Riva Insight 2019.1: Release Notes

Server version: 2019.1     Which version do I have? Client versions: Some of the functionality of Riva Insight server 2019.1 requires the following minimum client version(s) for your add-in(s): Outlook Web client version: Automatically updated. Windows for Outlook client version 1.26. IBM Notes client version 1.0.62. Which client version do I have? Release date: Jan. 24, 2019 Cloud customers: The Riva Insight server was upgraded automatically on 2019-01-24. On-Premise customers: For an upgrade package and to schedule a time to upgrade, contact the Riva Success Team. Riva Insight (Cloud version) is available as a free 15-day trial.

What's New in This Release

The following table shows what's new for the Insight panel or Track in CRM, depending on the Riva Insight platform and add-in that you use.

	Platforms	Riva Insight Add-Ins
		Outlook Web add-in	Windows add-in	IBM Notes add-in
Riva Insight (Includes Insight panel. Track in CRM.)	Cloud, On-Premise	New client version: 1.26.		New client version: 1.0.62.
	Cloud, On-Premise	More information on the About Riva Insight tab.
	Cloud	New: Ability for Riva Cloud Company users to edit their Riva Insight administrative settings.
	Cloud	Enhancement: Clearer UI for your organization's Riva Cloud Corporate admins who are also Riva Insight admins.
	Cloud, On-Premise	New: Different icons for Track in CRM and the Insight panel. Requirement: Update your add-in to the new client version.
Insight panel only	— New features or customizations
	Cloud, On-Premise	Ability to view all of the contacts associated with a Salesforce account.
	Cloud, On-Premise	Opportunities: Ability to view a contact's open opportunities. Ability to view an account's open opportunities.
	Cloud, On-Premise	Ability to view the selected email's CRM title, time, and date in the Insight panel.
	Cloud, On-Premise	Ability to suppress the standard contact fields.
	Cloud, On-Premise	Search: Ability to suppress the search entirely. Ability to suppress specific modules from the search.
	Cloud, On-Premise	Ability to customize the labels of modules.
	— New administrative option
	Cloud, On-Premise	Ability to change the order that the contact fields are displayed in.
	— Enhancements
	Cloud, On-Premise	Restriction on the display of "[No Organization]" above a contact.
	Cloud, On-Premise	Search performance improvement.
	Cloud, On-Premise	Ability to hide account information in the search results.
Track in CRM only	— New features or customizations
	Cloud, On-Premise	Populated module fields and history of recently tracked items.
	Cloud, On-Premise	The date and time of a tracking request are recorded.
	Cloud, On-Premise	Ability to prevent Track in CRM from tracking a mail module.
	Cloud, On-Premise	Handling the potential tracking of an item a second time to the same contact or opportunity.
		Outlook Web add-in	Windows add-in	IBM Notes add-in

Riva Insight: Insight Panel and Track in CRM

More information on the About Riva Insight tab

(New feature available for the Insight panel and Track in CRM in all three Riva Insight Cloud add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)

Requirement:

• Outlook add-in 1.26 or higher; or
• IBM Notes add-in 1.0.62 or higher.

Clarification: The Client Version field is now called Insight Client.

More information: There is a new field: Mail Client: For some platforms, hovering over the info button next to Mail Client displays information in a popup. The displayed information varies depending on the platform.

• Mail client version.
• Mail server version.
• OS bits:
• Process bits:
• [Windows only:] .NET versions.

Ability for Riva Cloud Company users to edit their Riva Insight administrative settings

(New feature available for the Insight panel and Track in CRM in all three Riva Insight Cloud add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)

If you are a Riva Cloud Company user logged in to Riva Insight,

• The Riva Insight settings About tab displays the Account Holder field. This is your Riva Cloud account name, which you utilized to log in to Riva Insight Cloud.
• You can edit any of the Riva Insight settings. The changes affect only your instance of Riva Insight.
• The Riva Insight settings Track in CRM tab no longer displays the Policy Holder field. It has been replaced with the Account Holder field on the About tab.

Clearer UI for your organization's Riva Cloud Corporate admins who are also Riva Insight admins

(Applies to the Insight panel and Track in CRM in all three Riva Insight Cloud add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)

If you are one of your organization's Riva Cloud Corporate admins logged in to Riva Insight,

• The Riva Insight settings About tab displays the Account Holder field. This is your Riva Cloud account name that you utilized to log in to Riva Insight Cloud.
• The Riva Insight settings Track in CRM tab no longer displays the Policy Holder field. It has been replaced with the Account Holder field on the About tab.
• As usual, you can edit any of the Riva Insight settings. The changes affect all the Riva Insight users who are on the Riva Cloud Corporate policy.

Insight Panel Only

New features or customizations

• Ability to view all of the contacts associated with a Salesforce account:
  (New feature supported for Salesforce and available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  In the Insight panel, at the bottom of a Salesforce account's details, you can select Show Account Contacts to view up to 20 contacts.
  If more than 20 contacts are associated with that account, you can select Show More to see more.
  To enable this feature, contact the Riva Success Team.

• Ability to view a contact's open opportunities:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  The Insight panel can be configured to display the ten most recent open opportunities related to any of the contacts whenever you select an email or perform a search for contacts. The open opportunities appear below the contact.
  To enable the display of open opportunities below a contact, ask the Riva Success Team.
  At a minimum, the Insight panel displays the following for every open opportunity: the title, a link to the opportunity in the CRM, the stage, the amount, the close date, and the created date. To view additional fields or custom fields in the Insight panel, contact the Riva Success Team.

