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 | Redwood Platform | None | Setup Required |
| Service Analytics | Improved navigation support from infolets on KPI and custom dashboards | Redwood Platform | Small scale | None |
| Service Request Management | Automatic Expansion of Service Request Messages in the Redwood Service Center | Redwood Platform | None | Setup Required |
| Service Request Management | CX Service Action Chain: Sentiment Analysis | Predictive AI Redwood Platform | 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 | Redwood Platform | None | Visual Builder |
| Service Request Management | Default SR Details Page for Fusion Service Reps in the Redwood Service Center | Redwood Platform | None | Setup Required |
| Service Request Management | Introducing AI Agent for Sending Sales and Service Notifications | AI agent | None | Setup Required |
| Service Request Management | Service AI Agents setup in 25D | None | Setup Required | |
| Service Request Management | Service Contact Page Data Refresh Event | Redwood Platform | 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 | Redwood Platform | Small scale | None |
| Service Request Management | Display Knowledge Article Names as Links While Composing Messages in the Redwood Service Center | Redwood Platform | Small scale | None |
| Service Request Management | Enhance the Product Selection for a Service Request in the Redwood Service Center | Redwood Platform | Small scale | None |
| Service Request Management | Extend Audit Default Date Range to 90 Days with 1-Year Maximum Option in the Redwood Service Center | Redwood Platform | Small scale | None |
| Service Request Management | Generative AI features in Service available out-of-box | GenAI Redwood Platform | 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 | Redwood Platform | Small scale | None |
| Work Order Management | Create Work Orders for Internal Assets | Redwood Platform | None | Setup Required |
| Work Order Management | View Service Profile Details Using Foldout Page | Redwood Platform | None | Setup Required |
| Work Order Management | Work Order Agent | AI agent | Small scale | None |