Update 23D

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Overview

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Service Center

Service Request Management

Order Parts from the Service Request

In the Redwood experience, part ordering and tracking information is now available from the service request while resolving a customer's issue. The service agent gains visibility to parts availability and pricing to help set proper expectations with the customer. The customer benefits by having more reliable parts delivery. Finally, more consistent execution improves the overall customer experience and increases the likelihood that that each customer's issue will be properly resolved by sending them the required part. The parts ordering is provided via the pre integrated connection with Service Logistics.

Allow Service Center users of the Classic user interface to participate in internal collaboration conversations

Customers who are using a combination of the Service Center Classic and Redwood user experiences now can participate in internal conversations between the two interfaces. Using a Conversations subtab on the SR in the Classic UI, users can view a list of any associated internal conversations, reply to a conversation and start a new conversation. For users who are on the Classic user experience, collaboration messages can now be used as a substitute for SR Messages of type Forward.

Advanced Asset Search for Service Center

Search for assets on a service request or work order using advanced search capabilities, including type ahead search and removable filters. Agents now have the ability to select an asset before associating an account or contact to the service request, and selection of the asset will default the SR account from the asset's customer field, saving the agent time and clicks when the customer provides a serial number or other asset identifier. The search feature itself includes a more flexible and performant search with removable filters, enabling agents to always find the right asset even when it may be categorized or grouped incorrectly.

Promo Code for Redwood Service Center is No Longer Required

Deploying customers no longer need to enter a promo code to enable the Redwood user interface for Service Center. Existing customers can effectively use the Redwood user interface in conjunction with the classic user interface. Redwood was designed to easily co-exist with the classic user interface so organizations can operate with a mix of users on the different UIs.

View Contact Profiles within the Service Console

A new service-oriented contact details page can be displayed within the Service Center console. This enables service agents to view customer information within the Service Console's set of in-app tabs while conducting live interactions. The default layout of the service contact page displays a contact's recent service requests, interactions and owned assets.

Changing the deep link to account, contact, lead, and opportunity with a single step in Visual Builder Studio

This feature allows system implementers to extend the Fusion Service Center, Case Management, and Work Order deep links to navigate to alternate pages with a single step in Visual Builder Studio. Example of the standard links that can be changed include the hyperlinks to Account Detail, Contact Details, Create Account, Lead Detail, Opportunity Detail, Create Contact, Create Lead, and Create Opportunity . Extensible Navigation provides a variable so that system implementers can change the standard navigation to a custom page without needing to apply similar configurations across multiple pages and field templates. Also, it provides a standardized navigation across Service applications.

Before changing the deep link to Account, Contact, Lead, and Opportunity, understand that the standard flow will navigate to pages in the Fusion Sales application. For the Contact object, the standard link in Fusion Service pages navigate to the Service Contact page, which provides a Service-specific layout.

A single code experience blends MCA and UI Events Framework in a single framework

UI Events Framework (UIEF) is a library that allows third party applications to interact with Service Center at the UI level. The framework can listen to events generated from Service Center or from an embedded third-party UI and then perform actions in response to these events. UIEF has now been expanded to also support the MCA (Multi Channel Architecture) events thereby creating a single code experience for implementers that want to integrate live channels and perform other types of UI automation. Now UIEF provides a single framework that can be used across multi-channel and other bi-directional UI event requirements

Service Center in the Redwood UI

Use Faceted Filters in the Search Bar for Service Center SR List Pages

Experience an enhanced and intuitive design of the Search Bar on the Service Request list pages where you can now see and use filter chips and clicking on them brings up filter facets. This makes the searching and filtering data much easier.

Enable Creating and Viewing an Audit Trail for Child Records of Service Requests

In the Redwood user interface, you can view an audit trail of changes made to the service request child records, such as contacts and attachments. By default, only certain fields of the Service Request object are audited. If you want more fields to be audited, you must add them through Setup and Maintenance. Audit information can be accessed from the activity feed page of the service request record.

Mark a Service Request Message as Containing Personal Information and Provide Ability to Edit those Messages in the Classic UI

Any service user can mark a service request message as containing personal information if the necessary privileges and profile options are enabled in the Classic UI. The editable checkbox appears in the messages UI:

• If the user has been granted the SVC_EDIT_SR_MESSAGE_HEADERS_PRIV privilege
• Or if the ORA_SVC_SR_MESSAGE_PII_EDIT_ENABLED profile option is set to Yes and if the PII field has been exposed by setting the ORA_SVC_SHOW_ADDITIONAL_FIELDS_IN_MESSAGES profile option's value to PII
• Or Both.

Additionally, you can grant specific users a special privilege, SVC_EDIT_SR_MESSAGES_PRIV, to allow them to edit a message to remove the personal information, even if a different user composed the original message.

Enable Similar Service Request and SR Classification Tasks in Service Center Administration Launch Page

The Service Center Administration page enables users that perform functional setup and configuration to access setup functionality from a simplified and easy to use launch page. Now, frequent setup tasks can be accomplished without needing to enter the Setup & Maintenance application. As of this release, you will now have access to a new Service Adaptive Intelligence card which contains the Similar Service Request and SR Classification setup and configuration tasks if you have the appropriate privileges.

Service Center in the Classic UI

Control Editing Permissions on SR Messages

Control users' permissions to modify SR message attributes after sending and also limit the number of characters in a service request message.  Administrators can now enable users to modify any standard or custom attribute on an already posted SR message, except for the message content.  Additionally, administrators can also specify the maximum number of characters allowed in the message content, with the default being 32 million characters. 

