Help Desk Self-Service
- Limit Actions Provided to Employees
Help Desk Administrators can now configure whether employees are given the options to:
- Close Help Desk Request
- Copy Help Desk Request
They can be given both, one, or neither to give an experience to meet the business needs.
This can be used to prevent employees from prematurely closing help desk requests if only agents are closing the requests according to the policy.
- Hide Author’s Name from Popular Knowledge Articles
Help Desk Administrators can now configure the My Help page so that employees do not see the author’s name when viewing popular articles.
This helps prevent employees from reaching out directly to the person named as the author.
- change Labels for Options on My Help Create Request Dropdown
Administrators can change the labels on the drop-down for the Create Request button on the My Help employee UI page. Previously, if both the Internal Help Desk (ISR) and HR Help Desk (HRHD) were supported, the labels simply said “Internal” or “HR.” This can now be changed to make the options more specific.
This allows more flexibility in naming. For instance, if there are only two Help Desks implemented, one for HR and one for Sales, the labels might be changed to “HR Issue” and “Sales Support.” Or a customer might want to be more specific for the HR label and say, “HR, Benefits, or Payroll” with their Internal label changed to simply “Other.” Allowing customized naming helps to assign the appropriate stripe (ISR or HRHD) and ultimately results in routing the requests more accurately.
Help Desk Request Management
- Start Conversation with Details
Help Desk agents often start an internal conversation to clarify or escalate an issue, and it is helpful or necessary to provide context about the help desk request to the recipients of the message. Agents can now easily include detailed descriptions and message threads as background information when starting an internal conversation. The agent can choose which attributes, attachments, and threads to include. The agent is also given an opportunity to edit the new conversation to redact any portion of the messages or give additional introductory text before sending the background details as part of the internal conversation.
This saves the agent time since they do not have to either copy the messages manually or explain the details in their own words to the recipient of the conversation.
- Use Help Desk Request Milestones in the Adaptive Search Framework
Search for and prioritize internal and HR help desk requests by the date and time that the next milestone is due. This feature is available for use in Redwood Help Desk saved searches.
Agents can organize and prioritize help desk requests by the milestone due date.
- Automatically Generate Summaries of Help Desk Requests with Generative AI
Help Desk administrators can now configure Help Desk to allow Help Desk agents to request an AI-generated summarization. The summarization feature generates a Help Desk Request summary on demand when an agent types ‘Summarize Request’ in the action bar. The summary takes existing information from the Help Desk Request and applies Generative AI to provide an overview of the issue, progress made, customer response, and planned next steps. Using this functionality, Agents and Managers can quickly understand the issue and its status during reviews and hand-offs.
This feature is part of an early adopter program and is made available through a Promotion Code. If you are interested in implementing this feature, please contact Oracle Support and submit a request.
This feature allows agents to get an overview of the help desk request, without having to read all of the message threads. This is especially beneficial in the situation where an agent has been recently assigned to an in-progress request because the agent formerly working on the request is not available due to vacation, out-of-office status, or leave of absence and there have already been numerous interactions during the life of the help desk request.
Case Management
- Escalation Process for HR Grievance Cases
Administrators can quickly configure a powerful process that gives agents an easy way to copy sensitive information from an HR Help Desk Request to create a Case.
Escalations are a secure and efficient way for Help Desk agents to forward sensitive issues like grievances to the Case Management team.
Service workflow and Automation
- Enable dynamic links for email notifications in the help desk
This feature allows your administrator to add dynamic links in email notifications for the help desk. Recipients of these notifications will now have the ability to drill directly into a help desk request from an email notification.
Providing users with the ability to directly access and address their help desk requests from their email notifications will definitely enhance their experience and streamline their workflow. It’s a proactive approach to improving productivity and responsiveness to support inquiries. Users will appreciate the convenience of being able to quickly drill down into their help desk requests without having to navigate through multiple screens or applications. Overall, this feature has the potential to significantly enhance the efficiency of your help desk system and contribute to overall customer satisfaction.
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