Oracle HCM Update 24B: HR Help Desk
Low Impact
Feature Enablement
Redwood Features
24B Update Features Covered:
- Redwood Experience
- Assess, Update, and Close Help Desk Requests Using Intelligent Advisor
- Initiate HCM Journeys from the Help Desk
- Help Desk Live Chat
1. Redwood Experience
Quick Notes:
Experience the most efficient Help Desk yet with automation from features like the Intelligent Advisor and Live Chat. Or, find your solution to an employee request with HCM Journeys all available right within Help Desk.
2. Assess, Update and Close Help Desk Requests Using Intelligent Advisor
Quick Notes:
Streamline your help desk request management using the Intelligent Advisor. Seen primarily as a way to process requests, this feature ensures agents use best practices from request open to close.
3. Initiate HCM Journeys from the Help Desk
Quick Notes:
Users can now leverage HCM Journeys directly within the My Help page either in the action bar or through agent assignment. Journeys provide a quick and ready-made answer to employee uncertainty. Now they are available within Help Desk.
4. Help Desk Live Chat
Quick Notes:
The Help Desk live chat connects eager employees to available agents in real time. The employee receives immediate support while the agent receives employee request history and resolves urgent requests on the spot.
