iSmart Apps

Streamlining Updates and Improving Agent Efficiency

Nizam Mogal

Nizam Mogal

Enterprise Applications Architect

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.

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Nizam Mogal
Enterprise Applications Architect

Nizam Mogal
Enterprise Applications
Architect

Nizam Mogal

With 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 HR Help Desk, encompassing both the Redwood and Classic versions, for large enterprises with substantial HR departments.

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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