AgentOne Release Notes

AgentOne May 2020 Release Notes

(Updated May 21 2020)

UAT Release: May 6, 2020 ~noon ET
Production Release: May 15, 2020  ~10:00pm ET

version 18.x

The contents of the release notes are directed to orgs that are being upgraded directly from the immediate previous release of AgentOne to this new release of AgentOne.  For more details or for complete information for a new implementation, refer to the AgentOne Implementation Guide.

Features

Case Conversations with Resonant Case Manager and Underwriters

​​​​​​Description:

AgentOne users may engage in near real-time communication with the case manager or underwriter in Resonant on the case and/or requirements for a given case.

Solution:

​A new chat message can be initiated via a lightning web component which allows the agent to start a new conversation. The conversation is posted to the standard Chatter object from Salesforce to store and reply to the messages between the agent and the case manager or underwriter. The AgentOne – New Post to Carrier lightning component is intended to be placed on the Insurance Case or Opportunity record home page. The Chatter component should also be added to the same record home page, to allow the user to see the conversation and reply to existing messages via Chatter.

To start a new post, first click Add from the New Post to Carrier component then:

    1. Select the recipient (Case Manger or Underwriter) from the To field
    2. Optionally select a case requirement
    3. Enter the body of your message
    4. Click Post

To reply on existing messages, use “Comments” via the chatter component…
Receive and Process Messages from Resonant​
AgentOne APIs exposed allowing an external system to call and for message and replies insertion.
From Resonant the case manager or underwriter can post messages to AgentOne by:
  1. Searching for the case
  2. Open the selected case
  3. Go to the Messages tab
  4. Post new or reply to existing messages

 

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality: Insurance Cases, Pending Cases, Opportunity Integration, Underwriting Collaboration

Availability: Optional, collaborate with iPipeline Project Manager

Implementation Steps
Pre-requisites:
  1. The feature must be enabled for the given org via feature enablement (coordinate with iPipeline project or product manager)
  2. Enable Chatter from Chatter Settings
    • Enable the setting ‘Allow users to edit posts and comments’ from Chatter Settings
  3. Enable ‘Feed Tracking’ on Insurance Case and/or Opportunity objects
NOTE In Lightning Experience, most objects don’t show a Chatter tab unless feed tracking is enabled for the object.

​Please refer to the ‘AgentOne/Resonant Bi-directional Messging’ section in the AgentOne Implementation Guide for detailed implementation steps.

How To Test

Enable the feature and all pre-requisites then follow implementation steps outlined in the implementation guide (link in ‘Implementation Steps’ section above)

Follow steps in the ‘Solution’ section above

Retain Submitted iGO e-App PDFs

(added May 5, 2020)

​​​​​​Description:

When an iGO e-App has been submitted to the carrier for new business and underwriting, a copy of the signed e-App PDF is retained long-term for historical activity tracking and compliance purposes.

Solution:

After an iGO e-App has been signed and submitted to the carrifer, a copy of the PDF will be retained as a Salesforce File associated to the Opportunity (with Opportunity Integration) or the Insurance Case (without Opportunity Integration).

Field on Opportunity Record Home Page:

PDF Saved to Files on Opportunity:

 

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality: Insurance Cases, Opportunity Integration

Availability: Optional, enabled by iPipeline

Implementation Steps
Pre-requisites:
  1. ​Consider the Salesforce Data and File Storage Allocations to determine whether long-term e-App PDF file storage via Salesforce Files is feasible and sustainable for your org.
  2. ​The feature must be enabled for the given org via feature enablement.
  3. Work with your project manager to ensure that the iPipeline Delivery Manager is configured to send the package, for the submitted application and PDF, to the SFTP endpoint when the iGO e-App is submitted.
Opportunity Page Layout:

(optional manual post deployment step), OR

Insurance Case Page Layout:

(optional manual post deployment step for upgrading users)
  1. While logged in as an administrative user open the opportunity and/or insurance case page layout
  2. Find the field ‘Submitted Application PDF’ from the palette at the top of the page and drag it to the desired location on the page layout
How To Test

Enable the feature and make sure that Delivery Manager is configured to send the submitted application and PDF as mentioned under Implementation Steps pre-requisites above.

