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
Enhancements to CX Service Request Create fragment Setup Required
Extensible navigation enhancement Setup Required
Message Composer Event Listeners Setup Required

Service Channels

Feature Action Required
Ability to automatically or force assign Chat work offers Setup Required
Assist agent phone communications with call suggestions Service Request Required
Ability to configure screen pop pages for chat or phone calls Setup Required

Service Analytics

Feature Action Required
Service Profile Based Analysis of SRs BI Subject Areas
Analyze Case 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
Updates to Redwood Service Center Home Page Small scale
Refine search of Contacts by their postal address in the Redwood Service Contact Page Small scale
Enhancements to Service Contact Page extensibility Small scale
Improved knowledge search by passing Service Request Problem Description Small scale
Enhanced hover over tooltip on Service Requests opened in dynamic tabs in Classic SR UI Small scale

Work Order Management

Feature Impact
Create a work order from a service profile Small scale

Service Channels

Feature Impact
Capture the Application Interface Type, Application Classification, and contextual data for real-time interactions Small scale