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 |