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Link to other Guided assistence (8 Comments)
Topic by Sérgio BraunContentHi all!* See the screenshotWhen you click "Yes" the client is directed to / app / ask, but does not perform the next guided assistance. Is it possible to do this?Image
View ArticleCumulative Summing using Data Import Wizard (2 Comments)
Topic by Andy TownshendContentI am trying to see if the Data Import Wizard has the capability to add a column's value to an existing field rather than overwrite its value. We are looking to see if we...
View ArticleUser Error Logs (1 Comment)
Topic by Danielle MartinezContentHello all,So I'm very new to Oracle Cloud administration and had a question on Logs (error logs, info logs, etc). Is there a feature to look at specific user error...
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Chat ID Definition for calling RouteChatToQueue() (1 Comment)
Topic by Shenbaga MoorthyContentI am using http://documentation.custhelp.com/euf/assets/devdocs/unversioned/Chat_APIs/Default.htm Chat API Document to route a chat engagement to a queue.I am getting an...
View ArticleOPM Control in Agent Desktop (1 Comment)
Topic by Lelha Prasaath Thimiri DhananjeyuluHi All, I have a requirement, each time custom fields value changes OPM control needs to be triggered again. I've tried, when a workspace is loaded initially...
View ArticleAssigned field is not set when Agent proposes an Answer (13 Comments)
Topic by Praveen WoodyContentHi, Assigned field on Answer workspace is not set when agent proposes an answer from an incident using the propose ribbon button. I am trying to build a report to show a...
View ArticleHow does Access Level on Answer workspace work (3 Comments)
Topic by Praveen WoodyContentI want to use several custom access levels on Answer workspace for different groups in the application just for the Agent Console.If I have groups A, B, C then Users can...
View ArticleAs Maintained BOM (Bill of Materials)? (1 Comment)
Topic by Emmanuel DiazHello Service Cloud Community,Does anyone have any feedback on implementing an "as-maintained BOM" using the "out of the box" asset management or custom objects?We sell complex...
View ArticleHow to set time limit to reopen a ticket (4 Comments)
Topic by Hector ArreolaContentHello,I was looking for a way to keep agents from reopening a ticket on the Agent Dekstop Console after a certain time (7 days). There is an option in the workspace rules...
View ArticleHow to increase the size of pop up messages (8 Comments)
Topic by Yair LahavHello,We have a field in a report which is displayed with more... option to trim the width of the column. There are cases where when clicking the more option, the popup message still...
View ArticleTwilio Accelerator Integration (1 Comment)
Topic by Sriharsha KukatlaContentHi All,For configuring Twilio, http://download.oracle.com/otndocs/telephony-sms/TwilioCTI_build/index.htmlWhen I try to make a incoming call request to the twilio...
View ArticlePassing Variables in Browser Control Issue (6 Comments)
Topic by Gursimran Singh SainiContentWe have a Browser Control on Task Workspace in which we pass Task ID like this: ...&task_id=$task.task_id...This is working fine on Enhanced Console. But on...
View ArticleMany-to-Many Relationship for Contacts (4 Comments)
Topic by Sylvia SHi Guys,I have a requirement to create many to many relationships. our contacts data is made of individuals and companies. Some individuals can have some companies as their employers....
View ArticleOSC SFDC Chat Integration (1 Comment)
Topic by Sasi Kiran AlladaHi,I am working on fetching the communication related to a Case in SFDC and I would like to know which Object is used for storing all the communications like email, phone,...
View ArticleMerge/auto solved incidents
Topic by Dudu DahanWe are facing the need to merge incidents or auto solve incidents. but it should apply under the following conditions only: 1. There are more than 1 new incidents from the same...
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Customize Oracle Logo to Client's Brand Logo (1 Comment)
Topic by Lage AnthonyContentHI ALL,Is it possible to customize Oracle logo with client brand logo on Agent desktop login page and All pages in Agent BUI and agent console?Thanks in advance...
View ArticleUsing setThread from Javascript integration crashing agent console
Topic by Chris RogersContentHelloI'm trying to use window.external.Incident.setThread(2, thread);to append some text to a reply in an incident.However this call crashes the agent console. I can...
View ArticleDeployment Resources (2 Comments)
Topic by RXRContentThank you for reading and responding to my post, I really appreciate it.I am working along with a third party that is currently handling our deployment for Agent Desktop objects and...
View ArticleConfiguration Discrepancy Report (3 Comments)
Topic by RXRContentHello and thank you in advance for your input, I really appreciate it. In Agent Desktop when I pull up Configuration Settings, I am shown what the default value is as well as what...
View ArticleDuplicate Email Warning (2 Comments)
Topic by David RadtkeContentI have a contact in my system with an invalid email address. I attempted to correct it, but when I do, it tells me that a duplicate email exists. That happens every so...
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