OvationCXM - Product Updates

3 years ago5/31/2023

Deprecation Notice: Connect Application on iOS, Android, Poynt, Clover

As OvationCXM grows and evolves, we have shifted our mobile focus from generally available support applications to more flexible, configurable, and developer-friendly mobile support SDKs to provide you with the ability to design and implement the exact customer experience you want to deliver on mobile.

With this in mind, we have decided to deprecate our Connect mobile applications on iOS, Android, Poynt, and Clover.

Effective June 30, 2023, the mobile applications will be removed from the Apple App Store, Google Play Store, Poynt Marketplace, and Clover Marketplace. The application will continue to function until September 30, 2023, at which point it will be shut down.

To facilitate a smooth transition, we recommend taking the following actions:

  1. Remove References to Connect: Identify all references to downloading the Connect application on your website and documentation and remove these references.
  2. Migrate to Mobile SDKs: If you still use the Connect application to support your customers, you can use our mobile SDK to create more integrated and customized experiences for your customers on iOS, Android, or Cordova. If you are interested in our SDK for Clover, please contact us.
  3. Reach out for assistance: If you encounter any challenges during the migration process or have questions regarding our SDKs, our support team is ready to assist you. Feel free to contact us through our support channels, and we will be glad to help you.

We understand that these changes may require some effort on your part, but we believe they will contribute to a more robust and streamlined experience within OvationCXM. By deprecating these mobile applications, we can focus our resources on enhancing other areas of our product to better serve your needs.

Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated mobile experiences will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to contact us.

Alan Finlay

3 years ago5/31/2023

OvationCXM API V3 for Service Provider Organizations

We are excited to announce the latest update to our V3 API suite. This update will allow the service providers orgs to utilize a subset of API endpoints on behalf of one or many standard organizations in their ecosystem. This feature enhances the flexibility and functionality of OvationCXM, enabling service providers to interact with customer data efficiently. Please read below for more details on this update.

The OvationCXM API has been enhanced to provide a subset of endpoints for service provider organizations. While the API was initially designed for standard organizations to interact with their data, this new functionality allows service providers to perform certain actions on behalf of a standard organization.

To take advantage of this use case, the following conditions must be met:

  1. The standard organization, on whose behalf the service provider is acting, must be the rightful owner of the customer data being accessed.
  2. An ecosystem relationship between the service provider organization and the standard organization must be defined within CXMEngine.

New HTTP Header: X-Boomtown-OBO

To utilize the subset API endpoints, service provider organizations are required to include an additional HTTP header in their API calls. The header, X-Boomtown-OBO, should contain the unique ID of the standard organization on whose behalf the API calls are being made. This ensures proper authorization and linkage between the service provider and the associated standard organization.

Please note that the availability of specific endpoints and their functionalities may vary based on the subset API access granted to service provider organizations.

We believe that this feature enhancement will greatly benefit service providers by enabling them to offer more comprehensive and efficient services to their customers. It strengthens the collaboration between service providers and standard organizations, fostering a seamless customer experience.

For more information on how to implement and utilize the subset API access for service providers, please refer to the updated API documentation and guidelines provided by OvationCXM.

If you have any questions or require further assistance, please don't hesitate to reach out to our support team.

Best regards,

The OvationCXM Team

Prayas Tiwari

3 years ago5/26/2023

Deprecation Notice: Transitioning from API v2 Suite in OvationCXM

As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, we have decided to deprecate the v2 APIs within the OvationCXM platform.

Effective September 1, 2023, API v2 will be deprecated. Please note that once these APIs are deprecated, we will no longer provide technical support or further updates for them. If you are not using any of the v2 APIs, you can safely ignore this message. Otherwise, updating your integrations and applications to leverage the latest API versions available within OvationCXM is essential.

To facilitate a smooth transition, we recommend taking the following actions:

  1. Update your integrations: Identify all instances where the deprecated APIs are being used and update them to utilize the recommended alternatives. Our documentation and developer resources will be updated to guide you through this process.
  2. Test and validate: After making the necessary changes, thoroughly test and validate your integrations and applications to ensure they function as expected with the new APIs. This step is crucial to maintain seamless operation and avoid any disruptions to your workflows.
  3. Reach out for assistance: If you encounter any challenges during the migration process or have questions regarding the updated APIs, our support team is ready to assist you. Feel free to contact us through our support channels, and we will be glad to help you.

