates to use for recurring imports that happen weekly...

Environment: Site Performance Resolution: Slow response time may be caused by one of several factors or a combination of these factors. If you believe the speed of your Oracle B2C Service...

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: 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: End of Life version documentation Resolution: Updating your site to a current version is critical in maintaining a healthy site.   The Oracle B2C Service Version...

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: February 2013 and newer using the Engagement Engine Integration Issue: While conducting page loading performance analysis on pages which leverage the Engagement Engine you might notice...

Environment: Not version specific, Live Media Bar Resolution: Stats can only be displayed in reports.  You can customize what the Agent sees in these reports by modifying the Chat Workspaces and...

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: Email Response Messages Resolution: It is possible to configure your application so that it is no longer required that end-users reply between lines in order to update an incident...

Environment: Analytics, Inline Editing option Oracle B2C Service, All versions Resolution: Inline editing is a reporting option that allows staff to edit content directly from a report without having...

Environment: All supported versions Issue: Navigating to our own support end-user pages, from within our network, results in slowness of about 20 seconds per transaction...

Environment:  Answers, Workspaces Resolution: You can give your agents access to open and read answers and prevent them from editing the answer by making a change to the profile associated to...

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: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...

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: 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: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: Oracle B2C Service Sites with Knowledge Advanced only Filtering by Product or Category during Search Issue: The Knowledge Advanced Product and Category filtering work differently from...

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 ChatResolution:The Chat Toast Notification (or pre-screen pop) gives agents quick look at basic customer information so the agent/customer interaction can...

Environment: Chat Rules, Feedback, Surveys Oracle B2C Service, All Versions Issue: After a chat is completed the pop-up survey should open a new window in Chrome or Firefox like...

Environment: Outgoing email, Staff Account Signatures All Oracle B2C Service versions newer than August 2016 Issue: Email signature adds an extra line when adding a response to the incident thread...