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Introducing Fern, your B2C Service Support digital assistant
Elaine Leffler | 10/07/2024
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We are thrilled to announce the availability of Fern, your B2C Service Support digital assistant!
Fern is now available for support-enabled B2C customers and partners who are logged into the support portal - look for the icon in the lower right corner of your B2C Service Support Portal. Here to help you manage service requests on your own schedule, Fern's functionality currently includes the following:
- View service requests owned by you, your organization, or to which you have access via your partner permissions
- Add a response to a SR
- Modify severity level
- Close or re-open SRs
- Chat with a live agent for real-time assistance on an open service request
The new live agent chat feature will be available Sundays 6pm through Fridays 12pm US Mountain Time. If you need immediate assistance with a question outside of those hours, you're always welcome to call the support team.
Below are a few images showing Fern's presence on the support portal (to reposition the icon, just drag and drop, and the open digital assistant window can be easily resized to suit your preferences). Click on the icon to get started.
We believe Fern will enhance your support experience by providing quick and easy 24x7 access to all your service request information, whenever and wherever it's needed.
Thank you,
Oracle B2C Service Technical Support
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