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
Digital Engagement Channels	Supervisor Dashboard for Queue & Agent Performance	No	None	Setup Required
Digital Engagement Channels	Supervisor Monitoring, Coaching, and Assist	No	None	Setup Required
Service Analytics	Analyze Work Orders and SLA Milestones by Service Profiles	No	None	BI Subject Areas
Service Analytics	Measure service performance based on your company's work calendar	No	None	Setup Required
Service Analytics	Extract chat data via BI Cloud Connector	Yes	Small scale	None
Service Analytics	Install Base Asset Extensibility in Subject Areas	Yes	Small scale	None
Service Analytics	Public APIs to retrieve summarized historical Service Request metrics	Yes	Small scale	None
Service Channels	Render chat and phone call panels in the UI pages based on custom objects	No	None	Visual Builder
Service Channels	Support Outbound Dialing initiated from the media toolbar	No	None	Setup Required
Service Channels	Contact selection when multiple matching records are found	Yes	Small scale	None
Service Channels	Creation of a Service Request or other Business Object from a Chat or Call	Yes	Small scale	None
Service Request Management	AI Assist and AI Overview UI Extensibility	No	None	Visual Builder
Service Request Management	Ability to view and associate related objects to conversation messages	No	None	Setup Required
Service Request Management	Allow retries for the notification dispatcher	No	None	Setup Required
Service Request Management	Enhance the Service Agent experience with the new SR Details Page design	No	None	Setup Required
Service Request Management	Find results using partial terms or separators in phone number and PUID fields in Adaptive Search	No	None	Setup Required
Service Request Management	Hide previous responses when viewing a customer reply in Service Center or Help Desk	No	None	Setup Required
Service Request Management	Human-in-the-Loop: Review and Share AI Recommendations Effectively	No	None	Setup Required
Service Request Management	Standardized Event Handling for System Implementors	No	None	Visual Builder
Service Request Management	Enable Save As Draft when Composing Web Message in Redwood UI	Yes	Small scale	None
Service Request Management	New Smart Actions are available in the Action Bar in the Redwood Service Center new SR Details Page	Yes	Small scale	None
Work Order Management	Create a Draft Field Service Work Order	No	None	Setup Required
Work Order Management	Quota-based Scheduler UI now supports Availability-based Booking in the Redwood User Experience	No	None	Setup Required
Work Order Management	Import and Export Service Work Orders	Yes	Larger scale	None