  1. Start an iGO e-app from any client record
  2. Complete all screens in iGO then Lock, Sign, and Submit the application
  3. (Optional) Wait for the sync record to arrive to AgentOne where Parameter1=SUBMITTED_APPL​ICATION_PDF for the specific insurance case / iGO eApp.
  4. ​Open the Insurance Case or Opportunity record (depending on if the org has opportunity integration enabled)
  5. Go to Related entries and look under “Files” to confirm the Submitted Application PDF is saved
Sales Path for Insurance Case

​​​​​​Description:

Salesforce Lightning has out-of-the-box feature that is synonymous to the AgentOne Insurance Cases phase chevrons that was available in Classic.

Solution:

Create Salesforce Path for the Insurance Case object ​that is based on the AgentOne Phase field, and is applied to the record type or AgentOne Insurance Case ReadOnly.  Disallow Path manual option to move the case to the next phase, since this is managed by AgentOne business logic instead.​​

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality: Insurance Cases, Opportunity Integration

Availability: Optional

Implementation Steps
  1. Create a Record Home Page, or Modify an existing Record Home Page for Insurance Case.
  2. Drag the Sales Path component on to it.
  3. Check the Hide Path Update button.​
How To Test
Confirm that the Sales Path reflects the correct stage that matches the Phase of the case.

 

iGO and Pending Feed Status and Error reporting for Administrators

​​​​​​Description:

AgentOne administrators can benefit from reporting on iGO synchronization and pending case feed status and error reporting.

Solution:

Created Reports and Dashboards to report on status and error details of iGO synchronization and pending case feeds.

New Report Type – AgentOne Sync

New Report Folder – AgentOne Admin Reports created with the following reports:

  • Sync Errors by Entity TYpe
  • Sync Warnings by Message
  • Sync Errors by Message
  • Sync by Entity Type
  • Sync Warnings by Entity Type
  • Sync Over Time
  • Sync Successes vs Warns over time
  • Sync Successes vs Errors over time

New Dashboard Folder – AgentOne Admin Dashboards created with the following dashboard:

  • ​AgentOne Sync Summary Dashboard.

Risk Analysis: Low

Affects which Features / Functionality: iGO Integration, Pending Case Feeds, Administrative

Availability: Automatic

Implementation Steps

Granting Permissions

The AgentOne Admin Report folder and AgentOne Admin Dashboard will only be visible to the System Admininistrator Profile by default. If you wish to share it with more users, you will need to manually share the report to users and roles. Instructions will vary based on whether or not you are using [Enhanced Folder Sharing] or Legacy Folder sharing. Please work with your Salesforce Administrator to share the Report/Dashboard folder to the appropriate AgentOne Admin users.

How To Confirm

Load the Dashboard, and make sure you view as the configured AgentOne Service user.  Confirm you see your sync data in the dashboard.

    Dashboard Running User
  • ​Sync records are all created with the Service User or Admin User that was used to configure the AgentOne Sync.  Therefore the Dashboard will only return data when it is set to be viewed as this Service User.  The user can be changed at the top of the Dashboard as shown here.

New AgentOne Report Types

​​​​​​Description:

Create new AgentOne report types, and update existing AgentOne report types.

Solution:

Created the below Report Types.  The Report Types include all fields that could be used in a report, and exclude system fields from being selected.
Label Description
Alerts AgentOne: Alerts
Case Requirements AgentOne: Case Requirements
Illustrations​ AgentOne: Illustrations
Insurance Case w Agents AgentOne: Insurance Case with Agents
Insurance Case w or w/o Agents AgentOne: Insurance Case with or without Agents
Insurance Cases AgentOne: Insurance Cases
Insurance Cases w Alerts AgentOne: Insurance Cases with Alerts
Insurance Cases w Illustrations AgentOne: Insurance Cases with Illustrations
Insurance Cases w or w/o Coverages AgentOne: Insurance Cases with Coverages
Insurance Cases w or w/o Illustrations AgentOne: Insurance Cases with or without Illustrations
Insurance Cases w or w/o Participants AgentOne: Insurance Cases with or without Participants
Insurance Cases w or w/o Requirements AgentOne: Insurance Cases with or without Requirements
Insurance Cases w Participants AgentOne: Insurance Cases with Participants
Insurance Cases w Requirements AgentOne: Insurance Cases with Requirements

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality: AgentOne Reports and Dashboards

Availability: Automatic

Implementation Steps

N/A

How To Confirm
In Setup, search for Report Type and confirm the list of Report Types are available.

