Streamlining Updates and Improving Agent Efficiency

Nizam Mogal

Enterprise Applications Architect | Oracle ACE Pro

A support agent can swiftly update a Help Desk Request using specific actions known as “Smart Actions” in Oracle terminology. These actions are accessible through an action bar labeled “What would you like to do?” located at the top of the Help Desk Request summary page. Typing a few letters activates a list of available Smart Actions.

Selecting a Smart Action reveals relevant fields or components associated with that action, guiding user through its completion.

For example, resolving a Help Desk Request is demonstrated below.

Other available Smart Actions on Help Desk Request include:

Add Resource
Add Contact
Add Attachment
Add Action Plan
Add Action
Assign To Me
Compose Email
Compose Message
Compose Web Message
Compose Internal Note
Capture Customer Message
Copy Help Desk Request
Create Appointment
Create Task
Create Relationship
Delete Help Desk Request
Start Internal Conversation
Show Audit History
Show Interactions
Search Knowledge
Transfer Help Desk Request
Update Related Objects

Utilising these Smart Actions proves more efficient than the traditional method of sifting through a comprehensive record to identify attributes requiring review and updating.

Wrap Up

Begin unlocking features of Oracle HR Help Desk in the Redwood Experience to enhance the efficiency of HR support teams and reap the benefits as our clients do.

For more information or assistance with unlocking features in Oracle Redwood HR Help Desk, feel free to contact Nizam Mogal, via email at nizam.mogal@ismartapps.io or submit an enquiry using our contact us form.

Keep an eye on our website for additional helpful blog articles like this.

Nizam Mogal
Enterprise Applications Architect | Oracle ACE Pro

Nizam Mogal
Enterprise Applications
Architect | Oracle ACE Pro

With over 20 years of global experience as an applications architect and consultant, Nizam specialises in enhancing employee, student, and customer experiences while streamlining business operations through Oracle products.

Nizam has a successful track record of implementing Oracle Fusion Help Desk, covering both the Redwood and Classic versions, for HR and Finance in global enterprises.

Leveraging his profound expertise in Oracle technology, Nizam brings invaluable insights and experience to ensure a seamless and successful implementation that aligns with your organisation’s unique needs.

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