New numbering of versions
Discover last changes in CREAM
Configuration of notifications has been added. Each user may select which objects should be considered and how many notifications should be sent (sensitivity of this mechanism). User may be notified by email or by popup web messages or may select both channels. The summary: updating a business object usually gives possibility to decide if notifications will be sent but the recipient’s list considers personal configuration of each person. There are several scenarios when notifications are bundled to avoid a “tsunami effect”: campaigns, series of activities etc.
Ability to save selected filters in lists “All” has been added. Selected filters can be stored as user queries and reused later. Saved filter can be named and either set as private or shared with team or all employees. Saved filters can be found in main menu option “Recent” in section “Filters”. New functionality is available in lists of all activities, all cases, all requests, all contacts, all campaigns, activity and case definitions, resources, teams and employees.
Country dictionary used in address sections is now sorted alphabetically.
Upcoming activities has evolved into Awaiting activities widget – where list of upcoming activities is only one of three available options. Other options, divided in tabs are: list of overdue activities and list of unplanned activities.
Scheduling new activity in campaigns is now enhanced with validation that blocks selecting new activity timeplan in the past.
Products and Orders are no longer available as modules.
Spanish, Portuguese and French are no longer supported.
Activity cloning has been added. Data of existing activity is used as default values in “create activity” form. It’s the easiest way to clone an activity and schedule it to a new date.
Planning date in the calendar view during creation or editing of an activity. New dialog showing calendar with schedule of participants is available when selecting date and time of an activity. Useful also when participants with conflicting activities exist.
Marking participants who have conflicting activities has been added. Names of such participants have a colored (warning style) background.
Handling a case is now available from any activity in the workflow. New button “Handle case” has been added.
Possibility to automatically resolve case just after the resolving preconditions are met. After resolving last required activity user may decide to resolve the case and optionally copy the text resolution.
Automatic transition to next activity in case workflow – system redirects to next activity automatically only when current user is able to handle it.
Stream of a case no longer shows events from parent campaign object.
Placeholders in case definitions has been added. Titles and descriptions of cases may contain placeholders which are replaced by real data when case is created from the definition, eg. from request rules. Available placeholders: request’s name, request’s channel, participant’s name, participant’s email address, participant’s phone number.
Information about additional receivers (CC) for email based requests has been added. Reply may be sent to all addresses – preserving who is CC and who is an original sender.
Configurable columns in the list of contacts – now any trait column may be visible in the list.
All filters with selection of people are enriched with “Current user” selection.
Attaching existing activity to case has been added. Action can be done either from activity view or workflow edition in case. The first way will attach activity in end of case workflow, while second one gives opportunity to drag’n’drop activity into one of the open steps.
Activities can now be resolved directly from case workflow view. This feature is very useful when workflow in case is treated as a check list – quick resolve like a check mark.
Communication channel and direction has been added to activity definitions – every communication created from definition will now be filled with appropriate data.
New action to request rules: attach to case has been added. Action is fired only if proper case has been identified – this is done by checking metadata in email/request that is a reply from email sent from the system. To enable the action, new condition: email data match case must be selected. Functionality is used for gathering email conversation (questions and answers) with a customer while working on a specific case.
Ability to delete all file attachments from the list with single click has been added.
Time accounting of case has been enhanced: new column with assigned to employee, more configuration options of time calculation, enhanced naming and settings of enabled selection of list columns.
New pulse logo displayed during application loading.
Optimized main menu: menu is flat and divided by functional modules: contacts, cases, activities, requests etc. There is also new option “Recent” in the last position of the menu, which lists 10 recently visited items (combined from all functional modules). Changes are made to improve readability and save clicks when using menu for navigation.
Each functional module (when entered) displays now only one merged list of items with all tabs like “My”, “In progress”, “My teams” and “All”. Previously lists of open and all items were divided into separate views. Navigating between lists required many clicks. Open items view contained excessive number of headers. Changes were done to improve navigation and optimize display of lists.
Confirmation dialog has been added when leaving editing mode with Back button. New function prevents from navigating by mistake and not saving modified data (that previously could have been lost easily).
Search results will now present photo/logo set in a contact.
Activities are no longer divided into three separate modules: tasks, communication and appointments, placed in different menu locations. Instead there is now only one list of activities. They can be now filtered by type. Type of activity may be also changed after creation.
Schedule Activity – Several usability small improvements: 2 months preview in calendar, approximation to 15 minutes when setting a timeplan and easy navigation to the next month.
Team work report is now enhanced with redirection from activity sum (for employee) to a list by clicking on the number. Displayed list will show the exact activities, assigned to selected employee and with all filters applied (like status, dates).
New view: Schedule which presents a daily plan of activities for a selected group of people/contacts/resources. Unlike the standard daily view it has two dimensions: time in columns and selected members in rows. Each member has row presenting his activities. This view may be especially useful when planning team work.
Search results are now enhanced with date of last update was added to search results. Found documents or comments are now presented with original names/content, related item (like case or acvitity) is presented with smaller font in second line.
Dashboard Tab is now hidden when not necessary – when configuration of the dashboard for contact/employee is empty, tab is not displayed.
Automatic remember and filling up the participant in the form is now longer available. This function caused a problem, that mostly such participant wasn’t wanted.
Joining as a participant to case/activity is now easier – similar to setting an assignee, in view there is a pencil icon which displays a simple popup to manage participants. Assigning participant by making a full edition of case/activity is no longer necessary.
Counter of documents in section with attachments is now added – the number is placed after section’s name in brackets.
Multiselect filters (like status) are now more usable. Additional redundant list of already selected values, which was displayed above value selection list is now removed. Selecting and removing a value from filter is now done in a single list by clicking on checkbox aside.
System is now hiding popup notifications when phone handling has started. When there are more employees bound to the same phone line (usually working in the same customer support group) and one of them starts handling the call, other employees will have call popups removed from interface. Handling the call means clicking on appropriate “Handle” button or creating request/communication/case from the popup. Also when customers calls again, system will identify older call popups and remove them from the interface.
Call recognition from lead customers. VoIP popup notification now presents all information about lead customer within campaigns (all data uploaded from target lists).
