This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
Date | Module | Feature | Notes |
---|---|---|---|
21 AUG 2023 | Service Request Management | Order Parts from the Service Request | Removed feature from update 23C. |
01 AUG 2023 |
Case Management | Updated document. Delivered new feature in update 23C. |
|
01 AUG 2023 |
Case Management | Updated document. Delivered new feature in update 23C. |
|
01 AUG 2023 |
Service Request Management | View recipient names in multiple formats for conversations message in Slack and MS Teams |
Updated document. Delivered new feature in update 23C. |
02 JUN 2023 | Created initial document. |
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
Allow Service agents to create their personal signature
Service agents can now create their personal, rich text signature. The signature will automatically be inserted when agents compose a service request email message.
This feature is available only with the Redwood user experience.
Manage Signature
- Create a new signature or edit an existing one by navigating to the Service menu on the home page and clicking on the My Signature Quick Action
- The signature name is defaulted to "My Signature". Modify it to provide a user friendly name. The signature name has a limit of 50 characters and cannot contain special characters.
- You can add rich text, including images. The images have a size limit of 100KB.
Compose a service request email message
The signature will automatically be inserted when agents compose a service request email message.
- Customers that previously used Smart Text as a way to define agent signatures may see a performance improvement.
- The dedicated Signature creation page allows Service agents to define a signature even if they lack the privilege to author SmartTexts.
Steps to Enable
Configure the profile option "ORA_SVC_ENABLE_PERSONAL_SIGNATURE"
- In the Setup and Maintenance work area, go to the following:
- Offering: Service
- Functional Area: Productivity Tools
- Task: Manage Global Search Profile Options
- Search for the profile option code "ORA_SVC_ENABLE_PERSONAL_SIGNATURE"
- Set the site level profile value to “Yes”.
- Click Save and Close.
Tips And Considerations
My Signature Quick Action is displayed only when the following conditions are met:
- Redwood user experience is enabled
- The value for the profile option "ORA_SVC_ENABLE_PERSONAL_SIGNATURE" is set to "Yes"
- The agent has the "Manage Signature" (SVC_MANAGE_SIGNATURE_PRIV) privilege
The agent's signature will be included in the body of the email, hence you do not need to include an additional signature in the email template.
Key Resources
See Implementing Service Center with the Redwood User Experience guide.
Access Requirements
Users need the "Manage Signature" (SVC_MANAGE_SIGNATURE_PRIV) privilege. This privilege is included in the ready-to-use job roles: Customer Service Representative and Customer Service Manager
This privilege has also been granted to the following Duty Roles:
- Service Request Contributor
- Service Request Power User
- Service Request Troubleshooter
Update Multiple Records at the Same Time in Service Center List Pages
You can select more than one record from the service request list page and update them at the same time. For example, you might want to change the owner of multiple records or update the severity field value on all selected service request records at once. Additionally, you can select more than one record and perform the same action at the same time. For example, you can select more than one record and select the Delete action which will delete those selected records. The Delete action will only appear for those users who have the System Administration privilege.
Mass Update
Mass Actions
This helps improves efficiency by reducing the number of clicks when the same update needs to be done on multiple records.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
This feature can be enabled or disabled at the business object level. As part of your Adaptive Search setup, you can tailor the list of fields available for mass update for each of your enabled objects. From the Configure UI page, select the object and highlight the fields you want to have enabled or removed for the mass update feature and select or clear the Enable for Mass Update check box.
Key Resources
For additional information, see this content:
- "Enable Mass Update" topic in the Sales Implementation guide
Access Requirements
All service users
Enable modification of any field on posted SR Messages
Allow privileged users to edit all fields on any SR message of any type, including the PII checkbox.
Frequently SR messages need to be modified to fix typos and errors or to just tag them as containing sensitive PII information. In previous releases, there was no mechanism to modify the attributes of a message after it has been posted, except by the creator. This enhancement enables your administrator to grant the ability to modify posted SR messages and thus improve the quality of the data.
