February Maintenance Pack for 23A

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

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

Help Desk Request Management

Redwood Help Desk is a completely redesigned user experience where internal employees can get answers to any type of question and support agents can 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.

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 employees. The prebuilt My Help page provides a self-service experience for employees to search knowledge, view their existing help desk requests, or create new 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 Redwood Help Desk 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 Assistant 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.

Create custom channel types for Help Desk messages

You may now create custom channel types for your help desk messages. This allows for unique options or options not yet fully integrated to be selected as the channel type, to allow for accurate representation of inbound messages.

Case Management

Communicate with Your Case Team for Help Desk Cases through Email, Slack, and Microsoft Teams

Case owners can have conversations with case team members and other internal users through popular communications channels including email, Slack and Microsoft Teams, ensuring all parties are safely connected and up-to-date on the case status.

Update 23A

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

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

Help Desk Request Management

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.

Define a Primary Contact as a Recipient for Notifications to Employees

In the case of an HR Help Desk request or an internal service request, the primary point of contact on a service request is an employee. This feature lets users define the primary point of contact as a recipient of a notification (defined using Notification Preferences Manager) when a change has been made to the associated help desk request.

Integrate with Microsoft Exchange Server to Capture Inbound Emails for Service

Application administrators can now configure the Service Inbound Email setup to directly fetch emails from your Microsoft Exchange instance, rather than needing to forward messages to Oracle's cloud email address.

Updated Editor for Authoring SmartText and Composing Service Request Message

The application uses an updated version of the rich text editor when you are authoring a SmartText or composing a Service Request message. This new editor provides some new toolbar options.

Here are some of the updated toolbar options:

1. A table can be easily inserted and configured using the balloon table toolbar. After inserting the specified size of the table with the Table toolbar button further configuration can be done using the Table balloon toolbar:

• Column related actions (insert, delete, define as header column)
• Row related actions (insert, delete, define as header row)
• Merge Cells (merge and split)
• Table Properties (dimensions, border style and color, background color, alignment)
• Cell Properties (dimensions, border style and color, background color, alignment)

2. An image can be inserted easily by using the arrow down of the image button. You can also drag and drop a local file or upload it using the image button. After inserting an image further configuration can be done using the Image balloon toolbar:

• Link
• Alignment
• Wrap and break text
• Alternative text
• Caption
• Sizing

3. Links

• There is automatic linking of URLs that are typed or pasted into the editor. The default target for these links is to open it in a new browser tab.