• Title and Copyright Information
• Preface
• 1 Auto Update Program
• 2 Core Features
  • Getting Started for Administrators
    • Download the Oracle B2C Service Client and Log In
    • Initial Setup
    • Navigation Sets, Profiles, and Staff Accounts
    • How You Determine the Functionality Your Organization Needs
    • Create a Navigation Set for the Administrator
    • Optional Configuration Items
    • Open a Configuration Item
    • Add Folders
    • Folders and Items in the Tree
  • Getting Started for Users
    • Download Oracle B2C Service and Log In
    • Session Expiration
    • Overview of the Service Console
      • File Menu
      • Console Ribbon
      • Navigation Pane
        • Tool Window Buttons
        • How You Move Tool Windows
        • Available Actions from a Navigation or Configuration List
    • How You Customize Navigation and Configuration Lists
      • Add Items to or Remove Items from a Navigation or Configuration List
      • Search for an Item to Add to Your Navigation List
      • Organize Items in a Navigation List
      • How You Reorder Items
    • Available Actions from the Recent Items List
    • How You Search Recent Items
    • How You Pin Recent Items
    • How Buttons in Your Navigation Set are Displayed
    • Overview of the Content Pane
    • Content Pane Tabs
    • Application Options
      • Change Your Personal Settings
      • Rebuild Your Local Cache
      • Change Your Password
      • Change Your View Options
      • Change Your Navigation Pane Settings
      • Change Tool Window Visibility
    • Open the Reports Explorer
    • Explorer Display States
    • Search for a Report from the Reports Explorer
    • Search Results Actions
    • Advanced Search Options
    • Explorer Tree
    • Explorer List
    • Explorer Ribbon
    • How You Change Folders from the Address Bar
    • Save an Item in an Explorer
  • Session Management and Login Controls
    • Overview of Session Management and Login Controls
    • How You Force Session Expiration
    • Desktop Usage Control
    • Log Out a Staff Member Manually
    • Automatically Logging Out Inactive Sessions
    • Configure Automatic Logout by Profile
    • Login Help Options
    • How You Add Your Branding on the Login Window
    • How You Provide Login Information to Staff Members
    • Administration Login Limits
    • Staff Account Locking
    • Login Agreement Functionality
    • How You Save Login Credentials
  • Navigation Sets
    • Overview of Navigation Sets
    • Create a Navigation Set
    • Configure the File Menu
    • Add Quick Search Reports to a Navigation Set
    • Copy a Navigation Set
    • Edit a Navigation Set
    • Delete a Navigation Set
    • How Custom Navigation Sets Work with Profiles
    • Assign a Navigation Set to a Profile
  • Staff Management
    • Overview of Staff Management
    • Profiles
      • Add or Edit a Profile
      • Set Profile Permissions
        • Administration Permissions
        • Organization Permissions
        • Contacts Permissions
        • Service Permissions
        • Opportunities Permissions
        • Outreach Permissions
        • Feedback Permissions
        • Task Permissions
        • Custom Objects Permissions
        • Analytics Permissions
    • Staff Accounts Editor
      • Configure Staff-Member Passwords
      • Add or Edit a Staff Account
      • Assign a Staff Account to a Group
      • Sort the Staff Accounts in a Group
      • Organize Staff Members by Manager
      • Delete a Staff Account
  • Customizable Menus
    • Overview of Customizable Menus
    • Add or Edit a Country or Province
    • Add or Edit an Organization Address Type
    • Add or Edit a Contact Type
    • Add or Edit a Price Schedule
    • Add or Edit a Sales Product
    • Add a Price Schedule to a Sales Product
    • Add a Custom Object Menu Item
    • Edit a Custom Object Menu Item
    • How You Organize Information with Products, Categories, and Dispositions
      • Specify the Number of Required Product Levels for Incidents
      • Search Optimization Using Products, Categories, and Dispositions
        • Add or Edit a Product
        • Add a Subproduct
        • Edit Visibility Settings for Multiple Products Simultaneously
      • Change the Order of a Product, Category, or Disposition
      • What Happens When You Delete Products, Categories, and Dispositions
        • Delete a Product That Has Subproducts
    • Product Linking
      • How You Link Products, Categories, and Dispositions
        • Create Links Automatically
        • Create Links for One Product at a Time
        • Create or Remove Links for Multiple Products Simultaneously
        • Link Categories to Products
        • Link Dispositions to Products
      • Enable Product Linking
      • Disable Product Linking
      • Copy Product Links
      • Remove a Link
      • Product Linking When Working with Answers
      • View a Product Report
    • How Incident Statuses Work
      • Add or Edit an Incident Status
    • Add or Edit an Incident Severity Level
    • How You Route Incidents to Queues
      • Add or Edit an Incident Queue
      • How You Monitor Incident Queues
    • How You Organize Answer Statuses
      • Add or Edit an Answer Status
    • How You Control Answer Access
      • Add or Edit an Answer Access Level
    • Billable-Task Tracking
      • Add or Edit a Billable Task
    • How Channel Types Work
      • Add the Channel Usernames Field to a Contact Workspace
      • Edit a Channel Type
    • Tracked Link Categories for Outreach and Feedback
      • Add or Edit a Tracked Link Category
      • Add Levels of Tracked Link Categories
    • Add or Edit a Contact Role
    • Add or Edit an Opportunity Status
    • Add or Edit a Competitor
    • Add or Edit a Win/Loss Reason
    • How Industry Types Work
      • Add the Industry Field to an Opportunity Workspace
      • Add or Edit an Industry Type
    • Add or Edit a Lead Rejection Type
  • Channels
    • Overview of Channels
    • Grant Channel Account Access to a Staff Account
    • How You Store Social Media User Names
    • Add or Edit a Social Media User Name for a Contact
    • How You Configure Self-Service for Facebook
  • Business Rules
    • Overview of Business Rules
      • How are Rules Processed?
