To ensure escalation notifications reach their intended recipients and minimize disruptions or support issues in Oracle B2C Service, administrators should follow best practices for configuring escalation rules and system settings. This includes proper rule structure, verifying key configurations, and thorough testing to ensure reliable escalation behavior and successful notification delivery. Learn more in this Pro Tip.
Recommended Practices covered in this video:
Rule Structure: create at least two escalation rules:
A “chain rule” that strictly defines the escalation condition and level (should only evaluate true in one specific scenario).
A separate rule to define the action taken when escalation occurs (such as sending notifications or emails).
Rule Activation:
For legacy rules: Compile and activate after edits.
For enhanced business rules: Redeploy after changes.
System Configuration:
Message Templates: Ensure relevant templates (e.g., incidents) are correctly set up and enabled in each interface.
Mailbox Settings: Service mailbox must be active and configured accurately.
User Notification Settings: Confirm that each user account meant to receive escalation emails has notifications enabled.
Testing:
Always use a test environment before implementing changes in production to avoid impacting live operations.
Enable rule logs to verify and troubleshoot escalation behavior.
Troubleshooting and additional resources
How do I set up escalation rules?
Rules for escalation of Answers, Incidents, Opportunities, and Tasks
Using the Rule Log to troubleshoot rules (legacy rules)
Accessing the "Rule Runtime Log" for Enhanced Business Rules in Browser UI
Configuration of Oracle-hosted Service and Outreach mailboxes
