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Environment: Usage Metrics Report Resolution: Some SKUs include free limited usage of other products. For example, B88484 includes a limited amount of Emails Sent (B68548). The included amount is...

Environment: Business Success Onboarding and Project Planning Resolution: Preparing and onboarding yourself on Oracle Cloud, you would next move on to Project Planning and Design phase. This phase...

Environment: Interface labels, All versions Issue: When trying to set up unique names for our interface labels, the label name appends to all the interfaces which are in the same language...

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:  All versions, reports, workspaces. Issue: I know that there are certain fields in a table, but when I try to add them to a workspace, I cannot find them in the insert controls...

Environment: Chat Agent configuration is available in all versions with Oracle RightNow Chat Cloud Service.  Chat End-user Configuration is available in all supported versions. Resolution...

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: 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: Workspaces - Incident Editor Issue: When an email is sent in as plain text, the incident thread will default to plain text. Resolution: The state of the Rich/Plain text button depends on...

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 Version 22A and newer.   Resolution: For agents handing chats in the Browser UI, a new feature “Rich Text & Plain Text Toggle” is available starting 22A+. Previously...

Environment: Business Rules  Oracle B2C Service Resolution: Currently there is no feature that allows the Rule tree to remain open after a save in the rule Editor. If you would like to submit an...

Environment: SmartAssistant, Configuration Settings, All versions Resolution: Two configuration settings allow you to restrict SmartAssistant suggested solutions to be the same product and/or...

Environment Interfaces, Site Management, .NET console Oracle B2C Service Resolution To change the name of your interface as it appears in the title bar of your .NET console, use the steps below: From...

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:Customer Portal, Mobile pagesetResolution:You might observe that when chatting with an end-user who is using a mobile device, the hyperlinks you're sending from the console will appear as...

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: Connect for PHP (CPHP) API, Process Designer, Custom Process Model (CPM) / Service Process Model (SPM) All product versions Resolution: The 200 email recipient limitation described in...

Environment: Oracle B2C Service, All supported versions Resolution: If you are plan on doing some changes that may impact the data on the production site you can create a full clone of your site as a...

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

Environment: Connect Web Services for SOAP ("SOAP API") Resolution: If you've found that a new customer entry, private note or response added via an incident workspace is defaulting to plain text...

Environment: Incidents, Contacts, Custom fields Issue: When a customer fills in his name on the Ask a Question (AAQ) form, it is not showing up inside the actual incident.  Resolution: Check to...

Environment: Configuration Settings, Workspaces Resolution: This behavior is controlled by a hidden setting related to the language of the interface of a site. If enabled the Contact Name...

Environment:Oracle B2C Service Interface, All versionsIntelligent AdvisorResolution:It is possible to change the site name, interface name, and interface vhostname after a site has been created...

Environment: Outlook Integration Issue: We are trying to set up Outlook integration with our Oracle B2C Service site. When defining the Credential Information, we are supposed to enter the Server...

Environment: Analytics, All versions Resolution: You can fix report columns so that the column you are viewing stays in place when you scroll horizontally to see other columns. This is useful with a...

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 Oracle B2C Service Primarily sites with Dutch and German interfaces   Resolution Looking to improve agent efficiency? While researching a customer driven enhancement (CDE) the...

Environment: Products, Categories Issue: We are looking to change the name of a product or sub-product in the products menu (or similarly a category or sub-category in the Categories...

Environment: Chat / Agent Console Issue: We have standard text set up using the system defined contacts.name.first variable. In Chat, agents are seeing cases where the first name value is not...

Environment: Business Success Oracle B2C Service - Configuration and Solution Build Phase Resolution: During the configuration and solution build phase, everything that was decided as part of...

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...

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...

If you've ever wished to navigate Workspace Rules with a bit more clarity, Principal Technical Support Engineer Andrei Soimareanu has you covered! In case you couldn't attend the live event, a...

Environment:All versions, Staff Accounts, .NET consoleResolution:It is not possible to log into multiple machines at the same time with the same Staff Account. When a Staff Account logs into...

My kids love Minecraft. It’s a decidedly low-tech game that nonetheless draws you in by letting you go anywhere you want and build whatever you can dream up.  It’s a bit...

Environment: Oracle B2C Service Resolution: File Sync reduces the change freeze duration for Customer Portal and custom files. File Sync allows file changes to be made on the production...

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...