Good afternoon, Conquer users. Package 22.17 brings a wide variety of new features as well as fixes. The update process requires additional configuration beyond a simple install for some clients. Clients who are currently on version 20.x or earlier are required to contact Conquer Support for assistance, and Conquer Support will schedule a call with the relevant team members to ensure the upgrade process is successful.
[NEW] Email Authorization Required Message When a user's previously valid email authorization becomes invalid, Conquer now shows a push notification in Salesforce. To re-authorize, users need to log out of Conquer Email and back in again. This feature requires the Docked Email Composer and doesn't apply to new users who haven't authorized their email for the first time yet.
Impacts: Conquer Email users who have previously authorized their email
[NEW] Auto Skip of Automated Emails when Email Address is blank Auto-Email Touchpoints are now automatically skipped when the record has no email address. Previously, the Touchpoints needed to be skipped manually.
Impacts: all Cadence users
[NEW] Automated Emails and Exit Rules Exit Rules are now respected for Automated Emails. Additionally, a new Value of email_skipped can be configured on an Exit Rule to remove a Member or move a Member to a different Cadence if an Automated Email Touchpoint is skipped for not having an email address. Decision Points will supersede Exit Rules.
Impacts: Cadence admins
[NEW] Show/Hide Touchpoint Actions on Cadence, Cadence Step, or Step Type Cadence admins now have the ability to configure which Touchpoint Actions appear for end users at the Cadence, Cadence Step, or Step Type level. New fields were introduced on the Cadence and Cadence Step Objects as well as the Step Type Custom Metadata type.
Each new option will have a value of Default (for the Cadence and Cadence Step Objects) or Enabled (for the Step Type Custom Metadata Type). To prevent any option from appearing, change the value to Disabled.
All new fields need to be added to the relevant Page Layout in order to be configured.
If you’ve previously used the legacy Disable Skip boolean on the Cadence Step Object, you have the option to upgrade to the new Enable Skip Touchpoint Action configuration instead.
If you’ve previously used the legacy Disable Complete Step or Disable Skip Step booleans, you have the option to upgrade to the new Complete Touchpoint Action and Skip Touchpoint Action configurations instead.
Field names for all objects:
Enable Complete Touchpoint Action
Enable Instructions Action
Enable Link/Unlink Touchpoint Action
Enable Notes Action
Enable Perform Touchpoint Action
Enable Remove Touchpoint Action
Enable Reschedule Touchpoint Action
Enable Skip Touchpoint Action
Enable Switch Cadence Action
Enable Switch Record Action
Enable View Record Action
Enable View Touchpoint Action
[NEW] Rescheduled Calls in Cadence Utilities Added an option to display a new section called "Today's Rescheduled Calls" to Cadence Utilities. It is enabled by a new Custom Setting called "Display Today’s Rescheduled Call TPs." When enabled, Call Touchpoints that have been rescheduled at least once will be grouped together at the top Cadence Utilities in a new Today’s Rescheduled Calls section. These are sorted by due date, from oldest to newest.
Note that Cadence Utilities will need to be Grouped By Cadence (not Touchpoint, Account, or Opportunity) in order to see this new section. This new section is only for Call Touchpoints, not other types.
Impacts: Cadence admins and users
[NEW] Rescheduled Touchpoint Icon Rescheduled Touchpoints now have a special icon next to them in Cadence Utilities. Users can hover over the icon to see the Touchpoint’s original due date/time.
Impacts: all Cadence users
[NEW] Rescheduled Touchpoint Cadence Utilities Filter Added a new filter to Cadence Utilities called "Only Show Rescheduled TPs" that when checked, will only display Touchpoints that have been rescheduled at least once.
Impacts: all Cadence users
[NEW] Due Date Filters in Cadence Utilities Three new Due Date filter options appear in the Due Date picklist within the Filter screen in Cadence Utilities:
- Next Hour
- Next 2 Hours
- Next 4 Hours
Impacts: Cadence users
[NEW] Cadence Enrollment Cap Options Cadence Admins can now limit how many Active Cadence Members are allowed at a global level, at a Cadence level, and/or at an individual User level.
Conquer Cadence Settings Custom Setting: Active Enrollment Cap
User Record: Active Enrollment Cap field
On Cadence: Active Enrollment Cap field
Cadence will show an error message to users who attempt to enroll records in a Cadence that has reached the cap, with error text varying depending on which cap has been reached.
