Feature Summary

Impact to Existing Processes Definitions
  • Large 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.
  • Potential Setup: Features showing Potential Setup in Actions to Enable indicate that there is prerequisite or optional configuration to consider. This may change the feature's impact to your business processes.

Download feature summary table.

Module Feature Impact to Existing Processes Action to Enable
Service Analytics KPI Dashboards for Service Agents and Managers Small scale None
Service Analytics Service Analytics Dashboard Framework - Phase 1 Larger scale None
Service Channels Allow telephony partners to enable call transcript None Setup Required
Service Channels Improve the Agent experience for phone and chat by extending the Contact Verification UI None Setup Required
Service Channels Maintain agent presence when they navigate between the Redwood and Classic user experiences None Setup Required
Service Channels New Chat Agent First Name Token Available in Chat Greeting Message None Setup Required
Service Channels Update to Chat Contextual Information to Include All Payload Data Small scale None
Service Request Management Accelerate User Actions Using SmartActions in Action Plans None Setup Required
Service Request Management Search on Other Attributes in the Add Contact Search Page in the Classic Service Request UI None Setup Required
Service Request Management Easily Insert Existing Service Request Attachments Into a New Message Small scale None
Service Request Management Service Home Page is Now the Default Agent Experience in Redwood Service Center Larger scale None
Work Order Management Define Access Group-Based Data Security for Service Profiles None Setup Required