Import Standard Text (1 Comment)
Topic by Chrisanna PrescottContentHello,Our business utilizes over 3000 different standard text templates. We have a new project in which we will overhaul all verbiage within these 3000 standard text...
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Guided Assistance Search Report Parameters when added to a Workspace
Topic by TraciContentI hope I added this to the correct forum.I've created a guide to be used within the Chat workspace and we would like to limit the guides that are visible from that workspace...
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Changing Phone Number Field Masking
Topic by SylviaContentHi All,I applied a masking in the phone number field on the contact workspace based on the number of digits per country. This is currently working as expected. I want to change...
View ArticleRegister Now! Ask the Experts Webinar: Exploring the Agent Browser
Topic by Stephanie KalevaOracle Service Cloud Ask the Experts WebinarRegister Now!Exploring the Agent BrowserWednesday, May 18 @ 8 a.m. PST/11 a.m. ESTJoin Kent Swartz, Agent Desktop Product Manager,...
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Javascript Error When I Open Engagement Engine (1 Comment)
Topic by chidambaram CTContentI get javascript error message (Ref attached screen shot), when I open Engagement Engine rules Editor from navigation set. I have re-installed the agent desktop, still...
View ArticleEngagement Engine Proactive Chat and Custom Fields (2 Comments)
Topic by Nick LContentBackground... We'd like our agents to be able to identify when a chat is started after a member is logged into our online banking system.Using the engagement engine, we've...
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Changing Color of Radio Button
Topic by Lakshmi Suvarchala SarvaContentHi,Is it possible to change color of radio button(dot when selected) to black which is in yellow color by default.Can anyone help me in this..? VersionOracle...
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Support Account Creation email
Topic by Marlena C.ContentI'm trying to find which setting enables/disables the "Support Account Creation" email that is sent when an agent creates a new contact record with an email address. I don't...
View ArticleHow can I track reasons for repeat contacts/updates
Topic by Chrisanna PrescottContentI’ve been challenged to come up with a sustainable way to track the reasons why customers update their incident. This would be done by the agent, not by the customer....
View ArticleAgent Desktop SSO Help! (6 Comments)
Topic by Jarel Birck da SilvaHello all,A customer wants to use the Agent Desktop SSO with SAML 2.0. They are using ADFS Identity Provider that supports such protocol.I did all the parameterizations...
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AddInProcess.exe has stopped working (11 Comments)
Topic by Marv FerrerContentHas anyone encountered this error before? We have recently upgraded to Nov 14 release. See attached image.When I click the "View problem details" link, I get the message in...
View ArticleEmail Notification when case updated for out of office assigned agent (3...
Topic by Steve LaRocheUsing Nov2014, I had the idea to create a way to email a notification to our team or just management whenever customer updated a case that was assigned to an agent who was "out of...
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Unable to load RN Console (9 Comments)
Topic by Narendra MuttineniContentHi Everyone,I have installed Desktop and entered username and password. But after that I was getting some error(attached the screen shot). After click on 'ok' nothing...
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SLA Getting Apply Automatically When contact get created
Topic by Vikash PatelContentGuys, SLA is getting apply automatically when contact get created in the oracle service cloud through any sources like (email, console, Utility etc). I don't understand this...
View ArticleTables within Standard Text
Topic by JLFolkmanIs it possible to include a table within Standard Text?
View ArticlePhone number type in workspace (2 Comments)
Topic by RDContent Hi,Is there any way we can restrict that only 1 phone type is visible on the workspace and there is no option to change the phone type.For example, agent can fill only the Mobile...
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Javascript Error When I Open Engagement Engine (2 Comments)
Topic by chidambaram CTContentI get javascript error message (Ref attached screen shot), when I open Engagement Engine rules Editor from navigation set. I have re-installed the agent desktop, still...
View ArticleResolving Enumeration Error
Topic by Lakshmi Suvarchala SarvaHiWhen configuring Scripts that is navigating from one script to another script using fire events,I am getting Collection Enumeration Error.Can anyone help in resolving...
View ArticleAgent Desktop Inactivity logout (1 Comment)
Topic by Dyana Ni;oContentHello Guys:I'm configuring an environment and need to know where to configure the application for the inactivity logout on the agent desktop, I've found good answers regarding...
View ArticleCreating new reference for the customer reply
Topic by RDContentHiMy requirement is We want to move all these cases to “Solved” status after sending an Canned email to all customers. After this closure, if customer writes us back, new reference...
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