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Upcoming Webinars
There are currently no scheduled webinars, check back soon.
Past Webinars
B2C Service 24A Release Details
Date Recorded: Tue February 27th, 2024 11:00 am MST
Presenter: B2C Service Product Management Team
Join the Oracle B2C Service Product Management team for a presentation detailing the new B2C Service (aka Service Cloud; RightNow) features and functionality released in 24A. This session will be beneficial to all users of Oracle B2C Service.
B2C Service Enhanced Business Rules Custom Reporting
Date Recorded: Tue February 13th, 2024 10:00 am MST
Presenter: Oracle TMM and Enhanced Business Rules Dev Team
Please join our Oracle TMM and Enhanced Business Rules Dev Team to learn about an exciting new EBR feature in addition to other dev hot topics.
Oracle B2C Service - Roadmap Highlights - Release 24A and 24B
Date Recorded: Wed January 31st, 2024 11:00 am MST
Presenter: B2C Service Product Management Team
Join the Oracle B2C Service Product Management team to learn about the exciting new customer driven enhancements planned to be included in upcoming updates to Oracle B2C Service (aka Service Cloud; RightNow). This session will be beneficial to all users of Oracle B2C Service.
Basic Chat Rule Creation and Inspector Window Troubleshooting
Date Recorded: Thu November 30th, 2023 11:00 am MST
Presenter: Jamal Martin
Technical Support engineer Jamal Martin will lead us through this session, covering creation of a basic embedded chat inlay rule and troubleshooting with the Inspector Window tool. This webinar will consist of a pre-recorded demo segment followed by a live Q&A.
B2C Service Customer Portal Framework v3.9 (The Sequel)
Date Recorded: Thu November 09th, 2023 11:00 am MST
Presenter: Tim Smith, Senior Manager, Program Management, Oracle B2C Service
Please join our Oracle B2C Service TMM and Customer Portal Dev Teams for a follow up to last quarter's CP framework deep dive.
Cloud Security Best Practices in B2C Service
Date Recorded: Thu May 25th, 2023 11:00 am MDT
Presenter: Cameron King
Cloud security continues to be top of mind for customers and this session led by Principal Technical Support Engineer Cameron King will cover the following (and more): VPN use and SEC_(IN)VALID keys, Reverse lookups in DNS to validate client IP, SSO, Traditional on-prem proxies vs. reverse proxy cloud vendors, Web App Firewall at OCI and REST...and more!
Handling of B2C Service General Guidance Questions on Cloud Customer Connect
Date Recorded: Thu April 27th, 2023 11:00 am MDT
Presenter: Elaine Leffler
Review of changes effective May 2023 to how B2C Service General Guidance questions will be handled on Cloud Customer Connect
Oracle Customer Support: Handling of General Guidance Issues and “How to" Questions on Cloud Customer Connect
Date Recorded: Tue April 11th, 2023 12:00 pm MDT
Presenter: Khaled Ibrahim, Marc LaMarche, Declan Cunningham
This webinar will review planned changes for the handling of General Guidance (Sev-4) issues and “How to” questions on Cloud Customer Connect, along with the how and why Oracle is adopting these changes.
Implementing and Managing Integrations in B2C Service
Date Recorded: Thu March 23rd, 2023 11:00 am MDT
Presenter: Chris Hunter
Learn about the options for implementing and managing integrations in Oracle B2C Service. This session will cover available product features and the benefits and drawbacks of each, logging/troubleshooting availability and limitations, to customize or not to customize, safe-listing considerations, client-side network troubleshooting, and more.
Building a Successful Relationship with Support
Date Recorded: Thu February 23rd, 2023 12:00 pm MST
Presenter: Zak Bryson and Resham Jotwani
Join us for this comprehensive webinar on how to build a relationship with CX Services Technical Support. Learn best practices for communication, how to advocate for your needs, and how to collaborate effectively with your technical support team. This webinar will provide you with the tools and insights you need to ensure your support interactions are productive and fulfilling.