      • Ways to Use Business Rules in Your Organization
      • Best Practices for Planning Business Rules
      • Elements of Rules and Rule Bases
      • States and Functions in Business Rules
      • Variables in Business Rules
      • Rules Processing Order
    • Create a Rule Base
      • Add a State
      • Add a Function
      • Add or Edit a Variable
    • Add a Rule
      • Business Rule Conditions
        • Relative Time Conditions
        • Select the Relative Time Condition Using a Task Due Date
        • Custom Fields and Masks in Conditions
        • Previous Fields in Conditions
        • Conditions for Each Rule Base
        • Answer Conditions
        • Contact Conditions
        • Incident Conditions
        • Opportunity Conditions
        • Organization Conditions
        • Task Conditions
      • Business Rule Operators
      • Business Rule Logical Expressions
      • Business Rule Actions
        • Action Execution
        • Action Order
        • Actions to Set Custom Fields and Variables
        • Actions for Rule Bases
        • Actions for Answer Rules
        • Actions for Contact Rules
        • Actions for Incident Rules
        • Actions for Chat Rules
        • Actions for Opportunity Rules
        • Actions for Organization Rules
        • Actions for Task Rules
    • Rules for Escalation of Answers, Incidents, Opportunities, and Tasks
      • How Escalation Rules Work
      • Process for Escalating Incidents
      • How the Dbstatus Utility Updates the Escalation Level
      • Create a Rule that Sets the Escalation Level
      • Create a Rule that Triggers Actions on an Escalated Object
    • Compilation and Activation of Rule Bases
      • Compile a Rule Base
      • Activate a Rule Base
      • Abandon Changes to a Rule Base
      • Objects in the Null State
      • Change State Values When Activating a Rule Base
    • How to View Rule Bases
      • View a Rule Base
      • Restore the Archived Version of the Rule Base
    • Search a Rule Base
    • Modify a Rule Base
    • Verify a Rule Using the Rule Log
    • Dependency Conflicts
    • Examples of Business Rules
      • Rules for Routing Customer Support Questions
        • Example of Routing Incidents by Source
        • Example of Routing Incidents by Products or Categories
        • Example of Routing Incidents by Time Created
        • Example of Building on Basic Incident Routing Rules
        • Other Incident Routing Conditions
        • How the Else Clause Can Simplify Business Rules
      • Example of Automatically Sending Emails and Surveys
      • Example of Setting Incident Status in Response to an Event or Action
      • Example of Using SmartAssistant to Suggest Answers Before Questions are Submitted
      • Escalate an Incident
      • Create a Variable to Measure Service Quality
      • Examples of Applying Service Level Agreements (SLAs)
        • Apply an SLA Using a Contact Rule
        • Apply an SLA Using an Incident Rule
      • Example of Using Relative Time Conditions
  • Custom Fields
    • Overview of Custom Fields
    • Custom Field Types
    • Add or Edit a Custom Field
    • Custom Field Visibility Settings
    • Input Masks
  • Custom Objects
    • Overview of Custom Objects
      • Object Designer
      • Custom Object Types
      • Custom Object Packages
    • Create a Custom Object
    • Add a Field to a Custom Object
    • Custom Object Relationships
      • Relationship Restrictions
      • Define a Relationship
      • Self-Referencing Relationships
    • Create a System Attribute
    • Menu-Only Custom Objects
      • Create a Menu-Only Custom Object
      • Use a Menu-Only Object in a Custom Object
    • Edit or Delete a Custom Object
    • Roll Back Changes to Custom Objects
    • Deploy Custom Objects
    • Export and Import of Custom Objects
      • Export Custom Objects
      • Import Custom Objects
    • What to Do with Custom Objects After Deployment
      • Custom Objects on the Service Console
      • Custom Objects in Navigation Sets
      • Custom Object Permissions in Profiles
      • Custom Objects in Analytics
      • Custom Objects in the Data Import Wizard
  • Custom Processes
    • Overview of Custom Processes
    • Process Designer
    • Object Event Handlers
      • Best Practices for Testing Object Event Handler Scripts
      • Add an Object Event Handler
      • Example of an Object Event Handler Script
      • Triggers for Object Event Handlers
      • Associate an Event Handler with an Object
    • Export the Process Model
    • Import the Process Model
    • Deploy the Process Model
    • Roll Back the Process Model
    • View Custom Process Error Logs
    • Process Log for Asynchronous CPMs
    • Custom Process Logging for Debugging Scripts
      • Define the Terminals in the Custom Process Script
      • Create the Object Event Handler
      • Create Probes for Logging
      • Examine the Probe Logs
  • Asset Management
    • Overview of Asset and Product Registration
    • Asset Planning
    • How You Set Up Assets
      • Add or Edit an Asset Status
      • Add or Edit a Sales Product to Use with Assets
      • Asset Workspaces
      • Assign Asset Profile Permissions
      • Assets and Navigation Sets
    • Add an Asset Record
    • Import Asset Records
    • Product Registration on the Customer Portal
      • Add Product Registration Files to Your Customer Portal
      • Overview of Product Registration Widgets
      • How to View Registered Products on the Customer Portal
      • View Registered Products from Other Staff Members in an Organization
      • Overview of Registering a Product
      • Registered Product Update
  • Site Configuration
    • Overview of Site Configuration
    • Search for a Configuration Setting
    • How the Configuration Settings Editor Works
      • Configuration Settings Editor Home Tab
      • Configuration Settings Editor Page Setup Tab
      • Configuration Settings Editor Folder Structure
      • Configuration Settings Editor Audit Log
      • Export Configuration Setting Metadata
    • How You Customize Configuration Settings
      • Edit a Configuration Setting
      • Edit the Same Configuration Settings Across Multiple Interfaces
      • Create a Custom Configuration Setting
      • How You Configure the Administration Interface
      • How You Customize the Links Menu
        • Add a Custom Link
        • Add a Submenu with Links
    • Message Bases Editor
      • Search for a Message Base
      • How the Message Bases Editor Works
        • Message Bases Editor Home Tab
        • Message Bases Editor Page Setup Tab
        • Message Bases Editor Folder Structure
        • Message Bases Editor Audit Log
        • Export Message Base Metadata
      • How You Customize Message Bases
        • Edit Message Base Text
        • Edit the Same Message Base on Multiple Interfaces
        • Lock a Text Value
        • Create a Custom Message Base Entry
    • Manage Files with the File Manager
      • Backup and Default Files
      • Download a File
      • Upload a File
      • View a File
      • Edit a File
      • Copy or Move a File
      • Restore a File from the Backup or Default Directory
      • Delete a File
      • File Manager Directories
        • Custom Scripts
        • Wordlist Files
        • Asian Language Dictionaries
        • Log File Management
          • Email the Log File
          • Download the Log File
    • Log File Errors and Information
      • Open Log Files
    • Service Update Notifications
      • View Service Update Notifications
      • Service Update Notification Ribbon
      • Compatibility Exceptions
      • Deprecated Items
      • Edit Status Inline
    • Change the Interface Display Name
    • Add or Edit a Currency
    • Add or Edit Exchange Rates
    • Screen Pops
      • How You Configure Third-Party Software for Screen Pops
  • Email Management
    • Overview of Email Management
    • How Email Works in Service
      • Email Reply Processing
      • Single-Send Email Response Logic
      • Cross-Site Email Management
    • How Email Works in Outreach and Feedback
    • How Mailboxes Work
      • Edit an Oracle-Managed Service Mailbox
      • Add or Edit a General Service Mailbox
      • Add or Edit an Outreach Mailbox
      • How You Designate a Default Mailbox
      • Configure an Agent Browser UI Mailbox Editor
    • Email Security Features
      • Configure SSL Security Settings
      • How SMIME Security Works
        • Configure SMIME Security Settings
      • Certificate Validation Options
        • Add or Remove Certification Authorities
        • Add or Remove Certification Revocation Lists
        • Add or Remove Intermediate Certificates
    • How You Troubleshoot Filtered Out or Rejected Email
    • Email Bounce Handling
      • Invalid Contact Email Addresses
      • Email Loop Detection
    • Advanced Configuration for Email Handling
      • Edit Common Outgoing Email Configuration Settings
      • Edit Service Email Configuration Settings
      • Edit Outreach and Feedback Email Configuration Settings
    • Add or Edit a Distribution List
    • Add Email Addresses to Distribution Lists
    • Best Practices for Sending Email
  • Message Templates
