What's new in the Washington DC release for Customer Service Management (CSM)

Damian Martinez · ‎04-23-2024

Hello,
can you provide more details on enhanced email experience?

Thanks.

Neil Kostecki · ‎04-23-2024

Hi @Damian Martinez. The details regarding the "enhanced email experience" are summarized in the video above, but I'll list them here as well.

In this release, agents are now able to:

Adjust settings of the mini email composer in the activity stream:
- Expand/collapse horizontally
- Expand/collapse CC and BCC, header, and attached files
Manage emails in draft.
Place a link to a knowledge article in the email body from the menu button on an article.
Paste multiple email addresses into the recipient field.
Automatically send reminder emails to the customer while a case is in "Awaiting Info" state.
Receive notification when customer mail arrives regarding owned case.

Also, customers are now able to:

View case emails in the customer portal in the proper format.

Hope this helps! Let us know if you have any other questions.

Damian Martinez · ‎04-24-2024

Hello @Neil Kostecki
thanks so much for your response, it is very valuable information.

Based on that video it looks like the email creation can be added to the activity log in Vancouver.

Do know how to add the email section besides work notes / additional comments?
Or is there any documentation online that shows you how to do it? even in Washington DC Release?

Thanks!

Neil Kostecki · ‎05-01-2024

@Damian Martinez let me know, but I think this other solution should help clarify... https://www.servicenow.com/community/itsm-forum/how-to-add-email-content-in-activity-log-of-record/m...

Viviane Clausen · ‎05-07-2024

Hello @Neil Kostecki,

I am also very interested in the following two features:

Automatically send reminder emails to the customer while a case is in "Awaiting Info" state.
View case emails in the customer portal in the proper format.

What do i need to do to test these two features in my PDI? How can I activate them, so I can set automatic email reminders for cases and display emails in e.g. the CSM Portal (not Workspace or Classic UI)? Unfortunately I can't find any information for this in the Product Documentation or any other community entry. Do you know where I can find the required information?

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