The Oracle Help Desk Cloud 25A release introduces the Redwood Experience, which includes several updates and enhancements. Here are some key highlights:
- Updated Redwood Theme: All pages within the Help Desk now use the plum theme as the default. This is a minor cosmetic change to the user interface.
- Enable HR Help Desk: To enable the HR Help Desk in the Redwood Experience, you need to navigate to Setup and Maintenance, select the Help Desk offering, and enable various features such as Help Desk Assignment and Routing, Email Communication Channel, Knowledge Management, and Action Plans.
Key Features and Enhancements:
- Redwood User Experience:
- A redesigned user interface that offers a more intuitive and streamlined experience.
- Enhanced navigation and improved accessibility features to make it easier for users to find and manage help desk tickets.
- Knowledge Management:
- Integration with Oracle Knowledge Management to provide users with quick access to relevant articles and solutions.
- Improved search functionality to make it easier to find relevant information.
- Action Plans:
- The ability to create and manage action plans directly within the Help Desk.
- Templates for common issues ensure consistency and efficiency in handling tickets.
- Enhanced Reporting and Analytics:
- New dashboards and reports to provide insights into help desk performance and ticket resolution times.
- Customizable reports to meet specific business needs.
- Email Communication Channel:
- Integration with email to allow users to create, update, and manage tickets via email.
- Automated email notifications to keep users informed about the status of their tickets.
Help Desk Assignment and Routing:
- Advanced assignment and routing rules to ensure tickets are directed to the right team members.
- Integration with Oracle Workforce Management to optimize resource allocation.
Security and Compliance:
- Enhanced security features to protect sensitive information.
- Compliance with industry standards and regulations to ensure data privacy and security.
EnchantApps Oracle Cloud experts can help you with your 25A Upgrade and testing. We are here to ensure that Oracle Cloud quarterly updates do not impact your business processes. Contact us for more details.
Oracle Help Desk Cloud 25A Redwood Experience