What's New in AppCentral 1.1 MS2
Enhancements/Modifications
With this release, several new features and enhancements have been introduced to improve support case management, feedback collection, and the overall AppCentral experience.
The following sections provide a structured overview of what’s new and what to expect.
Email notification enhancement
The email notification system has been enhanced to include a unique reference identifier in the notification links sent to customers when a support case is updated in Salesforce. This identifier ensures that users are securely directed to the corresponding case details in AppCentral.
The system also determines which platform link(s) to include based on the account’s AppCentral Live status and relevant transition dates. This enhancement improves case tracking, supports a seamless transition to AppCentral, and ensures that customers always receive the appropriate link for their current status.
Case creation enhancements: Additional fields for case classification
The case creation window now includes new dropdown fields (Component, Category, and Product Version) to support more accurate case classification. These fields are optional and become available only after an application is selected.
If the relevant configuration does not exist for the selected application, the Component and Category fields will appear grayed out and cannot be selected.
Experience as AppCentral user: View customer journey
A new feature enables internal users (e.g., support team members) to experience AppCentral as a customer would, with view-only access. This functionality allows internal stakeholders to better understand the customer experience, troubleshoot issues, and assist with queries, without accessing or modifying customer data.
Key features:
- View-only Access: Internal users can log into AppCentral, select “Experience as AppCentral User” from Salesforce or CXT Workspace, and view the Customer Landing Page and all associated sections (Connect, Usage, Profile).
- No Data Modification: Internal users cannot make any changes to customer data or settings while navigating through the interface.
- Customer Perspective: This feature helps internal users visualize and resolve customer issues more effectively, providing a true customer view without compromising data integrity.
New group and permissions for Connect admin
A new Connect Admin role has been introduced in AppCentral, offering Support Admin users enhanced permissions to access and manage support cases across all customers. This role enables Support Admin users to:
- Receive notifications for all support case updates.
- View and manage all support cases, including associated Change Requests, KB articles, and documentation.
- Access the Activities and Audit features for system monitoring.
The Connect Admin role has limitations and does not include access to sections such as:
- All Apps
- Billing
- Subscription
- User Management
The Connect Admin group will be automatically created for new customers and added to existing customers.
CSAT survey experience enhancements
The Customer Satisfaction (CSAT) survey shown when closing a support case has been enhanced to gather more actionable and meaningful feedback.
The CSAT survey now includes an effort-based question with scaled responses and a follow-up prompt for neutral or negative feedback, offering predefined reasons for dissatisfaction.
NPS scoring update: Transition to 10-Point scale
The NPS (Net Promoter Score) survey scoring has been updated from a 5-star rating to a 10-point scale to provide more granular feedback. This change ensures alignment with customer expectations.
The NPS survey is sent quarterly to customers to gather insights into satisfaction and loyalty over time.