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.
In case you are undergoing some sort of maintenance and your customer portal (CP) is down, you can enable the CP maintenance mode by setting this configuration setting to “Yes”. If enabled, customers will be redirected to the splash page (*), when they try to access any CP page in production. Additionally, all syndicated widgets will also stop displaying any information. By default, this configuration setting is set to “No”.
(*) splash page can be found at:
If Live Chat is enabled, we usually allow customers to request a chat session and wait in the queue for an available agent. Even though we configure chat to avoid customers waiting for long, there could be instances where they struggle to go through to an agent. This configuration setting defines the time (in seconds) that a customer remains in the wait queue before receiving a “Please try again later” message. The minimum value for this setting is 120. Maximum value is 999999. Default is 1800 (30 minutes).
For those who spend a lot of time working from the OSvC console, it could be handy to have short-cuts to other systems, applications or sites. This configuration setting allows you to add a list of preferred or favourite links to the Links option of the menu on the navigation area of the toolbar. Links will appear in the menu in the order that you enter them. By default this list is blank.
The way to add links is to the configuration setting is
item(1, “Link Name”,”http:// www. domain. com”)
See example in the screenshot below: item(1, “Capventis”,”http:// www. capventis. com”)
You can insert separator between links by entering item(0, “”,””)
41 thoughts on “Configuration Settings – Tips VI”
Nice! I had never really dived into the TBAR Link setting but this is really cool. Thanks!
We ended up disabling the user wait queue timeout as our syndicated widget setup leaves us with very little wait time since we use min sessions available.
But the TBAR Links are heavily used to direct agents to our various internal support sites.
I love the TBAR link setting…I always wondered where I could add our own links, just never was high enough on my list to actually look for it. We are currently using tabs on the workspace and setting up the sites in there. Thanks so much for that tip.
Useful, thanks! Does the T-Bar config setting work on the BUI?
Thank you again for bringing these settings to light!
We regularly use the maintenance mode, very useful. The TBAR links could be useful, but custom links are added to the bottom of the list and if you have lots of interfaces, takes ages to scroll. Have you found any way around that, or perhaps looked at using links in the workspace ribbon as well?
All really useful settings to know about. We rarely manually use MAINTMODE and have never used TBAR. As for chat, doesn’t that setting also terminate the chat session rather than just paint an advisory message? I think it should be up to the customer to choose when to exit a queue.
Hi Richard, I believe the chat session is terminated.
Thus helps a lot thank you
This TBAR link config setting is just cool, avoids extra bookmarks and saves time as well.
TBAR link setting is new to me. Thanks!
I already knew this settings. Nice to is how it performs.
Being able to set Maintenance mode will definitely help during any outages we might encounter
We have a big upgrade coming up and the maintenance mode setting will be handy.. thanks!
Thank you so much for sharing this is very helpful
As always Luis insightful and very helpful 🙂
.Great to see these settings being promoted. They are super powerful.
hey that CP maintenance mode is great, didn’t know about that one!!
Great summary. While BUI URL is not added as a Link, your tip might be a good place to easily share BUI URL with agents.
These are all valuable tips. I can’t wait to customize our maintenance splash page!
I usually recommend the tbar_link_list to customers as well especially if they do a lot of swivel chairing and are not yet ready to integrate. If integrating is not a priority then this is a good option.
Is there a way the ‘External Links’ section can be moved to the top?
We use the Links button in the ribbon of the Incident workspace for resources an agent may need during a call.
Thanks for sharing that!
Great information on the USER_WAIT_QUEUE_TIMEOUT! Thanks for sharing!
Thanks for sharing, great tips!
We will be exploring the Tbar tips very soon !!! Thanks
We are looking at removing our custom solution for chat and changing it to the out-of-the-box solution. This will help us in our configuration set up. We use the other configuration items today.
hanks for sharing, great tips!
Great tips and easy to read, thanks for sharing.
Thanks for the tips!
thanks for the tips, now that i know this is available, i’ll use it more often
Thank you for sharing.
very helpful, our CP will undergo maintenance on Monday, this came in just in time.
TBAR link is really usedfull….and have to check it out ….for my own links.
Great Luis. Always something new to learn, TBAR config looks interesting.
i like to use the tbar link to list pages that get updated often like the chat landing page and the ‘ask’ or webform pages.
TBAR was a new one for me. Thanks!!