We are thrilled to announce the newest addition to the OvationCXM platform – the HubSpot Connector! This powerful integration bridges the gap between HubSpot’s CRM and OvationCXM, creating a seamless workflow for teams to deliver exceptional customer experiences.

Key Features of the HubSpot Connector:

    1. Sync Customers, Contacts and Cases Effortlessly

Automatically sync customer information and interactions between HubSpot and OvationCXM. This ensures your team has a unified view of customer data in real-time, eliminating the hassle of manual data entry and improving data accuracy.

    2. Automated Case Creation

Convert HubSpot activities, such as form submissions or ticket updates, directly into Cases in OvationCXM. Streamline your team’s workflow and ensure that no customer request or inquiry falls through the cracks.

    3. Custom Field Mapping

Use our intuitive field mapping to align custom fields between HubSpot and OvationCXM. Map properties like deal stages, ticket statuses, and more to match your unique business processes.

    4. Real-Time Updates Across Platforms

Any updates in HubSpot—whether a contact is modified, a ticket is updated, or a deal closes—are instantly reflected in OvationCXM. Keep your teams aligned and your data always up-to-date.

Ready to Get Started?

If you’re interested in leveraging the HubSpot Connector to enhance your customer experience workflows, reach out to your account manager today for early access.

Questions about setup? Our support team is ready to assist you every step of the way. Let’s take your customer experience to the next level with OvationCXM and HubSpot working together seamlessly!

We are excited to announce the latest addition to our OvationCXM platform - the Jira Service Cloud connector. This new feature aims to enhance the customer service experience by seamlessly integrating the powerful capabilities of Jira Service Cloud with the robust customer experience management platform of OvationCXM.

As a leading provider of customer experience solutions, we understand the importance of streamlining processes and providing efficient solutions for our clients. That's why we have developed this new connector to make the transition from Jira to OvationCXM smoother and more efficient for our users.

So, what exactly does the Jira Service Cloud connector offer? Let's dive into its key features:

1. Move Tickets from Jira to OvationCXM:

With this new connector, you can easily move tickets from Jira to OvationCXM Cases automatically. This eliminates the need for manual data entry and ensures that all customer interactions are seamlessly captured in one centralized platform. The connector makes sure the data is updated with every interaction. 

2. Auto Match to a Customer:

One of the most time-consuming tasks in customer service is manually matching customer information with their respective cases. With the Jira Service Cloud connector, this process is automated based on your unique IDs, saving you valuable time and effort.

3. Picklist mapping

Use our picklist mapper to map the complicated picklists between the two platforms, including status or resolution codes. 

Interested in using the new Jira Connector, reach out to your account manager today to get access. If you have any questions about how to setup a connector, please don't hesitate to reach out to our support team who will be happy to help.

Release Date: 08/06/24: 

CX Manager

• We improved the processing performance of our email IMAP integrations.
• We moved our core application to new load balancers to enhance performance and resiliancy.
• We fixed a bug that was causing the names on some dialog modals were being cut off.
• We fixed an issue where the list of files in the Case panel of the CX Manager screen did not properly scroll when the files went past the bottom of the screen.
• We fixed an issue where email history in certain email clients was displaying ‘Boomtown’ instead of the customer’s name when showing who wrote the previous emails.

Knowledge

• We fixed an issue where Articles were sometimes not rendering inside the Solutions panel on the CX Manager screen due to increased security restrictions. All Articles will now properly load in the Solutions panel.
• We fixed an alignment issue on the search results page in the extenral knowledge libraries.

Journeys

We launched our new journey builder that introduces a new canvas for more flexible and dynamic journeys. You can read the full release notes here.

Connectors

We released an updated Salesforce Managed Package with improved permission sets and improved load times. You can read the full release notes here.

Virtual Assistants

We improved the performance of training large virtual assistants.

Reporting & Dashboards

We fixed a bug where the value in the MID field in Reports was not showing for the latest Case on each Location.

Admin & Settings

We improved the load performance of the Teams page in settings as well as loading any object that relates to Teams (e.g. a Location or a Case).

Security

We improved security on hosted screens (such as forms) with enhanced content security policies.

