Oracle HCM Update 24C: HR Help Desk
Medium Impact
Feature Enablement
24C Update Features Covered:
- Redwood Experience
- Generative AI
- Limit Actions Provided to Employees
- Start Conversation with Details
- Enable Dynamic Links for Email Notifications In Help Desk
- Analyze Creation and Usage of Tags in HR Help Desk Requests
1. Redwood Experience
There are no new Redwood features in HR Help Desk.
2. Generative AI
Administrators of the HR Help Desk now have the option to allow Help Desk Agents to use generative AI to help summarize overviews of an issue, a customer response, and other needs the agent may run into. This will allow for managers and agents to provide effective and efficient summaries of issues and statues of current issues during reviews and handoffs.
3. Limit Actions Provided to Employees
Quick Notes:
An employee’s view can now be configured to show the following options; ‘Close Help Desk Request’ and ‘Copy Help Desk Request’. These options can either both be shown or hidden. This will help limit the options for actions employees can take on open requests.
4. Start Conversation with Details
Quick Notes:
Agents can now include descriptions, message threads, and additional information when starting internal conversations. Agents can choose from threads, attachments, and attributes to give internal resources the required context around issues when looking for internal help. Agents will also have the ability to edit the description and additional information before sharing it internally.
5. Enable Dynamic Links for Email Notifications In Help Desk
Quick Notes:
The ability to add dynamic links directly to HR Help desk notifications will allow notification recipients to drill directly into requests that are associated with the notification, from the notification. Drilling directly into help desk requests will lead to a more efficient workflow and save employees time from navigating and finding the request.
6. Analyze Creation and Usage of Tags in HR Help Desk Requests
Quick Notes:
A new subject area named ‘Help Desk-HR Service Request Tags Real Time’ is being introduced to bring reporting for HR Help Desk to another level. This subject area is based around Help Desk tags that can be assigned to Help Desk Requests for descriptive, classificational, and organizational purposes.