Enhancements

Update Client Driver’s License Number and State from New Business and Underwriting

​​​​​​Description:

The primary insured’s driver’s license number and state that are gathered by a carrier new business case manager or underwriter are available in AgentOne, so the agent has visibility and doesn’t need to enter if for the next application for the same insured.

Solution:

Drivers’s license and state were already supported for pending case feeds from carriers underwriting and new business systems.  Resonant now includes the Driver’s license number and state on pending case feeds.

​​​​​Risk Analysis: Low

Affects which Features / Functionality: Pending Case Feeds

Availability: Automatic

Implementation Steps

Although no implementation steps are required the Driver’s License fields need to be included as part of the pending case feed from Resonant or other carrier feed.

How To Confirm

1. Start an iGO case then Lock, Sign, and Submit the case

2. Identify the policy number, then search for the case in Resonant

3. Add values on the Driver’s License field on the primary insured then trigger an 1125 pending case sync to AgentOne

4. After the pending case feed is received in AgentOne, open the client record to confirm it is updated with driver’s license values from Resonant

Support premium flat extras and text table ratings from pending case feeds

​​​​​​Description:

Support and accept current flat extra fields and the text version of table ratings via pending case feed, and update the fields on the Insurance Case.​

Solution:

Added the required Entity Field List customization framework settings in support of the synchronization of pending case feeds.

Also, introduce another Table Rating field that will store the alpha code representation for the table rating.

Entity Field List:

Name Entity Name Field Name Default Enabled
Aa02.applied_for_flat_extra_duration pendingcaseentry applied_for_temp_flat_extra_duration__c TRUE TRUE
Aa02.applied_for_perm_flat_extra_amt pendingcaseentry applied_for_permanent_flat_extra_amount__c TRUE TRUE
Aa02.applied_for_temp_flat_extra_amt pendingcaseentry applied_for_temporary_flat_extra_amount__c TRUE TRUE
Aa02.temp_flat_extra_duration pendingcaseentry temp_flat_extra_duration__c TRUE TRUE
Aa02.perm_flat_extra_amount pendingcaseentry permanent_flat_extra_amount__c TRUE TRUE
Aa02.temp_flat_extra_amount pendingcaseentry temporary_flat_extra_amount__c TRUE TRUE
Aa03.carrier_class_table_rating illustrationentry carrier_class_table_rating__c TRUE TRUE
Resonant is adding these fields, when configured, to be included in integration with AgentOne starting with v4.2.

​​​​​Risk Analysis: Low

Affects which Features / Functionality: Pending Case Feeds

Availability: Automatic

Implementation Steps

Although no implementation steps are required the flat extra and table rating fields need to be included as part of the pending case feed from Resonant or other carrier feed.  These can be added via an optional configuration with Resonant v4.2

How To Confirm

1. Start an iGO case then Lock, Sign, and Submit the case

2. Identify the policy number then search for the case in Resonant

3. Add table rating values for the fields identified in the ‘Solution’ section above then trigger an 1125 pending case sync to AgentOne

4. After the pending case feed is received in AgentOne open the insurance case record to confirm the “current” table rating fields are updated

 

 

Enhancement and Fixes – enable ASAP (introduced with Feb 2020 release)

(special note updated May 21 2020, with a newly established date for final migrations set for the AgentOne August 2020 release dates)

Pending Case Alerts – move business logic to Salesforce

​​​​​​Description:  

AgentOne pending case alerts are currently generated via business logic in the AgentOne data layer.  In order to address timing issues and extraneous (many false) sync errors between the data layer queues, source applications and Salesforce, the pending case alerts business logic has been moved to Salesforce.
Since the Pending Case processing and Pending case Alerts processing were separate disjointed processes, the pending case alert did not know when pending case processing was complete.
Solution:

​​Migrate the Pending Case Alerts logic from the AgentOne data integration layer into Salesforce triggers.