Troubleshooting Lost Emails in Oracle B2C Service
Date Recorded: Wed May 25th, 2022 8:00 am MDT
Presenter: Claudiu-George David and Mihai Pirjol
This webinar will be split in two parts: inbound emails and outbound emails. In the inbound emails ...More
This webinar will be split in two parts: inbound emails and outbound emails. In the inbound emails part, we will have a look at the most common reasons why an email did not create or did not update an incident in Oracle B2C Service. Also, we will share some troubleshooting tips on finding these emails and make some short demos.In the outbound emails part, we will have a look at the most common reasons why an email sent from Oracle B2C Service did not reach the contact/recipient. We will share some troubleshooting tips and have some demos that will help our customers identify if an email successfully reached its recipient.
Data Deletion and "Gotchas"
Date Recorded: Tue October 27th, 2020 9:00 am MDT
Presenter: Cyndi McWilliams
Cyndi McWilliams will talk about what happens when data is accidentally deleted and best practices you can employ to prevent it.
Browser User Interface (BUI) Extensions
Date Recorded: Wed July 08th, 2020 9:00 am MDT
Presenter: Will Paddock
Will Paddock will share best practices for implementing and troubleshooting BUI Extensions.
Custom Process Model (CPM) Best Practices
Date Recorded: Tue November 12th, 2019 9:00 am MST
Presenter: Chris Hunter
Overview of CPM best practices, including concepts around the appropriate implementation of exception/error handling and logging.
Optimizing Chat Implementations
Date Recorded: Wed October 23rd, 2019 9:00 am MDT
Presenter: Zak Bryson and Jessica Bradley
In a follow up to the critically acclaimed “Chat Widgets and You” webinar from March 2018, your...More
In a follow up to the critically acclaimed “Chat Widgets and You” webinar from March 2018, your Oracle Chat product and support teams have collaborated up to deliver you the sensational “Optimizing Chat Implementations”. This feature, intended for all audiences, promises to be an intensive review of Syndicated Chat Widget implementations with or without the Engagement Engine. Increasing stability and performance during high traffic periods, if implemented, guaranteed to be remembered for years to come.
Techmail vs Techmail On Demand and the benefits of using Oracle Managed Mailboxes
Date Recorded: Wed September 25th, 2019 9:00 am MDT
Presenter: Alex Blanatui
Alex Blanatui will discuss the differences between techmail and techmail on demand and the benefits of using Oracle Managed Mailboxes. He will also discuss techmail email filtering and email headers (how to turn on saving email headers and what are the important things we should be looking at when reviewing one).
Workspaces and Workflows
Date Recorded: Wed September 11th, 2019 9:00 am MDT
Presenter: Jesse Howland
OSvC Technical Support veteran, Jesse Howland, will be going over methodology for troubleshooting problems in workflows and workspaces through making simplifications and testing the outcome of those changes. He will also go over tools that can help administrators identify information about where in the workflow the product is when a problem happens. This can help identify the source of misconfiguration as well as greatly improve the time it takes to identify product defects.
Queued and Scheduled Reports
Date Recorded: Tue August 27th, 2019 9:00 am MDT
Presenter: Maria Sandru
Join Senior Technical Support Engineer, Maria Sandru, as she will provide us with an overview of Queued Reports and Scheduled Reports; the purpose of this webinar is to understand/clarify the functionality of this type of reports while reviewing the common configuration settings of the Analytics tool in this context.
(Understanding) Chat Permissions
Date Recorded: Tue August 06th, 2019 9:00 am MDT
Presenter: Laura Rizea
Join Technical Support Engineer, Laura Rizea, as she provides us with an overview of each functionality related to chat that can be set for a profile, as well as how they can affect the way chats are routed, assigned or handled by the chat agents.
Handling Incident Thread Issues
Date Recorded: Wed July 17th, 2019 9:00 am MDT
Presenter: Mihai Toma
Join Senior Technical Support Engineer, Mihai Toma, as he provides us with an overview of recently introduced features such as Incident Thread Correction and Large Thread Support. He will be covering a couple of scenarios where these features may come in handy for quickly addressing errors caused by threads content, before reporting the issues to Technical Support for a full investigation.
