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2.0.1
Yokohama, Xanadu, Washington DC
When you select participants to join an existing conversation, Sidebar displays a list of participants who may be helpful in solving a customer's issue.
Agents can use Participant suggestions to display a list of individuals who may be helpful additions to a Sidebar discussion. The Participant suggestions feature uses a machine learning-based similarity model to create a list of individuals who have access to and prior expertise in the record the agent is working on.
Backend changes to support dynamic switching of expert finder services.
Works in conjunction with Sidebar, which can be accessed by downloading the Omni-Experience Standard Feature Set store app.