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.

Omnichannel Framework

Feature Action Required
Improvements to manage Agents presence in Classic and Redwood Opt In
New Redwood Presence and Availability Profile Options Opt In plus Setup

Service Request Management

Feature Action Required
Use Generative AI to autogenerate a customer response when sharing knowledge article Service Request Required
Enable Sorting Based on Last Update Date of Service Request Messages in the Classic UI Setup Required
Enable Chunking when Uploading Large File Attachments to Service Requests in Classic UI Setup Required
Enable Infinite Scrolling when Viewing Service Request Messages in Classic UI Setup Required
Mark knowledge articles as a favorite and suggest article updates Setup Required
New Asset Based Service Layout With Service Profile, Bill-to Information and Service Address Visual Builder
Enhancements to Copying and Deleting Service Request Attachments in the Redwood UI Setup Required
Pass page input to layout context Visual Builder
UI Events Framework for Non-Object Operations in MCA Windows Visual Builder
Support multiple records for the same object when using the client-side library Visual Builder
Service Profile Management for Customer Locations Setup Required
Service Center Home Page Setup Required

Service Channels

Feature Action Required
Ability for Redwood Agents and End Users to Add Attachments to their Chat Conversations REST APIs
Updated screen pop rules for the Redwood User Interface Setup Required
Send notifications to internal recipients through the email channel using email templates. Setup Required
Use email templates for outbound conversation messages Application Composer adjustments to expose

Service Analytics

Feature Action Required
Allow manual submission of BI scheduled processes Setup 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 Request Management

Feature Impact
Updated version of the Rich Text Editor in Service Center Small scale
Restrict changes to attachments on read-only service requests Small scale
Asset Details for Redwood Service Center Larger scale
Adaptive Search for Service Profiles Larger scale

Service Channels

Feature Impact
Replies to conversation messages will include the CC recipients Small scale

Work Order Management

Feature Impact
Access Schedule Support for Field Service Work Orders Larger scale
Technician Preference Support for Field Service Work Orders Larger scale

Case Management

Feature Impact
Quickly Create a Case from Another Case Small scale