This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 30 NOV 2020 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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Preview Workflow in Browser UI
Workflow administrators can trigger a workflow preview in Browser UI.
Workflow Decision for Client Type
Use a single workflow to load workspaces specifically designed for users on Agent Desktop, Agent Browser User Interface, or mobile.
Workflow Option to Open Element in Subtab
Workflow elements can be opened as a subtab.
Incident Forward Configuration Option: Add Comments to Thread
Administrators can control whether comments entered in the incident forward dialog should be added to the incident thread as a private note, and whether agents should be allowed to disable this option when forwarding an incident.
Incident Field Support on Interaction WS
The Interaction WS (IW) can now be configured to include Incident fields.
Analytics Permissions Enhancements
Allows greater granularity in Analytics Profile permissions by providing the ability to manage Custom Script and Report Scheduling capabilities.
Service Usage Metrics: Phase Two
Additional User Seat types and daily Custom Object counts are added to the Service Usage Metrics.