Contact List - Move Customer Contacts Up (Doc ID 1619666.1)

Last updated on AUGUST 30, 2016

Applies to:

Oracle Fusion Customer Center Cloud Service - Version 11.1.5.0.0 and later
Oracle Fusion Customer Center - Version 11.1.5.0.0 and later
Information in this document applies to any platform.

Symptoms

On Production pod EIN : 11.1.5.0.0  version, Other Issues

ACTUAL BEHAVIOR
---------------
When an Interaction, Task, Lead, etc is created, there is the option to select a contact to it. On clicking on the contact field a drop down list is given with all recent contacts and, below the black line the contacts related to that customer.

 When the User has used many contacts the list with recent contacts can be very long and you actually have to scroll down to select the correct contact with this customer.

As the contact related to that customer will be used more often (if not in 100% if the cases) we strongly suggest that the list starts with the customer contacts, then the black line and below that the other contacts. It is a real issue for my users as they now often have to scroll down as the screen does not show the contacts that they need. It is perceived as not user friendly.

EXPECTED BEHAVIOR
-----------------------
Expect that Contact drop down list shows

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Navigator- Customers
2. Select Customer to Edit
3. Select Interactions - Contact drop down list

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users often have to scroll down as the screen does not show the contacts that they need. It is perceived as not user friendly.

.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms