Here’s a crisp breakdown of what’s new in Oracle Fusion Help Desk Cloud 25B, especially around the Redwood Experience.
Key Redwood Enhancements
Mandatory Redwood UI: The classic HR Help Desk interface is deprecated. All users must transition to Redwood before 28A.
AI-Powered Case Routing: Service requests are now auto-assigned to the most relevant agents using historical data and AI insights.
Journeys Integration: Employees can launch guided workflows directly from Help Desk, streamlining onboarding and support.
Enhanced Case Management: Improved tools for tracking, categorizing, and resolving cases boost efficiency.
Embedded Knowledge Base: Contextual articles now appear within the case workflow to help users self-resolve faster.
Advanced Analytics Dashboards: New visualizations offer deeper insights into case trends and resolution performance.
Improved Collaboration Tools: Upgraded internal messaging and file sharing support smoother teamwork.
Visual Builder Studio Support: Low-code customization options make it easier to tailor workflows.
Redwood Page Behavior
-Pages are enabled via profile options, and some may be default-on in 25B. You can toggle them if needed.
- Redwood pages often use Oracle Search Cloud Service (OSCS) for search and results. Initial
data ingest is required for functionality. - Mandatory Redwood UI: The classic HR Help Desk is officially deprecated. All users must
migrate to Redwood before 28A. - Visual Builder Studio Support: Enables low-code customization of Help Desk workflows for
tailored experiences. - Improved Page Layouts: Redwood pages now feature streamlined navigation, embedded
knowledge articles, and contextual actions.
AI-Driven Enhancements
AI-Powered Case Routing: Automatically assigns cases to the most relevant agents using historical data and machine learning.
Generative AI Summaries: Agents can now auto-generate resolution notes, wrap-up summaries, and email responses using GenAI.
Knowledge Article Summaries: AI-generated article snippets help employees resolve issues faster without deep dives
Integration & Collaboration
Journeys Integration: Employees can launch guided workflows directly from Help Desk, improving onboarding and support.
Enhanced Messaging & File Sharing: Internal collaboration tools have been upgraded for smoother teamwork.
Productivity Boosts
Smart Button Bar: Agents now have quick access to common actions via a new button bar on request detail pages.
Keyboard Shortcuts: Speed up case handling with new shortcut keys for frequent tasks.
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.