OvationCXM - Product Updates

Updates & Bug Fixes

Release Date: 08/06/24:

CX Manager

• We improved the processing performance of our email IMAP integrations.
• We moved our core application to new load balancers to enhance performance and resiliency.
• We fixed a bug that was causing the names on some dialog modals to be cut off.
• We fixed an issue where the list of files in the Case panel of the CX Manager screen did not properly scroll when the files went past the bottom of the screen.
• We fixed an issue where email history in certain email clients was displaying ‘Boomtown’ instead of the customer’s name when showing who wrote the previous emails.

Knowledge

• We fixed an issue where Articles were sometimes not rendering inside the Solutions panel on the CX Manager screen due to increased security restrictions. All Articles will now properly load in the Solutions panel.
• We fixed an alignment issue on the search results page in the external knowledge libraries.

Journeys

We launched our new journey builder that introduces a new canvas for more flexible and dynamic journeys. You can read the full release notes here.

Connectors

We released an updated Salesforce Managed Package with improved permission sets and improved load times. You can read the full release notes here.

Virtual Assistants

We improved the performance of training large virtual assistants.

Reporting & Dashboards

We fixed a bug where the value in the MID field in Reports was not showing for the latest Case on each Location.

Admin & Settings

We improved the load performance of the Teams page in settings as well as loading any objects that relate to Teams (e.g., a Location or a Case).

Security

We improved security on hosted screens (such as forms) with enhanced content security policies.

Alan Finlay

Salesforce v2.5 Release Notes

We are excited to announce the latest release of our OvationCXM Salesforce Application v2.5, packed with new features and improvements.

Fixed Issues:

• Resolved a bug where workflow rules were throwing a validation error when a read-only field was mapped from OvationCXM to Salesforce.
• Fixed an issue with data matching using OvationCXM’s external ID field.
• Corrected a bug where admins did not have permission for all configuration tabs when the package was installed only for administrators.
• Addressed a problem where users with admin permission sets were unable to delete workflow rules and log errors.

New Features and Improvements:

• Added a new minimal user permission set with permissions within Account, Contact, and Case objects.
• Renamed OvationCXM Permission sets within Salesforce to represent the associated package name.
• Improved page load times for the package configuration and settings.
• Enhanced load times for the picklist mapper.
• Added APEX class permissions to the respective permission sets.
• User experience updates for the package administrator.

You can update the package from AppExchange to take advantage of these new features and improvements.

Prayas Tiwari

Customer Journey Orchestration - New Journey Builder

You can now create more dynamic, personalized Customer Journeys more easily with the release of our new Customer Journey Builder! This update empowers you with a brand new interface and powerful functionality.

The centerpiece is the all-new canvas screen, an interactive workspace that allows you to:

• Visually map customer journeys: Enhanced drag-and-drop journey elements to create a clear visual representation of your customer's touchpoints alongside your internal processes.
• Design dynamic experiences: Trigger conditional actions and content based on real-time customer data like profile information, behavior, and previous journey interactions.
• Seamlessly orchestrate across systems: Connect your journeys with third-party systems and platforms you use, breaking down silos and ensuring a unified customer experience.

Benefits of the new Journey Builder:

• Greater Journey customization: Craft journeys that adapt to individual customer needs, leading to more relevant and engaging experiences.
• Enhanced collaboration: The intuitive visual interface simplifies driving alignment between teams and departments involved in the customer journey.
• Easier and faster Journey building: Streamline the journey design process with a larger drag-and-drop building space for each Stage, saving you valuable time and resources.

Upcoming Features

Watch for new functionality over the coming weeks, too, including:

• Using context to guide journeys: Save data received during a Journey and use it to influence the future Steps and Actions in a Journey.
• Personalized customer paths: Define conditional logic within a Journey to create dynamic and personalized experiences for each customer.
• Selection & Wait Actions: Manually make decisions during a journey and place predefined pauses or validations based on duration and field values.

Getting Started

The new Journey Builder will be rolled out automatically over the next two weeks. If you or your teams have any questions, please reach out to us. We would be happy to walk you through the latest set of updates.

Alan Finlay

ADA WCAG 2.1 Compliance

Releasing June 2024

We're excited to announce that our product is now fully compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 at the AA level, following the guidelines set forth by the Americans with Disabilities Act (ADA). This achievement signifies our commitment to providing an inclusive and accessible experience for all users, regardless of their abilities. This work applies to the Knowledge, Reports, Settings, and Messenger products.

What does this mean for you?

By achieving ADA WCAG 2.1 compliance, our product offers a variety of benefits for users with disabilities, including:

• Improved Color Contrast: Enhanced color contrast ensures text and graphics are clearly visible for users with low vision or color blindness.
• Enhanced Screen Reader Compatibility: Our product now seamlessly integrates with screen reader software, allowing users who are blind or visually impaired to navigate and interact with the content effectively.
• Optimized Keyboard Navigation: Full keyboard navigation allows users to access all features and functionalities without relying on a mouse. This is particularly helpful for individuals with motor impairments or who use assistive technologies.
• Clear and Concise Language: We've strived to use clear and concise language throughout the product, making it easier for users with cognitive disabilities to understand the information presented.

Benefits of ADA Compliance

Beyond its ethical importance, ADA compliance offers several advantages for your organization:

• Increased User Base: A more accessible product opens doors to a wider audience, potentially increasing your user base and customer satisfaction.
• Reduced Legal Risk: WCAG compliance helps mitigate potential legal risks associated with accessibility lawsuits.
• Enhanced Brand Reputation: Demonstrating a commitment to accessibility strengthens your brand image and positions you as a leader in inclusive design.

Alan Finlay

Updates & Bug Fixes

Release Date: 06/25/24:

CX Manager

• We fixed an issue where opening a Case from the Chat Tile would sometimes display the Contact field on the Case Details screen as blank, even when a Contact was assigned to the Case. The Contact field will now always populate when opening a Case from a Chat Tile.
• We fixed an issue where a user creating a new Case using the global Create Case button from an existing Case would see the Case Details from the previous Case while selecting the Customer for the new Case. The Case panel will now be blank while going through the Create Case workflow.
• We fixed a bug where navigating from an open to a closed Case would periodically show the messages from the previous Case. Now when you access a Closed Case, no messages will show in the communications panel and the communications will be available in the Transcript files on the Case.
• We fixed an issue where users would paste a new Case link into the URL bar and press enter while currently on a different Case, and the case screen would not update to the new Case. Now the user will be directed to the new Case after entering a case URL and pressing enter.
• We fixed an issue where the Events panel on a Case would periodically fail to load the events.
• We fixed an issue where users would periodically experience inconsistent loading of Case details and communications while navigating between multiple chats via the chat tiles.
• We fixed an issue where a user searching for a Case Ref ID in the global search bar would see 'undefined' in the search results when they navigated to the Cases tab. Users will now see the correct matching case(s) when navigating to the Cases tab on global search results.
• We fixed an error where some users on Windows using version 126.x of Chrome would experience a fatal error when opening and creating Cases inside CXME.

Alan Finlay