Oracle Fusion Help Desk Cloud is a component of Oracle Fusion Cloud Human Capital
Management (HCM) Service is designed to provide efficient support for HR-related inquiries
through self-service and agent-assisted workflows. The 25C release continues the progressive
rollout of the Redwood Experience, Oracle’s next-generation user interface design system.
Redwood pages emphasize consumer-grade usability with streamlined navigation, fewer clicks,
enhanced performance, and cohesive theming (e.g., the default plum theme).
In 25C, Help Desk Redwood pages build on enhancements from prior updates like 25A (e.g.,
refreshed UI and adaptive search integration). Key focuses include simplifying agent workflows,
improving real-time interactions, and embedding analytics for better service request handling.
These pages are not enabled by default in all environments; administrators must configure
profile options and privileges to activate them.
Redwood Experience Enhancements: Modern, consumer-grade UI with streamlined
navigation, faster performance, and plum-themed design for improved user experience.
Direct Editing in Spotlight: Agents can edit up to four person-specific attributes directly
from the page header, reducing navigation for quick updates.
Simplified Service Request Workflow: Faster creation and editing of service requests
with inline attribute modifications, minimizing steps for agents.
Embedded OTBI Analytics: Drag-and-drop Oracle Transactional Business Intelligence
(OTBI) reports into Redwood dashboards for real-time, interactive visualizations (e.g.,
charts, KPIs).
Header Attribute Display: Up to four customizable person attributes are shown in the
page header for better context during request handling.
Country Data Accuracy: New REST service privilege for Human Resource Analyst role
ensures accurate country data display, reducing integration errors.
Journey Integration: Legacy checklists replaced by Redwood Journeys (enabled by
default) for unified task management, supporting Help Desk workflows.
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.