Customer Portal

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  • Willie Eide
    Customer Portal 3.0, 3.1, 3.2 Deprecation Announcement115.0
    Topic last edited March 20, 2018 by Erica (Leep) AndersonBlack Diamond: 60,000+ Points 
    Title:
    Customer Portal 3.0, 3.1, 3.2 Deprecation Announcement
    Content:

    Customer Portal 3.0, 3.1 and 3.2 have been deprecated as of May 2016.

    Environment:
    Customer Portal versions 3.0, 3.1 and 3.2

    Resolution:
    The Oracle Service Cloud Customer Portal versions 3.0, 3.1 and 3.2 are deprecated as of May 2016. Customers on those versions, as well as the Customer Portal 2 version, are encouraged to migrate their Customer Portal implementations to version 3.3 or higher.

    How long do I have to migrate my customer portal implementation?
    The deprecation period for Customer Portal 3.0, 3.1 and 3.2 starts May 2016.  These deprecated versions will remain available in Service Cloud for at least 2 years prior to the actual removal of the functionality.  A subsequent announcement will be made that provides a limited time window to complete any in-progress migrations off the of the deprecated releases.

    Why are these versions being deprecated?
    In an effort to ensure Oracle provides high-quality releases it is necessary to deprecate older products so that we may be allowed to focus on new, exciting features. Oracle would like to encourage all Customer Portal users to obtain the latest release of the product.

    Are there new features in Customer Portal 3.3 and beyond?
    Customer Portal version 3.3 introduced a major feature called Community Self Service which is a native solution that allows users to communicate and collaborate via forum posts and gain insight from their peers. In addition, version 3.3 leverages responsive design principles to improve the user experience across multiple device types, adds product-based navigation and product landing pages, numerous cascading style sheet improvements and contains over 70 widget updates.

    What if I don’t migrate?
    As of this writing (May 2016) the End of Life has not been announced for any version of Customer Portal; however, we encourage all customers to consume the latest supported versions of Customer Portal as defects will not be addressed in older, deprecated versions and no new functionality will be ported back to those deprecated releases.

    Where can I go to find more information?
    In addition to your account team, the Customer Portal forum in the Oracle Service Cloud Community is a great place for questions on all Customer Portal products and functionality.

    Version:
    Customer Portal 3.0, 3.1, 3.2
  • Rammohan Lakshmana Perumal
    Access Customer Portal with Single Contact for Multiple...
    Topic posted December 8, 2019 by Rammohan Lakshmana Perumal 
    Title:
    Access Customer Portal with Single Contact for Multiple Users
    Summary:
    Access Customer Portal with Single Contact for Multiple Users
    Content:

    Hi 

    Our OKA Customer Portal needs to be accessed by a set of users external to our organization, who come into the system and move out dynamically. New users need access and old users need to be removed on a daily basis, hence maintaining contact record for each user is not feasible. Our solution approach is to have a single contact representing the external users to be setup. When the external users tries to access the customer portal, the authentication system will post SAML assertion with the login of this static contact set up in the application. Single contact will be used for establishing Customer Portal sessions for all the external users. 

    We user will not get any personalized experience with this approach, but except browsing the knowledge articles on the customer portal, the users don't expect any additional functionality.

    Has this approach been used or tried out in any of your earlier implementations. If so, can you please help me with the information?

    Will there be any problem with the multiple sessions created for one single contact? 

    Thanks & Regards,

    Ram

    Version:
    OSvC 18D
  • Rammohan Lakshmana Perumal
    PTA for Customer Portal with two different authenticating...
    Topic posted December 8, 2019 by Rammohan Lakshmana Perumal 
    Title:
    PTA for Customer Portal with two different authenticating systems
    Summary:
    PTA for Customer Portal with two different authenticating systems
    Content:

    Hi 

    Our OKA Customer Portal is currently used by internal users (within the organization), who access the portal through IDP initiated SSO setup with the enterprise authentication application. Now we have a requirement, where we need to provide access to the customer portal to external users (outside our organization). 

    These users will access the customer portal via the CP link embedded in the external site, to which the external users will get authenticated through a different authenticating system. The expectation is to have a seamless interaction with the Customer Portal from the external site. PTA could not help as the authenticating system is different for internal users and external users. PTA_EXTERNAL_LOGIN_URL specified currently, is the IDP URL for internal users. 

