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 Manage Complex and Long-Running Cases with the Case Analyzer AI Agent None Setup Required
Case Management Enhanced List View for Easier Case Note Management Small scale None
Case Management Filter Assignees by Queue for Smarter Case Reassignment Small scale None
Omnichannel Framework Timed Wrap Up Feature None Setup Required
Service Analytics Support personalization of Service Overview KPI Dashboard None Setup Required
Service Analytics Improved navigation support from infolets on KPI and custom dashboards Small scale None
Service Request Management Automatic Expansion of Service Request Messages in the Redwood Service Center None Setup Required
Service Request Management CX Service Action Chain: Sentiment Analysis None Visual Builder
Service Request Management Configurable Attachment Option in Service Center Message Composer None Visual Builder
Service Request Management Configurable Filtered LOV in Service None Visual Builder
Service Request Management Default SR Details Page for Fusion Service Reps in the Redwood Service Center None Setup Required
Service Request Management Introducing AI Agent for Sending Sales and Service Notifications None Setup Required
Service Request Management Service Contact Page Data Refresh Event None Visual Builder
Service Request Management Support automated archival of Service Requests None Service Request Required
Service Request Management Workflow Automation Platform None Setup Required
Service Request Management Announcement: End-of-Life for Process Automation in Action Plans – 25D Release Small scale None
Service Request Management Change Asset Addresses and View Additional Subscription Details Small scale None
Service Request Management Display Knowledge Article Names as Links While Composing Messages in the Redwood Service Center Small scale None
Service Request Management Enhance the Product Selection for a Service Request in the Redwood Service Center Small scale None
Service Request Management Extend Audit Default Date Range to 90 Days with 1-Year Maximum Option in the Redwood Service Center Small scale None
Service Request Management Generative AI features in Service available out-of-box Larger scale None
Service Request Management Measure the Business Impact of AI on Service Request Management Report None
Service Request Management Service Request Creation Agent Larger scale None
Service Request Management Updated conversation list page available from the Service Center Home page Small scale None
Work Order Management Create Work Orders for Internal Assets None Setup Required
Work Order Management View Service Profile Details Using Foldout Page None Setup Required
Work Order Management Work Order Agent Small scale None