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