Service features using Redwood

Review and download a spreadsheet of all features using Redwood

B2C Intelligent Advisor

Feature	Release	Customer Action Not Required	Customer Must Take Action	Auto Enabled In
Redwood Landing Page and Search for Intelligent Advisor Hub	Update 22A	Ready to use, small scale		Does not expire

B2C Service Center

Feature	Release	Customer Action Not Required	Customer Must Take Action	Auto Enabled In
Redwood Theme for New Users on Agent Browser UI	Update 22B	Ready to use, small scale		Does not expire
Redwood Theme Icon Update	Update 21D	Ready to use, small scale		Does not expire

Digital Customer Service

Feature	Release	Customer Action Not Required	Customer Must Take Action	Auto Enabled In
Support Fusion Knowledge Management Asset in DCS Portal	Update 25B		Setup Required	Does not expire

Help Desk

Feature	Release	Customer Action Not Required	Customer Must Take Action	Auto Enabled In
Access a Help Desk Request as a Contact	Update 25D		Setup Required	Does not expire
Agent availability can be set in the global shell for Help Desk in the Redwood user experience	Update 23C		Opt In plus Setup	Does not expire
Assess, Update, and Close Help Desk Requests using Intelligent Advisor	Update 24B		Setup Required	Does not expire
Automatically Generate Summaries of Help Desk Requests with Generative AI	Update 24C		Application Composer adjustments to expose	Does not expire
Business Unit options for Oracle Digital Assistant Help Desk Skill	Update 25A		Setup Required	Does not expire
Cases shown on Employee Summary page and other UI Improvements	Update 24A		Visual Builder	Does not expire
Change Labels for Options on My Help Create Request Dropdown	Update 24C		Visual Builder	Does not expire
Classic to Next Gen HR Help Desk Migration now includes Audit History	Update 24A		Setup Required	Does not expire
Collaborate on Help Desk Requests and Cases through the use of Relationships	Update 23B	Ready to use, small scale		Does not expire
Computer Telephony Integration is Available for Help Desk in the Redwood Experience	Update 24B		Setup Required	Does not expire
Configure Primary Contact and Assignee Behavior for an Efficient Agent Experience	Update 23B		Setup Required	Does not expire
Configure Smart Navigator to Limit Options for HR Help Desk Agents	Update 24A		Visual Builder	Does not expire
Copy Attachments when Copying Help Desk Requests	Update 23D	Ready to use, small scale		Does not expire
Create a Help Desk Request from a Chat or Call Transcript	Update 25C		Setup Required	Does not expire
Create and Manage Tasks and Appointments for Help Desk Requests	Update 23B	Ready to use, small scale		Does not expire
Create custom channel types for Help Desk messages	February Maintenance Pack for 23A		Setup Required	Does not expire
Create pre-filled forms in Interviews	Update 25A	Ready to use, small scale		Does not expire
Customize Copy	Update 24C		Visual Builder	Does not expire
Customize Smart Actions	Update 23C	Ready to use, small scale		Does not expire
Enable AI Suggestions for Categories	Update 23B		Setup Required	Does not expire
Enhanced Case Features for Case Workers, Administrators and Developers	Update 23D		Setup Required	Does not expire
Enhancements to the Knowledge User Experience in Help Desk	Update 24B	Ready to use, larger scale		Does not expire
Escalation Process for Cases	Update 24C		Setup Required	Does not expire
Filter the List of Requests on the Employee UI by Contact Type	Update 25D		Setup Required	Does not expire
Generate Resolution Notes when Resolving the Help Desk Request	Update 25B		Setup Required	Does not expire
Generate Wrap-up Notes at the Conclusion of a Call or Chat	Update 25B		Setup Required	Does not expire
Help Desk Agent Global Capacity Override	Update 23D	Ready to use, small scale		Does not expire
Help Desk in the Redwood Experience is Available Upon Request	November Maintenance Pack for 22D	Ready to use, larger scale		Does not expire
Help Desk in the Redwood User Experience is Generally Available	Update 23B		Opt In plus Setup	Does not expire
Help Desk Live Chat	Update 24B		Setup Required	Does not expire
Hide Author's Name from Popular Knowledge Articles	Update 24C		Visual Builder	Does not expire
