Enabling new features in 20.20.02
The following table lists the features introduced in a release. Some features might be already be enabled in a fresh install or after upgrade and ready to use immediately, but some features might require configuration before they can be used. The following table provides more details for each feature.
| Feature | Enabled (Feature is turned on) | Configuration required (Extra configurations might be required to use this feature) | Reference | ||
| Fresh install | Upgrade | Fresh install | Upgrade | ||
| Track the total time spent by each queue | Yes | No | Yes | Yes | Tracking the total time spent by queues |
| Enhanced user interface for the Discovery Setup & Configuration tab | Yes | Yes | No | No | Enabling and configuring agentless discovery |
Attach and view files through the Service Desk on Salesforce Mobile App | Yes | Depends on the Upload attachments as Salesforce Files setting | No | Depends on the Upload attachments as Salesforce Files setting | Overview of Service Desk on Salesforce Mobile App |
| Adding images to records from clipboard or through drag and drop | Yes | Yes | No | No | Creating and editing records. |
| View actionable items list and plan your work | No | No | Yes | Yes | |
| Configure service outages in Remedyforce Console | Yes | No | No | Yes | |
| Save the applied filters in Remedyforce Console list view | Yes | Yes | No | No | Filtering records in list views |
| Sort multiple columns and save the sorting settings in Remedyforce Console list view | Yes | Yes | No | No | Overview of the Remedyforce Console tab |
| Link CIs and assets with change requests from the CMDB Explorer | Yes | Yes | No | No | Working with the CMDB Explorer |
| Enhanced user interface for the CMDB Explorer | Yes | Yes | No | No | Working with the CMDB Explorer |
| Clone CIs and assets | Yes | Yes | No | No | |
| Grant record access to an approver | No | No | Yes | Yes | Granting record access to approvers |
| Submit tickets on Communities by using the Lightning Web Component | No | No | Yes | Yes | Configuring Lightning components on community pages |
| View tickets on Communities by using the Lightning Web Component | No | No | Yes | Yes | Configuring Lightning components on community pages |
| Browse through categories with a new navigation experience for requesting a service | Yes | No | Yes | Yes | Configuring settings for service requests in Self Service |
| Attach and view files through the Salesforce Mobile App | Yes | Yes | No | No | Overview of Service Desk on Salesforce1 Mobile App |
| Enhanced user interface for configuring service request definition | Yes | Yes | No | No | Managing service request definitions |
| Increased window size for self help articles and submit ticket form | Yes | Yes | No | No | Managing custom settings |
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