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
Service Channels AI Service Request Assistant for Chat and Voice None Setup Required
Service Channels New Admin Page to Review Inbound Email Messages Small scale Potential Setup
Service Channels Automatically create a Contact from inbound email Small scale None
Service Channels Duplicate Contact Detection Larger scale None
Service Request Management CX Service Global Functions Now Powered by Runnable AI Agents None Visual Builder
Service Request Management Differentiate Contacts vs Partner Contacts in the Service Request Contacts Table None Setup Required
Service Request Management Extensible Recommendation Cards for the Service Request Details Page and other SR pages None Visual Builder
Service Request Management Filter Recent Service Requests by Primary Contact for Improved Performance None Visual Builder
Service Request Management Multi-task more naturally across SRs and interactions while conversing with AI agents None Setup Required
Service Request Management Refine SR Summaries with interactive AI None Setup Required
Service Request Management Service Contact Insights: AI-Powered Interaction Summaries for Faster Service None Visual Builder
Service Request Management Service Request Resolution Workflow Advisor Enhancements None Setup Required
Service Request Management Support Event Handling from the AI Conversation panel None Visual Builder
Service Request Management Initiate Smart Actions added to the SR action plan directly from the SR Pending Section Small scale None
Service Request Management Search by SR Status in the Service Contact Page Small scale None
Service Request Management The Critical indicator displays only in the expanded mode of the SR details side panel Small scale None
Work Order Management Ability to Reschedule, Cancel and Edit Fusion Field Service Activities from Service Work Order Larger scale None
Work Order Management Manage technician preferences and access schedules from the Service Profile fold-out view Small scale None