IMPORTANT ANNOUNCEMENT: Classic HR Help Desk Deprecation	Update 25B		Visual Builder	Does not expire
Improve Agent Efficiency with Keyboard Shortcuts	Update 25B		Setup Required	Does not expire
Improve Agent Efficiency with the Button Bar	Update 25B		Setup Required	Does not expire
Improved HCM Navigator	Update 24D		Setup Required	Does not expire
Include description when using Start Internal Conversation with Details	Update 25A		Visual Builder	Does not expire
Include the Generative AI summary of a Knowledge Article when sharing with the employee	Update 25B		Setup Required	Does not expire
Initiate HCM Journeys from the Help Desk	Update 24B		Setup Required	Does not expire
Interaction List Page for Help Desk	Update 24A	Ready to use, larger scale		Does not expire
Limit Actions Provided to Employees	Update 24C		Visual Builder	Does not expire
Limit Knowledge by Business Units	Update 25C		Setup Required	Does not expire
Link from Help Desk Request to Employee Summary Page	Update 25C	Ready to use, small scale		Does not expire
Lookup an Employee and View the Employee's Existing Requests	Update 23C	Ready to use, larger scale		Does not expire
Manage Work Requests with Internal Help Desk	Update 23B		Opt In plus Setup	Does not expire
Mark Your Availability for Help Desk Request Routing	November Maintenance Pack for 22D	Ready to use, small scale		Does not expire
Message Options for Greater Efficiency	Update 24D		Setup Required	Does not expire
Notify All Members Of A Queue For Help Desk Related Events	Update 23C		Setup Required	Does not expire
Perform Mass Updates to Help Desk Requests in the Redwood User Experience	Update 23C		Setup Required	Does not expire
Personal information can be manually redacted from existing messages	Update 24A		Setup Required	Does not expire
Personal Signatures for Agents	Update 23D		Setup Required	Does not expire
Reopen Help Desk Request	Update 25B		Setup Required	Does not expire
Require Agents To Provide User Entered Values When Inserting SmartText	Update 23B		Setup Required	Does not expire
Send existing attachments in messages	Update 24B	Ready to use, larger scale		Does not expire
Smart Actions are now available within Action Plans	Update 25A		Setup Required	Does not expire
Start Conversation with Details	Update 24C		Application Composer adjustments to expose	Does not expire
Suggest knowledge to employees when creating a Help Desk Request	Update 25A		Setup Required	Does not expire
Support for your sales organization with an efficient Sales Help Desk	Update 25B		Setup Required	Does not expire
Transfer from My Help Oracle Digital Assistant to a Live Chat Agent	Update 25B		Setup Required	Does not expire
Transfer Notes are also posted as an Internal Note on the Help Desk Request	Update 25B	Ready to use, small scale		Does not expire
Update Related Help Desk Requests and Cases	Update 23D	Ready to use, small scale		Does not expire
Update Work Request Status At Work Order Completion	Update 23B		Setup Required	Does not expire
Updated Redwood Theme throughout Help Desk	Update 25A	Ready to use, small scale		Does not expire
Use AI to Summarize and Resolve Cases Easily	Update 25C		Setup Required	Does not expire
Use an Action Plan to Draft a Knowledge Article From an Internal Service Request	Update 23D		Setup Required	Does not expire
Use Generative AI to create a summary in Start Conversation with Details	Update 24D		Setup Required	Does not expire
Use Help Desk Request Milestones in the Adaptive Search Framework	Update 24C		Setup Required	Does not expire
Use Help Desk to Answer Questions regarding Expense Reports	Update 23B		Setup Required	Does not expire
Use Intelligent Advisor to create Help Desk requests	Update 23C		Setup Required	Does not expire
Use new AssignTo field template to only show Resources of the Queue	Update 25A		Setup Required	Does not expire
Use Scripts to Help Migrate from Classic HR Help Desk to Help Desk in the Redwood Experience	Update 23B		Setup Required	Does not expire
Use Tags to Classify Help Desk Requests	Update 24A		Security Adjustment	Does not expire
View Audit Log of Child Objects	Update 23D		Setup Required	Does not expire
View the Audit Log for a Help Desk Request	Update 23B		Setup Required	Does not expire

