Search

Environment: Techmail Utility Oracle B2C Service Resolution: The techmail-M utility handles the processing of bounces that are a result of messages sent using Outreach and...

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...

Environment: Format Input Masks for Custom Fields, Phone and Postal Codes Resolution: You can define a mask to be used with custom text fields, country phone and country mail. When a mask is defined...

Environment: Product and Category listing Oracle B2C Service Knowledge Advanced Issue: There is more than one scenario the availability of sub products / sub categories might be in question: I...

Environment: Data Import Wizard, Custom Input Masking Oracle B2C Service, All versions Issue: I am completing a data import and one of the columns in my CSV file is a field which has an input mask...

Environment: Oracle B2C Service, All Versions Resolution: The "Rules Edit" permission needs to be enabled under the agent's profile in order to edit business rules. To confirm this is enabled, view...

Environment: Configuration Settings, Configuration Editor Oracle B2C Service Resolution: Your Oracle B2C Service application includes many configuration settings that allow you to enable or disable...

Environment: Chat - Agent Console, Workspaces Oracle B2C Service, All supported versions Resolution: Flexible Incident Editing allows incidents to always contain the full chat transcript. You can...

Environment: Oracle B2C Service, Techmail, Contacts Issue: An email with a corresponding contact record is being filtered. This can be seen when viewing the Incoming Email Filter Details report...

Environment: Custom Fields Oracle B2C Service Resolution: Important! Custom fields can be created as needed from the admin console without submitting an incident to Oracle B2C Service. When custom...

Environment: Regular Expressions used in Business Rules Resolution: A regular expression uses operators and character strings to specify a set of character strings, which can be used when...

Environment: Answers August 2012 and newer releases Oracle B2C Service Resolution: You can remove the 'Edit' and 'Delete' options in the 'Notes' tab of the answer workspace by editing the Service tab...

Environment: Incident Thread Control, Incident Thread Correction, Profile Permissions Oracle B2C Service, all supported versions Scenarios: - A customer has included sensitive information in...

Environment: Configuration Settings, Changing the Date/Time Format displayed in the console Oracle B2C Service, All versions Resolution: Within your Oracle B2C Service application, several...

Environment: Analytics, Format Tokens for Date and Time Resolution: To format the display of a column that displays a date/time: Open the report in Edit mode. Right-click on the column whose...

Environment: Outreach, Feedback, Surveys Resolution: We have a URL in our survey that has changed, and I need to update the URL that is part of the active survey. I would also like to add a question...

Environment: Tasks Resolution: Tasks can be either stand-alone items that are independent of any other records in the application or they can be associated with any of the records listed below...

Environment: Analytics / Reports Resolution: You can copy both custom reports and standard reports such as the Answers Viewed, Agent Effectiveness, and Service Summary reports. This allows you to...

Environment: Configuration Settings, Time zone format Resolution: You can add the time zone to the DTF_TIME setting by including the %Z variable in the Value field. The setting would read: %I:%M %p...

Environment: Date/Time display Issue: I would like the date stamp to display with the day followed by the month and the time stamp to display 2:00 p.m. as 14:00.  Resolution: The DTF_SHORT_DATE...

Environment: Opportunity Tracking, Sales Oracle RightNow Opportunity Tracking Cloud Service Resolution: Oracle RightNow Opportunity Tracking Cloud Service allows you to define sales quotas for each...

Environment: Profile permissions, All versions Resolution: If you find that your agents are not able to modify the Organization to which a contact is related even though their profile has permission...

Environment: Analytics, August 2016 and later Issue: When trying to perform any action (open, edit, view definition) on a report, the customer is receiving an error saying: "Instance validation...

Environment: Oracle B2C Service Staff Account Profiles Resolution: This behavior is working as designed. The Analytics permissions feature within a Staff Profile is designed to allow Open and Edit...

Environment:Oracle B2C ServiceResolution:Store files in the ‘/tmp’ directory and if they are not updated in three days they will be deleted from the system.Note: As of November 15th, 2024, this...

Environment: Outgoing Service Mail, Message Templates Oracle B2C Service Resolution: Within the message template functionality is the ability to create a global template that can be applied to brand...

Environment:Oracle B2C Service, Utilities, TechmailResolution:Techmail retrieves email from your configured outreach (techmail-M) or service mailboxes (techmail-S or techmail-O) to create new...

Environment: Profiles, Analytics, Workspaces Oracle B2C Service Issue: After disabling Open/Edit Analytics permissions at the profile level (or ALL analytics permissions), standard reports used...

Environment: Business Rules Oracle B2C Service, All supported versions Issue: After opening business rules Configuration > Site Configuration > Rules and immediately selecting the Edit tab...

Environment:TechmailOracle B2C ServiceResolution:Considerations for techmail: (Note the below does not apply to the techmail on demand feature What is Techmail On...

Environment: Message Templates Oracle B2C Service There may be other reasons why you cannot edit the message template subject or body, but if you have any custom HTML you have added to your message...

Environment: Oracle B2C Service Feedback Oracle B2C Service Outreach Issue: This has been observed in a web page document, served via a campaign, though it could appear elsewhere.  In that...

Environment: Legacy Rules Issue: When trying to edit rules, the 'edit' screen does not to load and appears blank. However the rules are fully visible in 'View Active' mode. Resolution: This...

Environment:Utilities included with Oracle B2C Service, All versionsResolution:Utilities are back end functionality that process data on your site. As such, there is no customer available...

Environment: Version August 2014, Analytics Resolution: A report must contain a unique record identifier to allow edit options within the report. For example, a report for organizational contacts...

Environment: November 2011 and newer releases Resolution: If a staff account is moved to another account group, all of the answers assigned to that staff account will reflect an edit transaction...

Environment: Customer Portal, End-user Pages Resolution: Within the Customer Portal (CP) end-user pages, the home.php  file defines the functionality of the Support Home page. Staff whose...

Environment: Custom Objects (CO) Oracle B2C Service, All versions Issue: When I open the Object designer, I see this warning: Objects are already being edited <name> has been editing this data...

Environment:  February 2012 and newer releases, Analytics Oracle B2C Service Site Updates Resolution: As part of the update process beginning in version February 2012, reports are not...

Environment: Workspace editor Resolution: Workspace rules are not available for multi-edit workspaces. If you would like to modify a field based upon criteria when more than one record is modified at...