AgentOne Release Notes

AgentOne November 2020 Release Notes

UAT Release: November 12, 2020 ~noon ET
Production Release: November 20, 2020  ~10:00pm ET
version 23.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

Generate insurance activity history for AgentOne actions
​​​​​​Description:

As an agent, I want to see everything that happened for a client, insurance case or opportunity, both within iPipeline tools and within Salesforce, in a single place so that I am efficient when reviewing the activity history for a client or case/opp. i.e. activities such as running illustrations or submitting an e-app look the same in SFDC as a completed task. When agents are using the AgentOne insurance tools, they should automatically generate activity history.

Solution:

Upon receiving iGO sync records for illustrations and iGO application major events, AgentOne will create a task that will be related to Insurance Case or Opportunity for a Person record.
The task will be visible on the Person record Activity timeline, as well as the Insurance Case activity timeline (or Opportunity activity timeline if Opp integration is enabled).

The tasks are created only if the feature is enabled by iPipeline. Customers may contact their project team or the AgentOne product manager to request to have it enabled.

The following actions will generate tasks with attributes identified in the table that follows.  Note also that for all tasks generated: 1) the task will be assigned to the user identified by the IGO Updated by  field, 2) the activity due (aka completed) date will be set to the updated date from iGO, 3) the task will be related to the Opportunity if the AgentOne Opportunity Integration feature is enabled or the insurance case otherwise, and 4) the task will related to the primary insured of the Insurance Case.

 

Agent Action Task Subject Insurance Activity Type Status ​Priority
Agent Ran an Illustration [iGO Updated By] ran an illustration – [Product Name] – [Coverage Amount]. Proposal Prep Completed Normal
Agent Started an Application [iGO Updated By] started an application. Application Completed Normal
Agent Locked the Application  [iGO Updated By] locked the application – [Product Name] – [Coverage Amount].  Application  Completed  Normal
Agent UnLocked the Application  [iGO Updated By] unlocked the application – [Product Name] – [Coverage Amount].  Application  Completed  Normal
Consumer link expired. Agent needs to resend link The e-Signature expired. Application In Progress High
Agent Resent Link The e-Signature link expired and [iGO Updated By] resent the link. Application Completed;
Also Updated any previous Insurance Activity type of Application to Complete.
Normal
Agent Needs to Sign Insurance application is awaiting agent signature. Application
In Progress;
Also Updated any previous Insurance Activity type of Application to Complete.
High
Agent Submitted [iGO Updated By] has fully signed and submitted the application. Application
Completed;
Also Updated any previous Insurance Activity type of Application to Complete.
High
Agent Submitted with Wet Signature  [iGO Updated By] has signed with wet signature and submitted the application. Application
Completed;
Also Updated any previous Insurance Activity type of Application to Complete.
 High
Agent printed for wet signature  [iGO Updated By] has printed the application for wet signature. Application
Completed;
Also Updated any previous Insurance Activity type of Application to Complete.​
 High


​​​​​Risk Analysis:
Low

Affects which Fea​tures / Functionality:  Insurance Activity Tracking, iGO Integration, Illustration Integration

Availability: Optional, enabled by iPipeline

Implementation Steps

To show the Salesforce standard Activity Timeline on Record Home Page

You may already have the Activity Timeline configured for your record home page. If not, follow the steps below:

Person Account
1. Edit Record Home Page of Person Account
2. In the App Builder, drag Activities lightning component somewhere on the page.
3. Save.

If you would like to see the Activity timeline on Insurance Case (if not already on the page), repeat the previous three steps to add it to the Insurance Case record home page.

If you have Opportunity Integration enabled, and you would like to see the Activity timeline on Opportunity (if not already on the page), repeat the previous three steps to add it to the Opportunity record home page.

How To Test
  1. Work with iPipeline to request to have this feature is enabled in your org. It is included with your AgentOne licenses.
  2. Run an Illustration and/or start an Application.
  3. Confirm that a task was created
New Quick Start Component for Lightning Experience
​​​​​​Description:

A new Quick Start component is available to accomplish what the previous Quick Start Lightning component for Salesforce Classic does today. We needed a new component that is optmized, modern and supported on Lightning Pages, such as the FSC Insurance home page, the AgentOne Lightning home page, and Person record home page. In addition to the features of the originial Quick Start component, this component also supports that leverage Opportunity integration.

