New Features

Hybrid Search for Recommended Actions: Recommended Actions now use Hybrid Search, combining keyword and semantic matching to surface more relevant KB articles. Agents spend less time searching and more time resolving issues.
Form Template Enhancements: Form templates now support advanced features like field‑level conditions, variable pickers, and email integration. New v2 templates work seamlessly in workspaces while maintaining Core UI compatibility.
Knowledge Article Advanced Editor and AI: The new Knowledge Article Advanced Editor allows users to visually create KBs with drag-and-drop ability to add images, columns, sections. Authors gain access to advanced capabilities like Now Assist prompts and Article Optimization everywhere.
ITSM–CSM Page Interoperability (Case, Incident, Change): ITSM Case, Incident, and Change pages can now be consumed inside the CSM workspace, reducing agent confusion and context switching. These pages are off by default, giving admins full control over when and how to enable them.
AI‑Powered Wrap Up Experience: Wrap‑up fields can now be auto‑populated using AI, clearly marked with visual indicators and banners for transparency. Agents can review AI‑generated notes and recommended wrap‑up codes before submission.
Multiple Dashboards and Lists in Primary Tabs: Agents can now open multiple dashboards and lists in separate workspace primary tabs instead of replacing the current view. This enables faster context switching and aligns workspace behavior with Core UI browser‑tab workflows.
Modeless Attachment Preview: Attachments now open in a modeless preview, letting agents view files without losing context on the underlying case or interaction. A carousel enables quick navigation across multiple attachments, with responsive behavior on mobile.
Front-line Case - Create Actions as Modeless Dialogs: Create actions on the Front-line case page are grouped under a single Create button and open in modeless dialogs instead of sub‑tabs. This keeps agents in context while supporting cascading, minimization, and consistent layouts.
Editable Record Page Headers: Agents can now edit record headers directly without scrolling to the short description field. Changes save immediately, respect role permissions, and clearly indicate unsaved states with validation and visual cues.
Collaborate (via integrations on MS Teams, Zoom, Slack) as a Static CSP Tab: Collaborate is now available as a static tab in the CSP menu when supported integrations exist. Admins control visibility via roles, while Teams and Zoom integrations continue to work as expected.
Enhanced Lookup on Email‑as‑an‑Interaction (EAAI): The EAAI page now includes a new Lookup component with Contact and Consumer cards, replacing the legacy Lookup & Verify flow. This streamlines identification and improves agent productivity.
Front-line Case - Bottom Utility Panel: A new Bottom Utility Panel provides contextual action buttons and modeless dialog placeholders that stay visible during case work. Agents can minimize, restore, or close dialogs without losing focus.
Revamped Email‑as‑an‑Interaction UI: The EAAI page now features a bottom email composer, reversed activity stream, and optimized action layout. Drafts are created only on user input, improving performance and reducing noise.
Improved Modeless Dialog Management: Modeless dialogs now support animated minimization and cascading layouts to avoid overlap. This makes managing multiple open dialogs clearer and more predictable.
Auto‑Dismissible Alerts: Most alerts now auto‑dismiss after a configurable timeout, reducing visual noise while keeping Critical and High alerts persistent. Users can still dismiss alerts manually at any time.
Visual Dirty‑State Indicators for Forms: Unsaved form changes are now highlighted with background color and dot indicators, making edits easy to spot. This opt‑in feature reduces errors and improves confidence during case handling.
Modernized Compose Experience (All Channels): The compose area is now anchored at the bottom of the record with auto‑expand, minimal styling, and rich‑text editing by default. Channel‑aware defaults ensure agents reply in the correct medium with fewer clicks.
Faster Chat Acceptance Performance: Chat acceptance times are reduced across regions, with measurable improvements in Zurich and further optimizations targeting Australia. Agents see faster chat readiness in both the Utility panel and Centered Chat experience.
Increased Configurable Workspace Tabs (10 → 20): The number of configurable workspace tabs has increased from 10 to 20, with background caching for faster navigation.