Completely new stand-alone app in CREAM solution, released independent from CREAM Backoffice. Target users are customers who want to check status of their issues and submit new requests. Customer (who is permitted to use Account Portal) may log in using unique credentials. Case data is limited to status (who and when is processing) and attachments. The functionalities delivered in 18.5 version of CREAM Account Portal are: presenting user’s profile with the basic information, a list of cases where logged user is a participant, case details, possibility to submit a new request
Possibility to grant a person (contact) the access to CREAM Account Portal by providing personal credentials.
Expandable list of contacts within an organization as well as a list of branch units. Improved readability of contact view.
System now displays activity resolution in Workflow views.
Expandable list of participants. Improved readability of activity and case views.
New theme of user interface inspired by material design by Google.
Custom details dashboard added in activities. It is now possible to replace standard details section in activities with a widget – usually dedicated and developed specifically due to customer requirements.
Time Accounting in cases. System combines spent time/money of each workflow activity (time reported by assignees) into one widget, that might be added into case dashboard. Cost calculation is done automatically by setting price per hour, currency. Selected values might be overwritten by hand if needed.
Time Reporting in activities. Assigned employee may report the real handling time – which may not be equal to activity duration (from – to hours) nor to automatically monitored duration (time when activity was in progress). Functionality available as widget that might be added into activity dashboard.
Team work report – new report for team supervisors giving ability to review their team’s work balance. Report shows how many activities are assigned to team (expandable to each member) per day. Sums of activities per team in selected time period and per day in selected employee group are also available. Aside from standard table view data may be presented as heat map (allowing to easily identify load peeks) or as a bar chart (easy comparison of teams). Report has complex filtering options allowing to set specific perspectives.
Demonstration only – 4 new widgets that offer different visuals: heat map, line chart, bar chart, KPI indicators based on fake data.
Refresh button has been added in history tabs. Button optimizes behavior when reloading stream required to change filter twice with many clicks. Now it can be done with one click.
Contact registration while handling requests from unregistered people has been improved. Name and email address are already filled when creating a contact for request. Data is copied from original sender information.
New widget – Geo location – dedicated to requests handling. Widget shows information that can be acquired on the basis of Sender’s IP. When necessary, IP can be also entered manually.
Documents may be grouped into categories – similar to placing files in folders, with only single level of hierarchy.
Documents are described by additional information: business name, description, creator and date of creation, date of last modification and category
Documents are versioned – after uploading new version there is still access to older ones.
All lists of entities that may contain documents, may be filtered by existence of attachments. Entities with documents attached are marked by icon.
Redesigned section of attachments is placed in:
Detailed stream is now available in case-, order- and request rules, which gives managers possibility to understand better the changes applied to organisation rules.
Detailed stream is now available in campaigns. Marketing managers are able to analyse all business actions that affect campaign lifecycle: creating, updating, publishing, aborting, reactivating, pausing, closing, opening and appending/removing target.
Possibility to filter by number in the lists is now added to all related feature modules (Activities, Campaigns, Cases, Contact Book, Orders, Requests).
Possibility to sort by assignee in the lists is now added to all related feature modules (alphabetically). (Activities, Campaigns, Cases, Contact Book, Orders, Requests).
Improved selection for range of dates and hours for filters of lists: added “presets” day/week/month with possibility to set previous/next period. This functionality is now available in every list with date filtering.
Permissions report export to CSV is now available in .Two options available: “All” – export of all metadata and “Only visible” – export of data visible on the screen.
New column in the list of employees presenting teams is now added.
Enhanced employee list export to CSV: added information about teams and granted permissions.
Enhanced mechanism of sending email – with emphasis on efficiency and reliability.
Assistant shows a list of cases. Cases can be filtered to selected range of time, statuses and titles. There is also a read-only preview of a case presenting: basic data, participants, traits, workflow and list of related objects (requests, orders, campaigns). Acquiring a list of cases requires online access but previous search can be viewed offline. (And Assistant)
Description of contact is present as read-only section. Assistant is able to show formatting of text. (And Assistant)
Assistant locks an activity during editing. Editing an activity locked by other user is not allowed. (iOS Assistant)
Color of initiated activities is now similar to the one used in web CREAM. (iOS Assistant)
Ability to quickly resolve a communication after performing it has been added. When a communication in Assistant is used for calling or sending an email to participants then coming back to Assistant redirects to resolve dialog of the triggering communication. (And Assistant)
Description of contact is visible in Assistant as a read-only text. Access to notes in contact book stored through web CREAM. (iOS Assistant)
Widget management has been adapted to standard list layout.
Widgets can be described with traits, which gives possibility to restrict them for specific users while they are defining dashboard’s profiles.
New tab in My contacts – Supported, which presents all contacts where current user is an attendant.
Branch units are now sorted alphabetically in Contact View.
Small enhancements of merging contacts: selecting target by clicking on its name, more filtering options added.
Merging contacts functionality may be hidden for users by appropriate setting in party preferences. Useful, when standard users should not merge business contacts without manager knowlegde.
Orders are now visible in case view in tab Related. It’s now possible to attach, detach and move orders between cases. It is a part of closer integration of care and sales functions – see also Sales section.
More filtering options added when selecting a case during merge operation.
Related cases are visible in order view. It’s now possible to attach an order to existing case or create new case with the order attached. Orders inherit traits from cases if created from them. It gives possibility to integrate sales and support processes.
Ability to configure order rules has been added. Rules may contain several conditions using values of status, traits of customer or order, net price. If conditions are met the rule may create a new case (also using case definition).
Sorting by title has been added to lists of requests.
Dashboard profile visibility may be limited by permissions of user. Each profile may have assigned list of roles required to see and use the profile. Useful when business managers prepare data sensitive dashboard profiles, which should not be visible for standard users.
Redesigned grid view in lists – improved readability and appearance on mobile devices.
Rebuilt of communication with CREAM server – improved stability of iOS Assistant and iOS Deal+.
Redesigned user interface of Android Assistant – modern and consistent with web CREAM.
Assistant locks an activity during editing. Editing an activity locked by other user is not allowed. (And Assistant)
Color of initiated activities is similar to the one used in web CREAM. (And Assistant)
Ability to merge contacts has been added, which gives ability to manage duplicates. Merge can be done either automatically (system creates sum of data) or manually (user can decide, which details will stay in the result).
Enhanced permissions for contacts: View My Contacts and My Contacts Access. Ability to limit data visibility with read-only or full access.
