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 |
|---|---|---|---|
| 06 OCT 2023 | Help Desk Analytics | Drill down to a detail report from a customer infolet | Newly added to the Release. |
| 06 OCT 2023 |
Case Management | Enhanced Case Features for Case Workers, Administrators and Developers | Newly added to the Release. |
| 08 SEP 2023 | Created initial document. |
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Mass Update for Related Help Desk Requests and Cases
Agents using Help Desk in the Redwood experience can select which related cases or help desk requests should be updated with the same message. This allows a mass update to multiple related requests/cases, saving time for the agent and ensuring consistent and timely communications to everyone vested in the resolution of the issue.
View Audit Log of Child Objects
When viewing the Audit Log for a Help Desk request, agents now can choose to view the audited child objects such as contacts, messages, or milestones that have been changed.
Use an Action Plan to Draft a Knowledge Article From an Internal Service Request
Administrators can now configure an Action Plan which can be used to draft a knowledge article for the Internal Help Desk. While this has been a possibility with the HR Help Desk, this functionality is now being added to the Internal Help Desk.
Copy Attachments when Copying Help Desk Requests
When copying a help desk request, agents now have the ability to choose which attachments should be copied to the new cloned request. This saves time for the agent when duplicating a request.
Personal Signatures for Agents
Help Desk Agents can now construct personal signatures that will be automatically inserted at the bottom of an email message when they begin composing the message.
Help Desk Agent Global Capacity Override
Administrators can now modify an individual Help Desk Agent's capacity to allow override of the global capacity value that has been set for all agents. This can be used to reduce the limit of work for new agents in training or to increase the capacity for a particular experienced agent, or other similar scenarios.
Analyze Internal Conversations in HR Help Desk Requests
An agent can start an internal conversation with her fellow agents (or subject matter experts) to assist her in resolving a help desk request and communicate with those other users through various channels. Managers and agents can gain insights into the extent of collaboration happening via internal conversations during the course of resolving help desk requests. In-depth analysis supported by key metrics such as counts of incoming/outgoing conversation messages and conversation recipients are possible at the level of each help desk request, if required. A new subject area, "Help Desk - HR Service Request Conversation Messages Real Time" has been added.
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.
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.
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.
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.