We understand that these changes may require some effort on your part, but we believe they will contribute to a more robust and streamlined experience within OvationCXM. By deprecating these APIs, we can focus our resources on enhancing other areas of our product to better serve your needs.

Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated APIs will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to contact us.

Prayas Tiwari

3 years ago5/19/2023

Training Flow for Unhandled Phrases on Virtual Assistants

Hello, OvationCXM world!

We are thrilled to announce the release of the Topic Modeling Flow for training unhandled responses in the OvationCXM Virtual Assistant. Unhandled responses are phrases that your customers type when interacting with a Virtual Assitant that don't match to a response you have defined.

The following feature is now available under the clustering section on the VA navigation panel. This innovative feature empowers users to enhance the VA's understanding and response accuracy by leveraging advanced clustering and modeling techniques to efficiently organize and train unhandled conversations.

Overview:

The Topic Clustering Flow is a powerful feature that empowers users to efficiently train unhandled and missed user responses. With this feature, our state-of-the-art AI embedding model will create clusters of unhandled phrases for users to map them to intents, and train the system for improved response accuracy.

The Flow:

Screenshare - 2023-05-19 1_58_33 PM.mp4 - Google Drive

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Key Features:

Cluster Creation: The Topic Modeling Flow automatically generates and names the clusters of unhandled phrases. By clicking on "Populate Clusters," users can quickly view and organize unhandled responses based on common topics and patterns. Users can also manually create new clusters to categorize relevant unhandled phrases into it

Cluster Details and Metrics: Users can access a dedicated view that provides comprehensive information about each cluster. This includes overall impact metrics, top keywords, the status of each cluster, and the intent it is mapped to. This overview helps users understand the relevance and importance of each cluster.

Phrase Acceptance and Rejection:Users can review the phrases within each cluster and accept or reject them accordingly. Accepting a phrase indicates that it should be mapped to the associated intent while rejecting a phrase excludes it from the training process and maps it to an ignored phrases pool.

Cluster Management: Within the cluster view, users have the flexibility to perform various actions. They can rename clusters, map them to specific intents, and interact with the phrases within each cluster.

Drag and Drop Functionality: To further customize the clusters, users can easily drag and drop phrases from one cluster to another. This feature allows for intuitive organization and refinement of the unhandled responses.

Training Process: Once all the clusters are prepared, users can initiate the training process. This step ensures that the phrases within each cluster are properly mapped to the corresponding intents. After training, the system is reset and ready for the next round of virtual assistant training.

Benefits:

Enhanced Training Accuracy: By mapping phrases to specific intents and training the system, users can significantly improve the Virtual Assistant's response accuracy. This leads to a more seamless and satisfactory user experience.

Efficient Cluster Management: The Topic Modeling Flow simplifies the organization and management of unhandled responses by automatically creating clusters based on similar topics. Users can easily navigate and interact with clusters, saving time and effort.

Intuitive User Interface: The drag-and-drop functionality and user-friendly cluster view make it straightforward for users to customize and refine the clusters according to their requirements.

Streamlined Training Process: The automated training process ensures that phrases are accurately mapped to intents, eliminating manual intervention and reducing the risk of errors.

We are excited to introduce the Topic Modeling Flow in the OvationCXM Virtual Assistant and we would appreciate your feedback as we continue to enhance our VA platform.

For more information or assistance, please contact our product team at product@ovationcxm.com.

Note: This release note provides a high-level overview of the Topic Modeling Flow features. For detailed instructions on how to utilize this feature, We will be adding relevant knowledge articles and documentation.

Vaibhav Gupta

3 years ago5/17/2023

Deprecation Notice: Upcoming Changes to OvationCXM APIs

As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, we have decided to deprecate certain APIs within the OvationCXM platform.