Intelligent Advisor

Feature	Release	Customer Action Not Required	Customer Must Take Action	Auto Enabled In
Configurable Question Position for Redwood Theme Interviews	Update 23D	Ready to use, larger scale		Does not expire

Knowledge Management

Feature	Release	Customer Action Not Required	Customer Must Take Action	Auto Enabled In
Add files and images to knowledge articles	Update 25B	Ready to use, larger scale		Does not expire
Authoring with the Redwood Experience	Update 23B		Opt In plus Setup	Does not expire
Dates and numbers in knowledge articles	Update 26A		Setup Required	Does not expire
Extend Knowledge Management Fragments	Update 25A		Visual Builder	Does not expire
Knowledge Filters in My Knowledge	Update 23C	Ready to use, small scale		Does not expire
Knowledge Management Business Unit Support	Update 24C		Setup Required	Does not expire
Listen for article lifecycle events in Knowledge Authoring	Update 26A		Visual Builder	Does not expire
Mass update products, categories and user groups	Update 25C	Ready to use, larger scale		Does not expire
My Knowledge with the Redwood User Experience	Update 23B	Ready to use, larger scale		Does not expire
Question Answering in My Knowledge	Update 25C		Setup Required	Does not expire
Redwood knowledge in the context of service requests	Update 23B	Ready to use, larger scale		Does not expire
Updated Editor for Authoring	Update 23B	Ready to use, small scale		Does not expire
View articles with the same product or category	Update 25C	Ready to use, small scale		Does not expire

Oracle Fusion Field Service

Feature	Release	Customer Action Not Required	Customer Must Take Action	Auto Enabled In
Applications Page in Redwood Theme	Update 21D	Ready to use, small scale		Does not expire
Assignment Assistant Usability Improvements	Update 22C	Ready to use, small scale		Does not expire
Booking Availability User Experience Enhancement	Update 24D	Ready to use, small scale		Does not expire
Bulk-Transfer Forms and Plug-Ins	Update 22A	Ready to use, small scale		Does not expire
Chat Group Restriction	Update 24B		Setup Required	Does not expire
Collaboration Image Interaction Enhancements	Update 24D	Ready to use, small scale		Does not expire
Display Configuration UI Improvements	Update 24B	Ready to use, small scale		Does not expire
Improvements for Login Policies: Redwood Theme, Security, SSO Configuration	Update 22B	Ready to use, small scale		Does not expire
Landing Page Improvements	Update 22B	Ready to use, small scale		Does not expire
LLM Knowledge Search with GenAI Summarization	Update 24C		Setup Required	Does not expire
Modern Redwood Style for Core Application	Update 22B	Ready to use, small scale		Does not expire
New Redwood Styles for Configuration Screens	Update 22D	Ready to use, small scale		Does not expire
Quota and Capacity Management Enhancements	Update 24D	Ready to use, small scale		Does not expire
Redwood Design for Debriefing Plug-In	Update 23A	Ready to use, small scale		Does not expire
Redwood Style for Activity and Inventory Types Pages	Update 22C	Ready to use, small scale		Does not expire
Redwood Style for Applications Page	Update 22C	Ready to use, small scale		Does not expire
Redwood Style for Check boxes and Radio Buttons	Update 21D	Ready to use, small scale		Does not expire
Redwood Style for Dashboards Page	Update 22C	Ready to use, small scale		Does not expire
Redwood Style for Dispatch Console	Update 22C	Ready to use, small scale		Does not expire
Redwood Style for Filters, Capacity Categories, and Link Templates Configuration Pages	Update 23A	Ready to use, small scale		Does not expire
Redwood Styles in Resource Info and Location Pages	Update 23C	Ready to use, small scale		Does not expire
Redwood Styles in Statistics Configuration	Update 23A	Ready to use, small scale		Does not expire
Resource Info Work Zones Tile UX	Update 23B	Ready to use, small scale		Does not expire
Standard Plug-Ins and Improved User Experience of Plug-Ins	Update 23A	Ready to use, small scale		Does not expire
Support of Date Ranges for Temporary Resource Location	Update 23C	Ready to use, small scale		Does not expire
Support of Warehouse for Activity Related Operations	Update 24A		Setup Required	Does not expire
User Experience Improvements in Applications Page Based on Redwood Theme	Update 22B	Ready to use, small scale		Does not expire

