Release Notes - December 2024

Intro

December 2024 - Streamlined Case Resolutions and Enhanced Customer Response Tools
As the year winds down, we're excited to bring you a focused set of updates designed to make case resolutions faster and customer communications more impactful. Here's what you can look forward to:

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

Thanks
The SupportLogic Team

New Features

Assist

Resolve Cases Faster with the New Assist Tools

Save time and improve resolution accuracy with AI-powered insights right in your CRM. Available as part of the Salesforce Plugin or in the reusable widget library for any CRM.

Resolve Assist widget gives a Case Summary, Knowledge Summary, and recommended solutions or troubleshooting steps to help resolve cases quickly and accurately.

• Case Summary: Understand the issue, status, and next steps instantly, whether you're taking on a new case or following up on an ongoing one.
  Case Summary
  
  
• Knowledge Summary: Access relevant solutions, troubleshooting tips, and insights derived from similar cases and internal sources, evolving as the case progresses.
  Knowledge Summary with Referenced Knowledge Sources 
  
  
• Recommended Knowledge Sources: Explore detailed recommendations, filtered by source types like JIRA, Confluence, or CRM, for deeper research.
  Top Recommended Knowledge Sources

With Response Assist agents can create polished, contextual replies effortlessly. Use the draft responses as a starting point, or post the response directly to the case from the CRM widget.

• Generate draft responses based on case summaries and knowledge recommendations.
• Fine-tune the response with tools for grammar, translation, and tone adjustment.
• Post responses directly as case comments to trigger emails for seamless customer communication.
  
  
  Response Assist with the draft response and rich text editor 
  
  
  Response Assist with draft response and translation support

Changes/Updates

Core SX

Smarter UI, Better Insights

Navigate more intuitively and make data-driven decisions with improved analytics and signal detection.

List of cases component

• Redesigned KPI Metrics Page: Enjoy a refreshed, cohesive design for easier tracking of key performance indicators and case lists.
• Enhanced Frustration and Urgency Signals:
  • Frustration Signal: Improved precision (+11%) and recall (+7%) mean more accurate detection of customer pain points. Catch this critical signal more often (+50%).
  • Urgency Signal: Advanced neural network modeling increases precision to 97% and recall to 82%, ensuring quicker identification of high-priority issues.

Expand

Fine-tuning for Account Health Scores

Shape your account health metrics to reflect your needs better.

• Now, you can provide explicit feedback on the factors impacting your Account Health Score. This input will help refine our models for more personalized and actionable results.
  
  

We’re grateful for your continued support and can’t wait to show you what’s in store for 2025. Wishing you a joyous holiday season and a Happy New Year!

The SupportLogic Team