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	Manage Complex and Long-Running Cases with the Case Analyzer AI Agent	No	None	Setup Required
Omnichannel Framework	Timed Wrap Up Feature	No	None	Setup Required
Service Analytics	Support personalization of Service Overview KPI Dashboard	No	None	Setup Required
Service Analytics	Improved navigation support from infolets on KPI and custom dashboards	Yes	Small scale	None
Service Request Management	CX Service Action Chain: Sentiment Analysis	No	None	Visual Builder
Service Request Management	Configurable Filtered LOV in Service	No	None	Visual Builder
Service Request Management	Default SR Details Page for Fusion Service Reps in the Redwood Service Center	No	None	Setup Required
Service Request Management	Introducing AI Agent for Sending Sales and Service Notifications	No	None	Setup Required
Service Request Management	Service Contact Page Data Refresh Event	No	None	Visual Builder
Service Request Management	Support automated archival of Service Requests	No	None	Service Request Required
Service Request Management	Workflow Automation Platform	No	None	Setup Required
Service Request Management	Change Asset Addresses and View Additional Subscription Details	Yes	Small scale	None
Service Request Management	Display Knowledge Article Names as Links While Composing Messages in the Redwood Service Center	Yes	Small scale	None
Service Request Management	Enhance the Product Selection for a Service Request in the Redwood Service Center	Yes	Small scale	None
Service Request Management	Extend Audit Default Date Range to 90 Days with 1-Year Maximum Option in the Redwood Service Center	Yes	Small scale	None
Service Request Management	Generative AI features in Service available out-of-box	Yes	Larger scale	None
Service Request Management	Measure the Business Impact of AI on Service Request Management	Yes	Report	None
Service Request Management	Updated conversation list page available from the Service Center Home page	Yes	Small scale	None
Work Order Management	Create Work Orders for Internal Assets	No	None	Setup Required
Work Order Management	View Service Profile Details Using Foldout Page	No	None	Setup Required
Work Order Management	Work Order Agent	Yes	Small scale	None