The Oracle Cloud Help Desk 25D release introduces significant enhancements focused on
automation, AI-driven workflows, and integration with knowledge management. These updates
aim to streamline request handling, reduce manual efforts, and improve efficiency for HR and
internal help desk teams. Below is a summary of the key new features, drawn from official
Oracle documentation.
- Workflow Automation for Help Desk
No-Code Workflow Builder: A new, intuitive, no-code interface allows business users to
compose and deploy workflows using plain English. You can automate repetitive tasks like
notifications, attribute updates, and action plan activations based on Help Desk request
attributes.
Automate Updates to Request Attributes: Automatically keep request information accurate
without manual intervention, ensuring data consistency throughout the lifecycle.
Business Object Attributes as Conditions: Use specific attributes from linked business objects
(e.g., employee records or sales objects) as triggers for workflows, enabling more tailored and
precise automation.
- AI Agents and Agentic Flows
Out-of-the-Box AI Agents: New pre-built agents like the Triage Agent (for initial request
categorization) and Resolution Agent (for suggesting solutions) can be used standalone or
orchestrated in an Agentic Flow to handle complex scenarios.
Human-in-the-Loop Integration: Combine AI actions with optional human review steps for
better accuracy and compliance, allowing teams to resolve requests faster and more reliably.
- Enhanced Knowledge Management Integration
Insert Troubleshooting Interviews into Help Desk Articles: Embed Fusion Interviews (based on
the Troubleshooting template) directly into HR Help Desk and Internal Help Desk knowledge
articles. These create a tree of diagnostic questions to guide users to solutions interactively.
EnchantApps Oracle Cloud experts can help you with your 25D Upgrade and testing. We are here to ensure that Oracle Cloud quarterly updates do not impact your business processes. Contact us for more details.