We are excited to announce the latest release of our OvationCXM Salesforce Application v2.5, packed with new features and improvements.

We are pleased to share with you some of the key updates included in this release:

Fixed Issues:

• Resolved a bug where workflow rules were throwing a validation error when a read-only field was mapped from OvationCXM to Salesforce.
• Fixed an issue with data matching using OvationCXM’s external ID field.
• Corrected a bug where admins did not have permission for all configuration tabs when the package was installed only for administrators.
• Addressed a problem where users with admin permission sets were unable to delete workflow rules and log errors.

New Features and Improvements:

• Added a new minimal user permission set with permissions within Account, Contact, and Case objects.
• Renamed OvationCXM Permission sets within Salesforce to represent the associated package name.
• Improved page load times for the package configuration and settings.
• Enhanced load times for the picklist mapper.
• Added APEX class permissions to the respective permission sets.
• User experience updates for the package administrator.

You can update the package from AppExchange to take advantage of these new features and improvements.

We are excited to announce the addition of a new activity type in our Journeys product: API Activity.

This powerful new feature significantly enhances the functionality and flexibility of the Journey builder. Users can now seamlessly integrate external APIs into their journey flows, enabling the automation of data transfers and actions between OvationCXM and third-party systems directly from Journey Timelines. This integration ensures smoother operations, reduces manual intervention, and ultimately leads to faster and more efficient customer service.

Sample Flow:

1. Creating an API Endpoint with API Library

2. Adding the API Endpoint as API Activity on Journey Builder

3. Journey Timeline Progressing with API Activity on a Case

Key Features:

• Integration with API Library: API endpoints created from the API library are now available as activities within the Journey builder. This allows users to seamlessly incorporate API calls into their journey flows and enables them to send data from OvationCXM to any third-party system. This feature supports various business processes by automating data updates and actions without requiring agents to log into external systems.
• Configuration and Customization: Users can choose from various Cases, Customer, Contacts, and Locations data fields to map as part of the data payload sent through the API endpoints. These fields are automatically populated from the data retrieved from the Case to which these Journeys are attached for a customer.
• Automated Journey Progression: The Journey automatically progresses once the API activity is completed. This ensures a smooth and efficient workflow, enhancing the overall experience for both internal agents and customers.

Use-Case Examples:

• Automatically provision a customer account when they sign the necessary forms.
• Directly send required customer data to a KYC platform for validation.
• Keep your internal systems in sync with the latest customer information.
• Update your pipeline in Hubspot for sales team visibility when the onboarding is complete.
• Trigger an AdobeSign document to be sent to the customer as part of their sales or activation journeys.
• Trigger an email campaign on Marketo as part of your marketing outreach.
• Create and send shipping labels for a product that needs to be delivered.
• Schedule a training session via Calendly as part of your go-live activation.
• And many more..

These use cases illustrate the versatility and power of the API Activity feature, enabling seamless automation and integration across various platforms and workflows.

Benefits:

• Increased Efficiency: Agents no longer need to log into third-party systems to update data or trigger actions. API Activity handles these tasks automatically, saving time and reducing the potential for errors.
• Improved Customer Experience: By automating data transfers and actions, customers receive quicker and more accurate service, leading to higher satisfaction levels.
• Enhanced Business Value: Organizations can streamline their operations and ensure that all necessary data updates and actions are performed consistently and accurately through automated workflows.

We believe that the API Activity will significantly enhance your workflow capabilities and improve the overall efficiency of your processes. As always, we are committed to providing you with the best tools to support your business needs.

Roll Out Plan:

The following feature is part of our New Journeys Suite. We are rolling out the new Journeys product in waves, and if you would like to get early access, please let us know by emailing product@ovationcxm.com.

Thank you for choosing OvationCXM!

