OvationCXM - Product Updates

4 years ago1/5/2022

Updates & Bug Fixes
Release Date: 1/18/22

Bots

Bot Mapping
- We simplified the process of mapping a Bot to a webchat or SDK channel. You can now select the bot from a dropdown on the channel integration rather than having to map it from the Bots mapping tab. This makes it faster to set up and reduces the chance of an incorrect bot mapping.
- We updated the buttons on the bot simulator chat room to allow a user to run a Quick Train or a Full Train depending on their needs.

Knowledge

Fixed a bug where custom links in the header were not always showing on external Knowledge Bases. We also fixed a styling issue where they had a dark background by default.
Fixed a bug where the external Knowledge Base SSO redirect sometimes sent users to the incorrect domain. This occurred when Organizations had more than one Knowledge Base with a custom domain.

Integrations & APIs

Customer Webhooks

We added a new webhook option for Customer Location updates. You can now add a Customer Location webhook through our existing Generic HTTP integration and have it send updates every time a Location is updated in Boomtown. This will help teams simplify custom bi-directional CRM integrations.

Alan Finlay

4 years ago12/22/2021
Updates & Bug Fixes
Release Date: 12/28/2021

Admin & Settings

Added a new custom field type that is a User lookup field. This field will allow you to look up and tag user(s) to the field and display on the different object layouts (Cases, Locations, etc.). This will allow teams to easily track additional customer relationships such as Sales Owner and Account Manager for data filtering and to keep them in the loop on any important updates.

Bots

Added Flow Pausing function to our Virtual Assistants. This is the ability for bots to pause a conversation topic, start a new conversation topic, and then return to finish the previous conversation topic once the 2nd one is complete.
We updated our fallback (unmatched response) logic for our Virtual Assistants. These bots will now respond with a contextual fallback (set at the Flow level), then respond with a global fallback (set at the bot level). They will repeat this process 3 times before giving up on that response and letting the user try a new topic or route to a human for additional help. This ensures that a customer never gets stuck in an unwanted conversation loop.
Removed unused entities and intents from our bot machine learning models to increase intent matching quality and reduce training time.

CX Manager

Fixed a bug where inbound phone calls would not always match to existing customers with the same phone number.
Fixed a bug where the scroll bar didn’t always work when editing the details of a Customer.

Integrations & APIs

Fixed a bug preventing the Seismic integration widget from showing on the integration panel
Fixed a bug where Zapier triggers were not always firing

Knowledge

Fixed a bug where custom header links were not showing on external Knowledge Bases.

Alan Finlay

4 years ago11/30/2021
Salesforce Package 1.10
Release Date: 01/15/2022

In addition to adding several new features and fixing bugs from version 1.9.1, we also completed some significant application code refactors that have increased overall performance of the application. Here's a summary of the updates for version 1.10.

Features and Updates

Setup & Configuration

General

Removed the Home tab
Added descriptions throughout the app to more clearly describe how the app works

Configuration Tab

Added a master on/off switch to the application so you can quickly turn off all data syncing without changing any workflows or mappings
Added a read-only Integration ID field on the Configuration tab to show which Boomtown integration you are connected to. This is helpful during troubleshooting or when changing environments.
Add the ability to stop an initial Sync once it is in progress.

Mappings tab

Added the ability for users to delete mapped custom fields on the Mappings tab
Updated the default mappings to simplify the initial setup and configuration
Updated field labels from Issues to Cases on the mappings tab to reflect the latest Boomtown product language
Added a Save Mappings button on the Mappings tab to be more consistent with the rest of the tabs that have save buttons instead of auto save
Updated the Sync Direction dropdown to a disabled state on the Mappings tab where there is no Salesforce field selected

Workflows Tab

Added the ability to name Workflows to make it easier to remember what each Workflow does
Added the Active Boolean to the main Workflows tab so it’s quicker to see if a Workflow is turned on or off

Data Components & Syncing

Updated the app to automatically sync Contacts on Accounts (if they match the Contact Workflows) when an Account is first synced to Boomtown
Updated the Troubleshooting Steps and Resolution Notes fields to be Text Long fields instead of Text fields so that we can pass more than 256 characters from Boomtown to Salesforce in these fields
Updated the Boomtown ID fields in Salesforce to not be unique in order to allow Salesforce to have duplicate Account data without throwing errors
Updated the application timeout limit from 10 seconds to 28 seconds to prevent any possible timeouts on data syncs
Added several performance updates across all parts of the application to significantly reduce processing time and speed up the data sync process

