Oracle Service Cloud has circa 500 configuration settings, which control the platform’s functions. Some of them are commonly used but many are not that well known. Below are a few that you might want to be aware of.
This configuration setting will enable the links/URLs sent by customers to agents, during a chat interaction.
By default, and for security reasons, this configuration setting is set to “No”, meaning that links/URLs sent by customer would not be actionable and agents would not be able to just click and open a browser.
This configuration setting is related to the Incident Status, and sets the time an incident is on “Waiting” status until the agedatabase utility automatically closes it.
The minimum value is 6 (hours) and the default is 48 (hours). In case you would like to de-activate this you should set it to 0 (zero).
This configuration setting is directly linked to the one above (CI_HOURS), as it defines which days of the week are taking into account when CI_HOURS is calculating how long the incident was on “Waiting” status.
By default all days of the week are considered: Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday. And that is why you see the code “SuMTuWThFSa” in the setting.
If you leave the configuration setting blank, all days of the week will still be considered.
There are a few configuration settings (see list below) that control the access to various Oracle Service Cloud areas, based on domain names or IP addresses. When you set these configuration settings you are limiting access only to users or customer who are logging in from the defined domains or IP addresses.
The values you can put on the configuration setting are: domain names (e.g. *.oracle.com), IP Addresses (e.g. 220.127.116.11), or IP Subnet Masks (10.11.12.0/255.255.255.0). Since Aug 2014 release, these settings also support IPv6 addresses (e.g. FE80:0000:0000:0000:0202:B3FF:FE1E:8329)
- SEC_VALID_ADMIN_HOSTS – access to Admin interface (Console)
- SEC_VALID_CHAT_API_HOSTS – access to the Chat SOAP interface
- SEC_VALID_ENDUSER_HOSTS – access to the end-user interface (Customer Portal)
- SEC_VALID_INTEG_HOSTS – access to the integration interface