New features in Oracle Fusion Service 26A
IMPORTANT!
Oracle have announced the end of life of the Classic UI for both Fusion Sales and Fusion Service. The Classic UI will be fully decommissioned in release 27A, meaning that if you have not migrated to the Redwood user interface, you have approximately 12 months to do so (depending on your release cohort).
Impacted features include SUI pages for Account, Contact, Address, Lead and Opportunity, Sales Forecasting (Classic) & Quota Management, Classic Outlook Integration (Gen 1 plugin) and Digital sales (classic) among others.
Oracle have developed several accelerator tools to assist you with the migration and needless to say, Kyte is also available to help if you need advice or relevant skills to fast track the project.
The full end of life notice can be found here, including links to FAQs: END OF LIFE NOTICE: Classic Sales and Service Experience in Fusion — Cloud Customer Connect
And now back to the regular update!
AI Related Features
Auto Flagging of Bounced / Out of Office emails for Service Requests
Introduces an AI agent powered service agent that detects bounced and out of office replies, updating the parent SR to alert your customer service reps. This has been a sorely lacking feature in Fusion so it’s great to see this being added.
Global Function for AI Agent Integration in Fusion Service
Developers can now embed AI Agent UIs directly in the Service Center work area. Use this to automate workflows, assist with knowledge retrieval and guide service representatives through complex tasks.
Help Desk Gen AI Assistance for Employees
My Help employee users can now trigger a conversation with an AI Agent via the Get AI Assistance link. If the issue is not resolved at the end of the conversation, the agent can raise a help desk request on the employees behalf, including all of the chat history of the interaction.
Core Features
Outbound Service Email through Microsoft Exchange
With this release Oracle are providing the ability for customers to use Microsoft Exchange for outbound service email. If you are already using Exchange for inbound email, this feature is probably for you.
Run Queue Assignment Smart Action
Help Desk agents can now manually trigger queue assignment for individual help desk requests via smart actions.
Upgrade to Oracle Cloud Infrastructure Identity and Access Management
- Oracle are upgrading Identity and Access Management (IAM) to Oracle Cloud Infrastructure Identity and Access Management (OCI Identity and Access Management) for Fusion applications in the coming months if your environment is not already on it.
- More information on this can be found here.
Multifactor Authentication
- The rollout of MFA continues, with all newly provisioned environments rolling over to it automatically. New this release is the capability to disable MFA in non-Production environments
- Note MFA is not required where SSO is configured
Improvements to Adaptive search
- Search on Descriptive Flexfields (very useful for ERP customers with Sales as a front end, allowing those ERP flexfields to be used in adaptive search)
- Nominate fields for partial term match – enable partial term matching on the fields of your choice.
Links to release documentation
About the Author Kevin Stephens
That’s me! I’m Kev Stephens, a Senior Oracle CX Consultant at Kyte and have recently taken on the role of Capability Lead for our Fusion Sales and Service practice. I have over 25 years of experience implementing and managing systems, predominantly in the Customer Support and Service space.
I’m based in Sydney and I’m always open for a chat and a coffee to discuss Oracle solutions and or guitars (I have been playing music longer than I’ve been implementing systems if you can believe that!). Please reach out if you have any questions around the features discussed in this article and beyond.
Thanks - Kev