Oracle Accessibility Conformance Report

VPAT® Version 2.0 - October 2017

Name of Product:

Oracle Digital Customer Service Runtime 11.13.19.07.0

Product Description:

Oracle Digital Customer Service is a web based customer facing solution that provides the ability to interact with knowledge articles, service requests and agent channels of email, chat and co-browse. Oracle Digital Customer Service is built on top of the Visual Builder platform and is an add on to Oracle Fusion Engagement Cloud. Oracle Digital Customer Service uses the Visual Builder designer and runtime.

Date:

01-Jul-2019

Contact Information:

accessible_ww@oracle.com

Notes:

This VPAT does not cover the following product areas:

  • Visual Builder designer
  • PDF and ePub files

Dependent Products


This product interacts with or is built with the other Oracle products listedin this section. Click below to view information about the accessibility ofthese dependent products. Products listed are the versions available at thetime of publication of this document; newer documents may be available that supersedethese versions.

Evaluation Methods Used:

Oracle's policy is to design, develop and test both products and documentation to be accessible. The recommended styles of testing for accessibility include: (i) algorithmic automated tests, (ii) human judgement tests such as tool-assisted tests, visual inspection and manual operation, and (iii) testing with assistive technology by people with and without disabilities. Additional information about Oracle's accessibility program is available on http://www.oracle.com/corporate/accessibility/index.html

Accessibility Standards/Guidelines

This report covers the degree of conformance for the following accessibility standard/guideline:

Standard/GuidelineIncluded In Report
Web Content Accessibility Guidelines 2.0, at https://www.w3.org/TR/2008/REC-WCAG20-20081211/Level A - Yes
Level AA - Yes
Level AAA - No
Section 508 as published in 2017, at https://www.Section508.govYes

Terms

The terms used in the Conformance Level information are defined as follows:

Supports
The functionality of the product has at least one method that meets the criteria without known defects or meets with equivalent facilitation.
Supports with Exceptions
Some functionality of the product does not meet the criteria.
Does Not Support
Majority of functionality of the product does not meet the criteria.
Not Applicable
The criteria are not relevant to the product.

WCAG 2.0 Report

Table 1 also documents conformance with:

  • Section 508: Chapter 5 - 501.1 Scope, 504.2 Content Creation or Editing, and Chapter 6 - 602.3 Electronic Support Documentation

Note: When reporting on conformance with the WCAG 2.0 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.0 Conformance Requirements.

Table 1: WCAG Conformance Criteria

Criteria
Conformance Level
Remarks and Explanations
1.1.1 Non-text Content (Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Control and input field has an associated label that describes its purpose
  • Images that convey information have meaningful alternative text using ALT
  • Images that are decorative are marked up using ALT=""
  • No time based media is used
  • CAPTCHAs are not used
  • Non-text characters are not used or have meaningful alternative text
  • Title for Objects and Applets are provided
  • Complex images are not used
1.2.1 Audio-only and Video-only (Prerecorded) (Level A)Not Applicable

The product was tested for:

  • No Pre-recorded audio-only or video-only content is being used
1.2.2 Captions (Prerecorded) (Level A)Supports

The product was tested for:

  • Pre-recorded video includes captions embedded in the media (potentially as a second version of the media)
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)Supports

The product was tested for:

  • Pre-recorded video includes an alternative to the video
1.2.4 Captions (Live) (Level AA)Not Applicable

No live audio content in video is being used.

1.2.5 Audio Description (Prerecorded) (Level AA)Not Supported

Bug 26554336 - Prerecorded videos do not include audio description

1.3.1 Info and Relationships (Level A)Supports

The product was tested for:

  • User interface component labels are associated with the fields they are labeling
  • Headings are encoded with HTML heading tags
  • List markup is used for marking up lists
  • Table markup is used for marking up tables, including row and column headers and table caption/summaries where appropriate
  • Data tables specify SUMMARY or CAPTION
  • Layout tables use appropriate markup
  • Style sheets are used only to change the layout and presentation on the screen
1.3.2 Meaningful Sequence(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • The sequence of elements in the DOM matches a logical reading sequence
1.3.3 Sensory Characteristics(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Instructions provided do not refer to things solely based on their sensory characteristics such as shape, size, visual location, orientation, color, or sound
1.4.1 Use of Color(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Information is not conveyed using color
1.4.2 Audio Control(Level A)Not Applicable

There is no audio in this product.