Effective from September 1, 2023, the following APIs will be deprecated:

  1. /api/v3/customers/password_reset
  2. /api/v3/customers/users/sso/{user_id}
  3. /api/v3/customers/sms_invite
  4. /api/v3/org/users/sso/{user_id}
  5. /api/v3/reports/technicians
  6. /api/v3/reports/org
  7. /api/v3/reports/kpi_issues_by_geography
  8. /api/v3/reports/kpi_average_time_to_scheduled
  9. /api/v3/reports/kpi_parner_owned_issues
  10. /api/v3/reports/kpi_time_onsite_by_location
  11. /api/v3/reports/kpi_issues_by_location
  12. /api/v3/reports/kpi_active_support_minutes
  13. /api/v3/reports/kpi_issues_time_to_completion
  14. /api/v3/reports/kpi_issues_remote_vs_onsite
  15. /api/v3/reports/kpi_issues_by_category
  16. /api/v3/reports/kpi_issues_over_time
  17. /api/v3/reports/kpi_open_issues
  18. /api/v3/reports/kpi_issues_by_age

Please note that once these APIs are deprecated, we will no longer provide technical support or further updates for them. If you are not using any of the above-mentioned APIs, you can safely ignore this message. Otherwise, it is essential to update your integrations and applications to leverage the latest versions and functionalities available within OvationCXM.

To facilitate a smooth transition, we recommend taking the following actions:

Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated APIs will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to reach out to us.

Prayas Tiwari

3 years ago5/8/2023

Thinkrelay.com Domain Deprecation - September 1, 2023

[Action Required for users of api.thinkrelay.com]

OvationCXM is in the process of sunsetting the thinkrelay.com domain in conjunction with our move to Google Cloud Platform and as required under trademark law. The final outstanding reference to the thinkrelay.com domain is the use of api.thinkrelay.com. If you are not using api.thinkrelay.com you can safely ignore this message.

If you are actively using api.thinkrelay.com, we ask that you please update any api.thinkrelay.com references to api.goboomtown.com as soon as possible.

A few years ago we implemented forwarding so that calls to api.thinkrelay.com automatically route to api.goboomtown.com, so the change is minimal. We have everything configured so it will be a simple find-and-replace exercise to update the references. Firewall rules will still work without any updates because the IP address is the same. We would be happy to schedule a call with you to assist with the update.

We are targeting a full shutdown of the api.thinkrelay.com hostname on September 1, 2023.

If you have any questions or concerns, please contact your account manager or email us at product@ovationcxm.com.

Alan Finlay

3 years ago5/4/2023

Updates & Bug Fixes

Release Date: 05/18/23

CX Manager

Cases

Automations

Navigation

Knowledge

We made several updates to the internal and external facing screens, focusing on ADA compliance.

Integrations & APIs

APIs

Admin & Settings

Alan Finlay

3 years ago4/14/2023

Sentiment Analysis on Virtual Assistants

Hello, OvationCXM world!

We’re pleased to announce a new feature for OvationCXM Virtual Assistants: Sentiment Analysis! This new capability provides valuable insights into the conversations your virtual assistant (VA) is having with customers.

Our Sentiment Analysis feature offers an effortless and accurate way to measure customer sentiments. It uses a combination of natural language processing and artificial intelligence to classify the conversations into three emotions:

Now with Sentiment Analysis as part of OvationCXM’s VA Analytics suite of tools, you can better understand customer sentiments that can be used to improve customer engagement and drive operational efficiency.

We are adding visualization on the VA Analytics dashboard to quickly and easily understand the sentiment of your customers’ conversations with your virtual assistant.

Some of the visualizations we have added:

1. Overall Customer Sentiments: To provide an overview of the overall sentiments of the customers talking to VAs. It will enable you to get the full view of your customers' experience chatting with your virtual assistants.

2. Sentiments on Cases: To connect the user sentiments on VA conversations with the Cases they relate to. This will provide valuable analytics on how the sentiment of users impacted each case resolution.

3. Sentiment of Specific User Messages: To get a granular understanding of each message and the user sentiment at that time. This will help you to identify and analyze particular messages and why the occurred so you can better handle similar messages in the future.

4. Sentiments on Intents, Entities, and Flows: To provide analytics on customer sentiments with each VA intent, entity, or flow created. This will help you improve the particular intents, entities, or flows that are creating more negative sentiments and promote the ones that are creating positive sentiments.

Rollout Plan:

We will be adding the Sentiment Analysis Visualizations on the Virtual Assistants Analytics Dashboards following the 4/18 release. Please email product@ovationcxm.com if you would like access to User Sentiment graphs on your VA Analytics Dashboard.

