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 | Ensure Case Security and Ownership with Automatic Queue Assignment on Case Creation | None | Setup Required |
| Case Management | Use AI to Summarize and Resolve Cases Easily | None | Setup Required |
| Help Desk Request Management | Create a Help Desk Request from a Chat or Call Transcript | None | Setup Required |
| Help Desk Request Management | Hide previous responses when viewing a customer reply in Service Center or Help Desk | None | Setup Required |
| Help Desk Request Management | Hide previous responses when viewing a reply | None | Setup Required |
| Help Desk Request Management | Use Quick Edit in Help Desk to Update Spotlight Attributes | None | Setup Required |
| Help Desk Request Management | Link from Help Desk Request to Employee Summary Page | Small scale | None |
| Help Desk Self-Service | Limit Knowledge by Business Units | None | Setup Required |