SERVICE CENTER
- IMPROVEMENTS TO MANAGE AGENT’S PRESENCE IN CLASSIC AND REDWOOD
We have made some changes to the Omnichannel Work Availability toolbar in both Classic and Redwood Service when you have some of your users set up to use Classic Service, and others set up to use Redwood. If Redwood has been enabled but some users continue to accept chats in Live Window, then those users will only be able to set their chat availability in the Classic user interface. If Redwood is enabled and Live Window is not being used, then users will be only able to set their chat availability in the Redwood Service user interface.
This change will ensure clarity on where to set chat availability when your company has blended agents, where some users are using the Classic and others are trying the Redwood Service experience.
SERVICE REQUEST MANAGEMENT
- USE GENERATIVE AI TO AUTOGENERATE A CUSTOMER RESPONSE WHEN SHARING KNOWLEDGE ARTICLE
With Generative AI-enabled for the Redwood Service Center, when an agent shares a knowledge article with a customer, the application will autogenerate a customer response that contains a summary of the article and contextual information derived from the article. This response will either be inserted into the chat conversation or email draft depending on whether a live chat is currently underway.
SERVICE CHANNELS
- ABILITY FOR REDWOOD AGENTS AND END USERS TO ADD ATTACHMENTS TO THEIR CHAT CONVERSATIONS
Redwood Agents and end users will be able to add, send and view attachments while in a chat conversation.
Redwood Agents will be able to add multiple files to a chat conversation from the chat input field using the “+” sign.
WORK ORDER MANAGEMENT
- ACCESS SCHEDULE SUPPORT FOR FIELD SERVICE WORK ORDERS
You can now set technician access schedules for a customer account and account service profile. An access schedule includes access hours and access exception dates. The access hours define the intervals in which an asset such as a building or equipment is accessible for resources to be on site.
Access schedules consist of set of access schedule intervals (up to two intervals per weekday), and a set of exception dates. The exception dates are treated as non-working.
SERVICE ANALYTICS
- ALLOW MANUAL SUBMISSION OF BI SCHEDULED PROCESSES
This applies only if you are an existing Fusion Service/Help Desk customer running any of the following scheduled processes (ESS jobs):
- Execute Incremental Load of SR Audit data for Reporting
- Aggregate Service Requests
- Execute Incremental Load of Cross-Channel Interaction Data for Reporting
- Execute Incremental Load of HCM Person Mapping Data for Reporting
All the above jobs are auto-submitted by the system. In 24B, they are being replaced with new manually submitted jobs that were initially released in 23B. If you have not previously done so, you should start running the four additional jobs (as applicable) mentioned in the table below.
- CASE MANAGEMENT
QUICKLY CREATE A CASE FROM ANOTHER CASE
Using the new ‘Copy Case’ feature, you can use an existing Case as the basis for a new Case.
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