If a user has hit a global cap:
If a user has hit their user-specific cap:
If a user has hit a Cadence-specific cap:
Impacts: Cadence admins and users
[NEW] Skip Touchpoint Outcomes The Outcome picklist now appears when a user selects the Skip Touchpoint action. Selecting an Outcome is optional for users. If a user doesn't select an Outcome, the outcome will default to "Skipped from Cadence Actions."
Skip Touchpoint-specific Outcomes can be configured in the Cadence Touchpoint Outcomes Custom Metadata Setting; the Page Layout will need to be edited in order to see the Skip Touchpoint checkbox within the Custom Metadata Setting.
Impacts: Cadence admins and users
[NEW] Conquer Engagements Banner A new Conquer Engagements banner can be added to your Lightning Record Pages & will display:
- Count of Phone calls (Outbound and Inbound)
- Count of Emails sent
- Count of Emails opened
- Count of Emails replied
- Count of Emails clicked
- Link Tracking needs to be enabled for this feature. Please contact your CSM for additional information.
- The most recent engagement, if any
- Hovering over the icon in the Last Engagement will display the name of the User who initiated the action
The default filter shows the last 30 days. The filter can be changed to the last 12 months. Cadence Only clients will not see Phone Calls in their data set.
Note: this feature requires additional configuration. Contact your Customer Success Manager for more info.
Impacts: Cadence admins and users
[NEW] Starting Step Support in CSV Importer CSV Importer now supports starting enrolled records on a specific Cadence Step. To do this, simply add a column header to the csv file of “startingstep” or “starting step” where you can dictate the Cadence Step Number the enrollment should begin on. Note that you do not enter the Cadence Step ID in this column, you enter the Number value of the Cadence Step (ex: 1, 2). New help text has also been added for this feature.
Impacts: Cadence admins
[NEW] CSV Importer for Team Cadence CSV Importer now supports Team Cadences as well as standard Cadences. To do this, simply add a column header to the csv file of "Record Id" with the record ID of the assignee. This feature can be used in conjunction with the new Starting Step feature above. New help text has also been added for this feature.
Impacts: Cadence admins
[NEW] Multiple Object Support in CSV Importer CSV Importer now supports multiple Objects in the same file. Previously, if a CSV Import file contained multiple Objects (i.e. Contacts and Leads), the import would partially fail. Now, you are able to import multiple Objects in a single CSV Import file. A separate job will kick off for each Object included on the file with separate notifications for each object type when completed.
Impacts: Cadence admins
[NEW] Email Threading in Cadence Cadence admins are now able to configure Email Steps in a Cadence to continue in a thread from a prior Email Step. A new picklist labeled Continue Previous Thread has been added to the Email Node in Cadence Management. Within this picklist, admins see a listing of all existing Email Steps in the Cadence, by Step Name and order. It is automatically disabled in the first Email Step of a Cadence.
From a reporting perspective, once a threaded Email Step is performed, the Email Message will be logged to the Conversation record associated with the original Email Touchpoint (the Email Step you selected in the Continue Previous Thread field). This means that the threaded Email Touchpoint will not have a Conversation or Email Message associated to it.
Impacts: Cadence admins
[NEW] Custom Toast Message component for Screen Flows Custom Toast Message component for Screen Flows. Admins can create a custom Toast message (push notification) for end users when adding a Screen element to a Salesforce Flow.
An example use case for this feature is: you have a Non-Advancing Outcome within a Screen Flow that is used within a Conquer Flow associated to a Cadence. If a user selects that Non-Advancing Outcome in the Screen Flow, they will not see a Toast Message saying that they have selected an Outcome that will not advance the Cadence. You are now able to have a Toast Message appear using the conquerFlowToastMessage.
Note: This requires additional configuration. Please contact your Customer Success Manager for additional configuration information.
Impacts: Cadence admins and users
[NEW] Updated Out of Office Functionality Out of Office functionality has been updated to make it more effective and user friendly.
Please note that this item requires two things to be configured:
1. Reschedule Touchpoints for OOO Users setting in Conquer Cadence Settings Custom Setting to be enabled
2. A Scheduled Job to be created; the Apex Class that should be scheduled is ConquerOutOfOfficeScheduler
The legacy Out of Office functionality within Conquer Cadence did not provide the ability to revert/reset Touchpoint Due Dates if an end User entered incorrect Out of Office dates, or if those dates were updated.
