Feature Summary
Impact to Existing Processes Definitions
- Larger 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.
Download feature summary table.
| Module | Feature | Delivered Enabled | Impact to Existing Processes | Action to Enable |
|---|---|---|---|---|
| Help Desk Analytics | Allow manual submission of BI scheduled processes | No | None | Setup Required |
| Help Desk Analytics | Analyze Internal Help Desk Request Relationships | No | None | BI Subject Areas |
| Help Desk Request Management | Assess, Update, and Close Help Desk Requests using Intelligent Advisor | No | None | Setup Required |
| Help Desk Request Management | Computer Telephony Integration is Available for Help Desk in the Redwood Experience | No | None | Setup Required |
| Help Desk Request Management | Send existing attachments in messages | Yes | Larger scale | None |
| Help Desk Self-Service | Help Desk Live Chat | No | None | Setup Required |
| Help Desk Self-Service | Initiate HCM Journeys from the Help Desk | No | None | Setup Required |
| Help Desk Self-Service | Enhancements to the Knowledge User Experience in Help Desk | Yes | Larger scale | None |