    • Overview of Message Templates
    • How the Message Templates Editor Works
      • Message Templates Ribbon
      • Message Templates Subtabs
    • How You Customize the Global Template
      • Edit the Global Template
      • How You Deploy the Global Template
        • Deploy the Global Template
        • Deploy the Global Template and the Messages at the Same Time
    • How You Customize Messages
      • Message Types
      • Links and Dynamic Content Elements
      • Print Templates
        • Display Sibling Answer File Attachments on the Answer Print Message Template
      • Message Ribbon
      • Format Messages
      • How Message Editing Works
        • Edit a Message
        • Add a Conditional Subject Line
        • Proof Messages
          • Send a Proof Message from a Subtab
          • Send a Proof Message from an Undocked Message
      • How You Deploy Messages
        • Deploy One Message
        • Deploy Multiple Messages at the Same Time
    • Incident Response Tracking
    • Examples of Message Templates
      • Define Conditional Content Based on Message Thread Count
      • When to Use Case Sections vs. Conditional Sections
      • Apply Product-Specific Logos
  • Data Import
    • Overview of Data Import
    • How Data Import Works
      • Import Data
      • Duplicate Record Handling for Data Imports
      • Data Import Error Handling
    • Add or Edit a Data Import Template
    • Data Import History
    • Element Manager on the Agent Browser UI
  • SAML 2.0 Open Login
    • Overview of SAML 2.0 Open Login
    • Single Sign-on Support in B2C Service
      • Agent Login Using an IdP-initiated SSO
      • Customer Login Using an IdP-initiated SSO
      • Set Up Single Sign-on (SSO) Using an External Identity Provider
        • Add the SSO Profile Permission
        • Considerations When Using Single Sign-on
        • Define Single Sign-on Configuration Settings
        • Methods for Setting Up Identity Providers
        • How You Identify the SAML Subject for Agent Login
        • How You Identify the SAML Subject for Contact Login
        • How You Redirect Contacts After Login
    • Authentication Using an External Identity Provider on the B2C Service Login Window
      • Define an External IdP for Agent Authentication on the Login Window
      • Log in with an External Identity Provider on the B2C Service Login Window
    • Bypass the External Identity Provider
    • Use OpenID-based External Identity Providers
      • Register B2C Service with the OpenID Connect Provider
      • Define the OpenID Connect Provider in B2C Service
    • Log in to External Applications Using B2C Service as the Identity Provider
      • Create an SSO Service Provider
      • Create a Service Application
      • View the Single Sign-On Configurations Audit Log
      • Add Applications to the Service Console or Agent Browser UI
      • Redirection to the B2C Service Login Page
      • Single Logout for SSO Applications
      • Enable Single Logout for an External Service Provider
    • Use OAuth Authorization to Access the Connect REST API
      • Configure the External Identity Provider
      • Configure B2C Service for OAuth Authorization
      • Define the External Identity Provider for OAuth Authorization
      • Revoke OAuth Access Tokens
  • Add-Ins
    • Overview of Add-Ins
    • Add-In File Conventions
    • Install a New Add-In
    • Install an Updated Add-In
    • Remove an Add-In
    • View the Audit Log for an Add-In
    • Use Add-Ins in Scripts and Workspaces
    • View Add-In Log Messages
    • View Add-Ins Enabled for Your Profile
    • Agent Browser UI Extensions
    • Download Add-Ins and Extensions
  • Multiple Interfaces
    • Overview of Multiple Interfaces
    • Alternatives to Multiple Interfaces
    • Interface Options and Settings
      • Common Items and Settings
      • Interface-Specific Items and Settings
      • Options with Interface Visibility Settings
    • When to Use Multiple Interfaces
      • How You Determine Interface Needs
      • Change the Interface Display Name
      • Staff Member Accessibility
        • Navigation Sets in Relation to Multiple Interfaces
        • Workspaces in Relation to Multiple Interfaces
        • Profiles in Relation to Multiple Interfaces
      • How You Manage Visibility in Configuration Items
      • How You Configure and Customize the Interface
      • How You Manage Multiple Interfaces by Creating Business Rules
      • How You Configure Mailboxes for Multiple Interfaces
      • How You Customize Message Templates for Multiple Interfaces
      • How You Add Answers for Multiple Interfaces
  • Common Functionality
    • Overview of Common Functionality
    • Common Functionality Ribbon
      • Customize the Quick Access Toolbar
      • Display Shortcut Keys on the Ribbon
    • Record Search Options
      • Search for a Record from a Report
      • Answer Text Field Search Options
      • Special Characters Allowed When Searching
      • Overview of Quick Search
        • Search for an Answer with Quick Search
        • Predefined Quick Search Reports
      • How You Search from Open Records
        • Search for a Contact from an Open Record
        • Search for an Organization from an Open Record
        • Search for a Task from an Open Record
    • Overview of Standard Workspaces
    • Open an Incident for Editing
    • Forward a Record
    • Select a Recipient
    • Check Names Window
    • Copy a Record
    • Print a Record
    • Close Multiple Records Simultaneously
    • Audit Logs
    • Assign a Record from a Report
    • Assign an Open Record
    • Add a Flag to a Record
    • Spell Checking
    • Correct an Inline Misspelling
    • Check Spelling Manually
    • Set Spell Check Options
    • Automatic Spell Checking
    • Overview of the Attachments Tab
      • Answer File Attachments
      • Incident File Attachments
      • Browse for a File to Attach to a Record
      • Search for a File to Attach to a Record
      • View Attachment Properties
    • How You Update Multiple Records
      • Edit Multiple Records
      • Delete Multiple Records
      • Forward Multiple Records
    • Record Workgroups
      • Create an Incident Workgroup
    • Record Information Available in Outlook Appointments
      • Add an Outlook Appointment
    • Notifications
      • Open Your Notifications
      • Desktop Alerts
    • Send a Broadcast Notification
  • HTML and Text Editors
    • How the HTML Editor Works
    • How You Add HTML in Design Mode
    • Links and Dynamic Content Elements
      • Modify Page Properties
      • Edit Style and Class
      • Insert an Account Assistance Link
      • Insert an Agent Browser UI Incident Link
      • Insert an Anchor
      • Insert an Answer Section
      • Insert an Answer Link
      • Insert a Browser Link
      • Insert a Case Section
      • Insert a Chat Link
      • How Cloud Links Work
        • Insert a Cloud Link
      • Insert a Conditional Section
      • Insert a Customer Portal Incident Link
      • Insert a File Link
      • Insert a Forward to Friend Link
      • Insert a Hyperlink
      • Insert an Image
      • How Incident Threads Work
        • Insert an Incident Thread
      • Insert an Incident Link
      • How Merge Fields Work
        • Insert a Text Merge Field
        • Insert an Image Merge Field
        • Insert a Merge Field to a URL Parameter
      • How Merge Reports Work
        • Merge a Report into Content
        • Merge Report Properties
      • Insert a Physical Address
      • Insert a Profile Link
      • Insert a Proof Comments Link
      • Insert a Proof Survey Link
      • Insert a Reset Password Link
      • Insert a Setup Password Link
      • Insert a Survey Link
      • Insert a Link to This Survey
      • Insert a Survey Results Link
      • Insert a Table
      • Insert a This Answer Link
      • Insert a This Discussion Link
      • Insert a Tracked Link
        • Convert Links to Tracked Links
      • Insert an Unsubscribe All Answers Link
      • Insert an Unsubscribe Link
      • Insert an Unsubscribe This Answer Link
      • Insert a View Subscriptions Link
      • Insert a Web Form
      • Insert a Web Page Link
    • Add HTML in Source Mode
    • Preview Content
    • How You Create and Edit Text-Only Messages
  • Organizations
    • Overview of Organizations
      • How SLAs Work with Organizations and Contacts
    • Standard Organization Workspace
    • Organization Workspace Ribbon
      • Organization Workspace Record Tabs
    • Add an Organization
    • Add New Contacts to an Organization
    • Add Existing Contacts to an Organization
    • Edit an Organization
    • Delete an Organization
    • Remove Contacts from an Organization
    • Organization Hierarchies
      • How You Work with the Hierarchy Tab
      • Add a New Organization to the Hierarchy
      • Add an Existing Organization to the Hierarchy
  • Contacts
    • Overview of Contacts
    • Standard Contact Workspace
    • Contact Workspace Ribbon
      • Contact Workspace Record Tabs
    • Add a Contact
    • How You Add Contacts from Other Records
    • Contact Associations
      • Associate a Contact with an Organization
      • How You Associate Contacts with Incidents
