Table of Contents

• Title and Copyright Information
• Revision History
• Overview
• Feature Summary
• Service Center
  • Service Request Management
    • Support Depot Repair and Part Exchange in SR Part Orders
    • Hide the message identification number in response emails
    • Use Attachment Attributes in Adaptive Search of SRs
    • Use keyboard shortcuts to save time and efforts when using common SmartActions and commands
    • Modify the default subject line when composing a new email
    • Enable 'Save' within action chains in the Service Center
    • Enable 'Get Field Value' within action chains in the Service Center
    • Enable 'Set Field Value' within action chains in the Service Center
    • Configure the SR Message threaded reply display of Internal Notes and Forward Messages in the Classic Service Request User Interface
    • Include previous messages in the email preview
    • View AI Generated SR Summarizations in French and Spanish
    • Use AI Service Request Resolution Agent to Resolve Issues
  • Work Order Management
    • UI Events Framework to support Service Work Order object
  • Service Channels
    • Improve the agent experience for phone by enhancing the information displayed in the header
    • Use Generative AI to auto-generate phone call summaries
    • Updated version of the Rich Text Editor when chatting in Live Window
  • Case Management
    • Save Time and Effort with the Button Bar
    • Enhanced Case Note Management with SmartText, Edit and Delete Options
  • Service Analytics
    • Enhancements to Service Analytics Dashboard Framework
    • Support re-configuration of KPI dashboards
    • Analyze Service Request Relationships