Published Release Notes

Customized application overview documents in App Studio

Keep stakeholders notified of the status of an application by customizing and generating an application overview document in App Studio. The overview may include information such as case types, roles, features in your application, and more. Select the chapters that you want to include in the overview, and then highlight the most relevant information by ordering the chapters. In addition to the application overview document, you can generate a detailed data model, either in Microsoft Word or Excel format.

For more information, see Creating project documents for stakeholders in App Studio, Exporting a data model into a document.

New send email automations and enhancements

You can now configure cases, flows, and activities to compose and send guardrail-compliant emails that conform to the MIME standard by using email automations. Use the new Call-Automation method to call an automation from an activity without writing Java.

You can also now categorize error messages in automations to quickly understand the type of error that occurred. In addition, page list data types are now supported for inputs and outputs in automations.

For more information, see Calling an automation from an activity and Viewing automations.

Business logic-based routing to process cases more efficiently

Process cases more efficiently by defining business logic-based routing options to route tasks to customer service representatives (CSRs) who have a specified availability or skillset. For example, you can ensure that a task is routed to a CSR with a high level of a German language if it is your business need. You can also create custom lists of operators and work queues to filter CSRs who can receive an assignment.

For more information, see Choosing an assignee at run time in Dev Studio, Choosing an assignee at run time in App Studio, Configuring business logic-based routing APIs.

Task board enhancements for improved tracking of tasks

App Studio and end-user portals, such as Case Manager, now provide an enhanced task board which helps you improve collaboration on task resolution. For example, you can create a checklist within a task, and then update the checklist to inform other users about the progress of the task. Attach content to a task to ensure that all users have the information that they need, and to make tasks more meaningful. Now you can also categorize tasks, and then filter them by category, to quickly access relevant information.

For more information, see Monitoring and tracking tasks in Dev Studio, Monitoring and tracking tasks in App Studio.

More efficient navigation between applications in App Studio

The new My Applications gadget helps you switch applications in App Studio more conveniently. You can also search applications by name instead of choosing an application from the list, and then select the access role that you want to use. In addition, you can see descriptions of your applications and create an application by going to the My Applications landing page. To use the My Applications gadget, ensure that you update the UI Kit to version 14.

For more information, see Adding the My Applications gadget, Switching between applications in App Studio.

Add subspaces within spaces

You can now create subspaces within spaces. By adding a subspace, you can collaborate on a subtopic that is related to the topic of the parent space. For example, you can create an Annual Day subspace within the Events space.

For more information, see Creating a subspace.

Support for sourcing case and Pulse attachments from repositories

You can now source case and Pulse attachments from repositories, which provides a complete solution for attachment management. In addition, unlike other external sourcing solutions, repositories do not require OAuth 2.0 authentication, so that you can connect to repositories that use non-interactive authentication.

For more information, see Configuring external sourcing options for attachments. 

Add varied content to a case with Recent content gadget

In an end user portal such as Case Manager, you can now add any type of file to your case by using a Recent content gadget. You can create documents by using a rich text editor, uploading existing files, or attaching URL addresses. Collaborate on all types of content with other members of your team by providing the necessary documents for your case.

For more information, see Adding content to a space (for App Studio), Adding content to a space (for Dev Studio).

Pin enhancements in spaces

Improve discussions in spaces and stimulate effective communication by using enhanced capabilities of pins. For example, you can search, filter, and like pins, or pin content of a space to another space.

For more information, see Pinning content to a space.

Improve clipboard performance for Service REST

Improve clipboard performance in Service REST processing by using the new Lightweight clipboard mode option. This mode does not support all clipboard features.

For a list of supported and unsupported features, see Service REST form - Completing the Service tab.