1.4.3 Contrast (Minimum) (Level AA)Supports

The Oracle Digital Customer Service product was tested for:

  • Large-scale text and images of large-scale text have a contrast ratio of at least 3:1
  • All other text and images of text have a contrast ratio of at least 4.5:1
  • Colors can be set by altering the associated style sheet
1.4.4 Resize text(Level AA)Supports

The product was tested for:

  • Text can be resized up to 200% without loss of content or functionality
1.4.5 Images of Text(Level AA)Supports

The Oracle Digital Customer Service product was tested for:

  • Images of text are not used
2.1.1 Keyboard(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Ability to perform functions from the keyboard only
  • Logical movement of focus through the controls
  • Proper operation of unique keystrokes and access keys, including those listed in the product documentation
2.1.2 No Keyboard Trap (Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Movement of focus through each control only using the keyboard, with no "keyboard trap" that prevents focus from moving away from any control
2.2.1 Timing Adjustable(Level A)Not Applicable

The Oracle Digital Customer Service product was tested for:

  • Time limits are not used
2.2.2 Pause, Stop, Hide (Level A)Not Applicable

The Oracle Digital Customer Service product was tested for:

  • There is no moving, blinking or scrolling content
2.3.1 Three Flashes or Below Threshold(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • No portion of the screen flickers or flashes with a frequency between 2 Hz and 55 Hz
2.4.1 Bypass Blocks(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Structure and hierarchy is marked up with Header elements outside of repetitive navigation links
2.4.2 Page Titled(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Pages have a meaningful title specified in the TITLE element
2.4.3 Focus Order(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Ability to perform functions from the keyboard only
  • Logical movement of focus through the controls
2.4.4 Link Purpose (In Context)(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • The text of links and their surrounding paragraph, list, or table cell (with marked up table headers), is sufficient to describe their purpose
2.4.5 Multiple Ways(Level AA)Supports

The product was tested for:

  • Pages can be found using the provided "search" function
  • Pages are fully inter-linked to each other
  • Page contains controls that enable reaching all pages
2.4.6 Headings and Labels(Level AA)Supports with Exceptions

The Oracle Digital Customer Service product was tested for:

  • Headers describe the topic or purpose of the content below them
  • Labels describe the purpose of the associated field

Exception:

  • Bug 29920512: User registration list combo sort by needs label id correcting
2.4.7 Focus Visible(Level AA)Supports

The Oracle Digital Customer Service product was tested for:

  • Visual indication of the location of the focus
3.1.1 Language of Page(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Properly set lang attribute for each page
3.1.2 Language of Parts(Level AA)Supports

The Oracle Digital Customer Service product was tested for:

  • Proper use of lang attribute for text passages that are in a different language than that of the page
3.2.1 On Focus(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • When an element receives focus, it does not result in a substantial change to the page, an additional change of keyboard focus, or the spawning of a pop-up window
3.2.2 On Input(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • Changes in the value of user interface components does not result in a substantial change to the page, an additional change of keyboard focus, or the spawning of a pop-up window
3.2.3 Consistent Navigation(Level AA)Supports

The Oracle Digital Customer Service product was tested for:

  • Pages that are grouped together into sets with a common navigation mechanism utilize that navigation mechanism in the same fashion, with navigation elements appearing in the same relative order each time
3.2.4 Consistent Identification(Level AA)Supports

The product was tested for:

  • Images and controls are used and identified consistently throughout the product
3.3.1 Error Identification(Level A)Supports

The Oracle Digital Customer Service product was tested for:

  • When input errors are detected, they are described to the user in text, including identifying the item where the error occurred
3.3.2 Labels or Instructions (Level A)Supports with Exceptions

The Oracle Digital Customer Service product was tested for:

  • Labels or instructions are provided when the product requires user input

Exception:

  • Bug 29920609: Service request create message new message textbox aria-label missing
  • Bug 29920604: Service request message list view aria-label missing
  • Bug 29920538: Service request url attachment component issues
  • Bug 29920530: Service request file attachment component issues
  • Bug 29913686: Self service roles list combo box requires aria-label
  • Bug 29913666: Knowledge search combo search box requires a aria-label
  • Bug 29913658: Service request list combo search box requires a aria-label
3.3.3 Error Suggestion (Level AA)Supports

The Oracle Digital Customer Service product was tested for:

  • Where suggestions for fixing an input error are known, they are provided to the user
3.3.4 Error Prevention (Legal, Financial, Data)(Level AA)Not Applicable

Oracle Digital Customer Self-Service does not provide Web pages that cause legal commitments or financial transactions for the user to occur, that modify or delete user-controllable data in data storage systems, or that submit user test responses.

4.1.1 Parsing(Level A)Supports

The product was tested for:

  • Elements in HTML content have complete start and end tags, are properly nested, do not contain duplicate attributes, and have unique IDs
  • Pages validate to the HTML specification
4.1.2 Name, Role, Value (Level A)Supports

The product was tested for:

  • HTML controls have a programmatically associated name, derived from the appropriate HTML elements and attributes including LABEL, TITLE, SUMMARY, CAPTION, etc.
  • Additional state information is programmatically exposed for HTML controls, such as whether a field is ‘required’.
  • Custom controls have appropriate roles specified using the role attribute
  • Custom controls have appropriate state and property information conveyed using the relevant WAI-ARIA or HTML5 attributes
  • Custom controls have a meaningful programmatically exposed name
  • iFrames are not used in this product

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2017 Section 508 Report

Chapter 3: Functional Performance Criteria (FPC)

Criteria
Conformance Level
Remarks and Explanations
302.1 Without VisionNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.2 With Limited VisionNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.3 Without Perception of ColorNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.4 Without HearingNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.5 With Limited HearingNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.6 Without SpeechNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.7 With Limited ManipulationNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.8 With Limited Reach and StrengthNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.9 With Limited Language, Cognitive, and Learning AbilitiesNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.