      • How You Associate Contacts with Opportunities
    • Remove a Contact from a Record
    • Edit a Contact
    • What Happens When You Delete a Contact
      • Delete a Contact
    • Set a Contact Role
      • Reassociate the Contact with an Incident
      • Reassociate the Contact with an Opportunity
    • Email Address Sharing
      • Areas Affected by Email Address Sharing
      • Enable Email Address Sharing
    • Contact Synchronization with Oracle Commerce Service Center Integration
  • Tasks
    • Overview of Tasks
      • Standard Task Workspace
      • Task Workspace Ribbon
      • Task Workspace Record Tabs
      • Tasks Tab
      • Delete a Task
      • Complete a Task
      • Add a Task
      • Edit a Task
    • How You Inherit Task Fields
      • Inherit Contact and Organization Fields
      • Inherit the Assigned Field
  • Outlook Integration
    • Overview of Outlook Integration
    • How You Configure Outlook Integration
      • Add Outlook Integration Permissions to a Profile
      • Install Outlook Integration
    • Contact, Task, and Email Sync Options
      • Sync Settings Options
      • Contact Sync Options
      • Task Sync Options
      • Email Sync Options
    • How You Synchronize Contacts
      • Sync a Contact Between Outlook and B2C Service
      • Sync All Contacts Between Outlook and B2C Service
    • How You Synchronize Tasks
      • Sync a Task Between Outlook and B2C Service
      • Sync All Tasks Between Outlook and B2C Service
    • Email Integration
      • Append Outlook Email to a Record in B2C Service
    • Install B2C Service SmartTag
      • Open an Incident Using B2C Service SmartTag in Outlook
  • Oracle Applications Integration
    • Oracle Applications Integrations with B2C Service
      • Oracle Commerce Service Center
        • How You Work with Oracle Commerce Service Center on the Service Console
      • Oracle Engagement Engine Cloud Service
      • Oracle Knowledge Management
      • Oracle Intelligent Advisor
      • Oracle CX Sales
      • Oracle CX Marketing
      • Oracle Digital Assistant
      • Oracle Unity
  • Reference Information
    • Reference Information
    • Date and Time Format Tokens for Analytics
    • Date and Time Format Tokens for Configuration Settings
    • Regular Expressions
    • Shortcut Keys
    • SmartSense
    • How You Evaluate SmartSense Ratings
• 3 Dynamic Agent Desktop
  • Dynamic Agent Desktop
    • Overview of the Dynamic Agent Desktop
    • Considerations for Mapping Your Business Processes to the Agent Desktop
    • Guidelines for Testing Your Agent Desktop Design
  • Workspaces
    • Overview of Workspaces
    • Open the Workspaces Explorer
    • Standard Workspaces
    • Custom Workspaces
    • Create a Workspace
    • Copy a Workspace
    • Delete a Workspace
    • Edit a Workspace
    • Best Practices for Creating Workspaces
    • Workspace Rules
      • Overview of Workspace Rules
      • Workspace Rules Tab
      • Add a Workspace Rule
      • Workspace Rule Triggers
        • Workspace Rule Triggers Description
        • Add a Workspace Rule Trigger
      • Workspace Rule Conditions
        • Workspace Rule Conditions Description
        • Add a Workspace Rule Condition
      • Workspace Rule Operators
      • Edit a Workspace Rule Logical Expression
      • Workspace Rule Actions
        • Workspace Rule Actions Description
        • Add or Edit a Workspace Rule Action
      • Modify Workspace Rules
      • Considerations for Avoiding Workspace Rule Conflicts
    • Preview a Workspace
    • How You Export and Import Workspaces
      • Export a Workspace
      • Import a Workspace
  • Guided Assistance
    • Overview of Guided Assistance
    • Provide Guided Assistance to Agents and Customers
    • Assign Guided Assistance Permission to Profiles
    • Create or Edit a Guide
    • Add Questions and Responses to a Guide
    • Associate Answers and Text Explanations with Question Responses
    • How You Pass Parameters Through Call URL Nodes
      • Pass a Parameter Using Response Properties
      • Pass a Static Parameter Using Question Properties
    • Guide Preview
      • Use Agent Preview
      • Use Web Preview
    • Guided Assistance Relationship Item
      • Guide Search Options
        • Edit Guide Search Options
        • Edit the Guided Assistance Button
      • How You Associate Answers to Guides
        • How You Find Guides Associated to Answers
        • How You Select a Guide from the Answer’s Guided Assistance Field
        • Associate an Answer with a Guide
    • Guided Assistance Functions in Workspace and Script Rules
    • How You Export and Import Guides
      • Export an Entire Guide
      • Export Part of a Guide
      • Import a Guide Definition File
  • Agent Scripts
    • Overview of Agent Scripts
    • Assign Scripts Permission in Profiles
    • Open the Scripts Explorer
    • Script Types
    • Script Designer
      • Create a Script
      • Copy a Script
      • Delete a Script
      • Edit a Script
    • Considerations for Removing Items from Scripts
      • Remove an Item from a Script
    • Place the Header on Script Pages
    • Navigation Panel Control Buttons
    • How Branches Work in Scripts
      • Add a Branch by Right-Clicking a Field or Control
      • Add a Branch Using the Add Branch Window
    • Modify Branches
    • Script Rules
      • Create a Script Rule
      • Modify Script Rules
      • How Events are Used in Workspace and Script Rules
        • Example: Using Named Events in Workspace Rules
        • Fire a Named Event in a Rule
        • Trigger a Rule When a Named Event is Fired
    • Preview a Script
    • Export a Script
    • Import a Script
  • Workspace and Script Elements
    • Overview of Workspace and Script Elements
    • Design Space Layout Options
      • Display or Hide Design Space Table Outlines
      • Change the Number of Table Rows and Columns Used by a Field or Control
    • Workspace and Script Fields
      • Workspace and Script Field Types
      • Required Fields for Workspace Types
      • Workspace and Script Custom Fields
      • Customer-Entered Fields
      • Linkable Field Types
    • How Fields Are Added to Workspaces and Scripts
      • Add a Field to a Workspace or Script
    • Move a Field on the Design Space
    • Remove a Field from the Design Space
    • Workspace and Script Controls
      • Relationship Items
      • Question Controls
      • Add a Control to the Design Space
      • Move a Control on the Design Space
      • Delete a Control from the Design Space
    • Workspace and Script Button and Image Controls
      • Add Content to Button Controls
      • Add an Image Control to a Workspace or Script
      • Client Workflow Images Explorer
    • Add Text with the Text Control
    • Workspace and Script List Box, Menu, Option, and Text Box Controls
      • Add and Edit Items for List Box, Menu, and Option Controls
      • Edit Items from the Edit Items Window
    • Default Reports Used on Standard Workspaces
    • How You Add Reports and Relationship Items to Custom Workspaces and Scripts
      • Add a Report to a Report Control or Change a Report on a Relationship Item
    • How You Select Search Reports
      • Select Primary and Secondary Search Reports for the Contacts Search Window
    • Report Properties
    • Filter Workspace Fields on a Workspace Report
    • Set a Time Limit for a Report Control
    • Workspace Panel Controls
    • Add a Script Control to the Design Space
    • Add a Table to the Design Space
    • Add Tabs to the Design Space
    • How You Move a Tab
    • Delete a Tab or Tab Set
    • Workspace and Script Browser Controls
      • Add a Browser to a Workspace or Script
    • Field and Control Properties
      • View Item Properties
      • Edit a Field or Control
      • How You Select Multiple Fields and Controls
      • Access Design Space Items Using the Ribbon
      • How You Access Design Properties from the Actions List
      • Custom Field Properties
      • Considerations for Using the Default Value Property
        • Enable the Default Value Property and Set a Default Value for a Field
      • How You Set Hidden, Required, and Read-Only Properties
        • Set the Read–Only Property
        • Considerations for Setting Hidden and Read-Only Properties for Required Fields
      • Design Property Descriptions
        • Selected Object Properties
        • Behavior Properties
        • Label Properties
        • Layout Properties
        • Options Properties
    • Ribbon and Quick Access Toolbar Buttons
    • How You Work with Ribbon and Quick Access Toolbar Buttons
      • Open the Ribbon Designer
      • Customize the Ribbon
      • Rename a Tab, Group, or Button
      • Move Tabs, Groups, Buttons, and Separators
      • Delete Tabs, Groups, Buttons, and Separators
      • Edit Ribbon Buttons
      • Set a Link to a URL on the Links Button
      • Set Information Options on the Info Button
      • Set Dialog Options for the Forward Button
      • Add or Remove Quick Access Toolbar Buttons
      • Restore Default Content on the Ribbon and Quick Access Toolbar
  • Desktop Workflows
    • Overview of Desktop Workflows
    • Desktop Workflow Design Canvas and Ribbon