Release Date: 04/08/24: 

CX Manager

Cases

• We improved the performance of creating new Cases and editing existing Cases.
• This release improves the visual consistency and clarity of chip displays across various components of the Customers and Cases pages. When viewing the Details tab of a Case, the Product chips now match the green shade used on Case Cards and in Knowledge, while Tag chips adopt the familiar blue color from those pages. Other chips maintain a uniform grey styling aligned with Knowledge. Crucially, chips in view states no longer include the "X" button, reserving that functionality for edit modes. Conversely, when editing a Case, all chips retain their designated colors (green for Products, blue for Tags, grey for others) and display the "X" button for removal. This update extends to Location details within Cases, ensuring Team chips follow the same grey styling without "X" buttons in view mode. These enhancements provide a cohesive and intuitive experience when interacting with case and location information.
• We fixed a bug related to the display of Collaborating Teams and Collaborating Users chips in the Case view state. Previously, these chips incorrectly showed an "X" button, which could be confusing or misleading when not actively editing the Case. With this update, the bug has been resolved by removing the "X" button from the Collaborating Teams and Collaborating Users chips when in the Case view state, reserving its functionality for the edit state only. Additionally, a consistent grey styling has been applied to these chips, aligning with the visual treatment of other Team and User-related chips across the application. This bug fix ensures a clear and intuitive user experience when viewing Case details.
• We added "BaaS" (Banking as a Service) to our Product categories.

Communications

• We continued to improve the logic for matching inbound email, phone, and SMS cases. You can find the full matching logic in this Article.
• We fixed an issue with the saved pdf communication transcripts on resolved cases where the customer’s name was showing as ‘Boomtown’ instead of the name of the Contact. The proper name will now show on the saved transcripts.
• We improved the performance of our email inbox integrations when processing emails with large file attachments.

Knowledge

• This release enhances keyboard accessibility and operability for various input fields across the Knowledge Home and Knowledge Edit pages. The remove chip buttons for Tags, Products, Shared With entities, Labels, Restrict Team access, and Share With Organizations have been relocated outside of the input fields, ensuring compliance with WCAG 2.1.1. Users can now seamlessly navigate to and interact with these chips using keyboard controls. Additionally, the ability to remove Team, Organization, Customer Segment, Product, Tag, and Search Term chips via keyboard has been implemented. This improvement ensures all interactive elements are accessible and operable solely through keyboard navigation, providing an inclusive experience for all users.
• This release further enhances the accessibility of interactive elements throughout Knowledge Home by standardizing announcements for screen readers and other assistive technologies. Clear buttons in filters now convey their associated actions. The Page field at the bottom of the list is accessible via keyboard with proper announcements. On the Templates page, the clear button in the search bar, column headers, and row actions are all properly announced. When modals open, the auto-focused close button correctly states its purpose. The buttons within modals like Clone, Archive, and Delete are accurately labeled for clear communication. These improvements ensure users can effectively perceive the available interface components and interactions through auditory cues, aligning with WCAG 2.0 guidelines around providing programmatically determinable names, roles, and values. The consistent and descriptive announcements create a more inclusive experience across all user workflows.
• This release improves the focus order and styling of focused elements on the Knowledge Edit page for an enhanced user experience. The focus state visibility issues with the Primary buttons (Edit, Restore, Save, etc.) and the Publish button have been resolved. Users can now clearly distinguish the focused element, as the focus state is no longer obscured or cut off at the top and bottom. This fix ensures a logical focus order and consistent styling across interactive components, adhering to the Web Content Accessibility Guidelines (WCAG) 2.4.3 for better accessibility and usability.
• This release resolves a focus trap issue in the Knowledge Edit page's Related Articles section when tabbing through elements in edit state with multiple manually added articles. Previously, users could get trapped within the clear buttons, unable to navigate further via keyboard. The fix ensures seamless tabbing throughout the page, adhering to WCAG 2.0 accessibility guidelines. Key improvements include setting the next focus after clear buttons to the "Search for Articles" dropdown, and the previous focus on Shift+Tab to the "Auto Generate" switch, allowing full keyboard accessibility compliance.
• We fixed an issue where Messenger was not always showing on external knowledge sites when configured from the Knowledge Settings screen.

APIs & Connectors

APIs

We added the getBy endpoints to the Product object. This allows organizations to lookup customers from unique IDs that live on the related Products that the customer users.

