Service Center
Service Request Management
- Service Home Page is Now the Default Agent Experience in Redwood Service Center
The Service Home Page is now the default agent experience in the Service Center in the Redwood UI. The Service Center Home page provides a summary of the current service issues and collaboration conversations that a service agent is working on. Agents can see the most critical information they need to manage their workday and stay up to date on their performance. The Service Home page has become the persistent home tab (the leftmost in-app tab) when agents enter the Service Center area of the application, replacing the service request list page which was the default view in previous releases.
On the Home page, the agent will find helpful information including:
- A set of KPIs so agents know how they are doing, such as the number of SRs that need their attention
- A list of their top SRs (based on their personal default saved search). Users can also drill down to see the service list page with the other saved searches and search features.
- A list of the most recent collaboration conversations that have updates, so the agent can watch for messages from colleagues
- A list of recent items (most recent service records the user viewed), so the user can quickly return to them later in the day if needed.
Other reports or helpful information. We ship a prebuilt layout with 2 graphical reports that show the Number of SRs the agent has worked on for the quarter by Status and Category.
This page can be configured to add or remove the various metric cards, sections like My Messages, and graphical reports.
- Easily Insert Existing Service Request Attachments Into a New Message
In the Redwood user interface, agents now have the option to insert existing attachments into a new Service Request message by selecting from the existing attachments on the SR. A new icon on the bottom of the Compose Message UI displays a list of the SR attachments from which to select.
- Accelerate User Actions Using SmartActions in Action Plans
Action Plans can now include many of the SmartActions as a step in the plan (in other words, SmartActions that already appear in the Action Bar). Steps in an action plan can now include popular and common actions like starting internal Conversations, Send Messages, and Assign to Me.
- Use Interviews in Your Action Plans for AI-Based Guidance and Assistance
Action Plans can now include Interviews that can guide and assist agents in troubleshooting common customer issues. Administrators and subject matter experts can easily create Interview flows using the convenient troubleshooting template. The interview authoring experience includes generative AI to help the author more quickly populate draft text for the symptoms and solutions. In the future, as other types of Fusion Interview templates are provided for agents, they will also be available for inclusion in an Action Plan action.
- Search on Other Attributes in the Add Contact Search Page in the Classic Service Request UI
In the Classic UI for Service Requests, when searching for potential Contacts to add to the SR record, the default filter used to search is based on the value in the Account field.
- Define Access Group-Based Data Security for Service Profiles
You can define access group-based data security on Service Profiles. Access groups are the recommended way of granting data permissions to users rather than SQL-based data security policies. Instead of creating security policies using SQL, you can use object-sharing rules in the Sales and Service Access Management UI to define your visibility criteria.
You can create custom security policies on service profiles by using a user-friendly administration UI. You don’t need to know SQL to create these policies.
Steps to Enable
In the Sales and Service Access Management UI. you now have the option to create object-sharing rules for new or existing access groups to grant access to service profiles.
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