Feature Summary
Features Delivered Disabled: Customer Action Required for Use
This table provides a summary of the features that require customer action before they can be used by end users. These features are delivered in a disabled state, and you can choose if and when to enable them.
Examples of such features include:
- New or expanded BI subject areas that need to be incorporated into reports
- Integration required to utilize new web services
- Features that must be assigned to user roles before they can be accessed
These features are non-disruptive since they remain inactive until you take action. You can selectively enable them, allowing you to set your own testing and rollout schedule.
Service Request Management
| Feature | Action Required |
|---|---|
| Auto-generate SR summaries for improved agent efficiency and manager convenience | Service Request Required |
| UI Events Framework is available on the Service Contact Page | Visual Builder |
| Create new pages using SR Edit Fields Fragment | Visual Builder |
| UI Events Framework support for creating custom insight cards | Visual Builder |
| Restrict Redwood Service Request's Attachment Download Capability | Setup Required |
| Manage actions that are exposed to users in the Action Bar | Visual Builder |
| Extend Service Request Messages in the Redwood User Experience | Visual Builder |
| Remove the shortcut to the Service Dashboard from the SR list page | Visual Builder |
Service Channels
| Feature | Action Required |
|---|---|
| Redwood Chat Header Enhancements and Field Customizations | Visual Builder |
| Leverage UEF client-side library to implicitly create interactions | Visual Builder |
Case Management
| Feature | Action Required |
|---|---|
| Enhanced Security for Case Management Data | Setup Required |
Work Order Management
| Feature | Action Required |
|---|---|
| Support Field Service Work Order Multi-Segment and Suspended Activities | Setup Required |
Service Analytics
| Feature | Action Required |
|---|---|
| SmartText Usage in Service and Help Desk Requests | BI Subject Areas |
| Analyze Action Plan Completions and Delays for Cases | BI Subject Areas |
| Analyze Internal Conversations in Service Requests | BI Subject Areas |
Interviews
| Feature | Action Required |
|---|---|
| Generative AI for Authoring Interviews | Opt In |
| Interview Authoring | Service Request Required |
Features Delivered Enabled: Ready for Use by End Users
This table provides a summary of the features included in the document that are ready to be used by end users.
The impact of these features can be categorized as follows:
- Larger Scale UI or Process-Based: These features have a higher potential impact on users due to their complex designs. Focus your acceptance testing on these features.
- Small Scale UI or Process-Based: These features have minimal impact on users and typically involve minor changes to fields, validations, or programs.
- Report: These features have minimal impact on users and include new or modified, Oracle-delivered, ready-to-run reports.
Service Channels
| Feature | Impact |
|---|---|
| Import/Export Wrap Up object using the Import/Export Management tool | Small scale |
Omnichannel Framework
| Feature | Impact |
|---|---|
| Filtered Queue and Agent Transfer and Conference Lists | Small scale |