Release Notes for 05/02/2017 (61)
Admin & Navigator: Have Full SeeSupport Usability With or Without Remote Access
- SeeSupport: Advanced Annotations
- All Tabs: Support for Multiple Log-Ins
- Salesforce Service Cloud Integration: Session Closes Automatically when Case Closed
- Salesforce Service Cloud Integration: Primary User Settings Now Based on User Profile
- Designer: No Character Limit for Category Names
- Data Export: General Improvements to Data Export
Admin & Navigator: Full SeeSupport Usability With or Without Remote Access
Admin Users now have the choice to enable or disable remote control access for their Agents while still giving them access to SeeSupport. This new setting allows Agents to have visual access to the issue for accurate assistance in problem resolution, without the need to actively change any settings on the Consumer's behalf. You can find the new setting in Admin>Settings>Configurations, (which shows up once Remote Control is turned OFF).
SeeSupport: Advanced Annotations
SeeSupport now has advanced annotation options for easier communication when marking pictures and paused video. Agents can now use preset tools to draw arrows and ovals, in addition to the color, line thickness, and freehand options already available.
All Tabs: Support for Multiple Log-Ins
Users with multiple roles now have the ability to log in to Support.com Cloud multiple times. For example, a User can now log in as an Agent in SeeSupport as well as log in to the Cloud to access Designer or Admin features if they have those roles. This makes it easier for those Users to utilize their different roles.
Salesforce Service Cloud Integration: Automatic Session Close on Case Close
In the Salesforce Service Cloud Integration, when a Salesforce User closes a case, the system now automatically closes the Support.com Cloud session.
Salesforce Service Cloud Integration: User Settings Now Based on User Profile
For the Salesforce Service Cloud Integration, Primary User Settings are now based on the user's profile instead of on their role. This change streamlines the process of setting up new Users and reduces the amount of manual changes that need to be made.
Designer: No Character Limit for Category Names
There is now no character limit for Category names.
Data Export: General Improvements
Various improvements to refine usability of the Data Export have been implemented.