Updates & Bug Fixes - OvationCXM - Product Updates

2 years ago3/3/2024

Release Date: 03/8/24:

CX Manager

We fixed a bug where the Categories field on a Case was not displaying any options after a Case was set to Waiting. Now when a Case is set to Waiting, the Category field will populate with all available options when you edit the Case.
We fixed a bug where inaccurate Location information was loading in column 1 when creating a new case. If you create a new Case and select a Location to create the Case under, that Location’s information will properly load in column 1.
We fixed an issue where users that had the Edit All Cases Permission were receiving an error when accessing a Case that was not related to a Team the user was on. Now when a user has the Edit All Cases Permission, they will no longer receive an error accessing a Case owned by a Team they are not on.

We fixed an issue where an inbound email would periodically update the Customer Name to the From email address when the email matched to an existing email address in an Organization’s data. Inbound emails will no longer update the Customer Name for any existing customers.
We updated our inbound email restrictions to allow emails to create Cases when they have an Auto-Submitted: Auto-Generated header included. Previously we ignored these emails from creating cases to help prevent potential spam.
We fixed an issue where inbound emails from existing customers were not always matching to the correct Customers, Locations, and Contacts. Note that if you have more than one instance of the same email address in your Contact list, it will not automatically match to the correct customer.
We improved the customer matching logic for inbound phone calls to more accurately match to the correct Location when the phone number on the Location matches.
We improved the customer matching logic for inbound SMS messages to ensure that an inbound SMS message from a customer attaches to the correct Customer, Location, and Contact when the relevant data is available in an Organization's CXMEngine instance.

We addressed an ADA compliance issue in Knowledge by making sure all elements have a unique descriptive label.
We improved the ADA compliance of the Knowledge home screen and article editor by making sure all buttons are accessible and operable by keyboard.
We made sure that all elements on the Knowledge home page had appropriate focus state styling and that the focus order was appropriate for ADA compliance.

We added new 'getBy' endpoints to all core object APIs to enable users to lookup any record by custom field data. This will add additional flexibility to the inbound customer and case matching workflows and allow organizations to use custom fields (where field type = identifier) in addition to the External ID and MID fields.

We implemented a re-scan process for files that did not successfully complete virus scans on initial load.
We improved security related to CORS header reflection.

Alan Finlay