PartnerHelp migration to Fusion Helpdesk + AI assistants

PartnerHelp support had run on Oracle Service Cloud for a decade, with regional processes and exceptions layered on top. The move to Fusion Helpdesk was the moment to fold AI into the workflow instead of bolting it on later.

Map a decade of regional processes into a new console without dropping exceptions, and prove AI actually removes work from agents' days rather than adding a shiny layer on top.

• 01Own program and change management for the in-flight migration from Oracle Service Cloud to Fusion Helpdesk, mapping regional processes and exceptions into the new console while building productivity gains in.
• 02Design and deploy AI assistants across Partner Support with SMEs, acting as PM, change manager, and solution architect from idea to rollout.
• 03Analyze approvals data for the Global Partner Approval Reduction initiative, surfacing patterns so leadership can move manual approval cycles onto standard discounts.

• Partner Approval assistant: 80 support agents query approval codes by chat or document upload instead of Ctrl+F through long policy documents.
• Leadership dashboard: consolidates Slack, email, and calendar into one prioritized to-do view. Did not exist before.
• EMEA operations dashboard: bird's-eye view of process health and quarter-over-quarter trends across all working reports.