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 | 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.
Help Desk in the Redwood Experience is Available Upon Request
Oracle's new Help Desk in the Redwood user experience is now available upon request. Inspired by Oracle's new Redwood design language and built upon the Visual Builder Studio application development environment, the Help Desk in the Redwood Experience is a secure, modern solution to better serve the needs of your employees. The Help Desk enables you to provide service to internal employees to answer questions, lend assistance with an employee task or resolve an issue for an employee. This quarter's Readiness document summarizes just a few of the many features available to employees and help desk agents through Help Desk in the Redwood Experience.
Help Desk in the Redwood Experience allows an organization to provide service to internal employees to answer questions, lend assistance with an employee task or resolve an issue for an employee. The comprehensive solution supports all steps of the help desk lifecycle including:
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The My Help page, a prebuilt set of pages within the Fusion Application that allows an employee to search knowledge and submit help desk requests. Employees can submit help desk requests about an issue or question, which is then routed and assigned to help desk resources for review and resolution. Employees can also engage with the Help Desk through the Digital Assistant embedded in Fusion applications through the prebuilt skills for knowledge and help desk requests.
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A prebuilt Help Desk Agent pageto review, respond to and resolve requests. The Agent page includes two distinct views, one for HR Help Desk Requests and another for Internal Help Desk Requests, ensuring a secure separation of sensitive HR issues from other types of issues.
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Knowledge Management enables the help desk support team to publish documents (such as FAQs and policies) to employees through a variety of interfaces including the My Help page, the Digital Assistant, and the Help Desk agent pages.
Help Desk Request Management allows support agents to manage internal requests using a modern, conversational user interface. You can use the Help Desk capability to support a variety of internal needs, such as sales support or maintenance requests.
Use automated assignment and routing to send requests to the right support team. Once assigned, help desk agents can manage their requests through a request list page that includes adaptive search, milestones, action plans, knowledge search, messaging channels, and collaboration across the enterprise.
The Help Desk Request management in the Redwood user interface 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.
- More easily manage help desk 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 agents 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.
Easily Transfer Help Desk Requests
Help Desk agents can now easily transfer service requests to load-balance their workloads, including assignment to a member of the current queue, to a specific person, or to another queue. The Transfer Service Request action provides an intuitive experience that captures relevant information from the agent including transfer reason and supporting notes, ensuring the new service requests owner has meaningful context to successfully manage the request.
Mark Your Availability for Help Desk Request Routing
It is now possible for a Help Desk agent to mark themselves as ‘available’ within the Redwood Help Desk UI, which then allow help desk requests in the user's queues to be assigned to them. A new control appears on the right hand side of the Help Desk Request pages that allow agents to set their availability on and off.
View any Employee Profile from a Help Desk Request
Agents now can see every employee contact's information from Oracle HCM based in the context of the help desk request. (Prior to 22D, the only employee for which HCM navigator was enabled was for the primary point of contact.) To improve productivity, all employees added as contacts now have an HCM navigator link similar to the summary page.
Adaptive Intelligence for Service - Help Desk Request Classification
See how SR Classification uses machine learning to predict and label your email-created HR and internal help desk requests with the correct service category and product. Your agents don't need to spend time anymore reading through service emails to decide what category to which a request belongs or the product it maps to. With the right category and product automatically stamped at the time of creation, the request 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.
Customize Your Help Desk Resolution Workflow to Your Unique Needs
Using Visual Builder Studio, you can extend the application to change the Resolution section in Edit page to include specialized fields or remove unneeded fields.
SR Lifecycle Analysis for HR and Internal Help Desk
Analyze the delays during a help desk request's lifecycle from the time it is created until it's resolved. This analysis lets you identify the factors that contribute to the overall resolution time. You can analyze causes of inefficiencies such as SR latency in queues and agents, wrong queue or resource assignments, and so on. The feature includes the following components
- Infolets that quickly identify wait times for teams and queues
- Best practice pre-built OTBI reports in the BI Catalog
- A new OTBI subject area: Help Desk - Internal Service Request Lifecycle, with industry standard metrics for building ad-hoc reports.
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.
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.
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 27 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 Workflow and Automation
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.
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.