    • Desktop Workflows Home Tab
    • Desktop Workflows Insert Tab
    • Desktop Workflows View Tab
      • Set Zoom Options
    • Desktop Workflows Contextual Tabs
      • Desktop Workflows Element Tools Tab
      • Desktop Workflows Path Tools Tab
    • Create a Desktop Workflow
    • How You Design a Flow Diagram
      • Create a Flow Diagram
    • Element Attributes
      • Edit Workspace Attributes
      • Edit Script Attributes
      • Decision Attributes
        • Define Decision Attributes
        • Define Conditions for a Yes/No Decision
        • Define Conditions Based on a Field with Multiple Possible Values
    • Edit Workflow Attributes
    • Best Practices for Editing Set Fields Attributes
      • Edit Set Fields Attributes
    • Edit Create Attributes
    • Load Attributes
      • Prompt Agents to Search for a Record to Load
      • Load a Specific Record
    • Edit Clear Attributes
    • Edit Change Attributes
    • Edit Copy Attributes
    • Save Attributes
    • Return Attributes
    • Connect an Element
    • How You Edit a Square or Curved Connector
    • Add a Connector Event
    • Add a Connector Condition
    • Add a Comment to a Workflow
    • Apply a Workflow Template
      • New vs. Edit Workflow Template
      • Add Task Workflow Template
      • Copy Incident Workflow Template
      • Create Contact Workflow Template
    • Workflow Validation
    • Preview a Workflow
    • Export a Workflow
    • Import a Workflow
    • Best Practices for Creating Desktop Workflows
• 4 Analytics
  • Overview of Analytics
  • Monitoring Report Usage
    • How to Monitor Report Usage
      • Configure Management Reports Permissions
      • Open a Report in the Report Management Component
    • Create a List of Reports
    • View the Expanded Report Audit Log
  • Analytics Explorers
    • Overview of the Analytics Explorers
      • Search for Analytics Items
      • Copy Analytics Content
      • Save an Item
      • How You Create Custom Folders
        • Create a Custom Folder
        • Rename a Custom Folder
    • Reports Explorer
    • Styles Explorer
      • Create a Style
      • Specify Style Options
    • Chart Styles Explorer
      • Create or Edit a Chart Style
    • Create a Color Scheme
    • Images Explorer
      • Add an Image
      • Replace an Image
    • Create a Text Field
    • How You Change Fonts and Colors
      • Change Font Attributes from the Font Tab
      • Change Colors
  • Creating Basic Custom Reports
    • Overview of Creating Basic Custom Reports
    • How to Plan a Basic Custom Report
    • Overview of Creating Custom Reports
      • Open the Report Designer
      • Add Output Columns to a Report
      • Add a Second Output Level to a Report
      • Add a Search Filter to a Report
      • Save a Custom Report
  • Custom Reports
    • Overview of Custom Reports
    • Overview of the Report Designer
      • Open the Report Designer
      • Import a Report from an XML File
      • Overview of Report Designer Views
        • Specify Report Views
    • Overview of Report Designer Components
      • Report Designer Ribbon
        • Report Designer Home Tab
        • Report Designer Display Tab
        • Report Designer Insert Tab
        • Report Designer Level Tab
        • Report Designer Page Setup Tab
        • Report Designer Design Tab
        • Report Designer Layout Tab
        • Report Designer Format Tab
        • Report Designer Options Tab
      • Report Design Surface
      • Overview of the Data Dictionary
        • View Database Information on the Report Designer
        • Customize the Data Dictionary
        • Move the Data Dictionary
      • Overview of Report Sections
        • Overview of Content on Report Output Levels
        • Overview of Search Parameters
        • Apply a Layout to an Output Level
        • Display and Hide a Report Section
        • Resize a Report Section
        • Change the Display of a Report Section
        • Enable Automatic Layout of a Report Section
        • Change the Layout of a Report Section
    • How to Add Images, Text Fields, and Descriptions
      • Add an Image to a Report Section
      • Use a Filter or Variable in the URL Field
      • Associate a URL with an Image
      • Add a Text Field to a Header or Footer
      • Edit a Text Field in a Report
      • Display a Filter Value in a Text Field
      • Specify an Anchor Style for an Image
      • Specify an Anchor Style for a Text Field
      • Display Output Descriptions
        • Add Text to Output Descriptions
      • Overview of Search Criteria Descriptions
        • Add Search Criteria Descriptions
        • Remove Search Criteria Descriptions
    • Overview of Report Output Columns
      • Database Fields
        • Database Field Suffixes
      • Variables
        • Add Report Variables
        • How to Use Variables in Columns
      • Computed Fields
        • Moving Average
        • Moving Total
        • Change the Number of Data Points
        • Percentage of Average
        • Percentage of Total
        • Running Average
        • Running Total
      • Functions for Reports
      • How You Use Report Columns
        • View the Column Right-Click Menu
        • Add a Column to a Report
        • Remove a Column from a Report
        • Move a Column in a Report
        • Add Calculations to a Report Column
        • Add a Comparison Value Column to a Report
          • Add a Comparison Percentage Column to a Report
          • Change Column Comparison Options
        • Add a Trend Value Column to a Report
          • Add a Trend Percentage Column to a Report
          • Change Trend Options
        • How You Edit Column Formatting
          • Edit Column Alignment Options
          • Edit Column Width Options
          • Edit Column Style Options
          • Edit Conditional Format Options
          • Edit Data Type Column Format Options
          • Add URL Links to a Column
          • Add Gauge Charts to a Column
          • Display External Images in a Report Column
      • Create a Data Exception
        • Order Data Exceptions
      • Set Record Row Limits and Page Breaks
    • Overview of Table Relationships in Reports
      • How to Change Table Relationships
        • Change Table Joins and Linked Fields
        • Change Table Ordering
        • Add Tables to a Report Manually
      • Overview of Table Joins
        • How to Specify Joins for Tables with Multiple Relationships
        • Specify Fields to Link Tables
        • Define Intermediate Table Joins
    • How to Add and Edit Charts
      • Add a Chart Manually
      • Add a Chart Using Chart Layouts
      • Add or Edit a Chart with the Chart Wizard
      • Chart Placement and Sizing
    • Overview of Report Filters
      • Create a Fixed or Runtime Selectable Filter
      • Change Menu Filter Options
      • Create a Level Filter
      • Create a Group Filter
      • Overview of Filter Operators
      • Edit a Logical Expression
      • Combine Runtime Selectable Filters
      • Add Variables or Runtime Filters to Docked Filters
      • Overview of the Search Window
        • Modify the Search Window
      • How to Create Join Filters
        • Create a Join Filter
    • Overview of Report Output Levels
      • Group Data in an Output Level
        • Change Data Grouping Order
      • Create an Additional Output Level
      • Configure Recursive Drill-Down Levels
    • Create a Custom Script in a Report
    • Overview of Linked Reports
      • How to Use Linked Reports
      • Create an Unconditional Report Link
      • Create a Conditional Report Link
      • Reorder a Conditional Link
      • Edit a Report Link
      • Remove a Report Link
      • Inline Aggregate Reporting
      • Configure Inline Aggregate Reporting
    • How to Enable Editing Records on Reports
      • Overview of Using Record Commands on Reports
        • Add Record Command Links to a Report
        • Specify the Record Commands to Display on a Report
        • Change Record Command Actions
      • Enable Inline Editing
    • Set Report Permissions
    • Change Report Properties
    • View a Report Audit Log
    • How to Review Report Performance
    • Troubleshoot Reports Using the Report Analyzer
  • Using Reports
    • Overview of Managing Reports on the Reports Explorer
    • How You View Reports
      • Open a Report from the Reports Explorer
      • View Data Using the Report or Layout View
      • View a Report Definition
      • Export a Report Definition to an XML File
      • Overview of the Report Ribbon
        • Report Home Tab
        • Report Display Tab
        • Report Page Setup Tab
        • Report Design Tab
        • Report Format Tab
      • Drilling Down in Reports
      • View Your Database Data Dictionary
    • How You Search in Reports
      • Search for Records in a Report
      • Overview of Unique Search Parameters
        • Filter Date Ranges
          • Define a Relative Date Range in a Filter
        • Date Grouping Output Variables
        • First Contact Resolution Rate
        • Incident Performance Intervals
        • Add the Incident Summary Thread Filter to a Report
      • Find Content in a Report
      • How You Use Cached Data in Reports
        • Agedatabase Utility Data Caching
