Release date: 8/22/2019 10pm PST.
This release revolves mainly around the usability of the Knowledge Base along with platform-related updates regarding the Product Index, Canned Responses, Search, and Customer Surveys.
A few updates were made in this release to improve the usability of the Knowledge Base.
Auto-Login – Users will be auto-logged in when accessing internal knowledge bases and will not be required to re-log in each time.
Visibility – A bug was fixed where articles that were archived, deleted or drafted were visible to some users.
WYSIWYG Editor – We updated the WYSIWYG editor to remain sticky at the top of the screen when writing knowledge content.
Update Multiple Objects – A breadcrumb on the Update Multiple was added to make the target folders easy to find.
An issue was fixed where the avatar upload functionality for folders was hidden.
There are a few minor updates regarding the Product Index (formerly known as the "Technology Dictionary").
Nicknames – Nicknames were added on all product picklists across the platform to make it easier to identify the product when selecting it from a list. Nicknames can include internal notes to easily identify the correct product you are supporting.
Example: - Verifone VX520 (Terminal) (Register 1)
Network Map – The following fields were added: Mac ID, IP Address, description, and status on hover state over the product; a click through which will take the user to the Edit -> [that device].
Product Filter – A product filter was added to the Issue grid -> Filters -> Products to easily find issues belonging to affected selected products.
Filters: Functionality was added to filter canned responses by Team. This will allow Teams to only see the canned responses that are relevant to them instead of all the canned responses enabled for an entire organization. An option was also added for "All Teams" for backwards compatibility.
Tokens: Functionality was added to allow tokens in canned responses so you can quickly provide dynamic and personalized responses to your customers. This will be especially useful for canned responses in email. The following tokens will be available to use in your canned responses:
File attachments were also added to canned responses.
Canned responses functionality was also added to the email pop-up modal.
There were minor updates made on the Search functionality (Global and Local) to improve search results across the platform.
A fix was also made on the Issue list screen where the search result showed the incorrect number of pages.
An option was added for an Organization or Team to automatically send customer surveys upon Issue resolution. This setting can be found under Settings -> Workflows -> Issue defaults.
As always, if you have any questions, please reach out to firstname.lastname@example.org.
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