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To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Fusion Service
Discussion List
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Gartner Names Oracle a Leader for CRM Customer Engagement CentersOracle has just been named a Leader in the 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center for the thirteenth consecutive year. We believe this sust… -
Fusion Service Redwood Extensibility Guide🚀 A collection of videos and resources to assist you in implementing Fusion Service Redwood. This list is continuously updated, so be sure to bookmark this post and che… -
New! AI Agent Collaboration CenterWe are excited to introduce the AI Agent Collaboration Center – a dedicated space for our community members and Oracle, to showcase, exchange and explore real-world AI A…
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END OF LIFE NOTICE: Classic Sales and Service Experience in FusionOracle is announcing the retirement of the Classic Sales and Service user experience in upcoming Fusion releases. Beginning with the 26D update, the Classic interface wi… -
Oracle AI World 2025 Sessions on Cloud Customer Connect (Upcoming and Replays)With an extremely successful Oracle AI World in the books, the Oracle Service Product Management team is hosting a series of webinars that we presented live at the confe… -
Oracle CX AI & Redwood Enablement SessionsWe invite you to join us in person for these full day, hands-on AI and Redwood enablement sessions. Don’t miss this opportunity to accelerate your transformation journey…
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Regularly Updated - Redwood Resources for Oracle Fusion ServiceIntroduction: Fusion Service Road to Redwood and AI - Webcast Replay 5 reasons to move to Fusion Service Redwood Fusion Service Demo Demo and Benefits of the new Redwood… -
Service and Field Service Leaders: Join us for CX Solution Overview demo hours!Have you seen a demo of our Service Automation Suite? Responding to customer feedback and interest, we’ve launched an ongoing series of regularly scheduled Oracle CX Sol…
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Find Similar SRs using AI - Call for Participation in Oracle's Early Adopter ProgramSummary Early Adopter Program (EAP) - Identify similar SRs using AI to cut down agent resolution timesContent UPDATE (Sept. 2021): The EAP/Beta Program for SR Similarity…
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Fusion Service Center 2024: See the Features That Made This Year Great!We made more than 70 improvements to Fusion Service Center Redwood in 2024, which was an amazing year. As 2024 draws to a close, I'm pleased to provide a year-end overvi…
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Telephony integration in Service Center with the Redwood User Experience using UI Events FrameworkTelephony partners and Systems Implementers can leverage the UI Events framework to integrate the media toolbar in Service Center with the Redwood User Experience. UEF (… -
Knowledge Management Readiness Training for Update 18BSummary Watch the latest Knowledge Management readiness training for Update 18BContent Want to watch the latest Knowledge Management readiness training for Update 18B? Y… -
5 Reasons to switch to Fusion Service Redwood in 2025!Switching from Oracle Fusion Service Classic to Redwood is a big improvement in managing customer service. Organizations looking to improve their customer service tools …
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Help Desk: Set Field Values On Value Change of OOTB FieldsThe example below can be used with any Help Desk field such as CategoryId. Below are steps to listen to a field value change and how to set field value. Different Help D…
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Integrating AI Agents in Fusion Service Center to Boost Agent ProductivityOverview In this walkthrough, we focused on launching an AI Agent through a Smart Action inside Service Center. It’s important to note that Ask Oracle (Chat Drawer) is a…
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How to add a custom foldout panel to the Service Request Edit pageIn the Oracle Redwood template, a foldout panel is a user interface element that helps organize and present information in a compact and interactive way. On the Service …
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Want to configure On-Premises Private printer with SaaS Fusion.Summary: I am looking to setup On-Premises Private IP Printer with SaaS Fusion. Please provide Implementation procedure with minimal Infrastructure. Content (required): … -
Helpdesk Extension - Getting started with Visual Builder StudioHey there, Recently I had the pleasure of sharing with you the fundamental understanding or prerequisite knowledge you need before getting started with Helpdesk extensib…
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How to setup auto assignment of Service Request to Queue in Oracle B2B ServiceSummary: Check out our latest blog post on "How to setup auto assignment of Service Request to Queue in Oracle B2B Service"! Content (required): https://blogs.oracle.com… -
RESCHEDULED:- Sales – CX B2B Service 20D-21A Updates, 20 October 2020, 8 a.m PT - Submit QuestionsContent Due to unforeseen issues, this topic has been rescheduled. An announcement with the new date will follow shortly. Apologies on the inconvenience. -
I am hosting a Get Together - Please joinSummary A get together on ServiceContent Hello my fellow Service folks! Join us for a casual chat about the importance of being authentic and moving away from scripted r… -
News Feed layout provides a fast home page and improved user experienceSummary The News Feed home page layout in CX Sales will give your users what they want – a super fast home page.Content The News Feed home page layout can significantly … -
CX – Unlock the power of your contact center with Virtual Assistant, 31 January 2019, 9.am.PT - SubmContent Submit your questions for the CX – Unlock the power of your contact center with Virtual Assistant session to have them answered during the live event. Post your … -
CX – Oracle Engagement Cloud 18C Service update, 17 January 2019, 9 a.m. PT - Submit QuestionsContent Submit your questions for the CX – Oracle Engagement Cloud 18C Service update session to have them answered during the live event. Post your questions by posting… -
HR Help Desk - Applicants and CandidatesSummary Will HR Help Desk be extended to include Applicants and Candidates as service requesters?Content Will Oracle Cloud HR Help Desk be extended to include Applicants…
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Browser Object in Contact WorkspaceContent I have added a browser object in Contact Workspace at header level. See attached screen Shot. I am unable to find how to adjust the height from top of that Objec…
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Modern CX Conference 2018 - Presentations Available for DownloadContent Thank you to all that participated in this week's Modern Customer Experience 2018 conference in Chicago. It was fantastic meeting many of you and understanding y…
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Manuals and TutorialsContent No matter how many years you have been using Oracle products when in doubt go back to basics. Check the manual and tutorials and stay up to date on release notes.
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Is there a Data Visualization content pack for Service?Content Are you looking for examples of Service Analytics using Oracle Data Visualization? Good news! There is a Customer Service Executive Content pack available as a D…
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How do I collect logs to debug issues with chat and phone call flows?To debug issues with chat and phone call flows in Service Center or HelpDesk, there are two different ways to collect logs. Follow either of the steps to collect log fil…
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How to Configure Case Object NotificationThis document guides a customer to configure Case object to send a notification to a resource when he/she is added to a Case. Login to App Composer Create and enter in a…
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Fusion Service Release CenterThe 25C update is here and brings a set of enhancements to improve your daily work. Here’s a quick overview of what’s new, grouped by module for easy reference. Service …
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Customer Webinar: Intelligent Advisor for Service [November 2024]Intelligent Advisor for Service [November 2024] Do you wish to deliver a consistent, relevant, and personalized branded experience across the customer lifecycle and for … -
Unable to login to new My Oracle Cloud Support PortalThe user is unable to log in to the new My Oracle Cloud Support Portal and is encountering an 'Identification not matched' error. The user is entering the Support Identi…
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Creating a Static List for Single Select in Visual BuilderI often need to create a static list of values when demonstrating a Service extension. You might also want to use a single select option without a service data provider.…
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Data Masking not equal on EBS and Fusion CloudDear Oracle Community , We know that suppliers are not covered as entity, but it's also not clear if what is reported above is applied also to customers and to what exte…
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REST API/Webservice to update Service Request Part Requirment Service ChargesHi All, Using REST API with PATCH operation, we can update the specific Service Request's part requirement line however we couldn't find any REST API for updating the Se…
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A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into th…