Feature Summary

Impact to Existing Processes Definitions
  • Large scale: These features have a higher potential impact on users due to their complex designs. Focus your acceptance testing on these features.
  • Small scale: These features have minimal impact on users and typically involve minor changes to fields, validations, or programs.
  • Report: These features have minimal impact on users and include new or modified, Oracle-delivered, ready-to-run reports.
  • None: These features are not delivered enabled. These features will need steps to use. You can choose if and when to enable them.
  • Potential Setup: Features showing Potential Setup in Actions to Enable indicate that there is prerequisite or optional configuration to consider. This may change the feature's impact to your business processes.

Download feature summary table.

Module Feature Impact to Existing Processes Action to Enable
Case Management Add or Remove Fields from Primary Contact and Employee Pickers for Case Pages None Setup Required
Case Management Enhance the Case Analyzer AI Agent with Custom Starter Questions None Setup Required
Case Management Case Management Subject Area Enhancements Small scale None
Service Analytics AI Usage, Effectiveness and Engagement Reports Small scale None
Service Center REMINDER - END OF LIFE NOTICE: Classic Sales and Service Experience in Fusion None Setup Required
Service Channels A standalone duty role for accessing Interactions None Setup Required
Service Channels Automatically Respond to New Inbound Email Requests None Setup Required
Service Channels Notification Assistant available as a Workflow Agent None Setup Required
Service Channels Store the problem and solution for each chat None Setup Required
Service Request Management AI-Powered Action Suggestions in the Action Bar Larger scale Potential Setup
Service Request Management CX Service: Drag-and-Drop Relation Object Tables for SR Pages None Visual Builder
Service Request Management Cancel Action Plans and Solo Actions on a Service Request, Help Desk Request and Case Record Small scale Potential Setup
Service Request Management Compose Message Field Automation for Service Requests None Visual Builder
Service Request Management Deliver Most Recently Used Suggestions for Service Center Assigned To and Queue Fields Small scale Potential Setup
Service Request Management Hide SR Attachment category and URL through extensibility None Setup Required
Service Request Management Iterative AI Recommendation Cards for Faster Resolutions Small scale Potential Setup
Service Request Management New Global Function to Invoke AI Agent Flows from Custom UI Components None Visual Builder
Service Request Management Notifications Now Appear Only on the Active Tab None Visual Builder
Service Request Management Optionally hide some elements of the Copy SR Action None Visual Builder
Service Request Management Rapidly Improve Message Content with Generative AI Small scale Potential Setup
Service Request Management SR Summarization is Now a Configurable AI Agent None Setup Required
Service Request Management Smart Actions to launch AI Agents in Service Center None Application Composer adjustments to expose
Service Request Management Time-based Automations - Scheduling Data Lifecycle Management Actions None Setup Required
Service Request Management View Milestones in the new SR Details Page Small scale Potential Setup
Service Request Management View which Linked Knowledge Articles were shared and helped to solve the SR Small scale Potential Setup
Service Request Management Enhancements to Service Request Creation Assistant Small scale None
Work Order Management Copy Service Work Orders Larger scale Potential Setup
Work Order Management Service Profile Foldout Page Usability Enhancements Larger scale None