We are pleased to announce the general availability (GA) of Case Management Enterprise (CME) and Knowledge Management Enterprise (KME) 15.3 Update 2021R3.
This release delivers key improvements which impact security, configuration, behaviour and general usage. Highlights below
- Case Management Enterprise Only:
- Live Chat now runs over Messaging infrastructure
- Live Chat functionality has been added to the Messaging Channel, a unified messaging platform built on a modern stateless, scalable, and highly available architecture.
- The legacy Live Chat channel which relied on the Chat Server has been deprecated.
- Externalised Customer Data Load
- The application can be configured to integrate with an external customer web service so that Agents can search for and view customers stored in an external system.
- Attachment API allows specify maximum allowed file size when uploading a file. Now returns the size of the uploaded file in the response.
- Live Chat now runs over Messaging infrastructure
- Knowledge Management Enterprise Only:
- My Bookmarks widget is now filterable and can display maximum 200 bookmarks.
- Ability to configure mandatory notes when archiving content.
- Tags on Knowledge Content are now displayed in the Locale of the Content Item.
- Decision Trees can now be created in selected Locale.
- Suggested Knowledge search can now be triggered by updating the Knowledge Search Context through the Context Updater API or Desktop Rules.
- Knowledge users can now open multiple shareable content links at the same time.
- Media files can now be crawled by Web, File System, and SharePoint Content Sources.
- SharePoint proxy settings can now be configured for SharePoint Content Sources.
- The Authored Crawler now prioritises live content.
- Features affecting both CME and KME:
- Terminology changes in the Manage Agents screens.
- Ability to select Content Locale when creating Scripts, Script Templates, and Reusable Page Fragments
- Ability to configure maximum file upload sizes using the Tenant Properties Service API
- Ability to configure TinyMCE Rich Text Editor CSS using Tenant Properties Service API
- Agent API Enhancements:
- Ability to set Agent State in order to deactivate, reactivate, and lock users.
- Ability to return number of unique named users (internally versus externally authenticated)
- Application now supports IdP-initiated Single Sign On Authentication.
- New properties to set frame-src and media-src directives in the Content Security Policy headers.
- Default Antisamy configuration has an expanded list of allowed tags.
- Expanded list of supported file types for Manage Attachments screen and Knowledge Uploads.
- Third Party Software Support
- Support removed for SQL Server 2016
For more information on the features added in this release, refer to the 15.3 2021R3 Release Pack.
The em-docs.verint.com home page provides a starting point to access the Case Management Enterprise and Knowledge Management Enterprise documentation.
Please note, Case Management Enterprise was formerly known as Engagement Management. We are currently in the process of updating our documentation to reflect this name change.
To obtain the 15.3 2021R3 software, please raise a fulfilment helpdesk ticket.
To be notified of HFR releases for this or other versions, please turn on notifications for the EM Release News feed on Verint Community.
Please contact em-pm-arch@verint.com with any comments/feedback you may have.
