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 |
|---|---|---|---|
| 01 AUG 2023 |
Help Desk Request Management |
Agent availability can be set in the global shell for Help Desk in the Redwood user experience |
Updated document. Delivered new feature in an update for 23C. |
| 01 AUG 2023 |
Help Desk Self-Service |
Use Intelligent Advisor to create Help Desk requests |
Updated document. Delivered new feature in an update for 23C. |
| 02 JUN 2023 | Created initial document. |
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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.
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.
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
Agent availability can be set in the global shell for Help Desk in the Redwood user experience
In the Redwood user experience, Help Desk Agents can set their availability in the global shell at the top of the browser window. This allows agents to navigate to pages in other Redwood applications without their availability status changing, thereby allowing assignment of help desk requests to continue.
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.
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
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.
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.
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.