Connect any Oracle and non-Oracle applications ..read more

Unified platform enabling seamless self-service, agent and field service for your customers ..read more

Robust business rules engine for personalised policy guidance and automation ..read more

Integrated service request and case management solution for your workforce ..read more

Oracle Visual Builder January 4, 2024 Driving Innovation in Oracle Cloud Apps Using Oracle Visual Builder and Studio Nizam Mogal Enterprise Applications Architect 01. Introduction For many of us familiar with the previous generation of on-premises ERP applications, the common practice was to extend seeded functionality, allowing us to address localisation and business-specific requirements. However, in the past decade, Oracle Cloud Apps have provided limited options for extensive extensions, with exceptions like simple personalisations through configurations and ..read more

Oracle Help Desk23C September 8, 2023 Generating Help Desk Requests with Oracle Intelligent Advisor Nizam Mogal Enterprise Applications Architect Empower employees and agents with the option to seamlessly create Help Desk requests using the intuitive interview-style interface offered by Oracle Intelligent Advisor. For instance, an employee seeking alternative funding options during maternity leave, even if they are ineligible for maternity pay entitlement. Key Aspects: Define the specific information collected during the interview and transfer it to populate the Help ..read more

Oracle Help Desk23C September 8, 2023 The Mass Update Feature for Help Desk Requests Nizam Mogal Enterprise Applications Architect The Mass Update feature in the Redwood Help Desk enables agents to update multiple help desk requests simultaneously. This functionality significantly improves efficiency and productivity when dealing with Help Desk Requests. Key Aspects: Field Selection: You have the flexibility to configure which fields are eligible for mass updates, tailoring the feature to your specific needs.  Limit for Mass Update: You can mass up ..read more

Oracle Help Desk23B August 25, 2023 Suggestions for Efficiently Categorising Help Desk Requests Nizam Mogal Enterprise Applications Architect In the Redwood Help Desk, users can use suggested input predictions for categorising Help Desk requests. This feature elevates the user experience and accuracy when selecting an appropriate category for a Help Desk Request, which is particularly beneficial for organisations with extensive category lists. Key Aspects: Intelligent Category Suggestions: The category suggestion feature utilises user profile data and past Categ ..read more

Oracle Help Desk23B August 25, 2023 Review the Audit Log for a Help Desk Request Nizam Mogal Enterprise Applications Architect In the Redwood Help Desk, agents can now access and review the Audit Log for any changes made to a Help Desk Request. Key Aspects: By default, only specific fields within the Help Desk Request objects are enabled for auditing. To include additional fields in the auditing process, you must configure this through the “Manage Audit Policies” task within Setup and Maintenance. To access the audit log for a Help Desk request, utilise the “Show ..read more

Oracle Help Desk22D August 11, 2023 Automated Categorisation of Help Desk Requests with Machine Learning  Nizam Mogal Enterprise Applications Architect Employee enquiries and requests can now be automatically categorised using Machine Learning (ML) technology using the content of their emails. This AI/ML classification functionality predicts and assigns the appropriate service category to your help desk emails. Key Aspects: AI-Powered Learning: Resolved requests are crucial in building the Machine Learning model within the AI application. This model continu ..read more