Attendants of contact – list of users who can see and use a contact as people supporting key account manager (assigned to).
Ability to define Case Dashboard by definition. When case is created from definition, appropriate dashboard is shown (specificly for the case type). Rough cases remain with generic dashboard (as previously).
Activity Icons in workflow designer and in the expanded row (workflow view) in case list are now improved.
Dashboard tab in Activity view will be hidden if there are no widgets defined.
Possibility to show initiated activities in Calendar and in lists as optional status. By default they are now shown.
Color of status Initiated is now silver.
Update in discount validation: discounts sum may exceed the total price.
Removed status “Booked” from EAN13 code.
Orders in which the user is a salesman appears in Deal+. Contacts of customers, salesmen and assignees of synchronized orders also appear in contact book.
Initiated activities may be appear in mobile Assistant if user selects this option in application settings. (Android, iOS).
Redesigned resolution of activities – looks better and is more intuitive. Used also when creating a summary of call. (Android, iOS – only resolution).
Ability to create an activity longer then one day but with no hours set – all day activity. (iOS).
Ability to add activity without definition (from the scratch) while editing case workflow has been added. It’s useful when modifying workflow in a way that hasn’t been predicted with definitions before.
Ability to edit/schedule activities when editing workflow has been added.
Cloning cases – new option to copy a case with a possibility to adapt workflow has been added. Useful when there is a need to solve a request with more problems stated in the content, by running more than one case.
Merging several cases into one – option for escalated or oldest case to become a “root” for requests from all merged cases. Other cases are cancelled as they are no longer necessary.
Creating a new activity straight from VoIP popup message.
Information about successful outbound VoIP call is visible in stream.
Possibility to reset password to CREAM. User may receive an email with a link redirecting to a CREAM page where he can provide new password.
Permission matrix now shows and allows to manage only permissions which are allowed by license.
Popup list of notifications shows 10 newest items (all not viewed notifications – may be more than 10) now. Notification older than 30 days are automatically deleted.
Refresh of reminders design, easier access to list of all reminders.
Possibility to answer to a sender without registering him in contact book. Useful for resolving easy question-answer problems. Also reducing the growth of contact book.
OAuth 2 standard of authorization in mobile Applications (Android Assistant, iOS Assistant)
Time conflicts are now identified directly during activity creation when setting/changing the date or selecting/changing each member. Conflict warning is displayed in header with possibility to display all identified conflicts as list or as calendar view by clicking appropriate link.
Participants field is now put directly before dates in creation form.
Ability to filter activities list by privacy option is now added.
Functionality of reopening closed (but not archived) activity in case workflow.
Stream and History tab with detailed information about changes is now enabled in case/activity definition view.
Ability to filter requests list by receive date.
Sales area permissions are no simplified. New roles added: Order coordinator and Storekeeper, Selller role limited and Sales Manager role removed.
When creating an account for new employee, system will send a welcome email. The email contains welcome message, information about login, granted permissions and a link to CREAM.
Email templates may contain: current date (also year, month, day separately), current month name, current day name and tenant name.
Stream and History tab with detailed information about changes is now enabled in employee view.
More enhancements for CREAM theme: form fields are modern, tabs in “Open XXX” are displayed as real tabs (not buttons), subtitles in lists are removed, list appearance is more gentle, pulse animation added to notifications and reminders counter.
When selecting an exact day – new button “Now” allowing to quickly select current day. Present in all places with date selection.
Simplified address format – now building number can be entered both with the street name.
Enhanced rules of synchronization limiting synchronized data. The synchronization process (especially when installing CREAM mobile applications) consumes less time now.
Improved stability by creating a lot of automatic tests.
Rearranged settings of application. Now settings are grouped in five sections: Integration, Synchronization, Synchronization settings, Activities settings and About/Advanced. (iOS, Android).
Improved orders list view – The orders list view has been enlarged and enriched with colors of order statuses – it makes the order list more readable (iOS).
Quick actions by swipe – The user can easily do such actions as: choose a customer, change the status of the order, remove the order (iOS).
Due to simplification permissions and created a new role, double login to the application has been eliminated.
Actions done by the same user in the same time are displayed as one bundled stream entry.
Design of stream content reworked for better readability.
Different elements (activities, cases, requests etc) have individual filters in “History” tab, which displays more detailed stream, eg. contact history contains filters like “Traits changes” and “Type & Relation changes”, while request history has “Comments”, “Status changes” and “Traits changes”.
Automatic attach of cases in campaign is now available as a campaign subscription option (Hourly, Daily).
Ability to display Activities presented in the Calendar ownership type: creator, participant or assigned to.
Ability to search owner by type: Contact, Employee, Resource or Team.
Filters are now memorized individually to each widget instance, which gives possibility to have more calendar widgets with different information in one dashboard.
Enhanced managing of unsent emails: resetting counter of send attempts for emails and possibility to check size of email queue for each outbox. There is also possibility not to try re-sending, but to inform user about failure at once.
Enhanced user interface: new look of main navigation, buttons, dropdowns, filters and tabs.
Main header indicating information/warning messages visible to all users. Used by administrators to broadcast information about planned downtime or maintenance.
Filters unification between lists and tabs, eg. related cases tab in contact view provides equal filtering to main list in Cases module.
Improved campaign evaluation report performance: Generation time reduced from 50 s to 7 s for report containing nearly 20 000 records.
Synchronization of icons in contacts (iOS).
Assistant always appears when there comes a call – even if a caller is not registered in Assistant. The information that there is no history associated with a caller may be important to Assistant users (Android, iOS).
Improved order view – The order view has been enlarged and enriched with the Notes column so that the Seller does not need to open the details of the ordered product. Several cosmetic changes have also been implemented to make the order more readable. (iOS)
Subscription of campaign reports option has been added. Switching it on gives possibility to receive campaign reports by email. Subscriber may choose one of three intervals: hour, day or week.
Improved campaign report creation process to avoid errors in user interface.
Permissions enhanced with new option – level of visibilty (privatet or public). Private activity can be accessed only by creator, assignee and participants. For rest of users it is displayed only as a time reservation in calendar, but details are hidden.
