November Maintenance Pack for 22D
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 |
|---|---|---|---|
| 27 OCT 2022 |
Service Request Management |
Adaptive Intelligence for Service - SR Classification | Updated document. Delivered new feature in update 22D. |
| 27 OCT 2022 | Service Request Management |
Service Center in the Redwood Experience is Available Upon Request | Updated document. Delivered new feature in update 22D. |
| 06 OCT 2022 | Created initial document. |
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com.
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.
Service Center in the Redwood Experience is Available Upon Request
Service Center in the Redwood user experience is now available upon request for customers in selected data centers. The new Service Center is a completely redesigned agent experience allowing you to manage service issues and engage with customers and fellow employees using a modern, conversational user interface. Designed with the new Redwood Design System and Visual Builder Studio, every element in the design has been reimagined with simpler, modern design elements to make it easier than ever to support your customers.
The new Service Center user experience enhances many existing features and introduces brand new capabilities including:
- Adaptive search provides an easy to use search to find the right records, including saved searches.
- The service request activity stream interweaves all important SR updates including field edits, customer messages, internal conversations, and interactions into a single timeline.
- More easily manage service requests with an easier to read layout of customer and internal conversations.
- The Action Bar allows agents to quickly access actions without the need to navigate buttons and menus.
- The Pending Items and Recommendation region helps users access recommended knowledge and follow prescribed best practice steps in an action plan.
- Quickly access knowledge management with the option to leverage separate browser tabs to research multiple articles at once.
- Reduce clicks and overall effort with productivity boosters such as drag and drop of attachments, solo actions, next record navigation, and fewer pages.
- Collaborate with the new Conversation framework to instantly communicate with other members of your organization.
If your organization is interested in enabling the Redwood experience, submit a service request to Oracle Support or contact your Customer Success Manager.
Adaptive Intelligence for Service - SR Classification
SR Classification uses AI/ML to predict and label your email-created service requests (SRs) with the correct service category and product. Your agents don't need to spend time anymore reading through service emails to decide what category an SR belongs or the product it maps to. With these key attributes automatically stamped at the time of creation, the SR is assigned to the correct queue and agent, avoiding subsequent queue/agent transfers and the attendant delays in resolution. As you keep using the feature, the system trains itself to get progressively better, resulting in improved prediction accuracy and the resultant exponential benefits.
New Extensibility Options to Support Case Automation
Your Visual Builder developers can use new extensibility options to create unique automation workflows in the Create Case page and Case Details page. For example, developers can use case variables and events that automatically initiate a specific action or action plan when the case is created or updated. You can also extend and refresh all dynamic containers on the page related to action plans that have been updated through the automation.
Create and Manage Cases for Your Help Desk
You can now create cases that support help desk workflows like grievances, disciplinary actions, investigations, escalations, exceptions and collaborations. Cases can be created automatically from your help desk action plans allowing cases to be part of any help desk request workflow. In addition, cases can be related to help desk requests for easy updates and communications between the request and the case.
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 |
|---|---|---|---|
| 27 OCT 2022 |
Service Request Management |
Accomplish More with the Service Request Overview Page in Redwood | Updated document. Delivered new feature in update 22D. |
| 27 OCT 2022 |
Service Request Management |
Manage Service Work Orders from Service Request Foldout Panel | Updated document. Delivered new feature in update 22D. |
| 27 OCT 2022 | Service Request Management |
Manage the Service Request List Results in Redwood | Updated document. Delivered new feature in update 22D. |
| 08 SEP 2022 | Created initial document. |
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com.
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.
Assess and Update Cases Using Intelligent Advisor Interviews
You can now assess and update your cases using expert guidance from Intelligent Advisor interviews, ensuring critical questions are answered and next-best actions are taken.
Easily Copy Attachments Using Action Plan Actions
Action Plan administrators can now choose to copy all attachments when defining an action plan action. An action with this option set will copy all the attachments from the parent object onto the new object that's created by the action. This feature fosters better collaboration and escalations by simplifying and accelerating document-based action plan workflows.
Manage Action Plans Through an Intuitive and Interactive Diagram
Users can now view and interact with action plans in an intuitive, interactive diagram. This easy-to-read interface complements the existing table-based view of action plans in all Redwood applications, including Cases, Service Requests, and Help Desk Requests.
Access the Action Bar in Redwood User Experience Using a Keyboard Shortcut
Use the keyboard shortcut Alt+A for PC and Control+A for Mac to put focus on the Action Bar. This keyboard shortcut works on the Case Management and Service Request pages in your Redwood User Experience Service Center application, wherever the Action Bar is available.
Manage the Service Request List Results in Redwood
Manage the display of the search results on the Service Request list page in your Redwood Service Center application. Use the ready-to-use saved searches, or create your own default custom saved searches. Add multiple filters to narrow down your search results. Administrators can create saved searches for all users and for specific roles, such as service managers and service representatives. The Service Request list page also lets you create a new service request record, group service requests by available attributes, export the list of service request records to a file, and perform actions like assigning the service request to yourself.
Manage Service Work Orders from Service Request Foldout Panel
You can now see open work orders in the work order panel when viewing the service request fold out view in the Redwood UI. You can also open a specific work order to view details or open the service request detail page to view all associated work orders.
Accomplish More with the Service Request Overview Page in Redwood
The Service Request Overview page in Redwood Service Center now lets you accomplish more work quickly with these usability improvements:
- Click-to-dial any contact associated with the service request using the Show Contacts action, and then select any displayed contact phone number.
- When you navigate to a Service Request Overview page from the Similar Service Request Results list page, the Service Request Overview page header displays options to link the two SRs together, or mark the matched service request as not relevant. Also, a back arrow on the page navigates you back to the Similar Service Request Results list page.
- When you compose an email and attach a file to the email, you can drag and drop multiple files into the email.
- When you navigate to the Service Request Details page, the Summary section fields are immediately editable. This lets you save time and avoids the need to switch from the read-only state.
Notify Agents of Missed Customer-Initiated Chats
Agents are now notified when they miss a customer-initiated chat. The notification persists until dismissed by the agent. If the missed chat is from a known contact, then the agent can drill down into the contact record. There is no drill down when the contact is not known. If the missed chat is for a Service Request, then the agent can also drill down into the Service Request record.
Decide Which Related Objects to Purge When You Purge Contacts
You can determine whether you want to purge associated Service Requests and related objects when a contact is purged, to comply with General Data Protection Regulations. You can also decide to purge select objects, such as Service Request messages.
Enable System Access Groups for Service Work Orders
You can now use system access groups and predefined rules to support service work order data security for your users. Every standard job role provided by Oracle has a corresponding system access group. The predefined object-sharing rules assigned to each system access group provide the same access to service work order data as provided by the standard job roles.
Enable Near Real-Time Updates for Work Order Access Groups
You can access service work orders that are secured using access groups in near real-time. When a service work order is created or updated, users can access the new or updated service work order immediately.