The Oracle Fusion CX Service 25C release continues Oracle’s strategic rollout of the Redwood
Design System across the Customer Experience (CX) suite, with a focus on enhancing agent
productivity, self-service capabilities, and analytics in service management. While the 25C
What’s New documentation emphasizes AI-driven features like the Service Agent Assist (an AI
agent for real-time guidance) and unified service centers, Redwood pages form the
foundational UX layer, providing modern, responsive interfaces for tasks like case management,
knowledge searches, and analytics. These pages build on prior releases (e.g., 25A’s initial CX
Redwood waves) and are enabled by default in many areas, with classic pages available via
profile toggles for gradual adoption.
Benefits of Redwood Pages in CX Service 25C
Productivity Boost: Responsive designs and guided flows minimize clicks (e.g., end-to-
end case creation in under 5 steps), enabling agents to handle 20-30% more volume.
AI and Analytics Synergy: Pages embed the Service Agent Assist AI agent (powered by
LLMs) for real-time support, such as summarizing case notes or suggesting resolutions
based on knowledge bases. OTBI integration allows dynamic Redwood Analytics for
data-driven decisions.
Consistency and Accessibility: Unified UX across CX modules (e.g., Sales, Marketing)
with mobile/tablet support, improving remote work and global team collaboration.
Extensibility: Use Oracle Visual Builder Studio to customize pages (e.g., add custom
fields or validations) without disrupting updates.
Future-Proofing: Aligns with Oracle’s Redwood mandate; classic pages remain
supported but will phase out in future releases.
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.