Out of Office Start and Out of Office End fields exist on the User Record in Salesforce & can be added to the User Profile Page Layout for ease of updating. Once a User enters their Out of Office Start and Out of Office End dates, any existing Open Touchpoints that fall within the Out of Office window will be rescheduled after the scheduled job runs. The Business Hours setting of the Cadence(s) is respected when updating the Due Date/Time of the existing Touchpoints; the Apply Wait Period to Business Days Only setting is also taken into consideration when the Touchpoints are rescheduled, if you have that setting enabled on Conquer Cadence Settings. A Validation Rule exists that disallows an end User from entering invalid Out of Office Start and End Dates: both fields need to be populated and the Out of Office Start Date value needs to be prior to, or equal to, the Out of Office End Date value in order to save.
Three other fields were added to the User Object:
- Out of Office is Processed: formula field referencing Out of Office Start/End and Processed Out of Office Start/End fields
- Processed Out of Office Start Date: This holds the value of the last OOO Start Date that we successfully processed. This
field gets written to by the batch class. It is also used to query when doing the OOO reschedule rollback. - Processed Out of Office End Date: This holds the value of the last OOO End Date that we successfully processed. This field
gets written to by the batch class. It is also used to query when doing the OOO reschedule rollback.
Example use case:
Business Hours are Monday through Friday 8:00 AM to 5:00 PM. I have Touchpoints due Wednesday (7/19/2023) and I set myself OOO Monday through Friday (7/17/2023-7/21/2023 = 5
business days or 5 calendar days):
- If Apply Wait Period to Business Days Only is TRUE: my touchpoints are pushed to next wed 7/26/2023, because that is 5 business days after the initial due date
- If Apply Wait Period to Business Days Only is FALSE: my touchpoints are pushed to next Mon 7/24/2023, because that is 5 calendar days after the initial due date
[NEW] Switch Record Related Toggle for Contacts A Switch Record Related Toggle for Contacts was added. Previously, when the Switch Record action was selected on an enrolled Contact, the Contact Search would return all Contacts that exist within your Salesforce org. It defaults to ‘Related’ which limits the search results to only display Contacts that are associated with the enrolled Contact’s Account. The ‘All’ option can be selected to display all Contacts within your Salesforce Org.
Note that the Related toggle only appears on Contacts when Switch Record is selected.
Impacts: Cadence admins
[CHANGE] Touchpoint Task Logging Enhancements When a Task is logged for a non-Email Touchpoint the Subject field of the Task will now be "Touchpoint Name]: [Outcome]: [Notes]".
If no notes exist on the Touchpoint, the Subject field of the Task will now be "[Touchpoint Name: [Outcome]"
When Conquer Voice is used to complete a Call Touchpoint, and
- Relate DialSource Action to Task setting in DialSource Denali Settings Custom Setting, the Subject of the Task remains as
‘[Disposition]: [Notes]’. - If Remove Notes from Task Subject is enabled in DialSource Denali Settings Custom Setting, the Subject of the Task
remains as ‘[Disposition]
The ‘Create Task for X’ setting(s) would need to be enabled in Conquer Cadence Settings for Task logging.
Impacts: Cadence admins
[CHANGE] Email Logging Enhancements Several changes have been made to Task, Conversation, and Email Message logging when using Conquer Email. The Create Task for Completed Emails and/or Create Task for Skipped Emails would need to be enabled in Conquer Cadence Settings for Task logging:
Task
- When Append Email Subject To Task Conquer Cadence Custom Setting is not enabled
- One off non-Cadence email sends previously logged a Task with the Subject field of "Email Sent With Conquer"
- The Subject field will now be ‘Conquer Email’
- Cadence Email Touchpoints that are performed/sent previously logged a Task with a Subject field of "[Touchpoint Name]"
- One off non-Cadence email sends previously logged a Task with the Subject field of "Email Sent With Conquer"
- The Subject field will now be "[Touchpoint Name]: [Touchpoint Outcome]: [Notes]"
- When Append Email Subject To Task Conquer Cadence Custom Setting is enabled
- One off non-Cadence email sends previously logged a Task with the Subject field of "Email Sent With Conquer: [Sent Email Subject Line]"
- The Subject field will now be "Conquer Email: [Sent Email Subject Line]"
- Cadence Email Touchpoints that are performed/sent previously logged a Task with a Subject field of "[Touchpoint Name]: [Sent Email Subject Line]"
- The Subject field will now be "[Touchpoint Name]: [Sent Email Subject Line]: [Notes]"
- One off non-Cadence email sends previously logged a Task with the Subject field of "Email Sent With Conquer: [Sent Email Subject Line]"
- The Comments field on the Task will now be populated for both one off/non-Cadence Emails and for Email Touchpoints.
