SupportLogic 4.12 Release Notes

October 2021

Falloween is around the corner, and at SupportLogic it is no tricks and all treats in this new release.  We have quietly been making small changes and fixing things in the product all summer, but this release has some exciting changes that we want to tell you about.  Features include: 

As always, we would love to hear from you, if you have any questions or comments. Please drop us a note at 

The SupportLogic Team

Escalations Workflow Redesign

Intuitive escalations management

The escalations workflow has been significantly enhanced to align with the way many of you are already using the product.  The most important change is that with this release, when you take action on a case that has been predicted to escalate, it will be removed from that queue.   So as a manager that is tracking escalations, your goal is to regularly go through that queue and take the appropriate next step.   You can take action on the case either from the Console page, the Escalations page OR the Case Details page (more on that below) – all of which will result in the case being cleared from the “Likely to Escalate” queue on the Escalations page. Here are the actions you can take:

  • Respond to the case owner, forward the case to an SME, change its priority or reassign the case – just let us know that you “Took care of it” so that we safely remove it from your list of cases predicted to escalate
  • Snooze the case for a while to see how it progresses before you decide to take action
  • Disagree with our platform’s prediction and give feedback to help improve our predictions

In each of the above scenarios, the case is moved from the main predictions queue to one of the completed queues in the bottom left of the Escalations page from where you can undo the action if you need to.
Each case card has been updated to give you the key information that you need to review a case. We only show you the top factors contributing to an escalation prediction rather than all of them and we have also provided you some details on what each factor means.
Finally the case queues themselves have been consolidated – the Recent Escalations and Active Escalations have been merged, and the page does not show Resolved cases any more.

Escalation Predictions on the Case Detail page

Any case that has been predicted to escalate by SupportLogic SX will now show a prominent bar atop the case details page. This should help you identify what triggered the prediction, as well as let you take quick action on the case. Once the necessary remedial steps have been taken, you can hit the “Took care of it” button that will remove the case from the list of predicted cases.

If you aren’t sure and want to snooze the case for a while, you can do that as well from the main section.

To disagree with our prediction, simply hover over the Likely to Escalate card and the option to disagree should show up.

Improved Audit Trails in your CRM

Customers use our SupportLogic CRM plug-ins to write changes that they make to the case via the SupportLogic UI, back to their system of record, the CRM.  In the past, these changes were written by a special SupportLogic platform user on each user’s behalf.  Starting with this release, all the updates will be written using the logged in user’s credentials.  This ensures that only users with the necessary permissions can make updates and also assures accurate audit trails in the CRM. Every user must now do a one-time authentication the first time they update a case field that must be written back to the CRM. They can manage their connection in the Preferences section in the top right.

NOTE: Salesforce administrators must update the SupportLogic plug-in once this release is deployed.

Automated Case Assignment

Get an engineer working on the case sooner

SupportLogic ICA (Intelligent Case Assignment) now allows you to assign cases to agents automatically, on a per case queue basis, a welcome addition to the Agent Recommendations and assigning functionality that is in the product today.  New capabilities include:

  • Automatic discovery of the case queues configured in your CRM
  • Limit the engineers that can work on the cases in a queue to a smaller team (optional)
  • Enable auto-assignment on a per queue basis – auto-assignment is turned OFF by default in a newly discovered queue
  • A new explanation panel that provides detailed reasons on the appropriateness of an agent to work on that case

Auto-assignment is turned off on the queues by default to allow you to validate our platform’s recommendations and refine the teams that will work on each queue before enabling this capability.

SupportLogic – now Microsoft Publisher Verified!!

Our MS Teams app allows users to share cases and send alerts to other users and channels using Microsoft Teams.

We are thrilled to announce that SupportLogic is now a trusted partner of Microsoft and that our app is publisher verified !!