Oracle Help Desk Cloud 24D – What’s New

The Oracle Help Desk Cloud 24D release brings several new features to enhance efficiency and improve user experience. Here are some key highlights:

• Generative AI for Summarization: Use Generative AI to create a summary in the “Start Conversation with Details” action. This feature allows help desk agents to include an AI-generated summarization when starting an internal conversation with details, providing an overview of the issue, progress made, customer response, and planned next steps.

• Improved HCM Navigator: A new HCM Navigator is introduced, allowing links to the new HCM Redwood pages. This new Navigator improves upon the older version by directing agents to the appropriate UI for HCM and only showing links if the agent has the necessary privileges.

• Support Custom Dashboards for Help Desk: Customize dashboards to suit your help desk needs better, providing more relevant and actionable insights.

• Button Bar for Efficiency: Save time and effort with a new button bar that streamlines common tasks and actions.

• Tags for Internal Help Desk Requests: Use tags to organize better and manage internal help desk requests.

• Reverse Chronological Order for Message Threads: Configure message threads to always be sorted in reverse chronological order, with the Reply button shown at the top of the messages.

Here are more details on the new features in Oracle Help Desk Cloud 24D:

Generative AI for Summarization

• AI-Generated Summaries: This feature combines the “Start Conversation with Details” action with the Summarize Requests feature, allowing help desk agents to include an AI-generated summarization when starting an internal conversation. The summarization provides an overview of the issue, progress made, customer response, and planned next steps.

• Early Adopter Program: This feature is part of an early adopter program and is available through a promotion code. To enable it, you need to open a request with Oracle Support to receive a promotion code and work with the Generative AI team to enable summarization.

Improved HCM Navigator

• New HCM Navigator: A new HCM Navigator is introduced, allowing links to the new HCM Redwood pages. This new Navigator improves upon the older version by directing agents to the appropriate UI for HCM and only showing links if the agent has the necessary privileges.

• Configuration Steps: To enable the new HCM Navigator, you need to navigate to Oracle CX HelpDesk UI Extension App, set the constant hcmNavigatorContext, and replace the current navigator with the new one using Visual Builder Studio.

Support Custom Dashboards for Help Desk

• Custom Dashboards: Customize dashboards to better suit your help desk needs, providing more relevant and actionable insights.

Button Bar for Efficiency

• Time-Saving Button Bar: Save time and effort with a new button bar that streamlines common tasks and actions.

Tags for Internal Help Desk Requests

• Organize Requests: Use tags to better organize and manage internal help desk requests.

Reverse Chronological Order for Message Threads

• Message Thread Sorting: Configure message threads to always be sorted in reverse chronological order, with the Reply button shown at the top of the messages.

These enhancements aim to improve efficiency, provide better insights, and streamline help desk operations.

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