Oracle Accessibility Conformance Report

VPAT® Version 2.3 - April 2019

Name of Product:

Oracle Service Cloud Standalone CoBrowse Dynamic Agent Desktop Cloud Service V4 February 2021 (Updated)

Product Description:

CoBrowse is a Web-based application which allows an Agent to view a Customer’s screen and browse websites together. Instant CoBrowse allows the websites browsing, while Advanced CoBrowsing allows Customer's screen viewing in addition to the websites browsing. Customers implementing Cobrowse place the Cobrowse widget on their web site to enable launch of the Cobrowse session.

Date:

09-Jul-2021

Archive Note:

This VPAT applies to only version February 2021. It does not apply to any versions of Oracle Service Cloud Standalone CoBrowse Dynamic Agent Desktop Cloud Service V4 after this. This VPAT has been superseded by Oracle Service Cloud Standalone CoBrowse Dynamic Agent Desktop Cloud Service V4 January 2022.

Contact Information:

accessible_ww@oracle.com

Notes:

This ACR does not cover the following product areas:

Advanced CoBrowse (ACB mode)
Agent Console UI

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/Guideline	Included In Report
Web Content Accessibility Guidelines 2.1	Level A - Yes Level AA - Yes Level AAA - No
Revised Section 508 standards published January 18, 2017 and corrected January 22, 2018	Yes

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.
Partially Supports: 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 2.1 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 2.1 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.1 Conformance Requirements.

