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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 installUpgradeFresh installUpgrade

Remove the Have a CSM call me field from the in-app survey form

YesYesNoNo

End of support for integration with Chatbot and Cognitive Automation

YesYesNoNo20.21.01 enhancements

Display description on sidebar tiles

YesNoNoYes20.21.01 enhancements

Configure a lightning web component to view tickets and service requests from Salesforce Communities

NoNoYesYesConfiguring Lightning components on Experience Cloud Site pages

Display the status of a service request while viewing it from View in My Activity

YesYesNoNo20.21.01 enhancements

Configure a lightning web component to submit a service request from Salesforce Communities

NoNoYesYesConfiguring Lightning components on Experience Cloud Site pages

Provide insights on what information clients search for in Self Service

NoNoYesYes20.21.01 enhancements

Visibility of Add note and Cancel buttons while adding notes to an existing record in Self Service

YesYesNoNo20.21.01 enhancements

Control the display of request definition fields in Remedyforce Console 

NoNoYesYes20.21.01 enhancements

UI Improvements in Self Service 3.0

YesNoNoYes20.21.01 enhancements

Optimize Superbox search results and smart suggestions for service requests

Yes
NoNoYesConfiguring search settings for Self Service

Enable dynamic field rendering for Service Request and Incident forms in Remedyforce Console 

NoNoYesYesSetting up dynamic field rendering for incidents and service requests in Remedyforce Console


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

Related topic

20.21.01 enhancements


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