Using Fiddler and Wireshark to Troubleshoot the OSvC Environment
Date Recorded: Wed June 26th, 2019 9:00 am MDT
Presenter: Cameron King
Join Technical Support Engineer, Cameron King, as he discusses how to troubleshoot connections and network calls to Oracle Service Cloud by using Fiddler and Wireshark. After demonstrating how to customize filters, identify problematic traffic by status or server response code, isolate access controls issues, and more, he will answer your questions.
Wonderful World of Workspace Rules
Date Recorded: Wed June 05th, 2019 9:00 am MDT
Presenter: Andrei Soimareanu
Join Principal Technical Support Engineer Andrei Soimareanu as he explores Oracle Service Cloud workspace rules. He will begin by covering the purpose of workspace rules, move on to a discussion of the do's and don'ts when working with them, then share useful tips on how to deal with unexpected behaviors. He'll end by taking your questions.
Knowledge-Centered Service and Oracle Service Cloud
Date Recorded: Wed May 22nd, 2019 9:00 am MDT
Presenter: Rhonda Templeton
Oracle Service Cloud Technical Support has adopted knowledge-centered methodologies that allow us to capture what we, as a team, collectively know about an issue and share that knowledge in real time. Join Knowledge Base Manager, Rhonda Templeton, as she demonstrates how we've incorporated KCS into the Oracle Service Cloud agent workflow. After sharing best practices, she shall respond to your questions.
Managing Session Count for Oracle Service Cloud
Date Recorded: Wed April 24th, 2019 9:00 am MDT
Presenter: Marie Lockhart and Shane Parsons
Learn what items can increase billable sessions in Oracle Service Cloud and how to manage them. See how to import created click streams, how to import reporting definitions into an Oracle Service Cloud site while getting an introduction to a billable session.
Creating Useful Reports with Oracle Service Cloud
Date Recorded: Wed April 10th, 2019 9:00 am MDT
Presenter: Mallory Weber
Join Senior Business Analyst, Mallory Weber, as she discusses the more complex aspects of OSvC reporting such as custom scripts and report linking and demonstrates how to use those feature to create valuable reports. Mallory will end the session by taking your questions.
Best Practices for Implementing and Maintaining Single Sign-on (SSO)
Date Recorded: Wed March 13th, 2019 9:00 am MDT
Presenter: Eduard Barsan
Do you want to see what Oracle SSO has to offer? Interested in learning the key points to consider ...More
Do you want to see what Oracle SSO has to offer? Interested in learning the key points to consider when building a secure SSO solution that is both scalable and offers a unified sign-on across applications? Curious about an SSO that is user repository based, supports Active Directory and many other Federated Identities besides Identity Cloud Serivce? Eduard will share his insights as well as troubleshooting tips and tricks that will help you better understand the administration side of SSO configuration.
OSvC Networking Best Practices
Date Recorded: Wed December 05th, 2018 9:00 am MST
Presenter: Cameron King
Hear Cameron discuss networking best practices and give an overview on how the Oracle Service Cloud operates their server environment. Everything from the open internet to VPN proxies to web security software will be covered. Along with focusing on how they relate to OSvC performance, Cameron will answer any questions that might arise during the webinar. (This is a special encore presentation of Cameron's webinar held in August.)
Navigating the OSvC Knowledge Base
Date Recorded: Wed October 24th, 2018 9:00 am MDT
Presenter: Rhonda Templeton
Join Rhonda, our Knowledge Base Manager, on a tour of the the OSvC Support Site. Along with showing you the site's most useful resources, she'll share tips on ways to find answers that will expand your own OSvC knowledge base and help shorten the time it takes to resolve issues. She'll take questions about the knowledge base as well as feedback on the OSvC Support Site itself.
B2C Service Environment Requirements
Date Recorded: Wed September 26th, 2018 9:00 am MDT
Presenter: Catalin Hurjui
Do you need clarification of .NET client infrastructure requirements? Would you like to learn more about the supported browsers for the Agent Browser User Interface? Catalin will discuss topics ranging from OSvC Cloud architecture to deployment methods to Workstation configuration. He'll then answer any questions you might have.
