Fusion Service Center Administration in Redwood
Most of the administrative tasks in Fusion Service have now been updated with a new Redwood UI that modernizes each task with a consistent, responsive, and accessible experience. The new designs replace the existing Classic (ADF) administration pages with Redwood-based pages while improving usability and preserving the functional intent of the existing setup experience. A few of the admin pages are extensible using Redwood/Visual Builder extensibility, as indicated in the table below:
| Fusion Service Admin Screens | Area |
Extensible |
|---|---|---|
| Action Plan Actions and Action Status Condition | Action Plan | Yes |
| Action Plan Templates | Action Plan | Yes |
| Object Links | Action Plan | No |
| SmartText | Service Center | No |
| Service Request Message Types and Subtypes | Service Center | No |
| Service Request Outcomes and Resolutions | Service Center | No |
| Service Request Severities | Service Center | No |
| Service Request Status Values | Service Center | No |
| Service Request Channel Types | Service Request | No |
| Communication Channels | Service Request | No |
| Parts Order Disposition | Service Request | No |
| Profile Option Setup for Business Units | Service Request | No |
| Service Request Channel Type Visibility | Service Request | No |
| Service Request Dynamic Links | Service Request | Yes |
| Registration Requests | DCS | No |
| Email Configuration, Registration, and Validation | No | |
| Cross-channel Interactions | Service Center and Help Desk | No |
| Knowledge Locales | Knowledge | Yes |
| Knowledge Files and Images | Knowledge | Yes |
| Knowledge Article Statuses | Knowledge | Yes |
| Knowledge Users | Knowledge | Yes |
| Media Toolbar | Service Request and Help Desk | No |
| Screen Pop | Service Request and Help Desk | No |
| Call Flow Parameters | Service Request and Help Desk | No |
| Application Classifications | Service Request and Help Desk | No |
| Service Milestones | Milestones | No |
| Queues (List/Create/Edit) | Omni | Yes |
| Capacities | Omni | Yes |
| Work Order Integrations | Work Order | No |
| Case Contributing Factors | Case | Yes |
| Case Filed By Type | Case | Yes |
- Consistent user experience as administration pages follow the same modern Redwood patterns used across Fusion, reducing training and navigation friction.
- Greater productivity with responsive layouts, clearer information hierarchy, and streamlined interactions help administrators complete setup and maintenance tasks faster.
Steps to enable and configure
There are no steps to enable.
Tips and considerations
- There are no privilege changes when moving from Classic to Redwood. You will retain the same access.
- If the Extensible column in the table is set to Yes, extensibility is enabled by default.
- Configure lookups and profile options using Setup and Maintenance, available from the top-right toolbar.
- There are two paths for accessing SmartText:
- Tools > SmartText opens the Classic user interface. This page will be updated in a future release.
- Service > Service Center Administration > Productivity Tools > Manage SmartText opens the Redwood user interface.