Steps to Enable
- A new privilege - EDIT_SR_MESSAGE - has been created. Grant this privilege to the Job Role(s) that need the ability to modify SR messages.
- Set the profile option named ORA_SVC_SR_MESSAGE_PII_EDIT to "Yes" (default is "No") if you want roles with EDIT_SR_PRIV to have the ability to modify messages on open SRs.
Access Requirements
A new privilege - EDIT_SR_MESSAGE - has been created. Roles with this privilege are able to edit all SR messages (irrespective of creator or message type).
Enable Supervisors and Administrators with an Enhanced User Experience for Service Center Administration
The Service Center Administration page enables managers and administrators that perform functional setup and configuration to access setup functionality from a simplified and easy to use launch page.
Service Center Administration
Inside Service Center Administration Page
Now frequent setup tasks can be accomplished without needing to enter the Setup & Maintenance application.
Steps to Enable
Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.
Offering: Service
Ensure that you have Service Center with the Redwood User Experience Enabled. For the steps to enable the Redwood User Experience, reference the Implementation Guide here.
To enable the Service Center Administration card, navigate to Setup and Maintenance, go to Service > Offering and check the Redwood User Interface as shown below:
Enable Redwood User Interface
Access Requirements
To view the Service Center Administration card on the Fusion home page or within the global navigation menu, you will need this privilege SVC_SETUP_SERVICE_PRIV.
To access each setup task from within the Service Center Administration card, you will need additional privileges as described below.
Card | Card | Privilege |
---|---|---|
Service General Setup |
Service Request Categories |
SVC_SETUP_SERVICE_PRIV |
Service General Setup | Manage Milestone Configuration | No additional privileges |
Productivity | Manage SmartText | SVC_USE_STD_TXT_PRIV, SVC_MANAGE_STD_TEXT_PRIV, SVC_PUBLISH_STD_TEXT_PRIV |
Productivity | Service Notification Preferences | SVC_MANAGE_NOTIFICATION_PREFERENCE_PRIV |
Routing and Assignment | Queues | SVC_MANAGE_SERVICE_QUEUES_PRIV |
Service Analytics | Oracle Transactional Business Intelligence | No additional privilege needed |
Service Analytics | Service Dashboard | SVC_VIEW_SERVICE_MANAGER_DASHBOARD_PRIV |
Display Service Request activity data without live feed
In the Redwood user experience, there may be times when the activity stream is not available. In these cases, you still need the ability to access all aspects of service request data such as conversations, interactions and SR messages. For instances where the activity stream backend service is not available, you will see messages, conversations and interactions in separate tabs. You can access this alternate view by following a link provided on the Activity panel of the Service Request details page.
Service Request Activities Link
Service Request Conversations
Service Request Messages
You can still access conversations, interactions and SR messages even though the activity stream may not be available for the service request.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
If you are on a service request where the feed is not enabled, and then it becomes available, you will need to either refresh the browser or close and reopen the service request to see the activity stream information.
When the activity stream is not enabled, there will be some functional differences which are outlined below:
Item |
Activity Stream Enabled | Activity Stream Disabled |
---|---|---|
Message order displayed |
Messages are shown based on latest to earliest order |
Messages are shown based on earliest to latest order |
Reply on messages |
Since the latest message is shown, the reply button is visible |
Since the earliest message is shown, the reply button is only exposed on the latest message, which appears at the bottom of the message list |
Subject is clickable |
Subject is not clickable |
Subject is clickable if the message has multiple threads |
Deleting thread level draft |
Original message returns to its position before the draft was created |
Original message remains in the same position (first entry in the messages tab) |
Interactions based on missed calls or abandoned calls or rejected calls |
This data is shown in the activity stream | This data is not shown in the activity stream |
Filter command not available from action bar |
Yes, you can filter from action bar |
No, filtering is not available from the action bar |
Access Requirements
Service Request Representatives and Service Request Managers.
View recipient names in multiple formats for conversations message in Slack and MS Teams
You now have the ability to configure how recipient names should be displayed for conversation messages using both Slack and MS Teams. Recipient names can now be displayed using either the user's full name or their display name. You also can adjust both Slack and MS Teams to search for people using their full name or display name.
