Oracle Service Cloud has circa 500 configuration settings, which control the platforms 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 and use.

BRAND_CONTENT_URL

This configuration setting specifies the content that will display on the login window.

The setting needs to be set to a URL. For example, in order to display our company’s logo we used URL: http://www.capventis.com/wp-content/themes/u-design/img/capventis.jpg

SA_NL_MAX_SUGGESTIONS

This configuration setting sets the maximum number of answers that will display on the SmartAssistant.

It is not recommended that this is set to high as it would impact UX. Best practice recommends 5 answers.

VRL_HARD

This configuration setting sets the maximum number of rows that can be displayed in a report.

If the number of rows returned by a report exceeds what is set, those results/records will not be displayed.

CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT

This configuration setting sets the amount of time the chat toast notification persists, allowing agents to accept/decline chat session requests.

The values are set in seconds and the minimum is 5. After the time runs out, the standard behaviour will apply (e.g. chat goes back to the queue or gets pushed to agent).