New features in Oracle Fusion Service 25B
Digital Customer Service (DCS)
DCS received a few key features in 25B.
Expanding on Oracles rollout of AI related features, DCS administrators can now configure DCS to show AI generated results first in knowledge searches conducted by users in the DCS portal. This saves the user time by providing a relevant answer to the search query without them needing to go diving through various knowledge articles.
DCS now supports embedded Fusion Interviews within knowledge articles. Fusion Interviews is the recently launched capability to define question and answer flows (think of it as a lightweight Oracle Intelligent Advisor). Troubleshooting flows can now be embedded in articles and made visible on DCS.
Help Desk
There are too many new features for Help Desk for me to list out in detail but I’ll do my best to summarise them for you.
Firstly, more AI capabilities focused on productivity improvements with request management, including the following:
- Generate resolution notes when resolving a Help Desk Request
- Generate wrap-up notes at the conclusion of a Call or Chat
- Include the generative AI summary of a knowledge article when sharing with an employee
- Auto-compose email to share AI-generated Resolutions
Some additional (non-AI) productivity improvements rolled out in this patch include keyboard shortcuts for agents, as well as improved efficiency with the Button Bar – a new feature that provides access to smart actions as buttons at the top of the Help Desk Request Detail page.
Knowledge Management
Key callouts for knowledge management are as follows:
Add files and images to knowledge articles - You are now able to upload files and images and choose exactly where you want them to show up in your article. Once a file, such as a photo of your product or logo, has been uploaded you can use it over and over again in as many articles as you like.
Add links to images – images can now act as clickable links within your knowledge articles, redirecting users to the specified URL.
Service Center
Service Center received in the vicinity of twenty new features this release – too many to list here but I’ll call out the ones that stand out to me.
Work order management improvements in Service Center – Field Service Work Orders now offer a better integrated experience from within Service Center. Previously, work orders that had been integrated to Field Service were effectively locked, however now users can update and resubmit the work order, cancel the work order or resubmit on the work order when there are errors. In addition, work orders can now be managed directly within the service center console instead of the application punching out to a separate browser tab.
Service request management – SRs received similar AI features as Help Desk Requests and can now generate SR summaries in additional languages, auto-compose email to share AI generated resolutions which can also leverage previously resolved SRs to determine its resolution plan to auto-resolve your SRs.
This is just a very small snippet of the new enhancements available within CX Service. For the full list of changes available, visit the Cloud Applications Readiness documentation.
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Author: Kev Stephens