Improve Agent Efficiency with Keyboard Shortcuts
Agents now have a new way of quickly taking action without having to use the mouse. Keyboard Shortcuts (also sometimes referred to as "Hotkeys") are now available so that common actions can be done without having to use the cursor.
The Control Command that is used is based on both the operating system and the browser, as shown below:
Control Commands
| OS/Browser | Chrome | Edge | Firefox |
| Mac | control + option +<key> | N/A | control + <key> |
| Windows | Alt + Shift + <key> | Alt + Shift + <key> | Alt + Ctrl + <key> |
The options for <key> and the Smart Action associated is shown in the table below:
Keys and Actions
| <key> | Action |
| E | Create Help Desk Request |
| S | Save Help Desk Request |
| 1 | Start Internal Conversation |
| 2 | Create Task |
| 3 | Create Appointment |
| 4 | Assign to Me |
| 5 | Compose Message |
| 6 | Add Attachment |
Keyboard shortcuts save your seasoned Help Desk Agents time and effort when they want to run common SmartActions or commands, as they no longer have to remove their hands from the keyboard to move the mouse or type the command.
Steps to Enable
To enable keyboard shortcuts, you only need to enable the Profile Option, as instructed below.
- Go to Setup and Maintenance.
- Click on the Tasks icon.
- Click Search.
- Search for Manage Administrator Profile Values and click the resulting link.
- Enter ORA_HD_ENABLE_SHORTCUT_KEYS in the Profile Option Code and Search.
- Change the Value to Yes.
- Save and Close.
Changes will take affect after the next login.
Tips And Considerations
Keyboard shortcuts are only available on pages where where they are logically applicable and where they are enabled. In Help Desk in the Redwood Experience, the enabled pages for agents are:
- Help Desk Request Summary
- Help Desk Request Details
- Create Help Desk Request
Shortcuts are also available for Case Management. Refer to Use keyboard shortcuts to save time and efforts when using common SmartActions and commands for more information.
Key Resources
After this feature is generally available, a video showing how to configure your environment and a demonstration of the functionality will be found on Oracle Video Hub: Fusion Help Desk.
Access Requirements
Any agent having permissions to perform a particular action will have the ability to do so through applicable shortcut keys. No additional access is required.