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  • Michael Locurcio
    Finding Reports with AlertsAnswered4
    Topic posted August 14, 2019 by Michael LocurcioSilver Trophy: 7,500+ Points in Reporting and Analytics for Service public
    Title:
    Finding Reports with Alerts
    Summary:
    I need to find a report that has an alert in it
    Content:

    We have a report that has an alert in it, but we can''t find it. We know its firing because its going to an address that is no longer valid. Report Management does not seem to pick-up alerts. Anyone know how to find reports with alerts?

    Version:
    19A
  • ashish bodhale
    Change subject of email template in OSvCAnswered35.0
    Topic last edited August 13, 2019 by ashish bodhaleBlue Ribbon: 750+ Points, tagged Service Console in Agent Desktop public
    Title:
    Change subject of email template in OSvC
    Summary:
    Change subject of email template in OSvC
    Content:

    Hi,

    I have a requirement to change the subject of the emails that are sent when Incident is created. As of now, the default email that is being sent is "test [Incident: 190813-000000]" which we want to change to "test [190813-000000]". I have tried to update the subject field from email template, save it and deploy it, as shown in the screenshot, but still whenever email is sent, it still sends the default subject "test [Incident: 190813-000000]". Can you please let me know how can I update it?

    Thanks,

    Ashish

    Image:
  • Mohana Gopal Selvam
    Agent Desktop -To change the standard Menu label nameAnswered10
    Topic posted November 19, 2014 by Mohana Gopal SelvamBronze Crown: 15,000+ Points in Agent Desktop public
    Title:
    Agent Desktop -To change the standard Menu label name
    Content:

    Hi All,

    I want to change the standard object Menu label name for the contact .

    For eg : Phone number is the field available in the contact.In the field we can able to see many types of phone number such as office phone,mobile phone,fax phone etc.I would like to change the office phone as some other name like Emergency number.Is it possible to change the label name for the standard menu label name.Please find the attached image.

    Kindly suggest.

     

    Thanks,

    M.Muthulakshmi

    Image:
  • Mike Kramer
    Displaying Data from an Outside Data SourceAnswered5
    Topic posted August 9, 2019 by Mike KramerSilver Medal: 2,000+ Points in Integrations and APIs for Service public
    Title:
    Displaying Data from an Outside Data Source
    Summary:
    Would like to query a data table from CPQ and have it displayed in and OSC report/workspace
    Content:

    We have a need to query a database outside of OSC and display the results of that query in a read only table/report.  I believe I can create the query myself (we use a middleware software application called Snaplogic) and I can trigger this query to occur (with a button in the workspace). 

    But I'm not sure how my query results need to be stored such that they can be used in a report for displaying to my end users.  These results would be standalone data.  They are not related to any existing object type inside of OSC.  Anyone have any ideas on how to do this? 

    Thanks,

    Mike

  • Pavol Procka
    Create a follow-up Email Incident from Chats and CallsAnswered5
    Topic posted August 9, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in System Admin and Configuration public
    Title:
    Create a follow-up Email Incident from Chats and Calls
    Summary:
    Create a follow-up Email Incident from Chats and Calls
    Content:

    Hi,

    I am looking for a way to create a follow up email incident from a chat or call. Basically, when a chat or call comes in, the agent fills out the customer identification and some more fields (category, brand...). I would like a functionality where when a follow up contact is required the agent can with a press of a button on the call/chat workspace have a new Email Incident opened, that would inherit all or at least some of the fields from the chat/call incident. We want to keep the chat/call as a closed incident and create an email that can be held in a Holding Q and later, once issue was resolved be sent as an answer to the customer.

    Any ideas how to achieve this?

     

    Many Thanks

    Pavol

    Version:
    18D
  • Ajay Yadav
    is it possible to tell who all clicked/viewed on answer and...Answered1
    Topic posted August 12, 2019 by Ajay YadavGold Trophy: 10,000+ Points in Reporting and Analytics for Service public
    Title:
    is it possible to tell who all clicked/viewed on answer and how many times in interval.
    Content:

    we have created a customer portal which used by our agent, to access this CP page agent has to login first on end user page. now my client would like to identify number of hits on answer per login.

    is it possible to tell who all clicked/viewed on answer and how many times in interval.

  • Jennifer Hinh
    Service – Ask the Experts: Oracle Service Cloud - Is Your S...Answered55.0
    Topic last edited August 6, 2019 by Sona SrinivasanSilver Medal: 2,000+ Points, tagged Knowledge Advanced, Knowledge Foundation in Knowledge Management public
    Title:
    Service – Ask the Experts: Oracle Service Cloud - Is Your Service Cloud Knowledgebase Providing Value?, 15 August 2019, 10 a.m.PT - Submit Questions
    Content:

    Submit your questions for the Service – Ask the Experts: Oracle Service Cloud - Is Your Service Cloud Knowledgebase Providing Value? session to have them answered during the live event. Post your questions by posting a new comment to this topic.

    Please submit your questions by Wednesday, 14 August 2019.

  • Eric Gottesman
    Embedded Chat Inlay - how to set stringsAnswered5
    Topic posted August 8, 2019 by Eric GottesmanBlue Ribbon: 750+ Points in Customer Portal public
    Title:
    Embedded Chat Inlay - how to set strings
    Content:

    I was just reading the release notes on the OIT Registry, and I see these items:

    • Added strings attribute to the config file to allow customization of all inlay strings
    • Added strings tab to each inlay documentation page

    I'm trying to find the "strings tab" in the inlay documentation so I can understand how to modify strings, but I can't seem to locate that. What am I missing?

    Thanks!

  • Mike
    OOO_AcceleratorAnswered1
    Topic posted August 7, 2019 by MikeBronze Medal: 1,250+ Points, tagged Custom Process Models - CPMs in Integrations and APIs for Service public
    Title:
    OOO_Accelerator
    Summary:
    OOO_Accelerator not working in BUI
    Content:

    Hi All, I've implemented the OOO accelerator and plugins. In the .NET Console it works fine. However If I log in to the BUI I don't see the OOO Accelerator plugin ? Does anyone know if this is expected behavior ?

    Version:
    18A
  • John Wilson Cusi
    Is there tool or a quick way to compare/validate if 2...Answered25.0
    Topic posted August 8, 2019 by John Wilson CusiBlue Ribbon: 750+ Points in General Technical Discussions for Service public
    Title:
    Is there tool or a quick way to compare/validate if 2 instances are parallel/sync?
    Summary:
    Looking for a quick way or tool to compare environment instances
    Content:

    Hi everyone,

    Anyone here has a quick way or a tool to compare/validate if 2 environment instances (ex. Test & Prod) are parallel/synced in overall configuration, extension and customization.

    Asking this because we have an Engagement Cloud domain that has 2 instances (test and prod) that has just been handed to us and we need to validate that the 2 are sync so as to avoid failures in migration in the future.