Oracle Cloud Help Desk 26B Release: What’s New?

Oracle Cloud Help Desk 26B introduces Redwood-powered usability, AI-driven case resolution,
and stronger integration with Service Requests and Knowledge Management. The release also
signals the end-of-life for Classic HR Help Desk, requiring migration to Redwood by 26D.

Key Enhancements in Oracle Help Desk 26B

1. Redwood Experience
   Modern UI: The Help Desk now fully leverages Redwood for a cleaner, more intuitive agent and
   employee experience.
   Migration Requirement: Classic HR Help Desk will be retired by Release 26D, making Redwood
   adoption mandatory.
2. AI-Powered Agent Tools
   Action Suggestions in SR Action Bar: AI surfaces recommended next steps directly in the
   Service Request interface, reducing decision fatigue for agents.
   Iterative AI Recommendation Cards: Agents receive adaptive, conversational guidance for
   faster resolutions.
   Generative AI for Outbound Messages: Improves grammar, tone, and clarity of responses,
   ensuring professional communication.
   Configurable AI Summarization: Service Request summaries can now be tailored as AI agents,
   improving reporting and case handovers.
3. Knowledge & Case Management Integration
   Smarter Case Resolution: AI recommendations link directly to knowledge articles and prior
   resolutions.
   Improved Collaboration: Redwood UI enhances visibility across teams, making escalations
   smoother.

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