Solution:

AgentOne now includes Quick Start Lightning component v2. The Quick Start (v1) component may continue to be leveraged on Salesforce Classic orgs. The new component supports all the features of the original Quick Start. The new component can be added to any Lightning Home Page, Person Account Record Home Page, or the Lightning App Utility bar. Similar to the original Quick Start for Classic, it also will automatically override the New Insurance Case action in Lightning experience.

Quick Start on Home Page

Quick Start on Person Account Record

Quick Start on Lightning Utility
The Quick Start Component asks some key questions in order to start the case and navigate the user as far into the process as possible without stopping for manual data entry, Salesforce record manipulation and navigation or manual data duplication effort.  The display and options of each of these questions vary depending on the scenario where the Quick Start component is leveraged.

For Who is this sale for?

  • It will allow you to search for a Contact or create a new Contact.
  • ​​​It will only search contacts that you have access to create cases for respecting Org Wide Default and On Behalf Of settings.
  • On the Search page, the columns in the Search results is configured by the Account –>Quick Start Field Set​
  • The Who is this sale for?  field is hidden if the component is put on the Person Account Record home page.

For Which sale is this related to?

  • Default to “Case for [Who is this sale for?]”​​​
  • Insurance Case search filters on:
    • cases ​belonging to logged in user or if On Behalf of is enabled, then cases the users has access to,
    • cases that do not have an associated iGO e-App (external Id is null),
    • case is active, and
    • phase is before application phase
  • Save button is still available
    • When you select Application for What would you like to do?, behavior is to create an insurance case.
    • When you select Illustration for What would you like to do?, behavior is to create an insurance case and illustration.
  • ​Clicking on Get Started will create the Insurance Case and navigate the user to the Insurance record home page.
    • ​​In order for iGO to open, the assumption is that you have put the iGO Lightning component somewhere on the default main area of the Insurance Case record home page. If this is configured that way, then iGO should automatically open.

How does this component work if Opportunity Integration is enabled?  Opportunity Integration is also supported with this component. Features that are included when Opportunity Integration is on:

  • Automatically search for opportunities that may be the Opportunity to associate the new application to. It could result in three outcomes:
    • If Only 1 matching opportunity is found, it will auto select and auto populate the opportunity.
    • If more than 1 matching opportunity is found, it will allow you to select from it in the drop down.
    • If no match found, it will default the Which sale is this related to? to “Opportunity for [Who is this sale for?]”
  • Opportunity search
    • belonging to logged in user,
    • in Open status,
    • is associated to the same Account as selected in “Who is the sale for?” , and
    • that do not have an associated insurance case
    • and has the same record type as the one configured in AgentOne Opportunity Integration.
  • ​Save button does not exist when Opportunity Integration is on because generally users will not create an Opportunity record only by using Quick Start. Instead, standard Salesforce features will be leveraged to create a new Opportunity record.
  • Clicking on Get Started
    • if selecting an existing opportunity, will create the Insurance Case and navigate the user to the Opportunity record home page.
    • if creating a new opportunity, will create the Opportunity and Insurance Case and navigate the user to the Opportunity record home page.
    • ​In order for iGO to open, the assumption is that you have put the iGO lightning component somewhere on the default main area of the Opportunity record home page. If this is configured that way, then iGO will automatically open.
  • Opportunity will be created with default values AgentOne Admin App –> Application Configuration
    • Look for the settings with Category Opp Integration. When the Opportunity is created, it will read the default for stage name, record type, and close date here.

​​​​​Risk Analysis: Medium

Affects which Fea​tures / Functionality:  Quick Start Component

Availability: Optional

Implementation Steps

There are three areas where the Quick Start component can be added.  Follow the steps below depending on the areas you would like to add the components.  You can choose to add it in only one  area or multiple areas.

Add Quick Start to Home Page
  1. Navigate to the home page you would like to add the Component to.
  2. Click on Setup in the top right and click Edit page.
  3. Drag the Lightning Component – AgentOne – Quick Start somewhere on the page.
  4. Save.

 

Add Quick Start to Person Client Record Home Page

  1. Navigate to a Person Client record.
  2. Click on Setup in the top right and click Edit page.
  3. Drag the Lightning Component – AgentOne – Quick Start somewhere on the page.
  4. Save.​

Add to Lightning App Utility

  1. In Setup, search “Lightning App”.
  2. Edit or create a Lightning App.
  3. In App Settings, click on Utility Item.
  4. Click Add Utility Item.
  5. Select AgentOne – Quick Start v2.
  6. Save.

