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Requirement to Restrict Categories and Layouts in Agent Desktop – Redwood UI

in Fusion Service

Summary:

We have a requirement in Oracle CX Service – Agent Desktop Redwood UIwhere we need to restrict the visibility of Service Request categories and layouts for agents.

Requirement Details:

  • Only 'X' and 'Y' categories should be visible for particular users.
  • Corresponding layouts related to these two categories should also be shown.
  • All other categories and their layouts should be hidden from the Agent Desktop UI.

We would like to understand:

  1. Whether this level of restriction is supported in Redwood UI.
  2. If it can be achieved through configuration, roles, privileges, profile options, or any other setup.
  3. If not currently supported, are there any
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