Ability to perform custom bulk changes added. It gives option to prepare dedicated actions specifically to suite cream customer need. Each custom bulk change can either encapsulate many single operation available inside CREAM or even integrate with external systems. Custom bulk preparation can be done by system configuration plus implementation of specific action via dedicated widget.
Enhanced email notifications visuals. Emails will keep styling of description field of activities.
Possibility to send a test email added for outbox configurations. Useful when creating or re-configuring mailbox.
Re-arranged details section of request form for better readability. Added information about original inbox name where the email with request has come.
improved layout of PDF documents with orders.
Sorting and filtering options added in Configuration > Widgets list for better maintanability.
More measurement points added to improve maintenance of CREAM.
Decommisioning of Contact Book based traits to improve overall performance.
User interface general optimisation in code and performance.
Tool-tips with help for all fields in System Preferences page added to improve understanding of configuration.
CREAM contain several new widgets providing a part of ATMS functionality:
ATMS base – no visuals, but necessary for other ATMS widgets to work.
ATMS Calendar – editing enter/exit hours, working hours and absences.
ATMS Statistic Limits – showing leave of absence limits.
ATMS Statistic Nominal – showing working hours summary for selected tasks and projects.
ATMS Statistic Period – showing working hours summary for selected time scope.
Sync progress bar has been added – The user knows exactly which synchronization step is being performed.
New option in the search – Possibility to hide products that do not have photos.
Stock calculation moved to Backend. Thanks to it, downloading stocks and stock check policies on Deal+ is much faster.
Possibility to reload stock for a single product – When the Seller needs stock information for a particular product, he doesn’t need to download all the stocks.
Optimized performance of initial load of activities.
Call registry shows phone numbers. Same customer may have more than one phone number and Assistant must show which number was used.
Activities longer than one day.
Resources present in Assistant – in activities and in group view.
Private/public activities – possibility to set while editing an activity and proper view of private activities of other users in group view
Resources present in Assistant – in activities and in group view.
Reminders are synchronized with Web CREAM.
Private/public activities – possibility to set while editing an activity and proper view of private activities of other users in group view.
Possibility to filter items of the order by its status – thanks to it browsing the list of ordered items or finding the right product option is faster.
Improve search – ordered products options are shown at the top of result list.
Possibility to mark items of order as cancelled – when Warehouseman does not want to pack the ordered products option, he can mark it as cancelled.
Ability to activate/deactivate products has been added – this makes it easy and quick to exclude the products from sale. Sellers can only sell currently offered products.
Order list changes: removed column “Date of status change”, added column “Created”.
Group of people which will receive notification can be configured as: employees only or all participants. Sending may be also disabled. Following actions now contain notifications sending: resolving, canceling, postponing, reopening and updating an assignee. Bulk actions are also concerned.
Email auto-responses have been added in request rules. Example: response may contain request confirmation with CREAM request’s number and deadline date of handling. Content of an email is configured through html template attached to a request rule.
Global search will now display max 5 results per type, with icon, name, number and description.
Global search will display resulting phrase which is taken into search.
Bulks enabled in Case View, tab Participant History.
Sorting by participant in lists has been added.
Contact book lists have now possibility to set visible columns.
Option to configure default “Add” action in main header has been added. Business administrators can define which object creation form will be display by default by clicking Add button. Other objects can be selected with dropdown.
Enhanced report preparation and delivery between Reporting engine and CREAM, resolving OutOfMemory exception while delivering report with big amount of data. The generated report is split into smaller parts for asynchronous delivery and then merged before being sent to the client (CSV).
Ability of changing widget title color has been added. Title in color helps users find appropriate widget in complex dashboard.
Improved way of searching products: after changing filters results are shown automatically, without approving searching parameters.
New setting: discount policy – allows to set the default discount policy that a seller use when placing an order.
Optimization view of products details – browsing products is much faster now.
Group view: possibility to select members of group, to display their activities on one list or activities of each member in separate lists.
Duplicating archive activities (with new date).
Group view: possibility to select members of group, to display their activities on one list or activities of each member in separate lists.
Option t add potential customers – leads (not existing in Contact Book) has been added. Such customers are described in CSV file. File might contain additional columns with attributes, which will be used in campaign reporting. Creation of campaign might add such customers to contact book (as option). Customers can be also registered with a bulk change anytime during the campaign. Unregistered customers will not be displayed as participants of campaign cases.
Target list update is now simplified. With CSV file, more customers can be added – file validation requires that only customer identifier is present now.
Campaign publish proces is now simplified:
Publishing shortened into 2 steps (1 – upload, 2 – publish) despite from actual 3 steps (with case assignments).
Case assignment method can now defined as fully automated user selection & assignment, manual user selection & automated assignment, manual individual one-by-one assignment (as it was before).
Unpublished campaign target can be now easily removed.
Easier campaign period management, system shifts finish date automatically after start date is changed.
Possibility to add activity series has been added. User can define finish date of the cycle, duration between activities, optionally limit to business days only. Both whole series and single activity can be edited.
All day activities now support more than one day period.
Mail notifications improved with possibility to choose during activity edition from selected options: send to all (customers and employees), employees only, nobody.
Mail notification ICS calendar invites are now extended with support for resolving or cancelling an activity, which synchronizes with external calendar.
Send email widget gives now possibility to select from more than one template. Templates now support long lasting discussions.
Option to add new contact while being on request creation form has been added.
Starting or stopping progress on the case automatically changes progress of activities in workflow.
Transfer option is now enhanced with possibility to stop progress on the case and unassign employee automatically.
Easier case period management, system shifts finish date automatically after start date is changed.
Actions in Cart view are now visually matching other views.
Option to add products with price of 10 billion is now available.
New column „Comment” available in Case list available, where last case comment is displayed, plus option to view all comments on demand in action dropdown.
Possibility to add new participants while being on activity edition form has been added.
Enhanced timeplan functionality, moving “date from” will also move “date to” with equal duration between dates to a new point of time.
Email notifications are now sent only for important changes in activities: name, dates, status, location, assigned to person or participants.
Email notification contains now a detailed list of changes, displaying value before and after change (like History tab).
While changing participants list, email notification will be now sent only to added or deleted participants.
Email notification contains now link to activity in CREAM.
Reminders are shown now as pageable list in dropdown like web notifications.
New public integration API has been added for easier connectivity with external databases.