Bug Fixes

Fixed a bug when a Case moved from one customer to another in Boomtown it didn’t always update to the correct Customer in Salesforce
Fixed a bug preventing Date Fields from being mapped from Boomtown to Salesforce
Fixed a bug where Accounts wouldn’t get synced from Salesforce to Boomtown when a non-mapped field was the trigger that executed the workflow rule.
Fixed a bug that prevented our app from working in debug mode
Fixed a bug where the Boomtown Case URL field was only showing the Case ID and not the full clickable URL
Fixed a bug where having two parenthesis in the Filter Logic field on a Workflow would cause an error. You can now use nested logic. For example, (1 AND (2 OR 3)).
Fixed a bug where the data from the Boomtown Product field would only display a single product in Salesforce rather than the full list of related Products
Fixed a bug where updating records in Salesforce before adding the details on the Configuration tab would cause errors in Salesforce
Fixed a bug where having a field on the Mappings tab that had a sync direction set but no field mapping would cause a nullPointException error
Fixed a bug where the Salesforce ID was not always being saved to Cases in Boomtown when the Case originated from Boomtown
Fixed a bug where adding a new custom field mapping didn’t save the field on the mappings tab and the user had to select the field twice
Fixed a bug where Case Notes from Boomtown would not always get appended as Case Comments in Salesforce
Fixed several performance-related errors including SOQL errors, maximum stack depth, chunking errors, and CPU errors

Alan Finlay

4 years ago11/29/2021
Bot & Virtual Assistant Updates
Release Date: TBD

Following our recent launch of our Virtual Assistants, we have added a number of new updates to continue to improve the overall experience from building through deployment and customer experience.

Building

Added an On/Off Toggle to the Virtual Assistant Q&A pairs to make it easy for a builder to create content before deciding to push it live
Added a field on the WebChat configurator that allows bot builders to map Virtual Assistants to specific Web Chat instances with a single click. This allows for faster setup and greater flexibility when creating multiple WebChat instances.

Testing

Added a message in the bot simulator chat room notifying the user when a data training is complete so they can begin testing
Updated the buttons on the bot simulator chat room to allow a user to run a Quick Train or a Full Train depending on their needs.

Deployment

Added a warning on the bot deployment screen to notify a user when they are about to deploy an update to a bot without first completing a full machine learning model training
Added a pop up on the deployment screen to warn users when they are about to deploy a Bot that has known errors. An error log displays the errors that should be fixed.
Added an automated timeout if a bot deployment to production does not complete within 1 hour. This ensures faulty deployments do not get stuck in the deployment process.

Customer Experience

Added Flow Pausing capabilities to our Virtual Assistants. This gives our bots the ability to pause a conversation, start a new conversation topic, and then return to the previous conversation where it left off once the 2nd one is completed.

Alan Finlay

4 years ago11/29/2021
Updates & Bug Fixes
Release Date: 12/15/21

CX Manager

Fixed a bug where Case Events related to custom fields being updated didn't show the custom field's name in the timeline
Fixed a bug where Cases created from inbound phone calls would sometimes get cancelled after a conversion was completed
Fixed a bug where the Case Details (column 2) of the Case view would sometimes fail to load
Enhanced performance for our regularly scheduled CRON jobs

Knowledge

Added additional security measures to videos uploaded to Internal Knowledge Articles to ensure they can't be accessed by unauthenticated users
Fixed a bug where copying and pasting content from Word documents into an Article would cause an endless spinner and result in the content not being copied over
Fixed a bug where trying to copy content from the same Word document multiple times into a Knowledge Article didn’t work
Fixed a bug where nested accordions opened when the parent accordion was opened
Fixed a bug where links used within Article accordions caused the link to display as an accordion instead of a link

SDK

Updated the Default Customer field on the SDK configurator to allow users to select any Customer in their Organization

Admin & Settings

Added a new custom field that is a User lookup field. This field will allow you to look up and tag users to the field and display on the different object layouts (Cases, Locations, etc.). This will allow you to create custom user relationships on Customers and Cases such as Sales Representative, Account Manager, Customer Success Manager, etc.