        • Dataminer Utility Data Caching
    • Overview of Queuing Reports
      • Queue a Report or Dashboard Manually
      • Automatically Queuing Reports
        • How to Prevent Automatic Queuing
      • Why Reports Fail to Queue
      • How You View Reports in the Queue
      • How You Open Queued Reports
      • How You Use Queued Reports
    • Overview of Report Databases
      • How You Specify Which Database Reports Run On
        • Change Report Queuing and Data Source Options
      • How Queuing Works on the Report Database
    • How You Distribute Reports and Dashboards
      • Modifications Made to Distributed Reports
      • Print a Report
      • Preview a Report
      • Forward a Report
      • How You Publish Reports
        • Publish a Report Manually
      • Export Report and Dashboard Data
      • How You Schedule Reports
        • Schedule a Report
        • Add an Alert to a Schedule
      • Cache Reports and Dashboards at Scheduled Times
    • How You Change Report Formatting
      • Apply a Style to a Report
      • Display Data Using Record or Tabular Layouts
      • How You Change Report Display Options
        • Change Page Options
        • Change Data Display Options
        • Customize a Report Background
        • Add a Border to a Report
      • Show or Hide Report Sections
      • Show or Hide Data Exceptions
      • Change Report Magnification
      • Hide or Show Columns Using the Field Chooser
      • Hide or Show a Column Using Right-Click Options
      • How You Change Report Sort Order
        • Change Sort Order Using the Ribbon
        • Change Sort Order Using Column Headers
      • Enable Auto Filters
      • Add Page Breaks
      • How You Slice Report Data
        • Slice Report Data
        • Define a Slice Bucket
      • Define a Cross Tab Report
      • Define Rollups
      • Display Guided Assistance Information in Tree Format
      • How You Save Report Display Settings
        • Save Display and Data Settings for a Report
        • Reset Display and Data Settings
    • How You Edit Data on a Report
      • Edit an Individual Value Inline
      • Use Slicing to Edit Records
      • How You Edit Values in Multiple Rows
        • Edit Values in Multiple Rows Using the Ribbon
        • Edit Multiple Values Using Slicing
      • Save Edits Performed Inline
  • Dashboards
    • Overview of Dashboards
    • How You Create Dashboards
      • Open the Dashboard Designer
      • Overview of the Dashboard Designer Ribbon
        • Dashboard Designer Home Tab
        • Dashboard Designer Display Tab
        • Dashboard Designer Page Setup Tab
        • Dashboard Designer Text Field Tab
        • Dashboard Designer Options Tab
      • Overview of Dashboard Designer Components
        • Dashboard Design Surface
        • Dashboard Reports Explorer
      • Apply a Layout to a Dashboard
        • Consolidated Dashboard Layout
      • How You Place Content on Dashboards
        • How You Place Reports on Dashboards
          • Add a Report to a Dashboard
          • Remove a Report from a Dashboard
          • Replace a Report on the Dashboard
          • Open a Report for Editing from the Dashboard
        • How You Add Tabs to Dashboards
          • Add a Tab to a Dashboard
          • Change the Name of a Tab
        • How You Add Dashboard Descriptions
          • Add a Dashboard Description
          • Define the Description Location
        • How You Add Images and Text Fields to Dashboards
          • Overview of Dashboard Section Layouts
            • Enable Automatic Layout of a Dashboard Section
            • Change Table Layout Options
          • Add a Text Field to a Dashboard
          • Edit a Text Field on a Dashboard
          • Add an Image to a Dashboard
          • How You Move Images and Text Fields in Dashboards
        • How You Change Dashboard Properties
          • Edit Dashboard Options
          • How You Schedule Dashboards to be Sent
          • Set Dashboard Permissions
        • View the Dashboard Audit Log
        • How You Specify Dashboard Search Defaults
          • Set Dashboard Search Defaults
        • How You Customize Your Dashboard Display
          • Apply a Style to a Dashboard
          • Change Dashboard Display Options
          • How You Preview Dashboards
            • Display a Dashboard Using the Report or Design Views
    • How You Use Dashboards
      • Overview of the Dashboard Ribbon
        • Dashboard Tabs
        • Report Tabs
      • Display and Hide Dashboard Reports
      • How You Search Dashboard Reports
        • Search All Reports on a Dashboard
        • Search in a Single Report on a Dashboard
      • How You Queue Dashboards
        • Queue a Dashboard Manually
        • Automatically Queue a Dashboard
        • How You View Queued Dashboards
  • Configuration Settings that Impact Reports
    • Analytics Configuration Settings
      • Common Configuration Setting for Reports
      • RightNow Common Configuration Settings for Reports
      • RightNow User Interface Configuration Settings for Reports
      • Agedatabase Configuration Settings for Reports
  • Transactions Database Table
    • Overview of the Transactions Database Table
      • Transactions Database Table Field Descriptions
      • Transactions Database Table Transaction Types
      • Transactions Database Table Attribute and Description Fields
  • How to View the Database Data Dictionary
    • View Your Database Data Dictionary
• 5 Service
  • Incidents
    • Overview of Incidents
      • Incident Reports
      • Standard Incident Workspace
      • Incident Workspace Ribbon
      • Incident Record Tabs
    • Incident Creation
      • Fill Your Inbox
      • How You Edit Incidents
        • How Incidents are Evaluated by the Rules Engine
        • Incident Statuses
        • SLA Instance Field
          • Apply an SLA Instance to a Contact or Organization
          • Credit an Incident to an SLA Instance
        • Edit Key Incident Fields
        • Add Incident Information on the Details Tab
      • Incident Thread
        • Messages Tab Toolbar
        • WYSIWYG Toolbar
        • Add a Response to an Incident
        • Add a Customer Entry or Private Note to an Incident
      • Response Options
        • SmartAssistant Suggested Answers
          • Add SmartAssistant Suggested Answers
          • Mark an Answer as the Best Answer
          • Review and Accept Autotuner Recommendations
        • How You Search the Knowledge Base
        • Insert Standard Text from the Standard Text Window
        • Insert Standard Text Using a Keyboard Shortcut
        • Find Answers Using Guided Assistance
      • Add or Edit Contact Information
      • Add Time Billed to an Incident
        • Modify Time Billed Entries
      • Add or Edit a Task for an Incident
      • Edit an Organization Associated with an Incident
      • View Web Visit Information for an Incident
      • Incident Attachments Tab
      • Create an Opportunity from an Incident
      • How You Send Incident Responses
        • Send a Response to the Primary Contact
        • Send a Single Response to a Contact Associated with Multiple Addresses
        • Attach Files to an Incident Response
        • Select Additional Recipients for an Incident Response
        • Sign and Encrypt an Incident Response
        • View a Bounced Message
      • Cobrowse with a Customer from an Incident Workspace
      • Add an Incident
      • Incident Management
        • Propose an Answer from an Incident
        • Delete an Incident
        • Reassign or Re-Queue an Incident
        • Archived Incidents
          • Open the Archived Incidents Component
          • Perform a Basic Search for an Archived Incident
          • Perform an Advanced Search for an Archived Incident
          • View an Archived Incident
          • Delete an Archived Incident
          • Export Archived Incidents
      • Incident Thread Management
        • Incident Thread Masking
          • Configure Incident Thread Masking
          • Verify Changes to Incident Thread Masking in a Test Incident
        • Edit or Convert a Response Thread
      • Add or Edit an Incident Stopword
    • How You Configure Advanced Routing for Incidents
      • Assign the Skill Edit Permission in Profiles
      • Add Skills
      • Assign Skill Scores to a Staff Account
  • Answers
    • Overview of Answers
    • How to Seed Your Knowledge Base
      • Define a Process for Publishing and Reviewing Answers
      • Best Practices for Creating Effective Answers
      • How to Control Answer Visibility
      • What to Do When Answers Are Not Visible
    • Answer Ranking
      • Answer Ranking Through Solved Count
      • Solved Count Aging
    • Answer Management
      • Customer Feedback
      • Answer Review
      • Content Hole Identification
      • Answer Evaluation Using Analytics
      • Answer Link Checking Using Analytics
    • Process of Creating and Updating Answers
      • Answer Reports
      • Answer Workspace
      • Answer Ribbon
      • Answer Record Tabs
      • Answer Tasks Tab Toolbar
    • Add an Answer
      • HTML Editor for Answers
      • Add an HTML Answer in Design Mode
      • Add an HTML Answer in Source Mode