Import mechanism has been enhanced to allow importing all visible data in CREAM. Teams additionally have now a possibility to import supervisor information as well.
Products and orders have been enhanced with better action stream and detailed “History” tab. System now collects and display all changes, also for price matrix details and order items.
Review and cleanup in permission matrix.
List column management enhanced with option to reset to default settings and improved in speed and stability.
Main menu design changes: functional areas are now displayed as icon and text, using less space (useful on tablets and narrow screens).
Automatic application refresh is now available after rollout, no need to manually refresh in web browser/clean cache.
New filtering in “History” tabs. Selection is now memorized individually for employee. New options what to show in History:
Case centric only
Status changes only
Request rules have been enhanced with traits assignment method selection – if the “Override” option is selected, traits will be replaced with new values, in “Merge” option the actual traits will be merged together with new values.
Contact View has been redesigned with more intuitive sections “Employee” and “Customer” for better readability.
System memorizes selected time period and restores it back while redirecting back to calendar view
System now presents week numbers
Currency filters in lists are now unified
New option to search for cases/activities etc. by comments is now added to global search
Widget gallery will now show allowed widgets, employee’s effective permissions are checked
Bulk changes flow is now enhanced. Item selection (activities/requests/cases/products) is now possible directly in the original list, what made possible to remove extra selection step and limit number of clicks. By default all list items are selected (if nothing specific is checked). System displays number of selected items while selecting specific bulk change.
List headers, where column width change is possible, are now displaying special marker on mouse over, which indicates the draggind border between colums
List headers, where sorting is possible, are now highlighted on mouse over
Possibility to navigate with keyboard between modal buttons is now added
Filters in lists have now maximal width set. If filter value is longer, it will be cropped
All warnings/information blocks have now more contrast for better readability
History tab has been significantly improved for better readability and information emphasis
Smaller header of received emails (similar to outgoing communication)
Received email content uses less space
Long comments collapsible
Long detail fields collapsible
Status change action compacted
Less empty space and border frame
Case View has been enhanced with removing empty sections (traits, attachments) and tabs (workflow, related), if there is no data
Contact View has been enhanced with a possibility to configure custom details section, usable in deployments, where standard details section is not efficient
Filtering enhanced: filters displayed without possibility to remove, „Clear” button replaced with new „Set defaults” button, more user friendly filter value selection
Selection of case definition during campaign creation results now with automatic assignment of traits from case definition to campaign
Case statistics in Campaign View is now enhanced with quantity of case for statuses: Escalated, Returned, Reopened
Permission model is now enhanced to enable definition of employee roles, which allows to only read requests and manage requests separately
Product selection modal is now enhanced with information about quantity in the package
New option added to select and perform action on message after reading from mailbox: leave unchanged, mark as read, delete
New navigation inside modules: header contains an option to switch between dashboard and list of all items, additionally enhanced with listing of 5 recently visited items (memorized individually for each user separately)
Custom columns with traits have now possibility to be rendered as icons (eg. Communication channels: phone, email etc.), what improves readability. Definition of each column should be prepared for each installation separately)
Less memory consumption in web browser
Improved login exception messages in case of LDAP connectivity or license problems
New case escalation functionality added. It gives possibility to handle multi-level workflows where in several levels different specialists work on a case. After finding out a solution the case returns to escalating employee who gives a proper answer to a customer
Case highlight in the list added to indicate that new requests were automatically assigned to the case and raise user attention
New tab “Escalated” in Open Cases View added, which shows all cases which were escalated from me or other employees with equal traits
Escalation history is now part of Stream/History tab in case
Bulk operations for resolve, cancellation and employee assignment added to case list
Case ranking value is now displayed in Case View in the main details section
Possibility to plan a next contact with a client straight from resolving a task in outbound contact widget improved. Planned task is present in a calendar with a notification attached. Each task has priority which defines it`s color in a calendar
System will show a warning if the planned task will be moved to past time
Added expand and collapse for long comments/descriptions for better readability and performance
System will show full trait hierarchy path in a tooltip on mouseover
Categories of products are now shown with a placement within a category tree, for example category/subcategory/products
Possibility to unlock EAN 13 code locked by a mistake added
Subsequent selection of a product causes adding it to already existing item in an order
Possibility to update product categories from a prepared file added
Independent activity flags for inbox and outbox are now displaed for better maintenance
Key shortcuts for: info panel expanding/collapsing, saving, closing, handling, commenting, deleting
Selectable columns in views. It is also possible to add columns with traits values. Selected columns are stored in a web browser
Color scheme unification with actual CREAM brand book
Colors for button states (default, mouseover, clicked, disabled) improved
New field Owner added to Tenant management
Possibility to change tenant data during lifetime added
New capability to define case rules, which are analyzing case age, status and traits in order give case a proper rank
Possibility to lock case while starting work has been added (lock icon is displayed in the list for other employees – similarly to request and activities)
New capability to define custom actions in the case has been added. After a selected activity definition is marked as custom action, a new button will appear in the case and when clicked, system will display an inline section with widgets (from activity definition)
Employee, who cancels a case, will be automatically assigned as responsible person in the case
Possibility to create case automatically from request (based on request rules action) has been added
(z wyborem czy jest to pusta sprawa, czy sprawa na podstawie definicji)
Possibility to mark a request rule as finishing has been added (system will not process next rules, if that one is valid)
Manual request creation process is now enhanced, that after clicking Handle button, system will automatically create a case and display case view
A request will be automatically cancelled after all related cases are cancelled
Contact View is now enhanced with “History” tab, which presents all major changes to data during edition
New field Salesman has been added to order in order to optimize sales process
Presentation of minimum quantity in the product has been added
New widget “Orders report” displaying amounts of orders for team/salesman/status has been added
Order permissions has been improved in order to optimize sales process
Stream and History tabs were improved in a way, that longer comments/resolutions are by default collapsed
Mobile search has been improved, it uses now global search page for showing results
Dashboard editor has been improved with new layout options (1/5 segments are available)
Lock mechanism in activities speed improved
Campaign publishing for 10000+ targets speed improved
Possibility to stop progress on a case/activity is now added, status will automatically change from „In progress” to „Open”
Possibility to reopen a case/activity is now added (with a comment and for cases with redefinition of workflow), which results on changing status from “Done” or “Cancelled” to “Reopened”
Postpone functionality for activities is now significantly improved by displaying new status “Postponed” and automatically checking for eventual time conflicts with other activities
Case View is now improved with a new tab “Dashboard”, which helps analyzing customer context by displaying additional widgets (without having to navigate through workflow steps, where widgets were only available previously)
Case View is now improved with a new tab „Participant History”, which displays all cases of related customer
Case View is now improved with a possibility to define own custom details section as a replacement for regular one, by defining specific dashboard with widgets, useful in deployments, where regular details section does not display sufficient customer information
For activities related to campaigns, during planning next step, the postpone period is now changed from 2 hours to default 1 day, with a possibility to change it and have it memorized by the system individually for each user
Possibility to reopen a request is now added
New bulk operation to unlock selected requests is now added
Validation messages for edition forms were unified
Filtering and sorting by producer was added to products list
Orders list is now enhanced with assigned to person information
Order edition form is optimized for easier note management
Possibility to remove tenant data is now added for multi-tenant deployments
„Assign To” functionality is now enhanced with a possibility to comment
Main menu navigation is optimized to work with popular tablets and smartphones
Date filters now display time difference between dates in selected range
New monitoring abilities are now available by sharing system statistics for external monitoring tools
Action stream is now available on Case/Activity/Request View pages as an additional History tab, where:
Full details of each action/change is presented
Filtering is available: by action type, show comments only, show communication only, show requests only
Additional information related to communication is displayed: request, sent email and recorded call details
New third list type „History” available in Contact View page in „Case” tab, where action stream is presented for each of contact cases.
