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Fine-Tuning Your Service Cloud Configuration Settings

Oracle Service Cloud has circa 500 configuration settings, which control the platform's functions. This is part of what makes it so powerful...there are endless ways to configure and customize the solution to fit your needs! Some of these configuration settings are commonly used, but many of them are not as well known. Make sure you're fine-tuning these levers and buttons within your Oracle Service Cloud implementation to fit your organization's unique needs and to deliver great experiences to your customers.

I have been covering some of these lesser known configuration settings on my blog, Doctor CX, and for the next installment of configuration settings, I wanted to feature configuration settings shared by my fellow CX Heroes in the Oracle Service Cloud Hero Hub.

Disable Chat on Holidays

Jessica CampbellThe CS_HOLIDAY_MSG_ENABLED configuration setting was mentioned by Jessica Campbell, Program Manager of Customer Experience at Brother International Corporation (and fellow Community All-Star!). Jessica used this configuration setting to disable the chat during holidays.

If it is enabled (set to "Yes") then OSvC will use the holidays table (which you can find in Configurations > Service > Service Level Agreements > Holidays) to determine whether the Live Chat should be enabled or disabled.

If your customers try to use the Live Chat channel on a date that is specified as
a holiday, they will be shown a message stating it is a holiday and no agent is available.

The default value for this configuration setting is disabled (set to "No").

Give Agents a Head Start on Answering Questions

Kristine TannertThe SNEAK_PREVIEW_ENABLED configuration setting was shared by Kristine Tannert, Product Manager for Insperity. She says her agents love the Sneak Preview functionality, as it allows them to get ahead of the game and prepare responses on chat with the customers. This is particularly helpful since the questions their agents have to answer for customers can sometimes take awhile to investigate, so anything that helps them get a jumpstart on answering the customers question is appreciated!

It enables the Sneak Preview functionality, which allows agents to preview what a customer is typing prior to the customer sending the message.The default value for this configuration setting is disabled (set to "No").

QA Your Chat Transcripts

Robert PozderecThe INC_INCLUDE_POST_TIME configuration setting was mentioned by Robert Pozderec, Manager of Customer Loyalty and Retention from Brother International Corporation, who said it is an extremely important setting when  it comes to QA (Quality Assurance).

It specifies whether the post time is to be included in incidents created for a Chatsession, meaning messages in the chat transcript will have a date and time against it. The default value for this configuration setting is disabled (set  to "No").

Run Large Reports with Custom Scripts

Sasi GudimettaThe CUSTOM_SCRIPT_DATA_SIZE configuration setting was highlighted by Sasi Gudimetta, Senior Software Engineer at partner AST Corporation, who shared that he usually works with reports that have custom scripts, and these have a query data limit, controlled by this setting, which needs to be increased to avoid the script from stopping after the defined number of rows, and the report output from being "No Value".

This configuration setting specifies the size of the data buffer (in bytes) used when processing custom scripts in Analytics.

The default value for this configuration setting is 50,000. The minimum value is zero (0) and the maximum value is 2,147,483,647.

Keep in mind increasing this to a large value causes the custom script to parse more of the report data (which is good!), but this also causes additional load on the server, which could result in negative performance impact for the overall site (not so good!).

Hopefully, these config setting tips (and use cases!) encourages you to keep digging into those 500+ config settings in Oracle Service Cloud. I'd love to hear what your experience has been with these configuration settings (e.g. feedback, use cases).

Join the discussion

Comments ( 6 )
  • JessicaB Monday, June 11, 2018

    This post is PURE GOLD!!!

    Amazing customers with amazing suggestions...THANK YOU!enlightenedyes

  • Thiyagarajan Sundaram Monday, July 2, 2018

    It's very useful guys.

    but only 4 are listed are here? do we have the other key things with description as
    mentioned above?



  • eleep Monday, July 2, 2018

    Thanks for the feedback, Thiyagarajan. We are glad you found it helpful! Luis Melo
    has done several other blog posts featuring different configuration settings on his blog that you could check out. :)

    We don't have other blog posts like this today in this Customer Success Blog, but
    we are working towards some exciting changes in the OSVC Hero Hub and creating content featuring customers and partners, so it's helpful to know that
    you enjoyed this style of post.


    Erica, Oracle

  • Thiyagarajan Sundaram Monday, July 2, 2018

    @Eleep, Thanks for taking time to respond me back.

  • Ramesh Kandula Sunday, July 8, 2018

    Thank you so much Luis..... These 4 settings are very helpful to improve the customer



  • Niomi Sutherland Thursday, July 19, 2018

    Hi Luis,

    Thanks for the information, it's very helpful. I have been testing the config setting
    INC_INCLUDE_POST_TIME and I can't seem to see any change occur. I think I must be
    looking in the wrong place (looked data in incident that is set to be automatically
    created, differences between chats on My Chats and the actual chat window).

    We have recently upgraded to 18A, if there's anyone who could let me know exactly
    what to expect to happen when changing form 'no' to 'yes' that would be greatly appreciated.
    I am sure it's right there I am just missing it.

    Cheers and thanks Niomi

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