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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...

  • 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...

  • 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...

  • Storing end-user passwords in a "cookie"

    Environment: Cookies Resolution: Cookies are not stored within the Oracle B2C Service product, they are stored on the local workstation in the default location as defined by your browser.  You...

  • 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...

  • 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...

  • 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...

  • 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...

Documentation (41)

  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

    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

  4. 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: 02/18/2026

  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: 02/18/2026

  6. Link to a URL

    Overview of Chat on the Customer Portal Using B2C Service Customer Portal Search Home Chatting on the Customer Portal Overview of Chat on the Customer Portal When Chat is enabled on your site, the Contact Us sidebar on the Results and... Last Updated: 06/27/2022

  7. Link to a URL

    Filter Community Questions Using B2C Service Customer Portal Search Home Moderating Community Self Service The Question Moderation Dashboard The ModerationAction widget lets users assigned to the role set perform a combination... Last Updated: 06/27/2022

  8. Link to a URL

    Filter Comments Using B2C Service Customer Portal Search Home Moderating Community Self Service The Comment Moderation Dashboard The ModerationAction widget lets users with the role set perform a combination of... Last Updated: 06/27/2022

  9. Link to a URL

    Inherit the Assigned Field Using B2C Service Search Home Core Features Tasks How You Inherit Task Fields When a task is associated with a record, some values for that task can be “inherited” from the associated record. Inherit... Last Updated: 09/09/2022

  10. Link to a URL

    Correct an Inline Misspelling Using B2C Service Search Home Core Features Common Functionality Correct an Inline Misspelling If your administrator has configured inline spell checking for fields in the workspaces you use, any... Last Updated: 09/09/2022
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