Update 22B

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

Send Notifications to All Members of a Specified Queue

You can send defined notifications to all members of a specified queue so that they can effectively monitor the queue for open items. Queue members can then identify when there are items that they can take action on.

View and Manage Relationships Between Service Requests

Use this feature to view and manage business-driven relationships between service requests and leverage these relationships to make easy updates across your service requests. Relationships can enhance the efficiency of your agents and improve your service request resolution outcomes.

Make all Profile Option Changes for Inbound and Outbound Email in a Single UI

You can make changes to all the email-related profile options on one setup page. This saves the time and effort of searching for and updating each profile option individually.

Import Service Categories Using Import Management

You can import service categories using the Import Management method. You can also export service categories using Export Management.

Create Relationships from Action Plan Actions

Action Plan administrators can now specify an exact Relationship for every Action Plan Action that results in the creation of a service request or a case, enhancing the efficiency of your agents and improving data consistency when creating related Service Request and Cases.

Create Service Requests With Severity as Null

You can create a service request with severity as null. The severity field on the service request doesn't require a default value.

Open Common Records from Recent Items as Dynamic Tabs in Workspace and Dynamic Tab Enabled Work Areas

In dynamic tab enabled workspaces, including Workspace and the Service Request and Work Order work areas, you can open recent items using local navigation. When you open a recent item such as Accounts or Contacts from one of these pages, the object's record opens as an additional dynamic tab on that page. Recent items no longer navigate to the object's list page or open in a dialog box. You won't lose the display of existing records that are already open in dynamic tabs.