Category Archives: Usability
Added Customizable Columns for Inbox
Since last year it is possible for specialists to customize what they see in views, by using the ‘Customize Columns’ option from the vertical ellipsis (⋮). The view can then be saved as a personal view, to ensure that it is available the next time the specialist comes back to this view. This way, a […]
Google Maps Supported in UI Extensions
A new field type has been added to the ‘Snippets’ section of the UI Extensions form. The Location field adds a map, powered by Google Maps, to the record type selected in the Category field of the UI Extension. For this Location field to be available, the Google Maps app must be installed in the […]
Added Email Template Fields
The email template fields can be used to customize the email notifications that Xurrent® generates. Three fields have been added to the long list of already available email template fields: updated_by_organization_name:The name of the organization of the person who last updated the record; updated_by_account_name:The name of the account of the person who last updated the […]
Supplier Field Removed When Not Relevant
In several record types, the Supplier field is present for selecting the supplier organization that has been asked to assist with the request, problem, task or project. Working with external supplier organizations is commonplace in IT organizations. For other support domains, such as Human Resources or Facilities, external organizations are often not relevant, and therefore […]
Organization Included in All Requests
Key contacts and customer representatives can see the ‘All Requests’ section in Xurrent Self Service. For persons with the Key Contact role, all requests that are related to the organization of the key contact are visible, including organizations lower in the hierarchy. For customer representatives, all requests that are related to the service of the […]
Improved Virtual Agent Search Results
Over the coming months the Virtual Agent will receive a number of upgrades. This first enhancement improves the results from a search using the Virtual Agent by including both the most relevant knowledge articles and the most relevant request templates.
Sort Configuration Items by Financial Owner
The basic ‘All Configuration Items’ view shows the label, name, support team, status, and site of each configuration item (CI) that is registered in an account or its child accounts. The data in this view can be sorted on any of these columns. It can even be sorted on several of these columns. On these […]
Hide or Show the Menu Sidebar
It is now possible to hide – and unhide – the menu sidebar. This can give users a bit more screen space, whenever they need it. A hamburger menu button is added to the top left of the Specialist interface. Pressing it toggles the menu sidebar.
Searches from Virtual Agent Appear in Analytics
In the ‘Search Phrases’ section of Xurrent’s Analytics console, the top 100 search phrases, their conversions and their conversion rates are listed. By default, the searches that were performed in the Service Desk console are shown. The buttons at the top of this view can be used to switch to the most used search phrases […]