Service Center Home Page

The new Service Center Home page provides a summary of the current service issues and collaboration conversations that a service agent is working on. Agents can see the most critical information they need to manage their work day and stay up to date on their performance. When administrators enable the home page, it will become the default page that Agents see when they enter the Service Center area of the application.

Service Home Page

Service Home Page

On the Home page, the agent will find helpful information including:

  • A set of KPIs so the agent knows how they are doing, such as the number of SRs that need their attention
  • A list of their top SRs (based on their personal default saved search)
  • A list of the most recent collaboration conversations that have updates, so the agent can watch for messages from colleagues
  • A list of recent items (most recent service records the user viewed), so they can quickly return to them later in the day if needed.
  • Other reports or helpful information

Notes: You must have MSI mode (Multiple Simultaneous Interactions) enabled to use the Home page

The Service Home Page provides agents with convenient access to the most important items throughout the day.

Steps to Enable

To enable the Service Home Page to agents, Administrators will need to create a profile option and set the value to Yes. Here are the instructions to create the profile option.

Steps to Create Profile Option (SVC_ENABLE_REDWOOD_SERVICE_HOME)

  1. Login as Fusion to any environment
  2. Go to Setup and Maintenance

Setup and Maintenance

Setup and Maintenance

  1. Click on Search

Search task

Search task

  1. Search for "Manage Profile Options" and click on it

Search for Manage Profile Options

Search for Manage Profile Options

  1. Click on "+" under Search Results: Profile Options

Add new record

Add new record

  1. Create Profile Option with below values and Save

Create New Profile Option with Values

Create New Profile Option with Values

Column 

 Values
Profile Option Code SVC_ENABLE_REDWOOD_SERVICE_HOME
Profile Display Name Enable Redwood Service Home Page
Application Service
Module Service
Description Enable Redwood Service Home Page
SQL Validation Select meaning, lookup_code from fusion.fnd_lookups where lookup_type = 'YES_NO'
Start Date 03/04/2024

  1. Set Profile Option Values to Site and User as below and Save and Close

Set Profile Option Values

Set Profile Option Values

  1. Now go to Manage Administrator Profile Values and enter Profile option code as SVC_ENABLE_REDWOOD_SERVICE_HOME and click on Search

Manage

Manage Administrator Profile Options

  1. Click on "+" under SVC_ENABLE_REDWOOD_SERVICE_HOME: Profile Values which will create a new empty row. Select either "Site" or "User" and set the profile value to "Yes" and click Save and Close

site value

Set Site value to Yes

  1. Now add this new profile option to one of the secure categories (ORA_FND_AUTH_REST_ACCESS) to give it AUTH access so it can be retrieved via REST endpoint

Add New Profile Option

Manage Profile Categories

  1. Search for "ORA_FND_AUTH_REST_ACCESS" and click on "+" under ORA_FND_AUTH_REST_ACCESS: Profile Options. Search for the new profile option and select.

Search

Search for ORA_FND_AUTH_REST_ACCESS

more

Search for the new profile option and select

  1. Finally, hit save and close. This profile option should now be ready to use.

Tips And Considerations

In order to see data show up in the My SR Compliance report, you need to enable Milestones in Elastic Search. At a high level, perform the following steps as an Administrator or Setup user:

  1. Log into Fusion Service and navigate to Setup and Maintenance and search for Configure Adaptive Search task.   
  2. Under the setup > advanced > service request, enable both ListOfMilestones & NearestMilestone fields.   
  3. Expand service request, milestones > milestone, enable OverriddenDueDate, HeaderFlag & MilestoneConfigId fields.
  4. Then under Actions do a full publish/partial publish based on whether old data need to be indexed or not.

Access Requirements

Here is what is needed:

  • A Profile Option called SVC_ENABLE_REDWOOD_SERVICE_HOME with a Site or User value, needs to be set to Yes, as needed.   
  • The Service Console mode (MSI - Multiple Simultaneous Interactions) needs to be enabled. 
  • Any user with Customer Service Representative role will be able to access the Home page.