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Customer Care: How to mark Critical Customers in the Contact Center (Doc ID 1299684.1)

Last updated on JULY 01, 2022

Applies to:

Oracle Customer Care - Version and later
Information in this document applies to any platform.


Based on business rules (i.e. Number of escalated Service Requests), customers are expected to be marked as Critical.

However, after setting up the profile variables and profile checks as per business rules, and running the Customer Profile Engine, the customers are NOT being marked as Critical in the Contact Center.


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