Engagement Engine Basics
Date Recorded: Wed August 29th, 2018 9:00 am MDT
Presenter: Zak Bryson
You’ve got chat, but what is Engagement Engine? This session will cover the basics of Engagement Engine use inside and outside of Customer Portal, a quick implementation walkthrough, and Q&A session. The goal is to get you comfortable with a powerful engagement tool!
Cobrowse - The User Experience
Date Recorded: Wed August 22nd, 2018 9:00 am MDT
Presenter: Cyndi McWilliams
Are you in charge of configuring the end-user's Cobrowse experience? This webinar will cover the required configurations for Integrated Cobrowse on the end-user's side including Customer Portal widgets, workspace controls, and the Cobrowse launcher.
Cobrowse - Administration
Date Recorded: Wed August 15th, 2018 9:00 am MDT
Presenter: Bruce Foreman
Would you love to get a hands on look at the Cobrowse Administrative Console? Learn some of the basics on how to configure Cobrowse for your site giving you power over what the Agents can see and control while Cobrowsing with a customer.
Maximum Database Connections
Date Recorded: Wed July 25th, 2018 9:00 am MDT
Presenter: Chris Hunter
If you get database connection errors and wonder what’s going on, then this is the webinar for you. Knowing something about why site-wide errors are occurring and what they indicate will help you better understand the issues you are experiencing, resolve those issues more efficiently and can prevent you from seeing database connection errors in the future.
Business Rules and SLAs
Date Recorded: Wed July 18th, 2018 9:00 am MDT
Presenter: Andrei Soimareanu
Want to make sure your business rules and service level agreements are doing what they're supposed to? When they're not, interested in learning how to troubleshoot them? Join Andrei as he discusses best practices for creating business rules and SLAs using real world examples.
Managing and Monitoring OSvC Health
Date Recorded: Wed July 11th, 2018 9:00 am MDT
Presenter: Owen Sood-Giddings
There’s a lot going on in your support organization and a lot going on in your site. Let Owen talk you through some ways Oracle’s own instance of OSvC is implemented to help the Technical Support team monitor potential issues, keep the site organized, implement fixes & enhancements, and keep versions and frameworks up to date.
Demystifying CPMs
Date Recorded: Wed June 06th, 2018 9:00 am MDT
Presenter: Johnny Meehan
Walk through the development of a CPM (Custom Process Model), including the idiosyncrasies of implementing a test harness. Learn how to effectively debug during development as well as live usage.
Email with the Oracle Service Cloud
Date Recorded: Wed May 30th, 2018 9:00 am MDT
Presenter: Andrei Vatamanu
After sharing best practices for setting up mailboxes, tips for troubleshooting delayed or seemingly lost emails and bounce messages and explaining the OSvC email flow, Andrei will answer any email setup or deliverability questions you might have.
Ask the Experts: Chat Reporting
Date Recorded: Thu March 29th, 2018 3:57 pm MDT
Presenter: Cristian Nastase
Learn to use Chat Reporting to its fullest capacity.
Ask the Experts: Chat Widgets and You
Date Recorded: Thu March 22nd, 2018 8:33 am MDT
Presenter: Zak Bryson
Learn how to use chat widgets on Customer Portal pages and other websites.
Ask the Experts: Troubleshooting Wizardry
Date Recorded: Thu February 08th, 2018 8:35 am MST
Presenter: Elizabeth Tritthart
Reduce the resolution time of your service request by learning some useful troubleshooting techniques.
Ask the Experts: Extending Data into your Site
Date Recorded: Thu January 25th, 2018 8:46 am MST
Presenter: Levi Dyckman
Explore different options for adding data points into a site with custom fields and objects.

Learn more about B2C Service features, functionality, and best practices from the technical experts

Upcoming Events Past Events
Have a suggestion for a topic? Send us your idea!
