Release Notes - November 2024

Intro

The November 2024 release is packed with new features and enhancement for Core and Elevate. Much of this release aims to standardize the user experience across modules with updated UI’s, simplified workflows, and more robust functionality.

New Features 

• Core SX

  • Easy Access to Training Docs → Ask your CSM about getting access to the SupportLogic Academy from within SupportLogic UI. 

  • Customer Effort Score (CES) in the SupportHub

• Elevate

  • Improved SupportHub UI -> We’re standardizing the user experience across all modules, starting with the Ticket Detail page

  • AutoQA for Voice Calls -> QA voice calls in Elevate with speech analytics and sentiment detection and analysis

  • Streamlined Virtual Orgs and Teams -> One location for Virtual Teams removes the need for duplicate changes in Core and Elevate 

  • Improved comment filters -> Filter comments by agent at the case level

  • Goodbye Ctrl + F -> Search for keywords and phrases in cases using the search icon

  • QA Score Trend -> See QA trends at the account level from within individual cases

  • Comment Filters -> Filter by comment age, inbound v. outbound, and more

• Changes/Updates

  • Core SX 

    • No limits on Virtual Teams and Accounts -> Create a Virtual Team or Virtual Account with no minimum membership restrictions

    • Enhanced filtering on Top Customers page -> Filter by individual accounts, virtual accounts, or virtual groups

    • Added functionality for Universal Writeback Framework - Support for multi-value fields – like CC and BCC – in Salesforce, ServiceNow, and JIRA

  • Elevate

    • Platform Migration

    • Behavior filtering within SupportHub -> New workflow to filter and navigate to comments based on Behaviors

  • Expand

    • Enhanced Account Insights -> Improved health score trend line, case grouping, enriched case cards, and account notes

    • Enhanced alerts for Account teams ->Send alerts to the Account’s CSM or CSMs 

  • Assign

    • Do more in the Assignment Board -> Simulate auto-assignment, reply to customers, and add case notes

Thanks
The SupportLogic Team

New Features

Core SX

Link for the SL Academy

• We have introduced an option in the application settings that allows the application admin to configure a dedicated customer URL for the SL Academy. After the link is configured, the "Open SL Academy" option becomes available to all application users, with access to all customer-facing learning articles and videos.
  
  Setting and Link
  
  Academy content examples
  
  

• Customer Effort Score (CES) is now available within Core SX for Elevate customers

  • All Elevate customers can now see the Customer Effort Score within the Core SX SupportHub, based on case evaluations from the Elevate module.

Elevate  

• New SupportHub UI—The ticket detail page in Elevate is the most important page and is part of all crucial QA workflows. As such, this is the first step in the redesign of Elevate, which aims to improve the experience and provide a consistent UI across SupportLogic and all its modules.
  
  All new SupportHub UI within Elevate

And this isn’t just a cosmetic update as we’ve packed in a bunch of requested enhancements! In addition, if you ever want to open this case within Core or using the old UI, that is also available (as below)
Quick link to case in Core or view in old UI

• AutoQA for Voice - Voice cases and calls are now treated the same as email or chat cases - ie they can be reviewed in Elevate - both by Auto and Manual QA. Moreover, you have full playback functionality for voice calls and all the goodness SL’s signal detection available.
  AutoQA on Voice cases in Elevate

• Virtual Orgs & Teams - We've done away with the old Groups within Elevate and now fully support your existing org structure in Core. From the nav bar, now you’d redirect straight to Core to manage your existing Virtual Team structure. No more having to make the same org changes in Core and Elevate ever again!
  
  Virtual Teams in Elevate

• Improved nav to and fro an agent’s comments - When reviewing a case with multiple reviewers and one that has a lot of comments, we understand how it can be painful to jump from one comment to another, for the same agent. That can now be done with simple controls for the same.
  Navigation options during review

• Search within Case - Looking for a particular phrase or word within a case? Now, simply click on search and voila!
  Click on Search
  
  Search for your query
  
  

• Customer QA Score Trend - In the left panel within every case page, you can now quickly see a history and trend of all cases opened by the same customer and how they performed.
  Customer QA score trend chart
  
  

• Activity Log enhancements - Newer entries along with more data being shown in the Activity Log for flows such as Disputes and Reviews. More to come in Q4!
  

