5.2.3 Release Notes | Predict & Prevent Customer Escalations

SupportLogic 5.2.3 Release Notes

July 2022

Summer is here (yay!), but before you jet off for that long anticipated vacation, log into SupportLogic and check out the new case view, now available with this release. We’ve improved the case view to help you better focus on the signals and sentiments extracted from your cases, and to make it easier for you to see the case information that is most important to you.

Note that the new case view is currently in Early Access; in other words, you and your team can switch back and forth between working in the current case view and the new one. While in Early Access, we’re collecting your feedback using the in-app form. We’d love to hear what you think, so please drop us a note!

In other news, the SupportLogic brand recently got a sleek refresh. Swing by our website to see the updated look and feel — we think you’ll love the colors! While you’re there, be sure to head over to the resources page for best practices, blog posts, webinar recordings, videos and more.

Safe travels this summer, folks!The SupportLogic Team

Switch to the new case view

From the case view, look for the prompt in the lower right-hand corner of the screen to switch to the new case view. Click ‘Let’s go’ and you’ll be taken to the new view! If you’d like to switch back, you’ll see a prompt to ‘Exit the new case view’ in the lower left-hand corner of your screen.

Focus on extracted sentiment and scores

Quickly review and acknowledge the extracted sentiments, now prominently located at the top of the case view along with Sentiment and Attention scores. If someone else has already acknowledged a sentiment, it’s also easier to see who acknowledged it and when.

Jump straight to the first case comment – no scrolling necessary

Easily navigate to the first comment of the case by hovering over the description and clicking on ‘Go to case description.’

Give yourself a clean, uncluttered view of case attributes

See exactly the metadata you want to see! Tap the settings gear to manage what case attributes are visible in the case view, and to automatically hide empty fields by default.

Give us feedback – we can’t wait to hear from you!

Use the in-app form in the bottom right-hand corner of the screen to let us know what you think about the new case detail view. You can give feedback as often as you want, so don’t be shy!

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