Service Center

Feature	Release	Customer Action Not Required	Customer Must Take Action	Auto Enabled In
"Cancel" Button renamed to "Reset" on Redwood Service Request Edit Page	Update 25B	Ready to use, small scale		Does not expire
A single code experience blends MCA and UI Events Framework in a single framework	Update 23D	Ready to use, larger scale		Does not expire
A single select menu to select Chat and Service Request availability	Update 26A	Ready to use, larger scale		Does not expire
Ability for Redwood Agents and End Users to Add Attachments to their Chat Conversations	Update 24B		REST APIs	Does not expire
Ability to configure screen pop pages for chat or phone calls	Update 25A		Setup Required	Does not expire
Ability to view and associate related objects to conversation messages	Update 25C		Setup Required	Does not expire
Accelerate User Actions Using SmartActions in Action Plans	Update 24C		Setup Required	Does not expire
Access the Action Bar in Redwood User Experience Using a Keyboard Shortcut	Update 22D	Ready to use, small scale		Does not expire
Accomplish More with the Service Request Overview Page in Redwood	Update 22D	Ready to use, small scale		Does not expire
Adaptive Search for Service Profiles	Update 24B	Ready to use, larger scale		Does not expire
Add Relationships Between Service Requests	Update 22C	Ready to use, small scale		Does not expire
Advanced Asset Search for Service Center	Update 23D	Ready to use, larger scale		Does not expire
AI Assist and AI Overview UI Extensibility	Update 25C		Visual Builder	Does not expire
Allow Service agents to create their personal signature	Update 23C		Setup Required	Does not expire
Allow Service Center users of the Classic user interface to participate in internal collaboration conversations	Update 23D		Application Composer adjustments to expose	Does not expire
Allow telephony partners to enable call transcript	Update 24C		Setup Required	Does not expire
Assess and Update Cases Using Intelligent Advisor Interviews	Update 22D		Setup Required	Does not expire
Asset Details for Redwood Service Center	Update 24B	Ready to use, larger scale		Does not expire
Assist agent phone communications with call suggestions	Update 25A		Service Request Required	Does not expire
Auto-generate SR summaries for improved agent efficiency and manager convenience	Update 24A		Service Request Required	Does not expire
Automatic Expansion of Service Request Messages in the Redwood Service Center	Update 25D		Setup Required	Does not expire
Capture the Application Interface Type, Application Classification, and contextual data for real-time interactions	Update 25A	Ready to use, small scale		Does not expire
Change Asset Addresses and View Additional Subscription Details	Update 25D	Ready to use, small scale		Does not expire
Change the Activity Stream Sort Order on the Service Request Details Page	Update 26A	Ready to use, small scale		Does not expire
Changing the deep link to account, contact, lead, and opportunity with a single step in Visual Builder Studio	Update 23D		Visual Builder	Does not expire
Chat Input and Message Failure Indicator Changes	Update 23D	Ready to use, small scale		Does not expire
Collaborate on Cases Efficiently Through Messaging and Relationships	Update 22C	Ready to use, small scale		Does not expire
Configurable Filtered LOV in Service	Update 25D		Visual Builder	Does not expire
Configure custom drill-down paths from the SR list	Update 23B		Setup Required	Does not expire
Configure Service Request Details button in Redwood Service Request foldout panel	Update 25B		Setup Required	Does not expire
Configure the Action Bar for Optimized Suggestions and Hints	Update 23B		Setup Required	Does not expire
Contact selection when multiple matching records are found	Update 25C	Ready to use, small scale		Does not expire
Convenient Action Buttons for Your Favorite Case Actions	Update 26A	Ready to use, small scale		Does not expire
Create a Draft Field Service Work Order	Update 25C		Setup Required	Does not expire
Create a work order from a service profile	Update 25A	Ready to use, small scale		Does not expire
Create and Assign Tasks and Appointments for Case Team Members	Update 22C	Ready to use, small scale		Does not expire