Vaibhav Gupta

3 years ago4/7/2023

Updates & Bug Fixes

Release Date: 04/18/23:

Starting with this release, we shifted to monthly software releases. Here are the updates going live with this release:

CX Manager

Knowledge

Virtual Assistants

We are excited to announce the launch of our Topic Modeling update to our Virtual Assistants, which will allow you to easily enhance and fine-tune how your Virtual Assistants respond to customer inquiries. We will share a full detailed post on topic modeling soon, but here is a preview of the new functionality:

Connectors & APIs

Admin & Settings

ADA WCAG 2.1

We made several color and styling enhancements throughout the platform to continue on our path of becoming ADA WCAG 2.1 compliant. These color and styling updates were applied to input fields, switches, the main navigation menu and dropdown, text, and button borders.

Alan Finlay

3 years ago3/14/2023

Updates & Bug Fixes

Release Date: 03/23/23

CX Manager

Knowledge

Integrations & APIs

Added extended standard field and custom field support to the Case Created and Case Updated Webhooks

Virtual Assistants

Added the ability to create a lead in Salesforce directly from the Virtual Assistant conversations. When enabled in a Flow, your Virtual Assistant can capture the user information and send it directly to Salesforce to create a new lead.

Admin & Settings

Fixed a bug on active Custom Fields that showed the Field Type field as editable even though it was not editable

Alan Finlay

3 years ago2/23/2023

Updates & Bug Fixes

Release Date: 03/07/23

CX Manager

Knowledge

Integrations & APIs

We added new GET and POST API endpoints for Automations, which will enable teams to get all their existing automations as well as trigger Automations via API. These new APIs will be available in our API documentation at developers.goboomtown.com/api.

Virtual Assistants

Reporting

Alan Finlay

3 years ago1/26/2023

Updates & Bug Fixes

Release Date: 2/10/23

CX Manager

Cases

Communications

Knowledge

Virtual Assistants

Virtual Assistant Connectors

We made the Virtual Assistants more actionable by adding the ability to capture and send user data through connectors/API integrations during conversations. Users can add connector actions on their Virtual Assistant flows to send data from conversations to third-party connectors. As part of the first release, we are launching lead generation on Salesforce through these conversations. With connector actions, the Virtual Assistants can now act as a single access point connecting different services internally and externally.

Additional Updates

Reporting & Dashboards

Admin & Settings

Alan Finlay

3 years ago1/10/2023

Launch of the New Article Editor

We have made a bunch of new and exciting updates to the way you edit an Article in Knowledge. We not only streamlined the user interface but also introduced some new features that improve the overall experience and workflow.

New Features & User Experience Enhancements

View State

You are no longer taken to the Edit State of a Draft when you click on one from the main Knowledge view. Similar to clicking on a Published Article Card, you will now be taken to the View State of the Draft. We also unified certain actions available so you can perform them whether in View or Edit State, depending on permissions. (e.g. Publish, Unpublish, Discard Draft, Comment, etc.)

Versions

We reworked the concept of Revisions. The Revisions picklist is now visible in the View State and will allow you to select what we are now calling Versions: Published, Draft, or Previously Published (formerly known as Revision). This will allow you to review different Versions individually and take appropriate action. When you unpublish a Published version, it will now convert to a Previously Published version. This not only gives you an audit trail but allows you to review the Previously Published version if you need to copy content from it. The timestamp for Draft versions is the last time the Save button was clicked. We moved the timestamp to the version picklist so you can quickly see when things were updated. The timestamp for Published and Previously Published versions is the date/time they were published.

Article Information Panel

We combined the 2 panels into 1 collapsable and resizable panel to give you more room for updating the content of the Draft. We also reorganized the Details tab and removed the individual Change/Done functionality for all of the fields in it. You can now update any of the fields directly without having to click Change first, then simply click the Save button.

To Do Tab

We created a To Do tab for adding and resolving comments and for future improvements and features such as Article Approvals.

Events Tab

We moved the Stats to the top of the Events tab and introduced a Load More Events button at the bottom. 15 event logs will load by default and 15 (or less depending upon the total number of event logs) will load every time you click it. We also cleaned up the logs themselves by getting rid of duplicate logs, removing extraneous information, and updated the verbiage to match the interface (e.g. Teams are listed by their actual name instead of their ID).

Labels

We updated the way you add Labels to an Article by mimicking the way Labels are displayed in the main Knowledge view. You can now search or simply click through the same style tree and check the boxes next to the Labels you want to add to the Article. This makes it easier to find the label you are looking for, especially if you have multiple sub-labels with the same or similar names.

