What's New in Oracle Fusion Service 26B

What you need to know from Oracle's newest quarterly release update

Whitney Chamblin

Business Development Lead

5/25/2026

With so many updates packed into each quarterly release, it can be hard to know where to start. If you only read one section, make it Motiv’s Pro Tips, where we share how we’re using the latest features to drive better results across service and operations.

Oracle's Quarterly Release for Fusion Service 26B introduces a shift in how AI is applied across service teams. Instead of adding isolated features, Oracle is building a more connected system where AI supports the full lifecycle from intake to resolution to reporting. The focus is on improving data quality, expanding automation, and giving teams better visibility into performance.

Here’s what stands out in Fusion Service 26B.

AI Is Now Woven Into the Workflow

The biggest theme in this release is AI moving out of isolated tools and into the daily flow of service work.

AI Powered Suggestions in the Action Bar: Gives agents real-time next-step guidance directly inside the SR they're working, without additional searching or guessing. This is one of the larger-scale changes in the release and worth prioritizing in acceptance testing.
Service Request Summarization is Now a Configurable AI Agent: Meaning teams can tune how summarizes are generated rather than accepting a fixed output.
Interactive AI Recommendation Cards: Surface guidance as a service request progresses so there's support at every stage.

Knowledge Management's Enhanced Connectors

One of the most impactful updates come from Knowledge Management.

Sharepoint Connector: Pulls content from SharePoint directly into Fusion's search index without any rebuilding or migrating required.
Web Crawler Connector: Extends the same capability to external knowledge bases, documentation sites, and other web content.

AI is only as good as the knowledge it can reach. These connectors expand that reach without adding maintenance burden.

Better Visibility Into AI Performance

For the first time, teams can clearly measure how AI is performing and where it needs improvement.

Conversation Insights: Provides a detailed view of how AI agents handle interactions, including sentiment, deflection, and multi-turn conversations.
AI Agent Analytics: Tracks adoption, engagement, and trust, helping teams understand which agents are delivering value.
Natural Language Query (NLQ) Reporting: Allows users to ask questions in plain language and get answers instantly, without building reports or relying on SQL.

Self-Service and Digital Channels Are More Capable

Several updates focus on making everyday work easier for service teams while expanding self-service capabilities.

AI Agent Service Surveys: Can now be deployed directly within DCS portal and Embedded Service Chat, capturing feedback at the point of resolution rather than through follow-up. Better data, higher response rates, tighter feedback loops.
Improved Self-Service Assistant: Can now set Product and Category at intake, improving classification accuracy before a request even reaches an agent.

Two Deadlines Worth Flagging

This release includes two end-of-life reminders that shouldn't be treated as background noise.

Classic Sales and Service Experience: If your team hasn't started the move to Redwood, the time to plan is now.
Classic HR Help Desk Must Be Migrated to Redwood Before 26D: This is a harder deadline with a shorter runway. If this applies to your environment, it needs to be on the roadmap today.

Motiv has guided a number of customers through both of these transitions. If you're not sure where to start or what the path looks like, we've been there before and are happy to share what we've learned.

Motiv's Pro Tips to Maximize the Release

1. Fix Intake Before Enabling AI Features

Suggestions, Recommendation Cards, and the SR Creation Assistant all depend on structured, consistent data at intake. If your required fields aren't enforced and your SR data is messy, AI won't perform reliably downstream. This is a data problem, solve it first.

2. Connect Your Knowledge Sources Before Activating AI Agents

The SharePoint and Web Crawler connectors are available now, and sequencing matters. If you activate AI agents before connecting your existing knowledge repositories, those agents are working with an incomplete picture. Get your sources connected first, then layer AI agents on top of a complete knowledge base.

3. SR Summarization is Now Configurable - Time to Review Your Current Setup

Most teams that have summarization enabled have never tuned it. Now that it's a configurable AI Agent, you have real control over how summaries are generated and presented. Don't leave it on default. Align it to how your team actually uses SR information and what they need to see.

4. Define Your Resolution Paths Before Enabling AI Action Suggestions

This is a larger-scale feature that requires setup to deliver value. Teams that enable it without first mapping their most common SR types and resolution workflows will get generic suggestions that agents learn to ignore. Do the mapping first, even for your top five SR categories, and the feature becomes genuinely useful.

5. Treat Help Desk AI Separately From Service Center AI

Help Desk now has its own AI summarization capability. It's tempting to configure it the same way as Service Center, but the audiences, data structures, and use cases are different. Internal HR requests look nothing like customer-facing service requests. Configure them independently and you'll get meaningfully better results from both.

Motiv's Pro Tips to Maximize the Release

As for the complete feature list across each module, Oracle's official release documentation is linked below:

Motiv has helped multiple customers get real value from Oracle Fusion Service. If you want to know where your environment stands and what in 26B is worth prioritizing for your team, we're happy to take a look.

Own Your Journey

Oracle CX is a software suite that allows you to manage your customers’ experience (CX) through every step of your unique customer journey across a variety of different channels.

The benefits of utilizing the latest software that’s been configured to fit your workflow include an increased ROI, efficient and clean data management, increased business capacity, minimal process disruption, and an overall improved customer experience that grows current relationships while fostering new opportunities.