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  • Ekansh Jain
    How the Service Request can be billed to Customer1
    Topic posted June 11, 2019 by Ekansh JainBronze Medal: 1,250+ Points, tagged Channels, Configuration and Administration, Integration, Performance - Fusion, Reporting and Analytics, Service Request Management, Setup and Configuration, UX 
    Title:
    How the Service Request can be billed to Customer
    Summary:
    How the Service Request can be billed to Customer
    Content:

    Hi,

    We are looking for a solution where we can bill the service request to the customer. For example, any kind of the services provided to customer which need to be billed than how we can achieve it?

    Thanks

    Ekansh

  • Yair Lahav
    Manually Define SLA Access Level end date1
    Topic posted September 25, 2019 by Yair LahavRed Ribbon: 250+ Points, tagged Configuration and Administration, Setup and Configuration, UX 
    Title:
    Manually Define SLA Access Level end date
    Summary:
    Manually Define SLA Access Level end date
    Content:

    Hi,

    We are searching for a solution, which will allow users, to add to organizations in OSvC, SLA Access Levels with an effective end date.

    From what we noticed, when the the service level agreement has a duration (term) defined, the access level granted to an organization inherits the end date.

    When the access level does not have a duration, the end date of the access level on the organization is null.

    Users are asking for a solution to allow them to define manually an end date, per SLA access level.

    Is there such an option?

    I couldn't find a configuration setting that allows this.

     

     

  • Lalfaro
    Implementing chat85.0
    Topic posted April 12, 2019 by Lalfaro Red Ribbon: 250+ Points, tagged Configuration and Administration, Integration, Service Request Management, Setup and Configuration, UX 
    Title:
    Implementing chat
    Summary:
    Understanding chat implementation
    Content:

    Hello,

    I read the documentation of oracle engagement cloud and i dont understand how chat works. My question is to implement chat client need to be in VBCS? Its so, theres standars controls or i need to create custom client chat app?

     

    Thanks

  • Reghu
    Is European Portuguese a supported language in OEC?1
    Topic posted July 12, 2019 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, UX 
    Title:
    Is European Portuguese a supported language in OEC?
    Summary:
    Is European Portuguese a supported language in OEC?
    Content:

    I understand it was not and hence in our project we have been using Brazillian Portuguese. But in the recent releases, European Portuguese can be seen in Login page,  Preference page and in KM Locale.  

    When I checked with Support, they say its not supported yet.  But why would this language be displayed in dropdown inside the application , and has been added recently not before.

  • Reghu
    Interaction content in Interaction history tabAnswered55.0
    Topic posted April 12, 2019 by ReghuBronze Crown: 15,000+ Points, tagged Channels, Service Request Management, UX 
    Title:
    Interaction content in Interaction history tab
    Summary:
    Can we have a link or something to show the interaction content?
    Content:

    Its good that in Interaction history tab under SR, ACcount, Contact we could see when and what type of interaction happened.   But can we get the interaction content?  Say if an email was sent to and fro , clicking on a link in the record will open up the actual email.

    In olden releases of OSC Interactions used to have this..  Say if I was sharing an email that a message icon (mail) would be there in the interaction record and clicking on which will open up the actual email conversation.

  • Reghu
    Unable to edit field from Service Request contact...65.0
    Topic posted January 30, 2019 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, Service Request Management, Setup and Configuration, UX 
    Title:
    Unable to edit field from Service Request contact relationship
    Summary:
    Unable to edit field from Service Request contact relationship
    Content:

    Objective: While adding contacts to a service request, we have to specify what role that contact plays in the service request.

    Steps followed:

    1. Created role field in Contact member object (under SR object)

    2. Exposed it in the Contact list page (subtab under SR page)

    3. I can add a contact or create a new contact from the contact subtab, but for none of them, this field is editable.

    Basically, unable to edit the field that is present form the Interseciton object b/w SR and Contact.

    Attached screenshot. 

     

    Quesiton : How to mention the role of the contact for a SR?

     

     

    Image:
  • Reghu
    Ability to have unique sequence number for specific type of...55.0
    Topic posted November 20, 2018 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, Integration, Service Request Management, Setup and Configuration, UX 
    Title:
    Ability to have unique sequence number for specific type of records
    Summary:
    To have unique sequence numbers for records with specific type
    Content:

    Requirement:  For SRs of type 'X'  we have to have continuous numbers (unique sequences) for legal purpose.  currently we have SR number in SR object which is the PUID, but this is for all type of SRs.  So, in this way type 'X' SRs we can have sequence number gaps, which should not be  as there is a periodic report to be submitted to Governmnent and for this type of SRs and there should not be gaps in the sequence numbers. 

    Is there a way to achieve this requirement? 

     

     

     

  • Madhu Gothandaraman
    HR Help Desk : Email Notification75.0
    Topic posted October 21, 2018 by Madhu GothandaramanGold Trophy: 10,000+ Points, tagged Configuration and Administration, Service Request Management, Setup and Configuration, UX 
    Title:
    HR Help Desk : Email Notification
    Summary:
    Enable Email Notification by creating a object workflow for Service Request/Message
    Content:

    Hello Experts,

    Kindly share your inputs on the below:

    Please let me know how to enable email notifications, We have been trying to use objects workflows in application composer to send automated notification based on events like the ones mentioned below.

    • when an employee creates an SR (Employee needs to be notified that the SR has been created)
    • When an SR is assigned to the agent based on the queue (Agent needs to be notified through email)
    • When an Agent updates an SR (Employee needs to be notified via email requesting to check the SR message)
    • When the status of the SR is changed based on the change in milestone status (Employee needs to be notified accordingly), etc

    As of now, when I tried creating an Object Workflow as Service Request

    With event point - When a record is created, Action - Email Notification with To Address selected as Request Creator / Record Creator, yet the employee did not receive any email notification.

    Any inputs appreciated.

     

    Thanks,

  • Reghu
    How to create Stand alone Address in OEC ?15.0
    Topic posted October 23, 2018 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, Integration, Setup and Configuration, UX 
    Title:
    How to create Stand alone Address in OEC ?
    Summary:
    To create addresses that are stand alone ie not related to any account or contact
    Content:

    Dear Team,

    Could you clarify the following?

    I understand by data model Fusion supports stand alone address (Location) and related address (party sites) and when I create a party site (ie through Account or Contact) the address is filled in both the tables (Location and PArty sites). 

    But do we have a way to create an address in Location and then reuse wherever applicable?  Like when I create an Account can I find the existing addresses (from location) and add whichever address is applicable?

    I find an object called Address in app composer which is stand alone object but doesn't have a page on its own to create stand alone address.

     

    Regards

    Reghu 

  • Reghu
    Activities not appearing in Interaction history3
    Topic last edited September 20, 2018 by ReghuBronze Crown: 15,000+ Points, tagged Channels, Configuration and Administration, Integration, Performance - Fusion, Reporting and Analytics, Service Request Management, Setup and Configuration, UX 
    Title:
    Activities not appearing in Interaction history
    Summary:
    Task of type 'Call' not appearing in Interaction history
    Content:

    Dear Team,

     

    I would like to understand more about this interaction history tab.  as I understand its capable of tracking and listing all the interactions across channels w.r.to the SR. 

    Say a customer is visiting store and as an Agent I am logging a Task of type'call' or something of that sort (basically an activity which is also a customer interaction), the task is not appearing under Interaction history. 

    Why is that?  Is it fetching for a  different table?  If yes, do we have a provision to create an entry in Interaction history  like Via WS?