New
- New location-scoped contributor roles: Location Account Contributor and Location Consumer Contributor — Allows to create cases for customers supported by your business organization and allows them to track and manage cases created by them for the customers associated with your organization.
- Outage banner on BLSP: A banner on the Business Location Service Portal (BLSP) notifies business locations of an active outage affecting them.
- Restricted Customer Access now controls visibility: A new Restricted Customer Access field on customer criteria extends existing criteria — such as location-based criteria — to control not only workflow actions (case) but also visibility. When enabled, staff can see only the customer and consumer records that meet the configured criteria, rather than all customer records in the instance. This applies to both service personas and sales personas.
- Task assignment access for Business Location staff: Business location staff with the Location Project Stakeholder or Location Manager Project Stakeholder role gain read and write access to the Assignment group field, and read access to the Priority field, on business location project tasks. Assigned to write access, which already existed for these roles, is unchanged.
- Upgrade migration for existing Location Manager Contributor users: For upgrade customers, a one-time scheduled script removes the Account Contributor and Consumer Contributor roles from users who hold the Location Manager Contributor role. These roles previously granted blanket, instance-wide access to all accounts and consumers, which bypassed location-based access restrictions entirely. After an administrator runs the script, affected users receive the new Location Account Contributor and Location Consumer Contributor roles instead. A revert script is also available, but reverting disables Restricted Customer Access for the instance.
- Proactive Customer Service extended to business organizations: Proactive Customer Service and major case management now extend to business (service) organizations, alongside the existing support for accounts and consumers. When a network alert affects install base items belonging to a business organization's locations, the system can propose a major case and build a recipient list of the affected business locations. If the major case manager accepts the proposal, they can create a child case for each affected business location, so all affected locations are tracked and updated under a single major case.