Oracle Accessibility Conformance Report

VPAT® Version 2.3 - April 2019

Name of Product:

Oracle Service Cloud Customer Portal 11.13.24.01.0

Product Description:

The Oracle Service Cloud Customer Portal Cloud Service is a reference implementation, extensible framework and associated development tools for building out engaging, extensible, robust and high performance web customer service (web self-service and web assisted service) experiences for B2B and B2C (and variant) customer service interactions.

End-User interfaces are web pages built in a combination of PHP, XHTML, CSS and Javascript/AJAX. 

Date:

27-Oct-2023

Contact Information:

accessible_ww@oracle.com

Notes:

For the best magnification experience, Oracle recommends using the zoom functionality of Firefox.

Evaluation Methods Used:

Oracle's policy is to design, develop and test both products and documentation to be accessible. The recommended styles of testing for accessibility include: (i) algorithmic automated tests, (ii) human judgement tests such as tool-assisted tests, visual inspection and manual operation, and (iii) testing with assistive technology by people with and without disabilities. Additional information about Oracle's accessibility program is available on http://www.oracle.com/corporate/accessibility/index.html

Accessibility Standards/Guidelines

This report covers the degree of conformance for the following accessibility standard/guideline:

Standard/GuidelineIncluded In Report
Web Content Accessibility Guidelines 2.1Level A - Yes
Level AA - Yes
Level AAA - No
Revised Section 508 standards published January 18, 2017 and corrected January 22, 2018Yes

Terms

The terms used in the Conformance Level information are defined as follows:

Supports
The functionality of the product has at least one method that meets the criteria without known defects or meets with equivalent facilitation.
Partially Supports
Some functionality of the product does not meet the criteria.
Does Not Support
Majority of functionality of the product does not meet the criteria.
Not Applicable
The criteria are not relevant to the product.

WCAG 2.1 Report

Table 1 also documents conformance with:

  • Section 508: Chapter 5 - 501.1 Scope, 504.2 Content Creation or Editing, and Chapter 6 - 602.3 Electronic Support Documentation

Note: When reporting on conformance with the WCAG 2.1 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.1 Conformance Requirements.

Table 1: WCAG Conformance Criteria

Criteria
Conformance Level
Remarks and Explanations
1.1.1 Non-text Content (Level A)Supports

The product and documentation were tested for:

  • Images that convey information have meaningful alternative text using ALT and if necessary, LONGDESC
  • Images that are decorative are marked up using ALT=”” or CSS background images
  • Data shown in dynamically generated images such as charts is also available in an alternative textual form (e.g. a data table).
  • Data tables specify SUMMARY or CAPTION
  • Titles for Pages, Objects and Applets are provided.
  • CAPTCHA elements convey information that have meaningful alternative text using ALT.
1.2.1 Audio-only and Video-only (Prerecorded) (Level A)Not ApplicableThe product has no multimedia.
1.2.2 Captions (Prerecorded) (Level A)Not ApplicableThe product has no multimedia.
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)Not ApplicableThe product has no multimedia.
1.2.4 Captions (Live) (Level AA)Not ApplicableThe product has no multimedia.
1.2.5 Audio Description (Prerecorded) (Level AA)Not ApplicableThe product has no multimedia.
1.3.1 Info and Relationships (Level A)Partially Supports

The product and documentation were tested for:

  • User interface component labels are associated with the fields they are labeling
  • Headings are encoded with HTML heading tags
  • List markup is used for marking up lists
  • Table markup is used for marking up tables, including row and column headers and table caption/summaries where appropriate
  • Data tables specify SUMMARY or CAPTION
  • Layout tables use appropriate markup
  • Style sheets are used only to change the layout and presentation on the screen

Exceptions:

  • Bug 32651114: The input boxes (From and To) to select a date range in the Filters of the Moderation dashboards pop up is missing labels
  • Bug 34087711: In a disconnected chat, the following text is formatted incorrectly and should be hidden so that the screen reader does not read element on chat landing dialog:: "Type your message here, then click Send or press"
  • Bug 34087712: In a connected chat, the following text is formatted incorrectly and should be hidden so that the screen reader does not read element on chat landing dialog: "Status"
1.3.2 Meaningful Sequence(Level A)Supports

The product and documentation were tested for:

  • The sequence of elements in the DOM matches a logical reading sequence
1.3.3 Sensory Characteristics(Level A)Supports

The product and documentation were tested for:

  • Instructions provided do not refer to things solely based on their sensory characteristics such as shape, size, visual location, orientation, color, or sound
  • Instructions provided which refer to graphics included a reference the text alternative of the graphic
1.3.4 Orientation (Level AA)Supports

