Fusion Help Desk Office Hours

29-Jan-2021
Justin Anderson
Oracle CX Product Management
Cyndi Hause
Oracle CX Help Desk Product Manager
Peter Tebbenhoff
Knowledge Management Product Manager
Jeff Elser
Knowledge Management Product Manager
Safe harbor statement

The following is intended to outline our general product direction. It is intended for information
purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any
material, code, or functionality, and should not be relied upon in making purchasing decisions. The
development, release, timing, and pricing of any features or functionality described for Oracle’s
products may change and remains at the sole discretion of Oracle Corporation.
Agenda

HR Help Desk
• 20D, 21A and 21B enhancements

Next Generation Help Desk

• Overview of new Next Generation Help Desk
• Next Generation Help Desk demo
• Call for interested parties in Limited Availability
Present Read-Only Service Request Pages More Easily
20D: Simplified Configuration for Read Only Service Requests

Capability highlights
• Enhanced privilege for Edit Service Request
• Simplified configuration for users that do not
require full edit privileges
• Additional steps are no longer required to
restrict changes

Key benefits
• A single privilege can now be used to restrict
editing of the service request
• All key areas of the service request are now
covered
• Ease of configuration for deploying
companies enables best practices
Simplified Enablement of Slack
Available: Install from Slack App Directory

Capability highlights
• Simplified setup of the Oracle CX
CX Sales and Service
integration with direct activation from Slack’s
App Directory

Key benefits
Get sales updates and take action
With the use of slash commands, sales reps can view opportunities, leads and accounts. Perform quick actions like logging calls,
creating tasks, and scheduling meetings from within Slack.

Access prescriptive guidance right in Slack

With access to AI insights like win probability scores and recommended next actions right in Slack, your sales reps can more easily
focus on the right accounts and opportunities and know what to do next to progress a deal.
• Administrators can get up and running more
Streamline service collaboration to better serve customers and employees
Service teams in Oracle B2B Service and Oracle Help Desk can use the Service agent workspace to instantly communicate directly with
quickly and easily
colleagues and experts working in Slack. Extended teams can receive messages and respond directly within the Slack application, while
ensuring the full conversation is automatically captured as part of the service request.

Keep employees informed about critical issues and important customers

Teams need real-time updates about important milestones or service details. Now individual Slack users or channels can receive real-
time notifications from Oracle CX Service to keep everyone updated with the latest information
Simplified Actions
21A: Individual Actions for Action Plan-enabled Objects

Capability highlights
• Invoke Actions individually on a Service
Request without the need to associate an action
plan template
• Combine solo actions and action plan templates
on a single Service Request
• Build automation for solo actions when used in
conjunction with Process Cloud

Key benefits
• Streamlined agent experience with simpler steps
to perform actions
• Easily invoke single automation actions in the
native Agent experience
Insight into Search Usage
20D: Search Analytics

Capability Highlights
• Visibility into how users are interacting with the
search.

Key Benefits
• Improved understanding of user search
interactions and content needs
• Enhance ability to tune search experience and
improve knowledge content
Next Generation
Help Desk
Next Generation Help Desk Summary

Design Goals
• Out of the box experience differentiated between self serve employee and agent
• Improve autonomy for Help Desk administrator
• Embrace new visual design for modern experience

Solution
• My Help – employee self-service knowledge and raising requests
• Help Desk Agent UI – for managing and responding to requests
• Mobile – built on mobile responsive UI components
• New Redwood design patterns
• Help Desk more separate from CRM Service configuration

NOTE: the existing HR Help Desk experience will continue to be supported

 Provide Internal Service to Your Employees
21A: Limited Availability

My Help Capability highlights

• My Help for employee self-service
knowledge and raising requests
• Help Desk agent UI for managing and
responding to requests
Help Desk Agent UI
• Improve coordination with internal
conversations and action plans
• Extensible in Visual Builder Studio

Key benefits
• Provide more consistency and
responsiveness to employee needs
• Improve awareness of solutions, how to’s,
and policies through knowledge
Internal Help Desk – Employee Self Service
21A: My Help

Capability highlights
• New employee self-service UI in JET
• Knowledge search to help employees
to find answers
• Submit and get updates regarding
requests
• Extensible in Visual Builder Studio

Key benefits
• Get up and running quickly with a
prebuilt UI
• Resolve questions more easily
through knowledge search and request
routing and messaging
Internal Help Desk – Agent Experience
21A: Help Desk agent UI

Capability highlights
• New Help Desk agent experience
• Search and refine request lists including
saved searches and adaptive search
• Create and manage help desk requests
• Communicate with the employee and start
private conversations with other internal
resources
• Extensible in Visual Builder Studio

Key benefits
• Easier to use than previous generation UI
• More easily display useful information from
other pillars and apps such as HCM and ERP
Easier Configuration of Internal Help Desk
21A: Help Desk Administrative experience

Capability highlights
• New Help Desk offering in Setup &
Maintenance
• Allows feature opt-in specifically for new
Help Desk foundation
• New top level objects for Help Desk
requests (HR specific and Non-HR)

Key benefits
• Easier admin experience that hides
setups that only apply to customer service
• More isolation of setup, transaction data
and extensions between customer service
and internal help desk
• Better co-existence across help desk use
cases
Next Generation Agent Experience
21A: Agent Access To Knowledge

Capability Highlights
• Next Generation agent user experience for
knowledge with service requests
• Recommended Knowledge in the context of the
service request
• Agent Initiated Search to find additional supporting
knowledge

Key Benefits
• Contemporary visual motifs for feeds, natural
language and search
• Improved findability - the most relevant knowledge
is highlighted
• Easily share and link the recommended knowledge
Next Generation
Help Desk Demo
Next Generation Help Desk – Enablement

Communication
• Customer Awareness – in Progress
• Partner Training – late February

Identify Early Adopters Candidates

• Already subscribed to HR Help Desk
• Early planning of your HR Help Desk implementation
• Able to implement delivered UIs w/ no customizations

If interested contact me at cyndi.hause@oracle.com

Help Desk
Demo Screenshots
Help Desk – Landing Page
Help Desk – Search Results
Help Desk – Create SR
Help Desk – SR Confirmation