      • Add a URL Answer
      • Add a File Attachment Answer
    • Edit an Answer
      • Associate Products and Categories to an Answer
      • Add or Edit a Task for an Answer
      • Add Answer Details
      • Insert a Hyperlink
        • Add or Remove Hyperlink Underlines
      • Insert an Image
      • Insert a Table
      • Insert an Answer Link
      • Insert an Anchor
      • Insert a Variable into an Answer
      • Associate an Answer with Multiple Access Levels
      • Insert a Conditional Section
      • Modify Conditional Sections
      • Append Answer Content
      • Preview an Answer
      • Use the End-User Cascading Style Sheet in Answer Previews
      • Validate Links in an Answer
      • Edit a Related Answer
      • Merge Similar Answers
    • Delete an Answer
    • Answer Versioning
      • Versioned Answer Fields
      • Nonversioned Associated Objects and Answer Fields
      • Create an Answer Workspace for Answer Versioning
      • Create a New Answer Version
      • Create a New Answer Version from a Historical Version
      • Compare Answer Versions
      • Delete an Answer Version
      • Audit an Answer Version
      • Find the Live Answer Version For a Specific Date
    • Answer Relationships
      • Sibling Answers
      • Move an Answer to a Sibling Set
      • Remove an Answer from a Sibling Set
      • Manually Related Answers
      • Learned Links
    • Other Answer Actions
  • Content Library
    • Overview of Content Library
      • Add or Edit Standard Text
      • Add or Edit a Variable
  • Service Level Agreements
    • Overview of Service Level Agreements
      • Add or Edit a Holiday
      • Define Default Response Requirements
      • Resolution Due Calculations
        • Create the Incident Milestones Report
        • Add the Incident Milestones Report to a Custom Incident Workspace
      • How You Set Up SLAs
        • Create an SLA
        • Add Custom Response Requirements to an SLA
        • How You Issue SLAs Automatically
        • How You Issue SLAs Manually
      • How You Maintain SLAs
        • SLA Reporting
        • Edit an SLA
        • View Disabled SLA Instances
      • Examples of SLAs
        • Add a 30-Day SLA
        • Add a Grace Period SLA
        • Add a Premium SLA
• 6 Customer Portal
• 7 Chat Configuration
  • Overview of Chat
  • Additional Chat Configuration Options
  • Chat Audit Report
  • Chat Customer Reconnect
  • Chat Data Purging
  • Chat for Agents
  • Chat for Customers
  • Chat for Supervisors
  • Chat: Overview
  • How You Configure Chat for Supervisors and Agents
    • Add or Edit a Chat Session Queue
    • Add or Edit a Chat Agent Status
    • Chat Reporting
      • Real-Time Reports
      • Chat Audit Report
      • Add a Real-Time Chat Report to a Navigation Set
    • Add Chat Permissions to a Profile
    • Standard Chat Workspace
    • Additional Chat Configuration Options
      • Service Level Requirements for Chat
      • Agent and System Service Level Statistics
      • Standard Responses and URLs for Chat Sessions
      • How You Configure Pulling Chats from the Wait Queue
      • How You Create Incidents from Chat Sessions
        • Configure Incident Creation and Editing for Chat
      • How You Configure the Preliminary Screen Pop
      • Enable Sneak Preview
      • Feedback for Chat
      • Guided Assistance for Chat
      • Chat Presence Management
      • Proactive Chat
      • Chat Data Purging
      • How You Configure Advanced Routing for Chat
        • Assign the Skill Edit Permission in Profiles
        • Add Skills
        • Assign Skill Scores to a Staff Account
      • Assign Engagement Engine Rules Permissions in Profiles
      • Access the Engagement Engine Rules Editor
      • Visitor Browser History
  • How You Configure Chat for Customers
    • The Live Help Page
      • Set Chat Hours
    • Chat Page Configuration
    • How You Configure Virtual Assistant
      • Add Virtual Assistant Edit Permissions to a Profile
      • Add the Virtual Assistant Editor to a Navigation Set
      • Create a Virtual Assistant Profile, Account, and Queue
      • Route Chats to Virtual Assistant
• 8 Chat
  • Chat for Agents, Supervisors, and Customers
  • Chat for Agents
    • Live Media Bar
    • Log in to Chat
    • Change Your Chat Options
    • Chat Sessions Workspace
      • Chat Ribbon
      • Chat Session Workspace Tabs
    • Chat with a Customer
    • Email Address Sharing in Chat
    • Agent Chat Tools
      • View Incidents Submitted by a Customer
      • Search for a Contact Record
      • Access SmartAssistant Suggested Answers
      • How You Search the Knowledge Base
      • Insert Standard Text
      • Transfer a Chat to Another Agent
      • Conference Another Agent into Your Chat
      • Access Guided Assistance During a Chat Session
      • Cobrowse with a Customer
    • Wrap Up and Terminate a Chat Session
  • Chat for Supervisors
    • Monitor a Chat Session
  • Chat for Customers
    • Chat with an Agent
    • Chat Customer Reconnect
• 9 Co-browse
  • Overview of Co-browse
  • Admin Console
  • Configure Co-browse on an Incident Workspace
    • Add the CoBrowsePremium Widget
  • Configure Co-browse on a Chat Workspace
  • Add Co-browse Permissions to a Profile
  • Co-browse Session Reporting
• 10 Outreach and Feedback
  • Explorers
    • Overview of Explorers
    • Find a Document
    • Edit an Item
    • Copy an Item
    • Delete an Item
    • Automatically Generated Folders
  • Audiences
    • Overview of Audiences
    • Add a Contact List
      • How Contact Lists Work
        • Add a Contact to the Contact List
        • Create a Contact and Add It to the Contact List
        • Search the Contact List
    • Create a Segment
      • How Segment Filters Work
        • Add Filters to a Segment
          • Functions for Segments
          • Filter Operators for Segments
        • Edit a Logical Expression
        • Edit the Data Set
          • Create Outer Join Filters
        • Create a Group Filter
        • Preview a Segment
        • Analyze a Segment
        • Export a Segment
        • Import a Segment
        • Example of Creating a Segment
        • How You Improve Conversion Rates
    • Contact Opt-In Management
      • Exclude Contacts Based on a Custom Opt-In Field
      • Contact Opt-Out Tracking
  • Content Library
    • Overview of Content Library
    • Create a Document
      • Create an HTML Document
      • Create Text Content in Documents
      • How Documents Work
        • View Click-Through Results
        • Add a Note to a Document, Mailing, or Survey
        • Add a Task to a Document
    • How Templates Work
      • Create a Template
    • How Snippets Work
      • Create a Snippet
      • Create a Text Snippet
    • Add a Tracked Link
    • Add a File
    • How the HTML Editor Works
      • How You Add HTML in Design Mode
      • Links and Dynamic Content Elements
      • Add HTML in Source Mode
        • How You Can Use Dynamic Content
      • How You Create and Edit Text-Only Messages
      • Preview Content
    • Prefill Web Form Fields
      • How You Append Field Parameters
      • Web Form and Survey Security
  • External Supression List
    • Overview of the External Suppression List
      • Create or Edit an External Suppression List
      • Search the External Suppression List
      • Download the External Suppression List
  • Outreach Mailings
    • Overview of Mailings
    • How Mailings Work
      • Mailing Delivery Statuses
      • Mailing Management
        • Change the Mailing Method
        • Add a Note to a Document, Mailing, or Survey
        • Add a Task to a Mailing
    • Create a Broadcast Mailing
      • Define the Broadcast Mailing Audience
        • Frequency and Recency Limits
        • View Audience Count Details in Mailings
      • Create a Message in Broadcast Mailings
        • Customize the Mailing Message Header
        • Best Practices for Using Branded Email Domains
        • Insert Existing Content
        • Upload HTML Content
        • Convert HTML Content
      • Activate Market Testing in Broadcast Mailings
        • Create Messages in Even Split Mode
        • Create Messages in Random Sampling Mode
      • Send a Proof
        • Accept or Reject a Proof Email
        • Proof Results
      • Access Broadcast Mailing Delivery Options
        • Send a Broadcast Mailing
        • Schedule a Broadcast Mailing
        • Add or Edit a Recurring Schedule for a Broadcast Mailing
        • Suspend a Broadcast Mailing
        • Cancel a Broadcast Mailing
      • View Mailing Results
        • Customize the Mailing Report List
    • Create a Transactional Mailing
      • Define the Transactional Mailing Audience
      • How Messages Work in Transactional Mailings
      • Activate Market Testing in Transactional Mailings
      • Access Transactional Delivery Options for Mailings
        • Launch a Transactional Mailing
        • Suspend a Transactional Mailing
        • Cancel a Transactional Mailing
    • Add a Custom Tab to Mailings
    • CAN-SPAM Compliance
      • Check Compliance from the Message Tab
      • Check Compliance from the Delivery Tab
  • Outreach Campaigns
    • Overview of Campaigns
      • Campaign Design Ribbon Home Tab