Create and manage Work Orders from Service Center Console	Update 25B	Ready to use, larger scale		Does not expire
Create Bi-Directional Event Communications using the UI Events Framework	Update 23A		Setup Required	Does not expire
Create Cases Accurately Using Intelligent Advisor Interviews	Update 22C		Setup Required	Does not expire
Create new pages using SR Edit Fields Fragment	Update 24A		Visual Builder	Does not expire
Create new pages using the Service Request Create fragment	Update 23C	Ready to use, small scale		Does not expire
Create Work Orders for Internal Assets	Update 25D		Setup Required	Does not expire
Creation of a Service Request or other Business Object from a Chat or Call	Update 25C	Ready to use, small scale		Does not expire
Creation of a Service Request or other business object from an ongoing chat or call	Update 25B	Ready to use, small scale		Does not expire
Custom Smart Actions for Service Contact Page	Update 26A		Visual Builder	Does not expire
Customizable Columns in the “My Open Service Requests” Dashboard on the Service Home Page	Update 26A		Visual Builder	Does not expire
CX Service Action Chain: Sentiment Analysis	Update 25D		Visual Builder	Does not expire
Default SR Details Page for Fusion Service Reps in the Redwood Service Center	Update 25D		Setup Required	Does not expire
Default the dynamic link in email notifications to control navigation to either the Redwood or Classic user interface	Update 25B		Setup Required	Does not expire
Default the Service Request number and title in the subject line when composing a new email.	Update 23B	Ready to use, small scale		Does not expire
Define a Dynamic Link in an Email Notification that Navigates to Either Redwood or Classic UI Based on User Privileges	Update 26A		Setup Required	Does not expire
Deliver Outbound Service Emails through Microsoft Exchange	Update 26A		Setup Required	Does not expire
Display Date and Timestamp for the Activity Stream Entries in the Redwood Service Center UI	Update 26A	Ready to use, small scale		Does not expire
Display Knowledge Article Names as Links While Composing Messages in the Redwood Service Center	Update 25D	Ready to use, small scale		Does not expire
Display Service Request activity data without live feed	Update 23C	Ready to use, small scale		Does not expire
Display the telephony media toolbar in a floating browser window	Update 23B	Ready to use, small scale		Does not expire
Drill Down to a Detail Report from a Custom Infolet	Update 23D		Setup Required	Does not expire
Easily Copy Attachments Using Action Plan Actions	Update 22D	Ready to use, small scale		Does not expire
Easily Insert Existing Service Request Attachments Into a New Message	Update 24C	Ready to use, small scale		Does not expire
Easily Resolve Cases with the Resolve Smart Action	Update 25B	Ready to use, small scale		Does not expire
Edit Relationships Between Service Requests in Service Classic UI	Update 23A	Ready to use, small scale		Does not expire
Enable 'Get Field Value' within action chains in the Service Center	Update 24D		Visual Builder	Does not expire
Enable 'Save' within action chains in the Service Center	Update 24D		Visual Builder	Does not expire
Enable 'Set Field Value' within action chains in the Service Center	Update 24D		Visual Builder	Does not expire
Enable agents to make themselves available for phone calls and chat from the global header	Update 23C		Setup Required	Does not expire
Enable Creating and Viewing an Audit Trail for Child Records of Service Requests	Update 23D		Setup Required	Does not expire
Enable Creating and Viewing an Audit Trail for Service Requests	Update 23B		Setup Required	Does not expire
Enable Save As Draft when Composing Web Message in Redwood UI	Update 25C	Ready to use, small scale		Does not expire
Enhance the Product Selection for a Service Request in the Redwood Service Center	Update 25D	Ready to use, small scale		Does not expire
Enhance the Service Agent experience with the new SR Details Page design	Update 25C		Setup Required	Does not expire
Enhanced Activity Stream Message Filtering	Update 26A		Visual Builder	Does not expire
Enhanced Bi-Directional Event Communications using the UI Events Framework	Update 23B	Ready to use, larger scale		Does not expire
