APRIL 2015 Release

The following new feature list and links contains update details made to Parature, from Microsoft. For more information about new features, view the Parature Release Notes.

New Functionality Added

MULTILINGUAL SUPPORT

We have made significant investments to enable global customer support in over 40 languages through our unified portal, knowledgebase, downloads, search, chat and ticketing.

  • Unified Portal

    The new unified portal will support over 40 languages including right to left languages. The language packs will be manageable from within the Service Desk and exportable for third-party translation.

  • Knowledgebase and Downloads

    Create translations of existing articles and files for easy management. Our multilingual search engine will make the content discoverable in over 40 languages.

  • Chat

    Leverage real-time machine translations to provide chat support in over 40 languages.

  • Ticketing

    Route tickets based on the customer’s preferred language.

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PORTAL

  • Unified portal: The unified portal is the next generation of our self-service portal and provides a unified support experience for customers across all of your brands. Encourage upsell and add-ons by allowing your customers to browse content across all of the products and services you own.
    • Customers can submit support requests to one or multiple Parature departments
    • Customers can submit requests by product or department to route appropriately and drive field dependencies
    • Customers can select what products or services they want to see content for, even those they haven’t purchased yet
    • Cleaner URL structure for easier linking
    • Complete control over static text and messaging on the portal through configuration
    • Multilingual support for over 40 languages including right to left

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  • Translation settings for portal users: Portal users can select the language the portal will be displayed in.

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  • Import and Export Portal Translations: Admins can import and export a list of custom portal strings and their corresponding translations. Portal aliases can be easily populated with relevant content for all language options.

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KNOWLEDGEBASE AND DOWNLOAD

  • Enhanced Search for Knowledgebase and Download Modules: Our search engine will provide more relevant results, filters, facets, search within files, and multilingual functionality. The new search UI in the service desk and unified portal will allow customers to sort search results and apply facets. Below are the following capabilities of the new search:
    • Combined knowledge base and download search
    • Search within files
    • Filtering and faceting
    • Search by matching any words

    Note: The search feature for 15.2 will be enabled over a number of weeks. Please view the article to find out when it will be available to you.

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TICKET

  • Customer portal activity widget: A report of support portal activity for each customer, including articles viewed and files downloaded, will be added to tickets.

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SERVICE DESK GENERAL

  • Ticket language identifier: A static field will identify what language a ticket is submitted in. Tickets can be automatically routed to CSRs who are able to assist customers in the appropriate language using ticket business rules.
  • Customer and CSR locale preferences: CSRs can set a native language for themselves and also set a preferred language for customers in the service desk. Customer language and date and time format preferences are defined for all customers in a Parature department.

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CHAT

  • CSR live chat translation: Chat messages sent by customers will be automatically translated into the CSR’s native language. Both the original text and the translated text will be displayed.
  • Chat transcript contains original text and translated text: Chat transcripts generated by the Service Desk will contain both the original, untranslated text as well as the automatically translated text.
  • Ignore chat auto translation for CSRs: CSRs can use braces { } around phrases to force the chat translator to ignore those portions of the message.

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STANDARD AND PREMIUM REPORTING

  • Portal-specific metrics: Portal activity metrics will be available per visit. Report on all the different activities and entities a customer can interact with during a visit. The following metrics will be captured for each portal alias in both standard and premium reporting when poly-portal is enabled on a Parature department:
    • Page views
    • Article views by day
    • Searches
    • Service requests
    • Tickets submitted
    • Emails submitted
    • Chat requests
    • Ticket deflections through articles per day
    • Total portal deflections

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AUDIT REPORTS

Audit History for Knowledgebase articles and CSR profile changes is now available. Articles that are created, removed and published will be tracked in the audit report. Audit reports will also track changes to CSR profiles. The following actions are captured in audit history for CSR profiles.

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Knowledgebase