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
Help Desk Request Management Generate Resolution Notes when Resolving the Help Desk Request No None Setup Required
Help Desk Request Management Generate Wrap-up Notes at the Conclusion of a Call or Chat No None Setup Required
Help Desk Request Management Improve Agent Efficiency with Keyboard Shortcuts No None Setup Required
Help Desk Request Management Improve Agent Efficiency with the Button Bar No None Setup Required
Help Desk Request Management Include the Generative AI summary of a Knowledge Article when sharing with the employee No None Setup Required
Help Desk Request Management Leverage Previously Resolved Similar SRs in AI Resolution Agent No None Setup Required
Help Desk Request Management Review Service AI Resolution Agent Related Activities No None Setup Required
Help Desk Request Management Utilize the Slack communication channel across multiple application stripes No None Setup Required
Help Desk Request Management AI-Generate SR summaries in additional languages Yes Small scale None
Help Desk Request Management Auto-Compose Email to share AI-generated Resolution Yes Small scale None
Help Desk Request Management Transfer Notes are also posted as an Internal Note on the Help Desk Request Yes Small scale None
Help Desk Self-Service Reopen Help Desk Request No None Setup Required
Help Desk Self-Service Support for your sales organization with an efficient Sales Help Desk No None Setup Required
Help Desk Self-Service Transfer from My Help Oracle Digital Assistant to a Live Chat Agent No None Setup Required
Visual Builder IMPORTANT ANNOUNCEMENT: Classic HR Help Desk Deprecation No None Visual Builder