Enhanced Case Features for Case Workers, Administrators and Developers	Update 23D		Setup Required	Does not expire
Enhanced Case Note Management with SmartText, Edit and Delete Options	Update 24D		Setup Required	Does not expire
Enhanced Management of Case Households	Update 23B	Ready to use, small scale		Does not expire
Enhanced Security for Case Management Data	Update 24A		Setup Required	Does not expire
Enhanced Service Contact Page Layout Flexibility	Update 26A		Visual Builder	Does not expire
Enhancements for Linking Oracle Field Service Work Orders from the Service Center UI	Update 23D	Ready to use, larger scale		Does not expire
Enhancements to Copying and Deleting Service Request Attachments in the Redwood UI	Update 24B		Setup Required	Does not expire
Enhancements to CX Service Request Create fragment	Update 25A		Setup Required	Does not expire
Enhancements to Service Analytics Dashboard Framework	Update 24D	Ready to use, small scale		Does not expire
Enhancements to Service Contact Page extensibility	Update 25A	Ready to use, small scale		Does not expire
Extend Audit Default Date Range to 90 Days with 1-Year Maximum Option in the Redwood Service Center	Update 25D	Ready to use, small scale		Does not expire
Extend Service Request Messages in the Redwood User Experience	Update 24A		Visual Builder	Does not expire
Extend standard service center pickers & Create custom smart action to open an external application	Update 23C	Ready to use, small scale		Does not expire
Extend the Actions in Redwood Service Center Home Page	Update 25B		Setup Required	Does not expire
Extensible navigation enhancement	Update 25A		Setup Required	Does not expire
Filtered Queue and Agent Transfer and Conference Lists	Update 24A	Ready to use, small scale		Does not expire
Find results using partial terms or separators in phone number and PUID fields in Adaptive Search	Update 25C		Setup Required	Does not expire
Generative AI features in Service available out-of-box	Update 25D	Ready to use, larger scale		Does not expire
Global Function for AI Agent Integration in Oracle Fusion Service	Update 26A		Setup Required	Does not expire
Hide previous responses from the conversation replies in Service Center and Help Desk	Update 26A		Setup Required	Does not expire
Hide previous responses when viewing a customer reply in Service Center or Help Desk	Update 25C		Setup Required	Does not expire
Human-in-the-Loop: Review and Share AI Recommendations Effectively	Update 25C		Setup Required	Does not expire
Identify the object view mode using the UI Events Framework	Update 23C	Ready to use, small scale		Does not expire
IMPORTANT ANNOUNCEMENT - END OF LIFE NOTICE: Classic Sales and Service Experience in Fusion	Update 26A		Setup Required	Does not expire
Improve the Agent experience for phone and chat by extending the Contact Verification UI	Update 24C		Setup Required	Does not expire
Improve the agent experience for phone by enhancing the information displayed in the header	Update 24D		Visual Builder	Does not expire
Improve the relevance of knowledge search and recommendations on Service Requests by including Business Unit context	Update 25B	Ready to use, small scale		Does not expire
Improve the User Experience by Extending the Wrap Up UI	Update 23A		Application Composer adjustments to expose	Does not expire
Improved knowledge search by passing Service Request Problem Description	Update 25A	Ready to use, small scale		Does not expire
Improved navigation support from infolets on KPI and custom dashboards	Update 25D	Ready to use, small scale		Does not expire
Improvements to manage Agents presence in Classic and Redwood	Update 24B		Opt In	Does not expire
Introducing AI Agent for Sending Sales and Service Notifications	Update 25D		Setup Required	Does not expire
KPI Dashboards for Service Agents and Managers	Update 24C	Ready to use, small scale		Does not expire
Leverage UEF client-side library to implicitly create interactions	Update 24A		Visual Builder	Does not expire
Link Oracle Field Service Work Orders in Fusion Service	Update 23B	Ready to use, larger scale		Does not expire