To Configure Search Result Columns

​For searching the Person, Who is this sale for?

  1. In Setup, go to Object Manager
  2. Navigate to the Account object.
  3. Click on Field Sets.
  4. Click on Quick Start Search Fields.
  5. Configure the fields that you would like to see in the Quick Start Search results for Person.
  6. Save.
  7. For searching the Insurance Case

Which sale is this for?

  1. In Setup, go to Object Manager
  2. Navigate to the Insurance Case object.
  3. Click on Search Layouts
  4. TBD
  5. Configure the fields that you would like to see in the Quick Start Search results for Insurance Case.
  6. Save.

If Opp Integration is on, for searching the Opportunity, Which sale is this for?

  1. In Setup, go to Object Manager
  2. Navigate to the Opportunity object.
  3. Click on Search Layouts
  4. TBD
  5. Configure the fields that you would like to see in the Quick Start Search results for Insurance Case.​
  6. Save.​

Defaults for Required Opportunity Fields
If Opportunity Integration is on, it is required for you to configure defaults for required Opportunity fields in order for the Opportunity to create successfully. Please see the feature Configurable defaults for required Opportunity fields, also released in November 2020.

Note that the assumption is the default required fields for Opportunity are Stage Name and Close Date, per the standard object default Salesforce configuration. If you have more required fields, those must be configured with default values so that the Quick Start component may create new Opportunity records without manual user intervention.
How To Test

Add the Quick Start to any of the locations above.

  1. Fill in the fields to create an insurance case or opportunity.
  2. Verify that the user is navigated to the expected location based on the expectations set by the solution description. In the most ideal and efficient scenario, the user next sees the iGO/Illustrations
  3. Case Info page embedded on an Opportunity or Insurance Case, with all fields pre-filled, so the next step is to select an insurance product to start an Illustration or Application.
Configurable Defaults for Required Opportunity Fields
​​​​​​Description:

AgentOne has various features that will auto-create an Opportunity if the opportunity integration feature of AgentOne is enabled. Opportunity has required fields, so in order to successfully save an opportunity, we need to know what values to set the required fields to.

​​​​​​Solution:

Allow the administrator to configure defaults for Opportunity required fields. For all features of AgentOne that create a new Opportunity related to an AgentOne Insurance Case, such as Copy, Copy for Relative and Quick Start on Opportunity, AgentOne will leverage these default values to create the new Opportunity record that is generated by that feature. i.e. the newly copied Opportunity, the Opportunity for the relative, or the quickly started Opportunity will be created with these default values.

​Below is the definition for each configurable setting.

Setting Definition Default
Opportunity Close Date Default for Close date – number of days in the future from today 28
Opportunity Product Type API name of the Product Type field on Opportunity used for AgentOne tools If empty, it will set it to AgentOne AO_ProductType__c field.
Opportunity Record Type Record Type (API) name of the Record Type If empty, it will set it to the default record type as specified in the user’s assigned profile.
Opportunity Stage Name API name of the default Stage picklist If empty, it will be updated with the first picklist value in the field.

Risk Analysis: Medium

Affects which Fea​tures / Functionality:  Opportunity Integration

Availability: Optional, with required manual steps if Opportunity integration is enabled the org is using the AgentOne Quick Start Component, Copy, or Copy for Relative features.

Implementation Steps
  1. Ensure Opportunity Integration is enabled.
  2. As an AgentOne Admin, navigate to AgentOne Admin App –> Application Config.
  3. Do a search for Opportunity and you will see the following settings. Modify the value of each setting as is appropriate for your org.

How To Test
  1. Use any of the AgentOne features for Copy, Copy for Relative, or creating an Opportunity with the Quick Start Component.
  2. Confirm the Opportunity is created according to the configured settings.

Enhancements

Automatically delete older dismissed Alerts
​​​​​​Description:

AgentOne business logic creates many AgentOne alerts. There is no benefit to keeping older dismissed alerts for an extended period of time, and an excess number of Alerts records could negatively impact future performance or Salesforce imposed data limits unnecessarily.

Solution:

Create a scheduled job that can be scheduled to run daily, weekly, or monthly. This job will delete all dismissed alerts that have not been modified in more than a specified number of days.

