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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: Service Process Model (SPM), Process Designer, Custom Processes (CPM) Oracle B2C Service Resolution: The "CPM failed: Too many cycles: Max 5 cycles exceeded" error will be...

Environment: Customer Portal versions 3.6, 3.7 and 3.8 Oracle B2C Service Resolution: The Oracle B2C Service Customer Portal versions 3.6, 3.7 and 3.8 are deprecated as of November 2022. Customers on...

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: 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 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: 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:Oracle B2C ServiceResolution:Oracle provides support for the newest four (4) releases (the “GA releases”) of Oracle B2C Service. With each subsequent release, the oldest GA release will...

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: 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: Not version specific. This answer is applicable when submitting incidents on email issues to Oracle B2C Service Technical Support. Resolution: To troubleshoot email...

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...

EnvironmentDeprecation Announcements and End of Life (EOL) scheduling for Oracle B2C Service features/modulesResolution:Important update, CCOM v1.2 and v1.3 are no longer deprecated. Customers...

Environment: Customer Portal versions 3.3, 3.4 and 3.5 Oracle B2C Service Resolution: The Oracle B2C Service Customer Portal versions 3.3, 3.4 and 3.5 are deprecated as of August 2019. Customers on...

Environment: Customer Portal version 2.0 Deprecation Oracle B2C Service Resolution: The Oracle B2C Service Customer Portal version 2.0 was deprecated as of November 2012. Oracle does not test this...

Environment: Customer Portal versions 3.0, 3.1 and 3.2 Resolution: The Oracle B2C Service Customer Portal versions 3.0, 3.1 and 3.2 are deprecated as of May 2016. Customers on those versions, as well...

Environment: Cobrowse all versions and environments Resolution: All versions of Cobrowse are deprecated as of December 8th 2022. Cobrowse is "End of Life" as of December 2023. The Cobrowse “end of...

Environment: Staff Accounts Oracle B2C Service, All supported versions Issue: Changing an account from having a manager to having no manager in the case of promoting a staff member to a manager...

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: 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: 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: 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: Analytics, May 2015 and greater Resolution: Beginning in the May 2015 release, queued reports will now have a time limitation of: • 15 minutes when the report is set to run off the...

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: 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: 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...

Environment: Analytics Resolution: 1. From Reports Explorer, open the report 2. At the bottom of the pop-up window, click Settings > Enter Search Design Mode 3. Note that the filter search pop-up...

Environment:   Customer Portal, Answer feedback Issue: I have modified the standard AnswerFeedback widget to display in ranking by changing the num_options ="5" and ratings="true", but it...

Environment All versions Issue A report is run which includes too many values to properly display on the page.  For example, incidents created grouped by Year/Month/Day.  The result is...

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: Oracle B2C Service, All versions Resolution: 1. Purpose The purpose of this guide is to provide a concise reference on the Oracle B2C Service application, it's deployment and...

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: Public APIs (Connect REST, Connect Web Services for SOAP) All product versions Issue: We are seeing an API response stating: Too many items in operation - exceeds internal limit of 1000...

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: 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: 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: 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: 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: 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...