What's New from SupportLogic

Most Recent Articles Published

• Make Case Updates as the Platform User Setting in SupportLogic
• Case Count Logic for Different Charts and How to Interpret
• Role-Based User Management in SupportLogic
• Salesforce iFrame Plugin Instructions for Latest Version 2.3
• Step-by-Step Guide to Create Roles in SupportLogic
• Understanding Metrics Bucketing and Avoiding Bucket Misclassification
• When Do We See "About to Miss Resolution Time SLA" Warning?

December Release Notes

New Features

• Assist

  • Drive faster resolutions with Resolve Assist

  • Generate accurate, context-aware replies with Response Assist

Changes/Updates

• Core SX

  • Redesigned KPI Metrics Page

  • Enhanced Frustration and Urgency Signals

• Expand

  • Fine-tune Account Health Scores

SupportLogic Data Cloud: Access your data
The First Data Cloud for Post-Sales CX Observability

1. 360-degree view of your customer's data.

2. Ability to utilize all SupportLogic data in a business intelligence tool, creating dashboards to be utilized throughout the organization.

3. Combine raw data, sentiment score, and escalation predictions with other data to get a true view of the customer journey.

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AgentSX / widgets - Your Personal View
Engage with confidence using Generative AI-based responses

1. Provide the agent/TAM desktop with information on one unified screen for better adoption.

2. Provide Account Health score beyond support for CSM, Account Managers, and Sales to better understand the health of their customer.

Summarization - keep it short and to the point

Receive context and troubleshoot quickly using Generative AI

1. Save minutes per case by getting to the point of the matter. 

2. Provide the most important information for anyone who needs to view the case. 

Translation - Open up the world

Empower agents to support customers across any language

1. Any Agent/TAM can address any customer worldwide.

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ElevateSX - Quality Assurance with Coaching 

Stop collecting performance insights from only a fraction of case volume and start analyzing every chat, email, and voice conversation for quality

1. Voice of the Agent / TAM

2. ML Models designed for complex interactions on B2B use cases.

3. Utilizing AI for AutoQA saves you hundreds of hours per month with overall better efficiencies and improved productivity.