Calendar filtering is now enhanced:
Possibility to display calendar of other employee, contact, resource or team
Possibility to display activities by status (by default only Open and In progress are shown)
Possibility to change activity coloring by original or priority color
Team calendar will display business hours (if defined for a team)
Calendar will use team business hours definition when checking for eventual time conflict for a planned activity
Calendar will now display activities for selected employee if he is assigned, participant or creator of an activity
When calendar widget is maximized, full schedule is shown (all hours visible in one screen)
Calendar will display a message if dragged activity cannot be moved, because it was locked in the meantime by another employee
New filter by priority in the list of activities (tasks, appointments, communication) was added
New filtering possibilities in Contact View page in „Activities” tab, analogically to activities lists
Information about employees assigned to workflow activities is now displayed in Case View in „Workflow” tab and in the case expanded view in the case list.
An option added to define business hours, which are then presented in calendar and used to check time conflicts when planning an activity.
Date/time filters are enhanced with a possibility to put a strict value or a range
Bulk operations are now enhanced with a possibility to select which items will be affected from a source list
New bulk operation: Finish selected activities added
Possibility to add team as participant added – system will split selected to its members after selection
Filtering by name added to modal window used for selecting traits
“My Teams” tab added to Contact Book and Campaigns dashboard
System automatically marks form fields with a green border, when value is valid
Displaying calendar performance improved
Administrative functionality to find and removed unused files in the repository added
Performance of campaign and team list improved
Performance and reliability of scoring mechanism (used by mobile apps) improved
System gathers and displays detailed information on your main dashboard (widget Stream) and for requests, cases and activities about following user actions:
Element created, deleted, updated + list of all changed fields
Adds/edits/deletes a comment
Changes traits, all added and removed values displayed in a list
Starts/stops progress of work on the element
Postpones an activity to a specific deadline
Solves/cancels an element and writes resolution/cause
Assigned another person to the element
Shanges requester of a request
Attaches request to a case
Changes case workflow, all added, removed and moved activities displayed in a list
Changes attachments, all added and removed files displayed in a list
Tweeting functionality on main dashboard in widget Stream is removed
Mailbox configuration module enhanced with a possibility to define mailboxes for in and outbound e-mails
Send e-mailwidget enhanced with a possibility to select from which mailbox the email/reply will be sent
Send e-mailwidget enhanced with automatic mailbox selection, when used on activity which is a reply to a request within the case (mailbox set as the same as the one that request was sent to)
Send e-mail widget enhanced with a possibility to automatic closure of activity
Activity definitions enhanced with a color and priority
Activity definitions enhanced with a possibility to define many dashboard profiles
System gives a possibility to display selected filter as a tree view during action Create Case (in the modal window)
Calendar List View styling enhanced
Better readability for lists on smaller screens by limiting row height to two lines
Permission matrix navigation enhanced by setting all column headers and first column as fixed (displayed all the time)
Error Validation for field length is more consistent
Display of assigned employee in Views optimized for employees with long names
Active state for buttons enhanced by displaying button in color
Ordered and unordered list display fixed for comments/descriptions
Significantly improved access/search performance of requests by dividing actual and archive data
Event flow monitoring mechanism enabled to increase system diagnostic data
Improved performance for displaying comments
Performance of Request/Case/Activity/Campaign View pages is now significantly improved
Overall user interface performance improved
During case creation on Workflow tab system will now automatically pre-filter activity definitions with employee traits
During case/activity creation, if user will choose a definition, system will automatically ask if all form fields should be filled from that definition
(manual clicking of special button is no more needed)
A validation of target list CSV file has been added (only UTF-8 file coding allowed) during campaign/creation or adjusting target list
During request handling with „Create case” window, system will automatically pre-filter case definitions with request traits
Product View is now enhanced with a new Dashboard tab, where system can present related product data using widgets
Multiple phone assignment for employee profile has been enabled
Trait filters on lists are now displaying not only values, but also path of the value in the dictionary as breadcrumb
Filter memorizing mechanism is now enhanced in situation, where user adds filter to a list, but doesn’t fill it with value yet
Text Filters are now enhanced in situation, where user was filling them with value and before applying them
Views: „My Contacts”, „Open Cases”, „Open Tasks”, “Open communication”, “Open appointments” are now enhanced with a possibility to delete an item directly from the list
German translations for all confirmation messages are enhanced
Significantly improved access/search performance of activities and cases by dividing actual and archive data
Significantly improved stability of campaign generation process by balanced distribution of workload to all system resources,
additionally reducing impact to user work performance
System background services are now being deactivated during new version deployment to eliminate collision of data manipulation and ongoing data migration
Performance of Contact View pages and Employee View pages is now significantly improved
More bigger and smaller code changes/refactoring
Case workflow definition is now enhanced with a possibility to add more activities of the same type to one step
New action “Transfer” for activities is added to enable traits change on selected activity and transfer to other employees
New feature allowing user to prepare production order for delivery of:
existing product (already defined in product catalogue) of existing kind (size, color, …) or new kind of such product
new product, that is predefined for production order
have their own workflow implemented for tracking their status properly
have each item packing (multi-level) defined
can generate formal document that can be sent to vendor
Definition of packaging for production orders
It is possible to define any packaging (like box)
packaging can have internal EAN codes and they can be generated automatically
New „current time” marker is displayed as red line to show the current timeline on day view and week view
Full list of notifications and reminders is now enhanced with grouping by time (just like activity stream)
New API added based on Dav Standard, which enables external systems to add/update contacts
New API function added to enable search by external id for external systems