As a deploying company, you can now provide greater flexibility to your collaboration users by providing the ability to both display and search by display names, a User's full name, in both Slack and MS Teams. This will allow you to adjust your user experience to best meet the need of your organization and your users.
Steps to Enable
By default, collaboration messages in both Slack and MS Teams will show the user's display name. The display name in many organizations can be defined by the user themself to best reflect their preferred name - for example, if they choose to go by a nickname. In some organizations, they do lock down the display name so users don't have the option to update their display name. If your organization wants to display the Full name in collaboration messages, you can control this setting using a profile option. To control this setting, set the following profile option: ORA_SVC_COLLABORATION_NAME_DISPLAY
The configuration options for ORA_SVC_COLLABORATION_NAME_DISPLAY are:
- DisplayName (default)
- Name (full name)
To search for recipients for a collaboration message using Slack or MS Teams you have a similar ability to control whether the system looks for the full name, display name or both. To configure this option, use the Profile Option: ORA_SVC_COLLABORATION_RECIPIENT_SEARCH
The configuration options for ORA_SVC_COLLABORATION_RECIPIENT_SEARCH are:
- DisplayName, (Default)
- Name (Full name)
- Name, DisplayName
- DisplayName, Name
Tips And Considerations
It is recommended that you remain consistent with your naming convention. For example, if you are going to show the Display Name in the collaboration messages you should also allow for searching by Display Name or both Display Name and Full Name.
Access Requirements
In order to view or update profile options, a user must have the ability to access Setup and Configuration. This access typically requires Administrator privileges.
Create new pages using the Service Request Create fragment
System implementors can create new pages using the Service Request Create fragment, which encapsulates the create service request dynamic form, layout, and logic consistent with the standard Create SR page in the Service Center application. This feature provides flexibility for you to create new pages and leverage the same components used in the prebuilt service center page. In addition, fragments provide a new level of modularity, reusability, and manageability to the development experience.
This feature provides flexibility for you to create new pages as needed and leverage the same components used in the prebuilt service center page. Additionally, fragments provide a new level of modularity, reusability, and manageability to the development experience in Visual Builder Studio.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
This feature is only available within the Service Center within the Redwood user experience.
Access Requirements
No role & privileges are needed.
Extend standard service center pickers & Create custom smart action to open an external application
In this release, we provide more flexibility for system implementors to extend contact and account field pickers on the service request create page and edit page. Actions such as configuring columns, search criteria, and performing an operation upon picker selection event are available. In addition, it is now possible to create a custom smart action that opens an external page in a new native browser tab from the service request detail page.
- We are making it easier for system implementors to adopt the standard page by making selected pickers more extensible. With extensible pickers, you have the option to redefine the columns presented on the account and contact choice list. In addition, if you want to add logic upon contact or account record selection, such as repopulating other fields, it is possible with less effort by duplicating the existing field template for contact and account.
- With Smart Actions, you now have the ability to open a link in a new native browser tab by utilizing the Action Bar, thereby reducing the number of buttons and links that would otherwise need to be part of the page layout..
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
This feature is only available within the Service Center within the Redwood user experience.
Access Requirements
No role & privileges are needed.
Identify the object view mode using the UI Events Framework
DataLoad is an object-level event that UI Events Framework has supported from its initial release. From this release onwards, we are adding a new method to the dataLoad event called getCurrentView. With this API, a user can attach a dataLoad event subscription to the object, and in response, it would get the currentView of it as detail or editable.
By using UI Events Framework, you can extend an embedded third-party application to subscribe to the dataLoad event and identify the view mode, such as detail and edit in order to perform logic that depends upon the view mode.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
UI Events Framework is only available within the Service Center within the Redwood user experience
Access Requirements
No role & privileges are needed.
Enable agents to make themselves available for phone calls and chat from the global header
This feature is available only with the Redwood user experience and needs an opt-in to enable it.
