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 Add or Remove Fields from Primary Contact and Employee Pickers for Case Pages None Setup Required
Case Management Enhance the Case Analyzer AI Agent with Custom Starter Questions None Setup Required
Case Management Hide Inactive Employees Displayed in the Employee Picker for Cases None Setup Required
Case Management Case Management Subject Area Enhancements Small scale None
Help Desk Request Management Cancel Action Plans and Solo Actions on a Service Request, Help Desk Request and Case Record Small scale Potential Setup
Help Desk Self-Service Hide Chat Icon when No Agents are Available None Visual Builder
Help Desk Self-Service Use AI Agent for Summarization None Setup Required
Help Desk Self-Service Use the Improved Employee Self Service Assistant to set Product and Category None Setup Required
Help Desk Self-Service Embed the Help Desk Request Creator in Your AI Agent Team Small scale None
Service Workflow and Automation Use Resource Teams in Queue Resource Assignment for Help Desk in the Redwood Experience Small scale None
Visual Builder REMINDER: Migrate from Classic HR Help Desk to Redwood prior to 26D None Setup Required