Table 1: WCAG Conformance Criteria

Criteria	Conformance Level	Remarks and Explanations
1.1.1 Non-text Content (Level A)	Supports	Instant CoBrowse product was tested for: There are custom controls that have an associated meaningful name There is no use of CAPTCHAs
1.2.1 Audio-only and Video-only (Prerecorded) (Level A)	Not Applicable	The product has no multimedia.
1.2.2 Captions (Prerecorded) (Level A)	Not Applicable	The product has no multimedia.
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)	Not Applicable	The product has no multimedia.
1.2.4 Captions (Live) (Level AA)	Not Applicable	The product has no multimedia.
1.2.5 Audio Description (Prerecorded) (Level AA)	Not Applicable	The product has no multimedia.
1.3.1 Info and Relationships (Level A)	Supports	Instant CoBrowse product was tested for: There are custom controls that have an associated meaningful name There are Style sheets and they used only to change the layout and presentation on the screen but not for anything else
1.3.2 Meaningful Sequence(Level A)	Supports	Instant CoBrowse product was tested for: Screens presented in the logical order
1.3.3 Sensory Characteristics(Level A)	Supports	Instant CoBrowse 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
1.3.4 Orientation (Level AA)	Supports	Instant CoBrowse product was tested for : Content being viewed and operated in portrait and landscape orientations
1.3.5 Identify Input Purpose (Level AA)	Not Applicable	Instant CoBrowse product was tested for : No user data is collected
1.4.1 Use of Color(Level A)	Supports	Instant CoBrowse product was tested for : Color is not used to convey information
1.4.2 Audio Control(Level A)	Not Applicable	Instant CoBrowse product was tested for: No automatically playing audio is used.
1.4.3 Contrast (Minimum) (Level AA)	Supports	Instant CoBrowse product was tested for: No large text is used Other text have a contrast ratio of at least 4.5:1
1.4.4 Resize text(Level AA)	Supports	Instant CoBrowse 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)	Not Applicable	Instant CoBrowse product was tested for: Images of text are not used
1.4.10 Reflow (Level AA)	Not Supported	Instant CoBrowse was tested for: Text information reflows so that only one direction of scrolling is required while at 400% zoom. Exceptions: Instant CoBrowse does not support reflow, Bug 32316676
1.4.11 Non-text Contrast (Level AA)	Supports	Instant CoBrowse product was tested for: Non-text items have a contrast ratio of at least 3:1
1.4.12 Text Spacing (Level AA)	Supports	Instant CoBrowse product was tested for: No loss of content or functionality when text spacing increased according to the requirement
1.4.13 Content on Hover or Focus (Level AA)	Supports	Instant CoBrowse product was tested for : Dismissable: Since the additional content of the default component does not obscure or replace other content, this criteria is always met. Note any customer customizations will need to ensure that the CoBrowse button is positioned in such a way that it does not potentially obscure information on the page in its expanded state. Hoverable: When pointer hover triggers additional content, the pointer can be moved over the additional content without the additional content disappearing Persistent: The additional content remains visible until the hover or focus trigger is removed, the user dismisses it, or its information is no longer valid.
2.1.1 Keyboard(Level A)	Supports	Instant CoBrowse product was tested for : Ability to perform functions from the keyboard only Logical movement of focus through the controls The ability to use the product with OS keyboard aids: StickyKeys and FilterKeys (feature names may be different on different platforms) Although it is not recommended, the product can be configured to hide an Instant CoBrowse button on a client's page: in this case, customer would use a unique keystroke : "Ctrl+Enter" to make Instant CoBrowse button visible on a client's page; this keystroke needs to be applied once; the keystroke operates properly
2.1.2 No Keyboard Trap (Level A)	Supports	Instant CoBrowse 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
2.1.4 Character Key Shortcuts (Level A)	Not Applicable	Instant CoBrowse product was tested for: There are no single character keyboard shortcuts.
2.2.1 Timing Adjustable(Level A)	Not Applicable	Instant CoBrowse product was tested for: Time limits are not used
2.2.2 Pause, Stop, Hide (Level A)	Not Applicable	Instant CoBrowse product was tested for: There is no moving, blinking or scrolling content.
2.3.1 Three Flashes or Below Threshold(Level A)	Not Applicable	Instant CoBrowse 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)	Not Applicable	Instant CoBrowse product was tested for: Instant CoBrowse does not have repetitive content.
2.4.2 Page Titled(Level A)	Not Applicable	Instant CoBrowse product was tested for: Instant CoBrowse product is an HTML widget which is being integrated into customer’s web-site, Instant CoBrowse does not use Titles.
2.4.3 Focus Order(Level A)	Supports	Instant CoBrowse product was tested for: Logical movement through the focusable components using only the keyboard, in an order that follows a meaningful sequence
2.4.4 Link Purpose (In Context)(Level A)	Supports	Instant CoBrowse 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)	Not Applicable	Instant CoBrowse product is an HTML widget which is being integrated into customer’s web-site. It consists of several screens each of which is the result of Customer's activity.
2.4.6 Headings and Labels(Level AA)	Supports	Instant CoBrowse product is an HTML widget which is being integrated into customer’s web-site. CoBrowse product was tested for: There are custom controls that have an associated meaningful name Labels describe the purpose of the associated field. There is no use of Headings
2.4.7 Focus Visible(Level AA)	Supports	Instant CoBrowse product was tested for: Visual indication of the location of the focus
2.5.1 Pointer Gestures (Level A)	Not Applicable	Instant CoBrowse product was tested for: There are no multipoint or path-based gesture actions.
2.5.2 Pointer Cancellation (Level A)	Not Applicable	Instant CoBrowse product was tested for: There are no single pointer operations
2.5.3 Label in Name (Level A)	Partially Supports	Instant CoBrowse product was tested for: Label contains text that is presented visually Exceptions: Text inside the element is not included in the accessible name, this issue is found on collapsed Cobrowse button with number, on "Terms and Conditions" collapsed button w/o number, and on"Close Confirmation" screen's "Yes"/"No" buttons, Bug 32316643
2.5.4 Motion Actuation (Level A)	Not Applicable	Instant CoBrowse product was tested for: There are no functions that require motion of the device.
3.1.1 Language of Page(Level A)	Not Applicable	CoBrowse product is an HTML widget which is being integrated into customer’s web-site. The customer is responsible for ensuring that the default human language of each web page can be programmatically determined.
3.1.2 Language of Parts(Level AA)	Supports	Instant CoBrowse product is an HTML widget which is being integrated into customer’s web-site. The language of the widget is the same as the language of the web-site it is integrated with.
3.2.1 On Focus(Level A)	Supports	Instant CoBrowse 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	Instant CoBrowse 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)	Not Applicable	Instant CoBrowse product was tested for: There are no navigational mechanisms that are repeated
3.2.4 Consistent Identification(Level AA)	Not Applicable	Instant CoBrowse product was tested for: Instant CoBrowse product is an HTML widget and doesn't have multiple web pages.
3.3.1 Error Identification(Level A)	Not Applicable	Instant CoBrowse product was tested for: The product does not have input fields
3.3.2 Labels or Instructions (Level A)	Not Applicable	Instant CoBrowse product was tested for: The product does not have input fields
3.3.3 Error Suggestion (Level AA)	Not Applicable	Instant CoBrowse product was tested for: Content does not require user input
3.3.4 Error Prevention (Legal, Financial, Data)(Level AA)	Not Applicable	nstant CoBrowse product was tested for: The product does not require user input that modifies user controllable data
4.1.1 Parsing(Level A)	Supports	Instant CoBrowse 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
4.1.2 Name, Role, Value (Level A)	Partially Supports	Instant CoBrowse product was tested for: Instant CoBrowse product does not use HTML controls, instead, it uses custom controls Custom contols have appropriate roles specified using the role attribute Custom contols have appropriate state and property information conveyed using the relevant WAI-ARIA or HTML5 attributes Custom contols have a meaningful programatically exposed name Instant CoBrowse product uses frames for application background solely, frames will be hidden from a user, no user will see them and no screen reading software will announce their presence to a user. Exceptions: The state of the Cobrowse components (controls/text/link) is being improperly indicated to the screen reader, Bug 32502391
4.1.3 Status Messages (Level AA)	Not Applicable	Instant CoBrowse product was tested for: There are no status messages

