Continuing our cadence of releases, the Ivory release made available this past June is followed by the most current release – “Jasmine.” This release adds significant improvements to both editions of Cloud Service Management™: the Service Desk and the Service Management Suite. The Jasmine release will be live in all production environments on August 12, 2017. To learn more about the Jasmine release view the video below and the following sections that list the main features and improvements.There is also detailed information on the Jasmine release in our documentation wiki.

Improved Knowledge Management:

We added the ability to format knowledge articles with Rich Text or HTML to improve the readability of content and encourage more organizations to increase their utilization of knowledge management. For each article the Symptoms, Cause and Resolution fields now support embedded images, video, numbered lists, different font colors and much more.

In working with customers we understand the need to create content that end-users and support analysts can easily follow. Today that means a video or simple steps with clear visuals. The new fields also support copying rich content from web sites and pasting it directly in the knowledge article. This greatly simplifies the knowledge content creation process.

Salesforce Sales Cloud Connector

Many of our Managed Service Provider customers have sales teams that manage their accounts using a Customer Relationship Management system (CRM). Salesforce is the leading CRM which is why it’s the first CRM connector added to our library. Support teams use Cloud Service Management because its more efficient for managing incidents and service requests. So relationship information and support information are stored in separate systems. Sales personnel greatly benefit from visibility into support activity and issues so they can best manage their relationships with each customer. This connector enables visibility into support activity by adding a new section to the Account form in the Sales Cloud app that shows all tickets for each customer account. The sales person can view key details about the tickets, add comments, and create new tickets on the customer’s behalf all within the Salesforce Sales Cloud screens. This connector will be published to the Salesforce AppExchange marketplace very soon.

Drag and Drop Attachments

It is now possible to drag and drop files to attach them to Tickets, Knowledge Articles and Configuration Items (CIs), reducing the time it takes end-users to take actions on tickets. This simple user interface update lowers the mean time to resolution and increases ease-of-use and customer satisfaction. As the image below shows, end-users and support analysts can drag files (up to five at a time) to quickly and easily attach and upload the files.

Leverage your own Mail Servers

We’ve added new configuration options for outbound notifications via email to give organizations options that align with their security and spam policies. Until now all email notifications were sent using ServiceAide’s email services that sometimes were filtered as spam. Customers now have the option to configure sending outbound notifications from their own email servers and select their level of encryption including  SMTP, SSL and TLS. This reduces notifications being flagged by spam filters and hence not delivered.

Miscellaneous Other Updates

  • License and Session Management: Customers now have better visibility into the number of Cloud Service Management licenses they own and how many they are using. Administrators have tools to manage active sessions and understand if there is an opportunity to better distribute licenses across users.
  • Search for Archived Tickets in Service Center: Self-service users can search for both active and archived tickets directly from the Global Search in Service Center.
  • Improved upgrade time: The Ivory release took a huge step in significantly reducing downtime during upgrades.
    Additional architecture and DevOps changes have been implemented to minimize the service disruptions during the Jasmine upgrade and all releases going forward. In other words, service disruptions for upgrades will now be fewer and faster.
  • Bugs squashed- It’s always good to squash bugs, so we squashed some.