    Has anybody implemented PTA in this scenario? If so, can I request you to throw some light regarding the setup needed to cater to this requirement?

    Thanks & Regards,

    Ram

    Version:
    OSvC 18D
  • ashish bodhale
    Rest APIs for assigning skills to an agent in osvc3
    Topic posted October 8, 2019 by ashish bodhaleBlue Ribbon: 750+ Points 
    Title:
    Rest APIs for assigning skills to an agent in osvc
    Summary:
    Rest APIs for assigning skills to an agent in osvc
    Content:

    Hi Team,

    Are there any Rest APIs available to assign skills to an agent? Right now whenever request comes, we assign the skills to the agents manually but we want to get rid of the manual tasks. Is there any way to automate it without manual intervention?

    Thanks,

    Ashish

  • Willie Eide
    Inlay Release Notes3
    Topic last edited December 4, 2019 by Willie EideGold Trophy: 10,000+ Points 
    Title:
    Inlay Release Notes
    Summary:
    this forum post outlines the latest release of inlays
    Content:

    The latest build of Inlays has hit the production pods. Build 0.19.11.15-b0019 was released this past Tuesday and in this release we added the ability to specify custom brand colors and fonts as well as improvements to the responsive design of all inlays. 

    We will be creating a CX answer for you to subscribe which will notify you of the latest release of Inlays. This can be found at https://cx.rightnow.com/app/answers/detail/a_id/10621 You can also view this post and below is a snapshot of what features you are able to find in the Embedded Chat Inlay. As always, you can view this documentation online on your portal site adding "/s/oit/latest" to your portal URL to reach the Inlay Registry. As always, you can ping the documentation URL at http://documentation.custhelp.com/s/oit/latest. 

    Features

    Off The Record Features

    If the attribute off-the-record-enabled is set to true, a lock icon will be present in the header of the inlay that when clicked, will send all subsequent messages as off the record to the chat server. This icon is a toggle.

    Messages that are sent to the chat server are examined for matching patterns within the off-the-record-patterns attribute. Credit card patterns for Visa, MasterCard, American Express, Diners Club, Discover as well as JCB and Maestro cards are used. When there is a match the message is automatically sent off the record.

    This feature is only supported in OSvC and version 18D and beyond

    Launch Form Fields Features

    The launch form cannot be customized, but there are ways to configure the fields on the page as well as skipping the form altogether.

    Anonymous chat, which allows a chat to start without collecting any user information, can be achieved by setting the anonymous-chat-enabled to true.

    There are four standard fields on the launch form. These fields can be configured in any order, be made to be required or even, hidden altogether. The attribute launch-form-fields is an array of values that controls display of these standard fields on the launch form. The fields are SUBJECT, FIRST_NAME, LAST_NAME and EMAIL. To make a field required add the optional * character after the field. The order of the fields is the order in which they are listed in the attribute. To hide a field, remove it from the array.

    Header and footer text can be added to the launch form. Both launchFormHeaderText and launchFormFooterText are strings that can be altered to provide textual information on the launch form. These strings support plain text and links in markdown format, e.g. [label](link). The header text will be displayed before the standard fields while the footer text is displayed after.

    Hiding Chat Bubble Names

    By default, the agent name is displayed in the chat bubble during a chat and in the printed chat transcript. Setting the attribute chat-bubble-name-enabled to false will hide all agent and system names.

    Offer Dialog

    Setting the attribute offer-enabled to true will display a chat offer dialog prior to showing the inlay. If the end user accepts then the inlay is opened in maximized mode otherwise it is shown minimized.

    Post Chat Options

    At the end of a chat session the postChatClosingMessage string will be displayed to the end user. Along with plain text, this message also supports markdown links, e.g. [label](link).

    Additionally, when a chat has concluded the end user will be queried if they would like the chat transcript sent to the printer unless the attribute post-chat-print-transcript-enabled is set to false.

    File Upload

    To enable file uploads from the end user, set attribute file-upload-enabled to true. When enabled a file upload icon will be visible in the message box section of the inlay.