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Chapter 4: Hardware

These criteria are all Not Applicable because the product is not Hardware

Chapter 5: Software

Criteria
Conformance Level
Remarks and Explanations
501.1 Scope - Incorporation of WCAG 2.0 AASupportsSee the responses in the WCAG 2.0 section of this report.
 502 Interoperability with Assistive TechnologyHeading cell - no response requiredHeading cell - no response required
502.2.1 User Control of Accessibility FeaturesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.2.2 No Disruption of Accessibility FeaturesNot ApplicableThe product is designed to be isolated from the underlying platform.
 502.3 Accessibility ServicesHeading cell - no response requiredHeading cell - no response required
502.3.1 Object InformationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.2 Modification of Object InformationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.3 Row, Column, and HeadersNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.4 ValuesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.5 Modification of ValuesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.6 Label RelationshipsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.7 Hierarchical RelationshipsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.8 TextNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.9 Modification of TextNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.10 List of ActionsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.11 Actions on ObjectsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.12 Focus CursorNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.13 Modification of Focus CursorNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.14 Event NotificationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.4 Platform Accessibility FeaturesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
 503 ApplicationsHeading cell - no response requiredHeading cell - no response required
503.2 User PreferencesNot ApplicableThe product is designed to be isolated from the underlying platform.
503.3 Alternative User InterfacesNot ApplicableThe product does not have assistive technology features.
 503.4 User Controls for Captions and Audio DescriptionHeading cell - no response requiredHeading cell - no response required
503.4.1 Caption ControlsSupports

The product was tested for:

  • User controls for the selection of captions are provided at the same menu level as the user controls for volume or program selection.
503.4.2 Audio Description ControlsSupports

The product was tested for:

  • User controls for the selection of audio description are provided at the same menu level as the user controls for volume or program selection.
 504 Authoring ToolsHeading cell - no response requiredHeading cell - no response required
504.2 Content Creation or EditingNot ApplicableThe product is not an authoring tool.
504.2.1 Preservation of Information Provided for Accessibility in Format ConversionNot ApplicableThe product is not an authoring tool.
504.2.2 PDF ExportNot ApplicableThe product is not an authoring tool.
504.3 PromptsNot ApplicableThe product is not an authoring tool.
504.4 TemplatesNot ApplicableThe product is not an authoring tool.

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Chapter 6: Support Documentation and Services

Criteria
Conformance Level
Remarks and Explanations
 602 Support DocumentationHeading cell - no response requiredHeading cell - no response required
602.2 Accessibility and Compatibility FeaturesSupports

The product documentation describes:

  • accessibility modes, either at installation or runtime
  • special keystrokes needed to operate controls
  • workarounds

Accessibility-related documentation can be found at:

Oracle Applications Cloud Using Common Features, Chapter 13 Accessibility

602.3 Scope - Incorporation of WCAG 2.0 AASupportsSee the responses in the WCAG 2.0 section of this report.
602.4 Alternate Formats for Non-Electronic Support DocumentationNot Applicable

Product documentation is in electronic format.

 603 Support ServicesHeading cell - no response requiredHeading cell - no response required
603.2 Information on Accessibility and Compatibility FeaturesSupportsOracle Global Customer Support can provide information about accessibility features of the product.
603.3 Accommodation of Communication NeedsSupportsOracle customers have access to electronic support through My Oracle Support or by calling Oracle Support at 1.800.223.1711. Hearing-impaired customers in the U.S. who wish to speak to an Oracle Support representative may use a telecommunications relay service (TRS). Information about the TRS is available at http://www.fcc.gov/cgb/consumerfacts/trs.html, and a list of telephone numbers is available at https://www.fcc.gov/general/telecommunications-relay-services-directory. International hearing-impaired customers should use the TRS at +1.605.224.1837. An Oracle Support engineer will respond to technical issues according to the standard service request process.

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Oracle Legal Disclaimer

The information above describes this product's ability to support the applicableStandards/Guidelines, subject to Oracle's interpretation of those standards(available at https://www.oracle.com/corporate/accessibility/policy.html#standards-tab) and the remarks in this document. For more information regarding the accessibility status of this product or other Oracle products, see http://www.oracle.com/corporate/accessibility or contact: accessible_ww@oracle.com.

This document is provided for information purposes only and the contents hereof are subject to change without notice. Oracle Corporation does not warrant that this document is error free, nor does it provide any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Oracle Corporation specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. Oracle further makes no representation concerning the ability of assistive technologies or other products to interoperate with Oracle products. This document addresses the named product(s) only and not prerequisite products for which Oracle supplies restricted use licenses.