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25.0.11
Yokohama, Xanadu, Washington DC, Vancouver Patch 4, Vancouver
CSM Configurable Workspace is a user interface that provides agents with the tools they need to answer customer questions and resolve customer issues. The Workspace UI is built to improve agent efficiency and facilitate resolutions.
- Installing and configuring the Recommend Actions plugin now allows for quick 1-click attachment of knowledge articles to emails, chats, and work notes.
- Introduction of the Voice interaction record page for native integration of third-party CCaaS with a new UI for wrap-up in a modeless dialog.
- Introduction of Information session tabs that provide more contextual information on how much time as passed since the last chat with customer and how many messages have been sent from the customer.
- Customer History as a modular component that includes search and filter functionalities.
- Improved performance in page and component load times.
- Adjustable chat panel width.
- Platform enhancements including improved form templates with favoriting.
Fixed the issue where the Case Summarization card does not show on the first load of a record page.
Required plugin:
- Customer Service Management (com.sn_customerservice)
Optional plugin:
- Install the latest Now Assist for Customer Service Management (CSM) plugin (sn_csm_gen_ai) to access the Now Assist features.