Key takeaways

  • Adopting the Redwood user experience gives Oracle Fusion Cloud Sales and Service customers access to embedded generative AI features and AI agents, such as deal advisors and triage agents, that automate routine tasks and improve productivity.
  • All Oracle Fusion Cloud Sales and Service customers should migrate to Redwood by the 27A update in early 2027 to ensure their applications stay supported.
  • In-product accelerators can automate up to 80% of the migration effort, resources on Oracle Cloud Customer Connect can help you get started, and the Oracle Center of Excellence can provide assistance.

AI is quickly becoming the foundation of how work gets done in Oracle Fusion Cloud Applications. The Redwood user experience (UX) is at the center of this evolution since it’s a requirement for accessing embedded AI capabilities. For Oracle Fusion Cloud Sales and Service customers that haven’t yet begun the Redwood migration, now is the time to get started. Resources on the Oracle Cloud Customer Connect (OCCC) pages for Sales and Service as well as accelerator tools available in the products can help.

What you get from Redwood

Redwood introduces simplified workflows, intuitive and efficient interfaces, and cleaner and more consistent experiences across modules. But the primary benefit of migrating to Redwood is the ability to use embedded AI capabilities that can make daily work easier, including generative AI and AI agents.

How AI helps sales teams work smarter

For sales teams, access to Oracle AI means spending less time manually entering data about opportunities and instead using AI-generated insights to support customers and close deals. For example, the Deal Advisor agent can answer complex questions about where a deal stands and identify potential risks. This intelligence extends to a dashboard that interprets data patterns in plain language. Sellers can interact with these insights, asking the agent to explain a specific anomaly or suggest a mitigation strategy. And generative AI features assist with tasks like writing emails, summaries, and agendas to ensure consistent quality and faster execution.

How AI supports customer service employees

AI capabilities in Oracle Cloud Service help your customer service department automate standard interactions and resolve issues quickly. For example, a Triage Agent can review incoming requests to ensure necessary information is captured and tickets are routed correctly. Relevant data from file attachments can also be extracted and summarized. A Customer Self-Service Agent can search the knowledge base, answering customer questions and escalating to live service agents when needed. This AI-first approach frees employees to focus on complex cases and build loyalty.

The adoption timeline

All Oracle Cloud Sales and Service customers should migrate to Redwood prior to the 27A update in early 2027. After that date, pages on the classic interface (also known as ADF) will no longer be available or receive bug fixes, new features, or enhancements. Migrating now ensures your business remains competitive and supported.

Support for Redwood transitions

Moving to Redwood is a migration, not a re-implementation. The data foundation remains the same—only the UX layer and workflows are updated. To speed the process, Oracle provides Redwood Accelerators in Oracle Cloud Sales and Service. These in-product tools can automate up to 80% of the effort, often getting foundational flows running in Redwood in less than an hour.

Oracle also provides support and guidance to customers. OCCC pages for Sales and Service offer a library of resources, videos, forums, and monthly office hours to answer your technical questions. The Oracle Center of Excellence can coach you through the migration process and assist with specialized scenarios like customized workflows.

In summary

The transition to Redwood lays the foundation for more productive, AI-driven sales and service organizations. Start your migration by reviewing the resources listed below.

Resources to help

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