The Oracle Fusion Cloud Help Desk 25B update brings a wave of enhancements, especially around the Redwood Experience and AI-driven service improvements. Here are the highlights
- Mandatory Redwood UI: The classic HR Help Desk is deprecated, so all users must transition to the Redwood interface before 28A. It offers a more intuitive and visually appealing experience.
- AI-Powered Case Routing: Cases are now automatically assigned to the most relevant agents using historical data and AI insights.
- Journeys Integration: Employees can access guided workflows directly within the Help Desk, streamlining support and onboarding.
- Enhanced Case Management: Better tools for tracking, categorizing, and resolving cases improve overall efficiency.
- Expanded Knowledge Base Access: Contextual articles are now embedded within the case workflow, helping users find answers faster.
- Advanced Analytics & Reporting: New dashboards offer deeper insights into case trends and resolution performance.
- Improved Collaboration Tools: Internal messaging and file-sharing features have been upgraded to support smoother teamwork.
- Visual Builder Studio Support: You can now tailor workflows more easily with low-code customization options.
EnchantApps Oracle Cloud experts can help you with your 25B Upgrade and testing. We are here to ensure that Oracle Cloud quarterly updates do not impact your business processes. Contact us for more details.
Oracle Fusion Cloud Help Desk 25B – What’s New?