How to Enable and Test Service Request Summarization with Generative AI in Fusion Service

Summary

This guide explains how to enable the Service Request (SR) Summarization feature in Oracle Fusion Service. The feature uses Generative AI to automatically create summaries and help agents write clear problem and solution descriptions. You’ll learn how to give users the correct privileges, set up Adaptive Search, run a proof of concept with selected users, and understand the feature’s current scope and configuration options.

Use Case / Story

Maria is a Service Manager at a large company. Her support team handles many service requests daily, and agents often miss important details when summarizing issues for handover. With the new AI-powered SR Summarization, Maria’s team can instantly see a clear overview of any service request, including the main problem, recent progress, and planned next steps. This helps agents work faster, reduces errors, and improves customer experience.