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 |
|---|---|
| Support Depot Repair and Part Exchange in SR Part Orders | Opt In |
| Hide the message identification number in response emails | Setup Required |
| Use Attachment Attributes in Adaptive Search of SRs | Setup Required |
| Modify the default subject line when composing a new email | Visual Builder |
| Enable 'Save' within action chains in the Service Center | Visual Builder |
| Enable 'Get Field Value' within action chains in the Service Center | Visual Builder |
| Enable 'Set Field Value' within action chains in the Service Center | Visual Builder |
| Configure the SR Message threaded reply display of Internal Notes and Forward Messages in the Classic Service Request User Interface | Setup Required |
| Use AI Service Request Resolution Agent to Resolve Issues | Opt In plus Setup |
Work Order Management
| Feature | Action Required |
|---|---|
| UI Events Framework to support Service Work Order object | Visual Builder |
Service Channels
| Feature | Action Required |
|---|---|
| Improve the agent experience for phone by enhancing the information displayed in the header | Visual Builder |
| Use Generative AI to auto-generate phone call summaries | Service Request Required |
Case Management
| Feature | Action Required |
|---|---|
| Enhanced Case Note Management with SmartText, Edit and Delete Options | Setup Required |
Service Analytics
| Feature | Action Required |
|---|---|
| Analyze Service Request Relationships | BI Subject Areas |
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 |
|---|---|
| Use keyboard shortcuts to save time and efforts when using common SmartActions and commands | Small scale |
| Include previous messages in the email preview | Small scale |
| View AI Generated SR Summarizations in French and Spanish | Larger scale |
Service Channels
| Feature | Impact |
|---|---|
| Updated version of the Rich Text Editor when chatting in Live Window | Small scale |
Case Management
| Feature | Impact |
|---|---|
| Save Time and Effort with the Button Bar | Small scale |
Service Analytics
| Feature | Impact |
|---|---|
| Enhancements to Service Analytics Dashboard Framework | Small scale |
| Support re-configuration of KPI dashboards | Small scale |