- The Comments field on the Task is updated with the value that exists in the Text Body field on the associated Email Message record
Conversation
- One off non-Cadence email sends previously logged a Conversation record with a Conversation Name of "DS Email Conversation"
- The Conversation Name will now be "[Record Name | [Sent Email Subject Line]"
- Cadence Email Touchpoints that are performed/sent previously logged a Conversation record with a Conversation Name of "DS Email Conversation with [Cadence Member Name]"
- The Conversation Name will now be “[Cadence Member Name] | [Sent Email Subject Line]"
Email Message
- One-off non-Cadence email sends previously logged an Email Message record with an Email Message Name of "Email Sent to DS Email Conversation"
- The Email Message Name will now be "[Record Name | [Sent Email Subject Line]"
- Cadence Email Touchpoints that are performed/sent previously logged an Email Message record with an Email Message Name of "Email Sent to [Cadence Member Name]"
- The Email Message Name will now be “[Cadence Member Name] | [Sent Email Subject Line]"
- Email Opens will now log as expected to the Email Message Object for one off/non-Cadence emails that are sent
Impacts: Cadence admins and users
[CHANGE] Relabel of Email Body fields on Email Message Object The “Text Body” and “HTML Body” field labels on the Email Message object have been swapped. Previously, raw HTML logged in both of these fields. Now, the plaintext body is entered in the Email Message record field labeled Text Body, which has an API Name of DS_Packages__HTML_Body__c.
Impacts: Cadence admins
[CHANGE] Reschedule Touchpoint Modal Redesign The Date and Time fields on the Reschedule Touchpoint modal are now labeled Due Date and Due Time, and Due Date is above the Due Time field. Due Date pre-populates to today’s date and Due Time pre-populates to the closest :00, :15, :30, or :45 minute increment from now, with a 5 minute buffer. Previously the Reschedule Touchpoint showed Date and Time fields were side-by-side and blank.
Impacts: Cadence users
[CHANGE] Touchpoint Outcome Refactor Touchpoint Outcome retrieval has been optimized for improved performance. Additionally, if a user tries to select a Touchpoint with no Outcomes configured for the Step Type, they will see an error. Previously, this failed with no indication of why.
Impacts: Cadence users
[CHANGE] CSV Import Error Message When CSV import or List View Bulk Enrollment is used to import records for a User who has not authenticated Cadence yet, an error will appear stating “The assigned user is not authenticated with Conquer” Previously, the import failed but no error displayed.
Impacts: Cadence admins
[CHANGE] Touchpoint ID in Screen Flows Touchpoint Id has been added as an input field to switchCadenceScreen for Flows.
Note: if you have any existing Screen Flows leveraging the switchCadenceScreen component, those flows will need to be edited to include the Touchpoint ID otherwise the Flow will error.
Impacts: Cadence admins who use Flows
[FIX] Fixed a bug where the Cadence Member status would log as Removed after the completion of the final step in a Cadence. Now, it correctly logs as Completed.
Impacts: Cadence users
[FIX] Fixed a bug where the Remap button within the Cadence Remapper component was clickable before all Cadence Steps were mapped to new Cadence Steps, which could result in lost Cadence Enrollments. Now, the button is greyed out until there is a value in the "To" field for each of the new Cadence Steps.
Impacts: Cadence admins
[FIX] Fixed a bug where notes entered on an Open Touchpoint would not appear within the Notes section of the Complete Touchpoint, Skip Touchpoint, Switch Cadence, or Switch Record modals. Now, those notes appear correctly.
Impacts: Cadence users
[FIX] Fixed a bug where, if the Standard Account, Contact, Lead, Opportunity, or User Objects were relabeled; Email Template Merge fields would not appear as selections for the relabeled Object picklist when creating a new Email Template. Now, the merge fields appear correctly.
Impacts: Cadence admins
[FIX] Fixed a bug where Tasks for auto-skipped Call and Email touchpoints were not logging correctly, even when the relevant features were enabled.
Impacts: Cadence admins
[FIX] Fixed a bug where users needed to refresh their page in order to see the correct number in the badge that shows the count of Touchpoints due today and overdue in Cadence Utilities. Now, the number updates automatically.
Impacts: Cadence users
[FIX] Fixed a bug where if the Cadence Utilities Utility Item was relabeled, the Label value entered was not respected. Now, the updated label displays correctly.
Impacts: Cadence users
[FIX] Fixed a bug where Completed Touchpoints had the Notes field overwritten when Calls were placed. This is addressed in the updated Connector package that needs to be installed with the new Cadence package.