The product and documentation were tested for:

  • Text is displayed in both device orientations without loss of functionality or visibility of the text.
1.3.5 Identify Input Purpose (Level AA)Supports

The product and documentation were tested for:

  • Text fields which collect information about the user contain the appropriate autocomplete content attribute.
1.4.1 Use of Color(Level A)Supports

The product and documentation were tested for:

  • Information conveyed by color or font styles is available in alternative formats, such as shape and text.
  • Information conveyed by color has a contrast ratio of at least 3:1
1.4.2 Audio Control(Level A)Not ApplicableThe product has no multimedia.
1.4.3 Contrast (Minimum) (Level AA)Supports

The product and documentation were tested for:

  • Large-scale text and images of large-scale text have a contrast ratio of at least 3:1
  • All other text and images of text have a contrast ratio of at least 4.5:1
  • Colors can be set by altering the associated style sheet.
1.4.4 Resize text(Level AA)Supports

The product and documentation were tested for:

  • Text can be resized up to 200% without loss of content or functionality
1.4.5 Images of Text(Level AA)Supports

The product and documentation were tested for:

  • Images that convey information have meaningful alternative text
1.4.10 Reflow (Level AA)Supports

The product and documentation were tested for:

  • Text information reflows so that only one direction of scrolling is required while at 400% zoom.
  • An alternative mobile user interface is available and is accessed from the main application.
  • Content that requires two-dimensional layout only presents scroll bars in the component used to present the two-dimensional content.
1.4.11 Non-text Contrast (Level AA)Supports

This product and documentation were tested for: 

  • Non-text items have a contrast ratio of at least 3:1
1.4.12 Text Spacing (Level AA)Supports

The product and documentation was tested for:

  • When the following attributes and no others are modified there is no loss in functionality or content:
    • Line height (line spacing) to at least 1.5 times the font size
    • Spacing following paragraphs to at least 2 times the font size
    • Letter spacing (tracking) to at least 0.12 times the font size
    • Word spacing to at least 0.16 times the font size
1.4.13 Content on Hover or Focus (Level AA)Supports

The product and documentation was tested for:

  • Dismissable: The content can be dismissed without moving the pointer or keyboard focus
  • Hoverable: When pointer hover triggers additional content, the pointer can be moved over the additional content without the additional content disappearing
  • Persistent: The additional content remains visible until the hover or focus trigger is removed, the user dismisses it, or its information is no longer valid.
2.1.1 Keyboard(Level A)Supports

This product and documentation were tested for:

  • Ability to perform functions from the keyboard only
  • Logical movement of focus through the controls
  • Proper operation of unique keystrokes and access keys, including those listed in the product documentation
  • The ability to use the product with OS keyboard aids: StickyKeys and FilterKeys (feature names may be different on different platforms)
2.1.2 No Keyboard Trap (Level A)Supports

This product and documentation were tested for:

  • Movement of focus through each control only using the keyboard, with no "keyboard trap" that prevents the focus from moving away from any control.
2.1.4 Character Key Shortcuts (Level A)Not Applicable

The product and documentation was tested for:

  • There are no single-character keyboard shortcuts.
2.2.1 Timing Adjustable(Level A)Supports

The product and documentation were tested for:

  • Content that automatically updates, or time limits, can be adjusted by the user.
2.2.2 Pause, Stop, Hide (Level A)Not Applicable

The product and documentation was tested for:

  • There is no moving, blinking, or scrolling information. 
2.3.1 Three Flashes or Below Threshold(Level A)Supports

The product and documentation were tested for:

  • No portion of the screen flickers or flashes with a frequency between 2 Hz and 55 Hz.
2.4.1 Bypass Blocks(Level A)Supports

The product and documentation were tested for:

  • A ‘Skip to Main Content’ link is provided to skip repetitive navigation links at the top of the page.
  • Structure and hierarchy is marked up with Header elements
2.4.2 Page Titled(Level A)Supports

The product and documentation were tested for:

  • Pages have a meaningful title specified in the TITLE element
2.4.3 Focus Order(Level A)Partially Supports

The product and documentation was tested for:

  • Logical movement through the focusable components using only the keyboard, in an order that follows a meaningful sequence.

