Oracle Fusion Cloud Help Desk 25C – What’s New?

Here’s a quick rundown of the new features in Oracle Fusion Cloud Help Desk 25C—designed to
streamline case management, enhance self-service, and improve agent productivity:

Case Management Enhancements

• Automatic Queue Assignment: Cases can now be automatically assigned to queues upon
  creation, improving ownership and routing.
• AI-Powered Case Summarization: Use AI to generate summaries and suggested resolutions
  for cases—great for speeding up response times.

Help Desk Request Management

• Create Requests from Chat or Call Transcripts: Seamlessly convert interactions into actionable
  help desk requests.
• Quick Edit for Spotlight Attributes: Agents can now update key request attributes directly
  from the Help Desk interface.
• Cleaner Reply Views: Previous responses are hidden when viewing customer replies, making it
  easier to focus on the latest message.
• Link to Employee Summary Page: A new shortcut lets agents jump directly from a Help Desk
  request to the employee’s profile.

Self-Service Improvements

• Limit Knowledge by Business Units: You can now restrict knowledge articles based on
  business unit, ensuring users see only relevant content.

Agent Experience Improvements

• Quick Edit for Spotlight Attributes: Agents can now update key fields (like priority or category)
  directly from the Help Desk interface without navigating away.
• Cleaner Reply Interface: When viewing a customer reply, previous responses are hidden to
  reduce clutter and help agents focus on the latest message.
• Direct Link to Employee Summary Page: A small but powerful shortcut—agents can jump
  straight from a Help Desk request to the employee’s profile for faster context.

Self-Service & Knowledge Management

• Business Unit-Based Knowledge Filtering: You can now restrict which knowledge articles are
  visible to users based on their business unit. This ensures relevance and reduces confusion.

Activation Notes
Most of these features are not enabled by default, meaning:

• You’ll need to configure them manually during your upgrade.
• Oracle recommends focusing your acceptance testing on features with a larger impact (like AI
  summarization and queue assignment).

AI & Automation Highlights

• AI-Driven Case Summarization: This feature uses machine learning to analyze case content
  and generate concise summaries and resolution suggestions. It’s especially useful for high-
  volume support environments where agents need quick context.
• Automatic Queue Assignment: When a case is created, it can now be routed to the correct
  queue based on predefined rules—ensuring faster triage and ownership clarity

EnchantApps Oracle Cloud experts can help you with your 25C Upgrade and testing. We are here to ensure that Oracle Cloud quarterly updates do not impact your business processes. Contact us for more details.