The AgentOne January 2020 release included flow templates and process builder templates which were intended to provide the Pending Case Alerts logic on Salesforce.

In the February 2020 release, the business logic was removed from flow templates and process builder templates and moved into code. This is mainly due to the fact that it is not ideal to support all customer scenarios and be able to push out upgrades that will work for all customers. Therefore, the decision was to not use flow templates and process builder templates.

For the February 2020 release, the flow templates and process builder templates are intentionally left to be active but have been modified to exit and do nothing (empty). This is intended because we would like the February 2020 active version of the flows and process builders to replace the January 2020 active version. Eventually, the AgentOne package will deprecate the flow templates and process builder templates.

The following Flows are empty and now inactive (with March 2020):

  • ​DEPRECATED – AgentOne: Create requirement Received Alert​
  • DEPRECATED – AgentOne: Handle Pending Case Alerts

The following Process builders are active and empty:

  • DEPRECATED – AgentOne: Create Requirements Alerts
  • DEPRECATED ​ – AgentOne: ​​Insurance Case Record Create or Update
Salesforce doesn’t currently provide a method for partners to delete Flows and Processes Builders from AppExchange products.  As soon as that capability becomes available, we will delete these items.

Special deployment and QA notes for this enhancement and the relevant fixes that follow:

  • Packaged In February 2020 release – but not automatically enabled.
  • Flexibility is provided to so customers can enable it and schedule it into UAT testing when ready.
  • HIGHLY RECOMMENDED to enable this feature on UAT ASAP, if you had not already done so when it was introduced with the AgentOne February 2020 release or since, to maximize use of the remaining time to validate it.​​​​
  • Regression around Pending Case Feed testing is recommended if you have custom logic, post processing of Pending Case syncs.
  • Coordinate with PS Account Manager/Product Manager to enable feature.
  • This feature will eventually be enabled for any/all orgs that were not previously upgraded per the customer’s coordinated timeline, postponed from the original target of April 2020 to the AgentOne August 2020 release.  (updated May 21)​​​​​ ​
​​​​Risk Analysis: Medium

Affects which Features / Functionality: Alerts, Pending Case Status and Alerts

Availability: Coordination (to enable) and testing steps, deadline to migrate TBD (as of March 16 2020)

Implementation Steps
  1. Coordinate with iPipeline to
    • enable the Create Pending Case Alerts​ Feature Parameter for the specified org, at the desired day and time on or before the deadline. (TBD)
    • disable Pending Case Alerts in the AgentOne data layer, at the same day and time
  2. Customers can choose to deactivate the Flows and Process Builder templates post February release.

Optional configuration: It is possible to customize the Policy Status Codes that generates the different Alert Types.

  1. From Setup, search ‘Custom Metadata Types’.
  2. Click Manage Records next to ‘Alert Type’.
  3. Click Edit next to the Alert Type that you would like to modify the codes for.
  4. Make your edits and click ‘Save’.
How To Test
  1. Sync in a Pending Case policy with an alert assigned to an agent or an alert that would generate a requirement received alert.
  2. Confirm that alerts creation and dismissal behavior ​are the same (other than associated fixed defects, below).
Pending Case Status Alerts were only created once per unique status

​​​​​​Description:  AgentOne should create the alert again if there is currently no active alert for Issued and Ready for Delivery, Concluded, or Delivered and the Insurance Case reaches that same status on a subsequent status update.

Solution:

Change the check for existing alerts to search only active alerts.

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality: Alerts, Pending Case Status and Alerts

Availability: See Pending Case Alerts – Move Business Logic to Salesforce

How To Test
  1.  Update a Policy to a Concluded status type like status_code = 7.
  2. Confirm that there is an active alert for Pending Case in Concluded status.​
  3. Update a Policy to a Delivered status type like status_code = 1
  4. Confirm that the Pending Alert for Concluded status type is dismissed.
  5. Update a Policy to a Concluded status type like status_code = 7.
  6. Confirm that there is an active alert for Pending Case in Concluded status.
New requirements for a delivered or concluded case were automatically dismissed 

​​​​​​Description: New requirements that came with a concluded or delivered status were inadvertently dismissed immediately because the previous business logic dismissed all previous alerts, and the new alert was not distinguished from the previous alerts.

