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Recap of 26A & 26B Features for Help Desk, Case Management & Knowledge

edited Jun 23, 2026 11:54PM in Help Desk

Here is a list of features that were released in 26A and 26B for Help Desk, Case Management & Knowledge. (NOTE: To access the links to the videos, you must have a login to Oracle's VideoHub here.)

Release 26A

Feature Name & Description

Links to Release Notes, Webinars and Videos

AI highlights

Get AI Assistance (Employee Self‑Service) — Employees can chat with an AI agent to get answers from knowledge. If the AI can’t resolve it, it can help create a Help Desk request using the info already provided.

Release details: Click here for Release Notes

Webinar: Click here for Webinar

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