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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: 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: 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: 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 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: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: B2C Service Chat, Agent Console Oracle B2C Service Issue: When agents are pasting URLs copied from Microsoft Edge browser into the Compose area of a chat in the .NET Console, the URL...

Environment: Oracle B2C Service, Chat, All supported versions Resolution: When a chat is first loaded into the Oracle B2C Service agent console a request is made to Oracle's servers for a .css...

Environment: Knowledge Advanced (all versions) Issue: Special characters are being seen in search results or elsewhere as HTML entities rather than the desired character. Resolution: HTML entities --...

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...

Going forward, you’re going to be seeing and hearing a lot about the Oracle B2C Service Support Experience.  When we talk about our Support Experience, we’re talking about a program designed to...

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: 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:Customization APIs including Connect for PHP API (CPHP)Oracle B2C ServiceIssue:While implementing a new Custom Process Model (CPM) customization we have encountered the following...

Environment: Browser User Interface (BUI) Menus listing a large number of items Issue: We are trying to search for a category, but only a partial list is displayed when we enter a search term. We do...

Environment: Oracle B2C Service, All versions Issue: We would like agents to be able to send end users plain text emails, but when we include links they are duplicated in the response which the end...

Today's pick is a heist movie 'classic'. 'Ocean's Eleven' tells the story of Danny Ocean (George Clooney), a wry, charismatic thief, who in less than 24 hours into his parole from a New Jersey...

Environment: Shared Network Location (SNL) November 2011 and later releases Issue: Can we set the Shared Network Location (SNL) to the C drive on each workstations? Resolution: You can set the SNL to...

Environment:HSTS (HTTP Strict Transport Security)Oracle B2C Service, All supported versionsSites that use custom domain SSLIssue:We are interested in learning about HSTS (HTTP Strict Transport...

Environment: Incoming Emails Oracle B2C Service all versions Resolution:     While it's not possible to stop the emails from being deleted from an Oracle hosted mailbox, there are...

Environment: Email, malware, phishing, virus, spam Solution: An incident created by email that you suspect has mal-intent can be forwarded directly from your .NET or BUI console to our spam...

Environment: All supported versions Resolution: It is not possible to pre-install the Oracle B2C Service application for roaming agents, profiles, Virtual Machines, or Desktops...

Environment: Incoming Emails, File Attachments Oracle RightNow Service Resolution: This behavior has been seen when automated emails are being generated by an outside source and is due to the...

Environment: Text Area type Custom Fields, Appended via Business Rules Oracle B2C Service, All supported versions Issue: When the contents of a text area or text field custom field are appended to...

Environment: Setting up multi-interface site Resolution: Multiple interfaces allow you to provide a separate end-user site and differing information to a variety of audiences while maintaining one...

Issue: A customization or integration is sending a request to the Connect REST API and receives an error message such as the following: This interface uses da-DK language which does not match with...

Environment: Oracle B2C Service updates Resolution: Oracle periodically issues software updates for supported versions of Oracle B2C Service.  The purpose of these updates are to improve the...

A Night and Day Customer Experience I've just returned from a month and a half of heavy travel and am still playing catch-up with my emails, my blogs and my time zones. I ended April with a fantastic...

As a Practice Manager in Oracle Consulting, I find myself on the receiving end of a panicked phone call or urgent email often. Oracle Consulting boasts a talented team that can support an array of...

Environment: Analytics, Oracle B2C Service all versions Resolution: Error "Problems During Load - Unknown" is an MS Excel engine error. It returned when at least one of...

Environment: Incident Thread, Incident Thread Masking, Custom Masking Oracle B2C Service, All versions Issue: I have applied what I believe to be a valid Custom Mask for incident threads. However...

I've always been a big fan of movies. Not really for the plain entertainment they are supposed to provide, the dopamine-triggering scenes, eye-catching CGI or carefully constructed characters. Don't...

Environment: Service Level Agreements, SLA, TZ_INTERFACE, Time zone Oracle B2C Service Resolution: Service Level Agreements (SLA) do not need to be updated due to daylight savings. The product...

Environment: Chat, Browser UI Oracle B2C Service Resolution: Agents using the Browser UI to answer live chats can personalize the Sound Alerts that play during those active sessions. Personalizing...

Environment: Message Templates, Emails Issue: When we try to foward an incident, we receive an error: Forward(s) failed Resolution: This is likely because the Admin Forward Incident message...

Environment: Incoming Emails / File Attachments Resolution: We scan files that are uploaded to the file attachment server (FAS) as they are uploaded.  These definitions are updated daily or...

Environment: Connect for PHP, Public REST and SOAP APIs Oracle B2C Service Resolution: A thread content type (ContentType or contentType field, depending on API) value of 2 indicates HTML content...

Environment: Visual Email Oracle B2C Service, November 2011 and later releases Resolution: In order for your agents to see the inline images your customers add to their emails you must have the...

Environment: Chat / Configuration Resolution: One option is to create a chat rule to terminate the chat request based on a contact's email address.   For this option, please see current...

Environment: Oracle Self Service for Facebook Resolution: Page tabs can be added to your Facebook Page and only appear in non-mobile versions of the Page. Custom page tabs on mobile pages are...