Performance significantly improved for save/handle case/quick resolve action
Performance significantly improved for data sync with mobile devices
Stability of user interface improved for mechanisms which could lead to increasing memory consumption by the web browser
Stability improved in situation, where parallel generation of campaigns with 10000+ target lists could lead to mutual locks
Performance improved for saving traits in cases/activities generated during campaigns
Performance and stability improved of case/activity number reservation during campaign generation
Performance improved for listing comments
Performance improved for searching in traits hierarchy tree (different scenarios)
New performance indicators were added for future usage when analyzing system health
New mechanism added for widgets to enable fitting its content to space available on the dashboard
Filtering mechanism is now enhanced with a possibility to clear filter value (on dropdown) without removing the filter itself
Autocomplete mechanism is now enhanced with highlighting the user phrase on available results
German translations improved
„Create case” functionality for analysed request is now enhanced with quick action called „Quick Resolve”, which enables automatic resolve of a case by giving the resolution, usable when question/problem of a customer can be resolved during work on the request and immediately and not following the steps sequence in the case
„Create case” functionality for analysed request is now enhanced with quick action called „Skip Setup”, which enables user to jump over case creation wizard to first task which he is capable of doing (if the logged user has sufficient skills)
Request locking mechanism is now enhanced:
Request locking is also done for requests in progres
Supervisor can also unlock a request
Done requests are not locked anymore
New filter „Lock” with options to show locked/unlocked/all requests on Open Requests Dashboard, „To Do” tab
Bulk operations skip locked requests
requests in status Open can be now unassigned/assigned to employees
„To Do” tab in Open Requests Dashboard displays unassigned and assigned requests
„To Do” tab in Open Requests Dashboard contains new filter „Assigned to”
Bulk operation „Assign to” added to request lists
„In Progress” tab in Open Requests Dashboard is now called „My requests” and displays requests assigned to me in status Open and In progress
„My requests” tab in Open Requests Dashboard contains new filter „Status”
System identifies calling numer by matching it with contact book data
System gives possibility to answer incoming call from VoIP phone
System gives a possibility to register customer topics as requests during active incoming call
System gives a possibility to display customer information during active incoming call
Add product to cart modal is now wider (uses full screen width)
System gives a possibilty to download report results as a spreadsheet file
Modal windows are now enhanced: Back and Save buttons are always visible, windows use available screen width (responsive design)
Image cropping functionality is now enabled for Contact logo and employee avatar
New font is now used for better readability
Reminders and Notifications dropdown in the header is now enhanced with new styling for unread and read items
Spanish language is enabled
German translations are improved
Enhanced conflict detection mechanism ignores conflicts in the activities planned in the same time that activities done
Activities can be additionally postponed for a month, quarter, half a year, year
Email notification is now sent also to employee who has created the activity
New filter “Assigned to” allows search Open case and Open task
My contacts can be additionally filtered on the basis of assigned
The usage of custom reports requires additional data bases what is possible thanks to the administrative module
In the current version, selected activity – meeting, task, etc. can also be assigned to multiple employees.
User’s interface has been enhanced by the appearance of a new view loading . Previous icon was replaced by a more functional progress bar . Progress is visible not only in data downloading but also in their editing , status changing or performing additional actions.
Activities are now enhanced with traits, traits are displayed in activity view
Standalone Ativities created from activity definitions inherit traits directly
Standalone Cases created from case definitions inherit traits directly
Cases created from request and from definition inherit a subset of traits for request and case definition where:
if request has specific trait eg. language and case definition not, case gets traits from request
if request has no specific trait eg. language and case definition does, case gets traits from case definition
if both request and case definition has specific trait eg. language, case gest matching
Activity created for as case item and based on case definition inherits subset of traits for case and activity definition, where
if case has specific trait eg. language and activity definition not, activity gets traits from case
if case has no specific trait eg. language and activity definition does, activity gets traits from activity definition
if both case and activity definition has specific trait eg. language, activity gest matching subset of trait values from case and activitydefinition
For activities in type: Communication, Appointments there were dashboards added (similarly to Tasks)
System allows to create Activities, which are unassigned and enables change activity assignment to not assigned
Permission model is extended with two levels of elements access: „mine” (new in 1.8) and „all” (existing in former versions)
The default permission level for users is now „mine elements”, which means that user can see and access an element if he was a creator, he is assigned to, appears as participant or has matching traits
„Has matching traits“ means that employee must have at least one Trait value in each matched namespace to also see it (despite from being creator, assigned or participant), eg. if case demands trait Language and is assigned with values „English” and „German”, employee must have at least one of those languages assigned in the profile. On the other hand the element will not be visible.
Team supervisors will still see and access elements for themselves and for team members (while having only „mine” permission level).
Existing „all” permission level becomes an extra level, which can be assigned to specific employee roles, np. managers who take care of cases all around the company and need to have full access.
All existing Dashboards, which show open Activities, requests and cases are now extended with new capabilities. Options „To Do” and „In Progress” were extended with „My Teams”, and each of those option was defined once more
„To Do“ means, that i will see there all open items where I was creator, assigned to, participant or have matching traits (I will see all potential work, which I am able to work on).
„In Progress“ means, that I will see there all in progress items, where I was assigned to or participant (I will see all items which I am for sure working on).
„My Teams“ means that I as a supervisor will see all open and in progress items where my team members where creators, assignees, participants or had matching traits (I will see all item which my team members are able to do or are currently working on)
For Requests there is an exceptional rule (available in previous version), that if a request has no matching traits with employees, it will be visible to everybody.
