Published Release Notes

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.

Simple associations for quickly joining classes

Associations now have a simple mode. Use a simple association to quickly and easily join a class to another class. The simple association defines a left join, using a foreign key in the source class and the class key in the target class. Use an advanced association for all other conditions. In addition, simple associations are drawn in the Visual data model reporting mode to visualize the relationships that are available for reporting.

Upgrade impact

The new simple mode draws a map of where all the classes defined in the application rule are drawn as nodes. Relationships between the nodes that are defined by relevant properties are drawn as lines linking the two classes. This feature only includes Case and Data classes that are defined on the Application rule form's Cases and Data tab. It also only includes relevant fields for those classes in order to define the relationships from one class to another.

What steps are required to update the application to be compatible with this change?

After a successful upgrade, add the data and case type classes to the application rule in Dev Studio to have the selected classes appear as a node. In addition, if you want a relationship to display as relevant, set the properties (of the class that defines that relationship) as relevant.

For more information, see Exploring the data model.

Association changes after upgrade

Associations now have a simple mode. Simple associations are those that join to only one class, use a left join, and have one filter condition to a class key in the target class. Existing associations that define a simple foreign key relationship are upgraded to simple associations when opened; all others are treated as advanced associations. All associations continue to work in reporting.

Making an association simple changes only one piece of metadata; all other data on the association rule is not affected.

Upgrade impact

The new simple mode draws a map of where all the classes defined in the application rule are drawn as nodes. Relationships between the nodes that are defined by relevant properties are drawn as lines linking the two classes. This feature only includes Case and Data classes that are defined on the Application rule form's Cases and Data tab. It also only includes relevant fields for those classes in order to define the relationships from one class to another. 

What steps are required to update the application to be compatible with this change?

After a successful upgrade, add the data and case type classes to the application rule in Dev Studio to have the selected classes appear as a node. In addition, if you want a relationship to display as relevant, set the properties (of the class that defines that relationship) as relevant.

For more information, see Associations.

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.

Case-insensitive filtering in reports

Filtering in reports is now case-insensitive, improving the reporting and searching experience. You can turn off case-insensitive filtering, for example, by using an activity. You might want to do this if your index is too big or if the length of time it takes for indexing impacts performance.

For more information on report filtering, see Editing filter conditions.

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.

Create and assign tasks in Pulse

You can now create and assign tasks in Pulse for case work that needs to be completed within a specific time frame. For example, you can assign a task to yourself as a reminder to upload proof of address documents to a Car Loans case by the end of the day.

For more information, see Creating a task in Pulse, Enabling users to post messages in the activity feed.