Workflow Automation Platform

Oracle Fusion Service’s Workflow Automation Platform empowers organizations to seamlessly automate lifecycle of Service Requests, from creation to resolution, with minimal manual intervention. The platform features an intuitive, no-code interface that allows business users to compose and deploy workflows, automating essential service processes such as triaging, automated notifications, attribute updates, action plan activation, and service work order creation.

Out-of-the-box AI Agents, such as Triage Agent, Resolution Agent, Service Work Order Agent, and Escalation Prediction Agent, can be invoked either as stand-alone action or orchestrated together within an Agentic Flow to address complex scenarios. These Agentic capabilities, combined with flexible workflow logic and optional human review, empower Service teams to address service requests promptly, accurately, and efficiently.

With robust integration to business object attributes and support for custom REST API actions, organizations benefit from seamless connectivity with internal systems. Our comprehensive approach reduces operational overhead, improves response times, proactively identifies escalations, and delivers a superior service experience from Service Request initiation through resolution.

Oracle Fusion Service’s Workflow Automation Platform – Key Features:

  • Clean and Simple UI – Enables business users to automate common and repetitive tasks using plain English. Compose workflows with one or more conditions based on Service Request attributes, and define actions such as sending emails, updating attributes, or activating Action Plans.
  • Automate Email Notifications – Leverages existing email templates configured in Application Composer or use a custom email form, with a rich text editor.
  • Automate Updates to Service Request Attributes – Ensures information remains accurate and up-to-date without manual intervention.
  • Associate Agent-Specific Work Calendar – Provides flexibility to link Customer Service Representative’s (Agent) work calendars to Service Requests, thereby improving SLA compliance by adjusting for holidays and work hours.
  • Select Business Object Attributes for Conditions – Empowers workflows to utilize specific attributes from business objects as conditions, tailoring process automation to precise business requirements.
  • Add and Activate Action Plans – Enables automation of Action Plan activation within workflows to ensure timely and relevant task execution.
  • Orchestrate AI Agents – Use individual or chain of out-of-the-box AI Agents, such as Triage Agent, Resolution Agent, Work Order Agent, and Escalation Prediction Agent, for AI-driven workflow automation.
  • Human-Augmented AI (Human-in-the-Loop) - Empowers human agents in reviewing, validating, or modifying AI-recommended actions for enhanced oversight and accuracy.
  • Service Work Order AI Agent – Automatically creates draft Service Work Orders with pre-filled relevant attributes to accelerate and simplify the process while reducing manual entry errors, and empowers human agents to preview, validate, or modify these AI-generated drafts for an optimal balance of automation and expert input.
  • Automate Work Order Status Monitoring - Tracks and detects changes in Work Order status (e.g., Complete, Suspended, Cancelled), enhancing visibility into Service Work Order progress.
  • Escalation Prediction AI Agent – Provides early warnings for Service Requests likely to escalate by analyzing sentiment in customer messages and key Service Request attributes such as severity, milestone due-dates, etc.
  • Automate Escalation Notifications – Sends real-time escalation alerts and initiates action plans automatically in response to predicted escalation risks, minimizing service disruptions.
  • Extend Automation Capability with Custom ActionTypes - Configure REST API as a reusable no-code "Action," supporting both synchronous and asynchronous patterns. These custom Actions can be chained to automate complex processes and integrate disparate systems seamlessly.

Oracle Fusion Service’s Workflow Automation Platform empowers organizations to deliver faster, consistent, and proactive service experiences by combining robust automation of common and repetitive tasks in Service Request Lifecycle, with innovative AI Agents and Agentic flows. This integrated approach helps reduce costs and enables business teams to continually enhance and evolve customer support service operations.

  • Empower Business Users
    • Benefit: Intuitive, no-code interface allows business users with domain knowledge, to compose, modify, and deploy workflows with a single click.
    • Impact: Accelerates automation initiatives, shortens time-to-value, and fosters a culture of agility and continuous improvement. 
  • Increased Operational Efficiency
    • Benefit: By automating repetitive and routine service tasks, from triage to resolution, reduces manual workloads and streamline service request handling.
    • Impact: Frees up Customer Service Representatives (Agents) to focus on higher-value customer engagement and problem-solving activities, boosting overall productivity.
  • Faster Response and Resolution Times
    • Benefit: Automated triage, notifications, and attribute updates ensure quicker acknowledgment and processing of service requests.
    • Impact: Reduces customer wait times and enhances satisfaction by achieving faster time-to-resolution.
  • Seamless Integration and Extensibility
    • Benefit: Integration with business objects and support for custom REST APIs enable automation to leverage data from disparate systems.
    • Impact: Breaks down silos, supports end-to-end automation, and enables the organization to rapidly adapt workflows as business needs evolve.
  • Human-Augmented AI Agents
    • Benefit: Human-in-the-loop features allow for review of AI Agent's suggested actions, ensuring accuracy and compliance where needed.
    • Impact: Maintains control and oversight, builds trust in Agentic adoption, and preserves the ability to handle exceptions by human expert.

Steps to Enable

In 25D to use Workflow Automation Platform

  1. Go to: Service --> Service Center Administration --> Productivity --> Manage Workflow Preferences
  2. On the ensuing Workflow Preferences Page, enable the toggle switch labeled 'Enable/Disable Workflow' (see attached screenshot)

Fusion Service's Workflow Automation Preference Page

Fusion Service's Workflow Automation Preference Page

Note:

  • There is no need for promotion code
  • Workflow Automation Feature is opt-in by default

Access Requirements

  • To compose workflows and deploy the, Users need to have ORA_SVC_WORKFLOW_ADMINISTRATOR_JOB role.