Search Terms

Keywords are now known as Search Terms. Adding Search Terms will now behave more like adding Tags or Products. A removable badge will be added for every Search Term you enter. You can also add phrases for exact specific searches to improve search results.

Main Action Buttons

View State

Edit State

We moved the main buttons from the bottom right to the top bar with the Version picklist. This brings the most frequent actions you perform front and center of the editor. We broke out Publish into its own button to make the publishing process easier and faster. We also introduced a 3-Dot Menu for less frequent actions and to introduce more functionality in the future.

Cancel Button

We updated the behavior of the Cancel button. When you click Edit on a Published version that has no Draft, a new Draft gets created based on the Published version. If you don’t make any changes or click Save, clicking Cancel will discard the Draft for you and take you back to the View State of the Published version. If you do make any changes to a Draft and don’t click Save, you will receive a popup asking if you want to save your changes.

Discard Draft

You will now be presented with a confirmation popup when you click on Discard Draft to avoid accidentally deleting something you shouldn’t have.

Refresh or Close Tab/Window

If you refresh your page or attempt to close the tab/window you are working on while you have unsaved changes, you will be prompted by your browser.

Code View Saving

You can now Save any changes you make while in Code View without having to switch back to the standard view first.

File Manager

We added an option to the toolbar while you are editing an Article called File Manager. This will allow you to upload files you wish to reuse in multiple Articles throughout your entire library. Clicking on the thumbnail will insert the file into the article you are editing. Clicking the Replace icon will allow you to swap out the file and it will automatically update any Articles using the file without changing the Article status. Clicking the Delete icon will allow you to remove the file just from the File Manager itself or remove it from any Articles it is in.

Create Article Modal

We updated the way new Articles are created. When you click on Create > Article, you are now presented with a modal where you can enter the Title of your Article, select the Library it will be nested under, and optionally choose a Template. This streamlines the creation process and ensures Articles are also created in the Library they belong to.

Export to PDF

We added an option in the Three-dot Menu to export Articles to a PDF version whether you are in the View or Edit State.

If you are interested in using the new knowledge editor, email product@ovationcxm.com.

John States

3 years ago12/22/2022

Updates & Bug Fixes

Release Date: 01/20/23

CX Manager

Knowledge

We fixed a bug where adding a word in between curly brackets was not showing up in the external article because it was being confused for a token.

Integrations & APIs

Fixed a bug where Notes were not being added to theh Events timeline from the Phone API. Notes can now be added for the AgentAnswer, AgentHangup, and QueueExit API calls.

Messenger SDK

Fixed a bug where the mobile SDK would sometimes hang or crash on the customer rating screen.

Virtual Assistants

Alan Finlay

3 years ago12/14/2022

Updates & Bug Fixes

Release Date: 12/20/22:

CX Manager

Cases

Communications

Made an update to improve the speed an reliability of messages in the communications panel on a Case

Knowledge

Fixed an issue where users who accessed the external knowledge site via the link on an Article edit screen were automatically logged out of the external site and were forced to log in again

Messenger

Virtual Assistants

We improved the dataset and model for the Anger and Confusion Intents

Alan Finlay

3 years ago12/14/2022

Salesforce Package v2: Map any Salesforce object with our objects!

We're excited to announce the launch of Salesforce Package v2! With this new version, you'll have access to an array of brand-new features, bug fixes, and improved performance.

Features and Updates

Setup & Configuration

General

Workflows Tab

Bug Fixes

We hope that Salesforce Package v2 will make it easier for you to navigate your data and improve your business operations. You can install or update this package using our AppExchange listing. If you have any questions, please don't hesitate to reach out to our team. We're here to help!

Prayas Tiwari

3 years ago12/13/2022

Launch of the New Messenger App

We’re excited to announce the launch of our newest product, Messenger.

Messenger is the new and improved version of Webchat. We rewrote the application from the ground up in order to deliver better customer experiences.

We re-architected the code base to move from a chat-first approach (the original webchat was chat-only) to a multi-component digital interface. This updated architecture opens new doors for us to add new functionality, improve customer context, and introduce Smart Buttons, contextual on-page deep links, which we’ll talk about in an upcoming post.

