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Oracle B2C Service integration for Dimension Labs

This brings in each Oracle B2C Service (formerly Service Cloud and RightNow) incident as one conversation: the customer's entries and your staff's responses, across email, chat, web forms and the other channels your site uses. You run it on your side: a small script pulls from the Connect REST API and posts each message to the universal API.

Read the setup guide › Start now ›
Platform
Oracle B2C Service
Type
Support desks
Connects by
Universal API
Setup
5 steps
Guide checked
2026-10-26, against Oracle's documentation
[01] What comes acrossFrom Oracle B2C Service into one format

Every Oracle B2C Service message, in the same shape as everything else.

Each record lands in the Dimension Labs conversation format, so Dimensions, reports and the agent work the same way as for every other source.

Oracle B2C ServiceDimension Labs
thread text text

Strip HTML when contentType is HTML. Skip private notes (see incoming).

incident primaryContact.id userId

The contact's internal id, on both their entries and your responses. Fall back to the sessionId.

thread entryType.lookupName incoming

Oracle's entry types are Customer Entry, Response and Private Note. Customer entries are incoming, responses outgoing, and private notes are staff-only, so skip them. The code keeps only names with "customer" or "response". Check the names on your site with one thread GET before the history load.

incident id sessionId

Prefix it, for example oracle-b2c-service-67.

incident id conversationId

Same value as sessionId.

thread createdTime dimensionlabs_timestamp

Convert with toMillis. Threads with the same time are ordered by displayOrder and get 1,000 ms added each.

incident lookupName, statusWithType, channel, source; thread channel platformJson

The thread's channel is the channel of that entry.

[02] How to connect Oracle B2C ServiceUniversal API

5 steps. Then it runs on its own.

A small job on your side reads Oracle B2C Service through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.

Open the full Oracle B2C Service guide ›
  1. 01Get API access in Oracle B2C Service
  2. 02Pull new incidents
  3. 03Map the fields
  4. 04Send it
  5. 05Run it

What you need

  • Your site's REST server URL, for example https://mysite.example.com. Oracle sends it to your site administrator in the welcome email.
  • A staff account whose profile has permission to read incidents through the REST API, and its user name and password.
  • A Dimension Labs API key for a new Universal API source.

[03] What you can ask

Questions teams answer with Oracle B2C Service data.

  • Which ticket themes come before a cancellation?
  • What drives repeat contacts this month?
  • Which issues take the most agent time, by reason?
[04] More support desksAll integrations ›
ZendeskSalesforceFreshdeskHubSpotGorgiasKustomerFrontHelp ScoutGongQualtrics
Not just these Any platform with an API connects the same way.

Oracle B2C Service integration questions

Does Dimension Labs integrate with Oracle B2C Service?

Yes. A small job on your side reads Oracle B2C Service through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Oracle's documentation on 2026-10-26.

What Oracle B2C Service data does Dimension Labs bring in?

This brings in each Oracle B2C Service (formerly Service Cloud and RightNow) incident as one conversation: the customer's entries and your staff's responses, across email, chat, web forms and the other channels your site uses. You run it on your side: a small script pulls from the Connect REST API and posts each message to the universal API.

What do I need to connect Oracle B2C Service?

Your site's REST server URL, for example https://mysite.example.com. Oracle sends it to your site administrator in the welcome email. A staff account whose profile has permission to read incidents through the REST API, and its user name and password. A Dimension Labs API key for a new Universal API source.

How often does Oracle B2C Service data update?

Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.

Can I connect a platform that is not Oracle B2C Service?

Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.

Dimension Labs/Start with one file From $299 a month

Stop reporting. Start understanding.

Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.

Start now › See pricing ›