Feature Summary

Impact to Existing Processes Definitions
  • Large 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.
  • Potential Setup: Features showing Potential Setup in Actions to Enable indicate that there is prerequisite or optional configuration to consider. This may change the feature's impact to your business processes.

Download feature summary table.

Module Feature Impact to Existing Processes Action to Enable
Case Management Easily Resolve Cases with the Resolve Smart Action Small scale None
Help Desk Request Management Generate Resolution Notes when Resolving the Help Desk Request None Setup Required
Help Desk Request Management Generate Wrap-up Notes at the Conclusion of a Call or Chat None Setup Required
Help Desk Request Management Improve Agent Efficiency with Keyboard Shortcuts None Setup Required
Help Desk Request Management Improve Agent Efficiency with the Button Bar None Setup Required
Help Desk Request Management Include the Generative AI summary of a Knowledge Article when sharing with the employee None Setup Required
Help Desk Request Management Leverage Previously Resolved Similar SRs in AI Resolution Agent None Setup Required
Help Desk Request Management Review Service AI Resolution Agent Related Activities None Setup Required
Help Desk Request Management Utilize the Slack communication channel across multiple application stripes None Setup Required
Help Desk Request Management AI-Generate SR summaries in additional languages Small scale None
Help Desk Request Management Auto-Compose Email to share AI-generated Resolution Small scale None
Help Desk Request Management Transfer Notes are also posted as an Internal Note on the Help Desk Request Small scale None
Help Desk Self-Service Reopen Help Desk Request None Setup Required
Help Desk Self-Service Support for your sales organization with an efficient Sales Help Desk None Setup Required
Help Desk Self-Service Transfer from My Help Oracle Digital Assistant to a Live Chat Agent None Setup Required
Visual Builder IMPORTANT ANNOUNCEMENT: Classic HR Help Desk Deprecation None Visual Builder