    This feature is only supported in OSvC and version 18D and beyond

    Hiding Until Invoked

    When it is desired to hide the inlay on a page and wait for a show event to fire, set the inlay-hidden attribute to true. At that point, the inlay will listen for the inlay-oracle-chat-embedded-show javascript event to make itself visible. This setting is commonly used in combination with the Conditional Chat Link or Proactive Chat inlays.

    Persistence

    By default the Embedded Chat Inlay persists across web pages of the same domain given that the same inlay code is placed on those pages. If persistence is not desired, then set the attribute persistence-enabled to false.

  • Willie Eide
    Chat Inlays - Proactive, Conditional and Embedded6
    Topic posted October 25, 2019 by Willie EideGold Trophy: 10,000+ Points 
    Title:
    Chat Inlays - Proactive, Conditional and Embedded
    Summary:
    Brief summary of then how, when and why in using chat widget such as Inlays
    Content:

    There has been some discussions about proactive, conditional and embedded chat inlays. Hopefully this thread may resolve some confusion around the usage. While I am not an expert in the chat field - you should visit the chat forums or check out the chat answers on the CX site - I can provide some insight for you.

    Proactive Chat and Conditional Chat Inlays are what we call "chat offer" widgets. The usage is that these are loaded onto a page along with an Embedded Chat that is initially hidden. When certain criteria (specified by you) are met, then the chat offer inlay fires an event for the Embedded Chat to appear and allow the end user to enter in credentials and initiate a chat session. Below, we'll talk about the various Inlays and the basics around their usage and functionality.

    Proactive Chat
    Proactive Chat (also called PAC) is an inlay that basically hidden at the start. Based on criteria such as a timing delay, number of minimum sessions or agent available even checking for maximum wait time in the queue, it will then appear as a dialog asking if the user wanted to chat (chat offer). If the user clicks "yes", then the PAC fires the show event for the embedded chat and that inlay appears maximized. If the user clicks "no", the event still fires, but the embedded chat is minimized (bubble form) in the corner of the web page. Basically we always fire the show event because we want the chat available to the user if they need it.

    Conditional Chat
    The Conditional Chat Link (also called CCL) is an inlay that is static on a page - it is always visible. Based upon various setup values, it may be an icon, a text or both onto your page. It may also carry informational messages such as "There are no agents available". You are also able to configure it to be hidden itself if there are no agents available. It can appear disabled or enabled. When enabled and clicked upon, it too will fire an event to show the embedded chat inlay. No matter what -- it appears on the page and is unique as it allows for a bit of customization in order to look seamlessly integrated in the page. 

    Embedded Chat
    This is the chat interaction capability. I refer to the embedded chat in 3 parts, pre-chat, in-chat and post-chat. The pre-chat page collects information about the user in terms of subject, first and last name and email. Then the chat is initiated. Only until at this time, does this inlay finally hit the chat server to get wait times, out of office, holiday hours, etc...  and the end user is placed into the queue for the next available agent. Once connected to the agent, I call this in-chat. This is the basic back and forth with enduser and chat agent. Once the chat has concluded, we enter post-chat. In post-chat, there can be some messages displayed to the user thanking them for the opportunity to chat, asking them to fill out any surveys and asking them if they'd like their chat transcript sent to a printer. 

    That's pretty much it. Obviously I have glossed over many finer details, but you should be able to search the KB on the CX site and get additional information that you need. 

    Willie Eide
    Inlay Product Manager

  • Craig chevey@solihull.gov.uk
    Customer Portal Vision, Strategy and/or Roadmap65.0
    Topic posted October 8, 2019 by Craig chevey@solihull.gov.ukBronze Medal: 1,250+ Points 
    Title:
    Customer Portal Vision, Strategy and/or Roadmap
    Summary:
    Customer Portal Vision, Strategy and/or Roadmap
    Content:

    Hi,

    Is there a roadmap that Oracle can share on here or a webinar/Q&A session that could be arranged to show the roadmap for Customer Portal please?

    I'm aware that a lot of product development time and effort is being put in to moving Browser UI and new agent functionality forward and there is some good stuff being done. I've watched multiple webinars, seen all the new features in the release notes for each upgrade version and have slide decks highlighting the roadmaps... however, Customer Portal does not seem to be progressing at the same pace and this is where we would like our customers to be interacting with us more.