Your administrator can configure the application so that service agents can make themselves available for phone calls and chat from the global header.
Providing the ability for service agents to make themselves available for phone calls and chat from the global header ensures that the agent’s connectivity to any of the channels (phone, chat) as well as any ability to receive new work (service request assignment) is maintained as the agent navigates between Redwood pages within the Fusion application.
Steps to Enable
Configure Profile Option to Enable Presence in the Global header
The profile option "ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED" determines whether you have opted in for global presence across the application. You can set this profile option either at a site level or at a user level.
Note: Enable this profile option only if you are using Service Center with the Redwood user experience
To configure the profile options for enabling presence in the global header:
- Navigate to the Setup and Maintenance work area and open the Tasks panel tab.
- Click Search from the list of displayed tasks.
- In the Search field, type Manage Admin.
- From the displayed list of tasks, click Manage Administrator Profile Values.
- Search for the profile option code “ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED"
- In the Profile Values region, specify the values in the Profile Value column for the Site Profile Level to 'Yes' if you want all users to set their presence from the global header.
- Alternatively, set the Site level value to 'No' and add a new row for every user who would set their presence from the global header.
- Click Save and Close.
Tips And Considerations
The global header controls are only available in pages within Redwood apps running on AppUI v2.
Key Resources
See Implementing Service Center with the Redwood User Experience guide
Access Requirements
This feature is available by default to users who are enabled for Chat or Phone. See the "Real-Time Channels" chapter in the Implementing Service Center with the Redwood User Experience guide for details on enabling users for Chat or Phone.
Enable Seeded Channels for Use Across Sales, Service, and Collaboration
Utilize seeded channels for use across Sales, Service, and Collaboration. By setting the purpose code on a Channel to "All", seeded channels can be used by multiple features and applications. In Fusion applications, there are several seeded channels provided such as Web and Email. These channels must be assigned a purpose code so the system understands how they are to be used. Before this functional enhancement, seeded channels could be specified for use with Sales, Support, or Collaboration. This functional enhancement will allow seeded channels to be used across all three functional areas.
This feature allows your users to reference seeded channels in multiple drop-down areas across applications such as Sales, Service, and Conversations. The benefit of doing this is that your implementation will not need to create as many custom channels if you need them for different purposes. Without this feature, if your administrator were to create multiple channels such as the Web for different purposes, users would see two entries for Web in the selection drop-down for communications, and it would not be clear which one they are intended to use.
Steps to Enable
In order to update seeded channels with the purpose code of all, you will need to navigate to Setup and Maintenance > Service > Communication channels> Manage Communication Channels. For any seeded channel you can edit and set the purpose code to All.
Tips And Considerations
Note that the new purpose code is for use with seeded channels only and cannot be used for custom channels.
Once a seeded channel has been set to purpose code = All it cannot be changed.
For the inbound email channel, even if the purpose code is set to All, the inbound email processing will still create a service request. If you want to create a conversation, you will need to create a custom email channel with a purpose code of Collaboration.
Access Requirements
To update the purpose code of a seeded channel, you will require administrator privileges to access Setup and Maintenance. Once set, all users that can create a communication where a channel selection is available will have access to this feature.
Create channels without an associated Business Unit
Administrators can now create channels without associating it with a Business Unit. This will allow an organization that has implemented Business Units the ability to use a channel across multiple business units at the same time.
For organizations that are utilizing multiple business units, creating channels for each business unit can be a significant overhead. This feature will allow you to define a single channel that be used over multiple business units. This can help simplify the setup and maintenance tasks associated with channel management.
Steps to Enable
To utilize this feature, login to the system with Administrator privileges.
- Navigate to Setup and Maintenance
- Select the Service offering
- Select the Communication Channels functional area
- Select Manage Communication Channels
- Create a channel and enter all necessary data
- On the Business Unit - select the blank entry from the list of values
Tips And Considerations
When this feature is enabled, active channels that are not associated with any business unit will appear to all users.
The Business Unit drop down value will only appear on the channel creation setup page if your organization has business units available. If your organization has not implemented Business Units this option will not appear for channel creation.