Field Audience is removed in activities (it allowed previously to manually assigned a group of people) in favor of permission mechanism of matching traits which defines people with potential skills to work on activity
New employee assignment operation available in activities lists
New traits change operation available in activities lists
New employee assignment operation available in cases lists
New traits change operation available in cases lists
New traits change operation available in requests lists
New lock operation available in requests lists
New„Cancel/set as Spam” operation available in requests lists
In contact view in tab Cases a new list layout (list on the left, details on the right) was enabled to enhance reviewing of customer history
In contact view in tab Activities a sorting option was added
New property „Stock display limit“ to both Product and Category was added. The property is a number which limits the stock amount information for CREAM deal+. CREAM deal+ won’t see stock information above limit
New capability to create Request from external system, eg. chat system by giving external id and customer name
New capability to get Request details to external system by giving external id
During Activity creation user may choose either to send e-mail notification to participants which are only employees or all participants
Reminders are now displayed also in popup window for better informing about upcoming activity deadline
„Assign” operation is now available as action on all single entity views
On all single entity views system now displays amount of items in tabs, which doesn’t require employee to check each tab separately
On all single entity views with attachments, a new layout for displaying attachments is provided, additionally a possibility to easily add an attachment on view is now available
During entity creation, after click on „Save” button in case where not all required fields were valid, system scrolls automatically to first not valid field
Filtering by traits added in „Create case” action on request view to make search for specific definition easier
Filtering by traits added in „Attach to case” action on request view to make search for specific existing case in customer history easier
Filtering by traits added in Workflow tab during case creation to enhance search of specific activity definition
Filtering by traits now considers all levels of hierarchy
Displaying traits in entity views is now enhanced with tooltip, which can show a full path of value in the hierarchy
New functions added in contact book dashboard: list layout switch, filtering
New functions added in requests dashboard: filtering by traits, list layout switch, bulk operations
New functions added in requests full list: filtering by creation date
New functions added in campaigns dashboard: list layout switch, filtering by name
New functions added in products dashboard: list layout switch, filtering by name and category
New functions added in orders dashboard: filtering by contact
New functions added in cases dashboard: filtering by traits, list layout switch, bulk operations
New functions added in activity dashboards: filtering by traits, list layout switch, bulk operations
Default cream template button colors enhanced to display states (active, mousouver, pushed) in more natural way
Default cream template table headers styling improved, they are now more subtle and attract less in the buttons nearby
Calls and Messages are now unified into one view Communication
Appointments, Communication and Tasks can be used as Case items, when defining a workflow
User can create an activity without defining dates (timeplan is optional)
User can now define easily an activity lasting the full day, by checking a checkbox and setting a date
User can now postpone all activities: Appointments, Communication and Tasks
All activities (appointments, communication, tasks) are now validated because of calendar conflicts
System sends a mail notification with ICS file also when an activity is updated or deleted
When adding a new activity in the calendar, the old popup is now removed and replaced by type swither in creation form
When working on a Task which is a part of a Case, user can now see all comments from this Task, related Case and other Tasks
User can now define many personal configurations when working on the Dashboard
Administrator can now define many global configurations for a Dashboard
User can choose from global and personal configurations and switch Dashboard view
User can now filter by category, when working with widgets gallery (system widgets have predefined categories, dedicated widgets can have their own categories – decision is made by customer)
Filtering for all lists is enhanced: always visible in the action bar, more elastic, better appearance and memorized individually for a user by the system
Setting, removing, reseting filters is consolidated
Actions which are available on elements in all lists are now enhanced into collapsible menu
New text editor is now enabled for better compatibility of the description/content fields
Handle action is now enabled on Cases list
When defining a workflow, user can now add steps between existing steps
User can now archive selected case definition/activity definition
Published status of case/activity definition is now displayed in the lists
User can now filter by published status in case/activity definition lists
User can now filter contacts by traits (in the list and while selecting contacts to campaign target list)
External systems can now display contact view by using their external reference key
User can now search by external reference key in global search
User can now resize columns when displaying report tables – User can reconfigure widgets by starting from old configuration values.
The case edition step, where you can define a set of steps&tasks for a case:
The view now uses full screen width to enhance comfort when adapting case workflow
There is a possibility now to display task definition overview from the task definition gallery
The dropzone areas are bigger to enhance comfort when dragging task definitions from gallery
Workflow container is now same height as task definitions gallery
In case view you can now see not only attachments directly from the case, but also from related tasks, requests
In case view, in the related tab you can see now attachments bound to the request
„My tasks“ view is now called „Open Tasks“ and contains a filter to display all pending tasks (where you are assigned to or in the audience) and all tasks in progress (where you already started work on them)
The resolution field is now enhanced with rich editing and can contain unlimited content
„Waiting requests“ and „My requests“ are now consolidated into one „Open requests“ view and contains a filter to display all pending requests (where you are assigned to or in the audience) and all requests in progress (where you already started work on them) – when adding a manual request, you can now attach files
Ability to start campaign with target list built from contact book directly
Column names are now translated into company language for both evaluation and full evaluation report
The full evaluation report shows now the order number of the reported call
System will remember list settings for case assignments tab in campaign view
Extended permissions for products:
Working with „my“ items: read and edit only if I have „my products access“ right and was creator or assignee of an item
Working with „all“ items: must have a special „view all orders“ (for reading) or „manage all orders“ (for editiing) permission – product now contains field „External product code“, which is editable and searchable
Extended permissions for orders:
Working with „my“ items: read and edit only if I have „my orders access“ right and was creator or assignee of an item
Working with „all“ items: must have a special „view all orders“ (for reading) or „manage all orders“ (for editiing) permission
Calendar now remembers selected option when viewing for other contact/employee/resource
If dashboard is not configured, system will display a friendly „empty“ information
If workflow in the case is not configured, system will display a friendly „empty“ information
In the footer you can find a „About“ page with information about vendor and cream connected products
All statuses are presented as badges
Widgets with reporting offer now configuration view that is saved once for all time
Employees list can be now filtered by team
Employees list offers now bulk operation on mass assigning traits
Employee view contains now a dashboard tab capability
You can initiate a voip call from a widget (integrated with Starface PBX)
Voip administrator can define voip credentials for an employee using specialized widget