OvationCXM - Product Updates

Quick Access for Active Phone Call

Release Date: 9/28/21

One of the most rigorous tasks for a user is to answer calls and then navigate to the respective Case for the active call. Previously, whenever a user picked up a phone call, Boomtown used to redirect the user to the Case immediately. While it gets the Case in front of you immediately, it takes away focus from anything you were doing before picking up the call.

With this update, we are introducing an Active Phone Call Tile on the navigation bar. This tile appears whenever the user picks up a phone call and it stays there until the call is disconnected. The user can click on the tile anytime to navigate to the Case linked to the active phone call.

To learn more, visit the Help Center.

Updates & Bug Fixes

Release Date: 9/28/21

• Updated the Case Events Timeline to show the Form Completed Event when a Form is submitted from WebChat or Support SDK. This allows easy access to the Form data with a single click.
• Fixed a bug where Case Creation Forms submitted from WebChat and Support SDK created a Case with the title showing 'Invalid Case #REFID'. It now shows '[Case Type] #REFID' until given a Case Name.
• Fixed a bug where duplicate events were posted to the Case Events timeline when a survey was sent to a customer
• Pushed an update to allow Service Provider organizations to use the custom Case tags that are set up by the Sponsor organization on a Case
• Updated our Zapier Integration to enhance our data syncs for Customers, Contacts, and Cases.
• Fixed a bug related to time zones where scheduled event times were showing incorrectly when communicating with customers via automated messages.

Support SDK Appearance Customization Update

Release Date: 9/14/21

More SDK customization options in the cloud

Previously, all appearance customization to the Support SDK screens had to be done inside your application. While this was easy enough to do, it became more complicated as you wanted to make quick updates outside of release cycles.

With this update, we have added JSON to an Advanced Configuration tab where you now edit options like colors, lines, spacing, and more to fully customize the look and feel of your SDK without having to push a new app version.

Change a color, hit save, and the updates will be immediately available to your customers.

Bug Fixes

Release Date: 9/14/21

We fixed three bugs:

1. Fixed a bug where the Case Scheduled token was broken in Alert Templates
2. Fixed a periodic Out of Memory error with our APIs
3. Improved chat tile processing speed so they show up faster
4. Fixed a bug where certain forms were not saving some responses when the form was completed
5. Fixed a bug where users were receiving 'New Activity' email notifications when they had that notification disabled

Restrict Which Users Can Edit Specific Knowledge Libraries

Release Date: 9/14/21

You now have more flexibility to define which users can create, edit, and publish articles in specific Knowledge Libraries beyond the overall Knowledge Permissions assigned to the user role. With the new Restrict Editors To: field on the Library Settings page, you can now designate a subset of users in your organization who can create and edit Articles in a Library.

To learn more, visit the Help Center.

Salesforce Integration Enhancements

Here's a summary of the updates we have released to our Salesforce integration over the past 2 months.
Version 1.6 was released to the AppExchange on 6/18.

With this release we added new performance and UX enhancements as outlined below.

Custom Field Mapping Modal

1. Made the custom field mapping modal taller to avoid picklists going off the bottom of the screen
2. Updated sorting for the Boomtown API field picklist to be alphabetical
3. Update the sort order of the Salesforce field picklist to be alphabetical

Future Method Update

Salesforce does not allow batches to be triggered from future methods for third-party applications. We have updated our application to delay the batch updates from the Boomtown app until after the future method is completed in order to avoid these errors.

Skipping Unneeded Batch Updates

We added a performance enhancement that is an additional check on the workflow rules to first check if any of the mapped fields changed. We will only call the data sync if the change on the record is for a field that is mapped. Otherwise, we skip the sync since no data will transfer between systems.

Account Name Mapping Update

We updated the Account Name mapping to update both the Boomtown Customer Name and the Boomtown Location name. If the Salesforce Account Name changes, the Customer Name and Location Name will remain in sync between Salesforce and Boomtown.

Enhanced Contact Mapping

We enhanced our Contact mapping for when Cases are synced from Boomtown to Salesforce and Contact records are not synced. If the Boomtown Case is related to a Contact that is not synced, we will check the email, phone number, and name of the Contacts on the related Account to see if we can find a matching Contact. If one is found, we will relate that Contact to the Case in Salesforce. This increases the likelihood that Contacts in Salesforce will be appropriately tagged even when Contact data syncing is turned off.

Additional Control Over Case Comment Syncing

We added an additional field on the Mappings tab that allows users to select the direction of how Case Comments get synced. You can set comments to not sync, unidirectional, and bidirectional. Case Comment syncs are still only triggered when Case Workflow Rules evaluate to true.

Version 1.7.0 was released to the AppExchange on 7/14._
This is a minor release that had a few bug and performance enhancements.