Table of Contents

• Title and Copyright Information
• Revision History
• Overview
• Feature Summary
• Help Desk
  • Help Desk Request Management
    • Computer Telephony Integration is Available for Help Desk in the Redwood Experience
    • Assess, Update, and Close Help Desk Requests using Intelligent Advisor
    • Send existing attachments in messages
  • Help Desk Self-Service
    • Enhancements to the Knowledge User Experience in Help Desk
    • Initiate HCM Journeys from the Help Desk
    • Help Desk Live Chat
  • Help Desk Analytics
    • Analyze Internal Help Desk Request Relationships
    • Allow manual submission of BI scheduled processes