Exception:

  • Bug 34113136: User name menu first link not focused on first down arrow key press on some browsers
2.4.4 Link Purpose (In Context)(Level A)Supports

The product and documentation were tested for:

  • The text of links and their surrounding paragraph, list, or table cell (with marked up table headers) is sufficient to describe their purpose
2.4.5 Multiple Ways(Level AA)Supports

The product and documentation were tested for:

  • Pages are fully inter-linked to each other
  • Page contains controls that enable reaching all pages
2.4.6 Headings and Labels(Level AA)Supports

The product and documentation were tested for:

  • Headers describe the topic or purpose of the content below them
  • Labels describe the purpose of the associated field
2.4.7 Focus Visible(Level AA)Supports

The product and documentation were tested for:

  • Visual indication of the location of the focus
2.5.1 Pointer Gestures (Level A)Not Applicable

The product was tested for:

  • There are no multipoint or path-based gesture actions.
2.5.2 Pointer Cancellation (Level A)Supports

The product was tested for:

  • When an operation uses a single pointer, completion of the function is on the up-event, and a mechanism is available to abort the function before completion or undo the function after completion
2.5.3 Label in Name (Level A)Supports

The product and documentation were tested for: 

  • User interface components that include text or images of text and have a label have a name that contains the text that is presented visually.
2.5.4 Motion Actuation (Level A)Not Applicable

The product was tested for:

  • There are no functions that require motion of the device.
3.1.1 Language of Page(Level A)Supports

The product and documentation were tested for:

  • Properly set lang attribute for each page
3.1.2 Language of Parts(Level AA)Supports

The product and documentation were tested for:

  • Proper use of lang attribute for text passages that are in a different language than that of the page
3.2.1 On Focus(Level A)Supports

The product and documentation were tested for:

  • Ability to perform functions from the keyboard only
  • Logical movement of focus through the controls
  • Proper operation of unique keystrokes and access keys, including those listed in the product documentation
3.2.2 On Input(Level A)Supports

The product and documentation were tested for:

  • Changes in the value of user interface components does not result in a substantial change to the page, an additional change of keyboard focus, or the spawning of a pop-up window
3.2.3 Consistent Navigation(Level AA)Supports

The product and documentation were tested for:

  • Pages that are grouped together into sets with a common navigation mechanism utilize that navigation mechanism in the same fashion, with navigation elements appearing in the same relative order each time
3.2.4 Consistent Identification(Level AA)Supports

The product and documentation were tested for:

  • Images and controls are used and identified consistently throughout the product
3.3.1 Error Identification(Level A)Supports

The product was tested for:

  • When input errors are detected, they are described to the user in text, including identifying the item where the error occurred

The documentation was tested for:

  • Content does not require user input
3.3.2 Labels or Instructions (Level A)Partially Supports

The product and documentation were tested for:

  • Labels or instructions are provided when the product requires user input

Exceptions:

  • Bug 32651114: The input boxes (From and To) to select a date range in the Filters of the Moderation dashboards pop up is missing labels

3.3.3 Error Suggestion (Level AA)Supports

The product and documentation were tested for:

  • Where suggestions for fixing an input error are known, they are provided to the user

 The documentation was tested for:

  • Content does not require user input
3.3.4 Error Prevention (Legal, Financial, Data)(Level AA)Supports

The product was tested for:

  • Data is checked for input errors with an opportunity for the user to correct them
  • Data can be reviewed, corrected, and confirmed by the user before they are finalized

The documentation was tested for:

  • The documentation does not require user input that modifies user controllable data.
4.1.1 Parsing(Level A)Supports

The product and documentation were tested for:

  • Elements in HTML content have complete start and end tags, are properly nested, do not contain duplicate attributes, and have unique IDs
  • Pages validate to the HTML specification
4.1.2 Name, Role, Value (Level A)Supports

The product and documentation were tested for:

  • HTML controls have a programmatically associated name, derived from the appropriate HTML elements and attributes including LABEL, TITLE, SUMMARY, CAPTION, etc.
  • Additional state information is programmatically exposed for HTML controls, such as whether a field is ‘required’.
  • FRAMES and iFRAMES are titled with meaningful text
4.1.3 Status Messages (Level AA)Supports

The product and documentation were tested for:

  • Status messages have role or properties set so information is conveyed to assistive technology without the component receiving focus.

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2018 Section 508 Report

Chapter 3: Functional Performance Criteria (FPC)

Criteria
Conformance Level
Remarks and Explanations
302.1 Without VisionNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.2 With Limited VisionNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.3 Without Perception of ColorNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.4 Without HearingNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.5 With Limited HearingNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.6 Without SpeechNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.7 With Limited ManipulationNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.8 With Limited Reach and StrengthNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.9 With Limited Language, Cognitive, and Learning AbilitiesNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.

