Our next release will be on 10/15 at 9pm PST.
This release we continued to focus on enhancing the core workflow in the new interface, increasing the available customization in the knowledge base, and squashing reported bugs.
Here's what's going live next Thursday:
We introduced a new button to help answer the question, “what should I work on next?”. When you’re viewing a Case and then resolve it, set it to waiting, or reassign it to another Team/Owner, you will now see a button at the top of your screen that says, ‘Next Case’. Clicking this button will take you to the next Case that needs your attention. The prioritization for presented Cases is:
Setting a Case to waiting helps improve your ability to keep track of what need your attention at any time, but what happens when you may be off shift or out of the office for a while? Of it your team prefers to focus on speed of response over continuity of Case owners. When you set a case to Waiting, you can now optionally have the case return to your Team as unassigned rather than coming back to you when it returns to a Ready status.
Customer Single Sign On (SSO)
With this release we extended the knowledge base login functionality so Organizations can use single sign on to authenticate customers from their existing systems rather than use our password management system
Customer Segmentation for Knowledge Base
Organizations can deliver dynamic content experiences based on their customer profiles. We extended the Customer Segment field to our Article Access Controls to enable teams to show or hide content based on the authenticated Customer's Segment.
Other Knowledge Updates
We enhanced functionality for Services Providers (Organizations that support the Customers of other Organizations) and their Ecosystems. Services Providers can now create custom fields that can be shared and seen by all their partners in their Ecosystem. This allows Service Providers to create a single custom field that they can display to all partners rather than having to create custom fields on every organization’s overlay. This becomes especially powerful when integrating data from third party systems and sharing that knowledge with your desired partners.
We extended the accessibility of our Support SDK by creating plugins so it can be used with apps built on Cordova (in addition to native iOS and Android). This allows partners to integrate our SDK in their Cordova apps and have it work on both iOS and Android from a single build.
As always, if you have any questions, don't hesitate to reach out to email@example.com.
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