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 | Ensure Case Security and Ownership with Automatic Queue Assignment on Case Creation | No | None | Setup Required |
| Case Management | Use AI to Summarize and Resolve Cases Easily | No | None | Setup Required |
| Help Desk Request Management | Create a Help Desk Request from a Chat or Call Transcript | No | None | Setup Required |
| Help Desk Request Management | Hide previous responses when viewing a customer reply in Service Center or Help Desk | No | None | Setup Required |
| Help Desk Request Management | Use Quick Edit in Help Desk to Update Spotlight Attributes | No | None | Setup Required |
| Help Desk Request Management | Link from Help Desk Request to Employee Summary Page | Yes | Small scale | None |
| Help Desk Self-Service | Limit Knowledge by Business Units | No | None | Setup Required |