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.
Service Request Management
| Feature | Action Required |
|---|---|
| Accelerate User Actions Using SmartActions in Action Plans | Setup Required |
| Use Interviews in Your Action Plans for AI-Based Guidance and Assistance | Opt In plus Setup |
| Search on Other Attributes in the Add Contact Search Page in the Classic Service Request UI | Setup Required |
Service Channels
| Feature | Action Required |
|---|---|
| New Chat Agent First Name Token Available in Chat Greeting Message | Setup Required |
| Allow telephony partners to enable call transcript | Setup Required |
| Improve the Agent experience for phone and chat by extending the Contact Verification UI | Setup Required |
| Maintain agent presence when they navigate between the Redwood and Classic user experiences | Setup Required |
Work Order Management
| Feature | Action Required |
|---|---|
| Define Access Group-Based Data Security for Service Profiles | 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 |
|---|---|
| Service Home Page is Now the Default Agent Experience in Redwood Service Center | Larger scale |
| Easily Insert Existing Service Request Attachments Into a New Message | Small scale |
Service Channels
| Feature | Impact |
|---|---|
| Update to Chat Contextual Information to Include All Payload Data | Small scale |
Service Analytics
| Feature | Impact |
|---|---|
| KPI Dashboards for Service Agents and Managers | Small scale |
| Service Analytics Dashboard Framework - Phase 1 | Larger scale |