Connectors

• We added a new event when a Case is deleted. This will allow 3rd party connectors (e.g. Salesforce) to map and update the Case Status field when a Case is deleted in CXMEngine. Previously, a Case would fail to show it was deleted and would require manual intervention to close it out in the 3rd party system.
• We updated our Microsoft Dynamics connector to use the getBy endpoints. This allows more flexible customer matching options when syncing data to OvationCXM from Microsoft Dynamics.

Security

We continued to improve the security of the platform against cross-site scripting (XSS).

Release Date: 03/8/24: 

CX Manager

Cases

• We fixed a bug where the Categories field on a Case was not displaying any options after a Case was set to Waiting. Now when a Case is set to Waiting, the Category field will populate with all available options when you edit the Case.
• We fixed a bug where inaccurate Location information was loading in column 1 when creating a new case. If you create a new Case and select a Location to create the Case under, that Location’s information will properly load in column 1. 
• We fixed an issue where users that had the Edit All Cases Permission were receiving an error when accessing a Case that was not related to a Team the user was on. Now when a user has the Edit All Cases Permission, they will no longer receive an error access a Case owned by a Team they are not on.

Communications

• We fixed an issue where an inbound email would periodically update the Customer Name to the From email address when the email matched to an existing email address in an Organization’s data. Inbound emails will no longer update the Customer Name for any existing customers.
• We updated our inbound email restrictions to allow emails to create Cases when they have an Auto-Submitted: Auto-Generated header included. Previously we ignored these emails from creating cases to help prevent potential spam.
• We fixed an issue where inbound emails from existing customers were not always matching to the correct Customers, Locations, and Contacts. Note that if you have more than one instance of the same email address in your Contact list, it will not automatically match to the correct customer.
• We improved the customer matching logic for inbound phone calls to more accurately match to the correct Location when the phone number on the Location matches.
• We improved the customer matching logic for inbound SMS messages to ensure that an inbound SMS message from a customer attaches to the correct Customer, Location, and Contact when the relevant data is available in an Organization's CXMEngine instance.

Knowledge

• We addressed an ADA compliance issue in Knowledge by making sure all elements have a unique descriptive label.
• We improved the ADA compliance of the Knowledge home screen and article editor by making sure all buttons are accessible and operable by keyboard. 
• We made sure that all elements on the Knowledge home page had appropriate focus state styling and that the focus order was appropriate for ADA compliance. 

Integrations & APIs

• We added new 'getBy' endpoints to all core object APIs to enable users to lookup any record by custom field data. This will add additional flexibility to the inbound customer and case matching workflows and allow organizations to use custom fields (where field type = identifier) in addition to the External ID and MID fields.

Security

• We implemented a re-scan process for files that did not successfully complete virus scans on initial load.
• We improved security related to CORS header reflection.

Today we are excited to announce a new feature in OvationCXM – the ability to embed an app into your customer experience platform. This new capability allows you to access sensitive data via an API without actually storing it within the platform itself.

Using this feature, you can get customer banking data, for example, without ever leaving OvationCXM. This means that you can now get the data you need to make better decisions, without compromising the security of your data. With this powerful new feature, you can quickly and easily access the data from an external API and display it alongside your case data in the solutions panel. 

Key Features

• Connect with an external API. 
• Set up your data mappings with a data grid view.
• Use your Embedded data alongside your customer and case data. 

Roll-out Plan

The Embedded Apps product is currently in beta, allowing data embedding in the cases screen in a grid view. Reach out to your account manager today to get early access. If you have any questions about how to use the feature, please don't hesitate to reach out to our support team who will be happy to help.

Release Date: 12/12/23: 

CX Manager

Cases

• We updated the sort order of Cases when a user clicks the View All button on the Case section of the Customer panel in a Case. Cases will now be sorted by created date with the newest created Cases at the top of the list.
• We improved the UI so the Location Block Card information (configured in Settings) is always displayed in the Customer panel of the Cases screen.
• We fixed a bug where setting the Category field to Required to Resolve in a Case Layout was not working properly. If you set the Category field to Required to Resolve, you will not be able to resolve a Case if that field is left blank.
• We fixed a bug where searching in the Cases search bar was returning no results when searching from a screen that has a Group By filter applied. You can now search from any Cases View and get search results returned.
• We fixed an issue where the last activity was not showing on all Case Cards in a Case list.

