Link from Help Desk Request to Employee Summary Page

Agents can now open the Employee Summary page for the contact directly from the Help Desk request. This is available from the primary point of contact link in the spotlight and from the details edit page as an Employee Details icon, and from the list of contacts where it can be opened by clicking the link on the name. 

Employee Details Icon

Employee Details Link for Contacts

This saves the agent time from searching for the particular contact before being able to view the Employee Summary, which shows all of the recent requests, cases, and interactions that the agent's privileges allow them to see.

Steps to Enable

You don't need to do anything to enable this feature.

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

To view any data within each section of the Employee Summary page, the agent must have appropriate access. For instance, to view Cases, an HR Help Desk agent would need privileges to view Cases.