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The Support Experience Blog

Troubleshooting Tools

Cimberli Kearns | 02/14/2018

Few things make Elizabeth Tritthart happier than sleuthing her way to the root of a problem. That's why she was so pleased to share troubleshooting tools that can be used if you encounter issues with the Oracle Service Cloud.  Not only can the tools help you provide detailed information to the OSvC Technical Support team that will help ensure a speedy resolution to your service request, but they may even eliminate the need for a service request in the first place.    To learn more about those tools, view the recorded webinar.  Explore the slide deck for more details on those tools.   Be on the lookout for upcoming Ask the Expert webinars. Next in line will be discussions of Chat Reporting and Chat Widgets.


Extending Data into Your Site

Cimberli Kearns | 01/30/2018

As a site administrator for the OSvC site, Levi Dyckman spends a great deal of time designing and implementing solutions using custom fields and objects. In a recent webinar, he shared best practices and tips that have allowed him to accommodate specific processes not accounted for by out-of-the-box data points. To learn more about those best practices and hear Levi's response to questions posed by customers, view the recorded webinar. The slide deck, chock full of information, is also available. If you're interested in honing your OSvC troubleshooting skills, join Elizabeth Tritthart during the next next "Ask the Experts" webinar on February 8, 2018 at 11:00 AM ET.


Still Haven't Found What You're Looking For?

Cimberli Kearns | 01/24/2018

Have you searched for documentation on an Oracle Service Cloud, Field Service, Cobrowse, or Policy Automation feature without finding what you were looking for? Or have you found documentation, but you think it is incorrect or incomplete? You can let us know quickly and easily by creating a service request, clicking Documentation, and describing where the gap is. The appropriate documentation team will work to fill the gap.


Best Practices for Implementing Single Sign On (SSO)

Cimberli Kearns | 01/12/2018

Shane Parsons recently took the stage of the OSvC "Ask the Experts" webinar series to share his expertise on SSO Implementation. During his thirty-minute presentation, he advised customers to make sure that they had a general understanding of SSO before implementing SSO as well as a strong grasp of SAML response decoders such as Fiddler. He also emphasized how important it is for customers to be able to decrypt/decode asssertions as well as manage certificates. Shane then turned his focus to four types of SSO implementations: Customer Portal SSO, Agent Console IDP SSO, Browser UI IDP, Agent Console and Browser UI IDP, taking time to highlight key steps in each. After discussing common mistakes the OSvC Technical Support team sees, he ended his presentation with a short demonstration of each SSO implementation type. To learn more about those best practices and hear Shane's response to questions posed by customers, view the recorded webinar. The slide deck is also available. More documentation, including a FAQ, will be coming soon to the Support Site Knowledge Base. Consider signing up for future "Ask the Experts" webinars. OSvC Site Administrator, Levi Dyckman will discuss how to extend data in your site on January 25, 2018 at 11:00 AM ET.          


Logging Customization Work

Owen Sood-Giddings | 01/03/2018

One of our favorite tips involved the logging of customization work. I wanted to expand just a bit on that tip. When creating logs for OSvC, consider creating a custom object that stores errors generated from your customizations.Then you can build in alerts and reporting using the base product to monitor your customizations for issues.  Most commonly, you'll see the CBO record the error message, stack trace, line number and some identifier for which customization the error came from. You could also print out relevant IDs or data points so that they can be referenced for debugging later.   There's a fine balance between over-logging and under-logging: you want to be able to identify issues and debug them but you don't want so many non-actionable log items that information gets lost in the noise or your CBO table gets filled up and you can't report on it anymore.


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