Ability to view and associate related objects to conversation messages

As a user, when I access the conversation message details page, I will now be able to view the related business objects tied to the conversation. This feature enables me to easily navigate to associated Service Requests, Cases, or Help Desk tickets to gain context for the message. Additionally, as I user I have the ability to link other relevant objects to the message directly from the details page, ensuring a more comprehensive view of the conversation's context

This feature improves the user experience in a number of ways:

• Improved Efficiency: By providing direct access to related business objects (like Service Requests, Cases, or Help Desk tickets) from the conversation message details page, users can quickly gain the necessary context without needing to do additional searches. This reduces time spent navigating and searching for relevant information, leading to faster decision-making and problem resolution.

• Enhanced Collaboration: With the ability to associate additional objects directly to a message, team members can quickly see the full scope of the conversation and its related components. This fosters better collaboration across departments, ensuring everyone has the same information and can work together more effectively.

• Reduced Errors and Overlap: With all related objects accessible from one location, there is a reduced risk of information duplication or errors. The ability to associate relevant objects to a message ensures that every part of the conversation is tied to the right context, preventing confusion or missed connections.

Steps to Enable

The new conversation details page will be available out of box.  No additional setup or configuration is required.

Tips And Considerations

Please note that the ability to search for new objects to relate is driven by adaptive search.  If you have any troubles with searching for objects to related, please ensure that your adaptive search index is published correctly.