Embed the Help Desk Request Creator in Your AI Agent Team

Help Desk now has an out-of-the box runnable AI agent which allows other AI agents to use it when a satisfactory answer isn't given to the agent. This runnable AI Agent, Help Desk Request Creator Agent, is published under Agent Teams in AI Agent Studio for your use.

Help Desk Request Creator Agent

Help Desk Request Creator Agent

This Agent Team:

  • Ensures that Help Desk is enabled.
  • Creates a Help Desk request setting the product and category (as available), primary contact, subject and description.
  • The request number is provided to the employee, in the form of a clickable deep link to the request. 

For organizations creating their own customized AI Agents, this runnable agent allows for the Help Desk to be a backup method of getting support when the AI Agent cannot provide a sufficient answer. Using this ensures that an employee can always move forward with getting help seamlessly by creating a Help Desk request at the point where it is needed.

Steps to enable and configure

Refer to Teaming with Help Desk Agents in AI Agent Studio for a Signature Workforce Experience — Cloud Customer Connect for guidance.

Tips and considerations

The runnable AI agent, Help Desk Request Creator Agent, is available in published form in Agent Teams. Currently, no customizations are supported, but this workflow can be embedded in any other workflow as desired.

Key resources

To learn more about AI Agent Studio and how to make customized AI Agents, consider these resources:

  1. Teaming with Help Desk Agents in AI Agent Studio for a Signature Workforce Experience — Cloud Customer Connect
  2. Oracle AI for Fusion Applications (documentation)
  3. Introduction to AI Agents in Oracle Cloud HCM and SCM (recorded presentation, account required)
  4. Oracle AI Agent Studio for Fusion Applications Foundations Associate (training and certification, account required)

Access requirements

Anyone creating their own customized AI Agents in AI Agent Studio has access to this runnable AI Agent, if they are using out of the box roles.

However, if using custom roles, the Role Hierarchy may need to be updated to include Help Desk Request Creator Agent User (ORA_DR_SVC_GEN_AI_AGENT_HD_SELF_SERVICE) under Roles and Permission Groups.