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.
One of the questions that has been raised quite a lot in our implementations is what happens if an agent CC’s someone else other than the Contact in an email response, and that person then responds?
This configuration setting, if enabled (set to “Yes”), prevents any other person – apart from the primary Contact associated to the Incident – from responding to the email. If a CC’d contact replies to the email, OSvC will not accept it as a response, and will notify the sender that he/she is not the primary contact, and thus their response will be discarded.
If you disable it (set to “No”), then any person can respond, and an Incident can be updated by any email address or Contact.
By default, this configuration setting is enabled (set to “Yes”). And unless you have a really strong case, I would recommend you leave it as-is.
Searching a Knowledge Base of answers can be hard, particularly when it has loads of answers, and it is our job to make it easier for customers to find what they need.
This configuration setting enables the ability to use special characters or operators “+” (plus), “–” (minus) and “~” (tilde) while searching for answers.
These operators help refine the search and I’m sure most of you know how to use them. The plus operator links words together, the tilde operator makes the search look for synonyms, the minus operator excludes words from the search.
By default, this configuration setting is enabled (set to “Yes”), and I would recommend you leave it as-is, to ensure your customers can use all means and tools at their disposal to search.
One of the most common things, when searching content on the web, is also the use of wildcards. And customers are used to it. Now, unlike the above setting, this one helps broaden the search.
This configuration setting controls the minimum length of the term allowed in a wildcard search, on the OSvC knowledge base and portal.
- The minimum value is zero (0)
- The maximum value is 100
- The default value is three (3)
This means that, for example, if the configuration setting is set to three (3)…
- a search for “Vic*” will be treated as a wildcard search
- a search for “Vi*“will be discarded (customer will get “No results found“)
- a search for “V*” will also be discarded
Of course the value to which you should set your own instance is dependant on your requirement and the size of your knowledge base. Large knowledge bases may require this configuration setting to be higher in order to avoid impact on search performance.