iSmart Apps specialises in Oracle Fusion Service — for customer-facing, B2B and field service operations.
We implement, optimise and manage Oracle Fusion Service for global enterprises — across customer support, supplier management, field operations and beyond. Experts in Classic Service to Oracle Fusion Service migration.
We configure Oracle Fusion Service to accept and manage service requests across email, web, chat and phone — with Microsoft Teams integration. Every channel is set up to reflect your support model, ensuring customers, partners and suppliers can reach the right team in the way that works best for them. For your customers — a seamless omnichannel experience with accessible support wherever they are.
With Oracle Visual Builder Studio, we extend Oracle Fusion Cloud apps — adding fields, logic, display rules and custom functionality within Oracle's supported extension framework, designed to withstand quarterly updates.
We build applications that bring data together from across your enterprise — Oracle Fusion Cloud, custom apps on Oracle Cloud, third-party systems — surfacing it in a unified interface across your Oracle environment.
We configure application security using Oracle Fusion Cloud's existing user roles and access levels with single sign-on built in. Every application we build inherits the same access controls — no separate login, no duplicate user management.
We enable clients to build and maintain a powerful knowledge base within Oracle Fusion Service — with AI-driven suggestions and recommendations that surface the most relevant articles, empowering customers to self-serve before raising a ticket.
The impact is reduced ticket volume, faster resolution and a smarter, searchable support experience that improves with every interaction.
Oracle Fusion Service is built to flex around your business. We extend and transform it into a structured process management tool — handling complex B2B service agreements, supplier query management, multi-tier escalation structures, custom SLA models and bespoke customer portals.
Whatever the process to streamline, we deliver it in Oracle Fusion Service — designed to withstand Oracle quarterly upgrades.
Oracle Fusion Service is not a peripheral product we support — it is a core part of our Oracle Cloud specialism. Our team holds extensive hands-on expertise across configuration, workflow automation and extensibility, so you benefit from informed guidance from day one.
As Oracle Cloud specialists with proven delivery across Fusion HCM, Help Desk and Case Management, we bring a broad platform perspective — ensuring Fusion Service is implemented and integrated in a way that works across your wider Oracle estate. That cross-product depth is what sets us apart.
We maximise the value of your Oracle Fusion Service investment — extending, automating and integrating it to streamline any customer or supplier-facing process your organisation needs. Our technical depth unlocks what the platform can truly do, not just its default capabilities.
As an Oracle Partner, we bring certified expertise and operate with direct Oracle alignment — ensuring the latest product knowledge and a recognised partnership in every client engagement.
Oracle Classic Service is now deprecated — confirmed by Oracle. All organisations must migrate to Oracle Fusion Service prior to the 27A update, making this a mandatory transition, not an optional upgrade.
Having built deep expertise across both Classic Service and Oracle Fusion Service, we understand what the migration involves in practice. We assess your current Classic setup, identify gaps, estimate migration effort and provide a clear roadmap — so your transition to Fusion Service is smooth and completed ahead of the deadline.
Oracle Fusion Service is a structured service and case management platform built natively within Oracle Fusion Cloud. Unlike a standard customer service tool, it connects directly with your customer, supplier and operational data — enabling intelligent routing, automated workflows and real-time visibility across your entire service operation.
Oracle Help Desk manages requests and cases from internal stakeholders — employees across HR, Payroll, Finance, IT and other business functions. Oracle Fusion Service extends that capability externally — supporting customer-facing service delivery, field service and customer relationship management.
Yes — Oracle Help Desk can be configured and extended to support any internal business function. We’ve delivered implementations spanning HR, Payroll, Finance, and Supply Chain in a single, unified platform.
Oracle Help Desk manages day-to-day requests and enquiries. Oracle Case Management handles complex, sensitive cases — employee relations, workplace investigations, compliance matters — with structured lifecycle management, controlled access and confidentiality.
Migration involves assessing your current Classic configuration, identifying gaps and building a structured roadmap. With Classic Help Desk deprecated ahead of 27A, planning now ensures a smooth transition without operational disruption.
Get in touch and we’ll assess your requirements, understand your service model and recommend the right approach — whether that’s a new implementation, a Redwood migration or an optimisation of your existing setup.
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