Oracle Fusion CX Service 25B Redwood Pages

Oracle Fusion CX Service 25B brings a wave of Redwood Experience enhancements that elevate usability, streamline workflows, and introduce AI-powered capabilities across service modules.

 Redwood Experience Highlights in CX Service 25B

• Unified Workbenches: Pages like Purchasing Workbench and Supplier View of Consumption
  Advice now offer consolidated views and streamlined actions, reducing navigation fatigue.
• AI Assist Features:
• Item Descriptions: Generative AI helps format and enrich product descriptions.
• Manufacturer Info: Auto-populates manufacturer details from external sources.

Search Optimization:

• Redwood pages with search regions now leverage Oracle Search Cloud Service (OSCS).
• Admins must ingest object data into indexes for search results to populate correctly.

Setup & Enablement Tips
Profile Options: Most Redwood pages are toggled via profile options in Setup and Maintenance
> Manage Administrator Profile Values. For example:

• ORA_MNT_EXECUTION_LANDING_PAGE_REDWOOD_ENABLED
• ORA_MNT_MANAGEMENT_LANDING_PAGE_REDWOOD_ENABLED

Search Index Configuration:

• Enable ORA_FND_SEARCH_EXT_ENABLED
• Run scheduled jobs to ingest data into OSCS indexes like fa-alm-work-order or fa-hcm-
  savedsearch

 AI-Powered Enhancements in CX Service 25B

• Generative AI for Case Routing: Automatically suggests optimal routing paths based on
  historical resolution patterns and agent expertise.
• Resolution Note Suggestions: AI proposes draft resolution notes based on ticket context,
  reducing manual effort and improving consistency.
• Sentiment Analysis Dashboards: Embedded analytics now include sentiment scoring from
  customer interactions, helping agents prioritize and personalize responses.

 Redwood UI Advancements for CX Agents
Agent Workbench Overhaul:

• Unified view of service requests, customer profiles, and interaction history.
• Quick actions like escalate, assign, or reply are now context-aware and surfaced inline.

 Help Desk Redwood Pages:

• Enhanced with smart search, saved filters, and collapsible panels.
• Supports OSCS-powered search for faster ticket retrieval.

 Visual & Functional Upgrades

• Dashboard Cards: Redwood dashboards now feature KPI cards for open cases, SLA breaches,
  and customer satisfaction scores.
• Mobile Optimization: Pages are responsive with touch-friendly layouts and collapsible sections for field agents.