Upcoming Events
There are currently no scheduled events, check back soon.
Past Events
B2C Service Release Highlights – 23D
Date Recorded: Wed November 29th, 2023 11:00 am MST
Presenter: B2C Service Product Management Team
Join the Oracle B2C Service Product Management team for a presentation detailing the new B2C Service (aka Service Cloud; RightNow) features and functionality released in 23D. This session will be beneficial to all users of Oracle B2C Service.
Oracle B2C Service - 23C Release Highlights
Date Recorded: Wed August 30th, 2023 11:00 am MDT
Presenter: Kent Swartz, Director of Oracle B2C Service Product Management, Oracle CX Service
Join the Oracle Service Product Management team to learn about the exciting new customer driven enhancements planned to be included in upcoming updates to Oracle B2C Service (aka Service Cloud; RightNow). This session will be beneficial to all users of Oracle B2C Service.
COE Office Hours - Use of Import/Export Pipelines in Site Refresh Scenarios
Date Recorded: Wed August 09th, 2023 9:00 am MDT
Presenter: Jacob George, A T Sidharth, Sangeetha Nair
The session will cover how Element Manager based import/export pipelines could be used to automate couple of B2C service site refresh scenarios – Training site refresh with the latest production customizations Backup customizations in a test site before the site is refreshed from production We will also go through some useful Import/Export Best practices, and also would plan to share some of the Element Manager enhancements updates in this session.
B2C Service Update Basics and Exciting New Features
Date Recorded: Wed June 07th, 2023 11:00 pm MDT
Presenter: Tim Smith, Senior Manager, Program Management, Oracle B2C Service
Please join our Oracle B2C Service update expert for a comprehensive version update best practices discussion. Topics include scheduling options, acceptance testing, and update impacting changes. New capabilities will also be highlighted.
B2C Service Update Basics and Exciting New Features
Date Recorded: Wed June 07th, 2023 11:00 am MDT
Presenter: Tim Smith
Please join our Oracle B2C Service update expert for a comprehensive version update best practices discussion. Topics include scheduling options, acceptance testing, and update impacting changes. New capabilities will also be highlighted.
B2C Service - CX Unity Integration
Date Recorded: Tue June 06th, 2023 9:00 am MDT
Presenter: Oracle B2C Service Product Team
CX Unity integration is an out-of-the box one-way integration in Oracle B2C Service to share service data with CX Unity platform. This integration capability enables the admins of B2C Service to configure the IDCS and CX Unity credentials via a configurator in Agent Web. This event will discuss the supported objects, the pre-define and custom mappings of fields between B2C Service and CX data objects and also provide a demo of the configuration in and propagation of data from B2C Service.
Overview of new B2C Service Events Service
Date Recorded: Wed May 31st, 2023 11:00 am MDT
Presenter: Senthil Prabhu Palaniswamy, Vishnu Saseendrababu
Join us for an overview of the Oracle B2C Service's new Events Service. With Events Service you can subscribe to CUD events occurring in Oracle B2C Service, receive the events in Oracle Streaming Service, and process the events in platform of your choice.
Oracle B2C Service 23B Release Highlights
Date Recorded: Tue May 23rd, 2023 11:00 am MDT
Presenter: Oracle Service Product Management team
Join the Oracle Service Product Management team for a presentation detailing the new B2C Service (aka Service Cloud; RightNow) features and functionality released in 23B. This session will be beneficial to all users of Oracle B2C Service.
Join us for Oracle Product Council Week (May 15-May 19)
Date Recorded: Fri May 19th, 2023 2:00 pm MDT
Presenter: Oracle product teams
Product Council Meetings are Customer Exclusive Events to listen and engage with our customers to articulate development plans, strategies and to uncover insights. This will help us to develop further plans for product development as per our customer feedback and needs.
