The Support Experience Blog

Cobrowse - Administration

Cimberli Kearns | 08/15/2018

Bruce Foreman tapped into his deep expertise and discussed Cobrowse Administration during a recent webinar. If you work with Cobrowse or are considering working with Cobrowse, take 45 minutes and watch the recorded webinar. Make sure to also review .    We remain focused on Cobrowse next week. Cyndi McWilliams will lead a webinar on the user experience for Cobrowse. You can register for it and see webinars past and future here. 


Maximum Database Connections

Cimberli Kearns | 07/25/2018

In the most recent OSvC Technical Support webinar, Chris Hunter explored database connection errors with the intention of helping customers understand why site-wide issues arise. This knowledge can lead to a more efficient resolution of issues and may even help prevent database connection errors in the future.   Read the Knowledge Base Answer Maximum Database Connections for an in-depth explanation of how you can investigate database connection errors. If you missed the webinar, do not despair. Here is the recording.   Make sure to check and see if any upcoming webinars might answer burning questions about the OSvC product. 


Business Rules and SLAs

Cimberli Kearns | 07/18/2018

Andrei Soimareanu gave an overview of business rules and SLAs as well discussed best practices and offering a demonstration of a how you you would set up both in the console. View the webinar recording and/or review the annotated slide deck.     Please visit our OSvC Support Webinar page to see what's next on our schedule or suggest a topic for a future webinar.  


Managing and Monitoring OSvC Health

Cimberli Kearns | 07/13/2018

When I asked our Operations Team Lead, Owen Sood-Giddings, if he could show customers how his team keeps our instance of the Oracle Service Cloud healthy and our team members happy, he jumped at the chance to discuss service and system metrics, error review and management, identification and removal of unused assets as well as as methods for keeping the site up to date. Go here to watch the recorded webinar.    Owen has attached a zipped filed with our SiteDown Pinger. It's a tool used to notify our agents when an unassigned site down is received. It contains addin code for the alert tool at the bottom of the console notifying an agent when an alert has been hit. It also contains the php code that generates the alerts and can be reused for almost any purpose by just changing the ROQL query. is used to monitor  the asset usage in a system. In the file, you'll find:  PHP code that is running reports and saving the results into a CBO An export of the relevant CBOs The definitions for the reports the PHP code is running A csv containing what's in the meta data CBO table As Owen mentioned in the webinar, we don't offer warranty on any shared resources. Please make sure to review and update as needed.   Please visit our OSvC Support Webinar page to see what's next on our schedule or suggest a topic for a future webinar.


Demystifying CPMs

Cimberli Kearns | 06/07/2018

Are you interested in finding out whether you can specify more than one package in a flower basket? Would you like advice on the best way to set up a test harness? Watch Johnny Meehan demystify Custom Process Models (CPMs) in the recording of yesterday's webinar. Review the code he discussed during the webinar in his slide deck. As a bonus, Johnny has even shared some sample code.   Please visit our OSvC Support Webinar page to see what's next on our schedule or suggest a topic for a future webinar.      


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