Impacts: Organizations on Standard Voice package and Standard Connector package
[FIX] Fixed a bug where, when a Touchpoint record had a long Name value and the Cadence/Touchpoint had a Conquer Flow associated with it, the Conquer Flow Icon would disappear from Cadence Utilities and Cadence Actions.
Impacts: Cadence users
[FIX] Fixed a bug that caused Cadence Sharing to not be respected, resulting in all Users seeing all Cadences in the enrollment picklist even if they did not have access to that Cadence.
Impacts: Organizations on version 21.x of the Cadence package
[FIX] Fixed a bug where, when a large number of records exist in a single CSV Import, the Toast message did not properly show all of the records enrolled. Now, there will now be an accurate record count shown in the Toast Message for completed enrollments and errors.
Impacts: Cadence admins
[FIX] Fixed a bug where, if you configured the Priority field value on a Cadence Step record and enrolled a record into that Step of the Cadence, the associated Touchpoint record did not have a Priority field value matching the Cadence Step.
Impacts: Cadence users
[FIX] Fixed a bug where, if Cadence Utilities was popped out of the Utility Bar in some Sandboxes, the Email Composer Visualforce Page within the popped Browser window would show an error. The Email Composer will now render as expected in those Sandboxes when Cadence Utilities is popped out of the bottom tray.
Impacts: Cadence users in Sandbox
[FIX] Fixed a bug where sometimes when a User hovered over the Touchpoint Actions carrot icon, the "Select an Action" hover help would persist even when no longer hovering over the carrot icon.
Impacts: Cadence users
[FIX] Fixed a bug where the RemoveInactiveScheduler Class previously did not remove Active Cadence Members that did not have an Open Touchpoint and that were assigned to an Inactive User.
Impacts: Cadence users
[FIX] Fixed a bug where Disable_Conquer_Standard_Object_Triggers__c executed several dml operations, which resulted in several queries. This has been moved to a static variable and will only have 1 query even when there are multiple executed dml operations. Also, if the Account, Contact, Lead, and/or Opportunity Triggers are disabled there will no longer be any SOQL queries run.
Impacts: no user impact
[FIX] Fixed a bug where error messages related to custom Validation Rules on Conquer Cadence Objects that contained special characters did not render correctly. Now, they render as written.
Impacts: Cadence admins
[FIX] Fixed a bug where CSV Importer errors did not appear for users in Salesforce orgs with Lightning Web Security (LWS) disabled. Errors will now appear as expected within the CSV Importer component regardless of if LWS is disabled.
Impacts: Organizations with LWS disabled
[FIX] Fixed a bug where Calls that were 60 seconds or more in duration appeared with an incorrect Call Length value (ex: 63 second call appeared as 63 minutes) within Conversation View History; and the DialSource Action field was also missing from Conversation View History.
Impacts: Cadence users who use Voice
[FIX] Fixed a bug where if you had a Cadence with a Business Hours setting that was 24/7 and that Cadence had Wait times in between steps, an error message could appear that read “Apex CPU Time Limit Expired” when Users attempted to progress through the Cadence.
Impacts: Cadence users in organizations with 24/7 Business Hours
[FIX] Fixed a bug where if an enrolled record did not have an Email Address populated, was enrolled in an Email Step, and a User selected the Perform Touchpoint action, two orange Toast Messages would appear. Now a single Toast Message appears
Impacts: Cadence users
[FIX] Fixed a bug where if "Automatically Refresh on Complete" was True for a Cadence Step, and a Touchpoint was modified by a User that is not the Owner of the Touchpoint (like in a trigger context ran under a different user), Cadence Actions would not automatically refresh for the Owner performing the Touchpoint.
Impacts: Cadence users
[FIX] Fixed a bug where Conquer Flows leveraging Cadence Invocable actions did not automatically refresh Cadence Utilities or Cadence Actions. Now Cadence Utilities & Cadence Actions will refresh when the Conquer Flow is performed on a Cadence/Cadence Step.
Impacts: Cadence users
[FIX] Fixed a bug where Automated Emails would send earlier than their scheduled Due Date if the Wait period of the Cadence Step was more than 17 days.
Impacts: Cadence admins
[FIX] Fixed a bug where if Notes existed on a Touchpoint and a Decision Point was evaluated to Exit Cadence or Move to Cadence, those Notes would be overwritten by the Decision Point outcome reason. Now, the Decision Point outcome reason text will appear after existing Notes in the Notes field of the Touchpoint.
Impacts: Cadence admins
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