Release Notes for 11/28/2016 (55)
Designer, Navigator: More seamless guidance with agent scripts that pull in external data
Chat: More flexible service options with chat hours of operation
Analytics: Activate enhanced insights with data export
SeeSupport: Easier customer connections to remote video support
Admin, Navigator: Faster service delivery with macro execution in Salesforce® Service Cloud® integration
Automatically populate an email draft to a customer, ready for editing, or implement changes to components of a customer case, like assigning tags.
Designer, Navigator: More seamless guidance with agent scripts that use session data
By displaying customer name and device data within the step itself, it's even simpler to provide a smooth customer experience. Your agent scripts within Guided Paths steps become more personalized by incorporating Dynamic Content – contextual session information within the script itself – proving to the customer that you know them and are ready to help.
Ex: "Hi {John}, I see you have {Version 2.0} of our software".
Chat: More flexible service options with chat hours of operation
For more control over the live customer support escalation process, as Admins, contact center operations managers can now set and update the hours of operation that agents are available via chat. To manage this feature, Admins can go to Admin>Settings>Chat>Hours of Operation.
Analytics: Activate enhanced insights with data export
Get even more actionable insights from Support.com Cloud Interaction Analytics by merging it with data from your backend systems, or even importing it into your existing analytics tools. Simply contact the Support.com team to activate this feature, and you'll be exporting data in no time from within the Admin UI.
SeeSupport: Easier customer connections to remote video support
By clicking the link an agent sends to their smartphone via SMS, customers can now not only go directly to the Support.com Cloud Connect app download, but also connect automatically to their remote video support session – no connection code required. To manage this feature for Android® and iOS®, Admins can go to Admin>Integration>Third Party Apps.