​​​​​Risk Analysis: Medium

Affects which Fea​tures / Functionality:  Alerts

Availability: Optional, Highly Recommended

Implementation Steps

To modify Job Frequency

  1. Login as a service user that is appropriate for scheduling a job. Note that when scheduling the job, the timezone of the schedule is based on the user that is logged in to schedule the job.
  2. From Setup, enter Apex in the Quick Find box, then select Apex Classes.
  3. Click Schedule Apex.
  4. For the job name, create a name similar to Purge Alerts.
  5. Click the lookup button next to Apex class to get a list of all classes that can be scheduled.
  6. In the search results, click to select PurgeAlertsScheduledDispatcher.
  7. Select Weekly for the frequency and select Saturday, or any other non-business day of the week.
  8. Select the start and end dates, and a preferred start time. It is recommended that you run this in the middle of the night, such as 2:00am.
  9. Click Save.

To modify the number of days before an alert can be deleted:​​​​

  1. As an Admin user, navigate to AgentOne Admin App.
  2. Click on Global Settings​.
  3. Edit the Delete Alerts older than x days and enter your desired days. The default is 30 days after the alert has been dismissed.
How To Test
  1. Follow the steps to schedule the job.
  2. Wait for the job to run as scheduled.
  3. Confirm that no remaining Dismissed/Inactive alerts (Show Alert is false) remain, where last modified date is older than the specified number of days.

Notifications for new Error Log Errors and Warnings

​​​​Description:

When an error or warning level log is created in AgentOne logs, there is no proactive notification that a new error or warning was logged. The only way was to navigate to the AgentOne Log object to see if there are any new logs. During QA and UAT testing, having a way to see an error occurs helps to identify areas of issues more easily.

Solution: 

Create a custom notification to let the user know that an error occurred. Only users with the assigned permission will get a notification.

This feature can be configured to receive the notification only for logged in users or for all users in AgentOne. The recommended usage of this feature is to enable in UAT for admin users as well as test users to allow them to provide testing feedback. It should not be enabled for regular users in production orgs unless they are power users, admin users, or users assisting with provide testing feedback.

The configuration options and the defined behavior are as follows:

AgentOne Log Notification
Configuration
Behavior
Do not create notifications No notifications are created even if the users have the custom permission assigned.
Notify for logged in user only (Default) Generate notifications for the logged in user if the user has the custom permission assigned.
Notify for all AgentOne users Generate notifications for all AgentOne users and notify all users that has the custom permission assigned.

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality:  Error Logs

Availability: Optional

Implementation Steps

To configure who gets the notifications
Use the standard Salesforce steps to assign custom permissions via Permission sets or Profiles.
Below are some example steps using a new permission set. You may choose to do it according to your organization’s permission assignment procedures.

  1. Create a new permission set.
  2. Click on Custom permissions
  3. Move the AgentOne – Receive Exception Log Notification to Enabled Custom Permissions
  4. Assign this permission set to your users or add it to a Permission set group already assigned to your users.

To configure which users to generate notifications for

  1. Login as AgentOne admin user.
  2. Navigate to AgentOne Admin App –> Global Settings
  3. Edit AgentOne Log Notifications.
How To Test
  1. Ensure your logged in user has the AgentOne – Receive Exception Log Notification custom permission.
  2. Ensure that the AgentOne Log Notification configuration is set to Notify.
  3. Manually create a Log record with Level = Error.
  4. Confirm that you receive the notification.

Profile and Permission Set Changes

The​ following changes have been made to AgentOne permissions with the November 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
  • Generate insurance activity history for AgentOne actions​  ​​
    • ​Added read access to Activity.Activity_DateTime__c field
  • New AgentOne Quick Start for Lightning Experience
    • Added permission to LookupController
AgentOne Agent Permission Set
  • Generate insurance activity history for AgentOne actions​  ​​
    • ​Added read access to Activity.Activity_DateTime__c​ field.
  • New AgentOne Quick Start for Lightning Experience
    • ​Added permission to LookupController
AgentOne Admin Permission Set
  • Generate insurance activity history for AgentOne actions​  ​​
    • ​Added edit access to Activity.Activity_DateTime__c​ field.
AgentOne System User Permission Set
  • None
AgentOne Support Permission Set
  • None
AgentOne Tabs Permission Set
  • None

 

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