      • Campaign Design Ribbon Insert Tab
      • Campaign Design Ribbon View Tab
        • Set Canvas Options
        • Set Zoom Options
      • Campaign and Survey Element Tools Tab
      • Campaign and Survey Path Tools Tab
    • Create a Campaign
      • Create a Campaign Flow Diagram
        • Connectors in Campaigns
          • Connect an Element
          • Connect to a Different Element
          • Edit a Square or Curved Connector
          • Delete a Connector
        • Edit Serve Web Page Attributes
        • Edit Broadcast Mailing Attributes
        • Edit Scheduled Entry Point Attributes
        • Edit Entry Point Attributes
        • Edit Add to List Attributes
        • Edit Transactional Mailing Attributes
        • Edit Set Field Attributes
        • Relative Field Values
        • Edit Opportunity Attributes
        • Edit Notification Attributes
        • Edit Redirect to URL Attributes
        • Edit Transactional Survey Attributes
        • Edit Execute Object Event Handler Attributes
        • Edit Lead Attributes
        • Edit Incident Attributes
        • Add a Comment
        • Edit Case Statement Attributes
        • Edit Decision Attributes
        • Edit External Event Attributes
      • Choose an Existing Design
      • Campaign Validation
      • Launch or Suspend a Campaign
      • View Campaign Results
    • Campaign Management
      • Set Campaign Details
      • Add a Task to a Campaign
    • Apply a Campaign Template
      • Ad Conversion
      • Email Promotion
      • Event Registration
      • Information Request
      • Subscription Management
    • Customize Outreach and Feedback Configuration Settings
  • Feedback Questions
    • Overview of Questions
      • Best Practices for Writing Effective Questions
      • How Questions Work
      • Create a Text Question
      • Create a Choice Question
      • Create a Matrix Question
        • Best Practices for Using Matrix Questions in Mobile Surveys
  • Feedback Surveys
    • Overview of Surveys
    • Create a Survey
      • Survey Delivery Statuses
    • Survey Management
      • Change the Invitation Method of a Survey
      • Deactivate a Survey
      • Add a Note to a Document, Mailing, or Survey
      • Add a Task to a Survey
      • Survey Expiration Settings
        • Set an Absolute Expiration Date
        • Set a Relative Expiration Date
        • Set Expiration Based on Maximum Number of Responses
        • Customize the Expiration Message
    • Survey Reminders
      • Add a Survey Reminder
      • Best Practices for Creating Effective Survey Reminders
    • Mobile Surveys
      • Preview Your Survey for Mobile
      • How You Customize Surveys for Use on Mobile Devices
      • Best Practices for Mobile Surveys
    • Proxy Surveys
    • Create a Broadcast Survey
      • Define the Broadcast Survey Audience
      • View Audience Count Details in Surveys
      • Create an Invitation Message in Broadcast Surveys
        • Customize the Survey Invitation Message Header
        • Insert Existing Content
        • Upload HTML Content
        • Convert HTML Content
      • Activate Market Testing in Broadcast Surveys
        • Create Messages in Even Split Mode
        • Create Messages in Random Sampling Mode
      • Send a Proof
        • Accept or Reject a Proof Email
        • Proof Results
      • Access Broadcast Survey Delivery Options
        • Send a Broadcast Survey
        • Schedule a Broadcast Survey
        • Add or Edit a Recurring Broadcast Survey Schedule
        • Suspend a Broadcast Survey
        • Cancel a Broadcast Survey Invitation Message
      • View Survey Results
        • Customize the Survey Report List
        • How You Track Transactional Survey Results by Agent
        • Exclude or Include a Survey Response
      • Topic Monitoring
        • Cluster Text Responses
        • Edit Themes
          • Add Custom Themes
          • Import Themes
          • Edit a Theme
          • Include a Suggested Theme
        • Add Stopwords
        • Best Practices for Topic Monitoring
    • Create a Transactional Survey
      • Define the Transactional Survey Audience
      • How Invitation Messages Work in Transactional Surveys
      • Activate Market Testing in Transactional Surveys
      • Access Transactional Delivery Options for Surveys
        • Launch a Transactional Survey
        • Suspend a Transactional Survey
        • Cancel a Transactional Survey Invitation Message
    • Create a Website Link Survey
    • Polling Surveys
      • Create a Polling Survey
      • HTML Properties in Polling Surveys
    • Create a Questionnaire in Basic Mode
      • Basic Mode Survey Ribbon
      • Add a Question to a Survey
      • Set the Page Title
      • Organize Questionnaire Pages
      • Apply a Survey Template
      • Set Survey Options
      • Set End of Survey Options
      • Add an Action with the Survey Final Action Wizard
    • Create a Questionnaire in Advanced Mode
      • Advanced Mode Survey Ribbon
        • Advanced Survey Designer Home Tab
          • Set Survey Options in Advanced Mode
        • Advanced Survey Designer View Tab
          • Set Canvas Options
          • Set Zoom Options
        • Campaign and Survey Element Tools Tab
        • Campaign and Survey Path Tools Tab
      • Design an Advanced Survey Flow Diagram
        • Connectors in Surveys
          • Connect an Element
          • Connect to a Different Element
          • Edit a Square or Curved Connector
          • Delete a Connector
      • How You Edit Element Attributes
        • Edit a Survey Page
        • Modify Buttons
        • Edit Serve Web Page Attributes
          • Add a Back Button to a Serve Web Page
        • Edit Decision Attributes
        • Edit Case Statement Attributes
        • Edit Notification Attributes
        • Edit Redirect to URL Attributes
        • Edit Incident Attributes
        • Edit Opportunity Attributes
        • Edit Lead Attributes
        • Edit Add to List Attributes
        • Edit Set Field Attributes
        • Relative Field Values
        • Edit Execute Object Event Handler Attributes
        • Edit Transactional Mailing Attributes
        • Edit Transactional Survey Attributes
        • Edit External Event Attributes
      • Add a Comment
      • Survey Validation
    • CAN-SPAM Compliance
      • Check Compliance from the Invitation Message Tab
      • Check Compliance from the Delivery Tab
    • Survey Session Recovery
    • Customize Feedback Configuration Settings
  • Best Practices for Mailings, Surveys, and Campaigns
• 11 Opportunity Tracking
  • Opportunities
    • Overview of Opportunities
      • Opportunity Reports
      • Standard Workspace for Opportunities
      • Opportunity Ribbon
      • Key Opportunity Fields
      • Opportunity Record Tabs
    • How You Work with Opportunities
      • Opportunity Statuses
      • How You Work with Leads
        • Accept a Lead
        • Reject a Lead
      • How You Use Sales Strategies
      • Forecast an Opportunity
      • Edit Key Opportunity Fields
      • Edit Details Tab Information
      • Contacts Tab Toolbar
      • Add or Edit Contact Information
      • Add or Edit a Note for an Opportunity
      • View Contact and Organization Notes While Editing an Opportunity
      • Tasks Tab Toolbar
      • Add or Edit a Task for an Opportunity
      • Add an Opportunity
      • Close an Opportunity
      • Delete an Opportunity
    • Other Opportunity Actions
  • Sales Process
    • How You Work with Strategies
      • Add or Edit a Strategy
      • Add or Edit a Stage Task
    • Add or Edit a Sales Period
      • Add or Edit a Sales Quota to Sales Periods
    • Add or Edit a Territory or Subterritory
  • Quote Templates
    • How You Work with Quote Templates
      • Add or Edit a Quote Template
  • Quotes
    • How You Prepare Quotes
    • Quotes Toolbar
    • Add a Quote to an Opportunity
      • Quote Product Editor
    • Sales Products and Quotes
      • Add a Sales Product to a Quote
    • Merge Opportunity and Quote Data into a Quote Template
    • Send a Quote to a Customer
    • How You Manage Quotes
      • Edit a Quote
      • Copy a Quote
      • Delete a Quote
      • Print a Quote
      • Quote Audit Log
• 12 Security Practices
  • Overview of Oracle B2C Service Security and Compliance
  • Network and Hosting Infrastructure
  • How You Develop a Security Plan
  • Administration Interface Configuration
  • How You Use Role Access to Define Permissions
  • Email Security
  • Abuse-Detection Security
  • Overview of Security-Related Configuration Settings
    • Site Protection
    • Clickjacking Protection
    • Cross-Site Request Forgery
    • Redirect Security
    • Session-Data Security
    • Password Protection
    • How You Configure Staff-Member Passwords
    • How You Secure Customer Passwords
    • How You Recover Forgotten Passwords
    • How You Enforce Password Requirements
    • File-Attachment Security
    • Chat Security
    • Server Protection
    • Chat API Protection
    • External-Queue Security
    • Self Service for Facebook Authentication
    • Twitter Security
    • Open Login Credentials for Social Accounts
  • Security Level
  • Security Significance
• 13