Migration is available for existing customers. The new Interview Object now allows for automatic recording of IA checkpoints and transcripts, enabling easy review without manual configuration. Intelligent Advisor now supports creating and updating service requests via Intelligent Advisor interview.In addition to the new functional controls, a new searchable interface has been added for convenient access to the detailed audit history of a Case. More discrete privileges give even more control to administrators to ensure case workers have only appropriate functionality available to them. Case Management security has been significantly enhanced with new functional privileges for all actions in the Case user interface.Significant enhancements that optimize agent and end-user productivity include new authoring UIs, modernized search with AI & ML, refreshed versions of My Knowledge for Service and HCM, and a new Agent Knowledge experience in Service Center and Help Desk. Knowledge Management in the Redwood user experience is now generally available.A new Visual Builder template is also available with added support for file attachments, keep-me-signed-in enhancements, and improved support for knowledge search. Starting with inquiry routing improvements, Web Chat expanded the chat context to include the new Fusion Service standard fields and custom fields. Digital Customer Service features multiple enhancements.Additionally, agents will now have easy access to the audit log for Service Requests, and improved handling of media controls for telephony integrations. Enhancements to the UI Events Framework allow customers and system integrators to build seamless mashups using bi-directional event communication between Redwood Service Center pages and 3rd party applications. Service Center in the Redwood user experience has made several advances in both agent productivity and extensibility.Notable new features and enhancements include: The 23B release shows the rapid development or Oracle Fusion Service, Help Desk, Field Service and Intelligent Advisor, along with the continued enhancement of Oracle B2C Service. For more information about Oracle (NYSE:ORCL), visit Service 23B Product Release Highlights Oracle offers a comprehensive and fully integrated stack of cloud applications and platform services. My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts. To view full details, sign in with your My Oracle Support account.ĭon't have a My Oracle Support account? Click to get started! We cannot find where the incorrect number is derived from. Where the attribute “Primary Contact Phone” retrieves the data from in a Helpdesk ticket? Which attribute is this? The reason behind the question is that we’ve encountered two employees where the number is wrong when they’ve created a Help desk Service Request, but the number is correct everywhere else in the system (HCM and Manage Users). Qn1:On : 11.13.19.07.0 version, Service RequestĮmployee Primary Contact Phone retrieves wrong number Information in this document applies to any platform. Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.19.07.0 and later Employee Primary Contact Phone Retrieves Wrong Number on HR Help Desk Service Request
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