Enhancements to Local CRM

We have introduced some changes to the Local CRM in Agent Console to enhance your experience.

Ability to Access the List of Follow-up Records

From a customer record, you can switch to unitary case view and view the list follow-up records for the case. This helps you find records quickly.

Improved Navigation by Displaying Case ID

During an inbound email interaction from a customer, the screen pop tab that presents the email displays case number and the customer name. If you have multiple emails opened in tabs, it helps you navigate better. Prior to this release, the tab showed the transaction ID.


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