How to Show or Hide Recommendation Cards on the Service Request Details Page

Summary

This article guides you through the steps to show or hide specific recommendation cards—such as Action Plan, Interview, Similar SR, and Knowledge—on the Service Request Details page in Oracle Fusion Service. This flexibility lets system implementers tailor the agent experience, helping customers see only the recommendations relevant to them or based on their role.

Use Case Example

Ana is a system implementor for a large support center. While her team finds the “Action Plan,” “Interview,” and “Knowledge” cards helpful, they prefer not to display the “Similar SR” card in the recommendations section. Ana also wants only managers to see the “Interview” card. With Visual Builder Studio, she can easily control which cards appear for different users.