Oracle Help Desk Cloud 25B introduces several enhancements, particularly with the Redwood Experience, which modernizes the UI and improves functionality. Here are some key updates:
- Mandatory Redwood UI: The Classic HR Help Desk is deprecated, requiring migration before 28A.
- AI-Powered Assistance: Intelligent recommendations and automation streamline case resolution.
- Journeys Integration: Employees can access guided workflows directly within the Help Desk.
- Enhanced Case Management: Improved tracking, categorization, and resolution tools.
- Visual Builder Studio Support: Customization options for tailored workflows.
- Redwood UI Enhancements: A more intuitive and visually appealing interface improves navigation and usability.
- AI-Powered Case Routing: Automatically assigns cases to the most relevant agents based on historical data and AI insights.
- Expanded Knowledge Base Integration: Employees can access contextual knowledge articles directly within their case workflow.
- Advanced Analytics & Reporting: New dashboards provide deeper insights into case trends and resolution efficiency.
- Improved Collaboration Tools: Enhanced internal messaging and file-sharing capabilities streamline communication.
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.
Oracle Help Desk Cloud 25B – What’s New?