Oracle CX Customer Meetup - Austin,TX, April 18 2023
Date Recorded: Tue April 18th, 2023 1:00 pm MDT
Presenter: Oracle development executives and your peers from Sales, Marketing and Service
We are excited to announce a new Oracle CX meet up. Oracle product leadership will be stopping in Austin this Spring to gain your insight into the strategic direction of your company and the role Oracle CX plays. Register today - note that registrations are on a first come first serve basis. Austin, TX, April 18
COE Office Hours : Oracle B2C Service Cloud Customizations CI/CD
Date Recorded: Tue April 11th, 2023 10:00 am MDT
Presenter: Jacob George, Sangeetha Nair, A T Sidharth
This topic covers the whys and hows of source version control and CI/CD process for various B2C Service customizations. We will explain how easily the whole customization project development tracked via stories could be migrated from one environment to another in a single shot. For demonstration purpose, we will be using the CI/CD process developed using open-source tools; but, this could be easily adapted to similar tools the audience is familiar and having expertise.
Introduction to Cloud Customer Connect
Date Recorded: Tue April 04th, 2023 9:00 am MDT
Presenter: Michelle Creager
Cloud Customer Connect is your gateway to an entire community portal filled with critical resources for an Oracle Cloud Applications customer. In this webinar you will learn about engaging with other customers for their insights and help, voting for new innovations to be added to your products, attending free events with Oracle Product Owner presenters, researching what is coming in the next release, finding free product training, and more
B2C Service - The External Objects & Integrations Feature
Date Recorded: Wed March 22nd, 2023 9:00 am MDT
Presenter: Hari Mohan, Nithin Nassar
The B2C Service product team will demonstrate External Objects & Integrations module of Oracle B2C Service, which facilitate customers to integrate the product with OCI native services and other external REST based endpoints.
B2C Service Update, Basics And Exciting New Features
Date Recorded: Wed March 15th, 2023 11:00 am MDT
Presenter: Tim Smith
Please join our Oracle B2C Service update expert for a comprehensive version update best practices discussion. Topics include scheduling options, acceptance testing, and update impacting changes. New capabilities will also be highlighted.
Oracle B2C Service Roadmap Highlights - 23B and 23C
Date Recorded: Tue March 14th, 2023 10:00 am MDT
Presenter: Kent Swartz
Join the Oracle Service Product Management team to learn about the exciting new customer driven enhancements planned to be included in upcoming updates to Oracle B2C Service (aka Service Cloud; RightNow). This session will be beneficial to all users of Oracle B2C Service.
COE Office Hour: AI/ML Accelerators for B2C Service Cloud
Date Recorded: Wed March 08th, 2023 9:00 am MST
Presenter: Naveen Thulasidharan, Nithin Nassar, Mayur Kanojiya, Georgy Rajan, Anita Reg, Peter Kunnel, Sandeep Pai, Parth Patel
The team will present and demonstrate the B2C Service AI/ML accelerators planned for upcoming releases as open source sample code to facilitate integrations with OCI AI/ML services. The accelerator provides a reference on how to use these capabilities to solve unique business use cases.
Oracle B2C Service User Forum: Improving the efficiency and productivity of your Customer Service with customer speaker, GE
Date Recorded: Wed April 06th, 2022 8:53 am MDT
Presenter: Dawn M. Smith, Alice Park, Seth Singer, and Shona Fryxell
Learn how Browser User Interface improves agent productivity and increases customer satisfaction – with our customer speaker, GE
Oracle B2C Service User Forum: Improving the efficiency and productivity of your Customer Service with customer speaker, Elsevier
Date Recorded: Wed April 06th, 2022 8:50 am MDT
Presenter: Colin Ogilvie, Caoimhe Maxwell, Seth Singer, and Shona Fryxell
Learn how Browser User Interface improves agent productivity and increases customer satisfaction – with our customer speaker, Elsevier.

Explore how to power up B2C Service with feature kits

B2C Service inlays

With inlays, you can embed B2C Service functionality directly into your web pages. Your customers won’t need to navigate away for help because self-service and chat assistance are right where they need it.

B2C Service agent browser UI

The agent browser UI gives teams access to their B2C Service data through any internet-connected device. It is fast, runs in parallel to the agent console UI, and provides all the same functionality.