2018 Section 508 Report

Chapter 3: Functional Performance Criteria (FPC)

Criteria	Conformance Level	Remarks and Explanations
302.1 Without Vision	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.2 With Limited Vision	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.3 Without Perception of Color	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.4 Without Hearing	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.5 With Limited Hearing	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.6 Without Speech	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.7 With Limited Manipulation	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.8 With Limited Reach and Strength	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.9 With Limited Language, Cognitive, and Learning Abilities	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.

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 AA	Supports	See the responses in the WCAG 2.0 section of this report.
502 Interoperability with Assistive Technology	Heading cell - no response required	Heading cell - no response required
502.2.1 User Control of Accessibility Features	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.2.2 No Disruption of Accessibility Features	Not Applicable	The product is designed to be isolated from the underlying platform.
502.3 Accessibility Services	Heading cell - no response required	Heading cell - no response required
502.3.1 Object Information	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.2 Modification of Object Information	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.3 Row, Column, and Headers	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.4 Values	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.5 Modification of Values	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.6 Label Relationships	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.7 Hierarchical Relationships	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.8 Text	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.9 Modification of Text	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.10 List of Actions	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.11 Actions on Objects	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.12 Focus Cursor	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.13 Modification of Focus Cursor	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.14 Event Notification	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.4 Platform Accessibility Features	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
503 Applications	Heading cell - no response required	Heading cell - no response required
503.2 User Preferences	Not Applicable	The product is designed to be isolated from the underlying platform.
503.3 Alternative User Interfaces	Not Applicable	The product does not have assistive technology features.
503.4 User Controls for Captions and Audio Description	Heading cell - no response required	Heading cell - no response required
503.4.1 Caption Controls	Not Applicable	The product has no multimedia.
503.4.2 Audio Description Controls	Not Applicable	The product has no multimedia.
504 Authoring Tools	Heading cell - no response required	Heading cell - no response required
504.2 Content Creation or Editing	Not Applicable	The product is not an authoring tool.
504.2.1 Preservation of Information Provided for Accessibility in Format Conversion	Not Applicable	The product is not an authoring tool.
504.2.2 PDF Export	Not Applicable	The product is not an authoring tool.
504.3 Prompts	Not Applicable	The product is not an authoring tool.
504.4 Templates	Not Applicable	The product is not an authoring tool.

Chapter 6: Support Documentation and Services

Criteria	Conformance Level	Remarks and Explanations
602 Support Documentation	Heading cell - no response required	Heading cell - no response required
602.2 Accessibility and Compatibility Features	Not Applicable	There is no documentation for CoBrowse widget
602.3 Scope - Incorporation of WCAG 2.0 AA	Supports	See the responses in the WCAG 2.0 section of this report.
602.4 Alternate Formats for Non-Electronic Support Documentation	Not Applicable	There is no documentation for Cobrowse widget
603 Support Services	Heading cell - no response required	Heading cell - no response required
603.2 Information on Accessibility and Compatibility Features	Supports	Oracle Global Customer Support can provide information about accessibility features of the product.
603.3 Accommodation of Communication Needs	Supports	Oracle 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.

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.