November Maintenance Pack for 22D

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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Human Resources Help Desk

HR Help Desk

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.

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:

• 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.

• 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.

• 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.

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.

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.

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.

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.