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).