September 2024

Airdrop Platform

Fixed a bug that prevented the deletion of an Airdrop import if a tag created by the Airdrop was deleted.
Airdrop-created tickets now have the Source Channel field set to Airdrop. Previously, the Source Channel field for Airdropped tickets was empty.

document icon For more information about Airdrop Platform, refer to the following article: Airdrop

Airdrop Salesforce Service Cloud

Salesforce Airdrop now supports lookup fields. These fields appear as reference fields to accounts or users in DevRev items.

document icon For more information about Airdrop Salesforce Service Cloud, refer to the following article: Salesforce Airdrop

Customization

The MFZ on Schema Fragments enhancement includes the following updates:

Restricted schema fragment creation and updates via MFZ to admins and system users only.
Added the ability to create new roles that grant the privilege of creating and updating schema fragments to other users.

document icon For more information about Customization, refer to the following article: Object customization

Knowledge Base Management

The inline table in DevRev's knowledge base has been updated with two key changes:
- Text formatting can be applied to table cells. Selecting any cell will display a bubble menu with formatting options.
- Text inside the table will wrap to the column width, preventing overflow and eliminating the need for horizontal scrolling to view content.
Collections (Article Categories) in the Knowledge Base can now be filtered at the collection level to include sub-collections. This enhancement ensures users have complete visibility of articles both at the collection level and within sub-collections.
- To view articles within a category independently of sub-collections, keep the Include subcollections toggle turned off.
- To see articles at the collection level, including those within sub-collections, turn the Include subcollections toggle on.
The DevRev knowledge base now allows users to restore unsaved content during article creation or editing. If a user navigates away without saving, the content is stored in local storage, and the user can choose to restore or discard it.

document icon For more information about Knowledge Base Management, refer to the following article: Knowledge Base

Mobility

The new enhancements are as follows:

Added support for editing item title and description.
Enabled editing messages.
Supported mentions and object references in item creation description.
Added sharing options for parts and accounts on details.
Enabled adding emojis in chat input and updated emoji search design.
Merged consecutive messages into one.
Reduced load time for the record details screen.

document icon For more information about Mobility, refer to the following article: Accessing DevRev

PLuG

To enhance security, only Admins are now authorized to modify PLuG and Portal settings. This change protects your account from unauthorized modifications. No action is needed if you are an Admin.

document icon For more information about PLuG, refer to the following article: PLuG

The left navigation has been redesigned, with sections for Work, Product, Customer, and People, and a new Explore page for managing and customizing views. Users can now personalize navigation with pinned views and access recent views automatically.

Support Manager Experience

The following stock dashboard themes enhance the platform's analytics capabilities, providing critical insights for optimizing ticket and conversation management, ensuring SLA compliance, and improving team performance.

Ticket and Conversation Insights

The dashboards offer comprehensive insights into ticket and conversation management, enhancing the team's ability to monitor, analyze, and optimize processes for improved service delivery and customer satisfaction.

Ticket and Conversation SLA Analytics

These dashboards provide widgets for real-time SLA tracking and analysis, ensuring service commitments are met and enabling data-driven decisions to enhance customer satisfaction.

Ticket and Conversation - Team Performance

These dashboards provide key metrics and insights for the entire team, promoting efficient customer service. The user-friendly interface enables managers and team members to track performance and identify improvement areas easily.

document icon For more information about Support Manager Experience, refer to the following article: Support analytics