Scenario:

Update for Policy 123 comes to AgentOne:  Policy Number 123 comes in with pending or issued status.

  • New Req A
  • New Req B

Actual behavior:  Alert for Req A and B is created.

Second Update for Policy 123:  Policy Number 123 comes in with delivered or concluded status, with a new requirement.

  • Update Req A
  • Update Req B
  • New Req C

Actual Behavior:  Alert for Req C is created.  Alerts for Req A, B and C are all dismissed.

Expected Behavior: Only alerts for Req A and B should get dismissed, and alert for Req C should be active (show alert = true).

Solution:

The action to dismiss previous alerts will occur first, then create any new alerts that were not previously created.  New requirements are identified by requirements that did not have a matching ExternalID already in the system.  ExternalID is the RequirementUniqueInfoID for the related Case Requirement.

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality: Alerts, Pending Case Status and Alerts

Availability: See Pending Case Alerts – Move Business Logic to Salesforce

How To Test
  1. Test with an ACORD file for a Policy that is a delivered or concluded Status type, but has a requirement with a new RequirementInfoUniqueID​.
  2. Sync it to AgentOne and confirm that the alert for the Case Requirement is created and displayed.​

Alerts for new requirements that accompany a case in a concluded or delivered status were dismissed immediately

​​​​​​Description:
Alerts for new requirements that accompany a case in CONCLUDED/DELIVERED status were dismissed immediately. AgentOne was dismissing all previous alerts, and was erroneously treating the new alert as a previous alert.

Solution:

Update for Policy 123 comes to AgentOne: Policy Number 123 comes in with Pending or Issued Status.

  • Open Req A
  • Open Req B

​Actual Behaviour: Alert for Requirements A and B is created.

Second Update for Policy 123: Policy Number 123 comes in with Pending or Issued Status.

  • Open Req A
  • Open Req B
  • Open Req C

​Actual Behavior: Alert A and B and C is created then dismissed.
​Expected Behavior: Only alerts for Requirement A and B should get dismissed.  Alert for Requirement C should be Active.

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality: Underwriting Requirements and Alerts

Availability: Enabled with Pending Case Alerts – move business logic to Salesforce

Implementation Steps

See Implementation Steps on Pending Case Alerts – move business logic to Salesforce

How To Test
  1. Test with an ACO​RD file for a Policy that is a delivered or concluded Status type, but has a requirement with a new RequirementInfoUniqueID​.
  2. Sync it to AgentOne and confirm that the alert for the Case Requirement is created and displayed.​​

 

Requirement alert is not created when relationrolecode for the fulfiller party is 11 – agent 

​​​​​​Description:
Requirement alert was not created when RelationRoleCode for the fulfiller party type is a non-specific agent type role (tc=11 “agent”).

Solution:

New business logic was introduced in the data integration layer. If the pending case includes a requirement that has no Responsible Party Type but the specified fulfiller Party has the Relation Role type code of 11 (non-specific agent type), then it will set the Responsible Party Type to 1 (agent).

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality: Underwriting Requirements and Alerts

Availability: Enabled with Pending Case Alerts – move business logic to Salesforce

Implementation Steps

See Implementation Steps on Pending Case Alerts – move business logic to Salesforce

How To Test

1. Create an Accord file with the requirement that contains the following:

  • TXLife/TXLifeRequest/OLifE/Holding/Policy/RequirementInfo/ResponsiblePartyType is removed (or blank)
  • Holding/Policy/RequirementInfo/@FulfillerPartyID is for Agent Party with Relation/RelationRoleCode = 11
    e.g.:

2. Process the ACORD

Profile and Permission Set Changes

The​ following changes have been made to AgentOne permissions with the May 2020 release.

