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Customer Agent Performance Reporting Update

Feature Status: Live

11 Aug 2026

Sandbox creation now copies team based CRM views

Feature Status: Live

11 Aug 2026

New workflow action: Rotate Record by Skill

Feature Status: Live

5 Aug 2026

Customer Agent New Coaching Opportunity: Thumbs Down

Feature Status: Live

5 Aug 2026

Public API for CRM Pipeline Rules

Feature Status: In beta

5 Aug 2026

New conversation routing option: Use Assignment Workflow

Feature Status: In beta

5 Aug 2026

New Merge Preview in the Duplicates Management Tool

Feature Status: Live

4 Aug 2026

User Availability Statuses in Workflows

Feature Status: Live

4 Aug 2026

Workforce Management in Help Desk

Feature Status: In beta

4 Aug 2026

Conversation Recap Public Read API

Feature Status: In beta

4 Aug 2026

Cross-object Filtering on CRM Index Pages

Feature Status: In beta

22 Jul 2026

Inline Association Tables

Feature Status: Live

22 Jul 2026