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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 Intelligent Advisor  Resolution In order to opt out of the automatic upgrade process for the Intelligent Advisor sites, one must open a service request with the Oracle B2C...

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 Service Outreach, Audiences, Contact Opt-in/out options Resolution: Within Oracle B2C Service Outreach, you can add additional custom contact fields that can be used to...

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: 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: 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: Audiences, Global Opt-in Resolution: When defining an audience segment, the system-defined global opt-in field is not automatically included as a filter in the segment. However, when...

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: Agent Console Resolution: Out of Memory Error issues can have different causes and as such, pinpointing the issue and resolution typically comes down to obtaining detailed...

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: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 using non-Oracle hosted mailboxes to create incidents via email.Issue:The techmail utility is showing the following messages, causing the runs to...

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: 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, 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: 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: Surveys, survey_common.phph, survey_results.php Resolution:  Currently, this file is not editable.  A managed services engagement is needed to customize the output of the...

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: 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: 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 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: 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:Browser User Interface (BUI), ReportsOracle B2C ServiceIssue:The 'Save as Default Values' option is grayed out for every report in BUI for one agent. Other agents with the same...

Environment: Oracle B2C Service Customer Portal (end-user pages), version-independent Issue: Users may keep the Customer Portal open in a browser window for awhile with no activity. For example...

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: 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: Answers, Workspaces, HTML Answer Editor Oracle B2C Service, 19A, 19B Resolution: In the Oracle B2C Service release 18A, the Answer Editor was changed to be compatible with the Browser...

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...

Environment: File Attachments, Configuration Settings Permission allowing agents to open file attachments Issue: When accessing the attachments tab in a workspace, the "Open" option is grayed out and...

Environment: Chat workspace Resolution: Logging out of chat during an active chat session The standard functionality of the product allows agents to log out of a chat session during an active chat...

Environment: Connect Web Services for SOAP (CWS) API, REST API, Connect for PHP API, ROQL, All product versions  Resolution: When ROQL query is run from one of the Oracle B2C Service...

Environment: ROQL, Oracle B2C Service 19D and above. Issue:  After upgrading from an Oracle B2C Service Release 19C or below to an Oracle B2C Service Release 19D or above, the ROQL query I...

Environment: ROQL, Oracle B2C Service 20B and above. Issue:  After upgrading from an Oracle B2C Service Release 20A or below to an Oracle B2C Service Release 20B or above...

Environment:Connect for PHP (CPHP) APIOracle B2C ServiceIssue:I have developed a PHP/File Manager custom script and it is timing out before it is able to complete.Resolution:A PHP process starts up...

Environment: Oracle B2C Service Sites with Knowledge Advanced only, all versions Search Tuning Manage Search Query Issue: When searches are executed there is a content retrieval process that can be...

Environment: Spell Checking while editing an incident Workspaces, Incidents Oracle B2C Service Resolution: This message can be avoided by editing a workspace to utilize another method of Spell...

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: Analytics, Rollups and Slices Resolution: Rollups and Slices You can use rollups or slices to collapse records based on a common value in your report. This, in effect, creates a...