The Knowledge Gap to Deliver Resolution OMBP in Oracle Fusion Cloud CX Service aims to empower

agents to resolve issues efficiently. Its primary function is to provide agents with AI/ML-powered

knowledge base search tools.

AI/ML Tools: Enable real-time, intelligent searches of the knowledge base, delivering relevant

solutions instantly based on case context.

Impact: Reduces resolution time and improves accuracy, bridging the knowledge gap effectively.

Option A (No Knowledge Base): Contradicts the OMBP’s reliance on knowledge resources.

Option C (Automation): Focuses on agent empowerment, not full automation.

Option D (Training Focus): Training is supplementary; resolution is the goal.

Oracle Fusion Cloud CX Service documentation, such as "Oracle AI for Fusion Applications,"

emphasizes AI/ML search tools for this OMBP.

Reference: Oracle AI for Fusion Applications (docs.oracle.com), Oracle Fusion Cloud CX Service

Guides.