Are you ready for Fusion Service Center 25A release?
I am leveraging Oracle Generative AI to help summarize the 25A features for quick reference.
This release adds AI-powered service request tools, extensibility, analytics, and channel management. Oracle keeps improving its service platform.
Specific Service Center Model features are listed below:
Service Request Management
- Agents can now search for contacts based on their postal address on the Service Contact page.
- When Service Requests are opened as dynamic tabs in the Classic Service Request UI, more information is displayed when hovering over the SR dynamic tabs with the mouse.
- The 25A Fusion Service Center introduces new extensibility features through Message Composer Event Listeners, enhancing functionality and customization options for Service Request objects.
- Two new actions introduced on the Service Center Home Page based on user privileges: “Create New Service Request” and “Create New Work Order.”
- If a Service Request has a problem description, it will be passed to the Search Knowledge action, enhancing search results for matching articles.
- Users can customize the service request creation process in Oracle Visual Builder Studio by adding new sections, components, and display logic to the service request form.
- The Enhanced Service Center Extensibility Framework simplifies customization of the Service Center navigation with the cxSvcNavigation event and new CX Actions.
- Adaptive Search helps find similar service requests from the corpus, providing insights for effective resolution of current requests.
- AI-generated summaries of service requests reduce the scope for hallucinated responses. Prompt configurator allows customization of prompts, and new role privileges have been added for the Resolution Agent feature.
- The Service Contact Page has been improved with customizable vertical dynamic containers, enhanced UI for additional sections, field reset functionality, improved custom button alignment, and exposed page input parameters for extension.
Case Management
- Employees can now use a user-friendly “Create Case” page to report cases.
Work Order
- Agents can create work orders directly from the service profile edit page, saving time and effort.
Service Analytics
- New “Service Profile” folder added to the “Service – CRM Service Requests Real Time” subject area. Reports can be built to analyze service request velocity, resolution, agent performance, and other operational aspects in the context of a service profile and its site.
- New subject area, “CRM/Help Desk – Case Management Relationships Real Time,” with out-of-box metrics to understand relationships and dependencies between cases and other business objects. Pre-built reports are available for help desk managers and agents.
Service Channels
- Three new Profile Options introduced to customize chat assignment notifications. These options support auto-assignment and forced assignment features, allowing administrators to tailor the chat work offer assignment process.
- With Generative AI enabled, telephony partners can enable call snippets. Suggestions are generated based on live transcripts, and agents can share knowledge articles via email or text.
- Service Channels: The application now captures Application Interface Type, Application Classification, and contextual data for real-time interactions, providing more information for analysis.
- Service Channels: The application can be configured to pop up one or multiple pages when accepting a chat or call, providing a default navigation that can be overridden using Visual Builder Studio.
Check out additional resources for further details.
CX – Service: Oracle Fusion Service Roadmap Highlights – 25A and 25B
Thank you, Edson