Maintain agent presence when they navigate between the Redwood and Classic user experiences	Update 24C		Setup Required	Does not expire
Manage Action Plans Through an Intuitive and Interactive Diagram	Update 22D	Ready to use, small scale		Does not expire
Manage actions that are exposed to users in the Action Bar	Update 24A		Visual Builder	Does not expire
Manage Cases Efficiently Using the Action Bar	Update 22C	Ready to use, small scale		Does not expire
Manage Multiple Contacts and Resources for Tasks and Appointments	Update 23A	Ready to use, small scale		Does not expire
Manage Multiple Contacts and Resources for Tasks and Appointments in the Redwood Experience	Update 23A	Ready to use, small scale		Does not expire
Manage Service Work Orders from Service Request Foldout Panel	Update 22D	Ready to use, larger scale		Does not expire
Manage the Service Request List Results in Redwood	Update 22D	Ready to use, small scale		Does not expire
Mark a Service Request Record as Favorite from Workspace and Redwood User Interface List Pages	Update 23B		Setup Required	Does not expire
Mark knowledge articles as a favorite and suggest article updates	Update 24B		Setup Required	Does not expire
Message Composer Event Listeners	Update 25A		Setup Required	Does not expire
Modify the default subject line when composing a new email	Update 24D		Visual Builder	Does not expire
New Asset Based Service Layout With Service Profile, Bill-to Information and Service Address	Update 24B		Visual Builder	Does not expire
New Redwood Presence and Availability Profile Options	Update 24B		Opt In plus Setup	Does not expire
New Smart Actions are available in the Action Bar in the Redwood Service Center new SR Details Page	Update 25C	Ready to use, small scale		Does not expire
New Wrap Up Design in the Redwood UI	Update 23B	Ready to use, small scale		Does not expire
Open the Service Analytics Infolets in a Separate Browser Tab from the Service Request List Page	Update 23D	Ready to use, small scale		Does not expire
Oracle Case Management is Generally Available	Update 22C	Ready to use, larger scale		Does not expire
Order Parts from the Service Request	Update 23D		Setup Required	Does not expire
Order Parts from the Service Work Order	Update 23A		Setup Required	Does not expire
Pass page input to layout context	Update 24B		Visual Builder	Does not expire
Preview Image Attachments in a Service Request	Update 23A	Ready to use, small scale		Does not expire
Promo Code for Redwood Service Center is No Longer Required	Update 23D		Setup Required	Does not expire
Quickly Create a Case from Another Case	Update 24B	Ready to use, small scale		Does not expire
Quota-based Scheduler UI now supports Availability-based Booking in the Redwood User Experience	Update 25C		Setup Required	Does not expire
Redwood Chat Header Enhancements and Field Customizations	Update 24A		Visual Builder	Does not expire
Redwood Smart Picker: Configurable Record Limit	Update 26A		Visual Builder	Does not expire
Refine search of Contacts by their postal address in the Redwood Service Contact Page	Update 25A	Ready to use, small scale		Does not expire
Remove the shortcut to the Service Dashboard from the SR list page	Update 24A		Visual Builder	Does not expire
Render chat and phone call panels in the UI pages based on custom objects	Update 25C		Visual Builder	Does not expire
Replies to conversation messages will include the CC recipients	Update 24B	Ready to use, small scale		Does not expire
Restrict Redwood Service Request's Attachment Download Capability	Update 24A		Setup Required	Does not expire
Save Time and Effort with the Button Bar	Update 24D	Ready to use, small scale		Does not expire
Service Analytics Dashboard Framework - Phase 1	Update 24C	Ready to use, larger scale		Does not expire
Service Center Console	Update 23B		Setup Required	Does not expire
Service Center in the Redwood Experience is Available Upon Request	November Maintenance Pack for 22D		Opt In plus Setup	Does not expire
Service Contact Page Data Refresh Event	Update 25D		Visual Builder	Does not expire
Service Home Page is Now the Default Agent Experience in Redwood Service Center	Update 24C	Ready to use, larger scale		Does not expire
Service Profile Management for Customer Locations	Update 24B		Setup Required	Does not expire
