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For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Discussion List
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Possible BUI Live Chat box bugSummary: Hi there, I already have a ticket raised for this but want to see if anyone has encountered this before. Some of our users (not all) are experiencing some forma… -
How to disable incoming email for Oracle hosted mailboxSummary: Content (required): We want to know how to prevent receiving incoming email. Version (include the version you are using, if applicable): Code Snippet (add any c…B2C Service Support Customer Inquiry -Oracle 53 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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send response from multiple mailboxesHello Admins, We're encountering an issue with outgoing correspondence in OSvC. Currently, we have two inboxes connected to the Service Cloud, both operating via SMTP. A…
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How to change "Object Workflow Notification: " from a bell notification triggered by object workflowWe are using object workflow to trigger the bell notification and want to change the notification name to a meaningful name like "Opportunity Notification" or "New Assig… -
Oracle Messaging contact lookup customizationSummary: Oracle messaging is enabled and was able to configure SMS through twilio. chat is generating and redirecting to B2C service cloud without any issue . how do we … -
web chat for service and custom fieldSummary: I am not able to set a custom field in web chat for service. I have a menu type field called pro_chat_page and WIE is one of the choices in the menu selections … -
Can a supervisor terminate a chat for an agent?Is it possible to configure chat in the .NET console or BUI to allow supervisors (someone with privileged permissions) to terminate a chat on behalf of an agent? We're u… -
How to change contact associated with chat?Summary: How can I change the contact id on a historical chat? I can find chat details via a report, but I am not allowed to inline edit the associated contact id to cha…
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Is partial disabling of interface possible? Need backend but want to lock down CP websiteSummary: How can we use the backend of an interface (the chat-inlay, mailbox, & message templates) in an interface for branding purposes, but prevent the customer from a…
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Not consider Email history for specific mailboxes configured in systemHello, We have a mailbox configured in system that allow the automatically creation of SR, raised proactively by internal users in name of the customer. Nevertheless, in…
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When creating the interface for loading Cost Center rows, I couldn't load null valueSummary: When creating the interface for loading Cost Center rows, I couldn't use HDL because it's not a supported Business Object. Moreover I can't insert #NULL in the …
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Seeing the text the customer is typing before sending it in chatSummary: How can we enable this feature? Content (required): In the process of implementing Oracle Service Cloud for our customer support environment, a question has ari…B2C Service Support Customer Inquiry -Oracle 2 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Option other than "reply-between-the-lines"Summary: Content (required): Other than the reply-between-the-lines is there any other option like "reply above the line"? Mostly the customer won't read the email sent …B2C Service Support Customer Inquiry -Oracle 11 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Basic Chat Rule Creation and Inspector Window Troubleshooting Webinar: November 30Update: The webinar recording is now available - CLICK HERE to view. We are pleased to announce our upcoming webinar on Basic Chat Rule Creation and Inspector Window Tro… -
Chat Transcript retain policySummary: Does anyone know what happens to the chat transcript when the incident is archived? I don't seem to find detail information about it. Thank you so much -
Translating Labels for Chat InalySummary: How to translate labels and automated responses for Inlay into a different language? Content (required): We've implemented Chat Inlay on our support pages. Curr…B2C Service Support Customer Inquiry -Oracle 51 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Color of Chat Inlay ButtonSummary: Content (required): I am trying to change the color of the chat inlay button using "data-oit-theme-vars": {"brandColor": "#65a11b "}. I have no color theme sele…
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Is it possible to disable chat when no agents are available?Hello, when no agents are available on fusion customer can still send the message on dcs portal? Is there a possibility to disable this or to send a message that is out …Amina Fajic 21 views 2 comments 0 points Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle
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Is there a way to run chat syndicate widget asynchronouslySummary: Looking for a way to run Service cloud's syndicate widget source file asynchronously or defer which is hosted on an external web page. Content (required): Hell…
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Asynchronous Chat - automatically default to a queueSummary: Content (required): When using asynchronous chat to respond back to a Facebook message, the system prompts the agent to select a chat queue (we have 3). See scr…
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About Chat Queue Inbound PrioritiesSummary: Setting priority to incoming chats queue Content (required): If the chat queue is associated with multiple profiles, can I set which profile is my primary desti…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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About "CHAT_AGENT_EVENTS_PURGE_DAYS"Summary: Information regarding Chat Data Purge Content (required): Chat history was not deleted when the preference "CHAT_AGENT_EVENTS_PURGE_DAYS" was set to 0. Probably…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Route chats to same agent if the same customer comes back within a given period of timeSummary: Is it possible to route chats to same agent if the same customer comes back within a given period of time multiple times? Content (required): Hello, we would li…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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How to change the labels of the Accept and Reject buttonsSummary: How to change the labels of the Accept and Reject buttons, on the incident workspace created from chat, and is it possible to delete the Reject button? Content …B2C Service Support Customer Inquiry -Oracle 41 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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I want to delegate my Final approval of PR to User A, for PO approval to User B.Summary: Hello Team, I am an approver for multiple transactions (Final approval of PR, PO Approval, Strategic quantity approval). As an approver, I want to delegate my F… -
Can we create PO on item based (of which PR is made of description based)Summary: There's a requirement from client where he wants to create PO based on items only if PR is created based on item description also. Scenario: PR is created using…
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Action Type Indicator on Global Payroll Interface V2 extractSummary: As part of Global Payroll Interface V2, We have an attribute called action type indicator that will tell us employees, whether hire (H), rehire(R), terminate(T)…
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How can I change the size of the Chat Engagement Panel in BUI?Summary: Content (required): Is it possible to change the default width of the chat field displayed when a chat is received? I want the Chat Engagement Panel to appear a…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Chat Inlay button labelSummary: Content (required): Is there a way to change the button label from "Live Chat" to some other text? With Syndicated Conditional Chat I have the option to set "Av…
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Oracle Messaging can now be enabled for B2C Service Chat customers through Configuration AssistantWe are pleased to announce that Oracle Messaging, a key component of Oracle Service, can now be enabled for all Oracle B2C Service Chat customers through the Configurati…Elaine Leffler-Support-Oracle 191 views 0 comments 0 points Started by Elaine Leffler-Support-Oracle