Feature Summary
Impact to Existing Processes Definitions
- Larger 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.
Download feature summary table.
| Module | Feature | Delivered Enabled | Impact to Existing Processes | Action to Enable |
|---|---|---|---|---|
| Case Management | Create pre-filled forms in Interviews | Small scale | None | |
| Help Desk Analytics | Analyze Case relationships | None | BI Subject Areas | |
| Help Desk Analytics | Analyze HR Help Desk Request relationships | None | BI Subject Areas | |
| Help Desk Request Management | Include description when using Start Internal Conversation with Details | None | Visual Builder | |
| Help Desk Request Management | Use new AssignTo field template to only show Resources of the Queue | None | Setup Required | |
| Help Desk Self-Service | Business Unit options for Oracle Digital Assistant Help Desk Skill | None | Setup Required | |
| Help Desk Self-Service | Suggest knowledge to employees when creating a Help Desk Request | None | Setup Required | |
| Help Desk Self-Service | Updated Redwood Theme throughout Help Desk | Small scale | None | |
| Service Workflow and Automation | Smart Actions are now available within Action Plans | None | Setup Required |