Revision History
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 27 FEB 2026 | Service Request Management | Enhancements to Service Request Creation Assistant | Delivered new feature. |
| 30 JAN 2026 | Service Request Management | APIs to extract AI Agent Usage and Engagement Data | Delivered new feature. |
| 30 JAN 2026 | Service Request Management | Provide Service Center and Help Desk surveys via conversational AI agents | Delivered new feature. |
| 30 JAN 2026 | Service Request Management | Rapidly create Service Center and Help Desk surveys | Delivered new feature. |
| 30 JAN 2026 | Service Analytics | Natural Language Query support in Service Express Reports | Delivered new feature. |
| 30 JAN 2026 | Service Analytics | Support AI-related insights in Service Express Reports | Delivered new feature. |
| 30 JAN 2026 | Service Analytics | Support Scorecards on KPI and Custom Dashboards | Delivered new feature. |
| 30 JAN 2026 | Case Management | Workflow Automation for Case Management | Delivered new feature. |
| 11 DEC 2025 | Service Request Management | Delivered new feature. | |
| 11 DEC 2025 | Service Channels | Deliver Outbound Service Emails through Microsoft Exchange | Delivered new feature. |
| 11 DEC 2025 | Service Channels |
Automatically Flag Email Bounces or Out of Office Emails for Service Requests |
Delivered new feature. |
| 05 DEC 2025 | Created initial document. |
The table includes a chronological listing of document changes.