Release Date: 10/01/26:

CX Manager

Cases

Updated the workflows for required fields on cases for fields that are marked as 'Required to Save' in the Case Layout. Now when you click into a field and click it, it will visually show you with a red box that the field is required. If there is already a value in the field, it will prevent you from removing the value of that field.
We also added red asterisks next to all required fields (both Required to Save and Required to Resolve) to make it easier to quickly identify the required fields on a case.
Added the created date to the Case cards on the Global Search modal to make it easier to quickly reference the age of the case.
Fixed a bug where CC recipients were sometimes being dropped off email threads in specific scenarios

Added Created Date and Updated Date as filterable fields on the Task Views. Each have operators of equals, before, after, and between.

Fixed a bug with the Salesforce managed package integration where the case sync would sometimes throw an invalid_session_id error.

Updated the Engagement section of customer summaries to have an improved definition of why the selected engagement level was chosen.
Updated the Milestone section of customer summaries to better highlight the significant milestones of a customer lifecycle and aggregating common milestones to make the summaries easier to skim.
Updated the Cleanup action to add a $ symbol to numbers when the content is clearly about money and one is missing.
Improved the Next Reply action to more consistently reply from the appropriate party when generating the next reply.