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Published Answers

  • Comparing the weight, score, and computed score

    Environment: Answers Oracle B2C Service, All versions Resolution: In general, the weight field is calculated when a text search is performed to indicate how well the search text matches the contents...

  • Some of our incidents display in red in the list

    Environment: Incidents, Analytics Resolution: Data exceptions are included in the system incident reports to display escalated incidents as red. Within the report, you can configure how escalated...

  • Incident Field: Last Survey Score

    Environment: Workspaces, Surveys Outreach, Feedback Resolution: It is possible to add the Last Survey Score field to an incident or opportunity workspace so users can view the last survey score given...

  • Answer Ranking / Scoring

    Environment: Answers Oracle B2C Service Resolution: The score is calculated from the static score and the solved count from both customers and agents, including a combination of long-term and...

  • Updating Survey Scores

    Environment: Survey results, Exclude survey response Resolution: The current product functionality does not allow you to manually change the score of a survey. At this time, the only option...

  • Total survey score does not equal the total of the question scores for a survey

    Environment Surveys, Feedback, All Versions Issue When viewing survey results the following can be seen: "Note:The Survey Score is affected by other processes and does not equal the total of the...

  • Limit of Answers that can be created/stored on the console

    ENVIRONMENT: Answers RESOLUTION: There is currently no hard limit set for the number of Answers that can be created and stored in the Oracle B2C Service application. However, as the database grows in...

  • Read Logging

    Environment: November 2012 and newer releases, Incident Read Logging August 2018 and newer releases, Contact Read Logging Resolution: Read Logging functionality allows you to track every time an...

  • Storing and manipulating money (decimal) values in a custom field

    Environment: Custom Fields, Data Types Oracle B2C Service Versions 20C and earlier Resolution: The Decimal Custom Attribute Field Type has been added to versions 20D and later. For details on this...

  • Effect on answer score by end-user and staff activity

    Environment: Answer Score / Rating Resolution: By default, the answer score feature allows you to have up to 5 response settings for your end-users to rate how well a public answer met their needs...

Documentation (243)

  1. Link to a URL

    Status Bar Status Bar Status Bar add-ins are custom controls which can be created and added to the status bar area of the Oracle B2C Service desktop client. The status bar can host multiple add-ins;... Last Updated: 02/08/2023

  2. Link to a URL

    Open a Report in the Report Management Component Using B2C Service Search Home Analytics Monitoring Report Usage How to Monitor Report Usage Several reports are available to help you determine how and where your reports and dashboards are used... Last Updated: 09/09/2022

  3. Link to a URL

    Open a Report in the Report Management Component Using B2C Service Search Home Analytics Monitoring Report Usage How to Monitor Report Usage Several reports are available to help you determine how and where your reports and dashboards are used... Last Updated: 11/13/2025

  4. Link to a URL

    Change Colors Using B2C Service Search Home Analytics Analytics Explorers How You Change Fonts and Colors Certain items you edit in explorers include options to change font attributes or add colors. Change Colors... Last Updated: 09/09/2022

  5. Link to a URL

    Change Colors Using B2C Service Search Home Analytics Analytics Explorers How You Change Fonts and Colors Certain items you edit in explorers include options to change font attributes or add colors. Change Colors... Last Updated: 11/13/2025

  6. Link to a URL

    Change Colors Using B2C Service Search Home Analytics Analytics Explorers How You Change Fonts and Colors Certain items you edit in explorers include options to change font attributes or add colors. Change Colors... Last Updated: 06/16/2022

  7. Link to a URL

    Open a Report in the Report Management Component Using B2C Service Search Home Analytics Monitoring Report Usage How to Monitor Report Usage Several reports are available to help you determine how and where your reports and dashboards are used... Last Updated: 06/16/2022

  8. Link to a URL

    Merge Report Properties Using B2C Service Search Home Core Features HTML and Text Editors Links and Dynamic Content Elements You can add several types of links and dynamic content elements to your content. When an element... Last Updated: 09/09/2022

  9. Link to a URL

    Merge Report Properties Using B2C Service Search Home Core Features HTML and Text Editors Links and Dynamic Content Elements You can add several types of links and dynamic content elements to your content. When an element... Last Updated: 11/13/2025

  10. Link to a URL

    Merge Report Properties Using B2C Service Search Home Core Features HTML and Text Editors Links and Dynamic Content Elements You can add several types of links and dynamic content elements to your content. When an element... Last Updated: 06/16/2022
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