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Chapter 4: Hardware

These criteria are all Not Applicable because the product is not Hardware

Chapter 5: Software

Criteria
Conformance Level
Remarks and Explanations
501.1 Scope - Incorporation of WCAG 2.0 AASupportsSee the responses in the WCAG 2.0 section of this report.
 502 Interoperability with Assistive TechnologyHeading cell - no response requiredHeading cell - no response required
502.2.1 User Control of Accessibility FeaturesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.2.2 No Disruption of Accessibility FeaturesNot ApplicableThe product is designed to be isolated from the underlying platform.
 502.3 Accessibility ServicesHeading cell - no response requiredHeading cell - no response required
502.3.1 Object InformationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.2 Modification of Object InformationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.3 Row, Column, and HeadersNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.4 ValuesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.5 Modification of ValuesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.6 Label RelationshipsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.7 Hierarchical RelationshipsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.8 TextNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.9 Modification of TextNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.10 List of ActionsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.11 Actions on ObjectsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.12 Focus CursorNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.13 Modification of Focus CursorNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.14 Event NotificationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.4 Platform Accessibility FeaturesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
 503 ApplicationsHeading cell - no response requiredHeading cell - no response required
503.2 User PreferencesNot ApplicableThe product is designed to be isolated from the underlying platform.
503.3 Alternative User InterfacesNot ApplicableThe product does not have assistive technology features.
 503.4 User Controls for Captions and Audio DescriptionHeading cell - no response requiredHeading cell - no response required
503.4.1 Caption ControlsNot ApplicableThe product has no multimedia.
503.4.2 Audio Description ControlsNot ApplicableThe product has no multimedia.
 504 Authoring ToolsHeading cell - no response requiredHeading cell - no response required
504.2 Content Creation or EditingSupports

The product and documentation were tested for:

  • The authoring tool provides a mode of operation to create or edit content that conforms to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 for all supported features and, as applicable, to file formats supported by the authoring tool.
  • The authoring tool permits authors the option of overriding information required for accessibility.
504.2.1 Preservation of Information Provided for Accessibility in Format ConversionNot Applicable

Customer portal does not contain functionality to convert from one format type to another.

504.2.2 PDF ExportNot Applicable

Customer portal does not provide capabilities to export or save any content in pdf format.

504.3 PromptsNot Supported
  • Bug 35922845: Customer Portal Social community page editors do not support prompting to make content accessible
504.4 TemplatesNot Applicable

The use of the product editor is for users to format content, and does not provide any capabilities for the user to select a template.

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Chapter 6: Support Documentation and Services

Criteria
Conformance Level
Remarks and Explanations
 602 Support DocumentationHeading cell - no response requiredHeading cell - no response required
602.2 Accessibility and Compatibility FeaturesSupports

The product documentation describes:

  • accessibility modes, either at installation or runtime
  • special keystrokes needed to operate controls
  • workarounds

Accessibility-related documentation can be found in the Accessibility Chapter of Oracle Applications Cloud Using Common Features.

602.3 Scope - Incorporation of WCAG 2.0 AASupportsSee the responses in the WCAG 2.0 section of this report.
602.4 Alternate Formats for Non-Electronic Support DocumentationNot Applicable

Product documentation is in electronic format.

 603 Support ServicesHeading cell - no response requiredHeading cell - no response required
603.2 Information on Accessibility and Compatibility FeaturesSupports

Oracle Service Cloud Support can provide information about accessibility features of the product.

603.3 Accommodation of Communication NeedsSupports

Oracle customers have access to electronic support through http://cx.rightnow.com or by calling Oracle Service Cloud Technical Support at 1.800.806.6592.  Hearing-impaired customers in the U.S. who wish to speak to an Oracle Support Representative may use a telecommunications relay service (TRS).  Information about the TRS is available at http://www.fcc.gov/cgb/consumerfacts/trs.html, and a list of telephone numbers is available at https://www.fcc.gov/general/telecommunications-relay-services-directory.  International hearing-impaired customers should use the TRS at +1.605.224.1837.  An Oracle Support Engineer will respond to technical issues according to the standard service request process.

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Oracle Legal Disclaimer

The information above describes this product's ability to support the applicableStandards/Guidelines, subject to Oracle's interpretation of those standards(available at https://www.oracle.com/corporate/accessibility/policy.html#standards-tab) and the remarks in this document. For more information regarding the accessibility status of this product or other Oracle products, see http://www.oracle.com/corporate/accessibility or contact: accessible_ww@oracle.com.

This document is provided for information purposes only and the contents hereof are subject to change without notice. Oracle Corporation does not warrant that this document is error free, nor does it provide any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Oracle Corporation specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. Oracle further makes no representation concerning the ability of assistive technologies or other products to interoperate with Oracle products. This document addresses the named product(s) only and not prerequisite products for which Oracle supplies restricted use licenses.