Oracle Help Desk 26D introduces enhancements focused on AI-powered self-service, Redwood
user experience, activity management, and Redwood migration readiness.
- Enhanced Employee Help Desk Self Service Assistant
Key AI improvements include:
Help desk requests created through the AI agent are now identified with a dedicated source
code.
Knowledge responses are filtered by Business Unit for more relevant answers.
AI-based classification automatically helps determine category, product, and severity.
The Self Service Assistant is now easier to configure and customize.
The AI chat window opens in a side panel, improving usability on the My Help page.
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Business Benefit: Better request classification, more accurate knowledge responses, improved
AI usage tracking, and a smoother employee support experience.
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- New Redwood Activities List Page
A new Redwood page enables agents and users to:
Search, sort, create, and edit tasks and appointments.
Use predefined saved searches.
Configure columns and manage activity details from a single workspace.
Access a modern Redwood experience for Service Center, Help Desk, and Case Management
activities.
Business Benefit: Centralized activity management with improved productivity and a modern
user interface.
- Redwood Migration Deadline Reminder
Oracle has announced that:
Organizations using Classic HR Help Desk must migrate to the Redwood experience before the
27B update.
Classic HR Help Desk will no longer be available starting in 27B.
Redwood Help Desk provides access to AI Assistance, Chat, Case Management, Journeys
Integration, Internal Help Desk capabilities, and future innovations.
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Business Benefit: Future-proofing Help Desk operations while leveraging Redwood and AI driven experiences.
EnchantApps Oracle Cloud experts can help you with your 26D Upgrade and testing. We are here to ensure that Oracle Cloud quarterly updates do not impact your business processes. Contact us for more details.