Hello Community,
I'm excited to announce that Luma 1.12 is now live in all Staging and Trial environments and will be pushed to production on June 30th. This release continues to add new value for modern ITSM organizations who need to improve Mean Time to Resolution, reduce level 1 work load and increase customer satisfaction.
The biggest improvement in 1.12 is the Conditional Follow-up feature. This helps extend Luma's proactive follow-up feature by allowing organizations to follow-up with users through a chat on virtually anything. This includes following-up on Intelligent Service Management objects (tickets, CI's, knowledge articles, etc.), Jira bugs, Salesforce Opportunities, ServiceNow tickets, SurveyMonkey surveys, ConnectWise accounts and much more. This adds to Luma's leadership in the IT Operations Chatbot space as identified by Forrester.
For more details on this or any of the recent Luma releases, please see the documentation wiki.
Lastly a huge thank you to the engineering and product teams their continued hard work on Luma
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Richard Graves
Serviceaide
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