How to use this Info​​​​​
  • Since January 2019, iPipeline has highly recommended that all AgentOne customers use permission sets to assign AgentOne permissions to their users.
  • All new implementations should rely on Permission sets as the primary means of assigning AgentOne permissions.
  • We continue to support orgs that do not currently use permission sets by documenting all the permission changes here in the release notes.  The release notes only reflect the changes since the immediate previous release.  Complete permission set permissions are documented in the AgentOne Implementation Guide.
  • If you are not using the out of the box AgentOne Agent Permission set, then please reference the below changes to manually apply it to your cloned Permission Set or Profile as needed, following the respective AgentOne upgrade to the org.
​IMPORTANT: If your org is updated via Push Upgrade, then your Profiles will not get updated. Push upgrades do not give iPipeline the option to select Profiles to copy permissions to. If you are still relying on Profiles, then you will need to manually make Permissions changes to your Profiles. ​
AgentOne Agent Profile
    • AgentOne and Resonant Bi-directional Messaging
      • Added ​Read permissions to Case Requirement Object –> ​​Has Chat Message
      • Added permissions to the following classes:
        • ​FeedCommentTriggerHandler
        • FeedItemTriggerHandler
        • MessageReplyRestApiService
        • MessageRestApiService
        • ResonantCallout
        • ResonantCalloutMessageReplyMock
        • ResonantMessageReplyRequest
        • ResonantMessageRequest
        • ResonantResponsePreparation
        • SendMessageToResonant​
    • Store Submitted e-App PDFs
      • Added ​Read permissions to Insurance Case –> Submitted Application PDF Attachment
      • Added ​Read permissions to Opportunity –> Submitted Application PDF Attachment​​
    • Support premium flat extras and text table ratings from pending case feeds
      • ​Added Read/Write permissions to ​Illustration –> ​​Carrier Class Table Rating
AgentOne Agent Permission Set
    • AgentOne and Resonant Bi-directional Messaging
      • Added ​Read permissions to Case Requirement Object –> ​​Has Chat Message
      • Added permissions to the following classes:
        • ​FeedCommentTriggerHandler
        • FeedItemTriggerHandler
        • MessageReplyRestApiService
        • MessageRestApiService
        • ResonantCallout
        • ResonantCalloutMessageReplyMock
        • ResonantMessageReplyRequest
        • ResonantMessageRequest
        • ResonantResponsePreparation
        • SendMessageToResonant​
    • Store Submitted e-App PDFs
      • Added ​Read permissions to Insurance Case –> Submitted Application PDF Attachment
      • Added ​Read permissions to Opportunity –> Submitted Application PDF Attachment​​
    • Support premium flat extras and text table ratings from pending case feeds
      • ​Added Read/Write permissions to ​Illustration –> ​​Carrier Class Table Rating
AgentOne Admin Permission Set
  • Store Submitted e-App PDFs
    • Added ​Read/Write permissions to Insurance Case –> Submitted Application PDF Attachment
    • Added ​Read/Write permissions to Opportunity –> Submitted Application PDF Attachment
AgentOne System User Permission Set
  • None
AgentOne Support Permission Set
  • None
AgentOne Tabs Permission Set
  • None

May 2020 Deprecated and Deleted Items

AgentOne deletes metadata from the AgentOne Package in two phases, where the final/second phase is always in a subsequent release. This is to allow customers to plan for any changes in their orgs, if necessary.

How to use this Info​​​​​

Phase 1 – Deprecation​ iPipeline plans to delete it from the AgentOne package in a subsequent phase because it is no longer required or used by the AgentOne package.

  • The purpose of announcing that it will be deprecated is to allow customers the opportunity to do any planning, cleanup, or migration if they happen to be using the item.
  • The recommendation for items listed in this phase is to update any processes or perform any configurations needed to no longer used the deprecated item, if it is being used.

Phase 2 – Deletion​​ – iPipeline has deleted the item from the AgentOne package.  It is no longer referenced, but could exist on your org.

  • ​The purpose of announcing this phase is to let you know that the deleted item will still exist in your org, but you have the option to clean it up and delete it.
  • The recommendations at this phase include optional cleanup to delete the deprecated items from your orgs.  It typically is not a required step.
Deprecated Items

None

Deleted Items

Insurance Case(InsuranceCase__c) object

  • ​​​Deprecated – Insured Gender (AgentOne__Insured_Gender_c)

 

 

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