Communications

• We fixed a bug where SMS messages were able to be sent out from certain Organizations even if an SMS integration was not enabled. If your organization does not have an SMS channel enabled, you will no longer be able to add an SMS channel to a Case.
• We removed the automated bot messages in chats (for Support Cases) that users were not able to control.
• We improve the performance of loading chat messages in the communications panel

Knowledge

• We fixed a bug where some of the modals in the article editor were being cut off. All models will now appear centrally in the editor window so all information and actions are accessible. 
• We improved the focus states of accordions and the headers in the “What’s in this article?” section when viewing an external Article. The focus state is now visible around the entire element. We also removed the focus state from text written using the Code format.

Journeys

• We added relative due dates to Tasks on a Journey to allow teams to have more control over the speed of progression of a Journey. The due date of the Task is set relative to when the Task is created. 
• We created a Journey Summary component that visually summarizes where the Journey is in the overall process.
  
• We fixed an issue where the latest published revision of a Journey was not always visible on the Case Timeline view.
• We fixed an issue where the unsaved changes prompt in the Journey Builder was showing when no changes were being made.
• We fixed an issue in the Journey Builder that prevented more than 20 teams from showing in the Owner Team picklist when configuring a Task. You can now assign a Task from a Journey to any Team in your Organization.

APIs

We updated the /lookupByExternalId endpoints to use the context Organization and not the authenticated Organization. This enables Service Provider Organizations to match and update customer data on behalf of their partner organizations when granted proper access.

Security

We resolved several routine security vulnerabilities.

Release Date: 11/21/23 

CX Manager

• We fixed a bug where editing a custom View in Cases was displaying the incorrect settings for which Teams could access the View. You will now see the restricted Team access when editing a Shared View.
• We fixed a bug where incorrect data was being displayed in the View Name field when you created a new custom view on the Cases list page. 
• We fixed a bug where the ID of a Product (instead of the name) was being displayed if you added a custom Product type field to the Location Block Card. When you add that field now, the Product Name will be displayed. 
• We fixed a bug where an automated Event in the Event Timeline on a Case would sometimes show the incorrect name.
• Fixed an issue where clicking on a phone tile would update the URL but not always route you to the Case as expected.
• Fixed an issue where deleted Knowledge Articles were showing in search results from Global Search. 
• We improved the overall load times of the application by caching certain library files. 
• We improved the performance of the Events tab in a Case by decreasing the DOM node count.
• We improved the load time of the Cases list page by improving the way the page loads.
• We continued to improve the performance of chat tiles and notifications for new chat messages.

Knowledge

• We updated the way the options under the “What’s in this article?” section are highlighted when viewing an article in the external library. Any options that are visible on the screen will now be highlighted with a vertical line and a different colored text. Clicking on an option and scrolling will change what is highlighted based on its visibility on the page.
• We fixed a bug where some Labels had an incorrect count next to them on the Knowledge Home page. The count should now reflect an accurate number of Articles added to the Label.
• We fixed a bug where Users were being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just being routed directly back to the login screen.
• We fixed a bug where you were not able to tab to accordions in certain Articles. 

Journeys

• Updated Journeys Permissions to tie into the new Journeys product as well as continue to work for the existing Journeys.
• Added pagination to the Journeys list screen.
• Updated the styling of the Journey Timeline, which includes new icons, typography, spacing, and the updated layout for Tasks that are part of a Journey.
• We improved the loading process for the Journey Builder to be faster and more reliable.

Connectors & APIs

We added our OBO (On Behalf Of) heads to our Microsoft Dynamics Connector to enable ecosystem partners to more easily collaborate on shared customer profiles.

Reporting & Dashboards

• We launched Task Analytics with pre-built and customizable dashboards for insights into Task metrics and trends. You can read about the update in a separate release post.
• We added the functionality in Reports to display Source URL data as part of Case Reports.
• We fixed a bug that was preventing all custom fields from displaying as columns in Reports.