CX Manager

• We fixed an issue where the scroll bar didn't work on the left folder navigation under Reports. You will now see a scroll bar when you have more folders than fit on a single screen.
• We fixed an issue where navigating to the Events timeline immediately after creating a Case could sometimes display a blank panel.
• We fixed an issue where sometimes a user sending an email could experience the message successfully being sent but not showing in the messaging panel.
• We fixed an issue where the browser tab title would sometimes display the wrong screen name. When a user navigated to a Case, the browser tab title would show the correct ID and name of the Case, but when the user went back to the Cases list, the browser tab title would not update. The browser tab title will now properly update for the screen you are viewing.

Knowledge

We fixed a bug where Users were periodically being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just taken directly back to the login screen.

Journeys

We fixed an issue where a Task Action would periodically not start on the Journey timeline due to bad formatting of the Due Date.

Virtual Assistants

We improved the performance, intent matching, and predication capabilities of the Virtual Assistants.

Reporting & Dashboards

We fixed an issue in Reports where the Status filter would display a numerical number rather than the actual name (string) of the status selected by the user.

Admin & Settings

We fixed an issue where Tags and Category dropdowns were not always populating when using them for conditional logic in Layouts.

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 object that relates to Teams (e.g. a Location or a Case).

Security

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

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.

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 pre-defined 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.

ADA WCAG 2.1 Compliance

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.

We believe that everyone deserves an equal opportunity to access and benefit from our product. This update reflects our ongoing dedication to creating a user-friendly and inclusive experience for all.