Implementation Overview
You can use this playbook to set up workflows in Oracle Fusion Service to leverage AI Agents to manage your customer service requests.
At a high-level, this is what you need to do:
- Grant Required Roles and Privileges
- Enable Generative AI Features in Fusion Service
- Enable Workflow Automation
- Create Custom Statuses for Agentic AI Orchestration
- Configure Groovy Scripts to Enable Agenting Orchestration
- Configure Action Plan Actions
- Load Contextual Data
- Create a Workflow
- Verify the Workflow
This diagram explains the configuration steps required for using AI Agents in a Fusion Service workflow:
