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Discussion List
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Blocking internal users from using a mailbox intended for external users.Summary: Block incoming message to allow users to use the correct mailbox Content (required): We have created unique mailboxes for our internal contacts as well as mailb…B2C Service Support Customer Inquiry -Oracle 73 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle -
Are there any AI-powered features available for web chat in the latest release of CX CRM?Summary: Just want to know to integrate the AI feature in CX CRM(rightnow) web chat, if the feature is available please any one share the documents. Content (please ensu…
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How to add button to near add a response/add a private note/ add customer entry in incidents screenCan we add a button near add to response. If we click on the button, it should be able to perform actions related to the SMS integration where the communication is sent …
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DMARC ImplementationSummary: Content (required): We have implemented SPF and DKIM and now we are looking for DMARC implementation Version (include the version you are using, if applicable):…B2C Service Support Customer Inquiry -Oracle 51 views 2 comments 0 points Most recent by Venk Kudire- Support-Oracle
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End-user email response is coming up as attachmentSummary: Content (required): Some client response are coming in the form of an attachment rather than a normal message in incident thread. We wanted to know the size lim…B2C Service Support Customer Inquiry -Oracle 41 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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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…
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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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Web Chat for ServiceSummary: I have a few questions about configuring WCFS that I cant find in the documentation. Content (required): Can I change the launch button? The default is a square…Kim Dante 144 views 8 comments 1 point Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle -
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 …
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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 … -
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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Maximum Active Chats - BUI setting - how to display on report?Summary: Maximum Active Chats - BUI setting - how to display on report? Content (required): How to display selected value on report? Version (include the version you are…
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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… -
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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Multi Chat HoursContent We have two different groups in our Org that need to do Chat. The main group needs chat hours are from 8AM to 7PM. However another smaller group needs to be able…
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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… -
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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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 1 view 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Chat Inlay iconHow to change Chat Inlay icon How to change the chat inlay icon please refer the screenshot Regards. Satheesh.
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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 -
Change label of custom field inputs in Inlay chatContent Hi all, On inlay chat form, I was able to change the strings (labels) of the input boxes, title and button text using JSON config file. The content of the JSON f… -
Standard Text HTML linksContent Hi, I've tried to use Standard Text rendering as HTML to provide users with links, however, it seems whenever you create Standard Text with an HTML link in the l…
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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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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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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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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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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