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	Easily Resolve Cases with the Resolve Smart Action	Yes	Small scale	None
Service Analytics	Surface critical KPIs related to service requests as reports on Agent Performance dashboard	No	None	Setup Required
Service Channels	Synchronize Wrap Up Outcome and call disposition Notes between the Media toolbar and Fusion Service application	No	None	Setup Required
Service Channels	UI enhancements to assist agent phone communications with call suggestions	No	None	Service Request Required
Service Channels	Creation of a Service Request or other business object from an ongoing chat or call	Yes	Small scale	None
Service Request Management	Configure Service Request Details button in Redwood Service Request foldout panel	No	None	Setup Required
Service Request Management	Default the dynamic link in email notifications to control navigation to either the Redwood or Classic user interface	No	None	Setup Required
Service Request Management	Enhancements for Managing Service Work Order Integrated with Field Service	No	None	Setup Required
Service Request Management	Extend the Actions in Redwood Service Center Home Page	No	None	Setup Required
Service Request Management	Leverage Previously Resolved Similar SRs in AI Resolution Agent	No	None	Setup Required
Service Request Management	Review Service AI Resolution Agent Related Activities	No	None	Setup Required
Service Request Management	Utilize the Slack communication channel across multiple application stripes	No	None	Setup Required
Service Request Management	"Cancel" Button renamed to "Reset" on Redwood Service Request Edit Page	Yes	Small scale	None
Service Request Management	AI-Generate SR summaries in additional languages	Yes	Small scale	None
Service Request Management	Auto-Compose Email to share AI-generated Resolution	Yes	Small scale	None
Service Request Management	Create and Manage Part, Labor and Expense Estimates from Service Requests and Work Orders	Yes	Larger scale	None
Service Request Management	Create and manage Work Orders from Service Center Console	Yes	Larger scale	None
Service Request Management	Improve the relevance of knowledge search and recommendations on Service Requests by including Business Unit context	Yes	Small scale	None
Service Request Management	Update billing information for Service Profiles	Yes	Small scale	None
Service Request Management	View Coverages for an Asset in the Asset Details page	Yes	Small scale	None