Alan Finlay

4 years ago10/28/2021
Updates & Bug Fixes
Release Date: 11/9/21

CX Manager

Fixed a bug where custom fields with the Type = Date did not filter properly when using Case Filters and Views
Fixed a bug where switching between different Kanban Case Views didn't update the Case List to the new Kanban view selected

Knowledge

Fixed a bug where the 'Open in New Tab' toggle was not showing when adding a link to a Knowledge Article

Bots

Bot Builders can now leverage the "Route Conversation" Action Node to allow end-users to leave a message for Teams outside of hours of operation. This radio button will override global timeout behavior so the Case will stay open for agents to respond the following day during hours of operation.
Updated Entities to relate to the Organization instead of a specific Bot. This will allow teams to leverage Entity data across multiple Bots and on Cases in the near future
Fixed a bug where cloning a Virtual Assistant Bot was not cloning all Flows
Fixed a bug where error indicators would incorrectly appear on Nodes when you first opened a Flow

Mobile SDK

Fixed a bug where Issue Creation Forms were not always routing to the correct team
Fixed a bug where the Sponsor Team field was not properly syncing between the SDK Configurator and the Advanced JSON tab.

WebChat

Fixed a bug where WebChat Cases were being created with blank Sponsor Teams for Service Provider Organizations
Fixed a bug where the Route to Team picklist sometimes failed to route a chat to the correct Team

Alan Finlay

4 years ago10/27/2021
Visual Status Indicators Added to Outbound Chat Communications
Release Date: 10/27/21

We've updated the UI within our communication panel on Cases to show additional visual indicators when a user sends an outbound chat message from a Case. This will provide users with valuable indicators to understand if the message they sent is still sending, has sent, or failed to send.

When a message is being sent, the message will show a status in the top right to indicate if the chat has sent. The status will move from Sending to Sent and then afterwards show the timestamp of when the message was sent.

If a message does fail to send, the message will show as Failed and will offer the user the opportunity to Retry sending the message or to Cancel sending that message.

Lastly, if for some reason the user loses internet connection, we've added visual feedback in the communication panel so the user understands their network connection is down.

Veronica Weisman

4 years ago10/14/2021
Updates & Bug Fixes
Release Date: 10/26/21

Bots

We added a feature on the "Route Conversation" Action Node to allow end-users to leave a message for agents outside of hours of operation. This option will override global timeout behavior so the Case will stay open for agents to claim and follow up on the following day when they are online.

Knowledge

We updated our External Knowledge Base login functionality to allow users to log in with SSO instead of requiring a username and password. This will also streamline linking to internal Articles for users that are not already logged in. When a user tries to access an internal Article and they are not logged in, they click login and it will open a login page. After logging in (either with username and password or through SSO), the user will be redirected back to the link where they came from.

Webchat

Fixed a bug where public Knowledge Articles shared from a bot were not always loading inside Webchat depending on the customer's cached data.

CX Manager

Fixed a bug preventing users from adding Notes to Cases when switching between historical cases from panel 1 of the Case
Fixed a bug where billing subscriptions would periodically fail due to invalid emails
Fixed a bug where scheduled events were showing incorrect time zones when sent via text message

Alan Finlay

4 years ago10/1/2021
Updates & Bug Fixes
Release Date 10/12/12

Fixed a bug where an error displayed when trying to run a filter on Cases with both a filter for Category and Tags
Fixed a bug where certain automated email notifications were showing two logos instead of one
Fixed a bug where setting a link in a Knowledge Article to open in a new tab didn't open the link in a new tab
Fixed a bug where the count of open Cases in the Customer Panel on the CX Manager view would display 0 instead of the total number of open Cases for that Customer
Fixed a bug where password recovery emails were not always sending

Alan Finlay

4 years ago9/15/2021
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.

Prayas Tiwari

4 years ago9/14/2021
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 it is 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.

Alan Finlay

4 years ago9/13/2021
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 is easy enough to do, it becomes more complicated as you want 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.

Alan Finlay

4 years ago9/13/2021
Bug Fixes
Release Date: 9/14/21

We fixed three bugs:

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

Alan Finlay

4 years ago9/8/2021
Restrict Which Users Can Edit Specific Knowledge Libraries
Release Date : 9/14/2021_

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 the users in your organization who can create and edit Articles in a Library.

fix We also fixed a bug where adding a Link to an Accordion would display an extra down arrow under the link.

Alan Finlay

4 years ago8/31/2021
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

Made the custom field mapping modal taller to avoid picklists going off the bottom of the screen
Updated sorting for the Boomtown API field picklist to be alphabetical
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.

Additional Mapping Options for Lookup Fields

You can now use Lookup Fields in your Workflow Rules (previously hidden). This will provide additional flexibility for building custom Workflow Rule logic.

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.

