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Environment: Data Import Wizard, Data Import Templates Oracle B2C Service, All versions Issue: We had previously set up some Data Import Templates to use for recurring imports that happen weekly...

Environment: All Sites, Custom Fields Issue: A custom field is in a "Scheduled" state, and no further changes can be made to custom fields. Resolution: If a custom field in the editor is labeled...

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: Browser User Interface (BUI) Resolution: The Agent Browser UI (BUI) has an additional caching layer to increase locality which in turn provides faster performance in the BUI than would...

Environment: Knowledge Advanced (all versions), CKFinder Issue: When creating articles with images in the authoring interface, there is an image button in the field icons on rich text fields. This...

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: Chat, Browser UI Oracle B2C Service  Resolution: For Chat agents working in Browser UI, being aware of the status of their Internet connection is important, as messages sent by an...

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: 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: Customers navigating to Oracle B2C Service Support Site All supported versions Issue: Navigating to the cx.rightnow.com support pages results in slowness of about 20 seconds per...

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: 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: Site Configuration versions May 2010 and newer Resolution: Error Logs are only created when there are errors. If you see a message, "No Logfile found!", that just means that there have...

Environment: February 2013 and newer using the Engagement Engine Integration Issue: While conducting page loading performance analysis on pages which leverage the Engagement Engine you might notice...

Environment: All supported versions Issue: Agents encounter the 'OE_WEB_SERVER not set' error when first logging in. Resolution: This issue can occur if the local cache file...

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: Site Performance Resolution: Slow response time may be caused by one of several factors or a combination of these factors. If you believe the speed of your Oracle B2C Service...

Environment: All supported versions Issue: Navigating to our own support end-user pages, from within our network, results in slowness of about 20 seconds per transaction...

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 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: Oracle B2C Service Sites with Knowledge Advanced only Filtering by Product or Category during Search Issue: The Knowledge Advanced Product and Category filtering work differently from...

The SaaS market nowadays may look like a western movie for the sales representatives. Take the 1966 classic ‘The Good, the Bad and the Ugly’ directed by Sergio Leone. In short, in the Southwest...

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: 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: 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: 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: 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: 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: Business Success Oracle Cloud Learning through LaunchPad Resolution: As part of our new Oracle SaaS Support Services, Oracle University is pleased to announce the availability of its...

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: 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: Answers, End-user pages Resolution: While there is not a way to separately display these two blocks of 5 answers on the list of answers, you can produce a similar effect with some clever...

Environment: Oracle B2C Service SSO Resolution: The Security Log can help you troubleshoot SSO errors. This log can be accessed in the agent desktop via the Configuration button >...

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: 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 Oracle Cloud Service - all releases Oracle Engagement Engine Cloud Resolution The visitor_sessions table, along with the visitor_events, visitor_offers and visitor_pages tables, is a...

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...