This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 28 AUG 2023 | HR Help Desk | Use Intelligent Advisor to create Help Desk requests | Updated document. Feature delivered in update 23C. |
| 02 JUN 2023 | Created initial document. |
HCM Cloud applications have two types of patches you can receive that are documented in this New Feature Summary:
- Release Updates (23A, 23B, 23C, and 23D)
- Optional Monthly Maintenance Packs to each update
It is important for you to know what Release Update your environment is on. You can find this in your Cloud Portal.
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HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our products better, please let us know. To enter an idea go to the Ideas Lab on Oracle Customer Connect. In this document wherever you see the light bulb icon after the feature name it means we delivered one of your ideas.
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Suggested Reading for all HCM Products:
- HCM Common What's New - In this What's New you will find feature that are used across applications.
- Human Resources What’s New – In the Global Human Resources section you will find features on the base application in which other application are built upon.
NOTE: Not all Global Human Resource features are available for Talent and Compensation products.
DISCLAIMER
The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
HCM Communicate provides communication teams a powerful way to create, target and track company communications sent to employees. The product allows teams to granularly target communications to their employees, as well as retarget future communications based on employee engagement. HCM Communicate provides an intuitive templated WYSWYG content creator that allows communication teams to quickly create engaging content. The system allows communication teams to send out communication on behalf of others in the organization. HCM Communicate provides a robust toolkit that allows organizations to engage effectively with their employees. HCM Communicate requires a subscription to Fusion HCM Communicate Cloud Service. Customers must first subscribe to this service prior to using HCM Communicate.
View Campaign Response Details
View all the responses and various attributes for each respondent of a Get Response campaign by clicking on the new View Response Details action. As a campaign manager, when you set up the Get Response campaign, you decide how much information you want to see about the responses after the campaign runs. For example, give yourself the access to view all the details about each respondent and their response or keep the responses anonymous and only access a summary of the responses.
Reach Employees Using Alternative Contact Details
Add email addresses and phone numbers for employees that don’t have work contact details, so you can contact them for HCM Communicate campaigns. Campaign admins can set up these contact details for each communication team, which means your campaign can now reach employees that don’t have a work email or work mobile phone number. You can use this feature by enabling a profile option, which also gives you the ability to set a preference order for contacting employees.
Access a detailed list of the employees targeted by a General or Get Response campaign to gain a deeper understanding of the audience. You can now look at this info:
- Employee names
- Business units
- Work locations
- Work email addresses
- Work mobile phone numbers
Previously, as a campaign manager, you could see a breakdown of a selected audience by worker location and business unit.
View Email and SMS Delivery Details
View specific delivery information for any email or SMS communication within a campaign by clicking on the new View Delivery Details action. You can view a list of recipients who received the communication, along with their delivery status, and for emails, whether the recipients opened or clicked them. Use this feature to track the success of a communication and follow up with recipients who haven’t received or engaged with the communication.
Create long running General and Get Response campaigns to target newly eligible employees for the specified campaign audience criteria. The application automatically identifies employees who meet the criteria and adjusts the audience over time, which allows the campaign communications to reach employees who become eligible for the campaign.
Oracle Grow, a part of the Oracle ME employee experience platform, combines learning, skill development, and career mobility to drive individual and organizational success. It brings together all the elements that your employees need to excel in their current roles and for career growth including learning, skill development, gigs to develop competence and expertise.
Oracle Grow is a brand new, unified talent experience that brings together learning, skills development, and career mobility. Grow processes your employee's data and delivers the most relevant learning recommendations and development opportunities to each individual. Grow provides your employees with everything they need to excel in their current role and achieve future aspirations. Grow provides employees:
- Hyper-personalized learning, skills, and development journey recommendations to excel in their role, as well as to grow in their career, based on their growth preferences.
- The ability to discover development resources, such as, skills, learning, and development journeys, that are popular with others.
- The ability to specify growth preferences through skills, learning topics, careers of interest etc. that drive the personalized recommendation feeds.
Oracle Human Resources Help Desk is a native engagement solution that provides robust HR case management capabilities, leading to a superior HR service experience. This application covers all aspects related to service request management for workers, managers, and HR Help Desk agents.
