![]() ![]() This enhancement helps users quickly identify any work that may be in danger of missing the Service Level agreement window. Filter Conditions for SLA Start – we’ve introduced three new filter condition properties and once configured, they can be used to filter activities in Routing, Dispatch Console, and Nearby activities.Intelligent Advisor now supports creating and updating HR Help Desk requests via Intelligent Advisor interviews.Further, to expedite service request resolution, Help Desk agents can now define relationships between multiple Help Desk requests or cases, thus enabling agents to quickly reference a solution in a similar issue. Help Desk was enhanced with multiple features improving agent performance, such as allowing default fields in the agent’s view of request creation, managing tasks and appointments, and the ability to view the audit log for a help desk requests.Business users are empowered to update business process decision logic through any browser. ![]() ![]() Further, Invoke Intelligent Advisor decision services from Oracle Integration using the existing Intelligent Advisor adapter. Migration is available for existing customers. The new Interview Object now allows for automatic recording of IA checkpoints and transcripts, enabling easy review without manual configuration.
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