If your organization has not implemented Business Units, the standard behavior will be applied and the channel will be set to the default Business Unit.
Access Requirements
To Access Setup and Maintenance Administrator privileges are required.
Use email templates for sending outbound messages for both Contacts and Conversations objects
Email templates are currently supported for a variety of sales and service objects. This feature includes the ability to support email templates for messages that are sent out from the contact object and conversation message objects across both sales and service.
Today an administrator can associate email templates for use with outbound messages from several different objects across both Sales and Service. This enhancement adds to existing functionality to also support Contacts and Conversation Messages objects. This allows organizations to set standards for customer communications and ensure that they are using consistent language.
Steps to Enable
Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.
To setup email templates for the contact and conversation objects, you will need to go into Application Composer:
- Application Composer (not in a sandbox)
- Under Common Setup - select Email Templates
- Create Email Template
- Under Object - select either Conversation Message or Contact
Key Resources
To setup and configure email templates, refer to the documentation available here: https://docs.oracle.com/en/cloud/saas/b2b-service/23a/fairs/define-email-templates.html#s20060562
Access Requirements
To set up and configure email templates, you must have the appropriate privileges to access Application Composer.
Increase the number of retries for failed inbound email messages
Automatically retry the processing of failed inbound email messages. Occasionally, an inbound email message will fail to process. To address this issue, the system will attempt to reprocess the message. This feature allows your administrator to increase the number of times the system attempts to process a failed message.
The default configuration is that when an inbound email fails to process, the system will attempt to reprocess the message three times. This feature allows you to configure the number of times the system attempts to reprocess a failed message. Your administrator can configure the system to attempt to reprocess the message up to ten times.
Steps to Enable
To configure this feature, you will need to perform the following steps:
- Login to the Fusion application with Administrator privileges
- Go to Setup and Maintenance
- From the right tab, select Search
- Search for "Manage Administrator Profile Options"
- Search for the profile option: ORA_SVC_INBOUND_MESSAGE_REPROCESS_RETRY_COUNT
- The default setting is three (3)
- You can configure the system up to a maximum of ten (10) retries.
Tips And Considerations
It is important to note that based on your volume of inbound messages, the higher the number of retries that you configure, this could have a slight impact on your performance.
Access Requirements
To configure this feature, you must have the appropriate privileges to access Setup and Maintenance.
Provide Basic Agent Affinity Routing Using Service Request Number, Queue and Agent Fields
You can use agent affinity to route chat requests that contain a service request number to the agent that owns the business object.
To enable this feature, search for the ORA_SVC_ENABLE_OMNI_BO_AGENT_AFFINITY profile option and set the value to Yes.
Agent affinity will provide a smoother experience for both end users and agents when making inquiries about existing service requests, by routing chats to the business object owner.
Steps to Enable
To enable agent affinity, you will need to search for the Enable Business Object Agent Affinity profile option.
In the Setup and Maintenance work area, perform a search using the Manage Global Profile Options search
- Enter the Profile Option Code: ORA_SVC_ENABLE_OMNI_BO_AGENT_AFFINITY
- Click the Search option
- To enable agent affinity, update the Site level profile value to Yes
- Save and Close the profile option
Tips And Considerations
Agent affinity is not enabled by default. When enabled:
- There is a dependency to provide the necessary service requests number for locating an agent
- Agents that are assigned a chat using affinity, could exceed their defined capacity
- If an agent is unable to accept another chat offer that has been assigned due to the agent affinity, they can decline the work offer
Key Resources
See the "Assignment Rules", "Omnichannel" and "Chat" chapters in the Using B2B Service guide.
Access Requirements
To disable or enable this feature, Administration privileges are required.
For any agents that will be accepting chat work offers, they will require the Chat Agent abstract role associated to their profile.
Import/Export Interaction Participants object using the Import/Export Management tool
Administrators can now import and export Interaction Participants object using the standard Import/Export Management tool.
