Feature Summary

Impact to Existing Processes Definitions
  • Large scale: These features have a higher potential impact on users due to their complex designs. Focus your acceptance testing on these features.
  • Small scale: 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.
  • None: These features are not delivered enabled. These features will need steps to use. You can choose if and when to enable them.
  • Potential Setup: Features showing Potential Setup in Actions to Enable indicate that there is prerequisite or optional configuration to consider. This may change the feature's impact to your business processes.

Download feature summary table.

Module Feature Impact to Existing Processes Action to Enable
Case Management Enhanced Security for Case Management Data None Setup Required
Omnichannel Framework Filtered Queue and Agent Transfer and Conference Lists Small scale None
Service Analytics Analyze Action Plan Completions and Delays for Cases None BI Subject Areas
Service Analytics Analyze Internal Conversations in Service Requests None BI Subject Areas
Service Analytics SmartText Usage in Service and Help Desk Requests None BI Subject Areas
Service Channels Leverage UEF client-side library to implicitly create interactions None Visual Builder
Service Channels Redwood Chat Header Enhancements and Field Customizations None Visual Builder
Service Channels Import/Export Wrap Up object using the Import/Export Management tool Small scale None
Service Request Management Auto-generate SR summaries for improved agent efficiency and manager convenience None Service Request Required
Service Request Management Create new pages using SR Edit Fields Fragment None Visual Builder
Service Request Management Extend Service Request Messages in the Redwood User Experience None Visual Builder
Service Request Management Manage actions that are exposed to users in the Action Bar None Visual Builder
Service Request Management Remove the shortcut to the Service Dashboard from the SR list page None Visual Builder
Service Request Management Restrict Redwood Service Request's Attachment Download Capability None Setup Required
Service Request Management UI Events Framework is available on the Service Contact Page None Visual Builder
Service Request Management UI Events Framework support for creating custom insight cards None Visual Builder
Work Order Management Support Field Service Work Order Multi-Segment and Suspended Activities None Setup Required