Product Documentation

Crescendo SP1 Release 6.3.1

Published Date: April 7 2025

We are pleased to inform you that we have released the Crescendo SP1 6.3.1 Release Notes.

For more information on key features delivered as part of Crescendo SP1 6.3.1 refer:

• New Features: Key new features introduced as part of Crescendo SP1 6.3.1.
• Improvements: Feature enhancements added as part of Crescendo SP1 6.3.1.

Copilot V1.0

Published Date: February 10, 2025

We are pleased to inform you that we have released the Copilot v1.0 Release Notes.

Key features delivered as part of Copilot v1.0 are:

• Predictive AI: Based on historical data patterns predict suggestions.
• Generative AI: Generates suggestions, insights, relevant to issues within the Service Management Application. It identifies and masks sensitive PII data in the Application.
• Service Management Operations: Perform various operational actions on requests such as to create, retrieve, update and approve requests.
• Outlook Interactions: Manage outlook calendar actions such as to schedule, cancel, and retrieve meetings efforlessly with Copilot.
• Data Insights: Copilot uses the AI system, aggregating large volumes of past ticket information and provides details.
• Service Automation: Copilot executes automated workflows by integrating with Service Automation suite.
• Guardrails: Empowers Copilot to act as a responsible conversational partner that is sensitive to the intricate requirements of enterprise environments.
• Live Agent Transfer: LAT connects End User to Live Agent (Analyst) that increases customer satisfaction.

Digital Agent v2.3

Published Date: February 10, 2025

We are pleased to inform you that we have released the Digital Agent v2.3 Release Notes.

Key feature delivered as part of Digital Agent v2.3 are:

• Live Agent Configuration: Manage Live Agent and Transfers through Workbench.

Crescendo Release 6.3

Published Date: January 25 2025

We are pleased to inform you that we have released the Crescendo 6.3 Release Notes.

For more information on key features delivered as part of Crescendo 6.3 refer:

• New Features: Key new features introduced as part of Crescendo 6.3.
• Improvements: Feature enhancements added as part of Crescendo 6.3.

Prelude Release 6.2

Published Date: October 24 2024

We are pleased to inform you that we have released the Prelude 6.2 Release Notes.

For more information on key features delivered as part of Prelude 6.2 refer:

• New Features: Key new features introduced as part of Prelude 6.2.
• Improvements: Feature enhancements added as part of Prelude 6.2.

Service Automation v7 SP4

Published Date: August 2, 2024

We are pleased to inform you that we have released the Service Automation v7 SP4.

Key features delivered as part of Service Automation v7 SP4 are:

• Service Automation Copilot for skills.
• Skill Versioning.
• User Management.
• License Notification.
• Execution Reports.

Apex v6.1.0.1

Published Date: July 5, 2024

We are pleased to inform you that we have released the Apex v6.1.0.1 Release Notes.

Key features delivered as part of Apex v6.1.0.1 are:

• Harness the power to design apps, exactly the 'way you want - tailored to your individual preferences'.
• Extensive customization capabilities tailored to perfection.
• Rich library of controls, widgets, and customizable templates.
• Capability to design apps with minimal technical knowledge.

Digital Agent v2.2

Published Date: June 14, 2024

We are pleased to inform you that we have released the Digital Agent v2.2 Release Notes.

Key features delivered as part of Digital Agent v2.2 are:

• Live Agent Chat Transfer: Reduction in the response times of Live Agents and deliver personalized assistance to end users.
• Live Agent - Canned Responses: Increase chat resolution rates and reduce response time. Enhance the productivity of Live Agents.

Service Automation v7SP3

Published Date: December 19, 2023

We are pleased to inform you that we have released the Service Automation v7SP3 Release Notes.

Key features delivered as part of Service Automation v7SP3 are:

• Product experience and Telemetry consent: Beneficial in enhancing user satisfaction and retention, improving performance and continuous improvement.
• UI Menu Enhancements: Improvised and restructured the Service Automation application MENU options for better user experience. Our main intention is to provide a user-friendly interface and enable you to perform swift actions.

Service Automation v7SP2

Published Date: June 2, 2023

We are pleased to inform you that we have released the Service Automation v7SP2 Release Notes.

Key features delivered as part of Service Automation v7SP2 are:

• Rest Webservice for workflows: Allows to integrate Service Automation with other applications.
• New execution history list page for workflows configuration: Enhances performance monitoring and helps in previous data analysis.
• Context Sensitive Help: Provides online help directly inside the Service Automation application, by clicking on the Help widget. Help is specific to the application page, where user clicks on Help Widget. No more searching for help, we have it available directly integrated inside the Service Automation Help.

Additionally, we has transformed content which is visually appealing and easily consumable by adding infographics, gifs, and videos. For more information, please refer the Service Automation OLH.