Importing Data
You can import your data from an external application using Import Management or public REST APIs. You can create, update, or delete interaction participants. The delete operation can only be a cascade delete i.e. If you delete the interaction then the associated Interaction Participants will be deleted.
When you're importing data for a particular object, you must make sure that any prerequisite objects already exist in the application. For example, if you're importing interaction participants for an interaction, then the interaction must already exist in the application. If one import job depends on the contents of another import job, then complete the prerequisite job before starting the dependent job. For example, if you're importing both interaction participants and interactions, then import interactions before importing interaction participants.
Exporting Data
You can use Export Management to export data in the form of CSV files.
To export data, you start by creating an export activity. As part of the export activity, you select a parent object and its relevant child objects. You also must define filters on these objects to specify the records you want to export.
This allows your administrator to migrate existing data about which persons were participants in an interaction.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Interaction Participants is a child object of Interactions. You should import Interactions before importing Interaction Participants.
Import/Export of Interaction and Interaction References are already supported.
Key Resources
For additional information, see the Understanding Import and Export Management for CX Sales and B2B Service guide.
Access Requirements
Service Request Administrator
Removed Some Required Fields on Service Work Order
Several fields currently required to create a field service work order are no longer required. This allows the creation of an unscheduled work order that has no resolution due, requested date nor requested time slot. It also allows the creation of work orders with no contact to support use cases such as servicing company-owned assets. The fields no longer required are:
- Resolution Due
- Requested Date
- Requested Time Slot
- Contact
- Contact Phone Number
- Address1
- Country
- Postal Code
You can still set these fields to required through configuration if needed to support specific business requirements. You can also make fields required by setting them in the work zone key. All fields included in the work zone key will also be required when creating a field service work order.
Unscheduled Field Service work orders can now be created to allow scheduling to be based on routing rules defined in Oracle Field Service. Contact information is also no longer required to support asset-based use cases that do not require contacts but need technicians to perform work at the asset location.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
If any of the fields currently required still need to be required when creating and updating work orders, those fields will need to be set through configuration by either making them required at the object level or configured on specific layouts.
Key Resources
For details about configuring and using service work orders, see the following guides:
- Implementing Service Center with the Redwood Experience
- Using Service Center in the Redwood Experience
Access Requirements
Customer Service Representative
Add Employees to Your Cases Directly from Your HR System
Case owners can use the new 'Add Employee' SmartAction from the Action Bar to directly view and select employees based on Oracle HCM employee records for their Cases.
Once added to the Case, all Employees listed in the 'Contacts' table will link directly to a new Employee Summary page.
This new 'Add Employee' SmartAction compliments the existing 'Add Contact' and 'Add Employee Contact' SmartActions, providing easy options for every type of Case: customer-based, employee-based, and mixed workflows. The new 'Employee Summary' page provides an easy way to see the Employee's service history, including recent Help Desk Requests and Interactions.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The ‘Primary Contact’ picker in the ‘Details’ folder (on the Case Details page and the Create Case page) does not select Employees. If you are only adding Employees to your cases, you may consider updating this field to be a read-only field.
Access Requirements
- The 'Add Employee' SmartAction requires the SVC_EDIT_CASE_PRIV and SVC_MANAGE_CASE_CONTACTS_PRIV privileges. These are included in the Case Worker and Case Supervisor job roles.
- Viewing the 'Employee Summary' page requires one of the following roles: 'Next Gen Human Resource Help Desk Agent', 'Next Gen Human Resource Help Desk Administrator', or 'Next Gen Human Resource Help Desk Manager'. You must grant one of these roles to your Case users and managers.
Use the Case List UI to Make Mass Updates to Your Cases
Case owners can now select multiple Cases in the Case List page and edit the attributes of those Cases in a single transaction.
Mass Update for Case Management
In addition, the Case List page now includes an enhanced search experience.
The 'mass update' feature of the Case List page greatly simplifies common bulk changes to Case attributes. The enhanced search experience of the Case List page provides an easier, more intuitive approach to edits of filter criteria.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
An administrator can use the 'Configure Adaptive Search' Setup Task to configure the fields available for mass update.