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  • Ori Aviv
    How to route SR to queue based on Account object attributes
    Topic posted Yesterday by Ori Aviv, tagged Configuration and Administration, Service Request Management, Setup and Configuration 
    Title:
    How to route SR to queue based on Account object attributes
    Summary:
    Need to know if it is possible to use other object attribute in SR queue routing
    Content:

    Currently Engagement Cloud Service allows you to configure queue routing only based on the SR object fields. Is it possible to expose additional objects, for example Account, in the rules creator so that I can route to an SR queue based on a custom field in the account object? If so, how? For example, route to SR queue XYZ based on Account type.

    Version:
    19C
  • Thiyag
    Demo account for OEC
    Topic posted Yesterday by ThiyagGold Medal: 3,500+ Points, tagged Service Request Management, Setup and Configuration 
    Title:
    Demo account for OEC
    Summary:
    Demo account for OEC
    Content:

    Hi Folks,

    I am trying to create a demo account for OEC Service Cloud using my oracle SSO account in www.demo.oracle.com.

    However the same is not working and got a message to check in different URL https://oim.oraclecorp.com/ which is also not working.

    Can any one of you let me know how this has to be done? are there any pre-requisites required to accomplish the same?

    Thanks

    Thiyag

  • JustRhianna
    OEC Knowledge Authoring Rich Text Editor issue2
    Topic posted November 15, 2019 by JustRhiannaSilver Crown: 22,500+ Points, tagged Setup and Configuration 
    Title:
    OEC Knowledge Authoring Rich Text Editor issue
    Summary:
    Getting error and odd behavior
    Content:

    In Authoring sometimes the Richtext editor is not loading at all. We get an error saying there was an issue loading. Have to refresh when that happens or log out and back in.

    Also I think this is something that isn't supposed to be allowed but in IE browser a user was able to copy paste an image into an Article. In chrome they could not. I told them I did not think that was OOB functionality. Thoughts?

     

     

  • 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

  • Reghu
    Ability to see history of approvals in SR object15.0
    Topic posted November 27, 2018 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, Reporting and Analytics, Service Request Management, Setup and Configuration 
    Title:
    Ability to see history of approvals in SR object
    Summary:
    Can we see history of approvals directly from a SR (on a custom approval BPM flow)?
    Content:

    Requirement:  Custom approval flow  (BPM) is there on SR object.  Customer wants to see the history of this approval process, directly from SR record.  Such that when someone clicks a button or a link in SR it should show the history of BPM approval process like, who approved/rejected when and with what comments etc

    History is a feature in worklist, but the task is available only for those approvers not for everyone and that too we have to go to worklist to see.

    As far as I have explored so far, there is no direct way to achieve this.

    I tried to see whether I can create a Data model based report to get this information, but couldn't find corresponding tables.  Could any one help?

     

  • Matias Buonavolonta
    Oracle Engagement Cloud Spaces1
    Topic posted November 15, 2019 by Matias BuonavolontaBronze Medal: 1,250+ Points, tagged Channels, Configuration and Administration, Setup and Configuration 
    Title:
    Oracle Engagement Cloud Spaces
    Summary:
    I need information of development and configuration Spaces in Oracle Engagement Cloud
    Content:

    Hi All, 

    Someone know any information link over development or configuration of Spaces in Oracle Engagement Cloud?

    Spaces it allows generate portals of information for users.

    That option is accesed of Tools>>Spaces.

    Thanks in advance!

     

     

    Version:
    Oracle Engagement Cloud 19C
  • Sophie Harris
    Is it possible to create an HRHD SR based on HDL/Rest API...1
    Topic posted October 28, 2019 by Sophie HarrisBronze Medal: 1,250+ Points, tagged Service Request Management, Setup and Configuration 
    Title:
    Is it possible to create an HRHD SR based on HDL/Rest API from core HR?
    Summary:
    Is it possible to create an HRHD SR based on HDL/Rest API from core HR?
    Content:

    Hi all, 

    I am looking into creating an SR from information that sits in core HR and wondered if anyone know if this was possible? and if so, where i can find information on this? I am thinking it might be done using HDL or Rest API but wanted to reach out to this group to clarify. 

    Another option for us would be exporting the information out in a report, and sending it via the inbound email communication channel to create an SR however ideally we want specific values going into specific fields and not just the problem description. 

    Appreciate any advice. 

    Thanks

    Sophie

  • Rohit Apsangi
    Setting up the web channel
    Topic last edited October 3, 2019 by Rohit ApsangiGold Medal: 3,500+ Points, tagged Channels, Configuration and Administration, Integration, Service Request Management, Setup and Configuration 
    Title:
    Setting up the web channel
    Content:

    Hi Community Members,

    I would like to know about following scenario :

    if SR has been created manually or using any other chanel apart from web in OEC and while replying the SR an agents selects Web channel, then does the respective customer will receive message in DCS portal?

    How can we setup this functionality?

    Regards,

    Rohit

     

    Version:
    19C
  • Volodymyr Faranosov
    HR help desk SR: required fields are not populated1
    Topic posted September 14, 2019 by Volodymyr FaranosovBlack Diamond: 60,000+ Points, tagged Service Request Management, Setup and Configuration 
    Title:
    HR help desk SR: required fields are not populated
    Summary:
    HR help desk SR: required fields are not populated
    Content:

    Dear experts,

    I am experiencing the following issue with HRHD SR UI: for some reason fields like Primary Contact Email, Primary Contact Phone, Job Title are not populated once an SR is created. It causes errors while an SR to be created from inbound email.

    Have somebody faced the same issue? 

    I appreciate any input. Find a screenshot attached.

    Kind regards,

    Volodymyr

    Version:
    19C
    Image:
  • 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.