Given that live chat is now just one of the many ways for a customer to get the information they need, we changed the name from Webchat to Messenger. Messenger allows knowledge and information to be delivered via chat, browsing or searching articles, email, phone, embedded journeys overviews, form submissions, custom websites, and more. Messenger is the digital interface that connects you with your customers.

As part of this update we added a number of new features and performance enhancements as well as resolved all known issues in the old Webchat product.

Features

Core User Experience

When a customer opens Messenger, they are now immediately routed to the home screen before having to provide their email address. This allows you to provide more information and communication channel options to your customers without adding any friction. Only when they start a chat conversation do we ask for some information so we can identify them early to provide a more personalized experience.

Updated Designs

In addition to the user workflow enhancements, we made a lot of interface design updates as we rebuilt Messenger. These include:

New Mobile Screen Optimization

We completely revamped how Messenger works when it is accessed on a mobile screen. We optimized the container so that it is easier to access and expand, but also easier to minimize and get out of the way when it’s not needed.

Enhanced Chat Notifications

We added new real-time chat message indicators for when a customer is not in the chat session, but needs to see there are new messages. This could be when Messenger is in a minimized state or even when the customer is on the home screen.

Hours of Operations

When your chat is set to unavailable, the away message will now show on the home screen so customers still have the ability to get support via other methods provided.

Dynamic Container Sizing

Messenger is much more responsive in real time when it comes to browser size and zoom than Webchat was. Messenger will automatically resize to fix the browser size and will never go off the screen. A customer can also now zoom in to over 400% and the container resizes and is 100% usable at each state.

Updated User Workflows

We optimized the user experience across all core workflows as a customer navigates through chat, knowledge search, form submissions, and more. The navigation actions and language are now more intuitive and customers are less likely to get stuck on any screen.

Copy/Paste From Clipboard

We added the ability for customers to copy and paste screenshots from their desktop into the Messenger composer to make it easier for customers to share images.

New file upload UI

We added a new file upload workflow to make it easier and more intuitive for customers to load one or multiple files at a time to a single message. Files can also be reviewed, and removed before sending the message for complete control. An updated file progress bar shows the upload process in real time before the message is sent.

Displaying Action Messages when Chats End

We added action messages in the chat interface for when a chat is ended. Previously it just brought the customer to a rating screen but did not tell them that the chat was closed. We will be adding more action messages in the future. This could include when an agent joins the chat, when the customer goes inactive, when assignment has changed, and more.

Smart Buttons

Finally, Messenger comes with a powerful new feature called Smart Buttons. We will discuss the details of Smart Buttons in a separate post, but in short, they are power contextual elements that can be added to a screen that deeplink the customer to specific knowledge, bots, or forms within Messenger without leaving the current screen to provide faster, more contextual experiences.

Performance

Along with the new features included with Messenger, we also made a few performance, security, and reliability improvements. These improvements include:

Bug Fixes & Small Updates

If you would like to move from Webchat to Messenger please email us at product@ovationcxm.com.

Alan Finlay

3 years ago11/29/2022

Updates & Bug Fixes

Release Date: 12/06/22:

CX Manager

Knowledge

Virtual Assistants

We improved visibility into bot issues by adding training errors and Bot Builder errors in Test Chat simulator. This will allow builders to more quickly diagnose and resolve issues in real time while they design and buildtheir Virtual Assistants.

Alan Finlay

3 years ago11/18/2022

Updated and Improved Cases Screens

We are excited to announce the release of an updated and improved Cases screen which is focused around improving performance, stability, and efficiency for agents handling Cases. These updates include the Cases List screen and the four panel Case View.

The updates to the Cases screens include:

New Functionality

The new Cases screen also has new functionality enabled which includes -

Veronica Weisman

3 years ago11/10/2022

Introducing Tasks on Cases

Cases are a great way to keep track of ongoing issues, but sometimes you need a little more help getting things done. That's why we've added Tasks to the cases! With Tasks, you can create a to-do list for each case, so you can keep track of everything that needs to be done to solve that case. You can also assign tasks to other users or teams, so everyone knows who's responsible for what.

To get started, simply open up a case and navigate to the “Actions” menu and click on the "Add Task" button. From there, you can add a task name, description, due date, and assign it to a team or a user. Once you're done, click "Save" and your task will be added to the case.

Once you add, edit, delete or complete a Task, a new event is added to the timeline for audit logs.

Got some questions? Contact our team today to get more info!

Prayas Tiwari