Our team is very excited to discuss new features available for Next Experience with the Tokyo release. Some of these features are included in the family release, and some features require a Store download. We've summarized the release notes here, for more information see the release notes and associated product documentation. We're also highlighting new Tokyo features for Next Experience and it's related technologies on our Next Experience Academy series, which airs every third Wednesday of the month at 12pm EST. Keep an eye out for more Tokyo related content during the Tokyo General Availability launch and for more articles on our Center of Excellence site as we highlight Tokyo features.
Sidebar
Sidebar is a new collaboration framework in Next Experience. It enables workspace users to have discussions with a specified group of people (other agents, SMEs, etc.) to quickly resolve task-based records or interactions such as Cases, Incidents, etc. Discussions allow agents to triage records, exchange information and knowledge for resolution with faster and higher quality outcomes. Sidebar is only available in workspace experiences; for information on supported workspaces see the Sidebar product documentation.
Some key features of Sidebar are:
- Agents to discuss and chat within the context of the case or interaction, share information including relevant attachments, knowledge base or files for faster resolution with higher quality outcomes.
- Agents can Search to quickly find items across discussions
- Record Based discussions
- Posting messages to Activity Stream
- Favoriting discussions
- Configurable Quick Actions
- Search through discussions
- Emojis
What are the prerequisites for Sidebar?
- Next Experience must be enabled
- Sidebar shares front-end dependencies with Agent Chat and Virtual Agent web client, which are found in the family release. Sidebar is released as a Store application as of Tokyo and is not part of the family upgrade.
Sidebar resources:
- For more information on Sidebar and to install and configure Sidebar check the product documentation and the Sidebar FAQs.
- The Conversational Interfaces team put out a great session on what's new in Tokyo in which they highlight Sidebar.
- We have a Next Experience Academy session highlighting Sidebar on Wednesday, September 21st at 12pm EST.
Admin Configured Custom Menus
The Unified Navigation feature in Next Experience shipped with four out-of-the-box menus (All, Favorites, History, Workspaces) in San Diego. In the Tokyo release administrators can now create menus that will display on the Unified Navigation header for users by role. This is great for roles that access common applications and menus, and will display for users as soon as they login. Consider using admin configured menus to replace users having to favorite needed applications and modules during onboarding. See the product documentation on how to setup an admin configured menu.
One Click Enabling of Next Experience
In San Diego administrators have to enable the system property (glide.ui.polaris.experience) to true. We've made it easier for admins to enable Next Experience with a single click. If you're an upgrade customer you'll see a prompt when you login after your Tokyo upgrade and still have Core UI enabled to enable Next Experience which will take you to a page to turn on Next Experience. Be sure to refer to the considerations product documentation before turning on Next Experience in your organization's instance.
Personalized Start Page
Users can now select the page they would like to view when they login to an instance with Next Experience UI enabled. There are four settings a user can choose from that creates a user preference:
- Use the default (the value in the glide.login.home system property)
- Use Dashboards
- Use the page I'm on now
- Continue where I last left off
Administrators have the ability to disable this feature if they wish using the glide.next_experience.user_selected_landing_page_enabled system property. If your organization still needs to use Homepages, you'll need to ensure the com.glideapp.home.deprecate_homepages system property is not false, and check the product documentation on what this system property impacts before setting it to false.
Notification Toast Banner Location Preference
Next Experience UI users can specify a location on the screen where notification toast banners will appear. to prevent covering up some controls such as buttons depending on page layout.
Dark Mode for Classic Environment
In San Diego we released a dark mode variant for Next Experience pages such as the default Landing Page and Configurable Workspaces. In Tokyo we're giving admins the option to enable dark mode for classic environment forms and lists. Dark mode is not supported in dashboards, custom UI Pages, or embedded service portal pages as of the Tokyo release. See the product documentation for considerations on enabling classic environment dark mode and steps.