Standardized Event Handling for System Implementors	Update 25C		Visual Builder	Does not expire
Support Depot Repair and Part Exchange in SR Part Orders	Update 24D		Opt In	Does not expire
Support Field Service Work Order Multi-Segment and Suspended Activities	Update 24A		Setup Required	Does not expire
Support multiple records for the same object when using the client-side library	Update 24B		Visual Builder	Does not expire
Support Outbound Dialing initiated from the media toolbar	Update 25C		Setup Required	Does not expire
Support personalization of Service Overview KPI Dashboard	Update 25D		Setup Required	Does not expire
Support re-configuration of KPI dashboards	Update 24D	Ready to use, small scale		Does not expire
Surface critical KPIs related to service requests as reports on Agent Performance dashboard	Update 25B		Setup Required	Does not expire
Synchronize Wrap Up Outcome and call disposition Notes between the Media toolbar and Fusion Service application	Update 25B		Setup Required	Does not expire
UI enhancements to assist agent phone communications with call suggestions	Update 25B		Service Request Required	Does not expire
UI Events Framework for Non-Object Operations in MCA Windows	Update 24B		Visual Builder	Does not expire
UI Events Framework is available on the Service Contact Page	Update 24A		Visual Builder	Does not expire
UI Events Framework support for creating custom insight cards	Update 24A		Visual Builder	Does not expire
UI Events Framework Support for Service Request Activity Objects: Task and Appointment	Update 26A		Visual Builder	Does not expire
UI Events Framework to support Service Work Order object	Update 24D		Visual Builder	Does not expire
Unified work order flow using Oracle Fusion Field Service	Update 26A		Setup Required	Does not expire
Update billing information for Service Profiles	Update 25B	Ready to use, small scale		Does not expire
Update Multiple Records at the Same Time in Service Center List Pages	Update 23C	Ready to use, small scale		Does not expire
Update to Chat Contextual Information to Include All Payload Data	Update 24C	Ready to use, small scale		Does not expire
Updated conversation list page available from the Service Center Home page	Update 25D	Ready to use, small scale		Does not expire
Updated screen pop rules for the Redwood User Interface	Update 24B		Setup Required	Does not expire
Updates to Redwood Service Center Home Page	Update 25A	Ready to use, small scale		Does not expire
Use AI Service Request Resolution Agent to Resolve Issues	Update 24D		Opt In plus Setup	Does not expire
Use Faceted Filters in the Search Bar for Service Center SR List Pages	Update 23D	Ready to use, small scale		Does not expire
Use Generative AI to auto-generate phone call summaries	Update 24D		Service Request Required	Does not expire
Use Generative AI to autogenerate a customer response when sharing knowledge article	Update 24B		Service Request Required	Does not expire
Use keyboard shortcuts to save time and efforts when using common SmartActions and commands	Update 24D	Ready to use, small scale		Does not expire
Use Service Request Milestones in the Adaptive Search Framework	Update 23A		Setup Required	Does not expire
Use the Case List UI to Make Mass Updates to Your Cases	Update 23C	Ready to use, small scale		Does not expire
Use UI Events Framework to Control the Side Panel, Open Popup Windows, and Get More User Info	Update 23B		Setup Required	Does not expire
Utilize the Slack communication channel across multiple application stripes	Update 25B		Setup Required	Does not expire
View AI Generated SR Summarizations in French and Spanish	Update 24D	Ready to use, larger scale		Does not expire
View Contact Profiles within the Service Console	Update 23D	Ready to use, larger scale		Does not expire
View Coverages for an Asset in the Asset Details page	Update 25B	Ready to use, small scale		Does not expire
View Service Profile Details Using Foldout Page	Update 25D		Setup Required	Does not expire
View the Next Milestone Due in the Service Request Header	Update 23A	Ready to use, small scale		Does not expire
Work Order Agent	Update 25D	Ready to use, small scale		Does not expire