Updated Custom Field Data Sync on Initial Case Creation

Previously custom field data would only sync after the record was created and then updated. We updated this workflow so custom field data syncs from Salesforce to Boomtown on initial record creation. We also fixed a bug where this was causing fields in Salesforce to become blank after the sync back from Boomtown.

Added Flex Queue Check

We added an extra check on the data sync to make sure that adding the batch job to the flex queue will not push it over the 100 job limit that Salesforce imposes. If we find that the batch job will push the Flex Queue past 100 jobs, we will skip the sync for those records. In the future we will add a queue mechanism to hold those syncs until after the Flex Queue has returned to lower levels.

Test Classes

We updated our app for test classes. We added a check for the existence of custom settings in our code and test environment. This will allow organizations to run automated tests that include our managed package.

Other Small Updates

We found that in the Performance Edition of Salesforce, the standard Subject field was not available as one of the field mapping options. We updated our logic to ensure this field is accessible as a mappable field and will also appear as the default mapping option from Boomtown Case Name when the app is installed.
We fixed a bug preventing organizations from changing the tokens and keys once the app was configured.

Version 1.7.2 was released to the AppExchange on 8/4.

Fixed a LimitException when too many queueable jobs were added to the queue from simultaneous background processes
Fixed a bug preventing new tokens from saving in some Salesforce environments

Version 1.8.0 was released to the AppExchange on 8/11.

Updated our sync logic to queue requests coming from a Batch in the same way we queue requests from Future Methods
Updated the app with a performance enhancement making the evaluation logic 13% faster

Version 1.9.1 was released to the AppExchange on 8/31.

Moved all bulk changes to a new queueable class that will trigger earlier in the code flow
Additional performance optimization on syncs from both single and bulk edits

Alan Finlay

4 years ago8/4/2021
Release Notes 8/17/21
As a reminder, we recently updated our product delivery process and we will now be releasing new features, updates, and fixes every two weeks going forward. Releases will happen on Tuesday nights.

This release has some bug fixes, performance updates, and Virtual Assistant enhancements. Here's what's going live on 8/17:

Core Updates & Bugs fix

Fixed a bug causing some Knowledge Articles to not display in the external knowledge base
Fixed a bug where the back button wasn't retaining saved filters and views on Cases screen
Fixed a bug where File Upload fields on external forms was showing up as a text field
Fixed a bug where Product Lists on Articles were showing the Product Index (all Products) instead of an Organization's Product List
Fixed a bug where the File Added Event was sometimes being shown twice on the Case Events Timeline
Fixed a bug where duplicate emails were sending for some events
Updated the Events Timeline to show the user who made each update
Updated Location Layouts to show Standard Organization Layouts when viewed as a Service Provider
Fixed a bug preventing large forms from being properly cloned
Fixed a bug where emails containing curly brackets ({ or }) would prevent the emails from displaying properly
Updated the RingCentral integration to automatically resolve Cases for abandoned calls

Virtual Assistant improvement

Added the ability to attach Knowledge Articles to Bot Responses
Added ability to optionally append data to fields instead of overriding field data
Enhanced our Q&A (Question and Answer) functionality to better match user inputs and deliver accurate results

Performance improvement

Updated the process for receiving and displaying chat tiles and new chat messages to load faster
Made a number of updates to our list queries to reduce the load time for Case and Customer screens

Salesforce Application improvement

We launched version 1.7.1, which had two updates

Alan Finlay

4 years ago8/3/2021
Release Notes 8/3/21
With this release we have updated our product delivery process and we will now be releasing new features, updates, and fixes every two weeks going forward. Releases will happen on Tuesday nights.

We kicked off the new process with some bug fixes, performance updates, and Virtual Assistant enhancements. Here's what's going live next Tuesday:

Core Updates & Bugs

Fixed a bug causing some Knowledge Articles to not display in the external knowledge base
Fixed a bug that prevented some users from filtering Cases by Tags
Updated the File Added Case Event to show the names of the files added in the Events Timeline
Fixed a bug preventing the automated Case Resolved emails from sending
Fixed a bug where products get added to the Case Description field when cloning a Case
Fixed a bug causing the SDK to crash when selecting some picklist values on form fields
Added logic to queue incoming simultaneous requests from Salesforce to prevent duplicate records from being created in Boomtown
Fixed a bug causing periodic timeouts in Knowledge
Increased a limit where Forms could only show 500 fields in the UI (they can now have up to 1,000 fields)

Virtual Assistant

Added new default Flows that get created with each Virtual Assistant to streamline the building process
Integrated Questions and Answers (Q&As) with the core bot intent matching logic
Added the ability for bots to append data to fields in addition to replacing data in fields with the Data Capture Node
Updated the bot builder interface to allow users to minimize the left and right panels for more visual space when designing and building flows
Added the ability to add multiple End Nodes to a Flow
Fixed a bug where the edit panel didn’t disappear when you navigated from Flows to a new section within the Bot console

Alan Finlay

5 years ago7/15/2021
Release Notes 7/15/2021
This release we are updating our URLs so all users will now log into our new interface. We are also launching an update to our SDK configurators and a number of performance updates and bug fixes.

