Oracle Email Center User Guide

Contents

Title and Copyright Information

Send Us Your Comments

Preface

Understanding Oracle Email Center

Oracle Email Center Concepts

      Agent Console

      Auto Acknowledgement and Auto-Reply

      Queue Access

      Classifications

      Customer Matching/Searching

      Default Customer

      Download Processor

      Email Tagging

      Email Threading

      Intents

      Interaction Threading

      Knowledge Base Repositories

      Message Component

      My Inbox

      Notes

      Spell Checker

      Suggested Response Documents and Templates

      Text Editors

      Work Activity

Using Oracle Email Center

Email Center Home

Email Center Messages Inbox

Email Center Messages Search

Email Center Messages

Knowledge Base Repositories

Knowledge Base Search

Email Center Customer Search

Managing Accounts

Managing Agents

Managing Documents

Managing Queries

Setting Email Center Agent Console Profiles

Index