Search

Environment:   Standard Text Editor Oracle B2C Service, All versions   Resolution:   You should be able to follow the steps below to create a standard text with answer links...

Environment: Incidents, Rules, Escalations Oracle B2C Service Resolution: To add standard text with an escalation notification email, you will have to add the following conditions in the THEN section...

Environment: Standard Text, System-defined Variables, $ Resolution: The following table lists the system-defined variables (standard content variables) that are available for standard text...

Environment: Oracle B2C Service, Standard Text Messages Oracle B2C Service, all supported versions Resolution: In previous versions released before November 2014 the Standard Text defaulted to the...

Environment: Analytics, Standard Text Oracle B2C Service, All versions Resolution: The "Standard Text Utilized By Agents" report (ac_id 13034) will only count standard text used directly in...

Environment: Standard Text / Incident Response Emails Resolution: The spacing used in the standard text entries is by design. There were other issues with the display of the various typefaces and...

Environment: Standard text, hotkey Resolution: The F8 function key opens the quick text feature, which allows you to enter a hotkey sequence for a standard text. This allows staff to most easily...

Environment: Workspaces, Standard Text Oracle B2C Service Resolution: A workspace rule action is available for incident workspaces and incident scripts that adds standard text (as a specified...

Environment: Service > Standard Text Response Messages Oracle B2C Service  Resolution: Oracle B2C Service allows you to create folders to better organize the standard responses you create for...

Environment: Analytics, All versions Resolution: The standard report "Standard Text Utilized by Agents" can be used to track standard text use by Agents. You can find the Standard Text Utilized by...

Environment: Business Rules, Standard Text, Incident Forwards Oracle B2C Service, All versions Resolution: To get the desired functionality you would create a Business Rule that uses "Append Response...

Environment: Standard Text, Oracle B2C Service Console Issue: Errors received in the console when saving Standard Text: "Lost table lock for Standard Text. The table lock no longer exists. Another...

Environment: HTML, Standard Text, Email Issue: I would like to use HTML in my standard text responses, such as bolded text or a change in font color. I have enabled all email messages as HTML. I have...

Getting Started: Test Site Management Best Practice Test Site Product Description Support for Issues in Test Environments Requesting/Refreshing a Site: Updating Oracle B2C Service Test Site...

Environment: Business Rules, Standard Text Response Messaging Upgrade from May 2011 and prior Resolution: The incident thread control previously available for incident workspaces has been replaced...

Environment: Non-Production sites (test sites and upgrade UAT sites) Resolution: Test sites are hosted on cloned servers, separated from production sites.  This prevents issues in test...

Environment: All versions (text editor) Resolution: This behavior is as designed due to .NET technology. It is applicable for all parts of the application that are using text editor...

Environment:Standard Text Messages, Standard Response TextOracle B2C Service, All versionsResolution:Oracle B2C Service allows you to create standard text responses that your staff can use when...

Environment: Process for Data Restore Requests Oracle B2C Service Resolution: The backups of your site hosted on Oracle servers are captured every 24 hours. These daily backups are kept for 14 days...

Environment: Custom/Standard Widgets Customer Portal (CP) Resolution: There may be a possible collision with custom widgets and standard widgets of the same name being referenced on a single...

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: Customer Portal (CP) Resolution: You can edit the text of the tabs used to navigate through the end-user pages. By editing appropriate message bases, you can customize your end-pages to...

Environment:Customer Portal, Knowledge Foundation Answer WorkspaceOracle B2C Service Resolution:Customers having the new rich text editor enabled may face an issue where Knowledge Foundation...

Environment: Customer Portal (CP) Issue: A copy of a standard report that works in Customer Portal on one interface does not work on any other, and the error produced is "Widget error...

Environment:Oracle B2C Service test siteResolution:Generally, a test site should be on the same version as production in order to provide the most value. Test sites should be...

Environment:Oracle B2C Service Test Sites, All versionsResolution:Configuration Assistant provides you the ability to create a copy of your Oracle B2C Service production site for testing changes...

Environment: Data Lifecycle Policy, Purging and Archiving incidents Browser User Interface (BUI), Oracle B2C Service Resolution: This answer provides specific details for creating a policy for a...

Environment:Oracle B2C Service Configuration Assistant on Oracle Cloud PortalResolution:Site Operations menu for test sites such as Create/Re-Create and Update options may be greyed out if at least...

Environment: Oracle B2C Service Sites with Knowledge Advanced only Authoring Content type schema configuration Issue: I enabled full-text search for a schema attribute on a certain content type. When...

Environment: Customer Portal (CP) Issue: A copy of a standard Questions report is not working as expected when using the REST API analyticsReportResults endpoint?   Resolution: The standard...

Environment:   Oracle B2C Service, all versions Single Sign-On login flow Customer Portal or agent login Issue:   Testing in a test or upgrade environment, users can’t use Single Sign-On...

Environment: Oracle B2C Service Test Sites, All versions Resolution: Oracle recommends you refresh your test site approximately one week after every production cutover. Refreshing is a...

Environment: Oracle Service Chat  Resolution: If you require the use of rich text within your custom chat deployment, use the REST API. Currently, the REST API supports rich text for chat...

Environment: Standard ReportsOracle B2C Service Analytics, All versionsIssue:One of our standard reports now processes too much data and wants to queue every time it is run. We would like to...

Environment: Test site environments (newly created, recently refreshed and cloned sites), Requested via Configuration Assistant self-service tools Oracle B2C Service, All versions...

Environment:Oracle B2C Service, Browser UI Enhanced Business RulesResolution:The Enhanced Business Rules Runtime Logs and Audit Logs are not enabled on test or upgrade sites by default. Moreover, if...

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:Knowledge Foundation Answer Workspace, Browser UI,Oracle B2C Service  Resolution:Starting 25A, the rich text area has been updated to a more streamlined and more secure version...

Environment: Chat, Browser UI, Engagement Panel Oracle B2C Service Resolution: Administrators can now configure whether the rich text menu is enabled or disabled for agents handling chat...

Environment:B2C Service Chat, Browser UI, Engagement PanelOracle B2C Service Resolution: As of August 16th 2024, a new Rich Text editor version is now available for testing. For agents...