• Comment Sort & Filters - Prefer seeing the newest comments first, instead of the oldest comments? Or you’d only like to see comments from auditable agents? All of this can now be done with our new filter and sort options for comments
  Comment section sort & filtering options

Changes/Updates

Core SX

• Virtual Team/Account creation now possible with or without agents/accounts

  • The restriction on the minimum number of members required to create a Virtual Team or Virtual Account has been removed. It is now possible to create a Virtual Team or Virtual Account with no members, a single member, or multiple members.
    Virtual Team with no members

    
    

• Filtering by individual vs Virtual accounts on Top customers page

  • A new dropdown filter has been added to the Top Customers page, allowing users to filter by individual accounts, virtual accounts, or virtual groups.
    New filter

• UWF - sync back multi-value fields and all recipients, including CC/BCC

  • UWF - enabled ability to sync back multi-value custom fields for Salesforce/ServiceNow and Jira CRMs.

  • UWF - added support for writeback of all case recipients, including CC/BCC for Salesforce and ServiceNow CRMs.

Elevate  

• Elevate Platform Migration—From now on, Elevate and Core will share the same underlying platform. What does this mean?

  • We would use the Core platform's existing frameworks and models, so all communication to and from is now seamless.

  • This would also allow us to clear some technical debt on the ESX side.

  • Instead of a separate Elevate schema, we’re now going to leverage Core’s existing schema—i.e., gone are the days when there was a mismatch in cases, case updates, or agent data between Core and Elevate.

You will soon be contacted with more details and a migration plan.

• Filtering comments by observed Behaviors - What used to be available within the left panel on the ticket page is now available within the ‘Criteria’ tab on the right panel.Choose a behavior, and then use the arrows to navigate to the next comment with the selected behaviors present.
  New workflow to filter and navigate to comments based on Behaviors
  
  

• Coming Soon:

  • Redesign for other pages in ESX

  • Acknowledgement workflows

  • Attachments

  • Display of Core’s Signals and Scores within ESX

  • Signal management within ESX
    
    

Expand

Enhanced Account Insights view aka Account Hub

Improved Account Health Score trendline: The trendline is now depicted with a combination of chart view and colour, giving clear understanding of how the account health is trending over a period of time. Account Managers and Support Managers can also review the historical Account Health Score beyond the default 3 month window. They can point anywhere on the trendline to view the historical Account Health Score and the cases that contributed to the score.

Grouping of cases and enriched case cards: Users can use the “Support” tab in the Account Hub to review the cases associated to the Account by grouping them by various parameters such as signal types, status, priority, engineer, attention score, sentiment score, etc. The enriched case cards now present the most relevant information based on the filter criteria.
Grouping of cases [Ex: grouping by Attention Score]

Enriched case cards [Ex: showing signals detected and escalated state]

Account Notes: Users can now leave notes about the account, review notes left by other stakeholders and if need be update or delete the notes they own.

Manage and review notes for Account 

Alerts to multiple CSMs or Account Managers involved in the case

• An option has been added to send alerts to the Customer Success Managers (CSMs) linked to the account associated with the case.

• When multiple CSMs or Account Managers are associated with a case, alerts will be sent to all of them.
  Alerts to CSMs and Account managers

Assign

• Recommended agents are displayed by default based on the queues filtered on the Assignment Board.

  • The user can extend the recommended agents list by switching the filter to the “Matching queues” option (All cases queues), where recommended agents will be taken from all the queues the current case is linked to (CRM and Virtual queues). This option simulates the auto-assignment, where the best agent is taken from all the queues the case is linked to, while they are turned to auto-assignment mode.

  • The user can also select the “Default Team” option if the default team is set up in the customer environment and recommended agents from the queues are not the best match.
    Filters on the Assignment Board

        

• Added ability to replay to the customer or add internal notes from the Assignment Board
  

  Response area added to the Assignment Board

   

• SupportLogic user name added to the Timeline record for cases that the SL user manually assigns

  SupportLogic user name