Key takeaways

  • Long used for HR service delivery, Oracle Fusion Help Desk can now manage employee support across finance, sales, supply chain, IT, facilities, and operations.
  • Native integration with Oracle Fusion Cloud Applications can simplify deployments, reduce integration complexity, and create more consistent employee experiences.
  • AI-assisted support capabilities help organizations scale internal service operations while improving the speed and quality of issue resolution.

Internal help desks keep business operations moving. HR teams answer questions about payroll and benefits. Finance teams respond to procurement and expense inquiries. Sales organizations field discount approvals and territory questions. Large organizations operating in a complex or regulated industry—such as healthcare, financial services, communications, manufacturing, and high tech—operates multiple help desks.

For more than a decade, Oracle Fusion Cloud HCM customers have been using Oracle Fusion Help Desk to deliver HR service. Advances in the product’s capabilities—including AI—mean it can now support use cases in finance, supply chain, sales, IT operations, facilities, and more. This article explains what’s behind the expanded product and what it means for Fusion Apps customers.

A proven help desk platform

Fusion Help Desk is a mature, enterprise-scale product that includes ticketing support, a knowledge base, and case management capabilities for complex investigations and long-running issues. It offers self-service and personalized guidance through an employee portal and enables live interactions with human agents via phone, live chat, and email. Support representatives can collaborate with each other using email, Slack, and Microsoft Teams.

In addition, new AI agents automate employee support activities, including triaging requests, creating tickets, suggesting resolutions, authoring responses, and more. The combination of automation and human support helps organizations scale service operations while still ensuring employees can reach a live expert when necessary.

From HR to everywhere

Hundreds of Oracle Cloud HCM customers have chosen Fusion Help Desk to answer questions about benefits, leaves of absence, payroll, manager support, and complaints. But organizations need support capabilities beyond HR, so Fusion Help Desk has been extended to finance, sales, supply chain, and operations use cases, including but not limited to:

  • Procurement and expense inquiries
  • Deal approval, discount requests, contract support, and quota or territory questions
  • Supply chain, work order, and logistics support
  • Equipment repair, facilities issues, and incident reporting
  • IT problem resolution and knowledge management

Any customer using Oracle Fusion Cloud ERP, Supply Chain, Procurement, Sales, or Incentive Compensation can purchase Fusion Help Desk for those environments.

Why this matters for customers

The expansion of Fusion Help Desk delivers several advantages for Fusion Apps customers.

  • Fewer integrations, less complexity: Native integration means customers can simplify deployment and reduce integration overhead. They don’t need to rely on third-party help desks that require extensive integrations, data synchronization, and customization work.
  • Secure, unified experiences: Keeping employee support processes on the Fusion Apps platform helps customers maintain tighter control over business data, workflows, and security policies. It also creates a more consistent user experience across departments.
  • AI-assisted resolutions: With embedded AI to automate issue resolution, ticket routing, and knowledge search, customers can scale internal support while improving employee experiences. And because Fusion Help Desk is part of the Fusion Apps platform, AI can operate with richer business context than third-party solutions.
  • An alternative to point solutions: Rather than adding vendors, customers can consolidate support capabilities on a platform already connected to their core business applications.

Learn more

Fusion Help Desk began as a solution for HR support, but it’s now a platform that can serve employees across virtually every department. Oracle, for example, uses it to operate dozens of internal help desks across business functions, including IT and sales. You can learn more about its capabilities—and whether it’s right for your organization—by watching this webinar on Oracle Cloud Customer Connect.

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