Configure the Display of SR messages in the Classic UI

The Service Request messages view in the Classic UI has been enhanced for better ease of use. If the service agent has scrolled to a specific position in the SR message list, that scroll position is maintained if the user clicks away to a different SR subtab and then returns. The number of messages that is displayed at a time and the default display behavior (expanded or collapsed) is now configurable through a system-wide setting. There is a Load More link available at the top of the messages tab if there are more messages available to load. As you scroll down the list of messages to view, the left and right hand panels remains in place. Lastly, when composing a service request message, if there is only one channel available for the channel type, it will automatically be populated after selecting the channel type.

View Other Enhancements to the Classic Service Request User Interface

The Service Request Classic UI has been enhanced for better ease of use.

• The Product Search pop-up now allows for a Contains filter option to improve the search functionality. You must provide a minimum of 3 characters when using the Contains search filter.
• The ability to display the calculated value of Time Remaining to contain a precision of 2 time units is now configurable through a system-wide setting.
• A refresh icon or refresh button has been included in some of the Service Request sub tabs such as Contacts, Teams and Messages.
• In the Service Request Summary tab, there is an attachments counter to indicate how many attachments has been added to the service request.
• When configuring the message subtype values, the default display of these message subtype values will be alphabetical unless a display sequence has been added in the messages subtype administration screen.

Omnichannel Framework

Chat Input and Message Failure Indicator Changes

The Redwood user experience for chat conferencing allows multiple agents to interact with customers while conversing. Once in a conference, agents participating will be able to chat with the customer and also be able to send internal messages that will not be visible to the customer. This collaboration feature and other chat input field improvements enhance the agent experience, including new formatting tools.

The enhanced Redwood UI will provide agents an indicator on active chat tabs that are not in focus when new messages have been received on active chat sessions.

Chat Agent Direct Transfer to Another Chat Agent or Change the Lead Role to Another Agent

Chat transfer to agents extends the current transfer-to-queue capability by providing the ability for an agent to transfer directly to a specific agent. A warm transfer allows both agent parties to conference with the customer to ensure a proper hand-off is provided, allowing the agent to set the context for the agent and ensure a seamless hand-off.

Fusion Queue Dashboard Changes

We have made some changes to the Queue Dashboard to improve performance.

A new Show Statistics checkbox has been added to the Queue page that when selected, the queue statistic information will be displayed. The Show Statistics checkbox will be deselected by default, but once selected it will remain enabled until the field is unchecked.

We have also included a default filter to only show queues that are in an Enabled state. If you wish to filter on other queue states, you can use the Query By Example filter and select the queue state value.

Service Channels

Control the Batch and Fetch Size of Emails Using the Exchange Integration

As part of the Microsoft Exchange integration, deploying companies can now control the batch and fetch size of emails in the Exchange email inbox.

Service Analytics

Drill Down to a Detail Report from a Custom Infolet

In the Redwood user interface, Customer Service managers, Help Desk managers and agents can drill down on custom infolets displayed on the dashboard to view detailed reports. The links between tile reports and detailed reports can be setup by administrators on behalf of the users.

Additional View Objects for Service and Help Desk Data Extraction

The new Business Intelligence (BI) Cloud Connector view objects let you extract data for:

• Internal Conversations
• Internal Conversation References
• Internal Conversation Messages
• Internal Conversation Recipients

You can also use this feature for high-volume data extraction into your own custom data warehouse or other targets.

Open the Service Analytics Infolets in a Separate Browser Tab from the Service Request List Page

In the Redwood user experience, you can open the service analytics infolets dashboard in a new browser window by clicking on the dashboard icon on the service request list page. This enables users to quickly access the dashboard metrics while working on the service request list.

Case Management

Create a Case from an Inbound Email

You can now enable your customers to automatically create a case by sending your organization an email. This feature enables you to begin the case intake process starting with the email channel. Once a Case has been created, case workers will have the ability to respond to that email from within the context of the Case. As case workers and the Customer correspond, all information will be captured as part of a conversation message thread.

Enhanced Case Features for Case Workers, Administrators and Developers

Case workers, administrators and developers can now leverage a variety of enhancements to several of their favorite Case Management features on the Create Case and Case Details pages.

• Primary Contact pickers now default intelligently to either customers or employees based on the stripe of the Case. Administrators can easily set the default stripe for their Cases through a profile option.
• Documents on a Case can now be categorized, previewed and secured.
• Tasks and Appointments are now summarized in the left-hand panel.
• Household addresses can be entered easily using a new address verification service.

Work Order Management

Enhancements for Linking Oracle Field Service Work Orders from the Service Center UI

Create and delete links between Oracle Field Service integrated work orders from within Service Center and use the bi-directional sync to manage those links in Oracle Field Service. Links can be used to designate rules such as one work order can't be started until another is completed, one can only be started after another has been started or two work orders must be started at the same time. You can also designate rules such as two work orders must be performed by the same or different technicians and must be performed on the same or different days. Links can be created and deleted in either Service Center or Oracle Field Service and will be kept in sync. 

• Automatic syncing of the link templates in Oracle Field Service through the automated setup process
• Viewing of the work order templates in a new Fusion Service setup and maintenance task, Manage Work Order Link Templates
• Viewing a graphical representation of the linking in the link details