--- title: "AIW v1.0 Release Notes" slug: "release-notes-aiw-v1-0" updated: 2026-06-01T07:32:45Z published: 2026-06-01T07:32:45Z canonical: "help.symphonysummitai.com/release-notes-aiw-v1-0" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # AIW v1.0 Release Notes Streamline support workflows and improve user experience across the platform. Users benefit from intuitive, dynamic forms for faster and more accurate incident and service request creation, with common requests expediting submissions and intelligent, AI-powered suggestions from the Self Service Knowledge Base. The Live Agent Transfer feature now seamlessly connects users to the most suitable agent directly from chat, while analysts can efficiently create incident tickets for end users and receive context-driven instructions and personalized checklists for consistent resolutions. Mandatory Field Validation ensures complete ticket submissions, and Multi-Factor Authentication for Microsoft Account Reset now displays real-time status updates. Agents enjoy a open ticket summary for better ticket management, and bulk update functionality with improved notifications in Update Ticket Status fosters faster and clearer communication throughout the resolution process. > [!NOTE] > Note > > AIW is not supported on On-Prem for Apex v2.0 Phase 1.3 ### **Key Highlights** Discover the highlighting features of v1.0 Release! [Video](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Presentation%20-%20IT%20Service%20Management%20Updates(2).mp4?sv=2026-02-06&spr=https&st=2026-11-10T23%3A35%3A00Z&se=2026-11-11T00%3A35%3A00Z&sr=c&sp=r&sig=go43dhJbmPLXbRE9NCHcOzlHnDjJ6pnTbvd7igbeZAg%3D) The following section provides details in this release. - [New Features](/aiw/docs/release-notes-aiw-v1-0#new-features) - [Fixed Issues](/aiw/docs/release-notes-aiw-v1-0#fixed-issues) - [Known Issues](/aiw/docs/release-notes-aiw-v1-0#known-issues) ## New Features The following section provides a sneak-peak of new features introduced in this release: | **Feature Name** | **Feature Description** | **Benefits** | | --- | --- | --- | | Create and Update Incidents **User Persona**: End User | Allows users to interact with Support Agent to create new incident tickets and update details or status as needed. For more information, refer [Create and Update Incidents](/aiw/docs/create-and-update-incidents) | - Faster issue reporting - Accurate incident tracking and resolution | | Create Service Request **User Persona**: End User | Enables users to instruct the Agent and submit Service Requests for standard services like access to hardware or software. For more information, refer [Create Service Request](/aiw/docs/create-service-request-1) | - Streamlines service delivery - Ensures requests are properly logged and fulfilled | | Self-service Knowledge Base Assistant **User Persona**: End User | Provides users with automated access to a searchable knowledge base to resolve issues themselves. For more information, refer [Self-service Knowledge Base Assistant](/aiw/docs/self-service-knowledge-base-assistance) | - Reduces dependency on support - Empowers users to resolve issues independently | | Live Agent Transfer **User Persona**: End User | Seamlessly transfers users from self-service or automated support to a live agent when required. Escalate Aged SRs to agents without delay. For more information, refer [Live Agent Transfer](/aiw/docs/live-agent-transfer-5) | - Ensures escalation for complex issues - Minimizes user frustration | | Agent Instructions **User Persona**: End User | Offers step-by-step, context-aware instructions to agents for handling customer tickets efficiently. For more information, refer [Agent Instructions](/aiw/docs/agent-instructions) | - Enhances agent productivity - Standardized responses and improved resolution | | Multi-Factor Authentication — Microsoft Account Reset **User Persona**: End User | Enables secure reset of Microsoft account credentials by verifying user identity with MFA. For more information, refer [MFA Reset](/aiw/docs/mfa-reset) | - Increases security - Quick and reliable account recovery | | Agent Open Ticket Summary **User Persona**: Analyst | Displays all tickets currently open and assigned to the agent, with relevant details at a glance. For more information, refer [Agent Open Ticket Summary](/aiw/docs/agent-open-ticket-summary) | - Better workload management - Improved ticket prioritization | | Update Ticket Status **User Persona**: Analyst | Allows agents or users to update the status of a ticket to In-progress, Pending, Resolved. For more information, refer [Update Ticket Status](/aiw/docs/update-ticket-status) | - Improves transparency and communication - Accelerates issue closure | | Create Incident on behalf of End User **User Persona:** Analyst | Enables analysts to create incident tickets on behalf of end users for reported issues directly in the chat. Offers the flexibility to present information as itemized lists or summarized views based on user needs. For more information, refer [Create Incident on user behalf](/aiw/docs/create-incident-for-end-user) | - Efficient incident logging - Accurate issue tracking for faster resolution | | Mandatory Field Validation and Update Ticket Status **User Persona**: Analyst | Enforces the completion of essential ticket fields before submission, ensuring all required information is captured. For more information, refer [Mandatory Field Validation](/aiw/docs/unified-it-analyst-agent) | - Reduces dependency on support - Empowers users to resolve issues independently | | Guardrails **User Persona**: End User / Analyst | Implements strong privacy, security, and scope management so the bot acts only within permitted user access and approved topics. For more information, refer [Guardrails](/aiw/docs/guardrails-2) | - Ensures compliance with data privacy and security policies. - It prevents unauthorized access to sensitive information. | | Handling Contradiction as Ambiguity **U****ser Persona**: End User / Analyst | Detects and clarifies ambiguous or contradictory user queries, prompting for confirmation before action. For more information, refer [Handling Contradiction as Ambiguity](/aiw/docs/handling-contradiction-as-ambiguity) | - Improves accuracy of chatbot actions and responses. - Enhances user experience by reducing confusion and mistakes. | | Re-open Resolved and Cancel Tickets **User Persona**: End User / Analyst | Allows users to easily request reopening resolved tickets and cancelling existing tickets of incident and service request directly via chatbot. For more information, refer [Re-open Resolved and Canceled Tickets](/aiw/docs/re-open-resolved-and-cancelled-tickets-via-bot) | - Empowers users with convenient self-service ticket management. - Saves time by reducing reliance on manual IT support processes. | | Consistency in Links and Redirection **User Persona**: End User / Analyst | Provides consistent, reliable web links and redirections that always point to the intended destination. For more information, refer [Consistency in Links and Redirection](/aiw/docs/consistency-in-links-and-redirection) | - Improves navigation by ensuring all links work as described. - Reduces user frustration from broken or misleading links. | | Clarity of Bot Responses **User Persona**: End User / Analyst | Delivers clear, concise, and actionable responses, guiding users with straightforward instructions or solutions. For more information, refer [Clarity of Bot Responses](/aiw/docs/clarity-of-bot-responses) | - Minimizes confusion, allowing users to act confidently. - Facilitates faster issue resolution and task completion. | | Enterprise Knowledge Search **User Persona**: End User / Analyst | Enables users to ask natural‑language questions and receive instant, summarized answers sourced from **external enterprise repositories** such as **SharePoint** along with **Apex Knowledge Articles**. For more information, refer [Enterprise Knowledge Search](/aiw/docs/enterprise-knowledge-search-external-source) | - Faster access to organizational knowledge - Reduced dependency on manual document searches - More accurate decision‑making with source‑based responses - Improved self‑service experience | ## Fixed Issues There are no fixed issues for this release. ## Known Issues There are no known issues for this release.