Update 21D

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Overview

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B2B Service Center

Service Request Management

View Updates to Service Requests Secured Using Access Groups in Near Real-Time

You can access service requests (SRs) that are secured using access groups in near real-time.

When an SR is created or updated, users can access the new or updated SR immediately. You don't need to run the Perform Object Sharing Rule Assignment Processing scheduled process for users to access the SRs.

Define Access Group-Based Data Security Policies for SR Messages

You can define access group-based data security policies on service request messages. Access groups are an alternative way of granting data permissions to users as compared to SQL-based data security policies. Instead of creating security policies using SQL, you can use object-sharing rules in the Sales and Service Access Management UI to define your visibility criteria.

Define Access Group-Based Data Security Policies for Service Categories

You can define access group-based data security policies on service categories. Access groups are an alternative way of granting data permissions to users as compared to SQL-based data security policies. Instead of creating security policies using SQL, you can use object sharing rules in Sales and Service Access Management UI to define your visibility criteria.

Improve Related Objects with Unique Business-Driven Behaviors

Meet your organization's unique data and workflow needs through improved Relationships. Your administrators can now extend Related Objects with custom Relationship Types, custom fields, object workflows, and the automatic creation of Relationships to Action Plan objects.

Select Business Unit Specific SmartText Entries

You can author SmartText entries for each Business Unit when the Multi-BU functionality is enabled. This lets each Service organization define verbiage that is aligned to its business practices. The application now provides a list of SmartText entries specific to the Business Unit associated with the service request you're working on.

Support Flexfields in SR Attachments

You can extend the Service Request (SR) Attachment and SR Message Attachment business objects to support flexfields. This feature lets users provide additional information about the attachments when uploading them or editing them on the SR.

Configure Email Templates to Control When to Include Past Conversations

Control whether to include past conversations in an outbound email. If you want to include the past conversations in email messages, you can add the past conversation tag to the email template. You can also configure which channel-type messages to include in the past conversations.

Define Notifications for Custom Objects Using Notification Preference Manager

Use the Notification Preference Manager to define notifications for custom objects. First, create triggers on the relevant custom objects in Application Composer that you want to initiate user notifications. Then use the Notification Preference Manager to specify the recipients and delivery channels for these custom objects.

Adaptive Intelligence for Service - SR Similarity

SR Similarity helps your agents resolve service requests (SRs) faster by automatically finding similar SRs that your service organization has previously encountered and solved. This is particularly relevant for newly emergent issues that are not yet covered by the curated knowledge base, such as when new product/services are introduced. 

When a new SR is reported, an agent can use SR Similarity to automatically identify SRs that may have relevant solutions, and can access that information for faster troubleshooting. Adaptive Intelligence (AI) capabilities including Natural Language Processing (NLP) are used behind the scenes to find likely matches based on key SR information such as title, problem description, associated category or product. As a result, you can shorten time to resolution and improve agents' efficiency by reducing ad-hoc searching and unnecessary troubleshooting.

The feature is currently available only in the English language.

NOTE: SR Similarity was previously released as a Beta feature. It is now generally available to all Sales and B2B Service Enterprise and Premium customers.

Service Analytics

Analyze Service Request Transfers

Analyze where and why service requests are transferred between agents and queues. The insights gained let managers take the necessary steps to prevent frequent service request hand-offs that can drain the service organization's productivity.