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Enabling new features in 20.22.02


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

Reference

Fresh install

Upgrade

Fresh install

Upgrade


Skip out-of-office staff from the automated assignment of records

Yes

No

No

Yes







Import valid LAN Endpoint records from BMC Client Management

Yes

Yes

No

Yes

Note: If you prefer to use Pentaho packages for importing data, you must download the latest  packages from BMC Communities. You must add a filter to a customized pentaho package similar to the filter applied to the out-of-the-box package.

End of support for Rate Your Experience

Yes

Yes

No

No

Chat with multiple clients concurrently

No

No

Yes

Yes

Use the Assign to me option to assign any record type to yourself

Yes

Yes

No

No


Use complex logic to configure suggested owners and queue auto assignment


Yes

Yes

Yes

Yes


Visual indicator for out-of-office staff in typeahead

Yes

Yes

No

No


Chat with staff users via experience cloud sites

No

No

Yes

Yes


To enable the features that were introduced in older releases, see Enabling new features

Related topic

20-22-02-enhancements-and-patches


 

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