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
Case Management	Manage Grievances and Disciplinary Actions with Case Management	No	None	Setup Required
Case Management	Enhanced List View for Easier Case Note Management	Yes	Small scale	None
Case Management	Filter Assignees by Queue for Smarter Case Reassignment	Yes	Small scale	None
Help Desk Request Management	Announcement: End-of-Life for Process Automation in Action Plans – 25D Release	Yes	Small scale	None
Help Desk Request Management	Generative AI features in Help Desk available out-of-box	Yes	Larger scale	None
Help Desk Self-Service	Access a Help Desk Request as a Contact	No	None	Setup Required
Help Desk Self-Service	Affected Party Spotlight Template	No	None	Setup Required
Help Desk Self-Service	Chat users can now Print the Transcript for future reference	No	None	Setup Required
Help Desk Self-Service	Filter the List of Requests on the Employee UI by Contact Type	No	None	Setup Required
Service Workflow and Automation	Use support Workflows to automate Help Desk processes	No	None	Setup Required
Service Workflow and Automation	Triage AI Agent to Classify Help Desk Requests	Yes	Small scale	None