• Ability to view an account's open opportunities:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  The Insight panel can be configured to display the ten most recent open opportunities related to an account whenever you select an email or perform a search for accounts. The open opportunities appear below the account.
  To enable the display of open opportunities below an account, ask the Riva Success Team.
  At a minimum, the Insight panel displays the following for every open opportunity: the title, a link to the opportunity in the CRM, the stage, the amount, the close date, and the created date. To view additional fields or custom fields in the Insight panel, contact the Riva Success Team.

• Ability to view the selected email's CRM title, date, and time:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  For a selected email that has already been synced to the CRM, the Insight panel can now be configured to display its title, date, and time as they appear in the CRM. They are displayed above the account and contact information.
  Requirements:
  • Riva Insight client version: Outlook add-in 1.26 or higher; or IBM Notes add-in 1.0.62 or higher.
  • For Riva Insight On-Premise: Riva Sync On-Premise 2.4.51.53615 or higher.
  Limitation for Salesforce: If Salesforce is not configured to use the enhanced email feature, Riva Insight cannot display the time.
  To request this feature, contact the Riva Success Team.

• Ability to suppress the standard contact fields:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  To view contacts without their phone numbers or email address, contact the Riva Success Team.

• Ability to suppress the search:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  The Insight panel can be configured to have no search capability. To request the suppression of the search, contact the Riva Success Team.

• Ability to suppress specific modules from the search:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  When performing a search in the Insight panel, by default you need to select a module: Contacts, Accounts, or Opportunities.
  The Insight panel can be configured to suppress the requirement to select a module. To request the suppression, contact the Riva Success Team.

• Ability to customize the labels of modules:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  The labels of modules, such as contacts, accounts, or opportunities, can now be customized. For example, instead of displaying "Contacts", the Insight panel could be configured to say "People".
  To customize the labels of modules, contact the Riva Success Team.

New administration option

• Ability to change the order that the contact fields are displayed in:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  Organization admins can now configure the Insight panel to display the contact fields in any order.
  The changes affect all of the organization's users.
  
  To change the display order of contact fields:
  1. In the bottom right corner of the Insight panel window, select .
  2. In the Settings window that appears, select the Insight panel tab and then the Contact Fields tab.
  3. For the rest of the instructions, see Change the order that the Insight panel displays contact fields in. (Hidden inside the public article 744.)

Enhancements

• Restriction on the display of "[No Organization]" above a contact:
  (Applies to all three Riva Insight panel add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  "[No Organization]" used to be displayed above a contact when the contact had no associated account or the associated account's name had been left blank in the CRM.
  Now:
  • If an end user has configured the Riva panel to display the contacts in the order that they are received from the CRM (Group By = None), then the Riva panel does not display "[No Organization]".
  • If Group By is set to Organization or Default, then "[No Organization]" is still displayed above a group of contacts that do not have an associated account or whose associated account's name has been left blank.

• Ability to hide account information in the search results:
  (New feature available for the Insight panel in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  For Salesforce person accounts, the account information is the same as the contact information, and it is possible to hide it in the Insight panel to avoid the repetition.
  To hide account information in the search results, contact the Riva Success Team.

Track in CRM Only

New features or customizations

• Populated module fields and history of tracked items:
  (New feature available for Track in CRM in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  To make it easier to select items to track in CRM, the Contact, Account, Opportunity, or other module fields (including custom modules) are now drop-down fields that are autopopulated with the following items:
  • The items that you track during the current work session.
  • The items related to the emails or appointments that you select in the mail client during the current work session.
  Operational notes:
  • The populated items are retained during the current work session. Closing Track in CRM clears the module field contents.
  • When a contact is tracked, its associated account is also retained in the tracked accounts history.
  • When you select a contact, the associated account is automatically selected.
  • If an account in the history is associated with only one contact in the history, then when you select the account, the contact is automatically selected.

• The date and time of a tracking request are recorded:
  (New feature available for Track in CRM in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  When a user selects Track to initiate the tracking of an email to CRM, the date and time of the user's action are recorded in a property on the mail item.
  That property is used by the Riva Insight server 2019.1 or higher to display the Track and the Lock statuses of the email in Track in CRM.
  Requirement:
  • Outlook add-in 1.26 or higher; or
  • IBM Notes add-in 1.0.62 or higher.

• Ability to prevent Track in CRM from tracking a mail module:
  (New feature available for Track in CRM in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  The tracking of appointments, emails, or tasks can be disabled in Track in CRM.
  After the tracking of a module has been disabled, if a user selects an item of that module in the mail client, Track in CRM displays a message that tracking has been disabled for that module.
  To disable the tracking of one or more mail modules, contact the Riva Success Team.

• Handling the potential tracking of an email, non-recurring appointment, or task a second time to the same contact or opportunity:
  (New feature available for Track in CRM in all three Riva Insight add-ins: Outlook Web, Windows for Outlook, and IBM Notes.)
  Requirement for Riva Insight On-Premise: Riva Sync On-Premise 2.4.51.53615 or higher.
  If an email, non-recurring appointment, or task has already been tracked to a given contact or opportunity and the same item is selected for tracking to the same contact or opportunity, a warning or an informational message is issued.
  • A warning prevents tracking the item. There is no Okay button.
  • An informational message lets you decide whether to track the item a second time or not. The Okay button is available for selection.
  By default, an information message is issued.
  To configure Track in CRM to issue a warning, contact the Riva Success Team.