Use Intelligent Advisor to create Help Desk requests
Help Desk administrators can now create interviews using Intelligent Advisor to collect the necessary information from users who are creating a help desk request. Integrating with Intelligent Advisor allows decisions to be made on what information to collect, based on answers previously provided, and can be as simple or as complex as necessary for the particular situation. Note that Intelligent Advisor is licensed separately. When using Intelligent Advisor, the "Create by Interview" action can be given as an option to agents and can be the default method of opening a help desk request for employees.
The list of Smart Actions that are shown in the Action Bar can be customized to add new actions or remove standard actions that are not needed. This allows Help Desk agents to only be presented the Smart Actions that are relevant to your business processes
Lookup an Employee and View the Employee's Existing Requests
Help Desk in the Redwood experience now provides a page to search for an employee and then drill into an employee service summary page that includes basic information about the employee along with a list of the five most recently created requests. The information on the page, such as email address or manager's name, can also be used to confirm a caller's identity. This enables agents to be able to search for an employee using name or email address and view the list of open requests so that an existing request can be found without needing an additional search, while still honoring the agent's permissions. The information on the summary page, such as email address or manager's name, can also be used to confirm a caller's identity.
Perform Mass Updates to Help Desk Requests in the Redwood User Experience
Help Desk agents can now use the list page in the Redwood Experience to perform updates to multiple help desk requests concurrently for select fields. Mass updates can be completed for either Internal Service Request or HR Help Desk Requests, saving agents time and effort when multiple help desk request statuses need to be updated at once, a reassignment needs to be done, or an update is needed to other commonly used fields.
Service Workflow and Automation
Notify All Members Of A Queue For Help Desk Related Events
Notifications can now be sent to all members of a queue for Help Desk related events. When a notification event is defined, you can now identify all members of a queue as recipients of the notification.
Transactional Business Intelligence Enterprise for Oracle Me
Oracle Transactional Business Intelligence is a real time, self service reporting solution offered to all Oracle® Cloud application users to create ad hoc reports and analyze them for daily decision-making. Oracle Transactional Business Intelligence provides human resources managers and specialists, business executives, and line managers the critical workforce information to analyze workforce costs, staffing, compensation, performance management, talent management, succession planning, and employee benefits. Don’t want to start from scratch building a report or analytics? Check out the library of sample reports for all products on Customer Connect on the Report Sharing Center.
Analyze Conversations in Internal Help Desk
An agent can start an internal conversation with her fellow agents (or subject matter experts) to assist her in resolving a help desk request, through various channels. Managers and agents can gain insights into the extent of collaboration happening via internal conversations during the course of resolving a help desk request. In-depth analysis supported by key metrics such as counts of incoming/outgoing conversation messages, conversation recipients help managers are possible at the level of each help desk request, if required. A new subject area, "Help Desk - Internal Service Request Conversation Messages Real Time" has been added.
Analyze HR Help Desk Performance for Affected Parties
An HR Help Desk Request may be filed on behalf of an affected party who is not the primary point of contact of the request. Visibility into the affected party's details such as name, department, location, job title, and other key attributes will help pinpoint the specific employee groups, locations or positions where issues have been occurring and suitable remedial actions may be planned based on the analyses. A new folder called 'HR Service Request Affected Party' exposing key attributes of the Affected Party has been added to the 'Help Desk - HR Service Requests Real Time' subject area.
Gain Deeper Insights into Help Desk Performance with New Subject Areas
Your employee help desk requests often need to be routed to multiple agents, who are on the resource team of various queues. Managers would like to gain insights into service delivery performance in the context of agents being part of a queue. The subject area can be used in conjunction with other help desk subject areas to obtain these insights.
Two subject areas are provided to fulfill the analysis needs:
1. Help Desk - HR Help Desk Queue Resources Real Time
2. Help Desk - Internal Help Desk Queue Resources Real Time.
Gain Visibility into Help Desk Milestone Attainment and Knowledge Article Usage
Analyses built using these new subject areas enable managers to gain visibility into service request milestone target completions and compliance. Other areas of analysis include knowledge article usage in requests and their influence on issue resolution as well as HR Help Desk requests involving affected parties.
- Help Desk - HR Service Request Summary
- Help Desk - Internal Service Request Summary