Enhance the Service Agent experience with the new SR Details Page design

Service Center introduces a new SR Details page featuring a new UI design that simplifies and streamlines the service agent experience. This new page incorporates many customer-requested enhancements to reduce clicks, simplify navigation, and improve overall productivity. With essential data and actions now available on a single page, agents can edit data and complete their tasks without the need to navigate to other pages or subviews. Frequently-used actions are now easily accessible through the quick action buttons in the header area, supporting one-click as an alternative to typing in the Action Bar. The SR Details page also introduces inline editing for form fields, enabling agents to update fields directly from the side panel, making better use of screen space and improving efficiency.  Related records on the SR are also easy to access from the side panel with a single click.  Finally, the enhanced recommendations component can guide the user to the next best action, including recommendations coming from Generative AI and AI Agents.

SR Details Page

SR Details Page

The new SR Details page provides a number of benefits to the agent user experience including:

  • A more actionable page that allows inline editing of fields directly from the page
  • Reduced navigation because all of the information is presented on a single page for easy viewing
  • Quick action buttons allow for single-click actions that are frequently used
  • Embedded Generative AI functionality
  • Better use of screen real estate allows you to access more information with less scrolling or navigation
  • Reduction of cognitive effort required by the Agent

Steps to Enable

The SR Details page can be quickly and easily enabled through the use of a profile option: ORA_SVC_ENABLE_SR_DETAILS_PAGE

This is a site level profile option that will enable the SR Details page to be enabled for all redwood service users.  Once enabled, this profile option will also automatically update the navigation such as the drill down navigation from the SR List page and Home page to go to the SR details page.  This allows deploying companies to implement the SR details page with a minimum of configuration effort required.

To enable the profile option:

  • Navigate to Setup and Configuration
  • Search on Manage Administrator Profile Options
  • Enter the profile option ORA_SVC_ENABLE_SR_DETAILS_PAGE and do a search
  • Change the default value of N to Y

Access Requirements

Once the profile option is enabled, this feature will be available for all Redwood service users.