    Although the Communities functionality was added to CP this was functionality for customers/communities to collaborate rather than anything changing from the design/support perspective to make things easier. "Widget Inspector" was added and has helped me devolve some support to non-developers but this is now quite a few releases ago. I am aware that a couple of years ago there was some work being undertaken and a plan to develop a "Page Builder" UI which would help move things away from being wholly developer-focused but the last update I had on this was late-2017/early-2018.

    My problem here is that I'm having to show/train people that most new forms being created or changes that need to be made have to be done through code and a developer interface whereas colleagues are informing me that they've seen competitor demos with nice and easy declarative form/page builder tools.

    Thanks

    Craig

    Version:
    19A
  • Chethana KM
    How to parse excel data in Customer portal?5.0
    Topic posted December 2, 2019 by Chethana KMRed Ribbon: 250+ Points 
    Title:
    How to parse excel data in Customer portal?
    Summary:
    How to parse excel data in Customer portal? Which PHP library to use?
    Content:

    Hi,

    I have written a sample php script inside Custom controller - "/dav/cp/customer/development/controllers" of our Customer Portal code, to parse data from excel sheet using PHPExcel. I have attachedthe sample code snippet.
    When I run the file from the browser (https://<sitename>.custhelp.com/cc/SampleFile/testExcel), it gives me an error that the path of the PHPExcel is incorrect, as follows:

    A PHP Error was encountered
    Severity: Warning
    Message: require_once(): open_basedir restriction in effect. File(Classes/PHPExcel.php) is not within the allowed path(s): (/cgi-bin/<sitename>.cfg/scripts/cp/core/:/cgi-bin/<sitename>.cfg/scripts/cp/customer/development/:/cgi-bin/<sitename>.cfg/scripts/cp/src/core/framework/3.7.8/:/cgi-bin/<sitename>.cfg/scripts/cp/generated/:/cgi-bin/<sitename>.cfg/scripts/ma/util.phph:/cgi-bin/<sitename>.cfg/scripts/ma/cci/head.phph:/cgi-bin/<sitename>.cfg/scripts/ma/cci/top.phph:/cgi-bin/<sitename>.cfg/scripts/ma/cci/bottom.phph:/cgi-bin/<sitename>.cfg/scripts/views/view_utils.phph:/vhosts/<sitename>/euf/:/vhosts/<sitename>/rnt/rnw/yui_2.7:/vhosts/<sitename>/rnt/rnw/yui_3.18/:/cgi-bin/<sitename>.cfg/scripts/../log/:/cgi-bin/<sitename>.cfg/scripts/include/ConnectPHP/:/cgi-bin/<sitename>.cfg/scripts/ConnectPHP/:/cgi-bin/<sitename>.cfg/scripts/cp/mod_info.phph:/tmp/:/prod_tmp/:/cgi-bin/<sitename>.cfg/webindex/:/cgi-bin/<sitename>.cfg/scripts/../configs:/configs:/cgi-bin/<sitename>.cfg/scripts/euf/config:/vhosts/<sitename>:/vhosts/<sitename>/rnt/rnw/:/cgi-bin/<sitename>.cfg/scripts/include/src/:/cgi-bin/<sitename>.cfg/scripts/cp/src/mod_info.phph)


    I want to understand if parsing of excel file is even possible in Service Cloud PHP code or not?
    If yes, then which PHP library is supported to parse excel files? Also, what would be the path of the PHP library?

    Please advise.

    Thanks,
    Chethana

    Version:
    19D
    Code Snippet:
  • Asada,Katsunori
    Sorry, I posted this topic by mistake.
    Topic last edited December 1, 2019 by Asada,Katsunori 
    Title:
    Sorry, I posted this topic by mistake.
    Content:

    Sorry, I posted by mistake.

    I will delete this topic.

  • Chakravarthy Elchuri
    How to login into Customer portal using Organization...Answered4
    Topic last edited March 5, 2015 by Chakravarthy ElchuriBronze Trophy: 5,000+ Points 
    Title:
    How to login into Customer portal using Organization username and password
    Content:

    Hi,

    Any one know how to login using Organization username and password to customer portal.

    Thanks,

    Chakravarthy.