Comments

  • Matthew Lees

    As Dietrik says, no incidents are created when a user posts a question on a support site that uses Community Self Service. This is on purpose, because the new post is a separate channel, with the user's question going to other members of the community to respond to instead of to an agent.

    The best way to get details on Community Self Service is from the Oracle Service Cloud Online Help User Guide (November 2016 release). When you click into the section on Customer Portal, you'll see several sections on Community Self Service.

  • Matthew Lees

    Hi, Muthu - Thanks for your post...but I don't quite understand your question. Are you referring to (1) a question you posted in one of the community forums, (2) an incident you submitted to the Tech Support team, (3) some functionality in our Community Self Service capabilities, or (4) something else?

    If you can clarify this, there are many people who'd like to help...

    - Matthew

  • Matthew Lees

    Hi, Puneet. Thanks for posting your question.



    I understand your confusion. The Oracle Service Cloud / RightNow community site -- which you and I are both using for this discussion -- uses our Community product (also unofficially known as HiveLive). Richard's original post, though, was not about a Community/HiveLive feature, but a feature for its replacement solution, Community Self Service. (File attachments, as you say, are indeed now available for posts and comments with our Community product, but not yet for Community Self Service...though they will be part of an upcoming release.)



    For more information on Community and Community Self Service, see the following post --> Community Deprecation & Community Self Service Launch.



    - Matthew

  • Matthew Lees

    Thanks for posting, Kyle. Hopefully subscribers to this forum will get some tidbits -- or more -- out of the guide.

    (Our Community Self Service solution is still fairly new to the market. I'd expect that if the author does his homework, Oracle will be referenced in the guide's next iteration. smiley)

  • Matthew Lees

    I was meaning to contribute to this thread all day, but then one thing led to another and I'm only getting around to it now. But thank you, Richard, for jumping in.

    Not that I have anything brilliant to add...but I did track down the document you mentioned, Peter, and I see that it does contain a typo. The line you mentioned in your post shouldn't include the "editing_help" text; rather, it should just be...

    cp > core > framework > Utils > Permissions > Social.php
     

    The editing_help.php file is the help file that contains the text explaining how the text editor's "Advanced mode" works, and it is located here...

    cp > core > framework > views > pages > utils > editing_help.php

    But that doesn't resolve the issue of why you didn't see the Permissions folder. I checked a few different installations, both of which had that folder in the expected location, as a subfolder of the Utils folder. So I was going to say that if it's not there, you could submit an incident. But it looks like you figured it out, which is great to hear. Thanks for letting us all know...though if you want to provide details, as Erica points out, that would be great, too.

    - Matthew

  • Matthew Lees

    I can't really give info on timing for roadmap items. There are definitely some things ahead of "Mark As Read" functionality, though we certainly agree it's important...and we're getting that input from others as well.

  • Matthew Lees

    Hi, Lorna. While it's certainly on the roadmap, read/unread content (questions and comments) is not yet available as part of Community Self Service. Are you looking at this functionality for regular users, moderators, both?

  • Matthew Lees

    It certainly shouldn't take 30 minutes. Yes, test sites can be wonky. If you get delays over 5 minutes or so when you go to your live/production site, you should definitely submit a service request (and post back here or ping me via private message).

  • Matthew Lees

    Yes, there are quite a few avatar-related items on the roadmap: use of Facebook profile pictures (similar to the Gravatar option), avatar library (where you provide the avatars for your community users to choose from), avatar uploads, etc. Some of this should be available this year.

  • Matthew Lees

    Hi, Lorna. There aren't any settings that would cause a delay in Community Self Service content being posted or appearing on the site. The list pages are based on search, and it can take a few minutes for such content to be indexed and then appear in search results and on list pages. About how long a delay are you seeing?

    - Matthew

  • Matthew Lees

    Hi, cbur - I'm the product manager for Community Self Service. Thanks for your post. Yes, all the features you mention are on the roadmap -- plus many more -- but I can't be specific about release dates (though we are trying to get out a more robust rich text / HTML editor for posts as soon as we can). Community Self Service launched last year with a core set of functionality, with enhancements coming every release. These earlier releases provide a solid foundation for some community use cases, though organizations with established communities that have a broader and deeper set of requirements would find gaps.

    As Dietrik wrote above, of course, some functionality can be built via customizations, and some of our early adopters have done this, including several of the items in your list. Perhaps they can be encouraged to share their workarounds or learnings here...

    - Matthew

  • Matthew Lees

    Sheri - Are you talking about something like the charts on the Moderation Overview page (/social/moderate/overview.php) that's associated with a Community Self Service site? Those charts use a specific widget (standard > moderation > ActivityCharts) that was introduced in the August 2015 release. I think that's the only standard widget that does this, but, as Rob says above, you can create a custom widget to pull data via Connect for PHP.

  • Matthew Lees

    Sheri - We're not 100% that this will un-gray-out the Access Control setting...but can you check to make sure that the Enhanced Console is enabled? There's a checkbox for this in the "Other" tab of the Profile settings page. So for your (admin) profile, go to "Staff Management > Profiles > [Profile Name] > Other (tab)." The Enhanced Console checkbox is just below the Session Timeout textbox (you can't miss it...).

     

  • Matthew Lees

    Hi, Puneet. We're still working on some "official" guidance materials for migrating from another community platform to Community Self Service...but it should certainly be possible to do so now. It's largely a matter of mapping the relevant fields. The Service Cloud data dictionary provides details on the Community Self Service discussion objects (e.g., sss_questions, sss_question_comments, and the related tables and fields with metadata such as time stamps, ratings, subscriptions, etc.).

    I'm interested as well, though, to hear if others have done some migration to Community Self Service...

    - Matthew

  • Matthew Lees

    Interesting, Kyle. Thanks for sharing this with the Service Cloud community. It looks to be like more of an academically oriented paper, which should provide a different -- and probably more rigorous -- treatment from many of the business-focused reports/white papers/analyses that we often come across.

    I've only scanned the report so far, but look forward to reading it in depth. (Funny side note - when I saw the section called "Introducing the PBA," I was taken aback and wondered about community participation within the Professional Bowlers Association. In this report, of course, PBA = their practice-based approach to community participation. Another example of TMA = too many abbreviations.)