URL Update to New Interface

With this release we are updating the URLs for our new and old web app interfaces.

When you log into app.goboomtown.com, you will now log into the new interface. No action is needed on your end. There will be no changes to app-new.goboomtown.com so if you have SSO set up it will continue to function as it does today.

If you still need to access the legacy interface, it will remain available to use. Please reach out to your primary point of contact or email us at product@goboomtown.com for access.

For anyone that hasn’t already started using the new interface, we have created a new knowledge base to help with the transition, which can be accessed at https://help.goboomtown.com/.

If you are looking to submit remote or field service requests to Boomtown Services in the new interface, here are a few articles to get you started:

WebChat & Support SDK

With this release we are making it even easier to integrate, update, and customize your in-app customer experience. We took the customizable JSON where you can edit text, colors, spacing, and all other appearance changes to your SDK, and moved that code to the SDK configurator in the cloud. This means that you can now make changes to your SDK’s in-app appearance without having to release any new code or release a new version of your app.

Other WebChat and SDK Updates:

Fixed an issue where the Route to Team field was not working correctly on WebChat and SDK
Updated some dark mode default colors to allow the SDK to work in dark mode off the shelf
Fixed a bug that periodically prevented you from downloading the SDK JSON configuration file from the configurator
Added Journeys as a new home screen option for the SDK to display active journeys to your customers and easily keep them informed throughout the experience

Salesforce App Updates

Updated custom field syncing so fields sync on initial creation and not just updates
Enhanced logic to prevent duplicates from being created when there are multiple edits to a single object in Salesforce within a few seconds
Fixed a bug that periodically prevented notes syncing from Boomtown to Salesforce

For additional details about the latest Salesforce app version, click here.

Performance & Stability

We continued to reduce the load time for screens across the application as well as enhanced the reliability of our messaging across chat, email, and SMS.

We also added new functionality that allows teams to chat with customers with the Boomtown app open on multiple browser tabs at the same time.

Core Updates & Bugs

Updated the language in Case Events for adding files, changing Customers, updating statuses, escalating Cases, and assigning Cases
We added a ‘load more’ option at the bottom of the Case Events timeline so you can see more than just the last 25 events
Fixed a bug causing event timelines to appear blank for some users
Fixed a bug preventing some inbound images from showing up in SMS threads
Fixed a bug where the chat tiles would disappear after clicking the back button
Fixed a bug where sometimes the All Unassigned Cases and My Team’s Unassigned Cases would get stuck
Fixed a bug where users in an Ecosystem couldn’t always see the Owner Team when owned by a different organization
Fixed a bug where text in a Case or Work Order field didn’t wrap when copied from Google Sheets
Fixed a bug that caused Collaborator Users to not receive automated update emails
Fixed a bug where the activity on the Case card goes away when the card is clicked
Fixed a bug with the Report filter for ‘Created’
Updated the required fields when creating a new Customer. Only Customer Name is required
Fixed a bug where searching for a Location ID and clicking on a Customer resulted in a malformed URL
Added ability to edit the Owner Team and Sponsor Team from the Edit screen (with a custom Layout)
Updated filters on Case Views for Priority, Tags, MID, Status, and Collaborating Teams
Added new permissions for Knowledge Article Templates
Fixed a bug where clicking on a Knowledge Article in search results doesn’t always open the Article
Updated the external Knowledge Base to return more than 15 results when using the default theme
Fixed a bug preventing users from bulk adding Tags to Knowledge Articles
Fixed an issue with Service History not showing for all Connect Users
Fixed a bug related to setting up a Google Calendar sync with Boomtown
Updated the Case screen in the old interface - changed the field ‘Categories’ to ‘Tags’ and added the ‘Category’ field from the new interface
Fixed an issue where Work Order statuses were not showing up in global search results
Fixed an issue where Work Order statuses were not updating from New when they are claimed
Updated the Statuses at the top Case screen to properly display Work Order statuses
Our RingCentral integration is now live on RingCentral’s production environments and available to be used

Alan Finlay